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www.vita.virginia. gov expect the best 1 Commonwealth AITR Communications Exchange Lem Stewart CIO of the Commonwealth Commonwealth AITR Meeting October 23, 2006 www.vita.virgin ia.gov expect the best 1

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Commonwealth AITR Communications Exchange

Lem StewartCIO of the Commonwealth

Commonwealth AITR MeetingOctober 23, 2006

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Welcome! Our agendaYour questions

– From last meeting– Service escalation– Federal cost allocation– 2007 legislative initiatives– IT Infrastructure Partnership– Procurement– Standard infrastructure practices

• Open Q&A/discussion– Improving communications

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Your questions

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Questions from September• Parking lot

– Improving communications (Today)– Service escalation process (Today)– Enterprise Applications PPEA (defer to future)

• Individual questions– Pat Wilson, Dept. of Correctional Education,

procurement issue with battery backup– Sanford Hostetter, follow-up on metrics/SLAs

for DMHRMRSAS– All, sharing names of Customer Advisory

Council (now Partnership Advisory Council)

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Service escalation processQuestion• How do I escalate critical service problems

when the normal VITA processes aren’t working?

Answer• Our first priority is to resolve IT

emergencies as quickly as possible• If the normal processes aren’t working,

you can follow an escalation path

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Service escalation process1. Critical incidents should be assigned a ticket

number by the VITA Customer Care Center (804) 786-3932 or 1-866-637-8482

2. Contact your Customer Account Manager (CAM)3. CAM Director Debbie Secor and Service

Management Director Fred Duball4. IT Investment & Enterprise Solutions Director

Jerry Simonoff5. CIO of the Commonwealth Lem Stewart

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Service escalation contactsCAMsMary Davis-Barton(804) 371-0628 office(804) 559-2453 cell(804) 263-1232 [email protected]

Bobby Keener(804) 652-7293 cell(804) 304-1171 [email protected]

Linda Smithson(804) 343-9053 office(804) 614-0639 cell(757) 259-7959 [email protected]

Anne Wingfield(804) 371-5620 office(804) 400-0722 cell(804) 320-2113 [email protected]

Debbie Secor CAM Director(804) 343-9049 office(804) 652-5705 cell(703) 362-2196 home

Fred DuballSMO Director(804) 343-9026 office(804) 283-6479 cell

Jerry Simonoff ITIES Director(804) 343-9001 office(804) 840-9265 cell

Lem StewartCIO of the Commonwealth(804) 343-9002 office(804) 363-9644 cell

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Federal cost allocationQuestion• I hope we can get an update relating to agencies

who receive federal funding and recent communications from HHS to agencies in the Commonwealth.

Question • Does this [letter] mean that we can not charge

the Federal Government the VITA Fee but need to pay it from the general fund?

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VITA’s Services Charges - Background• Internal Service Fund agency

– Budget is the fees VITA collects– Rates are approved by ITIB & JLARC

• Security• Project management• E-911• GIS (pending ISF July 2007)• Direct Bill: charged from its inception in

2003 until July 2006

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VITA’s Service Charge Evolution• Agency Services: From Direct Bill, VITA

began charging in July 2006– Consistent vs. discretionary budgeting

philosophy– Based upon each agencies’ historic IT spending– Transitional step

• Enterprise Shared Services: 2007-2008– Based on service usage– Customers choose service levels– Consistent service levels at consistent costs

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Federal Cost AllocationVITA’s response to HHS• “Considering in your judgment we only appear non-

compliant, that you and your colleagues in the various federal offices hold in abeyance any action on your September 29 letter for 60-90 days. That will give us time to work with you and our agencies on acceptable alternatives or modification. It will also avoid any interruption of federal and state program services since we will be unable to provide such services without revenue to support them.”

• VITA convened a group of 6-8 seasoned agency financial officers to assist in crafting a new solution.

• VITA plans to bring in an experienced and objective third party to help guide the development of a new plan.

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Legislative initiatives

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Legislative initiativesQuestion• I would like to know what issues VITA will pursue

during the next General Assembly.  Are there any Code changes or additions VITA will push?

Answer• VITA has not submitted any legislation through

the executive branch review process. At present, VITA has no plans to present any agency legislation in the 2007 Session.

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IT Infrastructure Partnership

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IT Infrastructure PartnershipQuestion• Can we get an update on the IT partnership?Question• Several months ago at a general meeting

preparing for the NG transition, mention was made of 10 or more technology tower areas that would be involved. Is there an update to the status on this? Can VITA provide a list of milestone dates when centralized services will be initiated?

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Infrastructure Partnership Program (ITP)

Infrastructure Partnership UpdateFred Duball and Joe Fay

Program Directors

October 23, 2006Agency Information Technology Resource Communications Meeting

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Infrastructure Partnership Program (ITP)

The IT Infrastructure Partnership Program is a multi-year, multi-phase effort to stabilize, optimize and transform the people, processes and

technologies for IT infrastructure services that support citizen services

A well-ordered introduction of services to VITA’s customers

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Infrastructure Partnership Program (ITP)

Stabilize• Completed

– Established the Operations Working Group – Built Root Cause Analysis (RCA) process, completed 28 RCAs– Bolstered operations organization with project, communications, and change management

personnel– Held four in-scope manager Q&A calls– Disseminated and implemented 10 standard infrastructure practices– Published Central Operations Quality of Service (QoS) Report– Started collection of customer agency facing metrics– Implemented fixes to correct central operations Yellow and Red metrics

• Planned– 10/16 -11/8 - 10 regional NG new employee training meetings – 10/31 – Complete evaluation of infrastructure against CIS Configuration Standards– 11/15 - In-scope manager off-site – management team alignment– 11/30 – Build process for flowing information on vital service interruptions– 11/30 - Build Emergency Operations IT support plan– 12/15 – Include all customer agency facing metrics in the QoS Report – Early 2007 – Consolidate service support contracts

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Infrastructure Partnership Program (ITP)

Transition Challenges• Move Operations from primarily distributed/agency-focused model to centrally-focused model

– Description

• Effort now primarily performed in agency buildings and focused on agency support

• Eventually move help desk, break/fix, server, network, security monitoring, e-mail to the Commonwealth Enterprise Solutions Center (CESC) and the Southwest Enterprise Solutions Center (SWESC) and focus on enterprise support

– Near-term efforts

• Moved East and West regions to geographic model, Capital region will move in early 2007

• Accelerating interim help desk consolidation

• Accelerating move of customer agencies to interim, existing single e-mail

• Gain better understanding customer satisfaction at the agency level– Description

• Currently getting informal, ad hoc comments

• No overall view of agency satisfaction

– Near-term efforts

• Started collection of agency facing metrics, first report December 2006

• Customer Account Managers (CAMs) providing agency satisfaction assessment

• Customer agency survey planned for early 2007

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Infrastructure Partnership Program (ITP)

Initial, Notional Order for Help Desk and Desktop Transformation

Agency Secretariat Number of Sites

Workstation Count(as of

5/10/06)

Cumulative Workstation

Count

Veterans Services, Department of Public Safety 26 106 106

Museum of Natural History, Virginia NR 1 45 151

Minority Business Enterprise, Department of Admin 4 27 178

Criminal Justice Services, Department of Public Safety 2 194 372

Museum of Fine Arts, Virginia Educ 4 250 622

Correctional Education, Department of Public Safety 58 2971 3593

Corrections, Department of Public Safety 115 6984 10577

Juvenile Justice, Department of Public Safety 142 1509 12086

Game and Inland Fisheries, Dept. of NR 21 656 12742

Charitable Gaming Commission Admin 1 55 12797

Forestry, Department of Ag & For 74 408 13205

Labor & Industry, Department of C & T 13 396 13601

Mental Health, Mental Ret. & Sub. Abuse Svcs., Dept. of HHR 15 4907 18508

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Infrastructure Partnership Program (ITP)

IT Infrastructure Services

Domain Functional Area

September 2006 Post Transform Coverage

ActionPerformance

ActionPrior Coverage

Current Coverage Measures Performance SLAs

End User

Services

Help Desk 36% 36% 5 191/07 - 37%

4/07 - 42%

7/07 - 47%

Addressed Aug ASA and CAR - Reassigned HD staff to peak hours

Red FCR correcting definition

Messaging 18% 21% 2 10 Nominal increase

Desktop 3% 13% 3 141/07 - 18%

4/07 - 28%

7/07 - 38%

Data Center

Services

Server 6% 6% 2 21 1/07 - 70%

Mainframe 100% 100% 2 13

Network Services

Data 90% 90% 1 25

Voice 0% 0% 0 19 VOIP coverage and Verizon metrics

Security Services Security 60% 100% 1 9 Initial reporting of

security incidents

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Infrastructure Partnership Program (ITP)

Central Operations MeasuresService Domain Measure MOU-SLO J F M A M J J A S

End User Services

Average Speed to Answer <30 sec  17 15 13 15   27 32 29 33 22

Call Abandon Rate < 5% 6.08%  4.92% 4.53% 5.63%   9.16%   5.41%   6.3%   6.1% 2.1%

Email Response <60 mins 17 16  14 15 15 15 16

Voicemail Response <30 mins 17 16  14 15 15 15 16

First Call Resolution* >70% 12%  14% 14% 18%  23% 21% 20% 20% 21%

VITA Messaging System Availability >99.0% 99.99% 99.79% 99.88% 99.79%  100% 99.97% 99.98% 99.99% 100%

Shared Messaging System Availability >99.0% 100%  99.98% 99.89% 99.79% 99.99%  99.80% 100% 100% 99.9%

Data Center

Services

IBM Mainframe Availability >99.9% 100% 100% 100% 100%  99.98%  99.95%  100%  99.98% 100%

Unisys Mainframe Availability >99.9% 99.95%

  100%  100% 100%  100% 100% 100% 100% 99.9%

UNIX Server Availability >99% 99.61%  99.69% 99.64% 99.84%  99.95%  99.87%  99.82%  99.82%  99.9%

Windows Server Availability >99% 99.79%

  99.56% 99.64% 99.84%  99.93%  99.88%  99.83%  99.96%  99.3%

Network Circuits Availability* 99.2% 99.2% 99.5% 99.2% 99.3%  99.5% 99.40%  99.2%  99.5%  n/a

* Current measure assumes all initial calls can be resolved immediately; beginning Oct 06 and per industry standard, basis will consider resolvable versus all calls

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Infrastructure Partnership Program (ITP)

Baseline Agency Measures (Sep 06)

Service Domain

Functional Area Measure MOU-

SLO DEQ SBE DSS VDH DMHMRSAS DGIF DOE

End UserServices

Help Desk

Average Speed to Answer 100%            

Call Abandonment Rate 5%              

Email Response rate 100%        

Voicemail response rate 100%            

First Call Resolution 70% 44.8% 42.2% 85.2%    

Average time on-hold 100%              

Help Desk Password resets 90% 18.0% 100%  

Service via incident ticket 78% 84.0% 95.2%  62.8% 100%  100%  100% 58.3%

Service via service request 80% 78.8% 91.4%  100% 88.2%   42.9%

Incident Repair 80% 85.7% 100%  78.8% 99.7%   87.5%

Messaging Messaging Service Availability 99% 100% 100% 100% 100% 100% 99.9% 100%

Data Center

ServicesServer

Windows Mission Critical servers 99% 100% 100% 99.0% 100%

RISC/Unix Mission Critical servers 99% 100% 100% 100%  99.0% 100% 100%

Windows other server 90% 100% 100% 100% 99.0% 100% 100%

RISC/Unix other servers 90% 100% 100%  100% 99.0% 100%   

QA/Test Systems and Servers 90% 100% 100%  100% 97.0% 100%   100%

Development Servers 90% 100% 100%  100% 95.0% 100% 99.9% 100%

Network Services

Voice Voice 99.6% 100% 100% 100%  100% 100%  

DataVideo 99.8%   100%  100%  

Internet Access 99.8% 99.5% 100% 100%  100% 100%  

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Infrastructure Partnership Program (ITP)

Incidents Distribution of Incident

Severity for July - Sept 2006

Low, 20%

Medium, 63%

High, 16%

Critical, 1%

• Since service commencement:– 8,674 total incidents, 74 critical

– 28 RCAs prepared and corrective action identified

• Significant incidents for period:– 7/6, 12 Hours, VDOT: Poorly written script caused

all employees to not be able to access applications

– 7/9, 7 Hours, VDOT: Improper Raid Array configuration caused VDOT website to go down when a drive failed

– 7/23, 32 Hours, VEC: Improper server restart after maintenance caused the VEC website to go down

– 7/25, 6 Hours, VDEM: Antivirus software upgrade caused external e-mails to not be passed to VDEM

– 8/8, DSS, DMV, VRS: A file storage parameter was improperly changed in Jan 06 causing permanent file deletion after 180 days

– 9/2, 80 Hours, DGIF: Verizon circuit failure caused DGIF website to be unavailable to the public

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Infrastructure Partnership Program (ITP)

End User Services Transition• 40+ separate

help desks• 20 incident

management systems

• Limited call metrics

• Desk side agency support centric

• Multiple manufactures and support models

• 40+ email systems

• 40+ Global Address Lists

• Unsecured Messaging

• Enterprise help desk

• Single Incident management system

• Established call metrics

• Regionalized management services

• Standard systems, centralized software delivery, remote support

• Centralized messaging system

• Single Global address list

• Secure Messaging

End User Services Transition

2006 2007 2008 2009

Incident Mgmt. Web

Accessible (8/1/06)

Knowledge Mgt. System Operational

10/1/06

Desktop & asset mgmt

system operational

(1/1/07)

Begin Desktop Refresh (3/1/07)

Incident Mgmt System

/ SPOC Help Desk (SWESC)

(7/1/08)

Notes:• SWESC – Southwest Enterprise Solutions Center, Russell County• SPOC – Single Point of Contact Help Desk solution

Single Statewide Address

List (4/1/07)

Complete Desktop Refresh

50% (3/1/08)

Complete Desktop Refresh

90% (3/1/09)

Enterprise messaging

90% complete (6/1/09)

DNS / WINS Infrastructure

(8/1/07)

SWESC Staffed

and trained(1/1/08)

As Is To Be

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Infrastructure Partnership Program (ITP)

End User Services Status and Progress

Quarter Milestone Due Status

Q3 2006

Incident Management Web Accessible

8/1 Complete

Altiris backend system pre-configured

9/30 Complete

Q4 2006

Knowledge Management System Operational

10/1 Delivered – Preparing for Post Live Testing

Desktop & Laptop Selection

11/1 On Schedule

Desktop Core Image Design Complete

11/30 On Schedule

Q1 2007Desktop & asset mgmt system operational

1/1 On Schedule

Begin Desktop Rollout 3/3 On Schedule

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Infrastructure Partnership Program (ITP)

Data Center Services Transition

Notes:• CESC – Commonwealth Enterprise Solutions Center, Chesterfield County• SWESC – Southwest Enterprise Solutions Center, Russell County• RPB – Richmond Plaza Building Data Center

• 3000+ servers 75% distributed throughout agencies

• 3 mainframes located at RPB and VDACs

• Minimal performance monitoring

• Disaster recovery within 72 Hours

• No standard server tools or processes

• Multiple point storage solutions

• Remote high volume print operations

• Manual operations and tape management

• Consolidated storage servers and tape

• 75% centralized versus agency based server location

• Enterprise monitoring performance data

• 24 Hour disaster recovery

• Centralized operations and printing

• Automated tape processing and operations

Data Center Services Transition

2006 2007 2008 2009

Infrastructure Ops Center -

Interim (11/1/06)

RPB Server consolidation

in-place(4/1/07)

CESC Ready for

Occupancy (7/1/07)

Server consolidation 25% complete

(11/1/07)

SWESC Ready

For Occupancy(11/1/07)

Tape Automation Complete (3/1/08) Server

consolidation90% complete

(6/1/09)

Mainframe Print Consolidated

(6/1/08)Mainframe /

server workload migration from RPB to CESC

(1/1/08)

Server consolidation 65% complete

(8/1/08)

As Is To Be

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Infrastructure Partnership Program (ITP)

Data Center Services Status and Progress

Quarter Milestone Due Status

Q3 2006

HP Open View Lab Hardware

9/15 Complete

Complete Data Center Precast Walls

9/30 Complete

Q4 2006

SWESC Groundbreaking 10/27 On Schedule

Begin Mainframe Print Consolidation Project

10/30 On Schedule

Infrastructure Ops Center (Interim)

11/1 On Schedule

Q1 2007

Begin RPB Server Consolidation in Place

1/15 On Schedule

RPB Server consolidation in-place complete

4/1 On Schedule

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Infrastructure Partnership Program (ITP)

Network Services Transition

Notes:• NOC – Network Operations Center

• Agency Centric Approach to Network Design, Management Operations

• Network Solution Not Scalable

• Varying Levels of Network Technology

• Multiple Connections (85+) to the Internet

• IP Address Duplication Across Agencies

• Frame Relay / ATM Network

• Enterprise-Managed Single Multi-Service Network

• Centralized Network Operations Center

• Reliable, Scalable and Secure Network Infrastructure

• Converged Communications (e.g., VoIP, QoS, MPLS / VPN)

• Increased Performance and SLAs

• Consolidated Internet Connections and WAN Links

Network Services Transition

2006 2007 2008 2009

Temporary NOC

(11/1/06)

Architecture Blueprint and

Network Addressing

Plan2/1/07

Enterprise NOC

(11/107)

Connectivity to SWESC (11/1/07)

60% LANMigration(7/1/08)

Connectivity to CESC (7/1/07)

75% LANMigration (10/1/09)

Complete LAN

Migration (1/1/09)

MPLS CoreEstablished

(9/1/07)

45% LANMigration(4/1/08)

As Is To Be

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Infrastructure Partnership Program (ITP)

Network Services Status and ProgressQuarter Milestone Due Status

Q3 2006

Complete Temporary NOC Requirements

9/15 Complete

Draft Network Deployment Order Plan

9/30 Complete

Q4 2006

System Requirements 10/20 On Schedule

Deploy Temporary NOC 11/1 On Schedule

Initial MPLS Network High Level Design

12/1 On Schedule

Q1 2007

Architecture Blueprint & Network Addressing Plan

2/1 On Schedule

MPLS Detailed Design 3/1 On Schedule

Richmond MAN Detailed Design

3/31 On Schedule

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Infrastructure Partnership Program (ITP)

Security Services Transition

Notes:• CSIRC – Computer Security Incident Response Center• ESOC – Enterprise Security Operations Center

• 85 or More Internet Entrances to Defend to Varying Degrees, 40+ intrusion detection systems

• Various Levels of Security Monitoring

• Various Levels of Security incident Response

• No Enterprise Wide View of IT Security Status

• No Central Management of Enterprise Security Environment

• Two Internet Gateways, Strongly Defended

• 24x7 Enterprise Security Posture

• Centralized Highly Trained Incident Response Team

• Enterprise Security Dashboard Governance, Operational Control

• Centralized Management, Standardized Enterprise Security Protection

Security Services Transition

2006 2007 2008 2009

Interim Security Incident Tracking and Management

System(10/1/06)

CSIRC complete(3/1/08)

Enterprise Vulnerability Assessment

Program Operational (3/1/08)

ESOC transitional (11/1/07)

ESOC complete (6/1/08)

Certification & Accreditation

Planning Document(9/30/06)

Transitional ESOC Design

Complete(1/15/07)

ESOC System Detailed Design

Complete(6/1/07)

CSIRC System Detailed Design

Complete(5/15/07)

As Is To Be

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Infrastructure Partnership Program (ITP)

Security Services Status and ProgressQuarter Milestone Due Status

Q3 2006

Begin ISG Design 9/1 Complete

Security Certification/ Accreditation Planning Document

9/30 Complete

Q4 2006

Operational Interim Security Incident Tracking System

10/1 Delivered for Acceptance

Internet Secure Gateway High Level Design Complete

11/01 On Schedule

Transitional ESOC Design 12/15 On Schedule

Q1 2007

Internet Secure Gateway Detailed Design Complete

1/15 On Schedule

Acquire/Receive Transitional ESOC Equipment

2/28 On Schedule

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Infrastructure Partnership Program (ITP)

IV&V• CACI concluded its initial review and delivered its formal report 8/31 –

assessed ITP as maturity level 2 (Repeatable)

• ITP could be expected to achieve level 3 (Defined) in next 8-12 months

• 180 positive findings, 138 minor negative

• ITP action plan to sustain positive findings and address minor negative findings:

– Evolve senior management teams, committees and forums with respective charters and prioritized processes

– Document and communicate those prioritized processes

– Establish consistent work methods producing artifacts and evidence of the processes and their outputs

• First follow-up review by CACI scheduled Nov 27 – Dec 14

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Procurement

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ProcurementQuestion• Could you spend a little more time on what plans VITA has

to improve the current procurement process?

Question• It appears that the new VITA processing is adding 3 to 6

weeks to expected delivery times; this is not very convenient but is probably adequate for many situations. There will be some situations though when we need goods and services much quicker than that - will there be an emergency process through VITA to get goods & services when we need them in a pinch or can we get waivers to procure and be reimbursed by VITA ?

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ProcurementQuestion• The IT goods and services commodity code listing

provides a good start to determine items as in-scope, or out-of-scope. However, there are still questions for special situations, certain items not listed, or listing discrepancies, or a new category now identified when things may be in-scope for VITA but out of scope for Northrop Grumman. There continues to be a level of confusion at the agency level and perhaps also at VITA and NG. Can you provide guidance on how these items can be categorized?

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IT Partnership Procurement Update

Background• Since service commencement, there’s a combined NG and eVA

procurement process

• There are new standards based on transformation

• There are three pathways for obtaining items/services: Procurement, requests for special services and TSR

• There has been a backlog buildup

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IT Partnership Procurement Update

Why are Purchase Requests Taking So Long to Process?

• NG process added to eVA process – the process is more complex

• Lack of standard IT items and services across the environment

• Until recently, lack of clarity around definition of standards

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IT Partnership Procurement Update

What is Being Done to Speed Up the Process?• Senior members of VITA’s and Northrop Grumman’s technical

team conduct weekly “Burn Down” sessions.

• If a PR does not contain all of the required information, rather than deny it and make the user start over, it will be turned over to VITA APM (Agency Performance Manager), who will work with you to capture the necessary information.

• Standards are being developed that will assist in speeding up the review process by reducing requests for non-standard items.

• Additional clarity is being sought around in-/out-of- scope services

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IT Partnership Procurement Update

What Have We Accomplished?• One-time mass approval of PRs to reduce the backlog

• “Burn Down” sessions to address non-standard requests

• Documented the Technical Review process to ensure understanding of responsibilities

• Modified criteria for denial of PRs and enlisted the aid of APMs to obtain missing information

• Have established transformation standards for some of the towers. Should have all of the standards defined by the end of November.

• Developed initial communication for eVA buyers and AITRs

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IT Partnership Procurement Update

What Problems Are We Still Encountering?• Lack of understanding of what information must be included on the PR

– Business justification around …

• Agency need

• NG-VITA contractual obligation

• Determination of timing related to transformation

– Current vendor and or contract number if PR is for a renewal

– New workstations – what is the current agency standard in addition to what features are required

• Overall lack of understanding of the transformation strategy and how that impacts the procurement of goods and services today

• SLDs/APMs need more information to assist the agency personnel and to coordinate the solutioning process prior to submission of the PR

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IT Partnership Procurement Update

What if there’s a Need for an Emergency Procurement?

• Contact your SLD

• SLD will contact their RSDs to see if other options are available

• RSDs will contact NG Procurement for next steps

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IT Partnership Procurement Update

What Can You Do To Help?• As they are released, become familiar with the transformation

strategy and schedule, and plan purchases accordingly

• As they are released, become familiar with the transformation standards and work with your agency to plan your procurements around these standards

• Realize purchases that don’t correspond to the transformation strategy may not have positive return on investment

• Provide detailed business requirements versus requests for specific manufacturer equipment

• Provide detailed justification of the business requirements

• Be open to the technical solution we provide

• Be patient with requests for non-standard items/services

• Provide continuous feedback

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IT Partnership Procurement Update

What’s Next?• Joint VITA - Northrop Grumman weekly review of outstanding

Purchase Requests • Establish a steering committee to provide direction and monitor

progress• Implement revised process that will expedite the technical review

process• Communicate to the SLDs and the agency the eVA PR criteria and

the transformation standards • Communicate Transformation Plan and Schedule to Agency

personnel • Implement reporting metrics and track trends • Report progress to VITA and Northrop Grumman management

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IT Partnership Procurement Update

In-Scope Out-of-Scope Questions• Cable plant issues (in state building / non-state building)

– In-Scope = outside the wall

– Out-of-Scope = inside the wall

• MS Office products – software. Will VITA cover the cost of licenses? Are there in-scope / out-of-scope components

– In-Scope

• Agency specific application software. Are there in-scope / out-of-scope components?

– In-Scope = DBMS (Oracle, Sequel Server)

– Out-of-Scope = everything else

• Video Teleconferencing Equipment– Out-of-Scope

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IT Partnership Procurement Update

In-Scope Out-of-Scope Questions• Closed Circuit TV’s

– Out-of-Scope

• Voice Over IP (VoIP) telephony– In-Scope

• Units utilizing adaptive technology. Are there in-scope / out-of-scope components?

• Units supporting for profit business activities, are there in-scope / out-of-scope components?

• Units supporting general public customer (not agency staff) direct use, with / or without agency specific software. Are there in-scope / out-of-scope components?

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Standard infrastructure practices

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Standard infrastructure practicesQuestion• VITA recently communicated some

standard infrastructure practices to technical staff. What are they and what’s changing?

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Standard infrastructure practices• Purpose: Ensure basic infrastructure practices are

being followed enterprise wide

• Detailed description of Practices sent out to the field through Management Chain - Sept 21

• Compliance Tracking sheet will be sent back up through Management Chain – Tracking sheet consists of checkboxes for compliance, working on compliance, exceptions.

• Response due Oct 27• Have allowed exceptions, will address those exceptions to

determine if we can assist agencies reach compliance.

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Standard infrastructure practices1. Production server backup daily2. Rotate backup tapes 3. Change user passwords every 90 days 4. Admin passwords restrictions5. Load OS patches monthly or as directed6. Distribute virus patches daily7. Test 2 server restores yearly 8. Default passwords removed from network

monitoring accounts9. Document RAID configuration 10. Firewall on laptop - recommended

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Questions & Answers

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Moderated Q&A• To make the session productive

– Ask questions that apply to multiple agencies– Please talk to your CAM with agency-specific

questions– New issues may go to “parking lot” for future

meetings• We welcome your questions

– Call us or send your questions to us after the meeting

What’s on your mind?

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Parking Lot• Technical architecture• Request for Special Services (RFSS)

– Decommissioning services– Impact to monthly service rates

• IT investment management update• List of infrastructure standards• Maintenance contract renewals

– Proactive reminders to agencies prior to expiration

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What we have in place today:• Customer Advisory Committee – ITIB• AITR Communications meetings – CIO• Cabinet Technology Team meetings• Cabinet meetings• Agency Head meetings• Partnership Advisory Council (formerly CAC)• Information Security Officer meetings• UVA Survey

Feedback from all used to develop Action Plans54

Improving communications discussion

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ConclusionNext meeting:

November 21, 20068:30 a.m. Networking

9 – 11 MeetingLocation TBD

Send your questions, comments, suggestions to:[email protected]