Oversight Committee...different flavors of Nortel phone systems Facilitate the installation of voice and data cabling and maintenance Administration and oversight of maintenance contracts

Oversight Committee

February 19, 2014

February 19, 2014

AGENDA

As required, please be advised that a copy of the rules of the Open Meetings Act as amended by LB898 is located in the folder on the north wall of the Jesse Lowe Conference Room and assistance will be provided for anyone needing help.

· Call to Order - Deb Sander · Approval of minutes from January 15, 2014 meeting – Deb Sander · Standing Business

· IT Service Management – Julie Stangl· Service Spotlight –

o Network, Data Storage, Telephony, Email/Calendar – Brad Toland· Projects – Tracy Svevad· 2014 Capital Improvement Plan Update – Bob Nord

o Microsoft Enterprise Agreement; Resolution for Approval – Nord/Andersen· Operations Update – Bob Nord· Security – Greg Andersen· Financials – Sara Ransford

o Financial Report: Preliminary December, 2013 Update and January, 2014· Organization Update – Kruse· Innovation Topic: 2014 Innovation Presentation Schedule

· New Business · Public Comments · Next Regular Meeting; March 19, 2014 at 2:30-4:00 in Jesse Lowe Conference Room, Civic Center. · Executive Session for the purpose of discussing personnel and legal issues in conformance with Nebraska Rev. Stat. 84-1410(d). · Adjournment

February 19, 2014

IT Service Management Update

(Julie Stangl)


Agenda➢ January Results

■ Incident SLAs■ Service Request SLA■ Customer Satisfaction Survey

➢ Project Management Process Improvement Update


Incident SLAs

Service Level Agreements - Closed Incidents

January 2014 - Closed Incident Tickets Summary

Service Level Agreements - Incident Resolution Time

Service Level Agreements - Non Service Desk Incidents

Service Level Agreements - Incident Exclusions

For January, 71 tickets were excluded from the SLA stats.


Service Request SLAs

Service Level Agreements - Service Requests

January 2014 - Closed Service Request Ticket Summary

Service Request Resolution Time

Service Level Agreements - Non Service Desk Incidents

Service Level Agreements - Service Request Exclusions

For January, 5 tickets were excluded from the SLA stats.


Customer Satisfaction Survey Results




Project ManagementProcess Improvement

PM Process Improvement

PM Process Improvement

Service SpotlightNetwork, Data Storage, Telephone, Email, Calendar

Brad Toland

February 19, 2014

Network Services: The heart of the Enterprise that maintains

the core infrastructure and provides support and reliability to

the base computing resources for the City and County

Network Services Team

Meet the Team

Network Operations–Vince Kuhl (14 years)

–Scott Carmichael (14 years)

–James Overton (15 years)

Voice Services–Lori Hedlund (7 years)

–Larri Dickson (8 years)

–Darla Casady (8 years)

–Dave Ballard (4 years)

Server Operations–Jason Haines (13 years)

–Dave Fleming (8 years)

–Derek Roberts (6 years)

–Scott Rockwell (6 years)

–Brett Fuller (3 years)

–Jon Henrichs (1 year)

–Tom Leonovicz (6 months)

Network Services Include:

▪ Monitoring performance and uptime of our Internet circuits

▪ Installation, configuration and monitoring of all network gear

▪ Network Gear to include all floor switches, core network

routers, and firewalls

▪ Configuration and maintenance of the Aruba wireless

platform

Server Operations Include:

▪ Installation, configuration, setup and monitoring of all physical servers

▪ Virtual server design, maintenance, and monitoring▪ Setup and configuration of the Virtual Desktop environment▪ Maintain the infrastructure for the enterprise software

deployment tool (SCCM)▪ Consult with clients on new application purchases and

system build outs▪ Print Services for end users printing

Data Services Include:

Data Storage:▪ Creation and maintenance for department and user file servers.▪ Monitoring of space and utilization of enterprise storage.▪ Data storage and protection for the virtual server environment.▪ File Level Retention for critical data protection▪ Data protection by replication of critical file systems in real-time (DPA

Avamar Backup:▪ File system backup for all network file servers▪ Physical and Virtual server backups

Voice Services Include:

▪ Centrex, PBX, VoIP telephone system, and Voicemail administration and maintenance▪ Currently provide support for Shoretel, Avaya, and 7

different flavors of Nortel phone systems▪ Facilitate the installation of voice and data cabling and

maintenance▪ Administration and oversight of maintenance contracts▪ Facilitate cellular orders, services and invoicing questions.

Google Apps for Enterprise (Email)

▪ Provisioning of user accounts, groups and distribution lists▪ Support for Groups, Documents, Drive and Sites▪ R&D for new Google features that may be beneficial to the

enterprise▪ Chrome browser functionality issues▪ Reporting on licensing and system usage▪ e-Discovery requests for legal audits▪ Tier 3 support for anything Google related

Cisco Blade Server Environment

Citrix Virtual Desktop Environment

Shoretel Phone System

How to request these services:

▪ Contact the service desk at ext.3663▪ Email the service desk at [email protected]▪ Follow us on Twitter: [email protected]

▪ #NetworkServices #Servers #Virtual Desktop #Cisco #Winning #lololololololololol

mailto:[email protected]

mailto:[email protected]

Projects(Tracy Svevad)

February 19, 2014

Projects Update – February 19, 2014

Active Highlights Status

Going Google! Defining and planning for decommissioning old Exchange environment; defining on-going support processes

Deploy SCCM Software Successfully deployed device agent to DOTComm, City and County

Windows XP Upgrade EA Agreement at OC for approval New

HOJ Cabling Completed

Enterprise Portfolio



DC Attorney Victim Witness DB Punch list corrections Deployed

GTL Implementation Executive Team weekly meetings with vendor to establish project timeline; DOTComm work continuing on 3rd interface

Hyperion Implementation Finalizing analysis and design; beginning build phase

BOE 2014 Finalizing Caspio SOW and schedule

ECM - Land Book Scan & Store Web interface demo completed with minor changes; Initial set of images scheduled for release into Filebound (30-60 days)

RFP - EHR Vendor Selection Selection process narrowed to 2 vendors

8 Additional Projects (< 200 hrs each)

County HR Pension Statements Completed

Lockbox-Health Dept. Permit Payments Completed

Juvenile Probation - PC Installations Completed

2013 Justice Lease Installation Completed

Douglas County Portfolio



PW - Solid Waste Punch list corrections and training scheduled Deployed

OPD - Fatpot Updating Laptop Images in Cruisers

City Attorney - CMS GUI Frontend Initial testing completed; Customer requested minor change - waiting on change request impact analysis from vendor

OPD - Move to Technology Center Finalizing schedule with customer

PW - OPW Numbering Database Client approval needed for deployment

Fin - Budget Application Enhancements Development completed; QA in progress

PW - Traffic Accident Reporting Approved in January; preparing requirements and schedule

5 Additional Projects (< 200 hrs each)

City of Omaha Portfolio


Bucket Hour Summary by Portfolio

Coming Soon!

CountyCity Enterprise

Capital Improvement ProjectsUpdate(Bob Nord)

February 19, 2014

CIP Project Updates – February 19, 2014

Enterprise Telephone

System

CIP 2014

Website Load

Balancers

➢ In production and performing as planned○ Will be removed from updates

➢ County upgrades pending➢ Working with ShoreTel to replace

installed units with new like for like

➢ First proposal to adopt the MS Enterprise Agreement is moving forward

Microsoft Enterprise AgreementResolution for Approval

(Greg Andersen)

February 19, 2014

We need a new way of procuring the Microsoft Operating System in order to:

1. Get in compliance with Microsoft Licensing2. Upgrade our fleet of computers to the latest operating

system and ensure we are on latest version in perpetuity3. Lower Total Cost of Ownership over time

Recommended Solution: Microsoft Enterprise Agreement

Microsoft Enterprise Agreement - Needs

● Includes Day 1 for Microsoft compliance on OS licensing for entire enterprise● A 5-year subscription-like payment structure, flat on a budget● Prerequisite to moving forward with Windows XP migration across enterprise ● Perpetual ability to stay upgraded with most current operating system● Inclusive of ALL departments (911, Treasurer, Sheriff, MAPA, Building Commission, etc.)● Gartner recommends as a best practice and has reviewed our pricing● Annual True-Up to ensure proper number of licenses

Quick Review of Microsoft Enterprise Agreement Recommendation

February 19, 2014 Resolved by the Douglas-Omaha Technology Commission (DOTComm):

WHEREAS, DOTComm is responsible for providing PC software and desktop computing services for the City of Omaha and Douglas County which includes Microsoft Windows desktop operating system acquisition and management; and

WHEREAS, DOTComm has a fleet of desktops with operating systems that are non-compliant with Microsoft’s volume license policy and requires the purchase of supplemental licenses; and

WHEREAS, DOTComm intends to uphold the Software and Security policies and keep our computer operating systems up-to-date and secure; and

WHEREAS, DOTComm has worked with Microsoft to review the various options in operating system and client access license (CAL) agreement types, and has mutually agreed moving forward with Enterprise Agreement for Windows operating system and Select Agreement for other items through an a-la-carte system are cost-effective options which make best sense for the City and County; and

WHEREAS, DOTComm has researched various Large Account Resellers (LARs) and has chosen Dell as it meets expectations on price, knowledge, and partnership value; and

WHEREAS, DOTComm recommends a 5-year Enterprise Agreement on Windows Operating System and a 3-year Select Agreement on client access licenses (CALs) financed through Dell Finance that allows transition time to adjust future budgets; and

WHEREAS, DOTComm has communicated the recommendation to the City and County IT Coordinators and has gained acceptance of the enterprise concept and need for compliance from the City of Omaha Finance Director and the Douglas County Finance Director; and

WHEREAS, the CIO requests approval for the purchase of Windows operating system and Client Access Licensing for the entire City/County enterprise, contingent on successful chargeback discussions with City and County in the following few weeks.

NOW THEREFORE, BE IT RESOLVED, that we move forward with the purchase of Microsoft Enterprise Agreement for operating system and Client Access License for server access for the entire City/County enterprise.

APPROVED

Deb Sander Date

Chair, DOT.Comm Oversight Committee

DOTComm Operations Service Update(Bob Nord)

February 19, 2014

Operations Service Update – February 19, 2014

Mainframe

➢ NCIC communications○ Two outages since code change

■ 1 State issue■ 1 DOTComm undetermined

➢ Question during last OC meeting○ Busy hours

Service Outages

➢ Google Gmail, Calendar ○ January 24 Approx 1 hour○ Software bug

➢ Web SQL○ January 23 Approx 1 hour○ Drive capacity

■ Missed monitoring system alert

➢ HoJ Completed

➢ No large Building Commission CC infrastructure related projects pending

➢ Moving forward with enhancements

➢ Working on a self service portal○ Target release early 2nd quarter

Issue and Problem

Management (ITSM Tool)

Hall of Justice Infrastructure

Operations Service Update – February 19, 2014

➢ Awarded to Jerry Collier○ Outstanding support provided to

The Department of CorrectionsCommendation

IT Security

(Greg Andersen)

February 19, 2014

Microsoft Windows XP Migration

● Resolution to move forward with purchase of Enterprise Agreement● Determining minimum standards and documenting needs● Starting individual discussions with departments on PC needs● Limited change in numbers on Windows 7● Determining “lock down” steps needed to harden Windows XP

Software Deployment Tool (Microsoft SCCM)

● Tool built and deployed to enterprise● Checking for discrepancies in inventory● Finalizing reporting● Testing OS install and software deployment

Website Migration to Secure Joomla! Environment

● Still a security risk as old sites have not been moved over● 24 sites have been re-written, but no production cutover● Working on final details of project

IT Security - Update on Current Top Initiatives and Projects

Gartner is a research and analysis company that we have hired to outsource contract management workload.

Additionally, they provide small teams like Security a wealth of information and advice.

Think of sitting next to a really smart, experienced co-worker. Someone who is a know-it-all with security products, can tell you the pros and cons, help make valuable recommendations and suggestions, thus making better educated decisions while reducing research time.

Gartner is known by many in the IT industry for their Magic quadrants. As the sample on the right shows.

We get access to those Magic Quadrants, but also the following other items:

● Extensive Research Library● Like-Industry Comparisons● Unlimited Analyst Calls● Vendor Management● A User Community (without Vendors)

Using Gartner to Leverage Security Innovation

Endpoint Protection Magic Quadrant

Source: Gartner

Financials(Sara Ransford)

February 19, 2014

Preliminary 2013 Year End Highlights

Expenses under budget $ 245,998

Revenues over budget $ 231,335

including $198,875 from FY12

Increase from Operations $ 477,333

2013 Year end Net working capital $2,106,940

$633,327 above year end 2012

Preliminary 2013 Expenditures December 30, 2013 100%

January Statement of Net Activities 8%YTD Obligated 2014 Budget % Obligated

Revenue Recognized

56615 BASE SERVICES - DOT COMM (2,712,041) (10,732,449)

56622 CPAN (58,126) (180,000)

56625 IT SERVICES (9,308) (84,040)

56626 APPLICATION HOSTING (107,049) (708,932)

(2,886,523) (11,705,421) 25%

Expenses

Personal Services 356,877 7,596,915 5%

Purchased Services 169,700 3,869,241 4%

Supplies 8,286 112,966 7%

Equipment 707 112,839 1%

Other Non-Personal 123 13,460 1%

Total Expenses 535,693 11,705,421 5%

Organizational Report

(Derek Kruse)

February 19, 2014

February 19, 2014

I Innovation2014 Innovation Presentation Schedule

2014 INNOVATION TOPICSCHEDULE

April 16, 2014 – Software Deployment/Inventory Tool (SCCM)

June 18, 2014 – Technology Fair August 20, 2014 – BYODevice/Mobile Device Management October 15, 2014 – Moving to Paperless (Imaging, Digital Signatures) November 19, 2014 – Technology Fair

New Business

February 19, 2014

▪ PUBLIC COMMENTS

▪ NEXT MEETING: March 19, 2014 @ 2:30 in Jesse Lowe

▪ ADJOURN (to Executive Session if needed)