AWIPS and ITIL Implementation

1. AWIPS and ITILImplementation

2. How Does ITIL Contribute to Program Success ITIL Alignment with Mission • NWS Mission Objectives, as stated the AWIPS Statement of Objectives (SOO) lent themselves to an approach consistent with ITIL • AWIPS Operations and Maintenance is made more efficient and less risk- prone through accordance with ITIL principles • Improved business alignment, customer satisfaction – 92% Field Satisfaction (up 6 points) • Movement from reactive to proactive orientation – increased proactive NCF pre-severe weather actions • Improved SLA management – ensures SLAs evolve with program needs and measure what is important • Improved delivery of third party services – increased AWIPS system-wide WAN Availability (> 99.98%) • High quality service delivery – recent release had Zero open issues after Beta; 50% install time reduction • Improved Capacity – SBN product delivery increased 35% over last 6 months • Improved management of risk derived from change - • CCB process that evaluates system upgrades • Customer focused, process oriented • Based on best practices • Optimum service against justifiable costs • Metrics-driven decisions • Focus on people, process, technology ITIL based approach facilitates service improvements and enhancements

3. Introducing ITIL Within the AWIPS PMO Key Components • Visible Management Commitment • Championed by AWIPS Program Manager and leadership team • Comprehensive understanding of cost and benefit • Supportive Customer • ITIL focused on improving mission support • Training and Communication • Foundations training for key personnel • Ongoing communication • All hands meetings and Special-topic briefings • Project-wide Posters; Badge Tags and Email campaign • Dedicated ITIL Manager • Full-time • Certified ITIL Service Manager, PMP • Baseline and Benchmarks • Participation in APQC IT Benchmarking Study • Additional industry standard benchmarks AWIPS program has a strong commitment to ITSM excellence

4. Introducing ITIL Within the AWIPS PMO Key Components • ITIL Gap Analysis • Questionnaires, interviews, documentation search, observation • Results indicate AWIPS Concept of Operations supports majority of ITIL best practice • Customer outcomes drive service offerings • Strong, positive relationship with customer • Well-established communication channels • Governance in place ensures service quality • Continuous improvement mechanisms implemented • ISO 20000 Initiative • Pre-audit and Gap closure activities • Certification audit July 21 – 25, 2008 • Service Improvement Planning • Teams trained in Raytheon Six Sigma • ITIL service improvement effort rolled into ISO 20000 continuous improvement plans

5. AWIPS ITIL Initiative Summary Phases • Phase I: Current-State Assessment and Gap Analysis • Completed July 2007. AWIPS Service delivery process is fairly well-aligned with ITIL guidelines. • Specific process improvement activities identified • Phase II: Establish and Develop • Completion May 2008. Enhancements, improvements and upgrades to attain compliance • Phase III: Implementation • Phased approach. Formal staff communication and training • Completion May 2008 • Phase IV: Monitor and Evaluate • Ongoing • Phase V: Continuous Improvement • Ongoing. Service Improvement projects rolled into ISO 20000 continuous improvement plan • ISO 20000 Certification • Completion third quarter 2008 Plan, Do, Check, Act

6. AWIPS and ITIL Lessons Learned 6

7. What to Know Before Launching the Initiative Ask the Right Questions to Get Results Continuous Improvement Improved customer perception of value Does adoption of ITIL mean a change in culture? Can we commit to ITIL as a continuous process? Stable, repeatable processes What services do we provide? ITIL Initiative What are our customer’s objectives and goals? Improved quality Reduced cost What is “good enough”? What will it cost? Improved management of risk from change Where are we? Where do we want to go? How do we know when we arrive?

8. Essential Components For Success Best Practices for ITIL Implementation • Understanding the customer • Deliver value to customers by facilitating outcomes they want to achieve • Form and sustain a partnership with your customer, constituents, or stakeholders • ITIL Initiative must be managed as a project • Right-skilled Project Manager • Project Management Skills • ITIL Knowledge • Project Plan • Budget • Resources • Schedule • Risk and Opportunity Management • Prepare for unexpected developments along the way • Changes in customer requirements, ITIL versions, organizational directions • Unknown unknowns

9. Essential Components For Success Best Practices for ITIL Implementation • Communicate early and often • Visible Management commitment • IT Service Management policy and objectives • Short term goals and progress against goals • How all employee’s tasking contributes to the service delivery goals • Celebrate achievement • Educate entire staff • “ITIL speak” • Service orientation • Use appropriate external courses • Raise awareness of need for continual improvement • Train all personnel in improvement process • Reward improvements Requires a Combination of Best Practices…But You Can Get There

10. AWIPS and ITIL Summary, Questions and Answers 10