ITS IT Consolidation Program Phase II Status Update September 2008

ITS

IT Consolidation ProgramPhase II Status Update

September 2008

IT Consolidation Program – Phase II Update | September 20082

Objectives of the IT Consolidation Program

Strengthen agency focus on their core mission

Improve security, service delivery and availability

Upgrade IT infrastructure to meet minimum standards

Reduce enterprise-wide infrastructure cost with economies of scale

Reduce risk of failure for critical operations

Overall business case for Phase II agencies developed based on a five year plan for operational support and funding.

Individual agency cash flows developed reflecting before and after IT infrastructure consolidation costs.


Key Goal of Consolidation - Shared Services Model

Redundancy

Costly

Lack of Standardization

Business Focus

Responsive

Partners

Pooled Experience

Lean

Flat

Best Practice

Independent of Business

Common Support

Economies of Scale

Critical Mass of Skills

Unresponsive

No accountability

Inflexible toUnique

Requirements

RemoteFrom Users

Decentralized CentralizedShared Services


Five IT Infrastructure Areas included

Network – Connects everybody together

Data Center (Servers) – business applications, Web presence, file storage, recoverability

Security – Protect technology and data

Service Desk – single point of contact for problems or requests for ITS Services Desktop – helps customers with

hardware and common software


Agencies in IT Consolidation Phase II

North Carolina Industrial Commission (NCIC)

Office of Administrative Hearings (OAH)

Department of Cultural Resources (DCR)

Department of Juvenile Justice and Delinquency Prevention (DJJDP)

Alcoholic Beverage Control Commission (ABC)

Commission of Banks (COB)

Department of Commerce

Office of State Controller (OSC)


Alexander

Alleghany

Anson

Ashe

Avery

Beaufort

Bertie

Bladen

Brunswick

Buncombe

Burke

Cabarrus

Caldwell

Camden

Carteret

Caswell

CatawbaChatham

Cherokee

Chowan

Clay

Cleveland

Columbus

Craven

Cumberland

Currituck

Dare

Davidson

Davie

Duplin

Edgecombe

ForsythFranklin

Gaston

Gates

Graham

Greene

Halifax

Harnett

Haywood

Henderson

Hertford

Hoke

Hyde

Iredell

Jackson

Johnston

Jones

Lee

Lenoir

Lincoln

McDowell

Macon

MadisonMartin

Mecklenburg

Mitchell

Mont-gomery Moore

Nash

New Hanover

Northampton

Onslow

Orange

Pamlico

Pasquotank

Pender

Perquimans

Person

Pitt

Polk

Randolph

Richmond

Robeson

Rockingham

Rowan

Rutherford

Sampson

Scotland

Stanly

StokesSurry

Swain

Transylvania

Tyrrell

Union

Vance

Wake

Warren

Washington

Watauga

Wayne

Wilkes

Wilson

Yadkin

Yancey

Phase II Locations

Granville

DurhamAlamanceGuilford

Locations

OSC = 4

Commerce = 46

DCR = 63

DJJDP = 126

Ind. Comm. = 2

Total = 241

Dept. of Commerce

Office of State Controller

Dept. of Cultural Resources

Dept. of Juvenile Justice and Delinquency Prevention

Overlapping areas are candidates for workload synergy.

Industrial Commission

Cultural Resources

Commerce / ABC / COB

IT Consolidation Implementation Roadmap

Juvenile Justice and Delinquency Prevention

Office of State Controller

4th quarterOctober

1st quarterJanuary

2nd quarterApril

3rd quarterJuly

4th quarterOctober

2007 2008

Industrial Commission

October 1 – January 31

February 1 – October 31

March 1 – December 31

Sept 15 – Dec 31

October 1 – December 31

Org

Org

Org

Org

Org

Service Desk

Service Desk

Service Desk

Service Desk

Service Desk

Office of Admin Hearings

Desktop


Concurrent tracks during Implementation PhaseStart Date

Completion Date

Notes:1. Specific implementation schedules (dates) produced during assessment and design tasks.2. All designs and schedules reviewed with agencies for approval / coordination.3. Transferring staff will participate in the IT Consolidation effort.4. Staff salaries billed back to agency until services are turned on.

Staffing

Server (Hosting)

Desktop

Network (LAN)

Service Desk Planning& Coordination

Ongoing support / participate in Consolidation

Cabling / Environmentals

(if needed)

Install switches, tools, passwords

Implementation Schedule

Agency collects People, Org, and

Location Data

Data reviewed and loaded

into Remedy

HR Prep Work Staff discussionsStaff transfers

completedITS Setup /

Cross-training

User Notification distributed

Service Desk

Build & Test Implementation

ProcurementInventory AssessmentDesign and Configure /


Turn on Service

Physical Inventory /Assessment


Install: Tools, Exchange,

IT ServicesEncrypt Laptops Procurement

Physical Inventory /Assessment

Final State Design /Implementation

ScheduleProcurement

Turn on Service

Turn on Service

Turn on Service

Physical relocation plans determined and agreed

upon


Overall Status – September 2008

Four agencies now under ITS management:

- Industrial Commission

- Office of Administrative Hearings

- Department of Cultural Resources

- Department of Juvenile Justice and Delinquency Prevention

Three agencies currently active in the Consolidation process:

- Alcoholic Beverage Control Commission

- Commission of Banks

- Department of Commerce

One agency to start October 1:

- Office of State Controller


Phase II Desktop Metrics to Date

Desktops under management – 2290

Desktops in progress – 1989

Laptops encrypted / in process of encryption – 946

PCs replaced / being replaced – 519

Staff transferred to ITS – 19

Numbers exclude Office of State Controller (starts 10/1/08)


Phase II Hosting Metrics to Date

Beginning server count – 208

Servers eliminated – 59

- Achieved by combining / consolidating like functions together

Ending server count – 149

- Server count including physical boxes and VM instances

Server count reduction percentage (incl. VM instances) – 28%

Number of servers converted / being converted to VM instances – 90

- Eliminates an additional 90 physical servers

- Total physical servers being powered down – 59 + 90 = 149

Number of physical servers replaced / being replaced – 33

Servers moved / being moved to the ITS Data Centers – 109

Number of servers outside the ITS Data Centers reduced from 208 to 40

Applications upgraded during the Consolidation process – 5


Expenses running favorable to budget

Note: Numbers included for Commerce & OSC on this slide are estimates.


Phase II Network Metrics to Date

Switches put under management to date – 318

Switches replaced to date – 92

Routers needing replacement - 0

Firewalls put under management to date – 118

Locations put under management to date – 158

Locations requiring cable and/or environmental work – 67

WAN circuits converted to ITS-managed circuits – 41

WAN bandwidth upgrades implemented to-date – 4


Numbers will be updated as work at COB, Commerce, and OSC completes


Phase II Service Desk Metrics to Date

Agency customers loaded into Remedy – 3585

Agency site locations loaded into Remedy – 429

- Many more than originally estimated

Average monthly ticket volumes for the first 4 agencies combined – 874


Includes the four agencies now under ITS management

Note: “Remedy” is the application used by the ITS Service Desk.


Value delivered beyond the obvious Consolidation metrics…

Brought one Commission under the ESAP security model

Provided Programming support for one Commission to upgrade 2 major applications to current technology

SSL added to the main Applications portfolio for one agency

File servers in two agencies encrypted with IPSEC

Eliminated need for on-going PIX firewall infrastructure in one agency

Brought numerous remote locations in multiple agencies under ITS WAN management & ESAP security

Assisted one agency in relocating 4 existing buildings into one new consolidated building

Optimized LAN and server configurations to improve performance and availability in multiple agencies

Implemented Enterprise-level laptop encryption

Implemented Enterprise-level Anti-Virus management

Implemented WAN bandwidth upgrades in 3 agencies to lower saturation levels and improve response time

Eliminated the power, cooling, floor space, and physical maintenance of 149 servers through consolidation and virtualization


Lessons learned in Phase II Communication at all levels is paramount to success, due to the number of

people and groups across ITS and the agency involved.

The focus of the ITS teams early-on was the creation of repeatable, scalable processes. This slowed progress at first, but is paying dividends now.

While processes are repeatable, each agency business is unique and will require some level of customization.

Defining the end of Consolidation requires:- Definition of the ultimate end-state for each service (Desktop, Hosting, etc.)

- Definition of “acceptable” – deviation from installed standard vs. end-state standard

- Automatically defines post-consolidation work needed to achieve end-state

Coordinated teamwork between the Agency and ITS is required for success.

Committed Senior Management support cannot be over-emphasized.

Surprises will be uncovered, regardless of the amount of detailed discovery performed up-front. Must be allowed for in time and cost forecasts.

Implementations must be planned functionally vs. piecemeal to ensure business continuity is maintained across the implementation timeline.


Questions

For questions or comments contact:

Jack Markle – Office of Information Technology Services

- [email protected]

- (919) 754-6563

John Leskovec – Office of State Budget Management

- [email protected]

- (919) 807-4734

Documents

ITS IT Consolidation Program Phase II Status Update September 2008