Georgia Infrastructure Transformation (GAIT) 2010 Update
Issue No. 17
August 7, 2009
In This Issue
Enhancements make Service Catalog easier to use
Customer notification schedule announced for MNS orders
Briefly...
Making progress one step at a time
We have gone about the state's IT transformation in a determined and deliberate manner. Initiatives like ours are most successful when they are implemented in three phases:
Quick Links
Previous Newsletters GTA Web Site GAIT FAQs
GAIT Activities
q People q Processes q Technology
This is the approach we are taking.
In our first phase, we transitioned IT staff and services to our new technology providers. In our second phase, we began to imbed new processes into IT
management, starting with the Consolidated Service Desk and online Service Catalog. We are now working with agencies and our technology providers to refine those processes and others so they are more efficient and responsive to customer needs. We are also monitoring operational metrics on a regular basis and phasing in service levels.
At the same time, we are preparing for our third phase - transforming the state's technology.
q Planning is well under way for server and storage consolidation and equipment upgrades.
q Change management training is taking place so agencies know what steps will be followed in making changes to hardware, operating systems, applications and platforms.
q Agencies are taking part in individual business continuity and disaster recovery workshops.
August
True Up
Usability enhancements to OrderNow! online service catalog
Maximo self-service for entering trouble tickets
Disaster recovery training
Change management training
Server and storage consolidation planning
With technology transformation comes the full set of tools and processes we need to proactively manage the state's IT environment. We are already able to view IT operations at a level that's never been possible until now, and our visibility will only deepen over time.
Initial IBM management reports submitted
Deployment of mid-range server tools
I know these efforts require time and commitment from your agency, but the benefits are being realized today. Thank you for your continued cooperation and support.
Patrick Moore State Chief Information Officer GTA Executive Director
Enhancements make Service Catalog easier to use
GTA and our service providers have added several enhancements to the Service Catalog (OrderNow!) to boost its usability. The improvements were prompted by feedback from customers and were implemented August 1.
The goal is to make the Service Catalog easier to use. Categories have been re-named and reorganized, and sub-groupings have been created within categories.
For example, the welcome page now offers quick access to several bundles of services to get you started:
q PC Equipment and Services q Install, Remove or Move Hardware or Software q Telecommunications or Conferencing Services q New Hire or Separation Service q System or Application Access q Other Business Need or Special Request
When you click on a category, you find the products and services you need all in one place. For instance, if you have a new employee who needs a workstation, the "new hire" category will contain everything you need, from desktops and phone lines to voice mail and Internet access. Because the necessary products and services appear in one place, you won't have to wonder whether you have forgotten anything.
Descriptions of telecom services have been expanded so that you know exactly what is included in basic or premium packages. Also, more services have been added, including wireless LAN, WAN Transport, Remote Access Dual Authentication and Video Conferencing. Other new options allow you to designate a new site and make changes to your billing or shipping address.
More enhancements to come
Customers will soon be able to:
q request a quote for a service or product such as a hard drive or more memory, and
q check the Service Catalog for the status of an order, information
currently available only in Maximo.
An advisory group with agency representatives is being established to help guide future changes to the Service Catalog. The group will review and approve proposed modifications.
Training sessions and webinars held
IBM conducted training sessions and webinars on the Service Catalog enhancements during the weeks of July 27 and August 3. The accompanying slide presentation is available for downloading. A recorded version of the webinar training and a Service Catalog quick reference are being developed.
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Customer notification schedule announced for MNS orders
Many customers have asked for automatic notifications regarding the status of orders for managed network services. They also want to know when they can expect to receive those notifications.
In response, GTA and AT&T are pleased to provide the following notification schedule for all MNS orders (Install, Move, Additions and Changes) placed through the Service Catalog.
q Order acceptance - Customers will be notified by phone and e-mail within eight business hours of an order's receipt. The notification will indicate whether the order is accepted for processing or whether additional information from the customer is required. The time interval for processing an order begins when an order is accepted, as opposed to when it is submitted. AT&T considers an order accepted when the minimum data necessary for processing is received.
q Order due date - Customers will be notified by phone and email within eight business hours of an order's acceptance for processing. The notification will include the completion due date, dispatch information and other relevant details.
q Order completion - The completion of an order is confirmed with a customer sign-off at the time of completion. Customers will also receive a follow-up e-mail by the close of the next business day.
Due date intervals for completion of orders can be found in the Service Catalog.
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Briefly...
Disaster recovery workshops are taking place throughout August in agencies receiving their IT infrastructure services from IBM. The one-onone workshops provide an overview of the disaster recovery plans and the business continuity program currently under development. Agencies review their own draft plan for disaster recovery and requirements for their final plan. The workshops are led by IBM with participation from AT&T and GTA's Service Management Organization.
August's busy schedule continues with change management training. The sessions cover processes and timelines for making changes to hardware, operating systems, applications and platforms. They address submitting requests, technical reviews, approvals, implementation and back-out plans. The sessions are conducted by IBM.
We've created a convenient Services Guide to the GETS Web portal. It will help you know when to use the Service Catalog and when to call the Consolidated Service Desk.
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q September 28 and 29 in Atlanta q Only $25 for public-sector employees q For breakout session topics, keynote speakers and registration
information, visit the Summit Web site
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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