Oakland County Department of Information Technology Project Scope and Approach Project Name: Change Management Integration Project ID: DR0181CM Leadership Group: IT Steering Committee Department: Information Technology Division: Internal Services Project Sponsor: Phil Bertolini Date Requested: May 16, 2006 PM Customer No. 181 Request Type: XX New Development Enhancement Customer Support Planned System Maintenance or Upgrade IT Team Name: Internal Services IT Team No: R Project Manager/Leader: Becky Baucum Account Number: 17010 Account Description: Admin Division Development and Support Customer Name: Information Technology Grant Funded? Yes No XX Mandate? Yes No XX Mandate Source: Project Goal To adopt ITIL recommended Change Management process utilizing Service Center that will provide a centralized, systematically controlled environment with standardized methods and processes for implementing changes and performing technical reviews so that efficient and prompt handling of all changes will minimize the impact of incidents and problems upon implementation/release. Business Objective #1 Perform an assessment of current Change Management manual process, identify any enhancements/improvements to existing processes based on ITIL best practices and guidelines and determine Service Center requirements for integrating Change Management in Service Center. Major Deliverables Process flow of current Change Management Change Management documents and forms matrix Issues Document Assessment document for integrating Change Management in Service Center including, but not limited to, request for change, type of changes, change advisory board role/responsibilities, schedule for change, service availability, configuration item impact, scope of infrastructure and platforms that will be controlled, life cycle, approval process, etc. Assessment Phase Status Reports Assessment Approval Test Scripts and Plan Training Plan Integration plan for Deployment Services and Configuration Management Detailed Project Plan Form Rev. 04/17/2006 Page 1 Project Rev. 7/14/10
Oakland County Department of Information Technology Project Scope and Approach Project Name: Change Management Integration Project ID: DR0181CM Approach Professional Services and OCIT Internal Services will: Conduct discovery sessions with appropriate OCIT representatives. Identify and gather all necessary Change Management processes and documentation. Document current process flow and identify Change Management requirements. Develop an assessment document for integrating Change Management in Service Center, include enhancements and improvements. Obtain recommendations from Professional Services vendor regarding Service Center capabilities to support the desired business objective. Identify and determine Service Center customizations to obtain documented business objective and review impact. Determine appropriate integration with Deployment Services and Configuration Management. Document any issues that need to be considered, reviewed or escalated. Present assessment to appropriate levels of management for approval. Build the testing, training and integration plans and determine release dates. Business Objective #2 Integrate Change Management in Service Center to help minimize incidents and/or problems reported as a result of changes made to production environments. Major Deliverables Updated Project Plan Issue Document (Resolved/Workaround) Revised Test Scripts, Test, Integration and Training Plan Integrated and Tested Change Management in Service Center Dev & QA Environments Documented and Distributed Processes and Procedures Updated Service Center Handbook Updated Knowledge Documents Updated Service Center Disaster Recovery Toolkit Workshops (Trained OCTI Staff) Automated Change Management in Service Center Production. Approach Based on the approved assessment, Professional Services and OCIT Internal Services will: Integrate Change Management in Service Center Dev and QA environment. Review, create and update test scripts. Execute the Test plan in the Dev and QA environment. Create and update all necessary documentation; processes, procedures, Service Center Handbook, Knowledge Documents and toolkit. Conduct Workshops to train OCIT staff. Integrate Change Management in Service Center Production environment. Provide post integration support. Form Rev. 04/17/2006 Page 2 Project Rev. 7/14/10
Oakland County Department of Information Technology Project Scope and Approach Project Name: Change Management Integration Project ID: DR0181CM Benefits See Return on Investment (ROI) Analysis Document Impact Number of Users 200 Divisions Information Technology Leadership Groups IT Steering Committee Risk Business Environment Medium Project will require some changes to existing business processes. Technical Environment Medium Previously implemented technologies with new aspects and/or new requirements. Assumptions Staffing IT Staffing: resources will be available for the hours indicated per the attached project plan. Other Staffing: additional staffing will be available as follows: Role: Name Hours per Day Project Sponsor: Phil Bertolini As Needed Facilities Professional Services vendor staff will have access to Oakland County and working space for the duration of the Change Management integration. Form Rev. 04/17/2006 Page 3 Project Rev. 7/14/10
Oakland County Department of Information Technology Project Scope and Approach Project Name: Change Management Integration Project ID: DR0181CM Technical N/A Funding Information Technology Other Priority TBD Constraints N/A Exclusions N/A Form Rev. 04/17/2006 Page 4 Project Rev. 7/14/10
Oakland County Department of Information Technology Project Scope and Approach Project Name: Change Management Integration Project ID: DR0181CM PROJECT PHASE AUTHORIZATION Phase(s): All Total Estimated Application Services Hours: Cost: Total Estimated Technical Systems Hours: 194 Cost: $4,148 Total Estimated CLEMIS Hours: Cost: Total Estimated Internal Services Hours: 806 Cost: $98,332 IT Application Services Division Manager Approval: IT Technical Systems Division Manager Approval: IT CLEMIS Division Manager Approval: IT Internal Services Division Manager Approval: IT Management Approval: Approved: Yes No Reason: Project Sponsor Approval: Title: PROJECT SUMMARY Authorized Development (see above) Hours: 1,000 Cost: $102,480 Preliminary Estimated Development for Future Phases Hours: Cost: Grand Total Estimated Development Hours: 1,000 Cost: $102,480 Form Rev. 04/17/2006 Page 5 Project Rev. 7/14/10
Oakland County Department of Information Technology Project Scope and Approach Project Name: Change Management Integration Project ID: DR0181CM Customer Acceptance of Product: PROJECT COMPLETION AUTHORIZATION Title: Project Office Review: Form Rev. 04/17/2006 Page 6 Project Rev. 7/14/10
Information Technology Strategic Plan Alignment DR0181CM - Change Management Integration 3.1 - Provide an Enhanced Application Service Offering 3.1.1 - Increase application integration through web services 3.1.2 - Research and develop a Constituent Relationship Management (CRM) strategy 3.1.3 - Promote mobility and location integration in business applications 3.1.4 - Utilize ecommerce platform to offset costs and expand product offerings to customers X 3.1.5 - Improve the quality, reliability and availability of all applications 3.1.6 - Increase the agility and responsiveness of business units by expanding customer analytics 3.1.7 - Leverage the County's Internet presence and portal as a branded consolidated point of access to all County information and services through a web browser 3.1.8 - Centralize identity and access management for all applications and content X 3.2 - Enhance ability to provide effective and timely customer (County departments and CVTs) service 3.2.1 - Implement a centralized service center strategy to provide a single point of contact for service delivery 3.2.2 - Implement the IT Infrastructure Library (ITIL) best practice framework for IT Service Management 3.2.3 - Define a service and support strategy that clearly identifies the IT service provided X X 3.2.4 - Provide a high-quality training program to empower employees through technology 3.2.5 - Develop a formalized customer communication plan 3.2.6 - Build IT Staff expertise through professional development 3.2.7 - Expand capacity through ongoing organizational review and selective outsourcing 3.3 - Implement a Standardized Infrastructure Strategy 3.3.1 - Deliver services using a shared technology infrastructure wherever possible 3.3.2 - Implement a Microsoft infrastructure strategy 3.3.3 - Implement a consolidated security strategy 3.3.4 - Establish a standard personal computing hardware and software product suite, SLA, and replacement schedule for all County personal computers 3.3.5 - Establish support cost model and SLA for all offerings outside 3.3.4 3.3.6 - Improve service availability through network design and management strategies 3.3.7 - Establish enhanced capacity planning and recovery management strategies Run Date 6/24/2010 Page 1 of 1
Project Summary Description Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Total Benefits/Savings: Tangible Benefits Subtotal: 0 0 0 0 0 0 0 Cost Avoidance Subtotal: 0 0 0 0 0 0 0 Costs: Development Services Subtotal: 119,360 0 0 0 0 0 119,360 Hardware Subtotal: 0 0 0 0 0 0 0 Software Subtotal: 0 0 0 0 0 0 0 Infrastructure Subtotal 0 0 0 0 0 0 0 Training Subtotal: 0 0 0 0 0 0 0 Other Subtotal: 0 0 0 0 0 0 0 Annual Statistics: Annual Total Savings 0 0 0 0 0 0 0 Annual Total Costs 119,360 0 0 0 0 0 119,360 Annual Return on Investment (119,360) (119,360) Annual Costs/Savings Ratio 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% Project Cumulative Statistics: Cumulative Total Savings 0 0 0 0 0 0 0 Cumulative Total Costs 119,360 119,360 119,360 119,360 119,360 119,360 119,360 Cumulative Return on Investment (119,360) (119,360) (119,360) (119,360) (119,360) (119,360) (119,360) Cumulative Cost/Savings Ratio 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% Year Positive Payback Achieved State or Federal Mandate? Signatures: NO PAYBACK No Benefits Reviewed By Project Sponsor Costs (including IT Resources) Reviewed By Information Technology Project Manager Costs (including IT Resources) Reviewed By Technical Services Manager DR0181CM+ROI.xls/Project Summary Page 1 REV: May 31, 2006
Savings Detail Benefit/Savings Description Project Savings Category Budget Category/Funding Source Unit Desc Units Rate per Unit Total Savings Reduce Post Change Incidents & Problems Intangible Benefit 0 Improved Communication between IT Departments and Service Desk Intangible Benefit 0 Less manual efforts in regards to Request for Change forms and approvals via automated workflow process Intangible Benefit 0 Annual Multiplier Automated Request for Change process providing improvement when assessing changes and determining impact on capacity and availability Intangible Benefit 0 Staff time savings from Change information stored/maintained in single system/repository rather than accessing multiple sources to obtain information Intangible Benefit 0 0 0 0 0 DR0181CM+ROI.xls/Savings Detail Page 2 REV: May 31, 2006
Savings Detail Benefit/Savings Description Reduce Post Change Incidents & Problems Improved Communication between IT Departments and Service Desk Less manual efforts in regards to Request for Change forms and approvals via automated workflow process Automated Request for Change process providing improvement when assessing changes and determining impact on capacity and availability Staff time savings from Change information stored/maintained in single system/repository rather than accessing multiple sources to obtain information Project Savings Category Intangible Benefit Intangible Benefit Intangible Benefit Intangible Benefit Intangible Benefit Affects Project ROI? Potential Savings Extensions Y1 Y2 Y3 Y4 Y5 Y6 Y1 Y2 Y3 Y4 Y5 Y6 DR0181CM+ROI.xls/Savings Detail Page 3 REV: May 31, 2006
Savings Summary Tangible Benefit: Benefit/Savings Description Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Total Tangible Benefits Subtotal: Cost Avoidance: Cost Avoidance Subtotal: Intangible Benefit: Reduce Post Change Incidents & Problems Improved Communication between IT Departments and Service Desk Less manual efforts in regards to Request for Change forms and approvals via automated workflow process Automated Request for Change process providing improvement when assessing changes and determining impact on capacity and availability Staff time savings from Change information stored/maintained in single system/repository rather than accessing multiple sources to obtain information Savings Total: DR0181CM+ROI.xls/Savings Summary Page 4 REV: May 31, 2006
Cost Detail Cost Description Project Cost Category Budget Category/Funding Source Unit Desc Units Rate per Unit Total Cost Annual Multiplier IT Hours - New Development Development Svcs EA 1,000 122 119,360 x IT Hours - System Maintenance Development Svcs 122 0 IT Hours - Customer Support Development Svcs 122 0 IT Hours - Planned Maintenance Development Svcs 122 0 User Hours - New Development Development Svcs 0 User Hours - PTNE/OT Development Svcs 0 Affects Project ROI? Y1 Y2 Y3 Y4 Y5 Y6 DR0181CM+ROI.xls/Cost Detail Page 5 REV: May 31, 2006
Cost Detail Potential Cost Extensions Cost Description IT Hours - New Development IT Hours - System Maintenance IT Hours - Customer Support IT Hours - Planned Maintenance User Hours - New Development User Hours - PTNE/OT Project Cost Category Development Svcs Development Svcs Development Svcs Development Svcs Development Svcs Development Svcs Y1 Y2 Y3 Y4 Y5 Y6 119,360 DR0181CM+ROI.xls/Cost Detail Page 6 REV: May 31, 2006
Cost Summary Cost Description Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Total Development Services: IT Hours - New Development 119,360 119,360 IT Hours - System Maintenance IT Hours - Customer Support IT Hours - Planned Maintenance User Hours - New Development Development Services Subtotal: 119,360 119,360 Hardware: Hardware Subtotal: Software: Software Subtotal: Infrastructure: Infrastructure Subtotal Training: User Hours - PTNE/OT Training Subtotal: Other: Other Subtotal: Costs Total: 119,360 119,360 DR0181CM+ROI.xls/Cost Summary Page 7 REV: May 31, 2006
Assumptions Date 12-Apr-10 No additional hardware or software will be needed. Assumption Description DR0181CM+ROI.xls/Assumptions Page 8 REV: May 31, 2006