Agency for State Technology Information Technology Service Management Cherwell Offering

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1 Agency for State Technology Information Technology Service Management Cherwell Offering July 11, AST-COO-MISC-0001

2 Contents I. Executive Summary... 3 II. Offering Description... 4 III. Offering Components... 5 IV. Roles and Responsibilities... 6 V. Cherwell Special Offering Cost... 8 A. Cost Description - Costs for the AST Cherwell Offering are based on:... 8 B. Implementation Plan: Contact for Consultation Appendix A Overview of Cherwell Service Manager Appendix B Frequently Asked Questions Appendix C Cherwell Implementation Project Appendix D Cherwell Implementation Project Life Cycle AST-COO-MISC-0001

3 I. Executive Summary AST Cherwell Offering A. The Agency for State Technology (AST) has developed the Cherwell ITSM (Information Technology Service Management) product offering. This offering includes associated ISO/IEC compliant policy, process description, and procedures for each initiated process that can be used as is, or serve as a foundation for organization customization. B. The AST ITSM product provides organizations the opportunity to replace or upgrade their existing ISTM with this robust offering. The solution provides reduced costs, shorter implementation timeframes, and an ITSM management system that is compliant with the best practice frameworks of ITIL and COBIT. C. The AST Cherwell offering includes preconfigured modules for Incident, Service Request, Change, Release, Problem, and Configuration Management processes while also providing agencies the ability to customize existing processes and build new ones to meet individual and specific needs. In addition, the following value-add components will be available as part of the offering: 1. Performance dashboards (organization, tactical, individual) 2. Customer portal 3. Business relationship module 4. Continuous service improvement module 5. Project module template 6. ISO/IEC compliant policy, process description, and procedure documents for each process. 7. Pre-defined performance and workload reports based on industry standards and best practices 8. Computer-based training modules for staff developed in conjunction with, and hosted by Florida State University 9. Templates for services established within a service catalog D. A single service management system allows for the following benefits: 1. Increased efficiencies and reduced duplication of efforts. 2. Standardization of processes and procedures across agencies. 3. Improved communication and allocation of resources. 4. Blind benchmarking opportunity for agencies to compare performance and identify improvement opportunities within and between agencies. E. A Cherwell user community will be developed for agencies to share workflows and best practices, supporting the concept of develop once, deploy multiple times. 3 AST-COO-MISC-0001

4 II. Offering Description AST Cherwell Offering A. The foundation of the AST Cherwell offering is the Cherwell Service Manager (CSM). Gartner recognizes CSM on the ITSM Magic Quadrant 1 and it is also recognized as providing PinkVERIFY certified ITIL processes. CSM delivers a customer-friendly IT self-service portal, powerful dashboards and reporting, and superior mobility to an organization. 2 B. By minimizing the initial customization of the predefined configuration of CSM, an organization can greatly reduce resource cost, shorten the implementation timeline, and reduce project risk. As an organization matures in its use of CSM it can increase the complexity of design and be positioned to take advantage of functionality developed by other organizations. 1 Magic Quadrant for IT Service Support Management Tools (August 2015) 2 A more detailed description of CSM can be found in Appendix A 4 AST-COO-MISC-0001

5 C. CSM s integrated modules within one platform assists users with a self-service portal with anytime access via mobile browser and native apps. The product offers dashboards and numerous standardized reports, automates organizations with powerful interactive workflow automation, provides key ITIL processes and implements upgrades via codeless configuration. D. Self-Service Portal - The Cherwell portal allows users to login and use the selfservice capabilities of the system. This assists with IT organizations limited personnel resources and Cherwell indicates that customers report substantial productivity increases. E. Business Intelligence Dashboards and Reporting Automatically updated business value dashboards facilitate organizational decision-making. Multidimensional standardized reporting and comprehensive customizable reporting as well as configurable alerts and drilldowns are also available. F. Configurable - Cherwell allows for customizable and configurable design and build of organization s system and business processes to fit unique business requirements. G. Access - Cherwell is accessible via Internet browser as well as smart phone application (Android and ios). III. Offering Components A. AST managed services required to support the infrastructure: 1. Windows Servers for Web and Application components 2. SQL Service for Cherwell SQL instance 3. Storage 4. Backup 5. Network B. Project management support and project plans. o C. Pre-defined configuration of the Cherwell Service Management System based on industry best practices; this configuration blueprint can be customized to meet the specific needs and requirements of each organization and includes the following processes and systems: 1. Incident Management process 2. Request Management process 5 AST-COO-MISC-0001

6 3. Change Management process 4. Release Management process 5. Problem Management process 6. Configuration Management process 7. Dashboards 8. Customer portal D. ISO/IEC compliant policy, process description, and procedures for each initiated process. ISO/IEC 20000: is an international standard that is comprised of IT best practices such as ITIL, COBIT, and Six Sigma. E. Pre-defined performance reports that support management reviews at the strategic, tactical, and operational level. It can also be used to support state mandated SMART goals. F. Computer-based training videos for staff developed in conjunction with, and hosted by, Florida State University. G. Templates for services established within an organization s service catalog. H. Integration with an organization s Active Directory for employee access. I. Membership in the Cherwell user community. J. Ability to participate in a blind benchmarking study to compare performance and identify best practices with other state agencies. IV. Roles and Responsibilities A. The follow RACI Matrix displays the services associated with the AST Cherwell offering and the required participation by the various roles within an organization for completing these tasks or deliverables. 6 AST-COO-MISC-0001

7 Cherwell Special Offering Responsibility AST CUSTOMER Professional Services Infrastructure Support provided by AST Service Areas Basic Image Server R,A,C I No Database R,A,C I No Network R,A,C I No Storage R,A,C I No Cherwell Implementation Project Management R,A C,I No Standard ISO/IEC Compliant System Cherwell Image R,A C,I Standard Report Set R,A C,I No Standard Service Level Objectives R,A C,I No ISO/IEC 2000 Compliant Policy, Process, Procedure templates R,A C,I No Update Customer Policy, Process, Procedure templates R,A,C,I No Customization and Support upon request Custom Development - Planning, Design, Implementation Support for Custom Applications Support for System Assistance and Administration Specialized reports Cherwell Service Management Training Cherwell Instance Change Management Customer Change Management Coordination for Customer Initiated Customizations C,I R,A No Change Management Coordination for Cherwell Instance Updates R,A C, I No 7 AST-COO-MISC-0001

8 Configuration Management Database (CMDB) and its Configuration Items (CI) Maintenance of AST managed Configuration Items (CI) R,A,C,I No Maintenance of Application Information and Application Relationship to other CIs I R,A,C No Maintenance of Customized CIs R,A,C,I No R = Responsible A = Accountable C = Consulted The party responsible for gathering all of the information from various sources and producing the deliverable. There can only be 1 party that is responsible. The party that is accountable for approving the final deliverable for accuracy and completeness. There can only be 1 party that is accountable. The party or parties that must be consulted before a decision can be made. The party or parties that must be informed of any decision that has been made and the status of the project. I = Informed V. Cherwell Special Offering Cost A. Cost Description - Costs for the AST Cherwell Offering are based on: 1. Cherwell Licenses a. Cherwell licenses and maintenance are purchased by the Customer directly from Cherwell; AST cannot purchase Cherwell licenses for Customers. b. Licenses are concurrent suggested ratio is 1 license per 3 active IT staff who will be working tickets in the Cherwell Client. c. Licenses can be specifically assigned to an individual, if necessary. d. Cherwell Customer Portal access does not require a license for most functions. 8 AST-COO-MISC-0001

9 e. As of 7/1/2016, Cherwell licenses are available via the COTS State Term Contract through SHI/Carahsoft. 2. Test and Production Cherwell Application and Web on AST Managed Servers a. Server requirements are minimal. b. The cost for Application and Web servers are a recurring SDC expense. 2. Shared SQL clustered Service a. Customers are charged per their utilization of the SQL environment based on their respective percentage of the total AST Cherwell offering licenses. b. The cost per seat of the SQL cost will decrease as the collective AST Cherwell Offering license count increases (as more Customers come onboard). c. SQL service is a recurring SDC expense based on their respective percentage of the total AST Cherwell offering licenses. 3. Professional services training and customization requiring AST assistance a. Cherwell Service Management Foundation Course can be procured from Cherwell or a 3 rd party provider. This course instructs an organization s staff on how to administer and customize Cherwell. The Cherwell website has detailed descriptions of Cherwell training. b. An estimated number of hours are provided for each implementation of a Cherwell instance. The number of hours actually required is dependent on the requirements defined by the Customer for their respective implementation. c. Professional services hours are charged for actual time worked by AST staff. d. Post-implementation training and customization support can be arranged, dependent upon resource availability. 4. Professional services for Cherwell instance maintenance a. Each Cherwell instance requires annual support. b. An estimated number of hours are provided for each implementation of a Cherwell instance. c. Professional services hours are charged for actual time worked by AST staff. d. This is a recurring Cherwell Special Offering expense. 9 AST-COO-MISC-0001

10 B. Implementation Plan: Considerations are offered in Appendix C on implementation of the Cherwell product. Included is a discussion on the project proposal, requirements, and training. Each project is different and each Customer has their own ideas for roles in the implementation of products within their organization. Appendix D displays the AST implementation project lifecycle flowchart for Cherwell including: 1. Milestones, 2. Planning documents, 3. Work products, 4. Training, and 5. Testing Contact for Consultation The AST-SDC ITSM product team is available to discuss the ITSM product offering including costs and what can be provided to assist Customers with implementation. For more information, please contact: AST Service Desk (850) or (877) AST-COO-MISC-0001

11 Appendix A Overview of Cherwell Service Manager Cherwell Service Management (CSM) delivers a holistic approach to IT service management (ITSM), allowing IT and support departments to align strategically and deliver maximum value. Using CSM s fully integrated modules within one platform, the organization can work anywhere, anytime via mobile browser and native apps; deliver quality business intelligence dashboards and reports; automate key processes using powerful interactive workflow automation; provide key ITIL processes; and implement upgrades via truly codeless configuration. 1. Collaborative Self-Service Portal Leverage organization s limited IT resources and increase customer interaction with an efficient IT self-service portal. As your organization expands, easily consolidate multiple portals into a single site and drive higher usage levels. 2. Business Intelligence Dashboards and Reporting CSM delivers premium business value dashboards with multidimensional reporting and configurable alerts and drilldowns, generating the right reports for the right roles in your organization. 3. Truly Codeless and Completely Configurable Highly configurable and flexible, CSM can be easily customized for any organization s requirements. Design and build customized business processes to fit unique business requirements or begin using out-of-the-box. 4. Mobile Browser, Native Android and ios Apps for Best ITSM Data Access Rely on anytime, anywhere access via data-rich mobile browser and native Android and ios applications. 5. Cherwell Software ITSM Industry Leader a. Forrester Wave: SaaS Delivery Leader for ITAM SaaS Tools b. Gartner Magic Quadrant: Named the Only Challenger to Legacy Solutions Among IT Service Support Management Tools c. Pink Elephant: Innovation of the Year Award Winner for mapp Solutions and the mapp Exchange 11 AST-COO-MISC-0001

12 d. ITSM Review: Most Customizable of 19 ITSM Tools e. IDC MarketScape: Top 3 Market Leader, Fastest Growing ITSM Vendor f. Microsoft: Member of the Enterprise Cloud Alliance g. ColoradoBiz Magazine: Top Company Award Winner h. #220 on Deloitte's North America Technology Fast AST-COO-MISC-0001

13 Appendix B Frequently Asked Questions 1) Active Directory Question - Will Cherwell integrate with Active Directory (AD)?. Cherwell can populate its contacts from AD and keep it current. AD can be connected to the sandbox and production environments. 2) Firewall Question: Will Cherwell require firewall updates?. Port 8001 will need to be opened 3) APIs Question: Does Cherwell have or allow APIs to integrate with other databases?. Cherwell allows for APIs and can also connect to other databases using OLE DB or SQL server. 4) Getting Started Question: How do we begin the process if we are interested in AST s Cherwell Offering? a) Submit a Service Request for a Cherwell Demo and to discuss your general needs with AST. b) Determine the scope of your Cherwell project and receive a preliminary cost estimate for the Cherwell Offering. c) Review and receive approval from your CIO or Executive Office for a Proposal provided by AST documenting an agreement on the scope and cost estimate for the project and ongoing support. d) Kickoff the project with the development of an agreed Project Charter and Plan for the project. e) Begin procurement of Cherwell licenses, at a minimum for your sandbox usage. 13 AST-COO-MISC-0001

14 Appendix C Cherwell Implementation Project 1. Project Proposal With input from the customer, AST creates a project proposal to document the agreed scope, cost and responsibilities for AST and the Customer. The support provided by AST will depend on what is agreed to in the proposal. For example, the customer may agree to provide the project management and requirements gathering, as well as the design and development of the Cherwell solution, with AST only providing infrastructure setup, Cherwell instance and database support. Another approach could be that AST will provide the project management, gather requirements from the customer, and design and develop the solution for the Customer. Each Customer s need is different therefore each project approach will be unique. 2. Requirements To assist with requirements, a sandbox environment will be established so that the Customer can see the basic image, experiment and determine what changes are required. Requirements will be any changes that are needed to the out-of-the box implementation, or the Golden image developed by the AST for use by most agencies. If workflows or forms are needed for implementation, these must be documented so that they can be recreated in Cherwell. 3. Training Cherwell overview training for using the basic image is provided by AST once the sandbox environment is ready. The Customer is responsible for training their technical staff to administer and support the Cherwell instance as well as how to perform customizations. This technical training is available directly from Cherwell. AST can provide, if requested, train-the-trainer sessions for the Customer s training staff so they can deliver the User Acceptance Test and User training to their staff and user community. 14 AST-COO-MISC-0001

15 Appendix D Cherwell Implementation Project Life Cycle MIlestones Planning Documents Legend Work Products Training Testing AST Cherwell Implementation Project Life Cycle Execute Project 3.0 Critical Path Initiate Project 1.0 Plan Project 2.0 Environment Setup & Planning 3.1 Requirements/ Design & Build 3.2 N(N + 1) 1 User Acceptance Testing / Training 3.3 END AST Creates Proposal from Agency Request 1.1 Create Project Management Plan 2.1 Create Training Plan Create Cherwell Setup Info(Users, Customers) Gather Process Requirements and Modify Design TECHNICAL Training (Admin and Support) Cherwell Blueprint Move to Production Project Closure 4.0 Proposal Submitted to Agency for Approval 1.1 Create and Baseline Schedule 2.2 Create Testing Plan Sandbox Build and Setup BUILD TECHNICAL Solution Cherwell Production Server/ DB Build UAT User Training Day Warranty Support No Proposal Approved 1.1 Organizational & Change Mgt Plan 2.3 Operation / Maintenance Plan Basic Cherwell Overview Training AST Functional Testing UAT Testing PRODUTION Deployment (GO LIVE) Create Project Charter 1.2 R&C Assessment Planning Gate Req/Design Approval No User Training No Project Charter Approved 1.2 Customer Functional Testing No Functional Test Approval No UAT Approval AST-COO-MISC-0001

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