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IM-LLNL-PRES-413328 AJWoolverton
IT Support Centralization Lowers Costs and Improves
Service
IM-LLNL-PRES-413328 AJWoolverton
LLNL Org Chart
IM-LLNL-PRES-413328 AJWoolverton
Technicians Pre-Restructure
Safety & Environmental
Protection
LaboratoryServices
Administration & Human Resources
ERD2.5/120
BSD1/320
ICS2/108
PE2.6/205
PROC2.6/124
HR3/250
TID2/130
IM-LLNL-PRES-413328 AJWoolverton
Technicians Post-Restructure
Operations and Business Principal Associate Director
Frank Russo
Project Management/ Project Controls
Staff RelationsInstitutional
FacilitiesPlanning & Mgmt
LLNS/LANS Integration
ISMS Re-Verification
Strategic Human Capital Management
Business Facilities & Infrastructure
Nuclear Operations
O&B Computer Support Unit
IM-LLNL-PRES-413328 AJWoolverton
Advantages of Using a
Functionally Aligned Structure
* Team alignment provides PD-wide standardization
* Teams support the SLA, rather than the customer drives the teams.
* Developing economies of scale is easy.
* Customers manage the service level to a single point of contact
* Service load management and resource leveling becomes a reality
* Surge capacity response becomes a reality
* PD-wide collaboration increases
* Teams still provide programmatic support
IM-LLNL-PRES-413328 AJWoolverton
Growing Pains
IM-LLNL-PRES-413328 AJWoolverton
What a Roller Coaster Ride!
IM-LLNL-PRES-413328 AJWoolverton
SLA Response Times
Urgent High Medium (default) Low
Target Response Time
5 minutes to 1 business hour.
Between 1 and 4 business hours.
Between 1 and 8 business hours.
Between 8 business hours and 48 hours.
Target Resolution Time
5 minutes to 2 business hours
Between 1 and 8 business hours
Between 1 and 5 business days
Between 1 and 15 business days
Target Customer Notification Times
Every 60 minutes or as agreed upon with the Customer(s)
Daily or as agreed upon with the Customer(s)
Upon request Upon request
Escalation Times
1 hour 4 hours 4 business days 12 business days
IM-LLNL-PRES-413328 AJWoolverton
Coming Together
IM-LLNL-PRES-413328 AJWoolverton
Operation and Business Computer Support Unit
Service Desk-Based Support
User encounters a
problem
GOAL: Tier 1 handles 45%-60% on first call
Institutional 4Help gets
request
Can be answered here (Tier 1) or pass to PD staff to handle (Tier 2)
??
Tier 2 handles those which require
hands-on assistance
Remedy Web Page
4-4357
(4-HELP)
4Help Analyst
Rem
ed
y
Tier 3 handles issues unresolved
from tier 2 or related to service
issue.
• Hardware repair• Advanced
troubleshooting• OS Upgrades• Special domain
knowledge• Unix/Linux support
• General questions• Troubleshooting• Software installations• Application support
IM-LLNL-PRES-413328 AJWoolverton
LANDesk Solutions
• Centralized Configuration Management• Security Patch Management• Published Software Catalog• Remote Management• Certification and Accreditation
IM-LLNL-PRES-413328 AJWoolverton
Enterprise Network Solutions
IM-LLNL-PRES-413328 AJWoolverton
Server Consolidation
160 Servers in the environment Well over half not under warranty/hw-
support 47 moved to data-center so far, 30 more
planned 12 virtualized so far, 20-40 more planned 45 desktop “service” servers to be
consolidated 6 file and print servers consolidated so
far 19 file servers to be consolidated 15 backup servers to be consolidated 5 FileMaker servers to be consolidated
IM-LLNL-PRES-413328 AJWoolverton
Cyber Security
• Single POC for Information System Security Officer (ISSO)
• Single Organizational Information System Security Officer (OISSO)
IM-LLNL-PRES-413328 AJWoolverton
Life Cycle Management
• Lease to Own Agreement
• 3 Year Life Cycle
• Retires Multiple Systems
• Reduces Total Number Supported
• Eliminate Apples Wherever Possible
• Creates Homogeneous Environment
• Supports Configuration Standard
• Supports Software Automation
IM-LLNL-PRES-413328 AJWoolverton
Deployment
1/2/2009 2/2/2009 3/2/2009 4/2/2009 5/2/2009 6/2/2009 7/2/20090
50
100
150
200
250
300
350
400
LTO Deployment TrackingGoal: Inventory < 100 Systems
Received Est. Received DeployedEst. Deployed Inventory Est. Inventory
Num
ber
of
Syste
ms
IM-LLNL-PRES-413328 AJWoolverton
Six Sigma
IM-LLNL-PRES-413328 AJWoolverton
Operations Improves
60%
70%
80%
90%
100%
Customer SatifactionGoal >= 80%
Service Timely? Staff Knowledgeable?
Satified with Resolution? Satified with Quality?
IM-LLNL-PRES-413328 AJWoolverton
Tier 2 Metrics
50%
60%
70%
80%
90%
100%
Resolution Rate Ops PAD Tier 2(Goal >= 99%)
IM-LLNL-PRES-413328 AJWoolverton
Queue Length
12/3
0/18
99
5/2/
1903
9/2/
1906
1/2/
1910
5/2/
1913
9/2/
1916
1/2/
1920
5/2/
1923
9/2/
1926
1/2/
1930
5/2/
1933
9/2/
1936
1/2/
1940
5/2/
1943
9/2/
1946
1/2/
1950
5/2/
1953
9/2/
1956
1/2/
1960
5/2/
1963
9/2/
1966
1/2/
1970
5/2/
1973
9/2/
1976
1/2/
1980
5/2/
1983
9/2/
1986
1/2/
1990
5/2/
1993
9/2/
1996
1/2/
2000
5/2/
2003
9/2/
20060
50
100
150
200
250
300
350
400
UrgentHighMedLow
Dates
Op
en T
icke
t C
ou
nt
IM-LLNL-PRES-413328 AJWoolverton
LANDesk Metrics
80%
85%
90%
95%
100%
Dec-08 Jan-09 Feb-09 Mar-09 Apr-09 May-09 Jun-09 Jul-09 Aug--09
% of Systems Current for MS PatchesGoal >= 95% for Combined
High Efficiency Low Efficiency Combined Goal
IM-LLNL-PRES-413328 AJWoolverton
Service Desk Improves
40%45%50%55%60%65%70%75%
% of Tickets Resolved at Tier 1 for OPSGoal >= 70%
IM-LLNL-PRES-413328 AJWoolverton
Team Work
IM-LLNL-PRES-413328 AJWoolverton
Ongoing Improvements
• Career Growth and Development for Technicians
• Time for the ’Personal Touch’ and ‘Going the Extra Mile’ for the Customer
IM-LLNL-PRES-413328 AJWoolverton
Achievement!
• Cost Savings
• Efficiency Improvements
• Challenges for the Future