Georgia Infrastructure Transformation (GAIT) 2010 update, Vol. 1, Issue 7 (May 1, 2009)

Georgia Infrastructure Transformation (GAIT) 2010 Update
Issue No. 7

May 1, 2009

In This Issue
Managed Network Services transition to AT&T
Online ordering for voice services now available
New MNS invoices due next month
GTA regional offices close
Inventory underway for enduser computing

Responding to recent service outages
We have recently experienced service outages and degradations that have affected large numbers of customers around the state or lasted longer than we initially anticipated.
We sincerely regret any inconvenience these incidents have caused our customers. We also want to assure customers that the response by GTA and our service providers has been rapid and comprehensive.
The state's technology services are undergoing a significant transformation, and GTA has been upfront about the possibility of a temporary dip in service levels due to the complexity of changes taking place. As we have said previously, such dips are commonplace at the beginning of large

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transformations.
Our new service providers are bringing to the state more mature processes for managing service delivery issues. As a result, we are uncovering problems long overlooked or previously unidentified. In response to service incidents, our technology providers are able to bring together resources that we could not otherwise access. One recent outage would have lasted far longer than it did without those additional resources from our service providers. GTA and our customers are also receiving more frequent and comprehensive updates when outages and degradations in service occur.

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

GTA greatly appreciates your patience and understanding. We will continue to respond quickly and thoroughly to service incidents and to communicate with our customers. We will also continue to work diligently to improve our service delivery model.
Patrick Moore State Chief Information Officer GTA Executive Director

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

Managed Network Services transition to AT&T
Today marks the transfer of managed network services (MNS) to AT&T. While we have completed thorough preparations and anticipate a smooth transition, we have once again activated the Commencement Control Center to ensure an immediate response to any critical issues that may arise during the next few days. The center is operating on a temporary basis to supplement current processes for resolving service issues.

June 15
Chargeback (invoicing) for Managed Network Services launches on GETS portal
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IBM and GTA first staffed the control center during the transition of IT infrastructure services. Similar procedures are being followed during the MNS transition. The center is polling agencies by conference call at set intervals throughout each day to determine whether any issues are unresolved. Executive briefings are also being held twice daily with AT&T and GTA.

Thank you for working with GTA and our service providers to successfully complete this next important phase of the state's IT transformation.

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Online ordering for voice services now available through GETS portal
Beginning today, customers can order voice services through OrderNow!, our online service catalog that can be accessed on the Georgia Enterprise Technology Services (GETS) portal.
User training was offered through live webinars in April and included:
q MNS services available through AT&T, q registering to use the GETS portal, which provides online access to
service management tools, q registering to use OrderNow! for ordering voice and other managed
network services (it's also used to order end-user computing equipment and to submit solution requests for IT infrastructure services), and q reporting managed network service problems.
The webinars are posted on the GTA website for anyone who missed the training or wants to view the sessions again.
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New MNS invoices due next month

Agencies will receive their first invoice for AT&T managed network services around June 15. The first invoice will include charges for baseline services.
The invoice format will be the same as for IT infrastructure services, and invoices will also be available through Chargeback/GSMRT, which is accessed through the GETS portal. 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. To make the transition to the new invoices as easy as possible, GTA is using the same account codes as previously used.
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.
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GTA regional offices close
With the transition of managed network services to AT&T comes the closing of GTA's regional offices throughout the state. GTA announced last year that the offices would close on May 1.
Beginning June 1, customers will have 24/7/365 coverage with the launch of the state's first consolidated, enterprise service desk. In the meantime, customers can continue to call the regional office phone numbers they are used to, and calls will be automatically forwarded to Atlanta. In addition, service delivery consultants are available to provide assistance.
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Inventory underway for end-user computing and data centers

A comprehensive inventory of end-user computing equipment is underway. A few pilots have been conducted, and the inventory will now take place at all 12 agencies receiving their IT infrastructure services from IBM.
The inventory is being conducted by IBM and subcontractor Dell, which is providing end-user computing services.
The inventory team is finalizing the schedule for the inventory, and all in-scope agencies are expected to be notified of the schedule by May 8. Agencies whose locations will be inventoried during the week of May 4 have already been contacted by the inventory team. The full inventory is expected to be completed by mid-June.
Another inventory of data centers at the 12 in-scope agencies also began April 28 and continues through mid-May.
The inventories are an important part of equipment refresh, which is scheduled to begin in the second half of 2009, and for invoicing "true up" since agencies are billed according to the level of services they actually consume. The data center inventory is also essential to 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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