Case Study. The SACM Journey at the Ontario Government

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1 Case Study The SACM Journey at the Ontario Government

2 Agenda Today s Objec=ves The Need for SACM Our SACM Journey Scope and Governance Process Ac=vi=es Key Process Roles Training and Measurement Lessons Learned Business Benefits

3 Objec2ves As a major part of its overall ITSM Program, the CMDB is populated with over 600,000 CIs and drives more than $125 million worth of billing annually Case Study will chronicle the province s SACM journey over the past 7 years and provide prac=cal insights into the SACM Program: Business Objec,ves and Drivers Approach and Strategy Lessons Learned Business Benefits CMDB Layout and Structure

4 The OPS The Size of the Ontario Government 67,000 employees 30 Ministries 630 Agencies More than 2,000 Divisions, Branches and Offices 8 I&IT Clusters Lines of Business Lines of Business are ITS clients, which they provide IT services for and bill for those services Key Clients: Jus=ce, Health, Finance, Transporta=on, Service Ontario, Mission and Business Cri=cal Applica=ons IT Services Enterprise , Desktop, Hos=ng, Telecom, Network Access Services

5 IT At The Province Progressive strategic evolution of I&IT Consolida=on of Ministry IT branches into Clusters Consolida=on of Infrastructure into a single organiza=on Reassignment of hundreds of OPS employees 100 large and small data centres closed 1,500 servers were decommissioned A single system was implemented A single point of contact in the Service Desk North Bay, St. Catharines, Guelph, Toronto Established ITSM Best Prac=ce Office: Change, Incident, Problem, Configura=on, Service Level Management, etc.

6 ITSM Technology Service Management Technology Environment Current- BMC Remedy v7.1 Customized over years to EIT Future State- ITSM8 in FY 13/14 Tool Integration HPCA HPSA Login Script NMDB Station CM OPP Synchronization Compugen

7 The Need for SACM Driven by e- Ontario Infrastructure Project, the OPS arrived at a need for: An accurate asset inventory Cost recovery and accurate billing data Ability to assess business and technical impact of Incidents and Change Requests Re=ring of costly legacy systems e.g. CIHS Address gaps and limita=ons of physical audits, manual spreadsheets, staff legacy knowledge

8 The SACM Program The key objec=ve of the Enterprise Service Asset and Configura=on Management (ESACM) program is: To establish an authorita=ve Configura=on Management Database (CMDB) To support OPS I&IT services To ensure that control processes and procedures are implemented To maintain the integrity of this cri=cal opera=onal informa=on

9 OPS SACM Journey. Authoritative source of Cluster, ITS Infrastructure assets and their interdependencies Integration of CMDB assets with enterprise Incident and Change Management processes Comprehensive Data Model to support growth (e.g. all applications and infrastructure) Accurate representation of OPS I&IT components, controlled through Change Management/RFC process eontario Infrastructure Consolidation - Initial Deskop Inventory / UHS (120,000 CIs) Hosting Services / Telecom Voice / ITS Systems and LTC Application Integration (300,000+ CIs) Service Configuration View, Enhanced Federation, Auto- Discovery and Expanded Process Integration FY 06/07 FY 09/10 FY 10/11 FY 12/13 TBD PC Inventory Reconciliation and Desktop Billing / SOM & ITSD Integration / Initial GDC Migration Inventory (180,000 CIs) ESACM- Enterprise Application and Infrastructure Asset Loading and Integration (Add l Cluster Solution CIs expected) 9

10 SACM Scope The ITS CMDB currently holds an inventory of over 600,000 CIs: Desktops / Notebooks, Monitors, Printers and Peripherals Tablet assets (ipads, Playbooks) Servers Sohware Applica=ons Telecom (PBX, Key Systems) Server, Peripheral, 5160 Other, 955 Telecom, 5900 Printer - Scanner, Software, 5734 Application, 7932 View, 303 Component Sets, 3182 Data, 3400 Desktop-Laptop, Network, Documentation, 2794 Monitor, Facilities, 4439 Enclosure, 1140

11 Governance. EIT Governance Model ESACM Process Owner ITSML Forum Rep. EIT/CMDB Enterprise Administrator ESACM Process Manager ITS ESACM Process Coordinator Cluster ESACM Process Coordinator ESACM Operational Governance Committee Configura=on Analysts (ITS, Vendors) Configura=on Analysts CI Owners (Cluster, Vendors) 11

12 SACM Ac2vity Model

13 SACM Process Ac2vi2es

14 Documenta2on Set

15 Swim Lane Diagram

16 Consumable and Solu2on Assets

17 SACM Team Process Owner SACM Manager Service Owners CI Owners Outsourcing of CI updates to SACM team for Desktop Process Coordinator Configura=on Analysts CMS Administrator

18 RACI Matrix

19 Training The key objec=ve of the ITSM Training Centre of Excellence is to provide the opportunity for the acquisi=on of knowledge, skills, and competencies by teaching prac=cal skills and knowledge related to specific process standards and business support tools. TCOE focuses primarily on the delivery of training related to standard BPO processes. ESACM leverages TCOE to deliver training for new Configura=on Management related releases but also ongoing training materials. Launch Ini=al TCOE launch in May 2011 Training available to all ITS employees Training presenta=ons for all BPO processes Training Delivery Approximately 90 training sessions completed with 330 par=cipants Training available via Teleconference/Live Mee=ng, Videoconference, In Person, elearning, or Self Study Expansion Expanding scope to include Cluster training and ITS stakeholder based training Engagement with Release Management process to iden=fy process and stakeholder training opportuni=es TCOE team has grown to include 2 addi=onal trainers 19

20 Measurement PC Accuracy A number of internal reports are u=lized to evaluate compliance, accuracy, and process gaps Client facing reports show effec=veness against Service Level Agreements (SLA) The PC Accuracy report measures the Serial number, Computer Name and Ministry organiza=on value against login data: SLA target is 95% Server Accuracy report measures Server name against HPSA data: (drah) SLA target is 95% PC Asset CMDB Update reports calculates the mean =me to fulfill requests to update CMDB desktop assets Under development: Audit and verifica=on for CI Owner compliance, Solu=on/Applica=on accuracy, Telecom assets Server Accuracy PC Asset CMDB Update

21 Lessons Learned Informa=on Models Keep it simple, don t get too ambi=ous Use of Discovery tools for automa=c CMDB data popula=on and audit and compliance where applicable Measurement and Repor=ng Transparency Clearly defined roles and responsibili=es Develop a thick skin CMDB data accuracy

22 Business Benefits Authorita=ve source of applica=on inventory data and associa=ons to infrastructure Enforce a stronger partnership through transparency, IT asset visibility, and inter- dependencies Linkages to Change and Incident Management, enabling controls for asset lifecycle control through exis=ng process and resourcing investments: faster Incident communica=on and resolu=on by exposing applica=on and infrastructure dependencies Knowledgeable Change Management impact assessments by isolated shared components Opportunity to capture Availability and Capacity criteria to support enhanced Service Planning

23 Next Steps Process ESACM Sohware License Management Service/Contract integra=on Tools Move to ITSM8 this Fiscal Year Integra=on with other key data sources Financial Human Resources People Op=miza=on of staffing levels Further integra=on of Configura=on Analysts

24 References Ar=cle by Stephen Gilmore =tled Service Asset and Configura=on Management (SACM) at the Government of Ontario itsmf Canada Na=onal Newsleper February 2012 edi=on Pages 7 to 8

25 Contact Informa2on Stephen Gilmore SACM Manager Government of Ontario (416) Derek Gillard Service Management Prac=ce Principal Toronto Integritas Solu=ons (905)

26 Ques2ons?

27 Appendix

28 Stephen Gilmore SACM Manager for MGS 15 years of business and IT experience Working with ITIL and ITSM best prac=ces in a variety of roles for several years Experience in IT Security, IT Training, Ac=ve Directory Administra=on, and Project Delivery

29 Derek Gillard Co- owner of Integritas Solu=ons Inc. Service Management Prac=ce Principal and consul=ng service delivery consultant 24 years of business and IT experience SM consultant for 15 years Experience in public sector, transporta=on, financial services, telecom, health care

30 Integritas Solutions Formed in May, 2007 Significant growth over past 5 years Provides Consulting, Training, and On Demand Experts across 4 Practices: Service Management Project Services Business Continuity and Disaster Recovery Leadership and Professional Development

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