IM-LLNL-PRES-413328 AJWoolverton

IT Support Centralization Lowers Costs and Improves

Service

IM-LLNL-PRES-413328 AJWoolverton

LLNL Org Chart

IM-LLNL-PRES-413328 AJWoolverton

Technicians Pre-Restructure

Safety & Environmental

Protection

LaboratoryServices

Administration & Human Resources

ERD2.5/120

BSD1/320

ICS2/108

PE2.6/205

PROC2.6/124

HR3/250

TID2/130

IM-LLNL-PRES-413328 AJWoolverton

Technicians Post-Restructure

Operations and Business Principal Associate Director

Frank Russo

Project Management/ Project Controls

Staff RelationsInstitutional

FacilitiesPlanning & Mgmt

LLNS/LANS Integration

ISMS Re-Verification

Strategic Human Capital Management

Business Facilities & Infrastructure

Nuclear Operations

O&B Computer Support Unit

IM-LLNL-PRES-413328 AJWoolverton

Advantages of Using a

Functionally Aligned Structure

* Team alignment provides PD-wide standardization

* Teams support the SLA, rather than the customer drives the teams.

* Developing economies of scale is easy.

* Customers manage the service level to a single point of contact

* Service load management and resource leveling becomes a reality

* Surge capacity response becomes a reality

* PD-wide collaboration increases

* Teams still provide programmatic support

IM-LLNL-PRES-413328 AJWoolverton

Growing Pains

IM-LLNL-PRES-413328 AJWoolverton

What a Roller Coaster Ride!

IM-LLNL-PRES-413328 AJWoolverton

SLA Response Times

Urgent High Medium (default) Low

Target Response Time

5 minutes to 1 business hour.

Between 1 and 4 business hours.

Between 1 and 8 business hours.

Between 8 business hours and 48 hours.

Target Resolution Time

5 minutes to 2 business hours

Between 1 and 8 business hours

Between 1 and 5 business days

Between 1 and 15 business days

Target Customer Notification Times

Every 60 minutes or as agreed upon with the Customer(s)

Daily or as agreed upon with the Customer(s)

Upon request Upon request

Escalation Times

1 hour 4 hours 4 business days 12 business days

IM-LLNL-PRES-413328 AJWoolverton

Coming Together

IM-LLNL-PRES-413328 AJWoolverton

Operation and Business Computer Support Unit

Service Desk-Based Support

User encounters a

problem

GOAL: Tier 1 handles 45%-60% on first call

Institutional 4Help gets

request

Can be answered here (Tier 1) or pass to PD staff to handle (Tier 2)

??

Tier 2 handles those which require

hands-on assistance

Remedy Web Page

Email

4-4357

(4-HELP)

4Help Analyst

Rem

ed

y

Tier 3 handles issues unresolved

from tier 2 or related to service

issue.

• Hardware repair• Advanced

troubleshooting• OS Upgrades• Special domain

knowledge• Unix/Linux support

• General questions• Troubleshooting• Software installations• Application support

IM-LLNL-PRES-413328 AJWoolverton

LANDesk Solutions

• Centralized Configuration Management• Security Patch Management• Published Software Catalog• Remote Management• Certification and Accreditation

IM-LLNL-PRES-413328 AJWoolverton

Enterprise Network Solutions

IM-LLNL-PRES-413328 AJWoolverton

Server Consolidation

160 Servers in the environment Well over half not under warranty/hw-

support 47 moved to data-center so far, 30 more

planned 12 virtualized so far, 20-40 more planned 45 desktop “service” servers to be

consolidated 6 file and print servers consolidated so

far 19 file servers to be consolidated 15 backup servers to be consolidated 5 FileMaker servers to be consolidated

IM-LLNL-PRES-413328 AJWoolverton

Cyber Security

• Single POC for Information System Security Officer (ISSO)

• Single Organizational Information System Security Officer (OISSO)

IM-LLNL-PRES-413328 AJWoolverton

Life Cycle Management

• Lease to Own Agreement

• 3 Year Life Cycle

• Retires Multiple Systems

• Reduces Total Number Supported

• Eliminate Apples Wherever Possible

• Creates Homogeneous Environment

• Supports Configuration Standard

• Supports Software Automation

IM-LLNL-PRES-413328 AJWoolverton

Deployment

1/2/2009 2/2/2009 3/2/2009 4/2/2009 5/2/2009 6/2/2009 7/2/20090

50

100

150

200

250

300

350

400

LTO Deployment TrackingGoal: Inventory < 100 Systems

Received Est. Received DeployedEst. Deployed Inventory Est. Inventory

Num

ber

of

Syste

ms

IM-LLNL-PRES-413328 AJWoolverton

Six Sigma

IM-LLNL-PRES-413328 AJWoolverton

Operations Improves

60%

70%

80%

90%

100%

Customer SatifactionGoal >= 80%

Service Timely? Staff Knowledgeable?

Satified with Resolution? Satified with Quality?

IM-LLNL-PRES-413328 AJWoolverton

Tier 2 Metrics

50%

60%

70%

80%

90%

100%

Resolution Rate Ops PAD Tier 2(Goal >= 99%)

IM-LLNL-PRES-413328 AJWoolverton

Queue Length

12/3

0/18

99

5/2/

1903

9/2/

1906

1/2/

1910

5/2/

1913

9/2/

1916

1/2/

1920

5/2/

1923

9/2/

1926

1/2/

1930

5/2/

1933

9/2/

1936

1/2/

1940

5/2/

1943

9/2/

1946

1/2/

1950

5/2/

1953

9/2/

1956

1/2/

1960

5/2/

1963

9/2/

1966

1/2/

1970

5/2/

1973

9/2/

1976

1/2/

1980

5/2/

1983

9/2/

1986

1/2/

1990

5/2/

1993

9/2/

1996

1/2/

2000

5/2/

2003

9/2/

20060

50

100

150

200

250

300

350

400

UrgentHighMedLow

Dates

Op

en T

icke

t C

ou

nt

IM-LLNL-PRES-413328 AJWoolverton

LANDesk Metrics

80%

85%

90%

95%

100%

Dec-08 Jan-09 Feb-09 Mar-09 Apr-09 May-09 Jun-09 Jul-09 Aug--09

% of Systems Current for MS PatchesGoal >= 95% for Combined

High Efficiency Low Efficiency Combined Goal

IM-LLNL-PRES-413328 AJWoolverton

Service Desk Improves

40%45%50%55%60%65%70%75%

% of Tickets Resolved at Tier 1 for OPSGoal >= 70%

IM-LLNL-PRES-413328 AJWoolverton

Team Work

IM-LLNL-PRES-413328 AJWoolverton

Ongoing Improvements

• Career Growth and Development for Technicians

• Time for the ’Personal Touch’ and ‘Going the Extra Mile’ for the Customer

IM-LLNL-PRES-413328 AJWoolverton

Achievement!

• Cost Savings

• Efficiency Improvements

• Challenges for the Future