Office of State Finance Agenda Assistance/Request for ChangeReporting / MetricsGovernance.
19
Office of State Finance Agenda Assistance/Request for Change Reporting / Metrics Governance
Transcript of Office of State Finance Agenda Assistance/Request for ChangeReporting / MetricsGovernance.
Office of State Finance
Agenda
Assistance/Request for Change
Reporting / Metrics
Governance
2
Office of State Finance
Agenda
Governance
3
DEMAND GOVERNANCE
IncidentSomething is broken or about to break.
ProblemUnderlying “root-cause.”
Service RequestUser needs assistance quickly to show them how to handle a specific situation, fix a goof they’ve made, or to perform a function that
only CORE administrative staff are allowed to perform.
Request for ChangeUsers wants a change in system functionality to facilitate continuous improvement or regulatory
requirements.
ProjectsCost more than $15,000. Includes rollout of
services to new agencies, major enhancement requests, and major system patches/upgrades.
New Service ProjectsCost More than $15,000. Includes implementation
of new services not yet available
Availability - Monitoring tools will provide service
availability
On time – Actual SR’s completed compared to
60 day plan
On time and budget – Actual delivery date and
cost are within 10% of the planning estimates
First Call Resolution % Answer Time Per Call –
Implemented with CRM/ITIL project
Success Measures
Future
Implemented
Problem - # SQL Updates
GOVERNANCE
Partner Meeting
• Senior management briefing
• Strategy / Portfolio Management
• Permanent members OSF (DCAR, ISD) OPM, DCS
• Revolving membership ODOT, OESC, DEQ, Commerce, DHS
Finance Advisory Board
HR/Payroll Advisory Board
Future• Management briefing
• Policy / Continuous Improvement
• Lead by OSF (ISD/DCAR)
• Agency Financial Leadership
Governance Committees and Meetings Have Been initiated
ProcurmentAdvisory Board
• Management briefing
• Policy / Continuous Improvement
• Lead by OSF (ISD/DCAR/DCS)
• Agency Procurement Leadership
Projects
Request for Change
5
Office of State Finance
Agenda
Assistance/Request for Change
Governance
ITIL Training
Terms (Service Operations)
1
Something is broken or about to break.
Repair as quickly as possible.
Open incidents are measured against
SLAs.
Incident Incident
2
Underlying “root-cause.”
Remains open until underlying issue is
resolved.
Open Problems are not measured against
SLAs.
Creates “work-arounds.”
ProblemProblem
3
Routine pleas for help – but nothing is broken. These
include items like “can you tell me Joe
Blow’s phone number”, “can you
unlock my account”, and “will you reset my
password.”
Assistance Assistance Service Service RequestRequest
4
Non-routine request. Request to alter a service from its
current state. Can apply to hardware,
software, or configuration.
Enhancement Enhancement Service Request Service Request
/ Request for / Request for ChangeChange
Office of State Finance ITIL Training
Roles
Members of OSF who have PeopleSoft functional knowledge
or institutional knowledge that will aid in both client discovery and then in the implementation and
support of the service.
This team develops estimates of effort required to fulfill the request
from a non-IT functional perspective.
Functional Delivery TeamFunctional Delivery Team
Composed of OSF IT staff responsible for performing software development and
maintenance on the PeopleSoft systems.
This team develops technical estimates of effort required to
fulfill the request.
Application Application Development TeamDevelopment Team
7
Application Request Process Flow (SR’s and RFC’s)
Office of State Finance ITIL Training 8
Applicaton Service Request Process Flow
Service Request
Office of State Finance ITIL Training 9
Application Service Request Process Flow
Enhancement / RFCOffice of State Finance ITIL Training 10
Application Service Request Process Flow
Enhancement / RFCOffice of State Finance ITIL Training 11
SR Work List - Stage Codes
Office of State Finance ITIL Training
Code Description
01-PND Pending
02-DEV Dev
03-CFG Config
04-UAT UAT
05-CO Complete
12
Work List
Service Request Policy
The Request process should be followed for all Assistance Service Requests and Enhancement Service Requests (also known as Requests for Change/RFC) in support of existing services.
Once an Enhancement Service Request has been added to the work list (spreadsheet), it will be closed in CRM with a standard solution reflecting that it has been added to the work list.
Office of State Finance ITIL Training 14
Service Request Policy
Estimates should be reviewed by CORE / App Dev Management before being presented to the Advisory Boards.
No work is to be performed on an RFC until estimates have been created and the SR has been prioritized by the appropriate Advisory Committee.
Expedited RFCs are the only exception.
Office of State Finance ITIL Training 15
16
Office of State Finance
Agenda
Assistance/Request for Change
Reporting / Metrics
Governance
17
DEMAND GOVERNANCE
IncidentSomething is broken or about to break.
ProblemUnderlying “root-cause.”
Service RequestUser needs assistance quickly to show them how to handle a specific situation, fix a goof they’ve made, or to perform a function that
only CORE administrative staff are allowed to perform.
Request for ChangeUsers wants a change in system functionality to facilitate continuous improvement or regulatory
requirements.
ProjectsCost more than $15,000. Includes rollout of
services to new agencies, major enhancement requests, and major system patches/upgrades.
New Service ProjectsCost More than $15,000. Includes implementation
of new services not yet available
Availability - Monitoring tools will provide service
availability
On time – Actual SR’s completed compared to
60 day plan
On time and budget – Actual delivery date and
cost are within 10% of the planning estimates
First Call Resolution % Answer Time Per Call –
Implemented with CRM/ITIL project
Success Measures
Future
Implemented
Problem - # SQL Updates
18
2011 Business Application Services Requests for Change
Problem Management SQL Requests
19
