Georgia Infrastructure Transformation (GAIT) 2010 update, Vol. 1, Issue 13 (June 19, 2009)

Georgia Infrastructure Transformation (GAIT) 2010 Update
Issue No. 13

June 19, 2009

In This Issue
Service level reporting to begin this summer
Print Shop completes move to new Atlanta location

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How to know if you are receiving quality IT services
As we continue to transform the state's technology services, I know many of you are frustrated with some of the changes taking place and their effect on service delivery. Prior to our service transitions, we often said there would be an initial dip in service. We also said these dips are common in such transitions because of their size and complexity. That's where we are today. But, we are responding aggressively to issues as they arise. We are also anticipating them and taking proactive steps to reduce their impact on service delivery. So, how can we tell when services improve?
That's where service levels come in. Service level agreements (SLAs) are built into our contracts with IBM and AT&T to specify performance levels for the delivery of technology services. For example, SLAs set

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expectations for the availability of servers and systems, as well as response times and problem resolution rates for the Consolidated Service Desk.
These SLAs are the most comprehensive that the state has ever used for technology services. SLAs used for other types of services have typically focused on financial penalties. In some instances, it was easier for the service provider to pay the penalties rather than meet the targeted service levels. As we have often said, we do not want our technology service providers' money. We want their services, and our SLA methodology includes incentives to ensure they provide the services we need.
Service levels will be phased in over the next several months. Data will be collected and reviewed by GTA's Service Management Organization and then presented at monthly meetings with agencies. Enterprise-level reports will be available first; eventually, our customers will be able to see agency-level reports as well.
The following article gives more details about how we will monitor and manage services from our providers. Using service levels, we - and you - will be able to make sure that the service you receive meets established expectations.

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

Patrick Moore State Chief Information Officer GTA Executive Director

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

Service level reporting to begin this summer

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

Initial MNS management reports available

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The state's technology providers will begin reporting data for service level metrics this summer, and state agencies will be able to judge the quality of technology services they are receiving in accordance with industry-standard measurements.
There are currently 60 service level metrics for IT infrastructure services and 43 metrics for managed network services. Service levels are based on best practices, as well as cost and business needs as determined by state agencies.
Examples of service levels
Our metrics relate to services considered essential to state operations. For some metrics, financial credits are due if a service level default occurs. Here are examples of service levels:
q Response Time - Severity 1 Incident Minimum: 90%, less than 15 minutes Expected: 95%, less than 15 minutes
q Service Desk - Call Abandon Rate Minimum: less than 8% Expected: less than 6%
q Service Desk - First-Call Problem Resolution Minimum: 75% Expected: 80%
IBM and AT&T will submit data to GTA's Service Management Organization each month, although the initial reporting dates vary. For some metrics, data gathering begins three months after service transition, and for others, it's six months, nine months or longer.
After the data is reviewed, it will be shared with agencies at monthly meetings. Enterprise-level reports will be available first, and agency-level reports will be available beginning at a later date. The first metrics reports from IBM are due about mid-August, and the first reports from AT&T are due at the end of June.
Incentives to ensure quality IT services
Credits are due to the state if a minimum service level metric is missed once or

if an expected service level metric is missed at least four times in a 12-month period. Since our goal is to ensure agencies receive quality IT services, our technology providers can earn back those credits by performing at or above expected service levels for the next 12-month period.
To ensure IBM and AT&T make continuous service improvements, we intend to increase both minimum and expected service levels over time.
More information about service levels, including FAQs and common terms, can be found on GTA's website.
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Print Shop completes move to new Atlanta location
The Print Shop successfully completed its move to a new Atlanta location during the week of June 8 as part of the state's ongoing technology transformation. No service interruption occurred in connection with the move.
Long housed in the Archives Building on Capitol Hill, the Print Shop's location shifted to IBM's Lakeside complex at 4111 Northside Parkway. The new facility is specifically designed for professional printing operations, and it provides greater security. The Print Shop is now operated by Xerox as a subcontractor to IBM.
Effective June 15, all print jobs are dropped off and picked up at the new location. 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.
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We welcome your comments about service delivery, the state's IT transformation and related topics. You can submit comments online or call our toll-free number to leave a recorded message.
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