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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:
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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.
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• 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:
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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
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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?
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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”
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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
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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
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Presentor:
Madelyn Walker, Project Manager, KISAM (512) 460-8680
Internal Revenue Service
Austin, Texas
Questions
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