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Meeting Minutes
Meeting
Name
Information
Date
IT Service Excellence Committee
October 8, 2010
Location
ITD Admin Conf Room- MITC
Time
Host
Facilitator
11:00 – 12:30
Kevin Martin
Tom Esposito
Participants
Donna Perchase
Jackie Doherty
Dennis McEvoy
Evelyn Hyde
Tom Blair
Nicolas Obodo
Debra Scanlon
Kevin Martin
Ron Thompson
Tom Esposito
Gerald Comeau
Synopsis of Decisions and Key Next Steps
Agenda Items – Discussion: (see the distributed presentation)
Summary: Kevin Martin thanked everyone for attending and reviewed the proposed committee objectives. The members
expressed considerable energy for this work and discussed several areas of interest. These are captured below. We
agreed to meet bi-weekly starting on 10/14 for the next month and to rotate locations. We agreed to each submit a list of
proposed objectives which we will use at the next meeting- these notes will hopefully help focus your suggestions.
1.
Meeting Objectives and group interests
Objectives of the meeting were to: share the background and review the proposed objectives for the committee. Kevin
Martin stated that his goal for the body was to enable ITD to better understand it’s customers needs better and to work
more closely with the committee to learn how he can help better serve their needs.
Each of the group shared their roles in their respective organizations and their expectations and goals for the group:
Ron Thompson: Director of ITD Operations; echoed Kevin’s message regarding understanding the customers with the
goal of providing better services to them.
Donna Perchase: Director of EHS Consolidated Helpdesk. Believes that we need to work to improve our reputation with
our customers and this committee is one of the vehicles to help us to do.
Tom Blair; EOE; Executive Office of Education/Secondary Ed, EOE; Helpdesk Supervisor. Looking to take advantage of
the shared knowledge of this group so as to better serve EOE customers. Also explained that EOE has strong interest in
adopting the new Tivoli Service Desk.
Kevin Martin; ITD Service Management Director. Looking to work much more closely with the members of this
committee and use this forum as a vehicle to better understand ITD’s customer’s needs and ultimately to help our IT
Customers meet their own customer needs. Also looking to agree upon standards, processes and policies across the
Commonwealth so that we can all work better and more effectively.
Jacquie Doherty; Exec. Office of Energy and Environmental affairs, EEA; Helpdesk Director; Looking for knowledge
sharing and setting some common processes. Also stressed improving communications between her organization, her
customers and ITD. Jacquie pointed out that many of the customers of her help desk are not only the state’s employees
but also the general public because often her applications are public facing. This means that they way that IT needs to
communicate to these customers is often going to be different than with other groups.
Dennis McEvoy: Chief of the Technical Services Bureau for Administration and Finance; one of Dennis’s roles is
managing the User Support Groups and Desktop. Would like a degree of standardization especially related to Service
Level Agreements as well as in process related areas and Key Performance Indicators (KPIs) not only at the
Commonwealth but also the Agency level.
Evelyn Hyde: Director of IT for MassDOT; MassDOT is engaged in their own consolidation of the transpiration agencies
and the merging of some services within IT. A key area is the challenge of setting benchmarks and baseline
expectations for IT services and similarly establishing SLAs within the MassDOT groups as well as with the enterprise at
large. An expectation is to engage in some of that work here especially by beginning with some common SLA baseline,
using that within the Transportation arena and then eventually building and tailoring those as needed internally.
Nicholas Obodo: Executive Office of Consumer Affairs; Director of Information Technology; Looking to find ways to
improve the use of technology to drive improved productivity, improve communications and supported needed changes
within the EOCA.
Gerald Comeau: Executive Office of Labor and Workforce Development (EOLWD); looking for basic standards to ensure
that we are all aligned and working to measure the same things and then using the common measures to help with
comparative analysis. EOLWD is starting to send out Customer Satisfaction Survey’s in conjunction with incident
resolution as part of an effort to establish a baseline of customer satisfaction. The feeling is that we may have perception
issues from a cust. sat perspective but can’t address those without first developing a baseline and understanding the
correct areas to focus on.
Deb Scanlon: EHS; Manager of the Helpdesk; echo’s Donna’s expectations of this group.
2.
Background and context
Kevin cited the IT Strategic Planning session in June which triggered this initiative across the Commonwealth.
The objective of this work is to “ensure that business is being serviced by IT, and that the customers understand and are
satisfied with their IT experience”. He emphasized ITDs support role and that it is the business that is what we are all
focused on servicing. This committee is about finding out the best ways to achieve that objective. He shared that given
the expectations around standardization that the commonwealth’s adoption of the ITIL V3 framework is an important
aspect of how we can standardize on terminology, processes and policy. He framed ITD’s role as one of being a
participant and collaborator and a learner with each member and stressed that this was in no way to be viewed as an
ITD agenda driven exercise but instead that the work of this group is what we collectively decide it to be. Whatever it is
we establish as our goals, those will need to be measurable in a way that can be reported back to the sponsoring body,
the ISB.
Kevin’s key message to the members was that all of them
are2our
customers so from that perspective ITD wishes to
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learn more about them as customers in order that we can drive those policies and procedures to meet their expectations
to be sure that they are in fact able to help their respective customers...and thus to drive consistency of IT Service
Management processes across the Commonwealth. He reviewed the proposed 3 year set of deliverables for this
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