Real World Insights of IT Service Management Implementation through VicRoads Experience. John Ford Manager Desktop Services VicRoads

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Catherine Shepherd
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2 Real World Insights of IT Service Management Implementation through VicRoads Experience John Ford Manager Desktop Services VicRoads

3 Agenda VicRoads IT Service Management History Desktop Services Products The Start of the Journey The Journey To Date The Future Lessons Learned

4 VicRoads VicRoads is a statutory corporation within the Victorian Government Infrastructure portfolio Purpose: To deliver social, economical and environmental benefits to communities throughout Victoria by managing the Victorian road network and its used as an integral part of the overall transport system.

5 VicRoads As the Victorian road and traffic authority, we manage: 22,320 km of arterial road network, including 5,095 bridges and major culverts Develops road safety programs, registers vehicles and licenses drivers Assets valued at $14 billion Annual Program Budgets of about $850 million Revenues of around $2.5 billion 2,400 professional, technical and customer service staff

6 VicRoads Four Core Businesses Road System Management Road Safety Traffic and Transport Integration Registration and Licensing

7 Office Locations ars of service by age group e % Males age e comgroup m unity and contribute to the social, econom% ic Females and ta l d e v e lo p m e n t o f V icto ria a n d A u stra lia b y m a n a g in g th e V i k and its use as an integral part of the overall transport syste sinesses: d System Managem ent ffic and Transport Integration d Safety istra tio n a n d L ice n sin g. ocated in around 60 sites throughout V ictoria seven region y-eight custom er service centres, seven project offices, tw o c K ew H ead O ffice

8 VicRoads IT Service Delivery Focus for this presentation CIO Department Service Desk Desktop Services Telstra EDS Mincom Desktop LAN Servers Application Servers & Intranet Notes & Intranet development Wide and local area network Perimeter control R&L Applications: Hosting and maintenance & enhancements Financials & HR: Hosting and maintenance & enhancements

9 Desktop Services Operate under SLA with CIO Department Services Availability of Desktop & Laptops Availability of Groupware Services Availability of Network Printing Availability of File Servers Availability of Application Servers Project Requests Service Desk charged to CIO Dept and costs apportioned to service providers

10 Desktops & Laptops - SOE Windows XP SP2 LAN & WAN connections Anti-virus, anti-spam and anti-spyware MS Office Lotus Notes Tivoli remote control, inventory & software distribution Adobe Acrobat

11 Desktops & Laptops - SOE Windows XP SP2 LAN & WAN connections Anti-virus, anti-spam and anti-spyware MS Office Lotus Notes Tivoli remote control, inventory & software distribution Adobe Acrobat Open desktop policy Not locked!

12 Desktops & Laptops - SLA Replace 25% of fleet each year Incidents Within 4 hrs 80% Within 1 working day 90% Within 10 working days 100% Hardware faults - Next business day New Users Within 3 working days

13 Desktops & Laptops - Pricing Monthly cost per workstation Additional software is an extra cost based on actual costs No installation fees Can charge for support of non standard products No SLA penalties

14 IT Service Management - Goals Management & coordination of multiple suppliers Cost reduction Improved services to users Flexibility future growth Better Governance for Projects

15 The Journey Organisation People Processes Product - Technology

16 IT Service Management History Commenced June 2003 Defining Services for Multi-Vendor Outsourcing specifications Established common definitions 2004/5 Transition to New Providers New organisation structures CIO & DSD Departments In-sourced Service Desk Implementation of ITIL framework with CIO group to support the new arrangements and improve Services provided to the business New Services Vehicle Registration & Driver Licensing Applications EDS Financial Management Systems (Mincom) Telecommunications (Telstra) Desktop, LAN & Application Servers Desktop Services (Internal)

17 Where We Started People Significant HR issues Lack of trust with previous management Skills low in some areas Good customer service focus Staff skeptical about management fads ISO 9000 Accreditation

18 Where We Started Processes Service Desk Service Support Part of the Customer Call Centre Lotus Notes ticket logging application Low IT skill set Incident Management Incidents tracked Poor categorisation,, no priorities Not all incidents logged No SLAs No detailed reporting Too many open tickets and for too long a time!

19 Where We Started Processes Service Support Problem Management Nothing formalised,, only Big Issues addressed Change Management Server focus, only some changes recorded No defined process Lotus Notes System Not integrated with Incident or Change Management No regular reporting

20 Where We Started Processes Service Support Release Management No formalised process but a number of process steps defined as part of an SOE upgrade project Not integrated with Incident or Change Management No regular reporting Configuration Management Multiple databases No good control of asset movements

21 Where We Started Processes Service Delivery Service Level Management No Financial Management Good, chargeback, business planning, service costing Capacity Management Ad hoc Continuity Management No Availability Management - No

22 But with Major Infrastructure Projects in progress Move desktop from W98 to Windows XP SP2 Insource LAN servers and move from OS/2 to Windows 2003 Upgade to Lotus Notes 6.5 including new Intel hardware New Communications Room Establish SAN at Kew and centralised data backup strategy

23 The Journey - People ITIL Foundation Training for all staff Defined the Roadmap Embodied in IT Strategy Plan Annual Business Plans Annual Technology Plans ITSM Roadmap Rewards/Games Idea of the Month Best Change Record Best Problem Record Feedback on Progress Service Management an Agenda Item for all staff & management meetings Publish Monthly SLA Reports (60+ charts)

24 The Journey - Processes Process workshops externally facilitated No dedicated project team Line Managers became Process Owners Initial Focus Service Support Incident/Change/Problem Release/Service Request/Project Request Major Review twice yearly internally & externally

25 The Journey - Technology

Service Delivery Availability Mgt Capacity Mgt Service Continuity Mgt Service Management Monitor, Analyse & Report Avail Model/Size Capacity Resource Tuning Create Plan Evaluate Service Execute Plan

26 Service Delivery Availability Mgt Capacity Mgt Service Continuity Mgt Service Management Monitor, Analyse & Report Avail Model/Size Capacity Resource Tuning Create Plan Evaluate Service Execute Plan Service Support Problem Mgt Release Mgt Configuration Mgt Verify Event Persistence Control Problems Build, Distribute Release Plan rollout Install Release Identify CIs Service Desk Function Incident Mgt Detect & Record Incident Investigate & Diagnose incident Resolve Incident & Recover Service TPC for Data Tivoli Storage Manager Tivoli Configuration Manager Tivoli Enterprise Console Tivoli NetView Tivoli Monitoring Tivoli Remote Control

ICT Infrastructure Management Operations Event Mgt Close Events Correlate, Escalate & Process Events Detect & Log Events Examine & Filter Events Storage Mgt

27 ICT Infrastructure Management Operations Event Mgt Close Events Correlate, Escalate & Process Events Detect & Log Events Examine & Filter Events Storage Mgt Backup & Recovery Manage Backup & Restore Manage Storage Resources Tivoli Enterprise Console Tivoli NetView Tivoli Monitoring TPC for Data Tivoli Storage Manager

28 Security Management Security Mgt Apply Protection Mechanisms Assess & Report Security Single Signon to intranet portal Tivoli Access Manager

Asset Management Core Asset Mgt Asset Verification & Compliance Manage Asset Lifecycle Focus is Asset Management Financial Asset Register is the definitive register Use

29 Asset Management Core Asset Mgt Asset Verification & Compliance Manage Asset Lifecycle Focus is Asset Management Financial Asset Register is the definitive register Use Tivoli Configuration Manager to check on PC movements About to reconcile PCs with Asset Register every week Latest result 3% error across 3,800 devices Tivoli Configuration Manager

30 Some Results What have we achieved? Measuring Progress

31 SLA Results Monthly Incidents Report 1 - Total DSD Incidents Network Printing Jan-05 Feb-05 Mar-05 Apr-05 May-05 Jun-05 Jul-05 Aug-05 Sep-05 Oct-05 Nov-05 Dec-05 Jan-06 Feb-06 Mar-06 Apr-06 May-06 Jun Groupware File Servers Desktop App Server Service Desk Percent

32 SLA Results Desktop & Laptops Report 5 - Hardware & Software Incidents Solved within Four Hours - 4 Hr Actual - 4 Hr target Feb-05 Mar-05 Apr-05 May-05 Jun-05 Jul-05 Aug-05 Sep-05 Oct-05 Nov-05 Dec-05 Jan-06 Feb-06 Mar-06 Apr-06 May-06 Jun-06 Jan-05

33 Lost Time Cost resulting from Incidents Report 3A - DSD Incidents - Lost Time Costs Dollars 800, , , , , , , ,000 0 Jan-0 5 Mar-05 May-05 Jul-05 Sep-05 Nov-0 5 Jan-06 Mar-06 May-06 File Servers Network Printing Groupware Application Servers Hardware & Software Cost of Incidents Outside SLA

34 SLA Results Daily Incidents DSD Services - All New Incidents 23/06/ /08/ /10/ /12/ /02/ /04/ /06/ /08/ /10/ /12/ /02/ /04/ /06/2006 Changes with errors

35 Daily Analysis - Inflow /05/2005 8/05/2005 Daily DSD Incidents 15/05/ /05/ /05/2005 5/06/ /06/ /06/ /06/2005 3/07/2005 Other Printing PC General - PDA PC General - Software PC General - Hardware PC General - CLT Lotus Notes General - PMS Online Lotus Notes General - Application Error Lotus Notes General - Lotus Notes General - Access File Servers Dot - Display Error Dot - WCM Dot - Search Dot - Access Application Servers Total 5 per. Mov. Avg. (Total)

36 Maturity Assessment Incident Management Results Maximum Score Attainable Your Score

37 Future What next License Manager (Software Asset Management) HSM for Windows (Capacity Management) Security Compliance Manager (Security Management) Upgrades to Tivoli Framework ITSM Certification against new ISO Standard - - mid 2007 Complete documentation of Service Delivery Processes Benchmarking Improved Reporting/Alerting Portal?

38 Problem Areas/Lessons Learned Incident classification Category, Type, Item and Severity Keep it simple Establishing acceptable work arounds with customers Problem Management learning, understanding Finding enough resources and running the business Attention to detail Focus on the process and the goals will come!

39 Problem Areas/Lessons Learned Lasting change takes time be patient Report your successes and failures Talk about IT Service Management staff meetings, management meetings, IT Steering Committees, etc. Seek assistance and ideas from outside don t t do it all yourself

40 Questions?

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