Georgia Infrastructure Transformation (GAIT) 2010 update, Vol. 1, Issue 6 (Apr. 17, 2009)

Georgia Infrastructure Transformation (GAIT) 2010 Update
Issue No. 6

April 17, 2009

In This Issue
Focus shifts to managed network services
Invoicing for technology services
Inventory planned for end-user computing equipment

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An immediate and thorough response to a service outage
Last weekend, we experienced an outage with the PeopleSoft HR and financial applications. While we are still conducting a root cause analysis to pinpoint the source of the problem, we know that one of our "business as usual" processes was faulty and likely responsible.
Although the outage would have occurred even if IBM had not been here, their response was immediate and thorough. The team set up a command structure right away, worked throughout the holiday weekend and brought in additional vendor resources we could not have accessed on our own. The State Accounting Office was kept in the loop with hourly conference calls and constant updates. GTA's Service Management Organization was also involved throughout the weekend, working with IBM and SAO and closely

GTA Website GAIT FAQs Milestones

monitoring the situation.
Without IBM, the outage would have lasted far longer than it did. It is a good thing IBM came on board when they did. Patrick Moore State Chief Information Officer GTA Executive Director
Focus shifts to managed network services
With a smooth transition of IT infrastructure services to IBM behind us, we are now focusing on final preparations for the transition of managed network services (MNS) to AT&T on May 1.

April 1
IBM began providing IT Infrastructure Services
Georgia Enterprise Technology Services (GETS) portal launched with OrderNow! (service catalog) for solution requests and end-user computing equipment
April 20
Chargeback (invoicing) for IT Infrastructure Services launches on GETS portal

Extensive customer training and walkthroughs of important processes are taking place throughout April. The training includes:
q managed network services available through AT&T, q registering to use the Georgia Enterprise Technology Services (GETS)
portal, which provides online access to service management tools, q registering to use OrderNow! for ordering voice and other managed
network services, and q reporting managed network service problems.

May 1
AT&T begins providing Managed Network Services
Voice services available through OrderNow! (service catalog) on GETS portal
June 1

In June, additional training will be provided on invoicing for managed network services.
To reach as many people around the state as possible, training is offered through live webinars. The webinars are also being posted online so they can be viewed by anyone who missed them or who participated in live training but wants to view training for a particular topic again.
A smaller group of customers was also chosen to participate with AT&T and IBM in operational readiness training. The training will help to ensure AT&T and IBM work together seamlessly in service areas with some degree of

Statewide Service Desk with 24/7/365 coverage launches
Maximo for service ticket tracking launches on GETS portal
Point-of-service surveys begin for Statewide Service Desk
June 10

overlap or handoff from one provider to the other.
In addition, a great deal of internal training at AT&T is taking place on processes for incident management, change management, service requests and authorizations, service desk and asset management.
Reactivating the Commencement Control Center

Chargeback (invoicing) for Managed Network Services launches on GETS portal
View All Milestones

AT&T and GTA will reactivate the Commencement Control Center for the MNS transition. The center will ensure an immediate response to any critical issues that might arise during the first few days of the service transition.

IBM and GTA first staffed the control center during the transition of IT infrastructure services. Similar procedures will be followed during the MNS transition. The center will poll agencies by conference call at set intervals throughout each day to determine whether any issues are unresolved. Executive briefings will also be held twice daily with AT&T and GTA.

The center will operate on a temporary basis to supplement current processes for resolving service issues.

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Invoicing for technology services: What's changing, what's staying the same

Although IBM and AT&T will be responsible for service delivery, agencies will continue to receive their invoice from GTA, and they will continue to reimburse GTA for services. GTA will be responsible for paying the state's technology service providers and charging back the cost of services to state agencies.
Billing for IT Infrastructure Services
The first billing period for IT infrastructure services from IBM began April 1, and GTA will send out invoices no later than April 20. In their first invoice, agencies will be charged for their baseline infrastructure services and any new equipment they order.
Agencies will notice a difference in format from previous invoices. The new invoice will be easier to read, and agencies will be able to access detailed information online so they more clearly know what services they are receiving and paying for. With their first new invoice, agencies will receive an explanation of the format changes and instructions for reading the new invoice. View a sample of the new invoice (PDF).
The new invoice will be accessible on the Georgia Enterprise Technology Services (GETS) portal through the Chargeback/GSMRT (Global Systems Management Reporting Technology) application. However, agencies will receive paper bills until their authorized users are trained in Chargeback/ GSMRT. It is expected to take several weeks to train all authorized users.
Billing for Managed Network Services
The first billing period for managed network services (MNS) from AT&T begins May 1, and agencies will receive their first invoice about June 15. The format for MNS invoices will be the same as for IT infrastructure services, and the invoices will also be available through Chargeback/GSMRT. The first MNS invoice will include charges for baseline services plus any new service additions or deletions.
To make the transition to the new invoices as easy as possible, GTA intends to maintain the same account codes in use today. Invoices for IT infrastructure services will be issued around the 20th of each month and for managed network services around the 15th of each month.

Authorized agency users are now able to submit solution requests and order hardware from IBM through OrderNow! on the GETS portal. They can order voice services from AT&T beginning May 1.
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Comprehensive inventory planned for end-user computing equipment
Preparations are underway for a comprehensive inventory of end-user computing (EUC) equipment in the 12 agencies initially receiving their IT infrastructure services from IBM.
The inventory is an important part of equipment refresh, which will begin in the second half of 2009. It is also critical to invoicing "true up" since agencies are billed according to the level of services they actually consume.
A final timeline for the EUC equipment inventory is expected later in April.
IBM will begin a comprehensive inventory of servers in May to prepare for server and storage consolidation, also scheduled to start in the second half of 2009.
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We welcome your comments and questions about service transition and the state's IT transformation.
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