1. Shared Technical Infrastructure Bill Willis Deputy State CIO ITAB Meeting 12/2/2005

2. Key Areas of ITS Shared Technical Infrastructure Focus

3. Technology Focused Need to Scale and Accelerate Services Customer Experience Retained via Anecdotes Customer Focused Improved Efficiency and Effectiveness Transparency: Metrics Replace Anecdotes Operational ExcellenceThe Road Ahead As-Is Action Items To-Be • Training • Process Redesign • Development of Metrics, OLAs and SLAs

4. June 2005: First version of Incident, Change & Problem Management First improvements to Service Level Management Benchmarking Study ITIL Foundation Certification Training: 252 ITS staff; 32 staff from 8 additional Agencies ITIL Process Maturity Assessment Process Design Teams Formed Operational ExcellenceProgress To Date

5. Operational ExcellenceNext Steps • Phase One Implementation: Incident, Change, Service Level Mgt, Problem • First Three Process Design Teams Start December 12 (Incident, Change & SLM) • Problem mgt team starts April 3 • Teams will meet weekly • Level of effort: 1.5 days per week, per person, per process

7. Technology Planning GroupPurpose • The Technology Planning Group (TPG) is an ad hoc group which identifies opportunities for improved leverage of technology, infrastructure, and services in a consistent fashion across the state and to set direction and principles for accomplishing the goal. • The TPG is empowered to provide critical stakeholder guidance to the development and implementation of the State’s short and long range strategic IT Plans. • The TPG consists of a representative group of state agencies which will provide advice and consultation to the Office of the State CIO.

8. Strategic Framework * Slide Content from Gartner - Kost Current Agency Time and Energy Target - Mainframes, Servers, Networks Agency Time and Energy • App. Dev., Business Process Re-engineering - Desktop Computing

9. Principles and Standards Technology Framework • Service • Efficient • Outreach • Adaptable • Cost Effective • eGovernment • Collaboration • Communications • Business Continuity • Business Infrastructure Business Linkage • Identity Management • Directory Services • eMail • Calendar • Network Admin • Disaster Recovery • Comm Infrastructure • Payment Svcs • Content Mgmt • Mobility • Business Analytics • Portal Solution Technologies • Platform Strategy • Storage Strategy • Network Strategy • Security Strategy Technical Foundation

10. TPG Structure • Subset of State Agency Representatives (7) • Deputy State Chief Information Officer (DSCIO) • Enterprise Technology Strategies (facilitator) Steering Committee Identify opportunities for improved leverage of technology in a consistent fashion across the State and to set direction and principles for accomplishing it Technology Working Group Technology Working Group Technology Working Group Technology Working Group

11. Technology PlanningSteering Committee Members (CIOs) • Transportation • Health and Human Services • Revenue • Treasury • Environmental and Natural Resources • Justice • Corrections • Information Technology Services Bi-weekly meetings held since June 2005

12. Technology Planning Workgroups Workgroups mission is to advise the Steering Committee with respect to specific technology strategies Steering Committee Goal is to identify opportunities for improved leverage of technology in a consistent fashion across the state and to set direction and principles for accomplishing it Initial Workgroups Chosen by Steering Committee Data warehouse and Business Analytics Mobile Connectivity Managed Desktop Disaster Recovery

13. Technology Planning Workgroup Milestones • Managed desktop workgroup has developed recommendations and presented those to the TPG Steering Committee • Disaster Recovery workgroup has collected data on applications from a subset of the State. Further data will be obtained on the entire state. • Mobile Connectivity workgroup will complete its recommendations in December • Data Ware Housing and Business Analytics workgroup to complete its recommendations in December • Identity Management workgroup is preparing a strategic framework document • Email and Collaboration workgroup is being formed

14. Technology PlanningChallenges Ahead • Wear two hats (State and Agency) • Extend representation to agencies not in work groups • Link technical strategies to service delivery excellence • Help build upon the North Carolina Statewide Technical Architecture • Handle the natural tension brought by change

15. IT ConsolidationMission Statement • Implement improvements in information technology investments by focusing on the consolidation of network, data center, security, desktop and LAN operations and services. • Augment consolidation with appropriate funding and organizational models that will sustain and support the consolidation effort.

16. IT Consolidation Approach • Pilot project with a “phased” approach instead of “big bang” • 5 agencies to be consolidated • Areas of IT consolidation to be considered • Network, Data Center/Server Rooms, Security Operations, Desktop and LAN management • Excludes application and web development and support • Current State/Future State Assessment will result in • Business cases with benefits/costs for each IT consolidation initiative • Funding improvements and changes • Potential for organizational design and realignment • Business process changes, change management and communication will be critical

17. IT Consolidation Program Goals • Strengthen Agency focus on the business • Improved security and critical infrastructure protection • Improved service delivery and availability • Reduced cost with economies of scale • Reduction in risk

18. IT Consolidation Roadmap 2005 2006 4th quarter October 1st quarter January 2nd quarter April 3rd quarter July 4th quarter October Pilot Consolidation – OSBM, DOA, OSP, Governor’s and Lt. Governor’s Office Current State (as-is) Design Future State (to-be) Design Business Case Benefits Costs Implementation Lessons Learned Next Phase Consolidation Planning Review Pilot results and determine next steps

19. Technology Planning Group Operational Excellence with ITIL IT Infrastructure Consolidation Desktop and LAN Services Network Operations Data Center Operations To Summarize… Shared Technology Infrastructure Security Operations IT Service Provider Foundation