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Service_Management_Presentation_20080402_v17

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					Department of Technology Services
        Service Delivery
       Customer Forum
     Network, Application Hosting, CA.mail

                 April 17, 2008




                                             Slide Number 1
Opening Remarks
   PK Agarwal,
   DTS Director




                  Slide Number 2
                     Introduction
   DTS Services
       8 DTS Services
       DTS Services being discussed today:
          Network
          Application Hosting
          CA.mail

   Service Level Management
       Service Managers
       Service Delivery Managers
       Service Teams


                                              Slide Number 3
Service Catalog




                  Slide Number 4
         Service Catalog
       Department Of Technology Services




Peggy Just Peterson – Service Catalog Manager




                                           Slide Number 5
    Service Catalog

   DTS Service Catalog
    www.servicecatalog.dts.ca.gov
       History
       Benefits
       What’s New
       Vision




                                    Slide Number 6
Network




          Slide Number 7
         Network
Department Of Technology Services



 Ron Onodera – Service Manager




                                    Slide Number 8
               Network
            Service Description

   Enterprise Wide Area Network (WAN)
       Edge (Customer location)
       Distribution (Point of Presence)
       Core
   Metropolitan Area Network (MAN)
   Internet Access
   Technology Refresh
   Business Partner Access
   CALNET                                 Slide Number 9
                Network
           Service Components



   Circuits           Security
   Routers            Management Tools
   Switches           Service Desk
   Firewalls          Network Operations
                        Center



                                       Slide Number 10
       Network
         Service Size



   2,775 Edge Access Points
   11 Distribution Sites
   46,600 Interfaces




                               Slide Number 11
           Network
        DTS Responsibilities


   Design/Implement/Manage Network
   Access Equipment
   Site Support
   Access Circuits
   Statewide Backbone
   Domain Name Service
   IP Addresses

                                 Slide Number 12
              Network
        Customer Responsibilities


   Customer Location(s)
       Connectivity Requirements
       Local Area Networks (LAN)
       Firewalls
       Infrastructure (e.g. HVAC, electrical)




                                                 Slide Number 13
        Network
    Shared Responsibilities


    Change Management
    Connectivity Support
    Circuit Size




                              Slide Number 14
     Network
       The Future


   Converged Services
   Wireless Networking
   High Availability
   Encryption




                          Slide Number 15
Application Hosting




                      Slide Number 16
Application Hosting
Department Of Technology Services



Stephen Hensley – Service Manager




                                    Slide Number 17
Application Hosting
         Service Description



   Standard Servers and Operating Systems
   Tiers of Storage
   Software Tools
   Product Support




                                      Slide Number 18
Application Hosting
           Service Size


    30 LPars - 9300 MIPS zOS
    850 Windows® Servers
    260 Unix Servers
    300 TB of Disk Storage
    1,200 Databases
    300 CICS® Regions
    200 Web Sites
                                Slide Number 19
    Application Hosting
          Service Components



   Platform          Backup & Restore
   Software          Output
   Database          Courier
   Storage           Service Desk
                      Other


                                      Slide Number 20
    Application Hosting
           DTS Responsibilities


   Design/Implement/Manage Infrastructure
   Hardware and Software Support
   Software Licensing
   System Monitoring
   System Security
   Enterprise and DTS Internal Network
   Periodic Refreshes of Technology

                                          Slide Number 21
    Application Hosting
       Customer Responsibilities



   Application Development and Support
   Database Administration
   Application Performance Tuning
   Internal Customer Network




                                      Slide Number 22
Application Hosting
     Shared Responsibilities


    Connectivity
    Security
    Capacity Planning
    Software Installation
    Application Configuration



                                 Slide Number 23
Application Hosting
           The Future


   Hardware and Software Upgrades
   Server Consolidation
   Disaster Recovery
   Encryption
   Storage Tiers
   Enhanced Availability


                                     Slide Number 24
CA.mail




          Slide Number 25
          CA.mail
Department Of Technology Services



Kevin Piombo – Service Manager




                                    Slide Number 26
         CA.mail
      Service Description


   Common Messaging Platform
   Outlook Web Access
   Shared Global Address List
   Hardware Redundancy
   Exchange Customer Admin Tool
   Anti-spam / Anti-virus
   BlackBerry™

                                   Slide Number 27
                CA.mail
                Service Size


   Mailboxes                  20,000
   Storage                    1.5 Terabytes
   Customers                  15
   Messages Sent/Received     143 Million




                                        Slide Number 28
                CA.mail
              Service Components



   Messaging               Database
   Windows® Hosting        Security
   Network                 Administration
   Storage                 Service Desk




                                            Slide Number 29
               CA.mail
           DTS Responsibilities

   Design/Implement/Manage Infrastructure
   Hardware and Software Support
   Software Licensing
   Active Directory®
   System Monitoring
   System Security
   Enterprise and DTS Internal Network

                                          Slide Number 30
          CA.mail
    Customer Responsibilities



    Desktop/Outlook Support
    Client Licenses
    BlackBerry™ Device Support
    Internal Customer Network




                                  Slide Number 31
        CA.mail
    Shared Responsibilities


   Authentication
   BlackBerry™ Device Activation
   Connectivity
   Customer Email Migrations
   Version Upgrades
   Training


                                    Slide Number 32
            CA.mail
             The Future

   Exchange 2007
   Authentication Active Directory®
   Windows® Mobile/Exchange ActiveSync
   Service Continuity
   Encryption
   E-Discovery
   Archiving

                                       Slide Number 33
Service Maturity




                   Slide Number 34
                Service Maturity
   Service Expectations
       Operational Level Agreements (OLA)
       Service Level Agreements (SLA)
   Total Cost of Ownership (TCO)




                                             Slide Number 35
    Service Maturity Challenges

   Resource (DTS, Customers, Vendors)
   Alignment with the State Budget Cycle




                                            Slide Number 36
Closing Remarks




                  Slide Number 37
Q&A




      Slide Number 38
        Contact Information
Peggy Just Peterson    peggy.peterson@dts.ca.gov    (916) 464-3748
DTS Service Catalog Manager

Ron Onodera            ron.onodera@dts.ca.gov       (916) 739-7964
DTS Service Manager - Network

Stephen Hensley         stephen.hensley@dts.ca.gov (916) 464-5132
DTS Service Manager - Application Hosting

Kevin Piombo           kevin.piombo@dts.ca.gov      (916) 464-3663
DTS Service Manager - CA.mail



                                                             Slide Number 39