1. Commonwealth of MA - ITIL Implementation Government Technology CTO Conference March 20, 2006 Bethann Pepoli, Deputy CIO

2. Agenda Problem Statement Vision How we got started Success Criteria Timeline Next Steps Lessons Learned Questions?

3. Problem Statement Current State Technology silos No ability to commit to service levels Inconsistent processes and handoffs High cost of delivering services Inability to measure success

4. Vision ITIL SERVICE DELIVERY and SERVICE SUPPORT Process Service Delivery Life Cycle Rollout Process Systematic Problem Solving Process Initiatives Pre-Implementation Design, Funding, Plan Validation Pre-Implementation Production Readiness Risk Assessment Project Approval Requests Executive Committee Review Prioritization and Approval Quality Management – Project Review Boards

5. Vision Translation… People – pro-active, collaborative, highly skilled Process – consistent, meaningful Technology – single entry point for customers, integrated solution People TechnologyProcess

6. How we got started Decided on a framework Executive buy-in Identified Funding Source Capability Assessment Roadmap Associate to other business initiatives; E2E Ensure Success Criteria - Key Performance Indicators (KPIs)

7. Success Criteria Developed as documentation complete Incident KPIs % Increase in the Incidents Resolved by First Line % Increase in the Incidents Fixed Before Users Notice Problem KPIs % Reduction of the Time to Diagnose Problems % Reduction in Repeat Incidents/Problems Change and Configuration KPIs In development

8. Timeline 2004 Executive Buy-in ITSM Capability Assessment 2005 Roadmap Development ITIL Foundations Training – 40 managers Incident and Problem Management Documentation 2006 Change and Configuration Management Documentation Incident Management Training – 30 Analysts Problem and Change management Training – 50 staff Formalize Program Office Continuity, Availability, and Capacity Management Documentation Foundations Training – 30 managers

9. Next Steps Complete Service Level, Financial, and Release Management Documentation Create and Monitor KPIs; modify processes as needed Continue Education Utilize ITIL success as differentiator with customers

10. Lessons Learned Create Program Office First Create awareness program for employees with context Differentiate Policy from tool service delivery early More Business Process Training

11. Q&A