GIS Service Provider
Overview
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What is ITIL ?•
Brief Ottawa GIS Background•
Project Requesto The basis of our existence in GIS, a need for GIS service. Where do they come from ?
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Service Strategyo Financial Management (ROI vs. Expense) o Portfolio Management
o Level of Service Demand
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Service Designo Level of Service
o Catalog “Your menu of services” o Data Security
o In-House or Consultants
o Capacity (Speed/Storage) Weighing demand with data and support staff. o Contingency (Who will be effected
when the data is lost)
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Service Transitiono Service Assets o Transition Planning o Release and Deployment
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Service Operationo Service Desk operations o Application Mgmt. (versions/
releases)
o Technical Management (Hardware updates)
o Problem Mgmt. (Issues and how to deal with them)
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Continual ServiceImprovement
o How do we maintain a useful service from start to finish.
What is ITIL ?
Information Technology Infrastructure Library
- Is a standard for IT Service Management. - Is about the management of services to deliver value to the business (County)
- Services include infrastructure support,
application development and application support. - These are formalized procedures/steps to follow to improve the quality of services provided to the business (County)
What is ITIL ?
ITIL is made up of 5 Functions: - Service Strategy
- Service Design
- Service Transition - Service Operation
Ottawa County GIS
Background
and
Infrastructure
•
GIS Team in the Ottawa County Information Technology Dept. 2007•
Servers, running in a Virtual Environment (VM) 4 servers & SAN storage•
Two SDE's (Publishing and Production)•
Two Web Servers 1 test 1 production•
AGS Standard Licensing (42 internal ArcGIS Arc View\Info\Editorlicense, most Arc View/Basic users)
•
Multiple Online Applications (Public, LU and Department)•
Customized Arc/Reader applications for Internal and external use•
Local Unit Partnership (18 of 24)•
Agency Partnership (OCRC, OCCDA, GR Water)•
County Departments (Process integration) Mandate Support•
Four Staff Members (Manager, Sys Analyst, Programmer and aGIS Project Request
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Develop a systematic method for ranking
and prioritizing request
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Questions to ask:
o Does this request affect citizen’s safety? (911/emergency
planning)
o How many users will this request impact ?
o Does the cost of the request outweigh the overall benefits?
o Is this request part of an overall process with project scope ?
o Does the request directly contribute to a county mandate?
o Will the request offset operational cost ? (In time savings,
GIS Project Request
… Where to
Start?
•
How do we rank request ? (establish type of
request):
o Emergency (Safety 911 related)
o County Importance ? (State and/of Federal Mandate) o Revenue Generation / Time Saving, create
efficiencies
o Municipality, Internal Department, County Agency and/or Public
Request Examples:
•
Property Mapping Application
o Broad user base
o Positive impact on county business
o Time efficiency cost savings (use can be measured)
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Public Incident mapping application:
o Affects overall citizen safety
o Has positive impact on multiple departments
o Creates cost savings through time efficiencies
o Wildly out of project scope…
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Election Mapping Canvassing Book: (Last)
o High development cost
Time to create Material cost
Identify your Level of Service
Chaos
Projects are take at all levels, first come first served
Reactive
Processes are started in response to immediate needs. Projects are done piecemeal to achieve a solution.
Proactive
Methods are in place and followed for a majority of GIS projects and processes but are no standardized format.
Optimized
Meet and/or exceed business needs with in place procedures for project management.
Service Strategy
(3 Main functions)•
Establishes an overall strategy for the organization’s planned IT/GIS services and IT/GIS Service management practices.•
Define the market, Develop the offerings, Identify strategic Assets, prepare for execution.•
Creating Value to the organization and Calculating that Value•
Financial Management
•
Portfolio Management
Service Strategy Questions
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Utility + Warranty = Value•
Fit for purpose•
Fit for Use•
What service should we offer and to whom ?
•
How do we create value for our
customers/users ?
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How do we define service quality ?
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Warranty calculated
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Utility Calculated
Service Strategy
Financial Management
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Financial Management
o Quantifies the value of the GIS service and its assets in addition to establishing the operational financial forecast (budget) for the service.
o Assets: Hardware, Software, Data and knowledge Ottawa County GIS Assets Measured:
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Ensuring the business (County) understands the cost of providing the service. (Initial understanding and current understanding)Service Strategy
(Portfolio Management)
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Portfolio Management
o Managing the portfolio of services being delivered.
o Managing Services and continuous evaluation of their value.
Data (data layer plan) (see hand-out) Applications
•
What service does GIS Provide ?
o Data
Raster Data (Aerials, IR and LiDAR Vector Data sets
Scanned Documents o Applications
Online applications that provide a service
Desktop applications that allow users to create their own service
o Training
Service Strategy
(Demand Management)•
Demand Management
o Understanding and influencing a customer’s demand for services and provision of capacity to meet the
demand.
Service Strategy
Demand Management
(Establish the Workload)2011 Budget
2014 Budget
Service Strategy
Demand Management
(Establish the Workload)Service Strategy (Outcomes)
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Detailed description of the GIS Services
delivered to customers
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A Strategic Plan for achieving objectives set
by the County.
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Financial Budget and Performance
evaluation plan
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Formalization of the level of Utility
(ROI)and
Warranty
(Measured System Access)for the service GIS
•
This allows the business (County) to
understand:
o Services that will be provided
o Who the customers and users of the service are and will be
o Measured Value of the service to the customers and users
o Cost of the service
o Capacity of GIS to deliver the service
•
Is the phase where new or changed services
are aligned with the business goals
identified in the service strategy phase.
•
This is where services are designed and/or
developed for introduction into the
production environment.
Service Design
(7 Main functions)
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Level of service
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Availability Management
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Capacity Management
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Continuity Management
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Service Catalog
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Supplier Management
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Level of service
(efficiencies)o Allows GIS to negotiate, agree and document the appropriate GIS Service targets that align with the County’s Goals and Objectives. (SLA’s)
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Availability Management
(outcomes)o Defining, analyzing, planning, measuring and improving the availability of GIS Services. Designed to meet County business requirements.
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Capacity Management
o The goal is to ensure the supply of GIS resources meets the customer’s / user’s demand for them
Service Design
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Capacity Management Continued…
o Moving from the physical server environment to the Virtual Environment. Production SDE / Publishing SDE
o Do we have enough storage space ? o Do we have enough RAM ?
o Do we have enough Processing power ?
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Continuity Management
o GIS continuity: preparing for recovery.
Server replication (GIS is a discretionary service)
• Do we spend thousands of dollars to have failover contingency ?
• What Mandates will be affected?
• Without full contingency how long can we be back up and running?
• Server Failure of August 2011…. (worst case scenario)
Server and data back up
Service Design
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Service catalog
o Describes the services that are currently in the production
environment, business processes that are enabled and the customer’s service quality expectations (SLA’s and
performance)
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Supplier Management
o GIS manages the business requirements and SLA’s produced by
3rd party contracts. (LLC’s vendors)
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Information Security
o Protects the information confidentiality, integrity and
availability by creating and enforcing an information security policy. (Central Dispatch/ Incidents, Public Health data)
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Business requirements for planned services
o Functional requirements
o Service Level Requirements
o Operational Level Requirements
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Organizational Readiness Assessment
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Service Management Plans
o Financial plans (budget)
o Disaster Recovery plans
o Service Improvement plans
o Capacity and Availability plans
o Incident management plans
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Service Lifecycle Plan
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Creating a standard to follow
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Consistency of services
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Easier Implementation of new and/or
changed services
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Improved GIS Service alignment with County
needs
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Improved Quality of Service
Align Roles with Workloads
County Vision County Mission County SWOT County Strategies and Goals GIS Vision GIS Mission GIS SWOT Strategic Goals Tactical Goals Operational Goals Are we working towards achieving our vision ? Are we operating within the purpose and scope ? What needs to be Measured What needs to be Measured What needs to be MeasuredCounty Business Alignment
Ottawa County IT Department Performance Indicators
Ottawa County Objectives Ottawa County IT Objectives Performance Indicators
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Service Transition
is the phase where new or
Changed Services are transitioned into
Service Operation aka:
production.
o Managing capacity and resources needed to package, build, test and deploy a release into production
o Ensuring services can be managed, operated and supported in accordance with requirements
established in Service Design.
Service Transition
(4 Main Components)•
Change Managemento Ensures standardized methods and procedures are used to manage all changes to services or production environments.
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Service Asset and Configuration Mgmt.o Asset management tracks and reports the value and ownership of financial assets throughout their service life.
o Configuration Management tracks, using a Configuration Management Data Base (CMDB), the configuration items (CI) of an IT System.
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Release and Deployment Managemento Prepared services for release into the production environment
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Knowledge Managemento The process that IT and GIS use to collect, analyze, and Exchange information and knowledge within the County.
Service Transition
(Outcomes)•
Updates the
service portfolio
consisting of
new or changed services
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Updates the service package that defines
the services GIS provides
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Updates the transition plan used to move
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Ensures all changes comply with county
business requirements
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Manages the level of risk during service
implementation using contingency plans.
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Standardizes the implementation plan for
new and changed services. (same steps and
procedures applied for data as well as new
and updated/changed applications)
Service Operation
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Service Operation is where the value of the
services in production are realized by the
customer/user.
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The day-to-day operation of the processes
that manage the services takes place.
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Where performance metrics for the services
Service Operation
(4 main functions and 6 processes)•
GIS Operations Management•
Technical Management•
Service Desk (Shared Ottawa IT Service)o IT as a unit provide the element of Service Desk Operations Applications and Data
Infrastructure Help Desk GIS
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Applications Management o Processes Event Management Incident Management Problem Management Request Fulfillment Management Access Management
Service Operation
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GIS Operations Management
o Responsible for the daily operational activities needed to manage infrastructure according to
performance standards defined during Service Design
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Technical Management
o Technical skill and resources needed to support the ongoing operation of the IT infrastructure
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Application Management
o Responsible for managing applications throughout their life cycle. This function supports and maintains operational applications.
o Designing, Testing, and improving applications that form part of the GIS Service Portfolio
Service Operation
(processes)•
Event Managemento Alerts or Notifications created by an IT service, configuration item or monitoring tool (Less GIS Specific More IT Infrastructure related)
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Incident Managemento The process of quickly restoring normal services when there is an interruption to a service or a reduction in the quality of service.
AGS Web Applications Components (Incident repair procedures) Restart the service (check), restart SOC and SOM (check), Restart
IIS (check) and if all that fails restart the web server(check). Still a no go… re-run the parcel Cache and restart the web server. (remedies 95% of interactive mapping incidents)
Service Operation
(processes)•
Problem Managemento Main goal to detect the root cause of an incident, determine a resolution and ensure that the incident does not occur again…
Too many connections to SDE (Optimized for performance) Network issues
SQL Transaction Log filling space (regularly scheduled clean-up)
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Request Fulfillment Managemento Manage service request from Users (Numara Footprints) Incidents vs. service request.
Service Operation
(processes)•
Access Managemento Manages the rights that are given to users to access GIS Services or data.
SDE Access
• Viewers and Editors
Web Applications Permissions
• Sheriff’s incident Mapping Application
• Public incident mapping Application
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Application Lifecycle Managemento Maintaining and Managing Applications. o In order:
Requirements for service requested (Does it have Utility ?) Design
Build and Test
Quality Review (Will it have Warranty ?) Deploy
Operate
Service Operation
(outcomes)•
Technical Management Reports
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IT Operations Reports
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Service Desk Reports
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Application Management Reports
o SLA’s
o Event Reports
o Time Usage Reports
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Service Strategy
, the service is modeled
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Service Design
, the service is design,
developed and cost validated
•
In
Continual Service Improvement
, the
measures for optimization are identified.
Continual Service Improvement
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Is responsible for continually aligning GIS
Services to changing business needs.
•
CSI identifies and implements improvement
into GIS Services that support business
processes.
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CSI is about looking for ways to improve
process efficiency and cost effectiveness
throughout the entire service lifecycle.
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Seven Step Improvement process
o 1. What should be measured o 2. What can be measured
o 3. Gather the necessary data
o 4. Process the data so it’s understandable o 5. Analyze the data for trends
o 6. Present the information to appropriate audience o 7. Implement action(s) in order to improve process
Continual Service Improvement
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Service Measurement
o Defines the metrics that will be used during data analysis
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Service Reporting
o Organizes status and performance data into
informational reports. Ex: dashboards, SLA reports
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Service Improvement
o GIS maintains and improves the quality of the
service by agreeing to, monitoring and reporting on GIS achievements
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Service Reporting (Example)
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Outcomes
o Service Improvement plan
o Lessons learned documents that identify how each process phase can be improved
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Value
o Better information about each service
o Improved stability, reliability and availability o Improved metrics
o Clear view of GIS – IT and County Business alignment o Better working relationship with users and customers
