Managed Print Integration Services/ Print Services (MPIS/PS) Responsible/Accountable/Support/Consulted/Informed (RASCI) Matrix

Transcription

1 Responsible/Accountable/Support/Consulted/Informed (SCI) Matrix Responsible/Accountable/Support/Consulted/Informed (SCI) Matrix Service Creation Print Services () Develop WTD Service Strategy and Architecture C Collect WTD Service, Security and Privacy Requirements C Define standard Service Catalogue for WTD Printing Products C Establish WTD Contract for WTD Printing Products C Supply Chain Integrity Check S Design and Build WTD Services (Operational Readiness) for the enterprise R AC Design and Build Pull Print Solution (enable authenticated users to release their print job at the printer) TBD TBD TBD Design and Build Print Policy Solution (privilege management, b/w vs colour, most economical printer, authorized printer, authorized function (i.e. scan, fax, copy, print) etc.) TBD TBD TBD Design and Build Print Spooling Solution (enable users to send print jobs to printers) TBD TBD TBD Design and Build Print Management Solution (metrics, performance reporting, media supply monitoring) R AS Design and Build Service Delivery Portal Solution (log tickets, submit service requests, retrieve reports) TBD TBD TBD Perform GC Security Assessment and Authorization S AR Accept WTD Services on behalf of GC S AR Service Infrastructure Management Provide all SW required to build, implement, manage and operate Pull Print Solution TBD TBD TBD Provide all HW required to build, implement, manage and operate Pull Print Solution TBD TBD TBD Host Pull Print Solution TBD TBD TBD Provide all SW required to build, implement, manage and operate Print Policy Solution TBD TBD TBD Provide all HW required to build, implement, manage and operate Print Policy Solution TBD TBD TBD Host Print Policy Solution TBD TBD TBD Provide all SW required to build, implement, manage and operate Print Spooling Solution TBD TBD TBD Provide all HW required to build, implement, manage and operate Print Spooling Solution TBD TBD TBD Host Print Spooling Solution TBD TBD TBD Provide all SW required to build, implement, manage and operate Print Management Solution Provide all HW required to build, implement, manage and operate Print Management Solution TBD TBD TBD Host Print Management Solution TBD TBD TBD Provide all SW required to build, implement, manage and operate Service Delivery Portal Solution TBD TBD TBD Provide all HW required to build, implement, manage and operate Service Delivery Portal Solution TBD TBD TBD Host Service Delivery Portal Solution TBD TBD TBD Provide print drivers for provided Print Devices I Provide all HW required to accept phone calls and manage incident Government of Canada 25/02/2016 Page 1 of 6

2 Responsible/Accountable/Support/Consulted/Informed (SCI) Matrix Responsible/Accountable/Support/Consulted/Informed (SCI) Matrix Print Services () Provide all SW required to accept phone calls and manage incident Provide number to contact service provider I I Departmental Service Transition Develop transition tools and templates (comms, project plans, training, etc.) R AC S Assess Departmental Preparedness C Plan, Schedule and Manage Transition R AC I Perform Transition Oversight S I Prepare for transition (standardization, application remediation, take inventory) S Execute Management of Change and Communications S Execute Departmental Transition activities S Transition Departments/ Agencies to WTD Services S Perform site assessment C Prepare optimized site design R AC Approve design principle exceptions S I Perform departmental T and SA&A Evaluations for service adoption C Order Management Create Service Orders and submit them to D-A based on Service Request approved by Department - (D-A) I Approve Service Orders I I Acknowledge Service Orders I Confirm Service Request fulfillment. I Configuration / Pre-deployment Coordinate and schedule Printer deployments C Coordinate and schedule configuration of infrastructure queue, pull print, policies TBD TBD TBD Affix the Service Provider asset tag Document configuration specifications (e.g. B/W defaults; duplex, etc.) C Deliver print devices and associated components to the D-A site location Government of Canada 25/02/2016 Page 2 of 6

3 Responsible/Accountable/Support/Consulted/Informed (SCI) Matrix Responsible/Accountable/Support/Consulted/Informed (SCI) Matrix Print Services () Unpack and physically install print device Configure device as per specifications Complete QA check list Install and Implement Perform Quality Assurance ( QA ) tests I Remove empty boxes from site and recycle, clean site Perform installation acceptance S Obtain target end-user sign-off on activities performed and recovered devices S Asset Management Track Print devices under management I I Track Software Assets used for the delivery of services and/or used to interact with print devices I I Perform License Management and Compliance Perform Move/Add/Change/Dispose (MACD) requests S Track associated configuration items Reconcile configuration items with physical inventory C Disposal Management Define and maintain disposal criteria R AC Identify items to be disposed based on predefined criteria C Submit Disposal requests I Approve Disposal requests I Perform cleansing activities on the items approved to be disposed based on pre-defined security criteria. Extract and provide persistent data media to D-A S Remove disposed device from D-A site location and recycle I Provide periodic reports on disposed devices I Perform media sanitization acceptance S Obtain target end-user sign-off on activities performed for disposed devices S Government of Canada 25/02/2016 Page 3 of 6

4 Responsible/Accountable/Support/Consulted/Informed (SCI) Matrix Responsible/Accountable/Support/Consulted/Informed (SCI) Matrix Print Services () Submit and approve Service Requests Request Coordination and Execution Acknowledge service requests submitted and approved I Notify D-A of target date of request completion I Coordinate and monitor execution of Service Requests Engage D-A to resolve site readiness issues S Execute Service Requests Coordinate communications between support execution teams and D-A C Close service request I Monitor performance of the delivery of service requests I I Security Plan, schedule and coordinate changes to the provider Print infrastructure security components. C C Ensure adherence to established security standards. I I Respond to GC inquiries related to print security components. I I Respond to Print security alerts. C C Monitor and immediately report security incidents to D-A and in accordance with established D-A and security policies. C C Provide technical support as needed to respond to security incidents. C C Manage Print Incidents for service provider devices Remediation Manage Print Incidents for GC owned legacy devices TBD TBD TBD Provide end-user support for print devices Provide Second-level support for service provider devices I Provide all human, financial and material resources to receive phone calls from D-A Monitor devices and respond to alerts. Troubleshoot and provide problem support and repair for Incidents in accordance with the Service Provider established procedures. Provide technical support as needed to resolve problems. Provide all human, financial and material resources for on-site Remediation services Manage and coordinate on-site Remediation services for any failing or broken device. Perform on-site Remediation services (break-fix, preventive maintenance). Provide device consumables for managed devices. Automatically ship consumables to D-A site locations just-in-time. Manage and follow-up on on-site Remediation vendor performance. Perform periodic on-site break-fix vendors assessments and evaluation * I I Initiate and manage corrective actions if the vendor performance is not complying to the negotiated contracts stipulations I I Government of Canada 25/02/2016 Page 4 of 6

5 Responsible/Accountable/Support/Consulted/Informed (SCI) Matrix Responsible/Accountable/Support/Consulted/Informed (SCI) Matrix Print Services () Review results of corrective actions and/or improvement plans to ensure completion and adherence to the Service Level Agreement S I Release Management Plan and schedule new release of training material C I Plan and schedule new release of processes C C Plan and schedule new release of technology solution C C Plan and schedule introduction of new print devices C C Obtain D-A approval of the proposed release S Coordinate certification tests with D-A C Perform certification testing S Perform User Acceptance Testing S Obtain D-A s approval on certification tests S Deploy the new certified item in production via the Release Management plan Close release I Service Delivery & Client Relationship Management Produce daily, weekly, monthly, quarterly operational performance reports I I Address operational performance issues in a timely manner with the goal of consistently delivering to the Service Level Agreement I Perform Client Satisfaction Surveys S I Address satisfaction issues presented through Client Satisfaction Surveys I I Escalate unresolved incidents and service delivery issues. S Manage escalations from D-A. S Review all operational and performance reports and results of corrective actions and/or improvement plans to ensure completion and adherence to the Service Level Agreement I I Actively participate in weekly Service Management meetings to review day-to-day issues related to Print Services S Government of Canada 25/02/2016 Page 5 of 6

6 Responsible/Accountable/Support/Consulted/Informed (SCI) Matrix Responsible/Accountable/Support/Consulted/Informed (SCI) Matrix Print Services () Governance Management Actively participate in semi-annual and ad-hoc meetings as required to oversee ongoing development and evolution of the WTD Printing Products Services I I Actively discuss the implications of technology trends and make recommendations for advancement to the WTD Printing Products Services and their related technologies C C Perform quarterly review of achievement of KPI targets S I Perform quarterly review of emerging requirements S C Identify end-of-life devices and propose replacement devices in the catalogue C C Identify continuous service improvement opportunities and present service improvements plans C C Review and approve service improvement plans S S Report on progress of service improvement plan implementation I I Financial Management Produce service consumption reports for D-A I Produce and deliver financial reports including monthly invoice, service level credit report, monthly chargeback extract, and monthly inventory/asset report to support D- A s financial processing I Reconcile financial reporting discrepancies S Resolve invoice discrepancies S Forecast service consumption C Source Wikipedia ( Responsible (also Recommender ) Those who do the work to achieve the task.[7] There is at least one role with a participation type of responsible, although others can be delegated to assist in the work required (see also SCI below for separately identifying those who participate in a supporting role). Accountable (also Approver or final approving authority ) The one ultimately answerable for the correct and thorough completion of the deliverable or task, and the one who delegates the work to those responsible. [7] In other words, an accountable must sign off (approve) work that responsible provides. There must be only one accountable specified for each task or deliverable. [4] Support Resources allocated to responsible. Unlike consulted, who may provide input to the task, support help complete the task. Consulted (sometimes Consultant or counsel ) Those whose opinions are sought, typically subject matter experts; and with whom there is two-way communication. [7] Informed (also Informee ) Those who are kept up-to-date on progress, often only on completion of the task or deliverable; and with whom there is just one-way communication.[7] *Green means governance responsibility Government of Canada 25/02/2016 Page 6 of 6