Georgia Enterprise Technology Services (GETS) update, Vol. 4, Issue 7 (July 2, 2012)

Georgia Enterprise Technology Services (GETS) Update
Volume 4, Issue No. 7

July 2, 2012

In This Issue

Building on FY 2012: Upward trends, focus on improvement
As we close out FY 2012, it's a good time to take a look at the considerable progress the GETS program has made during the past several months.

Installation of asset management desktop
icon under way
GETS Hosting Environment remediation program
complete
GETS provides guidance for handling
spam e-mail
Briefly
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We are seeing continuing improvement in transformation and operational metrics. Several projects have moved from yellow or red status in December to green, meaning they are on schedule with no major issues. That's what we're seeing with server consolidation, Active Directory, e-mail migration, file services and malware. Many other projects have remained green: server currency, IP readdressing, voice refresh and hosted contact center.

GETS Customer Resource Center
GETS Financial and Billing Resource Center
GETS FAQs

Service Level Agreement (SLA) quarterly performance trends are steadily rising, with 84.44% of infrastructure SLAs and 95.24% of managed network services SLAs equal to or above expected levels.

While we can point to many positive indicators, we are equally aware of issues that require our attention. The Agency Management Committee (formerly the Agency Advisory Council) is playing an integral part in the governance of GETS and its direction for the future. Members are helping to ensure that we keep the focus on problem areas and work toward resolution.

The depth of commitment from our service providers remains critical to the success of the GETS program. As a recent example, Mike Daniels, a senior vice president with IBM, met with Governor Deal last month to discuss the state's IT transformation. Mr. Daniels affirmed that IBM's long-term vision aligns with our goals for GETS.

Because of the dedication of many people throughout the agencies, our service providers and GTA - GETS is making important strides that benefit all of us.

Thank you for your ongoing support.

Calvin Rhodes State Chief Information Officer GTA Executive Director

Installation of asset management desktop icon under way
End users in GETS full-service agencies are being asked to follow a few quick steps to install a desktop icon that will enable them to readily access their IT asset information. The GETS Asset Management team introduced the desktop icon project to agency asset management focals in February, and beta testing with some agencies began in March, followed by a pilot program. Project kick-off meetings for the desktop icon project are taking place with agencies.
Asset information is often needed to facilitate end-user services such as Install, Move, Add, Change (IMACs) or to address calls to the Consolidated Service Desk. The icon will provide end users an easy way to access that information without searching for asset tags in hard-to-reach spots.
Clicking on the icon - which is in the shape of a peach - will call up asset information that might be needed, for example, when speaking to a Consolidated Service Desk agent or deskside support personnel to troubleshoot an issue. The icon will also provide a way to ensure that the Dell Desktop Manager (DDM) tool is functioning properly. DDM is an important automated delivery vehicle for end-user asset management services, software patches and anti-virus software updates.
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GETS Hosting Environment remediation program complete
After more than a year of intense effort, GTA and IBM recently completed remediation of the GETS Hosting Environment, which refers to the arrangement of computers and IT systems at the North Atlanta Data Center. While the work took place behind the scenes and may not have been apparent to all customers, it has increased the operational stability and reliability of the Hosting Environment and directly benefits every facet of GETS. Fewer service interruptions mean greater productivity for end users.
The program resulted in valuable lessons learned as the team reviewed and created processes that have led to significant improvements throughout the state's IT enterprise. It included a total of 68 projects spread across every tower, including e-mail, servers, storage, backup and recovery, network, security, asset, and tools.
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GETS provides guidance for handling spam e-mail
Security of the state's data and computing assets is a top priority for GETS. As part of ongoing efforts to combat viruses and other electronic threats, GETS is providing guidance for handling spam e-mail. Agency leads at GETS full-service agencies are being asked to share the guidance with end users.
Spam e-mail - also call junk mail - describes unwanted e-mail messages, frequently with advertising content, often sent in large quantities to an indiscriminate set of recipients. Spam can be used to spread computer viruses or other malicious software.
Knowing what to do with spam is key. Most importantly, end users should not open spam e-mail or attachments.
Depending on the e-mail platform they use, end users are being directed to save the suspicious e-mail in a newly created spam folder or follow other steps for safe removal.
The guidance for handling spam is being shared with agency leads over the next several weeks.
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Briefly...
GETS delivers VoIP system for Putnam County
The Putnam County Board of Commissioners cut the ribbon in June on a new administration building in Eatonton, and the building includes a Voice over IP (VoIP) system implemented through GETS by AT&T and GTA. The GETS team met an aggressive timeline and helped to position county officials to better serve their constituents. Several county services and departments have been consolidated in the new administration building, including the Board of Commissioners, executive offices, the finance department, planning and development, and code enforcement.
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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.