Georgia Infrastructure Transformation (GAIT) 2010 update, Vol. 1, Issue 16 (July 24, 2009)

Georgia Infrastructure Transformation (GAIT) 2010 Update
Issue No. 16

July 24, 2009

In This Issue
Equipment refresh includes migration to network printers
Knowing when to call the Service Desk and when to use
OrderNow!

Operational metrics providing immediate view of service delivery
We have written frequently about service levels in our GAIT newsletter - what they are and how they will enable us to better manage service delivery. We are now beginning our transition to the use of service levels, the fourth of our transitions following IT infrastructure services, managed network services and the Consolidated Service Desk.
A total of 103 different service levels for both IT infrastructure services and managed network services are being phased in over the next few months. They will move us from events-based management to data-based management. This week, we began providing more detailed briefings about service levels as part of our regular, one-on-one meetings with customer

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agencies. The presentation we are using for the briefings is available on the GTA Web site.
But we are not waiting for service levels to begin analyzing data about the performance of our technology providers. We are already seeing operational metrics for many components of service delivery, such as:
q Service Desk call volumes, q percent of calls answered within 60 seconds, q percent of abandoned calls, q mean times to resolve Severity 1, Severity 2 and Severity 3 incidents,
and q order volume and average time to create an order.

July
True Up
Training in usability enhancements to OrderNow! online service catalog
IT asset refresh planning
Server and storage consolidation planning
Disaster recovery planning

Operational metrics provide a snapshot of vendor performance either daily or weekly, while service levels are "lagging indicators" with clearly defined expected and minimum performance levels. Many service levels also carry financial penalties if they are not met.

Initial results from point-ofservice surveys available
Initial MNS management reports submitted

We have begun to share operational metrics with agency leaders, and those metrics are confirming what we said many times: a dip in service delivery would occur immediately after transition, but it would soon be followed by steady improvement.
Although we are seeing these improvements take place, we know issues still exist, and we are working daily with our customer agencies and technology providers to address them. Operational metrics are playing a critical role. They are providing solid data for making sound decisions about corrective actions and for documenting the results.
As always, thank you for your continuing support.

August
True Up
Usability enhancements to OrderNow! online service catalog
Maximo self-service for entering trouble tickets
Initial IBM management reports submitted

Patrick Moore State Chief Information Officer GTA Executive Director

Equipment refresh includes migration to network printers
Planning for IT equipment refresh is getting under way in July, and a major component is the migration away from local printers to network printers. In many agencies, it's not uncommon to find employees with their own individual printer, but a shift toward shared printers will improve operating efficiencies, constrain costs and ensure a more environmentally friendly printing environment.
Our goal is to reduce the number of local printers in the state's enterprise by 3,000 in FY 2010 while adding about 150 network printers. As part of preparations for equipment updates, the refresh team is working with agencies to identify opportunities for migrating to network printers.
Refreshes are scheduled to begin in the second half of CY 2009, but what happens today if someone's local printer fails? The following guidelines for printers are being used by field technicians.
q If an agency determines there is not a valid business need for local printing and a network printer is available nearby, the local printer will be removed, and the end-user will be connected to the network printer.
q If the agency determines there is a valid business need for local printing, a field technician will make a reasonable attempt to repair the local printer or swap it with a spare. If the technician is unable to do so, the end-user will be advised to order a new local printer through OrderNow!, our service catalog on the Georgia Enterprise Technology Services (GETS) Web portal.
Schedule for IT equipment refreshes
In agencies receiving their IT infrastructure services through IBM, PCs and network printers will be replaced every five years, and laptop and tablet computers will be replaced every three years.
Of course, every PC, network printer, laptop or tablet cannot be replaced at the same time, so priorities will be set based on age, operating system and business need. An average of 20 percent of PCs and network printers and 33

percent of laptops and tablets will be replaced each fiscal year. Refreshes will take place continuously throughout the year.
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Knowing when to call the Service Desk and when to use OrderNow!
The recent shift to the Consolidated Service Desk and our OrderNow! online service catalog has meant significant adjustments for state agencies in the way things get done. With all the changes, you may not always know when to call the Service Desk as opposed to using OrderNow!.
To help, we worked with our technology providers to expand the Consolidated Service Desk and OrderNow! Frequently Asked Questions on GTA's Web site. We're always looking to streamline processes and improve the usability of OrderNow! in response to customer feedback. Whenever our work results in changes, we'll be sure to let you know. Back to top
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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