Georgia Infrastructure Transformation (GAIT) 2010 update, Vol. 1, Issue 23 (Oct. 30, 2009)

Georgia Infrastructure Transformation (GAIT) 2010 Update
Issue No. 23

October 30, 2009

In This Issue
Team to focus on improving process for requesting solutions
End-user computing refresh kicks off in November
Briefly...

GAIT: Signs of transformation
We are approaching seven months since we began the transition of IT infrastructure and managed network services to our new providers last April. Although we certainly have farther to go, the signs of real transformation are becoming more evident.
For the first time, we have a complete IT asset inventory, and we are starting to refresh end-user computing equipment. We are beginning to consolidate servers; in fact, servers for the Office of Planning and Budget have been recently relocated to the state data center. To maximize efficiency, we are deploying a set of tools to monitor server performance. We have brought industry best practices to the operation of the Consolidated Service Desk. We are measuring provider performance according to service levels established in our contracts.

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In addition, proactive monitoring of the state's data network means problems are detected and often resolved before agencies know anything happened. On a consistent basis, about 80 percent of service tickets for the data network are automatically generated.

November True Up IT asset refresh begins

Beginning next month, agency invoices will reflect new baselines and actual service consumption. As a result, agency leaders will be able to see an unprecedented level of detail in their invoices that will support facts-based decision making about their use of services and the impact on agency budgets.
The benefits are clear, as are the issues that require further attention. For example, we have a backlog of solution requests waiting to be fulfilled. That is unacceptable. In this issue, you will find an article about steps we are taking to establish priorities and timelines for fulfilling requests as promptly as possible.

Disaster recovery planning
Server and storage consolidation planning
Deployment of server tools begins

The state's IT enterprise has made greater strides over the past several months than at any time in its history, and none of it would have been possible without your participation. Thank you for your support as we continue to move forward.

Detailed billing begins

Patrick Moore State Chief Information Officer GTA Executive Director

Team to focus on improving the process for requesting solutions
GTA and our service providers, AT&T and IBM, are working together to make sure the process for requesting solutions better meets your needs.
First, we are making a name change to avoid confusion. A Solution Request will now be called a Request for Solution (RFS). While the new name is only slightly different, it will be more easily differentiated from a Service Request.
We have also established a team to focus on changes that will improve the process for customers:
q End-to-end requirements and solutioning Setting priorities for requests, streamlining the process, increasing offerings in the Service Catalog and clarifying the role of review boards
q Metrics reporting Introducing reports to allow requestors to track the status of their requests
q Feedback from customers Capturing customer concerns
q Overall Solution Request governance Addressing escalations, exceptions and continued process improvements
Customer input will be an important part of revising the process. As possible improvements are developed, we will ask key users to provide feedback or participate in pilot groups.
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End-user computing refresh kicks off in November

The refresh of desktop PCs and laptops is set to begin on schedule in November. The Department of Revenue and the Georgia Bureau of Investigation are the first agencies slated for refresh, while planning meetings with other agencies are continuing.
The plan for upgrading end-user computers places the highest priority on equipment that's old and no longer under warranty. Other factors determining when to replace equipment include business need and age of the operating system.
Desktops and network printers will be replaced every five years and laptops every three years in agencies receiving their IT infrastructure services from IBM. On average 20 percent of desktop PCs and 33 percent of laptops will be replaced each fiscal year with refreshes taking place continuously throughout the year.
Information for developing the deployment plan came from inventories conducted last summer, agency feedback and data collected electronically.
IBM's End User Computing Team is responsible for properly disposing of the equipment being replaced in accordance with state requirements.
Keeping technology up-to-date through regular equipment refreshes is an important part of the contract with the state's service providers. The difficulty agencies face in remaining current with technology was one of the reasons for the state's transformation initiative.
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Briefly...

q Infrastructure Services provider IBM is collecting and managing information about software assets so that GTA and its customers can make informed decisions on software management.
Electronic auto-discovery tools have been installed on all end-user computing and server systems to provide information about software operating on the systems. In addition, agencies receiving infrastructure services through GTA have been asked to submit information about software contracts and licenses.
IBM will track and manage the information to ensure software assets are up-to-date and in compliance with the requirements of agencies' software vendors.
q GTA, IBM and AT&T will hold onsite briefing sessions with each agency that receives infrastructure services through GTA. Scheduled for November, the meetings will cover a range of topics, including server and storage consolidation, e-mail migration, active directory, process improvement activities, end-user computing refresh, and an overview of the customer satisfaction survey.
q Incident reports will be available to authorized users beginning November 9 through GSMRT (Global Systems Management Reporting Technology) on the GETS Web portal. Online management reporting is another of the new tools that are part of the state's technology transformation. Users can chose from 18 standard reports or create their own custom reports. Four webinars on accessing incident reports will be held in November.
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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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