GTA UpdateCIO CouncilMarch 17, 2008

2005 GDEcD

Georgia Technology Authority

RFQC Issued 10 Days EarlyEarly completion shows teams focus and dedicationRFQC requested proposals for two streamsInfrastructure: data centers, mainframes, servers, PCs, laptopsManaged network services: states wide area networkQualifying service providers to be announced by April 7Only qualifying vendors can respond to upcoming RFPs

2005 GDEcD

Georgia Technology Authority

Looking AheadRelease RFPs: April 2008Sign contracts with External Service Providers: October 2008Transition services: November 2008 March 2009TRANSFORMATION: November 2008 onwardThis is transformational change

2005 GDEcD

Georgia Technology Authority

Transformation Will Affect All AgenciesIf you are not involved now, an agency with similar requirements is involvedMany processes will change

Enterprise agencies working with GTA to ensure successOffice of Planning and BudgetAdministrative ServicesState Personnel Administration

ProcurementBillingBudgetingPlanningAsset management

2005 GDEcD

Georgia Technology Authority

The New GTABusiness model that reflects an outsourced infrastructureDo less, manage moreMust lead the institutionalization of transformation and changeGovernance plays a large roleVision, mission and values must reflect the Governors priorities and the spirit of the New Georgia

2005 GDEcD

Georgia Technology Authority

GTAs Business ModelServices for Georgians

2005 GDEcD

StateAgency

GTA Service Management Organization

$+G

External Service Providers

StateAgency

$

$+G

Service Delivery

Data Sales

Private Sector

$

GTA Administration

State IT Enterprise

Policies, Standardsand Guidelines

Strategic Planning

Project Assurance

Governance

Security

Service Management Organization (SMO)

CIO Council March 17, 2008

2005 GDEcD

Georgia Technology Authority

Roadmap for BriefingTwo things going on at GTAGTA RestructureBuilding the Service Management OrganizationIntroducing the Service Management OrganizationWhat is an Service Management Organization (SMO)?Why do we need an SMOAn SMO for GTA What does the SMO look like?How has the SMO been designed?How do the SMO functions relate to the best practice model

2005 GDEcD

Georgia Technology Authority

Whats different About GTA?

2005 GDEcD

Georgia Technology Authority

Model Thin Corporate LayerEnterprise Relationships

Robust Operating Layer (COO)Coordinate the delivery of services to agencies

Technology Officer

EnterpriseTechnologyPlanningAdministrative Officer Information SecurityOfficer Operations Officer

MarketingOfficer

SMO

ESP 2ESP 1CIO Etc

2005 GDEcD

Georgia Technology Authority

Operational Component of GTA transforms into a Service Management Organization

CIO

Vendor Management

Administrative Services Retained Services Client RelationshipProduct Services Operations OfficerCOO Enterprise Service Solutions

To manage the relationship between GTA and infrastructure providers to ensure business receives quality, cost effective, reliable and scaleable infrastructure services Enterprise Disaster Recovery Enterprise SolutionsTo leverage the best practice technologies and processes from the infrastructure service providers to drive change in enterprise functionsWhat Happens to Operations?

2005 GDEcD

Georgia Technology Authority

What is an SMO ?

2005 GDEcD

Georgia Technology Authority

Why do we need an SMO?

2005 GDEcD

Georgia Technology Authority

How are we formalizing the SMO?

2005 GDEcD

Georgia Technology Authority

What does an SMO look like ?

SMOGTA CustomersExternal Service Providers

2005 GDEcD

Georgia Technology Authority

SMO ComponentsSMO CriteriaDrivers Objectives Principles Critical Success Factors Metrics

2005 GDEcD

Georgia Technology Authority

Defining the SMO - Criteria

2005 GDEcD

Georgia Technology Authority

TPI SMO Design MethodologyHow does the SMO interact with other functions within the enterprise & with external providers when executing its core processes?What are the key processes that the SMO executes in order to exercise its mandate?What is the mandate of the SMO function?How should the SMO be funded and how should it recover its costs?What governance bodies will be required to ratify decisions and resolve escalated issues?Based on the organizational construct, what job roles are required to execute the processes?CharterProcessRelationshipsOrganizationPeople & SkillsGovernance$Current ActivitiesInitial Draft CharterTeam working first 6 of Top 10 Processes How should the SMO be organized in order to execute these processes in an efficient manner?

2005 GDEcD

Georgia Technology Authority

The SMO Process ModelTPI has identified and classified 30 Processes by SMO DisciplineMost of these processes will be owned by GTA, some by the Service Providers and a few may be sharedThere may be additional processes required which are unique to GTAs situation

2005 GDEcD

Georgia Technology Authority

TPI SMO Disciplines

2005 GDEcD

Georgia Technology Authority

The Top 10 processesC01 Contract AdministrationC02 Contract Change ManagementC03 Contract Issue ManagementC06 Governance LibraryF01 Invoice ValidationF02 Performance Credits, Earnbacks, and Critical MilestonesF07 BillingP01 Performance Analysis & Service Delivery Management P02 Service Requests & AuthorizationR01 Governance

2005 GDEcD

Georgia Technology Authority

What is a Process?A defined and documented sequence of goal-oriented actions that are undertaken by authorized people that can be repeated over time to deliver a pre-determined output where measured performance can be improved over time (to reduce time, reduce resources, reduce cost or to improve quality)and that is only to be deviated from as the result of an informed and conscious business decision

2005 GDEcD

Georgia Technology Authority

Process Document - DesignEvery document in the suite is consistent in designSMO discipline area and process name in headerRevision control and confidentiality statement in footerStyled like a business document; ISO 9002 compliant

2005 GDEcD

Georgia Technology Authority

Detailed Process Document ContentHeader information:Header: GTA, Discipline Name, Process NameProcess name, process no., release date, versionAuthor, reviser, approverProcess owner, titleAttachments, descriptionAudience1. Purpose2. Entry Criteria/Catalyst event3. Included in process4. Outside of process5. Inputs6. Outputs7. Exit Criteria8. Related Contract Terms and Conditions9. Retained Records and Disposition10. Process Flowcharts11. Visio 2003 Document Embedding12. Document List13. Touchpoints14. Keywords15. Definitions (may be put in the process aid, if one is used)16. Revision ControlRevision versionDateRevised byApproved byDescriptionFooter: Company Confidential, Page Number (of pages), revision number, revision date

2005 GDEcD

Georgia Technology Authority

Process Approach Level 1 Flow ChartThe Level 1 process is the highest level of process developmentShows the sequence of Level 2 processesIdentifies the documents that are inputs or outputs of the process at a glanceAll processes are documented in word and represented as flow charts (Visio)

2005 GDEcD

Georgia Technology Authority

Process Approach Level 2 flow chartsThe Level 2 Process is the next level of detail down from Level 1Simple swimlanes for GTA, Agency, and Service ProviderDocuments are shown at the step in the Level 2 process where they are used

2005 GDEcD

Independent Verification and Validation:Project Assurance Process

CIO Council March 17, 2008

2005 GDEcD

Georgia Technology Authority

IV&V / Project Assurance Process Agenda

What is IV&V? Description

When is IV&V Used? Project PhasesWho are the Key Participants of IV&V? StakeholdersHow does GTA ensure Value with IV&V? PerformanceFeedback on Assurance Process? New ApproachIT Project Governance StrategyWhy Conduct a Self-Assessment? Gauges RiskHow to Conduct an Assessment? Tool

2005 GDEcD

Confidential - Georgia Technology Authority * *

What is IV&V?A 3rd Party, Value-added approach for ensuring:

Technology projects meet their objectivesProject deliverables meet quality and customer expectationsCosts are within project budgetSchedules are met

Required for Projects over $1 million

IV&V is an insurance policy for Project Risk______________________________________

2005 GDEcD

Confidential - Georgia Technology Authority * *

When is IV&V Used?Four Basic Stages during a Project

Business Justification (Rarely)

Planning / Procurement (Recommended)

Implementation (Required)

Benefits Realization (Recommended)

2005 GDEcD

Confidential - Georgia Technology Authority * *

Who are the Key Participants of IV&V?Primary Reporting to:

Provides Advice & Council to:

Provides Recommendations to:

Reports to, as needed:Executive Sponsor GTA Executive Director

Business Owner(s) GTA EPMO Director

Project ManagerGTA Engagement Manager

Steering CommitteeEnterprise Critical Project Review Panel

2005 GDEcD

Confidential - Georgia Technology Authority * *

How does GTA ensure Value with IV&V?IV&V PERFORMANCE MANAGEMENT Manages supply and dem