Georgia Infrastructure Transformation (GAIT) 2010 update, Vol. 1, Issue 11 (June 5, 2009)

Georgia Infrastructure Transformation (GAIT) 2010 Update
Issue No. 11

June 5, 2009

In This Issue
Using the Consolidated Service Desk: What you need
to know
Print Shop moving to new Atlanta location

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Consolidated Service Desk: Measuring how we are doing
The state's new Consolidated Service Desk began operations on Monday, June 1, as scheduled. We have experienced some challenges, but they were expected. We have a management structure in place to address issues as they arise, and IBM and AT&T are continuing to operate the Commencement Control Center, as they did with our previous service transitions.
The good news is that we are collecting data so we can gauge how we are doing. For the first time, the state can track the number and types of calls to the service desk across the enterprise. The control center is monitoring issues such as the call abandonment rate (when callers hang up) and the appropriate routing of calls between vendors. As we gather more statistics over the next few weeks, we will be able to identify operational trends

GTA Website GAIT FAQs Milestones

and take steps to ensure service levels are met.

June

We know that it will take time for everyone to become accustomed to all the changes we have implemented. In just over two months, we have successfully completed three major transitions: IBM on April 1, AT&T on May 1, and the Consolidated Service Desk on June 1. We are changing 30 years worth of how state government has operated technology. Industry is well ahead of us and has been for a long time. We are now implementing best practices for IT management, and we are refining our practices and processes as we move forward.
We are also making the shift from transition to transformation, and improvements are occurring every day. For example, IBM has repaired 50 servers primarily in DFCS offices throughout the state since its service transition. The servers had broken hard drives or back-up tape drives a situation that posed serious risk to the protection of critical state data. Some of the drives had not worked for more than a year, and prior to the service transition, no plan was in place to fix them. IBM examined the servers, ordered parts and made the repairs in a timely manner.
We will continue to share more examples of the progress we are making. Thank you for your ongoing support.
Patrick Moore State Chief Information Officer GTA Executive Director

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
IT asset refresh planning continues, pilots begin
Server and storage consolidation planning continues

Using the Consolidated Service Desk: What you need to know

Disaster recovery planning continues
Initial results from point-ofservice surveys available
Initial MNS management reports available

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This week's launch of the Consolidated Service Desk represents a significant change in the way agencies make service requests or report problems. We have compiled FAQs to give you a head start on learning how it works. The complete list is posted on the GTA website, but here are a few examples.
For which services do I call the Consolidated Service Desk?
Call the Consolidated Service Desk if you have problems, issues or defects with desktop hardware or software as well as managed network services (data, telecom). If you need new items such as hardware, software or memory, or changes such as moving work locations, use the OrderNow! online service catalog.
Are there additional ways (e-mail, fax, online) to contact the Consolidated Service Desk?
Initially, the 1.877.GTA.3233 (1.877.482.3233) phone number is the single way to reach the Consolidated Service Desk. We plan to introduce an online ticketentry option as the new Consolidated Service Desk environment matures.
How will my call be tracked?
When you call to report a problem, your request will be assigned a ticket number for tracking purposes. In the months ahead, we will introduce the capability for you to track progress on the ticket online.
How will my call and the related ticket be prioritized in the service queue?
Requests for help will be prioritized based on their business criticality and impact, such as the number of users affected. High-severity incidents will be given top priority.
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Print Shop moving to new Atlanta location
The Print Shop is slated to move to a new Atlanta location during the week of June 8 as part of the state's ongoing technology transformation. No service interruption is anticipated in connection with the move.
Long housed in the Archives Building on Capitol Hill, the Print Shop will shift to IBM's Lakeside complex at 4111 Northside Parkway. The Print Shop is now operated by Xerox as a subcontractor to IBM.
The new location is specifically designed for professional printing operations, and it provides greater security.
During the week of June 8, all print jobs will continue to be dropped off and picked up at the Archives Building. Drop offs and pick ups will change to the new location beginning Monday, June 15.
Agencies receiving Print Shop materials through the courier service provided by the Department of Administrative Services do not need to take any action. If your agency uses another courier, be sure to notify them of the change in locations effective June 15.
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We welcome your comments and questions about service transition and the state's IT transformation.
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