Georgia Enterprise Technology Services (GETS) update, Vol. 2, Issue 8 (Apr. 16, 2010)

Georgia Enterprise Technology Services (GETS) Update
Volume 2, Issue No. 8

April 16, 2010

In This Issue
Service delivery lead times: What to expect
Security tools being deployed
Focus groups offering input about Service Catalog
Field technicians to leave information cards

Transformation Kickoff to provide deep dive on IT activities and benefits
We are hosting an important event next week for business and technology leaders from our full-service customer agencies. The Transformation Kickoff on April 21 will focus on the changes we are making to the state's technology and what they mean to your agency from both operational and financial perspectives.
We will take a deep dive into transformation activities so you can see the scope of change taking place and gain a greater understanding of the benefits. Your agency has played a critical role in getting us where we are today, and we will also look at the importance of your continued involvement to ensure transformation's success.

Quick Links
Previous Newsletters GTA Web Site GETS FAQs
GETS Activities

We will begin the morning with a general session on the state's current technology environment, improvements we are making to technology service delivery and an overview of transformation. In the afternoon, breakout sessions with GTA, AT&T and IBM will focus on such topics as:

April/May
Internet traffic migration to AT&T security

q E-mail consolidation q Equipment refresh q Budgeting and retained costs q Impacts on invoices
The ultimate goal of transformation is to reduce the risks to your agency's ability to serve its constituents while making technology services more costeffective. If you received an invitation to the Transformation Kickoff, I hope you will join us. We have been working hard to make sure it will be time well spent.
Thank you for your ongoing support, and I look forward to seeing you April 21.
Patrick Moore State Chief Information Officer GTA Executive Director

Transformation kickoff
Preparations for e-mail migration and consolidation
Preparations for server and storage consolidation
IT asset refresh
Disaster recovery planning

Service delivery lead times: What to expect

How long is it likely to take to move a phone line? How much time should you allow for installing software?
Knowing what to expect can assist you in planning projects or meeting your office needs. Here are general guidelines from IBM and AT&T for some of the most frequently requested services. Estimated times are listed in business days.
Infrastructure services
q
Create Time Sharing Option (TSO) user IDs (mainframe access), 2-3 days
q
Create Virtual Private Network (VPN) user IDs (remote access), 2-3 days
q
Workstation break/fix, 2-4 days
q
Create mappings to workstation printers or file systems, 3-5 days
q
Install new workstation software after procurement, 3-5 days
q
Single workstation office move, 3-5 days
q
Project (more than 9) workstation office move, 8-12 days
q
Implement firewall change, 8-12 days
Managed Network Services
q
Simple voice line moves/changes for up to 19 lines, 7-10 days
q
Simple telecom software changes (such as features, configuration), 510 days
q
Simple LAN port activation, 5 days

Complex technologies (such as ISDN) up to 5 lines, 17 days
q
Complex data software changes (such as static route, IP addressing), up to 30 days
q
Hardware orders (routers, switchers), 30-45 days
q
Circuit or transport orders, 25-45 days
The lead times are given as a planning tool and are estimated from the time an order is accepted. It is important to remember that typically the more complex the requested service, the longer the necessary lead time. Times are affected by a variety of factors, including the number of lines or locations, the area being served, bandwidth required and quantity needed.
Need more info?
Agencies' authorized users can access more information on service delivery lead times online using Service Catalog. Information is also available through your GTA Service Delivery Consultant.
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Security tools being deployed
IBM is deploying two security tools at full-service agencies.
The Network Intrusion Prevention Service (NIPS) monitors traffic going into and out of an agency's network. It also monitors for malicious or suspicious activity on the network.
The Host Intrusion Detection Service (HIDS) searches for malicious activity on individual servers. HIDS will be installed on 200 servers.
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Focus groups offering input about Service Catalog
AT&T is holding focus groups across the state this month to gain input from Service Catalog users. At meetings in Augusta, Atlanta, Macon, Alpharetta, and Savannah, participants are being asked to discuss their use of Service Catalog and recommend improvements.
The focus groups are part of AT&T's and GTA's commitment to improving the customer experience.
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Field technicians to leave information cards after visits
You can expect to find a "leave behind" card on your desk anytime a GETS field technician has made a visit. The card, folded table-tent style, will be given to the end user or placed on the desk and will list the technician's name, the date and time of the desk-side visit, and the corresponding incident number. Having the information handy will make it easier for the end user if a follow-up call to the Service Desk is necessary.
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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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