Collin County’s Doing More with Less

How Collin County’s ITIL Framework

has worked to do more with less.
 Agenda
• Background
– TAGITM 6/8/2008 – ITIL Presentation
– Where we were
• The Process
– Focus on individual areas defining the process
• The Results
– Customer Satisfaction
– Agility within IT
The Traditional
Organization
 IT Delivery & Support Model
Service Level IT Service Delivery & Planning
Service Delivery

Management Financial
Management Availability
Budgeting Accounting Charging
Management
Service Level
Management
IT Service
Capacity
Management Continuity
Management

Incident & Problem Lifecycle Infrastructure Change Management

Service Support

Management
Change Management

Incident Problem
Management Management
Configuration Release
Management Management

Front Office Back Office

 Support Process Model
Difficulties, Queries, etc.
Systems
Management
Service Desk
Function
Updates, Workaround, etc.
The Business,
Tools Customers,
Changes Or Users
Customer
Incidents Survey
Reports
Releases

Incident Problem Change Release Configuration

Management Management Management Management Management

Service Reports Problem Stats Change Schedule Release Schedule CMDB Reports
Incidents Stats Trend Analysis CAB Minutes Release Stats CMDM Stats
Audit Reports Problem Reports Change Stats Release Reviews Policy Standards
Problem Reviews Change Reviews Secure Library Input Assessments
Known Errors Audit Reports Audit Reports Audit Reports
Audit Reports

ITSM Process Meta-Data Model

 Delivery Process Model Systems
Management
The Business, Tools

Customers,
Or Users Alerts
&
Exceptions
Requirements
Targets
Achievements

Service Financial Availability Capacity IT Service

Level Management Management Management Continuity
Management Management

SLA, SLRs, OLAs Financial Plan Availability Plan Capacity Plan Continuity Plan
Service Reports Types & Models AMDB CDB Risk Analysis
Service Catalog Cost & Charges Design Criteria Targets/Thresholds Control Centers
SIP Reports Targets/Thresholds Capacity Reports DR Contracts
Exception Reports Budget & Forecasts Reports Schedules Reports
Audit Reports Audit Reports Audit Reports Audit Reports Audit Reports

ITSM Process Meta-Data Model

 Level ITIL’s Maturity
ITIL’s Maturity Model Characterization
Model -

Process has strategic objectives that are institutionalized,

5 self-contained improvements creating a pre-emptive
Optimized capability.

Process fully accepted in IT, with targets based on business

4 goals. Proactive and integrated with other IT service
Managed management processes

Documented process with process owner, but no formal

3 recognition of its role in IT.
Defined Clearly defined and occasionally proactive

2 Process activities are uncoordinated, without direction,

focused on process effectiveness.
Repeatable
Defined processes and procedures, largely reactive

Little process management activity.

1 Loosely defined processes and procedures, totally reactive,
Initial irregular unplanned activities

Source: ITIL: Planning to Implement Service Management (2002, p.187-190)

 Collin County ITIL / ISO
Service Delivery Service Support

Transform Plan Build Run

•Enterprise Architecture •Project Management •Application •Service Desk

Services •Level 1 and 2
•IT Strategy and Planning and Delivery Development and
•IT Quality Assurance •Change Management Maintenance Infrastructure
•Application and Data •IT Budget and Metrics •Problem Service Support
Architecture Standards •Demand Management Management •Network Support
•Application Portfolio •Database •Server Support
Management (CAP) Administration •Desktop and Printer
•R&D Research
•Data Warehouse Support
•Business Continuity and
Disaster Recovery
•System Testing and •Mid-Range
•Audit Liaison Support Operations
•Enterprise Security •Internet / Intranet •Data Center
Office Operations
 Process - Progress
• 2008
– Day to Day Operations – Service Support
– Transform Team – Focus on where we’re heading
• 2009
– Infrastructure – Building the foundation
– PMO Office Begins
• 2010
– Enhance PMO with Business Analysis
– Focus on Build / Applications Teams
09 Audit Measurements
 09 Audit Results
What is your primary area of responsibility? 29 Sept 09

Other
Administrative
Activities, 10.3%
Help Desk /
Support, 24.1%
Other Non-
Administrative IT
Functions, 13.8%

Project
Management /
Business Analysis,
10.3%

Security
Administration,
0.0% Applications
Development,
24.1%
Data Center
Operations, 6.9% Database
Network
Administration,
Management /
3.4%
Administration,
6.9%
 09 Audit Results
What percentage of your time do you spend on following types of
activities? 29 Sept 09

80

60

40

20

0
Unplanned, unscheduled (urgent)
activities (e.g., troubleshooting, service
desk calls, investigating incident tickets,
unplanned maintenance)
Planned, scheduled activities (e.g., server
or software upgrades, new system
implementations, planned maintenance,
network monitoring, disk management,
capacity planning)
ON TARGET

Executive Summary
Organizational Change – Plan and Project teams moved to
perspective areas – Complete October 1, 2010

Initiate the Business Analyst Role – Began training in

October 2010 – Customer Advocates ramped up business
meetings.
Matrix Management for PFPs – October 1, 2010 project
managers wrote PFP objectives, matrix management
extended past the EAS team into Security and PMO
Refocus on Project Management Office – October 1, 2010
simplified PMO, completed additional awareness meetings
and enforced PMO process for projects.

Plan alignment of goals to projects – October 2010 goals

align with business goals at that time.

Clearly define ITIL Processes – This was part of the PFP’s

this year and divided among the management team to
complete.
Application / Development Roadmap – in progress
 2010 Audit Results
What is your primary area of responsibility? 20 July 2010

Other Administrative Help Desk /

Activities, 8.3% Support, 5.6%

Applications
Development,
Other Non- 27.8%
Administrative IT
Functions, 27.8%

Database
Administration,
0.0%

Network
Management /
Administration,
Project 5.6%
Management / Security
Business Analysis, Administration, Data Center
16.7% 2.8% Operations, 5.6%
2010 Audit Results
 2010 Audit Results
What percentage of your time do you spend on following types of activities?
20 July 2010

80

60

40

20

0
Unplanned, unscheduled (urgent)
activities (e.g., troubleshooting, service
desk calls, investigating incident tickets,
unplanned maintenance)
Planned, scheduled activities (e.g., server
or software upgrades, new system
implementations, planned maintenance,
network monitoring, disk management,
capacity planning)
Collin County Infrastructure
The Old and New Designs
 Collin County
Infrastructure
The way it used to work showing a real rack
diagram in the Collin County data center
Collin County Virtual
Infrastructure
How it works today with
virtualization
 Results
The IBM Beacon award information is on the IBM website now.  (
http://www-01.ibm.com/software/success/cssdb.nsf/cs/DLAS-8CJMM3?OpenDocume
nt&Site=corp&cty=en_us
 )
 

The award page is

https://www-304.ibm.com/partnerworld/wps/servlet/ContentHandler/2010_beacon_
winners_technical.html
  where our solution (submitted by Sirius) won in the Technical Excellence Category
beating Runners up Virtech Solutions (Jordan) and Sogeti (France) as the best “Overall
Technical” solution in the world! 
 
Not just Collin county, or Texas, or USA, but beat out all solutions from all countries in
the world for technical excellence.
Collin County’s Virtual Infrastructure
and DMZ Environment

How Collin County’s Virtual

Environment Works Together