GIS Service Provider. GIS Service Management

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1 GIS Service Prvider GIS Service Management

2 Overview What is ITIL? Brief Ottawa GIS Backgrund Prject Request The basis f ur existence in GIS, a need fr GIS service. Where d they cme frm? Service Strategy Financial Management (ROI vs. Expense) Prtfli Management Level f Service Demand Service Design Level f Service Catalg Yur menu f services Data Security In-Huse r Cnsultants Capacity (Speed/Strage) Weighing demand with data and supprt staff. Cntingency (Wh will be effected when the data is lst) Service Transitin Service Assets Transitin Planning Release and Deplyment Service Operatin Service Desk peratins Applicatin Mgmt. (versins/ releases) Technical Management (Hardware updates) Prblem Mgmt. (Issues and hw t deal with them) Cntinual Service Imprvement Hw d we maintain a useful service frm start t finish.

3 What is ITIL? Infrmatin Technlgy Infrastructure Library - Is a standard fr IT Service Management. - Is abut the management f services t deliver value t the business (Cunty) - Services include infrastructure supprt, applicatin develpment and applicatin supprt. - These are frmalized prcedures/steps t fllw t imprve the quality f services prvided t the business (Cunty)

4 What is ITIL? ITIL is made up f 5 Functins: - Service Strategy - Service Design - Service Transitin - Service Operatin - Cntinual Service Imprvement

5 Ottawa Cunty GIS Backgrund and Infrastructure GIS Team in the Ottawa Cunty Infrmatin Technlgy Dept Servers, running in a Virtual Envirnment (VM) 4 servers & SAN strage Tw SDE's (Publishing and Prductin) Tw Web Servers 1 test 1 prductin AGS Standard Licensing (42 internal ArcGIS Arc View\Inf\Editr license, mst Arc View/Basic users) Multiple Online Applicatins (Public, LU and Department) Custmized Arc/Reader applicatins fr Internal and external use Lcal Unit Partnership (18 f 24) Agency Partnership (OCRC, OCCDA, GR Water) Cunty Departments (Prcess integratin) Mandate Supprt Fur Staff Members (Manager, Sys Analyst, Prgrammer and a Technician)

6 GIS Prject Request Develp a systematic methd fr ranking and priritizing request Questins t ask: Des this request affect citizen s safety? (911/emergency planning) Hw many users will this request impact? Des the cst f the request utweigh the verall benefits? Is this request part f an verall prcess with prject scpe? Des the request directly cntribute t a cunty mandate? Will the request ffset peratinal cst? (In time savings, dllar savings and/r generate revenue)

7 GIS Prject Request Where t Start? Hw d we rank request? (establish type f request): Emergency (Safety 911 related) Cunty Imprtance? (State and/f Federal Mandate) Revenue Generatin / Time Saving, create efficiencies Municipality, Internal Department, Cunty Agency and/r Public Engineering Firms / Cmmercial

8 Request Examples: Prperty Mapping Applicatin Brad user base Psitive impact n cunty business Time efficiency cst savings (use can be measured) Public Incident mapping applicatin: Affects verall citizen safety Has psitive impact n multiple departments Creates cst savings thrugh time efficiencies Wildly ut f prject scpe Electin Mapping Canvassing Bk: (Last) High develpment cst Time t create Material cst Limited usability

9 Identify yur Level f Service Chas Prjects are take at all levels, first cme first served Reactive Prcesses are started in respnse t immediate needs. Prjects are dne piecemeal t achieve a slutin. Practive Methds are in place and fllwed fr a majrity f GIS prjects and prcesses but are n standardized frmat. Optimized Meet and/r exceed business needs with in place prcedures fr prject management.

10 Service Strategy (3 Main functins) Establishes an verall strategy fr the rganizatin s planned IT/GIS services and IT/GIS Service management practices. Define the market, Develp the fferings, Identify strategic Assets, prepare fr executin. Creating Value t the rganizatin and Calculating that Value Financial Management Prtfli Management Demand Management

11 Service Strategy Questins Utility + Warranty = Value Fit fr purpse Fit fr Use What service shuld we ffer and t whm? Hw d we create value fr ur custmers/users? Hw d we define service quality? Hw d we allcate resurces?

12 Service Strategy Warranty calculated Utility Calculated

13 Service Strategy Financial Management Financial Management Quantifies the value f the GIS service and its assets in additin t establishing the peratinal financial frecast (budget) fr the service. Assets: Hardware, Sftware, Data and knwledge Ottawa Cunty GIS Assets Measured:

14 Service Strategy Financial Management Ensuring the business (Cunty) understands the cst f prviding the service. (Initial understanding and current understanding)

15 Service Strategy (Prtfli Management) Prtfli Management Managing the prtfli f services being delivered. Managing Services and cntinuus evaluatin f their value. Data (data layer plan) (see hand-ut) Applicatins

16 Service Strategy (Prtfli Management) What service des GIS Prvide? Data Raster Data (Aerials, IR and LiDAR Vectr Data sets Scanned Dcuments Applicatins Online applicatins that prvide a service Desktp applicatins that allw users t create their wn service Training

17 Service Strategy (Demand Management) Demand Management Understanding and influencing a custmer s demand fr services and prvisin f capacity t meet the demand. Calculating Demand:

18 Service Strategy Demand Management (Establish the Wrklad) 2011 Budget 2014 Budget * FTE in 2012 went frm 5 dwn t 4

19 Service Strategy Demand Management (Establish the Wrklad) (Methd f Calculatin)

20 Service Strategy (Outcmes) Detailed descriptin f the GIS Services delivered t custmers A Strategic Plan fr achieving bjectives set by the Cunty. Financial Budget and Perfrmance evaluatin plan Frmalizatin f the level f Utility (ROI) and Warranty (Measured System Access) fr the service GIS prvides.

21 Service Strategy (Value) This allws the business (Cunty) t understand: Services that will be prvided Wh the custmers and users f the service are and will be Measured Value f the service t the custmers and users Cst f the service Capacity f GIS t deliver the service

22 Service Design Is the phase where new r changed services are aligned with the business gals identified in the service strategy phase. This is where services are designed and/r develped fr intrductin int the prductin envirnment.

23 Service Design (7 Main functins) Level f service Availability Management Capacity Management Cntinuity Management Service Catalg Supplier Management Infrmatin Security Management

24 Service Design Level f service (efficiencies) Allws GIS t negtiate, agree and dcument the apprpriate GIS Service targets that align with the Cunty s Gals and Objectives. (SLA s) Availability Management (utcmes) Defining, analyzing, planning, measuring and imprving the availability f GIS Services. Designed t meet Cunty business requirements. Capacity Management The gal is t ensure the supply f GIS resurces meets the custmer s / user s demand fr them

25 Service Design Capacity Management Cntinued Mving frm the physical server envirnment t the Virtual Envirnment. Prductin SDE / Publishing SDE D we have enugh strage space? D we have enugh RAM? D we have enugh Prcessing pwer? Cntinuity Management GIS cntinuity: preparing fr recvery. Server replicatin (GIS is a discretinary service) D we spend thusands f dllars t have failver cntingency? What Mandates will be affected? Withut full cntingency hw lng can we be back up and running? Server Failure f August (wrst case scenari) Server and data back up Ottawa GIS uses LTO3 tape system SQL backed up nightly

26 Service Design Service catalg Describes the services that are currently in the prductin envirnment, business prcesses that are enabled and the custmer s service quality expectatins (SLA s and perfrmance) Supplier Management GIS manages the business requirements and SLA s prduced by 3 rd party cntracts. (LLC s vendrs) Infrmatin Security Prtects the infrmatin cnfidentiality, integrity and availability by creating and enfrcing an infrmatin security plicy. (Central Dispatch/ Incidents, Public Health data)

27 Service Design (utcmes) Business requirements fr planned services Functinal requirements Service Level Requirements Operatinal Level Requirements Organizatinal Readiness Assessment Service Management Plans Financial plans (budget) Disaster Recvery plans Service Imprvement plans Capacity and Availability plans Incident management plans Service Lifecycle Plan

28 Service Design (value) Creating a standard t fllw Cnsistency f services Easier Implementatin f new and/r changed services Imprved GIS Service alignment with Cunty needs Imprved Quality f Service

29 Align Rles with Wrklads Cunty Business Alignment Ottawa Cunty IT Department Perfrmance Indicatrs Cunty Visin Cunty Missin Cunty SWOT GIS Visin GIS Missin GIS SWOT Are we wrking twards achieving ur visin? Are we perating within the purpse and scpe? Cunty Strategies and Gals Strategic Gals Tactical Gals Operatinal Gals What needs t be Measured What needs t be Measured What needs t be Measured Ottawa Cunty Objectives Ottawa Cunty IT Objectives Perfrmance Indicatrs

30 Service Transitin Service Transitin is the phase where new r Changed Services are transitined int Service Operatin aka: prductin. Managing capacity and resurces needed t package, build, test and deply a release int prductin Ensuring services can be managed, perated and supprted in accrdance with requirements established in Service Design.

31 Service Transitin (4 Main Cmpnents) Change Management Ensures standardized methds and prcedures are used t manage all changes t services r prductin envirnments. Service Asset and Cnfiguratin Mgmt. Asset management tracks and reprts the value and wnership f financial assets thrughut their service life. Cnfiguratin Management tracks, using a Cnfiguratin Management Data Base (CMDB), the cnfiguratin items (CI) f an IT System. Release and Deplyment Management Prepared services fr release int the prductin envirnment Knwledge Management The prcess that IT and GIS use t cllect, analyze, and Exchange infrmatin and knwledge within the Cunty.

32 Service Transitin (Outcmes) Updates the service prtfli cnsisting f new r changed services Updates the service package that defines the services GIS prvides Updates the transitin plan used t mve services int peratinal prductin.

33 Service Transitin (Values) Ensures all changes cmply with cunty business requirements Manages the level f risk during service implementatin using cntingency plans. Standardizes the implementatin plan fr new and changed services. (same steps and prcedures applied fr data as well as new and updated/changed applicatins)

34 Service Operatin Service Operatin is where the value f the services in prductin are realized by the custmer/user. The day-t-day peratin f the prcesses that manage the services takes place. Where perfrmance metrics fr the services are gathered and reprted

35 Service Operatin (4 main functins and 6 prcesses) GIS Operatins Management Technical Management Service Desk (Shared Ottawa IT Service) IT as a unit prvide the element f Service Desk Operatins Applicatins and Data Infrastructure Help Desk GIS Applicatins Management Prcesses Event Management Incident Management Prblem Management Request Fulfillment Management Access Management Applicatin Life Cycle Management

36 Service Operatin GIS Operatins Management Respnsible fr the daily peratinal activities needed t manage infrastructure accrding t perfrmance standards defined during Service Design Technical Management Technical skill and resurces needed t supprt the nging peratin f the IT infrastructure

37 Service Operatin Applicatin Management Respnsible fr managing applicatins thrughut their life cycle. This functin supprts and maintains peratinal applicatins. Designing, Testing, and imprving applicatins that frm part f the GIS Service Prtfli

38 Service Operatin (prcesses) Event Management Alerts r Ntificatins created by an IT service, cnfiguratin item r mnitring tl (Less GIS Specific Mre IT Infrastructure related) Incident Management The prcess f quickly restring nrmal services when there is an interruptin t a service r a reductin in the quality f service. AGS Web Applicatins Cmpnents (Incident repair prcedures) Restart the service (check), restart SOC and SOM (check), Restart IIS (check) and if all that fails restart the web server(check). Still a n g re-run the parcel Cache and restart the web server. (remedies 95% f interactive mapping incidents)

39 Service Operatin (prcesses) Prblem Management Main gal t detect the rt cause f an incident, determine a reslutin and ensure that the incident des nt ccur again T many cnnectins t SDE (Optimized fr perfrmance) Netwrk issues SQL Transactin Lg filling space (regularly scheduled clean-up) Request Fulfillment Management Manage service request frm Users (Numara Ftprints) Incidents vs. service request. Tickets (lgged, measurable and reprted)

40

41 Service Operatin (prcesses) Access Management Manages the rights that are given t users t access GIS Services r data. SDE Access Viewers and Editrs Web Applicatins Permissins Sheriff s incident Mapping Applicatin Public incident mapping Applicatin Applicatin Lifecycle Management Maintaining and Managing Applicatins. In rder: Requirements fr service requested (Des it have Utility?) Design Build and Test Quality Review (Will it have Warranty?) Deply Operate Optimize (within review and prject scpe) Sheriff s incident mapping example

42 Service Operatin (utcmes) Technical Management Reprts IT Operatins Reprts Service Desk Reprts Applicatin Management Reprts SLA s Event Reprts Time Usage Reprts Resurce Perfrmance Reprts

43 Service Operatin (value) Service Strategy, the service is mdeled Service Design, the service is design, develped and cst validated In Cntinual Service Imprvement, the measures fr ptimizatin are identified.

44 Cntinual Service Imprvement Is respnsible fr cntinually aligning GIS Services t changing business needs. CSI identifies and implements imprvement int GIS Services that supprt business prcesses. CSI is abut lking fr ways t imprve prcess efficiency and cst effectiveness thrughut the entire service lifecycle.

45 Cntinual Service Imprvement Seven Step Imprvement prcess 1. What shuld be measured 2. What can be measured 3. Gather the necessary data 4. Prcess the data s it s understandable 5. Analyze the data fr trends 6. Present the infrmatin t apprpriate audience 7. Implement actin(s) in rder t imprve prcess

46 Cntinual Service Imprvement Service Measurement Defines the metrics that will be used during data analysis Service Reprting Organizes status and perfrmance data int infrmatinal reprts. Ex: dashbards, SLA reprts Service Imprvement GIS maintains and imprves the quality f the service by agreeing t, mnitring and reprting n GIS achievements

47 Cntinual Service Imprvement Service Reprting (Example)

48

49 Cntinual Service Imprvement (utcmes and value) Outcmes Service Imprvement plan Lessns learned dcuments that identify hw each prcess phase can be imprved Value Better infrmatin abut each service Imprved stability, reliability and availability Imprved metrics Clear view f GIS IT and Cunty Business alignment Better wrking relatinship with users and custmers

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