Incident Based Support Model

Transcription

1 Incident Based Support Model

2 Incident-Based Support Model Manage IT Applications Budget Using Incident Based Support Model Presenters William Belich - Project Manager, ObjectWin Technology, Inc. william.belich@objectwin.com Phone: (713) and Todd Kimbriel - Director of egov. and IT Policy Division, Texas Department of Information Resources tkimbriel@dir.texas.gov

3 Agenda Incident-Based Support Model Case Study and Summary

4 Software Development Lifecycle

5 Application Management Provide end-to-end support solutions, combining Application Support, Maintenance, Administration, and New Project Initiatives. Governance SLA based delivery model Incident system based services Extensive program metrics to measure and manage deliverables Established process to manage escalation and changes Resource Pool Large technical pool of resources Certifications available in related technology PMI Certified Project Managers Experience in ITIL framework Knowledge Management Client specific knowledge repository and induction kits Plan for redundancy and back-filling Continuously updated knowledge repository to facilitates quick turnarounds Information Security Customer data confidentiality Adherence to regulatory compliance Audit trail availability

6 Incident-Based Support Model Optimized IT service delivery model that moves away from the traditional time and material model to a more flexible and predictable pricing model. This is a low-cost option to further reduce maintenance spend while maintaining service levels.

7 Incident-Based Support Approach Roadmap to Establish Incident-Based Pricing Model Move towards a mature managed services model Make available historical application management records for 6 ~ 12 months Forecast of enhancement requests for 6 ~ 12 months We work with organizations to move from a service-based model to an incidentbased model to achieve reduced costs year-on-year. Our methodology to establish an incident-based pricing model:

8 Pricing Models Service-Based Pricing Price points for allocated service hours Suitable where incident volumes/ history is not available Incident-Based Pricing Price based on incident volume Suitable in mature systems with predictable incident volume

9 Agenda Incident-Based Support Model Case Study and Summary

10 Case Study Dept. of Information Resources Industry Government Administration Technology Services Employees Tools SharePoint Designer Visual Studio 2010 Business Objects Data Integrator.force Platform Environment Share Point 2007 Windows Server 2003 R2 Oracle 10g SQL Server 2005 Salesforce.com About DIR DIR provides a statewide leadership role by leveraging the state s investment in shared technology, protecting technology assets and citizen privacy, simplifying access to government services and information, and promoting the innovative use of technology across Texas. Solution Provided on time support for their applications and websites. Reduce cost of Ownership of existing applications. Configured the application to accommodate changing business requirements. Enhanced business processes by providing automated solutions. Value Proposition Provided routine system process improvements. Provided Best Practice solutions during maintenance and new initiatives.

11 Incident Classification and Prioritization The preliminary prioritization matrix is intended to help DIR prioritize their incidents based on the value to be gained from implementing that incident weighed against the effort to implement. Preliminary Prioritization Matrix Lower Solution Complexity Higher Low Effort High

12 DIR Support Process Flow Diagram

13 Governance Highlights Establish incident base line based on current metrics and data Establish project steering committee Establish incident percentage for operation and maintenance versus enhancements or projects. Establish periodic monitoring of incident data and SLA s. Establish true-up process to adjust volume and complexity of incidents at pre-established milestones.

14 DIR Implementation Process Identify Document Perform Joint Receive Client transition Current DIR Support to Maintenance champion Processes Validate support Transition Establish Prepare support teams ability to Approval transition plan team to transition to sole Monitor timeline commence maintenance role activities Assigned operations Prepare ramp-up Track metrics Support Train Process schedule Map metrics to Coordinator and resources Logistics SLA key SMEs for Design and management Perform Oracle/ Business deploy Execute support continuous Objects, technology and ramp-up and improvement Salesforce.com bandwidth ramp-down plans Weekly/Monthly and SharePoint Finalize Incident Status Reports to DIR Support Metrics Project.

15 Communication Channels Diagram depicting the onsite remote model where the onsite team and remote team are both in constant touch with the customer using various communication tools.

16 Structure

17 DIR Delivery Management Reports Provided status reports on a periodic basis. Some of the reports that were furnished as part of this engagement are shown below: Reporting detail Frequency Reported By Reported To Status Report Monthly SC DIR POC Status Reviews Weekly SC DIR POC Delivery Scorecard Weekly SC DIR POC Some of the Key Information in the Project Status Report: Period Covered by the Report Submitted By Recipients Key Accomplishments - top accomplishments during the period covered by this report

18 DIR Delivery Management Reports Key Plans - Key Plans for next Reporting Period Case Summary - Case numbers and scope by month Deliverables Risks Issues And Concerns

19 Benefits Reduced TCO-Ability to effectively utilize resources thereby driving better productivity and utilization Flexibility & Scalability -Ability to meet varying business demands giving economies of scale Better Predictability of IT Spending- Plan/budget effectively based on Short Term and Long Term planning Knowledge Retention- Efficient process to help in capturing & defining knowledge base Improved Customer Satisfaction- SLA based performance measurement Standardized Processes-Deployment of standardized set of tools and processes across engagements Leverage Best Practices using ITIL Framework Economies of Scale-Average costs fall as we grow in size Meet Unforeseen Demands-Ability toaddress any unprecedented spurt in demand with minimal cost impact Improved Operational Excellence-Standardizedset of tools/processes and committed/agreed SLA s

20 Questions? Manage IT Applications Budget Using Incident Based Support Model Presenters William Belich - Project Manager, ObjectWin Technology, Inc. william.belich@objectwin.com Phone: (713) and Todd Kimbriel - Director of egov. and IT Policy Division, Texas Department of Information Resources tkimbriel@dir.texas.gov