Incident – Based Support Model. Incident-Based Support Model “Manage IT Applications Budget...
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Transcript of Incident – Based Support Model. Incident-Based Support Model “Manage IT Applications Budget...
Incident – Based Support Model
Incident-Based Support Model
“Manage IT Applications Budget Using Incident Based Support Model”
Presenters
William Belich - Project Manager, ObjectWin Technology, Inc. Email: [email protected] Phone: (713) 337-1820
and
Todd Kimbriel - Director of eGov. and IT Policy Division, Texas Department of Information Resources Email: [email protected]
Agenda
Case Study and Summary
Incident-Based Support Model
Software Development Lifecycle
Application Management
Governance SLA based delivery model Incident system based services Extensive program metrics to measure
and manage deliverables Established process to manage escalation
and changes
Knowledge Management Client specific knowledge repository and
induction kits Plan for redundancy and back-filling Continuously updated knowledge
repository to facilitates quick turnarounds
Resource Pool Large technical pool of resources Certifications available in related
technology PMI Certified Project Managers Experience in ITIL framework
Information Security Customer data confidentiality Adherence to regulatory compliance Audit trail availability
Provide end-to-end support solutions, combining Application Support, Maintenance, Administration, and New Project Initiatives.
Incident-Based Support Model
Optimized IT service delivery model that moves away from the traditional time and material model to a more flexible and predictable pricing model.
This is a low-cost option to further reduce maintenance spend while maintaining service levels.
Incident-Based Support Approach
Roadmap to Establish Incident-Based Pricing Model
Move towards a mature managed services model Make available historical application management records for 6 ~ 12 months Forecast of enhancement requests for 6 ~ 12 months
We work with organizations to move from a service-based model to an incident-based model to achieve reduced costs year-on-year.
Our methodology to establish an incident-based pricing model:
Pricing Models
Service-Based Pricing Price points for allocated service
hours Suitable where incident
volumes/ history is not available
Incident-Based Pricing Price based on incident volume Suitable in mature systems with
predictable incident volume
Agenda
Case Study and Summary
Incident-Based Support Model
Case Study – Dept. of Information Resources
About DIR DIR provides a statewide leadership role by leveraging the state’s
investment in shared technology, protecting technology assets and citizen privacy, simplifying access to government services and information, and promoting the innovative use of technology across Texas.
Solution Provided on time support for their applications and websites. Reduce cost of Ownership of existing applications. Configured the application to accommodate changing business
requirements. Enhanced business processes by providing automated solutions.
Value Proposition Provided routine system process improvements. Provided “Best Practice” solutions during maintenance and new initiatives.
IndustryGovernment AdministrationTechnology Services
Employees201 -500
ToolsSharePoint DesignerVisual Studio 2010Business ObjectsData Integrator.force Platform
EnvironmentShare Point 2007Windows Server 2003 R2Oracle 10gSQL Server 2005Salesforce.com
Incident Classification and Prioritization
Incident Group
1
Incident Group
2
Incident Group 3
Projects
The preliminary prioritization matrix is intended to help DIR prioritize their incidents based on the value to be gained from implementing that incident weighed against the effort to implement.
Effort
Lower
Higher
Low High
Preliminary Prioritization Matrix
Solu
tion
Com
plex
ity
DIR Support Process Flow Diagram
Governance Highlights
Establish incident base line based on current metrics and data
Establish project steering committee
Establish incident percentage for operation and maintenance versus enhancements or projects.
Establish periodic monitoring of incident data and SLA’s.
Establish true-up process to adjust volume and complexity of incidents at pre-established milestones.
DIR Implementation Process
Identify transition champion
Establish transition plan timeline
Assigned Support Coordinator and key SMEs for Oracle/ Business Objects, Salesforce.com and SharePoint to DIR Support Project.
Identify transition champion
Establish transition plan timeline
Assigned Support Coordinator and key SMEs for Oracle/ Business Objects, Salesforce.com and SharePoint to DIR Support Project.
Document Current DIR Processes
Prepare support team to commence operations
Train Process resources
Design and deploy technology and bandwidth
Finalize Incident Metrics
Document Current DIR Processes
Prepare support team to commence operations
Train Process resources
Design and deploy technology and bandwidth
Finalize Incident Metrics
Perform Joint Support to Validate support teams ability to transition to sole maintenance role
Prepare ramp-up schedule
Logistics management
Execute support ramp-up and ramp-down plans
Perform Joint Support to Validate support teams ability to transition to sole maintenance role
Prepare ramp-up schedule
Logistics management
Execute support ramp-up and ramp-down plans
Receive Client Maintenance Transition Approval
Monitor activities
Track metrics Map metrics to
SLA Perform
continuous improvement
Weekly/Monthly Status Reports
Receive Client Maintenance Transition Approval
Monitor activities
Track metrics Map metrics to
SLA Perform
continuous improvement
Weekly/Monthly Status Reports
Communication Channels
Diagram depicting the onsite – remote model where the onsite team and remote team are both in constant touch with the customer using various communication tools.
Structure
DIR Delivery Management – Reports
Provided status reports on a periodic basis. Some of the reports that were furnished as part of this engagement are shown below:
Some of the Key Information in the Project Status Report: Period Covered by the Report Submitted By Recipients Key Accomplishments - top accomplishments during the period covered by this report
Reporting detail Frequency Reported By Reported To
Status Report Monthly SC DIR POC
Status Reviews Weekly SC DIR POC
Delivery Scorecard Weekly SC DIR POC
DIR Delivery Management – Reports
Key Plans - Key Plans for next Reporting Period Case Summary - Case numbers and scope by month Deliverables Risks Issues And Concerns
Benefits
Reduced TCO- Ability to effectively utilize resources thereby driving better productivity and utilization
Flexibility & Scalability -Ability to meet varying business demands giving economies of scale
Better Predictability of IT Spending- Plan/budget effectively based on ‘Short Term’ and ‘Long Term’ planning
Knowledge Retention- Efficient process to help in capturing & defining knowledge base
Improved Customer Satisfaction- SLA based performance measurement
Standardized Processes- Deployment of standardized set of tools and processes across engagements
Leverage Best Practices using ITIL Framework
Economies of Scale- Average costs fall as we grow in size
Meet Unforeseen Demands- Ability to address any unprecedented spurt in demand with minimal cost impact
Improved Operational Excellence- Standardized set of tools/processes and committed/agreed SLA’s
Questions?
“Manage IT Applications Budget Using Incident Based Support Model”
Presenters
William Belich - Project Manager, ObjectWin Technology, Inc. Email: [email protected] Phone: (713) 337-1820
and
Todd Kimbriel - Director of eGov. and IT Policy Division, Texas Department of Information Resources Email: [email protected]