Georgia Infrastructure Transformation (GAIT) 2010 update, Vol. 1, Issue 8 (May 15, 2009)

Georgia Infrastructure Transformation (GAIT) 2010 Update
Issue No. 8

May 15, 2009

In This Issue
Consolidated Service Desk to offer round-the-clock support
Training prepares agencies for new processes
Questions about June 1 process changes? Contact
your SDC

June 1: Another big milestone in state's tech transformation
June 1 is a date that's every bit as significant to the state's technology transformation as April 1 and May 1. With the recent transitions of technology services to IBM and AT&T, we talked a lot about maintaining "business as usual," but we are rapidly moving past that as we make big changes to important processes.
GTA, our customer agencies and our service providers are focusing a great deal of time and energy throughout May to prepare for those changes, which include the launch of the state's Consolidated Service Desk. It brings two firsts to the state's IT enterprise:

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GTA Website GAIT FAQs
Milestones

q Beginning June 1, GTA's customers will call a single, toll-free number -

1.877.GTA.3233 - when they need support for IT infrastructure and managed network services. q Support will be available 24/7/365.
June 1 will also bring changes in how agencies request updates to their business applications and in processes for incident and problem management. Webinar training for our customer agencies is now underway, and recordings of those sessions are being posted on GTA's website.
I know that we are continuing to ask much of our customer agencies, often with little advance notice, but the end result will be well worth the temporary inconveniences we may now be experiencing.
Thank you for your continuing support.
Patrick Moore State Chief Information Officer GTA Executive Director
Consolidated Service Desk to offer round-the-clock support beginning June 1

June 1
Consolidated Service Desk launches with 24/7/365 coverage and toll-free number: 1.877.GTA.3233
Maximo for service ticket tracking launches on GETS portal
Point-of-service surveys begin for Statewide Service Desk
June 15
Chargeback (invoicing) for Managed Network Services launches on GETS portal
View All Milestones

The state's first consolidated, enterprise service desk will launch on June 1. For the first time, GTA customers can call a single, toll-free number - 1.877. GTA.3233 (1.877.482.3233) - to receive 24/7/365 support.
Between now and June 1, be sure to continue using your current process to request support or report service issues.
As part of Georgia's technology transformation (GAIT), 21 separate service desks are being consolidated into a single service desk.
The Consolidated Service Desk will be a single point of contact for reporting service issues in the 12 GAIT agencies receiving both their IT infrastructure services through IBM, including end-user computing and data center services,

and their managed network services through AT&T.
It will also respond to voice and WAN issues (telecommunications) for agencies receiving only their managed network services through AT&T.
IBM and AT&T worked closely with the 12 GAIT agencies to develop a comprehensive plan for ensuring a smooth consolidation of the various help desks. In addition, service desk analysts are receiving extensive cross-training so they can respond to calls from any agency.
A key goal is to resolve a service delivery issue on the first call. Issues requiring further attention will be routed to the appropriate support team. Users of Maximo, a new ticketing system accessible through the Georgia Enterprise Technology Services (GETS) web portal, will eventually be able to open their own tickets and track them online.
The Consolidated Service Desk will operate from an IBM facility in metropolitan Atlanta.
Communications campaign targets agency end-users
To make sure everyone knows about the launch of the Consolidated Service Desk and toll-free number, we are beginning a communications campaign in mid-May in collaboration with customer agencies. We are providing agencies with an announcement that they can e-mail to all staff and post on employee intranets. We are furnishing flyers and posters and asking agencies to display them in prominent locations.
In some agencies, anyone calling their agency-specific help desk number will be automatically forwarded to the Consolidated Service Desk beginning June 1. In other agencies, callers may receive a recorded message directing them to the Consolidated Service Desk. In still other agencies, the current help desk numbers will remain active and be used for other support functions.
New procedure for Installations, Moves, Adds and Changes (IMACs)
Some agencies currently call their service desk to request IMACs, but the Consolidated Service Desk will not handle those calls. Instead, authorized

agency staff will submit IMAC requests through OrderNow!, our online service catalog on the GETS web portal.
Customer satisfaction surveys for service desk also begin June 1
We are also beginning customer satisfaction surveys for the Consolidated Service Desk on June 1. A sampling of callers will be contacted for their impressions of how well their issues and concerns were addressed. The surveys are one of several means being used to gather customer opinions as part of measuring the performance of our technology service providers.
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Training prepares agencies for new processes
With all the process changes occurring June 1, making sure that the right staff in our customer agencies receive the training they need has been a priority.
On-site and webinar training on numerous process changes is taking place throughout May and continuing into June.
q Overview of Incident, Problem, Change and Release Management: May 12 and 13
q Using Maximo for Incident and Problem Management: May 14, 15 and 18
q Using Maximo for Change and Release Management: May 14, 15 and 18
q Chargeback (invoices) for Managed Network Services: May 19 and 20, June 3 and 4
Schedules and recordings of some webinar training sessions are available for follow-up viewing on GTA's website. Recordings of other training

sessions are being made available on the GETS web portal and a special SharePoint site that is accessible only to appropriate staff in customer agencies.
Besides these training sessions, staff from GTA's Service Management Organization and our technology service providers are meeting one-on-one with GAIT agencies prior to June 1. Agencies are receiving additional direction on how to prepare for June 1 process changes and being provided with more training materials.
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Questions about June 1 process changes?
If you have questions about any of the process changes that begin June 1, feel free to contact your GTA Service Delivery Consultant. You can find the name and contact information for your agency's SDC on GTA's website. Enter your agency's name or acronym in the Find Your Service Delivery Consultant box in the right-hand column and click "Go."
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We welcome your comments and questions about service transition and the state's IT transformation.
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