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)
IT Service Management Update
Agenda➢ January Results
■ Incident SLAs■ Service Request SLA■ Customer Satisfaction Survey
➢ Project Management Process Improvement Update
IT Service Management 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.
IT Service Management Update
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.
IT Service Management Update
Customer Satisfaction Survey Results
Customer Satisfaction Survey Results
Customer Satisfaction Survey Results
IT Service Management Update
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
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
Projects Update – February 19, 2014
Active Highlights Status
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
Projects Update – February 19, 2014
Active Highlights Status
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
Projects Update – February 19, 2014
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)