Georgia Infrastructure Transformation (GAIT) 2010 update, Vol. 1, Issue 10 (May 29, 2009)

Georgia Infrastructure Transformation (GAIT) 2010 Update
Issue No. 10

May 29, 2009

In This Issue
GTA assisting agencies with Consolidated Service Desk
communications
Briefly... Updates about GAIT activities

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Consolidated Service Desk marks another milestone and best practice for state enterprise
As you know, the Consolidated Service Desk will launch on Monday, June 1, bringing another proven best practice to the state IT enterprise.
GTA's customers will be able to call a single, toll-free number - 1.877. GTA.3233 (1.877.482.3233) - for around-the-clock support. The service desk will use a knowledge-management database to resolve issues promptly and accurately. IBM built the database after conducting extensive interviews with agencies and documenting hundreds of their processes. The database will be continually expanded and refined as the service desk begins operation.
For the past few weeks, service desk analysts have been undergoing training

GTA Website GAIT FAQs Milestones

to prepare them to take calls. As with other transitions, IBM and AT&T will operate the Commencement Control Center during the first few days after the launch so we can ensure an immediate response to any critical issues. The center will poll agencies by conference call at set intervals throughout each day to determine whether any issues are unresolved. Executive briefings will be held twice daily with GTA, IBM and AT&T.
Measuring customer satisfaction will also be an important aspect of service desk implementation. A sampling of callers will be asked to complete a brief survey so that we can evaluate how we are doing.
Monday will mark another important milestone for the state enterprise. We are making progress together.
Thank you for your ongoing support.
Patrick Moore State Chief Information Officer GTA Executive Director

June
Consolidated Service Desk launches with 24/7/365 coverage and toll-free number: 1.877.482.3233
Maximo for service ticket tracking launches on GETS portal
Point-of-service surveys begin for Consolidated Service Desk
IT asset inventory continues
Chargeback (invoicing) for Managed Network Services launches on GETS portal
July

GTA assisting agencies with Consolidated Service Desk communications
GTA is doing all it can to help our customer agencies get the word out to their employees about the new Consolidated Service Desk and its toll-free number for reporting service issues.
Our Service Delivery Consultants are providing magnets and stickers with the toll-free number printed on them and asking agencies to distribute them to employees. Our SDCs are also offering flyers and posters for display in prominent locations.

IT asset refresh planning continues, pilots begin
Server and storage consolidation planning continues
Disaster recovery planning continues
Initial results from point-ofservice surveys available
Initial MNS management reports available
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Agencies can download a flyer, poster and stickers in PDF format from GTA's website if they need more. The stickers can be printed on standard mailing address labels.
In addition, we furnished agencies with an announcement for e-mailing to employees and posting on intranets.
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Briefly...
q We completed one-on-one meetings with the 12 GAIT agencies on May 28. The meetings focused on the Consolidated Service Desk, process changes taking place June 1 and other transformation activities in the months ahead. Regular briefings about those activities will be ongoing.
q New procedure for Installations, Moves, Adds and Changes (IMACs) takes affect June 1. Some agencies currently call their service desk to request IMACs, but the Consolidated Service Desk will not handle those calls. Instead, authorized agency staff will submit IMAC requests through OrderNow!, our online service catalog on the GETS web portal. If you missed training, recordings of some webinars are available for follow-up viewing on GTA's website. Recordings of other training sessions are being made available on the GETS web portal and a special SharePoint site accessible only to appropriate staff in customer agencies.
q Incident, Problem, Change and Release Management (IPCR) processes also change June 1. The new processes will use consistent standards and metrics across the enterprise and will be reinforced with Maximo, a new tool enabling service-level tracking and reporting. Accessible through the GETS web portal, Maximo provides high-level visibility and structure to minimize unplanned interruptions. Training for application developers will be available in June.
q Questions about process changes? Feel free to contact your GTA Service Delivery Consultant. You can find the name and contact information for your agency's SDC on GTA's website. Enter your agency's name or acronym in the Find Your Service Delivery Consultant box in the right-hand column and click "Go."

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We welcome your comments and questions about service transition and the state's IT transformation. Submit your comment or question
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