Open

•The baseline level of service will be implemented via  Tier Service Model, with the intention to mature and evolve as phases are released

•(#) are based on implementation of service sequence

Workshop Sessions Overview

1. Service Planning Kick off & Confirmation of Timelines

2. Review of Tier Model Matrix

3. Review of process areas:

   1. Intake Management: Access Requests, Identity Management, Service Request fulfillment, Incident Mangement, Event & Problem Management, Knowledge based.

   2. State of Good Repair: Environment Management, Release Management, Vendor Support, Performance Measurement, Availability & Capacity Management, Patch Assessment/Deployment and Technology Platform Health Check.

   3. Risk Management: Compliance, Auditing, Business Process Controls, Security & Cyber Mgt, Data Backup and Restore, Business Continuity Management & Disaster Recovery Planning

   4. Enhancement: Technical Configuration & Development, Integration, QA/Non-Prod Releases, Development Best Practice (Technology Standards), Project – Requirements - Change Management

   5. Human Resources: Hiring Plan, Resource Mgt Structure, Technical Training, People Capacity Mgt & Demand, Technology Skills Assessments, Inventory & Development plan

   6. Procurement: Vendor Management, Active Contracts (SOW & MSA), License Renewals, Post Deployment Licenses & Asset Mgt.

   7. Strategy: Technical Consultation & Planning, Enterprise Architecture & Technology Platform Roadmap

4. Confirmation of RASCI - roles and responsibilities

   1. TSD Salesforce Delivery Team

   2. TSD Triage Support Teams

   3. Divisional Administrators

5. Resource Capacity Planning

6. Governance

7. Cost Benefit Realization Schedule

8. Detail Service Enablement Schedule which includes transition from project to operations