Agenda for Today

1. Agenda for Today • TSO Organization Review • TSO Infrastructure Strategy & Design Team • TSO Business Services & Solutions Team • TSO Projects & Initiatives • TSO Metrics

2. IS Infrastructure and Operations Integrated Network Communications Technical Services & Operations Support Services Infrastructure & Operations Telecomm Services Information Security Data Center Management Application & DB Support Disaster Recovery IS Support Services User Services Project Work Network Engineering Server / Storage Management ProductionSupport and Project Delivery Customer Focus Enterprise Strategy Financial Management Process Optimization Business Alignment

3. BUSINESS SERVICES STRATEGY & DESIGN TECHNICAL SERVICES & OPERATIONS (TSO) OPERATIONS FACILITIES

4. Julie Berry Corporate Director Technical Services & Operations (TSO) Linda Fields-Anukem Executive Assistant Brendan O’Neill Corporate Manager 2 John Grieco Corporate Manager 2 Frank Bramante Team Lead 2 Rhuvette Ross Team Lead 1 James Waldman Corporate Manager 1 Technical Services & Operations Facility Management Datacenter Operators Server/Storage Mgt Application Mgt Database Mgt Business Service & Operations Strategy and Design

5. Infrastructure Strategy & Design

6. Infrastructure Strategy Architecture Review Council Infrastructure Strategy and Design Business Services Organization Infrastructure & Operations Roadmap Requirements Scalability Supportability Financial Management Vendor Relationship Project Work Understand Business Strategy Align IT Strategy Evaluate and Review Direction Strategy Support Customer Focus Enterprise Strategy Vendor Management Business Alignment

7. Charter The team is responsible for identifying and positioning new infrastructure technologies and services as a component of the overall architectural strategy to meet business needs

8. Objectives • Define and Document TSO Infrastructure Strategy • Ensure Infrastructure Strategy Meets the Architectural Vision of the Business Strategy • Define Strategic Direction for IT Disaster Recovery • Projects long-range requirements • Hardware, Software and Storage Life Cycle and strategy

9. Initiatives • TSO Operating Systems Support • FCoE Strategy • Service Catalog • Product Life Cycle Management

10. Business Services & Solutions

11. Business Plan – Startup in FY10 • Team Name: Business Services & Solutions • Core Values: Integrity, Transparency, Relationships, Service, Accountability • Mission: To Guide Partners and its Entities towards fulfilling information system’s services and solutions • Vision: Scale this grass roots effort to not only represent TSO, but all of Information Systems. • FY10 Goals: TSO Asset Center Normalization, IT Service Provisioning, Central Infrastructure Demand Management • Slogan: Building Bridges Between Business and Information Technology • Logo: A Bridge or Picture of Hand Reaching out to assist • Departments: Service Management, Project Management, Information Management

12. Information Management Service Management Project Management Business services Departments To Guide Partners HealthCare and Affiliates Towards Fulfilling Their Information System Needs

13. Service Management(Consultation and Decision Path)

14. Business Services & Solutions Rotation • Communication is Job Number 1 • Announcements • Understand Demand versus Supply • Update customers on TSO hours logged in total & entity specific • Project & Support Prioritization • What are you doing in the next 6-12 months? • Progressing into a more strategic conversation rather than always tactical • Vendor Management • Business Services & Solution Collaboration SharePoint • Research (ERIS, RAG, RICS, RPDR) • Entities (MGH, BWH, DFCI, McLean, NSMC, NWH) • Microsoft, Cisco, HP, IBM, EGI, SUN, EMC • Architectural Council • System Programming • Finance (PeopleSoft, Raiser’s Edge, Cindy Vreeland) • TSO Managers • Enterprise Prioritization & Collaboration • More to come

15. Information Management • TSO Finance \Contracts • Allocation Board • Asset Center • Governance (SLA\Metrics) • Capacity Planning • Vendor Management • Business Continuity \ Disaster Recovery

16. TSO Projects & Initiatives

17. PHS Exchange 2010 – WRF # 26501 PM: Hynes Project Hours: Project Status: Cost Savings: Projected Cost Savings $ Actual Savings $

18. PHS Oracle Shared Services– WRF #28062 PM: Jones Project Status: Cost Savings: Projected Cost Savings HW $ 10K per core Total $ 160K Projected Oracle SW Savings (assumptions) Total $ 304K

19. PHS Windows 2000 Server Obsolescence WRF #28784 PM: Jones Project Status:

20. EMC Hardware Refresh & Data Migration Project – WRF 28897 PM: Chris Maccarini Project Status: Cost Savings: Projected Cost Savings $ Actual Savings $

21. Tiered Storage Current

22. Tiered Storage Future

24. PHS Network Attached Storage (NAS) Phase 1 – WRF 27912 PM: Chris Maccarini Project Status: Cost Savings: Projected Cost Savings $ Actual Savings $

26. PHS IS Provisioning– WRF #26758 PM: Chris Maccarini Project Status:

27. TSO New Projects & Initiatives • Citrix Upgrade Xenapp 5.0 • *Switch Upgrade Project • NIM/TSM Backup Server • TSM Server and Storage Capacity Increase • Security Log File Archiving • *HP UX Standard Offering\AD Schema Change • MS SQL Encryption • 3494 Tape Library Decom • *W2k8 DC and AD • *TSM 6.2 Server\Client

28. Strategic Initiatives

29. Central Infrastructure Projects

30. External Projects

31. Internal TSO Projects - PMG

32. Internal TSO Projects & Initiatives – Other Teams

33. Operational Initiatives

34. Metrics Intro • The monthly metrics are taken from a variety of places. The patch compliance numbers are taken from a home grown user interface, capacity numbers are measured from their respectable teams, and the ticketing metrics are taken directly out of service center.

35. TSO by Time Category Pie

36. TSO Hours by Type Trending FY11

37. TSO Timesheet Non Compliance Trending Average of 86 TSO Resources

38. Other TSO Metrics ”TSO Average Weekly Hours CY to Date”

39. PMG Project Numbers By Project Type

40. New App By Site – FY11 Trending (Time Sheet)

41. Service Center Tickets Closed by TSO [Queues <50]

42. Service Center Tickets Closed by TSO[Queues >50] Grand Total: 1079

43. Entity Breakdown of Service Center Tickets Closed Please Note: The Entity is automatically populated in reference to the individual filling out the SC Ticket. Unless the individual reassigns the Institution manually, this will happen.

44. Monthly Server Patch Compliance

45. Trending Cluster Capacity

46. Virtual to Physical Trending • Highlights! • 173 New Servers added in Q4 (Total of 2,328) • 459 New Servers added in the past year • Growth rate in vitalizing servers has slowed • 69 New Virtual Servers added in Q4 • 33.12% of all servers are virtual (up from 32.62% in Q3) • 38.22% of Windows Servers are virtual (up from 36.33% in Q3)

47. Facilities Rack and Power Capacity

48. New Data Center Timeline Update • Q4 FY13 – Q1 FY14 • April 2011-May 2011 Present to Operations Head & Finance Committee • Holyoake (2), Marlborough, Westborough • Working on feasibility analysis, Architectural Design • ITL Presentation in the near future

49. TSM Capacity

50. Ergo Server Orders by Month FY11