Georgia Enterprise Technology Services (GETS) update, Vol. 2, Issue 3 (Feb. 5, 2010)

Georgia Enterprise Technology Services (GETS) Update
Volume 2, Issue No. 3

February 5, 2010

In This Issue
Software patches keep EUC up to date
Improvements to Request for Solution process continue
2010 executive surveys scheduled
Briefly...

IT standards support a strong enterprise
Most of the information we share here in the GETS Update focuses on our ongoing efforts to improve the infrastructure and managed network services you receive, but this time I'd like to shine the light on another benefit of the state's IT transformation: We now have an enterprise strengthened by IT standards that promote effective governance and sound decision making.
Last year, we adopted 10 new IT standards whose purpose is to ensure the appropriate management of IT-related expenses, risks and benefits. I'd like to highlight the two most prominent - the Enterprise Operating Environment (EOE) standard and the Enterprise Performance Lifecycle (EPLC) standard.
The EOE standard requires all new IT systems or existing systems undergoing significant modification to be designed to take advantage of the cost-effective,

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GETS Activities

industry-leading IT services offered by GTA through its infrastructure and managed network service providers. The goal is to ensure state government obtains the maximum value and benefit possible from these services. Agencies that are fully participating in the GETS program are already operating under the EOE standard.

February
Roll-out of AT&T audio/ Web conferencing service

The EPLC standard combines GTA's existing standards for IT operations, strategic planning, project management and information security into a single, 10-stage framework. The framework is designed to control risk and to ensure IT investments deliver on their projected value. Each stage includes requirements to be met before a system moves on to the next stage. During a system's operational stage, the business owner must conduct annual reviews to determine if the system is continuing to deliver on its original commitments, or if remediation, including possible disposal, is appropriate.

Transition to AT&T tollfree phone service
IT asset refresh continues
Deployment of server tools continues

Your participation contributed to the development of these important standards, which will help provide stability and consistency to the state's IT enterprise. Thank you for your continuing support.
Patrick Moore State Chief Information Officer GTA Executive Director

Server and storage consolidation planning
Disaster recovery planning

Software patches keep EUC up to date
Making sure that your agency's software benefits from all of the manufacturers' available patches can be very time consuming. Getting the patches installed on every user's machine can make the task even more difficult to manage.
As a subcontractor to IBM, Dell manages the process for installing software patches on end-user computers. Using a tool called Dell Desktop Manager, Dell automatically installs patches for each participating agency on a regular, agreed-upon schedule every month.
Here are a few frequently asked questions about patching:
How can I tell if Dell Desktop Manager is installed on a computer?
If the c:\svctools folder exists, Dell Desktop Manager is installed.
When are patches installed?
Patches are available beginning on the second Tuesday of every month, sometimes referred to as Patch Tuesday. During interviews with Dell, each agency chose a window of time on a particular day for patches to be installed.
Is there an option to defer patching?
No, patching is silent. There is only an option to defer the reboot that most critical patches require.
What if the machine is shut down during patching?
If the machine is shut down properly, the patch will resume when the machine is powered up again.

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Improvements to Request for Solution process continue
Efforts to improve the Request for Solution process are yielding positive results.
Objectives set in September are being met, with requests now taking less time in the requirements and solutioning phases. For example, for requests submitted before September 1, gathering and firming requirements took 31 days, and solutioning required another 10 days. Requests submitted since September 1 spent 22 days and 4 days, respectively, in those phases of the process - a total of 15 days less than before.
The RFS process improvements team is still working to identify greater efficiencies, hoping to cut in half the time necessary for gathering and firming requirements. This month, a requirements checklist will be added to the Service Catalog online. The completed checklist will become part of each request and is expected to help speed the requirements stage of the RFS process.
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2010 executive surveys scheduled

As we noted in the January 22 issue of the GETS Update, executive surveys will begin this month. The executive survey builds on a baseline survey conducted in 2009 and will be sent to the heads of the agencies that were part of GAIT from the beginning. The University of Georgia is administering the survey, which is designed to assess the performance and reliability of IT infrastructure and managed network services delivered by IBM, AT&T and their subcontractors.
Each agency head will be surveyed annually, with one-fourth of the group receiving surveys each quarter:
First quarter: DHS, DOR, GBI Second quarter: DCH, GDC, DOAS Third quarter: OPB, DJJ, DNR Fourth quarter: DDS, GTA, SAO, DBHDD
We appreciate your assistance in measuring customer satisfaction with technology services. The data collected will be used in calculating the quarterly service levels for the Overall Customer Satisfaction Service Level Agreement.
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Briefly...
GTA and our service providers will hold a training session on asset management on Wednesday, February 10. Designed for agency asset managers, the training will include a panel discussion about processes affecting asset management and demonstrations of tools such as Maximo, GSMRT and OrderNow!.
For more information, please contact your GTA Service Delivery Consultant.
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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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