Incident – Based Support Model

Incident-Based Support Model

“Manage IT Applications Budget Using Incident Based Support Model”

Presenters

William Belich - Project Manager, ObjectWin Technology, Inc. Email: william.belich@objectwin.com Phone: (713) 337-1820

and

Todd Kimbriel - Director of eGov. and IT Policy Division, Texas Department of Information Resources Email: tkimbriel@dir.texas.gov

Agenda

Case Study and Summary

Incident-Based Support Model

Software Development Lifecycle

Application Management

Governance SLA based delivery model Incident system based services Extensive program metrics to measure

and manage deliverables Established process to manage escalation

and changes

Knowledge Management Client specific knowledge repository and

induction kits Plan for redundancy and back-filling Continuously updated knowledge

repository to facilitates quick turnarounds

Resource Pool Large technical pool of resources Certifications available in related

technology PMI Certified Project Managers Experience in ITIL framework

Information Security Customer data confidentiality Adherence to regulatory compliance Audit trail availability

Provide end-to-end support solutions, combining Application Support, Maintenance, Administration, and New Project Initiatives.

Incident-Based Support Model

Optimized IT service delivery model that moves away from the traditional time and material model to a more flexible and predictable pricing model.

This is a low-cost option to further reduce maintenance spend while maintaining service levels.

Incident-Based Support Approach

Roadmap to Establish Incident-Based Pricing Model

Move towards a mature managed services model Make available historical application management records for 6 ~ 12 months Forecast of enhancement requests for 6 ~ 12 months

We work with organizations to move from a service-based model to an incident-based model to achieve reduced costs year-on-year.

Our methodology to establish an incident-based pricing model:

Pricing Models

Service-Based Pricing Price points for allocated service

hours Suitable where incident

volumes/ history is not available

Incident-Based Pricing Price based on incident volume Suitable in mature systems with

predictable incident volume

Agenda

Case Study and Summary

Incident-Based Support Model

Case Study – Dept. of Information ResourcesAbout DIR DIR provides a statewide leadership role by leveraging the state’s

investment in shared technology, protecting technology assets and citizen privacy, simplifying access to government services and information, and promoting the innovative use of technology across Texas.

Solution Provided on time support for their applications and websites. Reduce cost of Ownership of existing applications. Configured the application to accommodate changing business

requirements. Enhanced business processes by providing automated solutions.

Value Proposition Provided routine system process improvements. Provided “Best Practice” solutions during maintenance and new initiatives.

IndustryGovernment AdministrationTechnology Services

Employees201 -500

ToolsSharePoint DesignerVisual Studio 2010Business ObjectsData Integrator.force Platform

EnvironmentShare Point 2007Windows Server 2003 R2Oracle 10gSQL Server 2005Salesforce.com

Incident Classification and Prioritization

Incident Group

1

Incident Group

2

Incident Group 3

Projects

The preliminary prioritization matrix is intended to help DIR prioritize their incidents based on the value to be gained from implementing that incident weighed against the effort to implement.

Effort

Lower

High

er

Low High

Preliminary Prioritization Matrix

Solu

tion

Com

plex

ity

DIR Support Process Flow Diagram

Governance Highlights

Establish incident base line based on current metrics and data Establish project steering committee Establish incident percentage for operation and maintenance

versus enhancements or projects. Establish periodic monitoring of incident data and SLA’s. Establish true-up process to adjust volume and complexity of

incidents at pre-established milestones.

DIR Implementation Process

Identify transition champion

Establish transition plan timeline

Assigned Support Coordinator and key SMEs for Oracle/ Business Objects, Salesforce.com and SharePoint to DIR Support Project.

Document Current DIR Processes

Prepare support team to commence operations

Train Process resources

Design and deploy technology and bandwidth

Finalize Incident Metrics

Perform Joint Support to Validate support teams ability to transition to sole maintenance role

Prepare ramp-up schedule

Logistics management

Execute support ramp-up and ramp-down plans

Receive Client Maintenance Transition Approval

Monitor activities

Track metrics Map metrics to

SLA Perform

continuous improvement

Weekly/Monthly Status Reports

Communication Channels

Diagram depicting the onsite – remote model where the onsite team and remote team are both in constant touch with the customer using various communication tools.

Structure

DIR Delivery Management – Reports

Provided status reports on a periodic basis. Some of the reports that were furnished as part of this engagement are shown below:

Some of the Key Information in the Project Status Report: Period Covered by the Report Submitted By Recipients Key Accomplishments - top accomplishments during the period covered by this report

Reporting detail Frequency Reported By Reported To

Status Report Monthly SC DIR POC

Status Reviews Weekly SC DIR POC

Delivery Scorecard Weekly SC DIR POC

DIR Delivery Management – Reports

Key Plans - Key Plans for next Reporting Period Case Summary - Case numbers and scope by month Deliverables Risks Issues And Concerns

Benefits Reduced TCO- Ability to effectively utilize resources thereby driving better productivity and

utilization

Flexibility & Scalability -Ability to meet varying business demands giving economies of scale

Better Predictability of IT Spending- Plan/budget effectively based on ‘Short Term’ and ‘Long Term’ planning

Knowledge Retention- Efficient process to help in capturing & defining knowledge base

Improved Customer Satisfaction- SLA based performance measurement

Standardized Processes- Deployment of standardized set of tools and processes across engagements

Leverage Best Practices using ITIL Framework

Economies of Scale- Average costs fall as we grow in size

Meet Unforeseen Demands- Ability to address any unprecedented spurt in demand with minimal cost impact

Improved Operational Excellence- Standardized set of tools/processes and committed/agreed SLA’s

Questions?

“Manage IT Applications Budget Using Incident Based Support Model”

Presenters

William Belich - Project Manager, ObjectWin Technology, Inc. Email: william.belich@objectwin.com Phone: (713) 337-1820

and

Todd Kimbriel - Director of eGov. and IT Policy Division, Texas Department of Information Resources Email: tkimbriel@dir.texas.gov