Incident – Based Support Model
Incident-Based Support Model
“Manage IT Applications Budget Using Incident Based Support Model”
Presenters
William Belich - Project Manager,
ObjectWin Technology, Inc.
Email: william.belich@objectwin.com
Phone: (713) 337-1820
and
Todd Kimbriel - Director of eGov. and IT Policy Division,
Texas Department of Information Resources
Email: tkimbriel@dir.texas.gov
Agenda
Incident-Based Support Model
Case Study and Summary
Software Development Lifecycle
Application Management
Provide end-to-end support solutions, combining Application Support,
Maintenance, Administration, and New Project Initiatives.
Governance
 SLA based delivery model
 Incident system based services
 Extensive program metrics to measure
and manage deliverables
 Established process to manage escalation
and changes
Resource Pool
 Large technical pool of resources
 Certifications available in related
technology
 PMI Certified Project Managers
 Experience in ITIL framework
Knowledge Management
 Client specific knowledge repository and
induction kits
 Plan for redundancy and back-filling
 Continuously updated knowledge
repository to facilitates quick
turnarounds
Information Security
 Customer data confidentiality
 Adherence to regulatory compliance
 Audit trail availability
Incident-Based Support Model
 Optimized IT service delivery
model that moves away from the
traditional time and material
model to a more flexible and
predictable pricing model.
 This is a low-cost option to
further reduce maintenance
spend while maintaining service
levels.
Incident-Based Support Approach
Roadmap to Establish Incident-Based Pricing Model
 Move towards a mature managed services model
 Make available historical application management records for 6 ~ 12 months
 Forecast of enhancement requests for 6 ~ 12 months
We work with organizations to move from a service-based model to an incidentbased model to achieve reduced costs year-on-year.
Our methodology to establish an incident-based pricing model:
Pricing Models
Service-Based Pricing
Incident-Based Pricing
 Price points for allocated service
hours
 Suitable where incident
volumes/ history is not available
 Price based on incident volume
 Suitable in mature systems with
predictable incident volume
Agenda
Incident-Based Support Model
Case Study and Summary
Case Study – Dept. of Information Resources
Industry
Government Administration
Technology Services
About DIR

Employees
201 -500
Tools
SharePoint Designer
Visual Studio 2010
Business Objects
Data Integrator
.force Platform
Environment
Share Point 2007
Windows Server 2003 R2
Oracle 10g
SQL Server 2005
Salesforce.com
DIR provides a statewide leadership role by leveraging the state’s
investment in shared technology, protecting technology assets and citizen
privacy, simplifying access to government services and information, and
promoting the innovative use of technology across Texas.
Solution

Provided on time support for their applications and websites.

Reduce cost of Ownership of existing applications.

Configured the application to accommodate changing business
requirements.

Enhanced business processes by providing automated solutions.
Value Proposition

Provided routine system process improvements.

Provided “Best Practice” solutions during maintenance and new initiatives.
Incident Classification and Prioritization
The preliminary prioritization matrix is intended to help DIR prioritize their incidents based on the value to be
gained from implementing that incident weighed against the effort to implement.
Lower
Solution Complexity
Higher
Preliminary Prioritization Matrix
Low
Effort
High
DIR Support Process Flow Diagram
Governance Highlights
 Establish incident base line based on current metrics and data
 Establish project steering committee
 Establish incident percentage for operation and maintenance
versus enhancements or projects.
 Establish periodic monitoring of incident data and SLA’s.
 Establish true-up process to adjust volume and complexity of
incidents at pre-established milestones.
DIR Implementation Process
 Identify
transition
champion
 Establish
transition plan
timeline
 Assigned
Support
Coordinator and
key SMEs for
Oracle/ Business
Objects,
Salesforce.com
and SharePoint
to DIR Support
Project.
 Document
Current DIR
Processes
 Prepare support
team to
commence
operations
 Train Process
resources
 Design and
deploy
technology and
bandwidth
 Finalize Incident
Metrics
 Perform Joint
Support to
Validate support
teams ability to
transition to sole
maintenance role
 Prepare ramp-up
schedule
 Logistics
management
 Execute support
ramp-up and
ramp-down plans
 Receive Client
Maintenance
Transition
Approval
 Monitor
activities
 Track metrics
 Map metrics to
SLA
 Perform
continuous
improvement
 Weekly/Monthly
Status Reports
Communication Channels
Diagram depicting the onsite – remote model where the onsite team and remote team
are both in constant touch with the customer using various communication tools.
Structure
DIR Delivery Management – Reports


Provided status reports on a periodic basis. Some of the reports that were
furnished as part of this engagement are shown below:
Reporting detail
Frequency
Reported By
Reported To
Status Report
Monthly
SC
DIR POC
Status Reviews
Weekly
SC
DIR POC
Delivery Scorecard
Weekly
SC
DIR POC
Some of the Key Information in the Project Status Report:

Period Covered by the Report

Submitted By

Recipients

Key Accomplishments - top accomplishments during the period covered by this report
DIR Delivery Management – Reports

Key Plans - Key Plans for next Reporting Period

Case Summary - Case numbers and scope by month

Deliverables

Risks

Issues And Concerns
Benefits

Reduced TCO- Ability to effectively utilize resources thereby driving better productivity and
utilization

Flexibility & Scalability -Ability to meet varying business demands giving economies of scale

Better Predictability of IT Spending- Plan/budget effectively based on ‘Short Term’ and ‘Long
Term’ planning

Knowledge Retention- Efficient process to help in capturing & defining knowledge base

Improved Customer Satisfaction- SLA based performance measurement

Standardized Processes- Deployment of standardized set of tools and processes across
engagements

Leverage Best Practices using ITIL Framework

Economies of Scale- Average costs fall as we grow in size

Meet Unforeseen Demands- Ability to address any unprecedented spurt in demand with
minimal cost impact

Improved Operational Excellence- Standardized set of tools/processes and
committed/agreed SLA’s
Questions?
“Manage IT Applications Budget Using Incident Based Support Model”
Presenters
William Belich - Project Manager,
ObjectWin Technology, Inc.
Email: william.belich@objectwin.com
Phone: (713) 337-1820
and
Todd Kimbriel - Director of eGov. and IT Policy Division,
Texas Department of Information Resources
Email: tkimbriel@dir.texas.gov