Helpdesk Services at the Executive Office of Energy and Environmental Affairs is defined as follows:

Transcription

1 5. Helpdesk Services 5.1 Sectin Overview This sectin f the plan defines Helpdesk Services at EOEEA as well as the key ratinale and benefits f cnslidating Helpdesk Services. Descriptins f the baseline current state and future target state are included in this sectin, alng with a gap analysis f the tw states, and the cnslidatin plan fr clsing the identified gaps (including details arund key activities, duratin, resurce needs, key assumptins, and critical path dependencies). 5.2 Defining Helpdesk Services Helpdesk Services at the Executive Office f Energy and Envirnmental Affairs is defined as fllws: IT cntact center that includes the assciated tls, prcesses, and staff respnsible fr prviding internal IT services at agreed upn service levels It is imprtant t nte that this definitin des nt include any business - / prviderfacing help desk supprt that may reside at the agency r ther rganizatins.? What desktp applicatins, enterprise applicatins, cmputers, servers/strage devices, telecmmunicatins, cell devices, 5.3 Summary f Key Changes fr Helpdesk Services The key changes IT cnslidatin will have n Helpdesk Services are summarized belw. 4 Helpdesk tlsets cnslidated t 1 7 Helpdesk /Incident management SLA prcesses standards cnslidated t 1 7 Helpdesk/ Incident management rganizatins cnslidated t 1

2 5.4 Key Perfrmance Indicatrs (KPIs) Metrics were identified t help EOEEA mnitr its prgress in achieving the specific benefits. These metrics are rganized by the three main benefit categries efficiency, effectiveness, and infrmatin security. The crrespnding business value is als described. Efficiency KPIs Business Value Reduced cst t perate helpdesk KPI Cst per resurce/redundancy Enhanced Tier I Current Measure Target Measure Effectiveness KPIs Business Value Imprved, standardized availability f helpdesk during nrmal business hurs KPI 8:00am 5:00pm -? Practive use f infrmatin Current Measure Target Measure Infrmatin Security KPIs Business Value Imprved, standardized infrmatin security KPI? Security Team? Virus - WSUS Current Measure Target Measure 5.5 Cnslidatin Levels The three key levels f cnslidatin fr Helpdesk Services are: Level 1 Level 2 Fewer than 50% f agency Help Desk Services cnslidated, standardized, and managed at Secretariat level 50% - 99% f agency Help Desk Services cnslidated, standardized, and managed at Secretariat level Level 3 (Target State) All agency Help Desk Services cnslidated, standardized and managed at Secretariat level

3 AGR DCR DEP DFG DPU ENE ENV 5.6 Current State Baseline EOEEA Helpdesk Services is currently at Level 1 f cnslidatin. EOEEA is currently wrking with Delitte Cnsulting attempting t frmulate a plan. Helpdesk Cmpnents Cnslidated Agencies Technlgy Prcess Peple 5.7 Future State Target EOEEA Helpdesk Services cnslidatin will build an IT Service Desk rganizatin at the Secretariat level as a single pint f cntact t supprt IT requests fr all agencies within EOEEA. The cnslidatin gal is t centralize gvernance, imprve respnse time and initial call reslutin, and prvide a cnsistent IT service supprt mdel acrss the Secretariat. Key characteristics f the target state (Level 3) can be described as fllws: Technlgy: A Service Management platfrm will exist that supprts a Management Service Supprt mdel EOEEA t determine Help / Service desk applicatin supprting all Agencies Prcess: Well-established service levels will guide the delivery f helpdesk services t end users SLA s and cnslidatin shuld reduce respnse times Create Secretariat knwledge base fr increased Tier I supprt Manage in a practive state f prblem reslutin Peple: A supprt rganizatin will exist at the Secretariat level Greater leverage f knwledgeable resurces t supprt all Agencies Increased pprtunities fr career develpment acrss varius lines f business

4 5.8 Gap Analysis Key gaps between the current state f Helpdesk Services and the future target state are summarized in the table belw and rganized alng the fur dimensins f gvernance, technlgy, peple, and prcess. When made available by the Secretariat, supprting data illustrating these gaps are listed belw. IT Service Sub-Area Technlgy Prcess Peple Cnslidatin Levels Level 1 Level 2 Level 3 Supprting Data 7 Agencies need t adpt, and migrate t a centralized tlset at the Secretariat level. 7 Agencies need Custmer Service Center SLA s Nrmal business day: X:XXam t X:XXpm Mnday Friday Hliday Cverage needed as nt all Cunty s bserve all Hlidays Off Hurs Cverage: Inclement Weather: nrmal business hurs - Essential Staffing will apply Centralized at the Secretariat level thrugh the EOEEA Secretariat Infrmatin Technlgy Organizatin 7 Agencies need t adpt, and migrate t a centralized Helpdesk at the Secretariat level. Current State Target State

5 5.9 Helpdesk Services Cnslidatin Plan The fllwing key activities cnstitute the plan fr clsing the gaps identified in the abve gap analysis and driving twards cnslidatin. Key Activities, Objectives, and Expected Outputs Each key activity listed in the table abve is tied t key bjectives and expected utputs generated as a result f executing this activity: Key Activity Objective (Purpse) Expected Outputs Step 1: Select Help Desk T represent technlgy, business, and Diverse grup t identify prcess Cmmittee financial stakehlders Step 2: Identify Help Desk Criteria (What is the HD tracking) Step 3: Identify key staff fr varius levels f Help Desk Step 4: Evaluate Help Desk Sftware T standardize n Help Desk Criteria at the Secretariat level T put in place the Help Desk Organizatin at the Secretariat level and analyze skill set T standardize n a single prduct A centralized set f criteria and service requests t be managed at the Secretariat level Clearly defined Help Desk rganizatin t be managed at the Secretariat level A centralized tl t facilitate and manage the change management prcess at the Secretariat level Step 5: Identify key lgistics Identify lgistic issues Install Secretariat wide services capable f managing the Help Desk at the Secretariat level Step 6: Prcure r Select Tl Step 7: Install Tl Step 8: Train Staff Step 9: Implementatin Tl T select the Help Desk management tl at the Secretariat level T standardize Help Desk management service at the Secretariat level T have a baseline skill set at the EOEEA Secretariat T standardize the Help Desk Management service at the Secretariat level A centralized tl t manage Help Desk at the Secretariat level A centralized tl t manage Help Desk at the Secretariat level Organizatinal and gvernance mdel t staff centralized help desk grup Help Desk supprt at the Secretariat level prviding standardized SLA s

6 Plan Timeline, Owners, and Supprt These key activities are depicted in a Gantt timeline belw with key accmpanying milestnes identified: Step 1: Select Cmmittee Jun Jul Aug Sep Oct Nv Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nv Dec Step 2: Identify Criteria Step 3: Identify Staff Step 4: Evaluate Sftware Step 5: Identify Lgistics Step 6: Prcurement Step 7: Installatin Step 8: Training Step 9: Implementatin

7 Duratins f each key activity are specified in the start and end dates listed in the table belw. Resurce needs t implement and drive this plan frward are specified belw at tw levels: (1) Activity Owner the key persn respnsible fr driving and verseeing the activity, and (2) Activity Supprt the types f resurces needed t assist the activity wner in executing these activities. Key Activity Start Date End Date Owner Supprt Step 1: Select Help Desk Cmmittee 07/01/09 07/17/09 Step 2: Identify Help Desk Criteria 07/20/09 08/31/09 (What is the HD tracking) Step 3: Identify key staff fr varius 07/01/09 8/31/09 levels f Help Desk Step 4: Evaluate Sftware 09/01/09 11/30/09 Step 5: Identify key lgistics 10/01/09 11/30/09 Step 6: Prcure r Select Tl 11/01/09 12/31/09 Step 7: Install Tl 01/01/10 02/28/10 Step 8: Train Staff 2/01/10 04/30/10 Step 9: Implementatin Tl 05/01/10 12/31/ Implementatin Cnsideratins Key Assumptins Senir staff have cmplete buy in t plicy and prcess Resurces will be available t meet timelines All IT service requests will use the centralized IT Helpdesk t pen any Secretariat supprted IT service Critical Path Dependencies Cnduct an Individual skill set assessment f the IT Helpdesk staff t determine prper alignment f resurces Service level agreements are clearly defined fr ITIL like prcesses. Maintain yearly training level fr all Tier I staff