Incident – Based Support Model

1. Incident – Based Support Model

2. 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

3. Incident-Based Support Model Case Study and Summary Agenda

4. Software Development Lifecycle

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

6. 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.

7. 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:

8. 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 

9. Case Study and Summary Incident-Based Support Model Agenda

10. Case Study – Dept. of Information Resources Industry Government Administration Technology Services Employees 201 -500 Tools SharePoint Designer Visual Studio 2010 Business Objects Data Integrator .force Platform Environment Share Point 2007 Windows Server 2003 R2 Oracle 10g SQL Server 2005 Salesforce.com About 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.

11. Incident Classification and Prioritization 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. Preliminary Prioritization Matrix Higher Projects Solution Complexity Incident Group 3 Incident Group 2 Incident Group 1 Effort Lower Low High

12. DIR Support Process Flow Diagram

13. 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.

14. DIR Implementation Process • Identify transition champion • Establish transition plan timeline • Assigned SupportCoordinator and key SMEs for Oracle/ Business Objects, Salesforce.com and SharePoint to DIR Support Project. • 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 • Document Current DIR Processes • Prepare support team to commence operations • Train Process resources • Design and deploy technology and bandwidth • Finalize Incident Metrics • Receive Client Maintenance Transition Approval • Monitor activities • Track metrics • Map metrics to SLA • Perform continuous improvement • Weekly/Monthly Status Reports

15. 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.

16. Structure

17. 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

18. 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

19. 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 toaddress any unprecedented spurt in demand with minimal cost impact • Improved Operational Excellence- Standardizedset of tools/processes and committed/agreed SLA’s

20. 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