1 work request process improvement & vita service catalog aitr briefing april 15, 2010 1
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Work Request Process Improvement &
VITA Service Catalog
AITR BriefingApril 15, 2010
www.vita.virginia.gov 1
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Status – Work Request Processes• Prior months’ activities
– Analyzed Process of Initiation of Request – Breaking the logjam of the current backlog– Monitoring new requests for adequacy of requirements
• Current Focus – Work Orders and Processes– Standardizing work orders
• Managed Router 128kbps (ABC Stores) – complete• Managed Router (other capacity) – in process• Wireless LAN – in process• Software Distribution – in process
– New Processes Documented• Complete a Revised Initial Request Form
– We will be asking the agencies to actively participate in initiating the RFS• New Critical Work Request process drafted
• Future Focus– Continue standard work order development and establish revised
“Design and Build” work order process– Migrate standard work orders to a customer facing catalogMigrate standard work orders to a customer facing catalog
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Plan for the VITA Service Catalog• Collect all VITA services into one
customer-facing Catalog• Define a limited number of customer order
paths and promote services to simplest path possible
• Build the VITA Catalog in an intuitive Shopping Cart format
• Utilize eVA for requisition– Short-term: Static Catalog– Target: PunchOut catalog option
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Customer View of VITA Catalog
CATALOG
REQUISITION
RESEARCH/PLANNING/SOW
PUNCHOUT AND RETURNORDEReVA users
eVA usersAgency ManagementOther eligible customers
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Status – Catalog Project• Project Approved for Planning (non-Major)• Project on Parallel Tracks
– Content Development• Kicked off with Infrastructure SME (Operations) and EAD• Content development underway
– eVA Static Catalog (thought to be the quick solution)• Loaded desktop, laptop, tablet, network printer services in
eVA’s UAT environment• Only 3 out of 26 had defined prices
– VITA Catalog Application (eVA PunchOut) • Requirements development nearing completion• Looking at VITA’s Web Content Management vendor as possible
provider of shopping cart development tools
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eVA Static Catalog has limited function
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Full VITA Catalog will have more….
Catalog Content
Catalog Content Development
Development Database displayed
Database displayedas a proxyas a proxy
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Defined PricingIncluding Defined Price Work Orders PO
Telecom Defined Price Defined Price Service or Work Order
TSR Process LinkNo shopping cart / No eVA
P2P quote needed PO
WORKFLOW
WORKFLOW
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Catalog Interfaces and Paths – Use Cases
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Catalog Interfaces and Paths – Use Cases
Design and BuildPO
CSL->RFS Process
SOW*&
Quote
Work OrderUndefined Price
[email protected](Tom Nikles)
WorkOrder*
w/ PricesAdded
* SOW/Work Orders for telecommunications solutions will need to be returned with TSR form for submission.
TSR Process LinkNo shopping cart / No eVA
PO
TSR Process LinkNo shopping cart / No eVA
3rd Party IT Contract 3rd Party PO
TSR Process LinkNo shopping cart / No eVA
Quote
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Background
Optional Slides
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Customer Order Paths – Promote to Efficient Path
DesignersArchitectsContracts
Subs
PROMOTE
Needs Price Quote SOW Defined
Service Request Design and Build
P2P well-defined
product/service order
VITA
VITACSL
VITACSL
SOWwith
Quote
eVA
NG Other
VendorsPO
CATALOG
VITA
VITA eVA
NG Other
Vendors
NG Other
Vendors
VITA PONG
OtherVendors
Quote
eVA VITA PONG
OtherVendors
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eVA Catalog OptionseVA offers two catalog options in addition to
non-catalog requisitions• Static CatalogStatic Catalog
– Spreadsheet-like list of vendor’s product– Limited in ability to handle complex services with bundled
options/features
• PunchOut CatalogPunchOut Catalog (hosted on vendor’s site)– Requires vendor to have “Shopping Cart” web-site with Ariba
standard interface to send data back to eVA– Provides vendor the opportunity to bundle products and
features into a complete service offering– Brings back the product/service/bundle into eVA– Guides customer to the right process