ENTERPRISE TECHNOLOGY SERVICES BUSINESS PLAN

ENTERPRISE TECHNOLOGY SERVICES BUSINESS PLAN

Who We Are and What We Do

503-373-1000 @state.or.us

SECTION 1 INTRODUCTION

Table of Contents

Section 1 Introduction __________________________________________________________________________5 Overview ________________________________________________________________________________________5 Purpose and Audience __________________________________________________________________________5 Document Scope ________________________________________________________________________________5 Document Maintenance History_________________________________________________________________6

Section 2 Context and Background _____________________________________________________________7 Purpose__________________________________________________________________________________________7 Context __________________________________________________________________________________________7 Background ______________________________________________________________________________________ 7 Entrepreneurial Management and the FullCost Maturity Model (FMM) ______________________9 The Hackett Report ___________________________________________________________________________9 Common IT Service Delivery ________________________________________________________________ 10 The 2015-17 DAS Budget Note _____________________________________________________________ 11 HB 3099 _____________________________________________________________________________________ 11 Conclusion __________________________________________________________________________________ 12

Section 3 Overview of ETS and OSCIO________________________________________________________ 13 Purpose________________________________________________________________________________________ 13 OSCIO Vision and Mission_____________________________________________________________________ 13 OSCIO Sections ________________________________________________________________________________ 13 Enterprise Technology Services _____________________________________________________________ 13 Enterprise Security Office ___________________________________________________________________ 14 Strategic IT Governance _____________________________________________________________________ 14 Enterprise Shared Services __________________________________________________________________ 14 DAS Agency CIO ____________________________________________________________________________ 15 Enterprise IT Governance ______________________________________________________________________ 15 Office of the State CIO ______________________________________________________________________ 16 Enterprise Leadership Team (ELT) ___________________________________________________________ 16 Enterprise IT Governance Steering Team (EITGST) __________________________________________ 16 ETS Customer Utility Board (CUB) ___________________________________________________________ 17

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SECTION 1 INTRODUCTION

Section 4 Environmental Scan ? PEST Analysis________________________________________________ 18 Purpose________________________________________________________________________________________ 18 Political ________________________________________________________________________________________ 18 Economic ______________________________________________________________________________________ 19 Social __________________________________________________________________________________________ 19 Technological __________________________________________________________________________________ 20

Section 5 ETS Description _____________________________________________________________________ 21 Purpose________________________________________________________________________________________ 21 ETS Fundamentals _____________________________________________________________________________ 21 Continuous Service Imrpovement (CSI) and Measures ________________________________________ 22 ETS Business Ecosystem _______________________________________________________________________ 23

Section 6 Service Delivery and Customer Alignment _________________________________________ 25 Purpose________________________________________________________________________________________ 25 ETS Services Provided to Agencies ____________________________________________________________ 25 Local Network Connectivity _________________________________________________________________ 25 Statewide Network Connectivity ____________________________________________________________ 25 Storage Management _______________________________________________________________________ 25 Computer Hosting __________________________________________________________________________ 26 Secure Connections _________________________________________________________________________ 26 Enterprise E-mail ____________________________________________________________________________ 26 ETS Core Competencies _______________________________________________________________________ 26 Mainframe ? Primary Function/Core Skills __________________________________________________ 26 Intel Computing Services ? Primary Function/Core Skills ___________________________________ 27 Midrange Computing Services ? Primary Function/Core Skills _____________________________ 27 Network Services? Primary Function/Core Skills ____________________________________________ 28 Security Services? Primary Function/Core Skills ____________________________________________ 28 Storage Services? Primary Function/Core Skills_____________________________________________ 28 Enterprise E-mail ? Primary Function/Core Skills____________________________________________ 29 IT Business Services ? Primary Function/Core Skills_________________________________________ 29 Service to Core Competency Alignment ______________________________________________________ 30

Section 7 Customer Profile and Service Catalog Review ______________________________________ 31 Purpose________________________________________________________________________________________ 31

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SECTION 1 INTRODUCTION

Customer Profile _______________________________________________________________________________ 31 Service Catalog review ________________________________________________________________________ 32

IT Support Services _________________________________________________________________________ 32 Section 8 Organizational Plan_________________________________________________________________ 43

PURPOSE ______________________________________________________________________________________ 43 Organizational Structure Principles ____________________________________________________________ 43 Organization Structure and Workflow _________________________________________________________ 44

How we are organized ______________________________________________________________________ 44 Workforce Management ____________________________________________________________________ 45 Workflow Management _____________________________________________________________________ 46 Section 9 Financial Plan _______________________________________________________________________ 48 Purpose________________________________________________________________________________________ 48 Reimbursement Methodology ________________________________________________________________ 48 Financial Management ________________________________________________________________________ 48 Appendix A. Statutory Reference _____________________________________________________________ 49

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SECTION 1 INTRODUCTION

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