©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

IRS strives toward ITIL/ITSM model

Madelyn Walker

KISAM Project Manager, Internal Revenue Service

1

Background

The IRS made the decision to focus KISAM on upgrading the ITAMS application, specifically in the IT Asset Management and Incident Management/Service Desk Functions During development of the IRS process maturity plan, senior MITS management

placed a high-priority on these process areas as a result of TIGTA audits, High Priority Initiatives, and other CIO Critical Initiatives.

Upon conclusion of the Gartner process maturity assessment in June 2008, it was recommended that IT SDM project focus on: Service Desk and Incident Management

Configuration Management and IT Asset Management

Change Management and Problem Management

What are we doing? Replacing ITAMS

Service Manager 7.x replaces Service Center 5.1

Asset Center 5.x replaces Asset Center 4.4

Establish an ITSM infrastructure – build the “roads to drive on”

Why? Current products are nearing end of life and are not compatible with Enterprise Architecture

standards

Heavily customized implementation difficult to maintain. Ability to react to change requests is hindered.

Targeted tools offer out of the box IT Infrastructure Library (ITIL)support in line with IRS’ drive to implement ITIL best practices

2

KISAM Release 1 and 1a

• Deploy HP Asset Management (AM) module (Release 1 – October 2010)

• Deploy HP Service Management (SM) module (Release 1a –January 2011)

• Second and Third ITIL-based modules planned for production from the Business Technology Optimization (BTO) roadmap

• HP AM and SM are highly configurable to build any type of form the customer requires

• Implement a functional CMDB for visibility by SM with limited Asset information

• Leverage AM and SM data exchange

• Provide an Enterprise Knowledge Management Solution

• Designed to produce data driven reports

• Backbone infrastructure in-place to interface with other ITSM initiatives (e.g. – Additional BTO Suite integrations PPM, HPNA, Release Management).

3

• Upgrade IT Asset Management System (ITAMS)

• Implement the HP Asset and Service Management

modules into the IRS infrastructure

• Automate key workflows for registering and tracking

requests for IT services and products

• Automate key workflows for registering and tracking

incidents and service outages

• Improve transactional, summary and executive reporting

• Improve the ability to produce metrics for assessing and

monitoring service and asset requests and asset

inventory

KISAM Will:

4

5

Applications Incorporated into KISAM

• WeOS (Wireless Equipment Cell Phones and Pagers) – Service

Requests and Inventory Functions will be incorporated into KISAM

• CCOS (Calling Card Ordering System) – Service Requests and

Inventory Functions will be incorporated into KISAM

• Employee Equipment Profile Database – Application Planned for

Sunset after KISAM deployment functionality is incorporated

• Software & Hardware Maintenance – Targeted EOps SW Licenses and

HW Maintenance Contracts

• Software License - Targeted EUES and EOps SW Licenses; KISAM is the

authoritative source for the SW License Entitlement (e.g. Number of Licenses)

• Application Program Registry (APR) – Migrating the IRS developed

software from ITAMS ServiceCenter to KISAM Asset Manager

• Server Database – Asset and Inventory Management functionality will be

placed in KISAM Asset Manager, ESDB will remain until full functionality can be

incorporated into KISAM and TRaCIT.

6

• Change request tracking system

• Work request management system

• Release management system

• Configuration management system

• Portfolio management system

However, components of each of these activities will be leveraged by KISAM.

KISAM Is Not a:

7

KISAM Functionality

• Management of Batch assets will be leveraged in the

initial release

• Equipment profiles and entitlements will be managed in

Asset Manager

• GSS (General Security Schedule) for FISMA reporting will

be identified in Asset Manager

• Leverage the Asset Manager Model Information with the

Service Manager Catalog Selections

• Improved management surrounding the Equipment

refreshment activities

• Service Level Agreements will be utilized to improve

targets and identify areas of improvement

High Level KISAM Context Diagram

8

9

Sample – Employee Self Service

(formerly known as GetServices)

10

Sample – Employee Self Service

(formerly known as GetServices)

11

Sample – Employee Self Service

(formerly known as GetServices)

12

Sample – Employee Self Service

(formerly known as GetIT and AWSS Services)

13

KISAM –

Technology or Process??!!

To Be…

Or

Not to be

14

What comes first?

The chicken or the egg

15

16

Sound Familiar…..

17

What About This Situation……

**Run Video**

18

19

Challenges

How do you improve technology while improving

process?

Can you improve process without appropriate tools?

How do you improve morale and culture?

How do you discourage rewarding the Hero so that the

the service to the customer is consistent and

repeatable?

20

Opportunities

How do you improve technology while improving process? Simultaneous, but separate, efforts

Focus on short-term and achievable goals with the long-term objective visible

Can you improve process without appropriate tools? Yes, to an extent – many of our issues surround process and not

technology – however, to leverage repeatable and automated solutions, the tools are necessary

How do you improve morale and culture? Remember the people aspect – technology is great, but we need to

ensure that the people are not lost in translation

How do you discourage rewarding the Hero so that the service to the customer is consistent and repeatable? Focus on the customer, reward efforts when knowledge solutions are

used and adopted; Remember “repeatable” is the key… say it with me… “repeatable process… repeatable process… repeatable process”

21

RELEASE 1 - October 2010

Functionality Affected Parties Supported Activities

Asset Management

Module

All AWSS and MITS

employees with Asset

Inventory (e.g. GSS, Server

DB, COTR, SPIF, etc)

responsibilities

IRS Asset Information will be captured

as well as specific Software License

Entitlements, Software License

Maintenance Contracts, Hardware

Maintenance Contracts, GSS, Server

Information

APR (Application

Program Management)

APR Project Analysts &

Programmers

APR is moving from ITAMS Service

Center into Asset Manager.

Functionality Affected Parties Supported Activities

Service Manager Solution AWSS ERC (Employee Resource

Center), MITS Service Desk,

AWSS & MITS Service Providers

ESD, ERC, Ticketing System. There

will be an Enhanced Look and Feel

with Web interfaces replacing Client

Software.

Knowledge Management AWSS ERC (Employee Resource

Center), MITS Service Desk,

AWSS & MITS Service Providers

Knowledge Management (sub module

of Service Manager) will replace

Probe and Response (P&R) Guide.

Release 1 – October 2010

Release 1a – January 2011

Release Schedule

22

KISAM Status and Next Steps

Status:

• ELC Milestones

MS 1/2 Exit approved by IESC on November 20, 2009

MS 3/4a on target and exit scheduled July 15, 2010

• Conducting Focus Groups for Key Stakeholders

ACIO Areas – conducting May through June, 2010

BOD/FOD – conducting May through June, 2010

Next Steps:

• Finalizing configurations, design and testing

• Implementation – Critical Dates:

October 29, 2010 – Asset Management Release 1

January 13, 2011 – Service Management Release 1a

23

Presentor:

Madelyn Walker, Project Manager, KISAM (512) 460-8680

Madelyn.s.walker@irs.gov

Internal Revenue Service

Austin, Texas

Questions

24 ©2010 Hewlett-Packard Development Company, L.P.

To learn more on this topic, and to connect with your peers after

the conference, visit the HP Software Solutions Community:

www.hp.com/go/swcommunity