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www.vita.virginia.gov
Tuesday October 25, 2005
Service Management Organization
Overview
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Introduction
• VITA is pleased to announce the implementation of a Service Management Organization - known as an “SMO”. As communicated in our Employee Dialogue meetings, this is an important step in the continued transformation of VITA and will enable us to continue focusing on improving infrastructure service delivery.
• This presentation is designed to provide you with an overview of the SMO and address questions you may have on what an SMO is and its current status as a separate distinct directorate within VITA.
• SMO senior roles will be posted on October 26, 2005 and the remaining SMO roles will be posted during the week of October 31, 2005.
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What is a Service Management Organization?
• A Service Management Organization (SMO) manages the infrastructure services delivered – regardless of whether these services are delivered in-house or by a PPEA Infrastructure Partner.
• The SMO is the single point of accountability within VITA for the effective management and improvement of infrastructure services.
• The SMO will draw on other VITA Directorates to support their work, for example Finance and Supply Chain Management.
• Within the context of a PPEA Infrastructure partnership, the SMO will also ensure that the Infrastructure Partner provides the services they committed to and that VITA also meets its contractual obligations.
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Why do we need a Service Management Organization?
The SMO will:
• Ensure infrastructure services deliver an appropriate level of performance to VITA’s customers;
• Engage customers via the existing Customer Relationship Managers in place today and support the interactions between infrastructure services and customers;
• Provide visibility of how the performance of IT infrastructure services has improved and its ‘value for money’.
Within the context of a PPEA Infrastructure Partnership, the SMO will also
• Establish a single point of accountability for managing a PPEA infrastructure contractual agreement and local points for service delivery concerns;
• Define clear accountabilities and responsibilities between VITA and the Infrastructure Partner for service delivery;
• Proactively manage the realization of benefits from the partnership.
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SMO structural overview
Sr. Commercial Manager
TBD
Sr. Service Delivery Manager
TBD
Strategy & Architecture Coordinator
TBD
Sr. Agency Performance
ManagerTBD
Sr. Transition & Transformation
ManagerTBD
Service Management Organization Director
TBD
ITIL Process Mgmt & Quality Assurance Lead
TBD
Contract Manager(1 FTE)
Service Delivery Managers(8 FTEs)
•Internal Apps•Messaging Services•Mainframe & Servers
•Data, Voice, Video Network
•Help Desk•Desktop Computing•Security & DR•Telecom
Agency Performance
Managers(6 FTE min)
1 per Secretariat)
To be definedDedicated
Transition & Transformation
Project Managers
ITIL Process Managers
(~ 2-3 FTE min)
Finance Manager(1 FTE)
To be defined Dedicated Finance &
SCM Support
To be defined Dedicated Strategy &
Architecture Support
Permanent full-time roles within the SMORoles to be defined and matrixed from other Directorates to support the SMO
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High level summary of SMO key functions
Commercial Management
Service Delivery Management
Strategy & Architecture Coordination
AgencyPerformance Management
Transition & Transformation
Management
Service Management Organization
Director
Partner Contract Mgmt
– Commercial strategy & Education
– Contract policies & procedures
– Contract administration & changes
– New service negotiations
Partner Financial Mgmt
– Invoice reconciliation
– Service credit mgmt
– Budgeting / Forecasting
– Charge back
– Labor forecasting
– Financial reporting
– Funding/ Request for Service
– Benefits realization
Day-to-day interface with infrastructure services
Service Mgmt oversight by Technical Towers
Technical tower based forecasting & capacity planning oversight
IT escalation & facilitation of resolution of delivery issues
Implementation of SMO directorate
Mgmt of Transition to a Partner - e.g. planning, risk mgmt, logistics, internal VITA coordination of activities e.g. with, HR, CRM, Communications
Oversight, coordination & mgmt of Transformation with a Partner - e.g. service delivery improvement projects
ITIL Process development & mgmt - Business & Operational
Process quality assurance and service improvement
Coordination with VITA’s SMS directorate and the Partner on Architecture, technology & Innovation
Ensure the integrity of IT infrastructure strategy, technology architecture and standards
Coordinate and provide technical expertise and assurance for Agencies and projects with infrastructure elements
• Leadership of service management team• Oversight of service management arrangements• Escalation point for resolution of issues• Champion service management and improvements
Work closely with the Customer Relationship Managers and are split across the Secretariats
Service level performance mgmt & reporting
Facilitate service improvement plans
Agency project based infrastructure forecasting and capacity planning oversight
Line management of Managed Employees
– Internal Applications– Messaging Services– Mainframe &
Servers– Data, Voice & Video
Network– Help Desk– Desktop Computing– Security & Disaster
Recovery– Telecommunications
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SMO roles to be posted on October 26
Working Job Title Role Title Position Number
SMO Director IT Manager III 00480
Senior Commercial Manager IT Specialist IV 00481
Senior Service Delivery Manager IT Specialist IV 00485
Senior Agency Performance Manager
IT Specialist IV 00484
Strategy & Architecture Coordinator IT Specialist IV 00483
Senior Transition & Transformation Manager
IT Specialist IV 00482
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Any questions?
• To see individual position descriptions and details about submitting an application, please go to: http://www.vita.virginia.gov/jobs/jobs.cfm
• If you have any additional questions on the Service Management Organization, please send these to: [email protected]