Command Center Business Case

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					                                                              Table of Contents


EXECUTIVE SUMMARY........................................................................................................................... 1
ORGANIZATIONAL GOALS ................................................................................................................................ 1
SOLUTION DIRECTION ...................................................................................................................................... 2
  Organization Architecture........................................................................................................................... 2
  Technical Architecture ............................................................................................................................... 4
  Physical / Facility Architecture................................................................................................................... 5
MAJOR RECOMMENDATIONS............................................................................................................................ 6
  Organization ............................................................................................................................................... 6
  Enterprise Systems Management Platform ................................................................................................. 6
  Network Operations .................................................................................................................................... 8
  Mainframe Operations ................................................................................................................................ 8
  Midrange Operations .................................................................................................................................. 9
  Desktop/Server Operations ......................................................................................................................... 9
  Help Desk .................................................................................................................................................. 10
  Problem Management ............................................................................................................................... 10
  Change Management ................................................................................................................................ 10
  Other Support Teams/Functions ............................................................................................................... 11
       Business Units teams .............................................................................................................................................. 11
       Security Alerts ........................................................................................................................................................ 11
       Production Control/Scheduling .............................................................................................................................. 11
       Contingency Planning ............................................................................................................................................ 12
       Environmental Monitoring ..................................................................................................................................... 12
SUMMARY OF FINANCIALS ............................................................................................................................. 13
SUMMARY TIMELINE...................................................................................................................................... 14


CONSOLIDATION BUSINESS CASE....................................................................................................... 1
IN SCOPE .......................................................................................................................................................... 1
OUT OF SCOPE.................................................................................................................................................. 2


CURRENT ENVIRONMENT...................................................................................................................... 3
CLIENT DATA CENTER FACILITIES .................................................................................................................... 3
  Data Center #1 ........................................................................................................................................... 3
  Data Center #2 ........................................................................................................................................... 4
  Data Center #3 ........................................................................................................................................... 4
  Data Center #4 ........................................................................................................................................... 4
NETWORK OPERATIONS ................................................................................................................................... 5
  Organization ............................................................................................................................................... 5
  Functions .................................................................................................. Error! Bookmark not defined.7
         Corporate Telecommunications Division ............................................................. Error! Bookmark not defined.7
         Global Networks Division .................................................................................... Error! Bookmark not defined.8
         Production - Network Monitoring Center ........................................................... Error! Bookmark not defined.9
    Tools ....................................................................................................... Error! Bookmark not defined.10
         Network Monitoring Center (NMC)................................................................... Error! Bookmark not defined.10
         Network Platform Support ................................................................................. Error! Bookmark not defined.11
    Systems ................................................................................................... Error! Bookmark not defined.11
    Transmission Facilities........................................................................... Error! Bookmark not defined.12
    Process Flow .......................................................................................... Error! Bookmark not defined.14
         Change Management .......................................................................................... Error! Bookmark not defined.14
         Problem Management ......................................................................................... Error! Bookmark not defined.14
    Current Environment Costs .................................................................... Error! Bookmark not defined.14



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                                                      Table of Contents
       Staffing ............................................................................................................... Error! Bookmark not defined.14
       Floor Space ........................................................................................................ Error! Bookmark not defined.15
MAINFRAME OPERATIONS .......................................................................... Error! Bookmark not defined.17
  Data Center #1 Console Operations....................................................... Error! Bookmark not defined.17
       Organization ....................................................................................................... Error! Bookmark not defined.17
       Function(s) ......................................................................................................... Error! Bookmark not defined.18
       Tool(s) ................................................................................................................ Error! Bookmark not defined.19
       System(s) ............................................................................................................ Error! Bookmark not defined.21
   Data Center #1 - Cycle Management ..................................................... Error! Bookmark not defined.23
       Organization ....................................................................................................... Error! Bookmark not defined.23
       Function(s) ......................................................................................................... Error! Bookmark not defined.24
       Tool(s) ................................................................................................................ Error! Bookmark not defined.26
       System(s) ............................................................................................................ Error! Bookmark not defined.26
   Data Center #2 - Console Operations & Cycle Management ................. Error! Bookmark not defined.27
       Organization ....................................................................................................... Error! Bookmark not defined.27
       Function(s) ......................................................................................................... Error! Bookmark not defined.28
       Tool(s) ................................................................................................................ Error! Bookmark not defined.29
       System(s) ............................................................................................................ Error! Bookmark not defined.29
   Other Mainframe Sites ............................................................................ Error! Bookmark not defined.32
       Data Center #3 .................................................................................................. Error! Bookmark not defined.32
       Data Center #4 .................................................................................................. Error! Bookmark not defined.32
       Remove Server Rooms ....................................................................................... Error! Bookmark not defined.32
       Remote Print Operations .................................................................................... Error! Bookmark not defined.32
MIDRANGE OPERATIONS ............................................................................ Error! Bookmark not defined.33
  Organization(s) ....................................................................................... Error! Bookmark not defined.33
  Function(s) .............................................................................................. Error! Bookmark not defined.34
  Tool(s) ..................................................................................................... Error! Bookmark not defined.36
  System(s) ................................................................................................. Error! Bookmark not defined.37
  process flow ............................................................................................ Error! Bookmark not defined.38
  current environment costs ....................................................................... Error! Bookmark not defined.39
       Staffing ............................................................................................................... Error! Bookmark not defined.39
       Floor space ......................................................................................................... Error! Bookmark not defined.40
       Software (tools) .................................................................................................. Error! Bookmark not defined.40
       Telecommunication costs dedicated to management .......................................... Error! Bookmark not defined.40
       Workstations/servers/etc. ................................................................................... Error! Bookmark not defined.40
DESKTOP MANAGEMENT ............................................................................ Error! Bookmark not defined.44
  Organization ........................................................................................... Error! Bookmark not defined.44
  Staffing .................................................................................................... Error! Bookmark not defined.44
       Internal Operations ............................................................................................. Error! Bookmark not defined.44
   Systems .................................................................................................... Error! Bookmark not defined.45
   Change Management .............................................................................. Error! Bookmark not defined.45
   Desktop Problem Management ............................................................... Error! Bookmark not defined.45
   Development Applications ...................................................................... Error! Bookmark not defined.49
   Tools ....................................................................................................... Error! Bookmark not defined.52
       Outsourced services............................................................................................ Error! Bookmark not defined.52
       Current Environment Costs ................................................................................ Error! Bookmark not defined.52
HELP DESK .............................................................................................. Error! Bookmark not defined.53
  Data Center #1 Help Desk ...................................................................... Error! Bookmark not defined.53
       Organization ....................................................................................................... Error! Bookmark not defined.53
       Operational Volumes/Capacity .......................................................................... Error! Bookmark not defined.56
       Function ............................................................................................................. Error! Bookmark not defined.57
       Tools .................................................................................................................. Error! Bookmark not defined.57
       Process Flow ...................................................................................................... Error! Bookmark not defined.58
       Call Tracking Procedures ................................................................................... Error! Bookmark not defined.66
       Management Escalation Procedures ................................................................... Error! Bookmark not defined.67
       Vendor Escalation Procedures ........................................................................... Error! Bookmark not defined.67
       Service Level Targets ......................................................................................... Error! Bookmark not defined.69
       Current Environmental Costs ............................................................................. Error! Bookmark not defined.69



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    Data Center #2 Help Desk...................................................................... Error! Bookmark not defined.70
        Organization ....................................................................................................... Error! Bookmark not defined.70
        Operational Volumes/Capacity........................................................................... Error! Bookmark not defined.71
        Function ............................................................................................................. Error! Bookmark not defined.72
        Tools................................................................................................................... Error! Bookmark not defined.72
        Process Flows ..................................................................................................... Error! Bookmark not defined.72
    Current Environmental Costs. ................................................................ Error! Bookmark not defined.75
        Staffing ............................................................................................................... Error! Bookmark not defined.75
        Floor space ......................................................................................................... Error! Bookmark not defined.75
        Software ............................................................................................................. Error! Bookmark not defined.75
        Hardware ............................................................................................................ Error! Bookmark not defined.75
    Midrange Help Desks ............................................................................. Error! Bookmark not defined.75
    Organization ........................................................................................... Error! Bookmark not defined.75
    ATM Help Desk ...................................................................................... Error! Bookmark not defined.77
        Organization ....................................................................................................... Error! Bookmark not defined.77
    CURRENT ENVIRONMENTAL COSTS ................................................. Error! Bookmark not defined.79
    Information Security Help Desk ............................................................. Error! Bookmark not defined.80
    Organization ........................................................................................... Error! Bookmark not defined.80
        Function ............................................................................................................. Error! Bookmark not defined.82
        Mainframe environment ..................................................................................... Error! Bookmark not defined.83
        Process Flows ..................................................................................................... Error! Bookmark not defined.84
        Current Environmental Costs ............................................................................. Error! Bookmark not defined.86
PROBLEM MANAGEMENT ............................................................................ Error! Bookmark not defined.87
  Organizations and Functions ................................................................. Error! Bookmark not defined.87
        Systems Assurance Division ............................................................................... Error! Bookmark not defined.87
        Process Control .................................................................................................. Error! Bookmark not defined.88
        Mainframes ......................................................................................................... Error! Bookmark not defined.90
        Item Processing .................................................................................................. Error! Bookmark not defined.93
        Print Utilities ...................................................................................................... Error! Bookmark not defined.93
        Midranges ........................................................................................................... Error! Bookmark not defined.94
        Networks ............................................................................................................ Error! Bookmark not defined.94
    Process Flows ......................................................................................... Error! Bookmark not defined.98
        mainframe problem Flow ................................................................................... Error! Bookmark not defined.98
        Midrange Problem Flow ................................................................................... Error! Bookmark not defined.103
        Network Problem Flow .................................................................................... Error! Bookmark not defined.104
        Problem Management Tools ............................................................................. Error! Bookmark not defined.105
CHANGE MANAGEMENT ............................................................................ Error! Bookmark not defined.106
  lan/wan ................................................................................................. Error! Bookmark not defined.106
        Organization(s) ................................................................................................. Error! Bookmark not defined.107
        Function(s) ....................................................................................................... Error! Bookmark not defined.107
        Tool(s) .............................................................................................................. Error! Bookmark not defined.111
        Process Flow .................................................................................................... Error! Bookmark not defined.111
    Midrange .............................................................................................. Error! Bookmark not defined.115
        Organization(s) ................................................................................................. Error! Bookmark not defined.115
        Function(s) ....................................................................................................... Error! Bookmark not defined.116
        Tools/Systems................................................................................................... Error! Bookmark not defined.118
        process flow...................................................................................................... Error! Bookmark not defined.119
    Mainframe ............................................................................................ Error! Bookmark not defined.122
        Organization(s) ................................................................................................. Error! Bookmark not defined.122
        Functions .......................................................................................................... Error! Bookmark not defined.123
        Tools/Systems................................................................................................... Error! Bookmark not defined.125
        process flow...................................................................................................... Error! Bookmark not defined.126



PROPOSED ENVIRONMENT................................................................................................................ 127
OVERVIEW ................................................................................................ Error! Bookmark not defined.127
  Organization Architecture ...................................................................................................................... 127



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  Technical Architecture ...........................................................................................................................128
  Physical / Facility Architecture ..............................................................................................................130
ORGANIZATION .............................................................................................................................................131
  Organization Option 1 ............................................................................................................................132
  Organization Option 2 ............................................................................................................................132
  Organization Option 3 ............................................................................................................................132
  Practical Considerations ........................................................................................................................133
  Organization Direction ...........................................................................................................................133
COMMAND AND CONTROL FACILITY ............................................................................................................136
  Base Building Criteria ............................................................................................................................136
  Space Programming ...............................................................................................................................137
  Facility Layout ........................................................................................................................................137
  Flexibility and expansion ........................................................................................................................138
  Design Criteria .......................................................................................................................................138
  Mechanical Systems ................................................................................................................................138
  Electronic Systems ..................................................................................................................................139
  Fire Protection ........................................................................................................................................140
  Security ...................................................................................................................................................140
  Conceptual Blueprints ............................................................................................................................140
ENTERPRISE SYSTEMS MANAGEMENT PLATFORM ........................................................................................160
  Architecture Overview ............................................................................................................................161
        Importance of Single Platform ............................................................................................................................162
        Component Required ..........................................................................................................................................162
    Technical Specifications .........................................................................................................................164
        Systems Management Platform Requirements ....................................................................................................166
    Tools .......................................................................................................................................................172
        Options Reviewed ...............................................................................................................................................172
        Solution Selected.................................................................................................................................................188
NETWORK OPERATIONS ................................................................................................................................190
  Architecture Overview ............................................................................................................................190
  Technical Specifications .........................................................................................................................192
        Network Operations Platform Requirements .......................................................................................................193
    Tools .......................................................................................................................................................194
        Options Reviewed ...............................................................................................................................................195
        Solution Selected.................................................................................................................................................198
  Organization ...........................................................................................................................................201
MAINFRAME OPERATIONS ............................................................................................................................202
  Technical Specifications .........................................................................................................................202
        Functions / Skill Sets...........................................................................................................................................203
        Tools ...................................................................................................................................................................205
MIDRANGE OPERATIONS ..............................................................................................................................207
  Architecture Overview ...........................................................................................................................209
  Technical Specifications .........................................................................................................................211
        Functions .............................................................................................................................................................212
        Tools ...................................................................................................................................................................213
        Organization ........................................................................................................................................................214
DESKTOP MANAGEMENT ..............................................................................................................................215
  Technical Specifications .........................................................................................................................215
        Functions / Skill Sets...........................................................................................................................................216
  Suggested Desktop Operations Organization .........................................................................................217
  Reviewed Products ..................................................................................................................................218
HELP DESK ...................................................................................................................................................221
  Architecture Overview ............................................................................................................................222
  Technical Specification ...........................................................................................................................223
  Process Flow...........................................................................................................................................223
        Solution Selected.................................................................................................................................................224
        Call Process Flow................................................................................................................................................224



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    Tools ....................................................................................................................................................... 225
        Options Reviewed .............................................................................................................................................. 226
        Solution Selected ................................................................................................................................................ 227
        Audio Communication Systems ......................................................................................................................... 227
    Organization ........................................................................................................................................... 229
        Solution Selected ................................................................................................................................................ 230
    Key Dependencies and External Support Required ................................................................................ 231
        Operational benefits ........................................................................................................................................... 231
        Cost/Benefit Financial Analysis ......................................................................................................................... 231
ENTERPRISE PROBLEM MANAGEMENT ......................................................................................................... 232
  Problem Management Architecture ........................................................................................................ 233
        Call Tracking ...................................................................................................................................................... 233
        Problem Tracking ............................................................................................................................................... 234
        Event Management ............................................................................................................................................. 234
        Rules Databases .................................................................................................................................................. 234
        Performance Monitoring .................................................................................................................................... 234
        Service Level Monitoring ................................................................................................................................... 235
    Organization ........................................................................................................................................... 236
        Production Control ............................................................................................................................................. 237
        Problem Management Process Analysts ............................................................................................................. 237
        Production Schedulers ........................................................................................................................................ 238
        Database Analyst ................................................................................................................................................ 238
        Research and Development ................................................................................................................................ 238
        Internal WebMaster ............................................................................................................................................ 238
        Transmission Support Specialists ....................................................................................................................... 238
    process flow ............................................................................................................................................ 239
    Tools ....................................................................................................................................................... 239
        Problem Management Products .......................................................................................................................... 240
    Command Center Web Site ..................................................................................................................... 241
        Reporting ............................................................................................................................................................ 241
        Self-help Applications ........................................................................................................................................ 241
        Future Applications ............................................................................................................................................ 241
    Cost/Benefits Analysis ............................................................................................................................ 242
        The Business View ............................................................................................................................................. 242
        Problem Avoidance ............................................................................................................................................ 242
        Self Service Problem Management ..................................................................................................................... 242
CONTINGENCY PLANNING ............................................................................................................................ 243
  Backup Command and Control Facility ................................................................................................. 243
  Disaster Recovery Procedures ............................................................................................................... 244
        Command Center Contingency Plan .................................................................................................................. 244
        Taking Control ................................................................................................................................................... 244
        Help Desk ........................................................................................................................................................... 244
SECURITY ALERTS........................................................................................................................................ 245
CHANGE MANAGEMENT ............................................................................................................................... 245
  Architecture Overview ............................................................................................................................ 245
  Change Management Option 1: ............................................................................................................ 245
  Change Management Option 2: ............................................................................................................ 245
        Organization ....................................................................................................................................................... 245
    Tools needed for all alternative solutions Reviewed .............................................................................. 246
        Tools Already in use ........................................................................................................................................... 246
    Solution Selected .................................................................................................................................... 247
        Tools Recommended .......................................................................................................................................... 247
BUSINESS UNIT TEAMS ................................................................................................................................ 248
  Business Unit Involvement Approaches.................................................................................................. 248
        Full Team Concept ............................................................................................................................................. 248
        Duty Officer Concept ......................................................................................................................................... 248
        Help Desk ........................................................................................................................................................... 248




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IMPLEMENTATION PLAN ...................................................................................................................250
FACILITIES / ORGANIZATION .........................................................................................................................251
OPEN PLATFORM ...................................................................................... Error! Bookmark not defined.252
NETWORK.....................................................................................................................................................255
MAINFRAME OPERATIONS ............................................................................................................................258
MIDRANGE ...................................................................................................................................................260
DESKTOP ......................................................................................................................................................261
HELP DESK ...................................................................................................................................................262
PROBLEM MANAGEMENT .............................................................................................................................263
CHANGE MANAGEMENT ...............................................................................................................................265



COST/BENEFIT ANALYSIS ...................................................................................................................266
COST/BENEFIT ANALYSIS .............................................................................................................................266
   Project Costs ...........................................................................................................................................266
   Capital Expenditures ..............................................................................................................................269
   Benefits - Soft ..........................................................................................................................................270
   Benefits - Hard ........................................................................................................................................272
FIVE YEAR BENEFIT ANALYSIS.....................................................................................................................275
THREE YEAR PROJECT BUDGET ...................................................................................................................280
STAFFING REQUIREMENTS ............................................................................................................................284
   Staffing Assumptions ...............................................................................................................................284
   Year 1 Staffing Requirements..................................................................................................................288
   Year 2 Staffing Requirements..................................................................................................................291
FACILITY COSTS ...........................................................................................................................................295




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COMMAND & CONTROL CENTER         IMPLEMENTATION PLANS




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