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Industry Day version PDF.pdf

OVERVIEW

Description
Industry Day Briefing
Original Source
Contract Opportunity
Date Originally Posted
Dec. 15, 2008, 3:17 p.m.
Type
.pdf
Size
0.16MB
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Enterprise Systems
Enterprise Systems
Operations and Maintenance
Operations and Maintenance

Industry Briefing
Industry Briefing
December 15, 2008

Welcome
Welcome

Introduction

Session Logistics

Handouts

Briefing

Questions from industry

o Must be in written form and submitted by 12-16-08

• Bettie.Hartley@psc.hhs.gov

Agenda
Agenda

Welcome

ES O&M Background and Scope

ES O&M Current Operational Model

ES O&M Strategy and Objectives

Acquisition Strategy and Objectives

Next Steps

About PSC and Enterprise Systems O&M
About PSC and Enterprise Systems O&M

Program Support Center (PSC)

Fee for service, shared-services provider

Over sixty service and product offerings

http://www.psc.gov

Enterprise Systems O&M (ES O&M)

Established September 2004

Originally established to support Unified Financial

Management System (UFMS) at HHS

Located in the HHS Parklawn building, Rockville, MD

Recently made part of PSC Information Systems

Management Services

Designated Center of Excellence for UFMS O&M

ES O&M Customers and Services
ES O&M Customers and Services

Customers

Support all UFMS customer agencies at HHS

o Financial management community at FDA, CDC, IHS, PSC and

PSC-serviced agencies1

Support HHS Consolidated Acquisition Solution (HCAS) at

select customer agencies at HHS

o Support acquisition management community at FDA and IHS
o Will add support for PSC and PSC serviced agencies February

UFMS and HCAS O&M Services

Change request and issue resolution management

o Level 3 Help Desk support

Quality Assurance

o Testing, Configuration Management, Environment/Instance

Management

Release Management and Change Management
Infrastructure Management
Site Level Support

1PSC serviced agencies include: OS, ACF, AoA, AHRQ, HRSA, and SAMHSA

Enterprise Systems O&M Mission and Values
Enterprise Systems O&M Mission and Values

Mission – “To provide our customers with

effective, efficient, reliable and transparent
operations and maintenance support for their
applications”

As a program we value:

Smooth, calm operations

Finding and implementing efficiencies

Being capable of heroics, but needing to employ them

Doing the right thing along with the expertise to know

only rarely

A business-driven approach

what the right thing is

A culture of public service

Agenda
Agenda

Welcome

ES O&M Background and Scope

ES O&M Current Operational Model

ES O&M Strategy and Objectives

Acquisition Strategy and Objectives

Next Steps

is service delivery model
AsAs--is service delivery model

Site Support

Enterprise Systems O&M

Service Management Organization

Oracle
Federal
Financials

PRISM

iProcure rpuyrPrheaO
C
ge
• Deliver application
support

• Manage customer
requests and changes

• Manage program
processes (and tools)

Highly complex organization
Highly complex organization

Vertically integrated by application

Duplication of many services across teams

Lack of a single point of contact for issues which may

cross application boundaries

Less efficient with each application added

Examples of Current Strategic Initiatives
Examples of Current Strategic Initiatives

Oracle Financials upgrade from 11.5.9 to

Deployment of HCAS for PSC and customer

i3 Implementation for Transaction Performance

11.5.10

agencies

Regression test automation

CMDB implementation

Disaster Recovery enhancements

Clone and patch automation

User provisioning automation

Current operational drivers
Current operational drivers

Recent program expansion

Added HHS Consolidated Acquisition System (HCAS)

support services in FY08

o Added three applications (PRISM, iProcurement and the OCI)

and two customers (FDA and IHS)

Will add PSC as a customer for HCAS support services

o Planned implementation in February 2009
o Includes PSC serviced agencies

Future growth

New applications
New end-users

o Agencies internal and external to HHS
New functionality to existing applications
New services

PSC Small Business contracting requirements
Agenda
Agenda

Welcome

ES O&M Background and Scope

ES O&M Current Operational Model

ES O&M Strategy and Objectives

Acquisition Strategy and Objectives

Next Steps

Transition to a new model
Transition to a new model

As program expands, need to enhance the
service delivery model so operations are:

Scalable

Manageable

Transparent

Accountable

Transitioning to enterprise shared services

Shift to providing a catalog of defined services

across applications

Focus application support on the application

Enhanced service delivery model
Enhanced service delivery model

Site Support

Enterprise Systems O&M

Service Management Organization

Oracle Application
Support

PRISM Application
Support

Other Other Other

Other

Oracle FederaliProcurement
rpuyrPrheaO
C
ge
Enterprise O&M Core Services
(O&M processes and tools)

Scale

Consolidating common O&M services
Consolidating common O&M services

Leverages core O&M services across

applications

Aligns roles to contractor competencies

Adds independent validation role within core

services for quality assurance

Scales operations more readily

Allows for “a la carte” services

Detail: Enterprise O&M Core Services
Detail: Enterprise O&M Core Services

Enterprise Systems O&M

Service Management Organization

Oracle Application
Support

PRISM Application
Support

Other

Enterprise O&M Core Services

Customer Service Center

• Change Request Management and Issue Resolution

• Testing Planning and Execution

• Environment and Instance Management

• Release Management

• Configuration Management

• Change Management

• Security Management

• Infrastructure Management
rpuyrPrheaO
C
ge
Scope of Services: Enterprise O&M Core
Scope of Services: Enterprise O&M Core

Customer Service Center

Enterprise Applications Operations

Enterprise Operations Administration

Infrastructure Management

Transition Management

Project Management

Customer Support Center services
Customer Support Center services

Serve as primary POC for all customer requests,

regardless of source or type

Triage and fulfill request

Fulfill requests directly using documented process

Assign changes and issues to appropriate O&M teams

Facilitate issue resolution across O&M teams

Record requests and monitor status

Manage performance metrics and report to

internally and to customers

Provide on-call support 24 hours, 7 days a week

Enterprise Application Operations Support
Enterprise Application Operations Support

Change request management services

Issue resolution management services

Change management services

Testing Planning and Execution

Release Management

Environment/Instance Management

Enterprise Operations Administration
Enterprise Operations Administration
Support
Support

Configuration Management

Security Management

Infrastructure Management
Infrastructure Management

Manage and monitor ES O&M infrastructure

Improve ES O&M infrastructure

Manage and maintain ES O&M tools

Core database support and issue resolution

Synchronize patches and ensure compatibility of
software and database versions across ES O&M

Project and Transition Management
Project and Transition Management

Must help implement ongoing strategic initiatives

Provides input on and helps prioritize critical

program issues

processes

Ensures all O&M teams are using ES O&M

Improves and optimizes ES O&M processes

Supports fulfillment of ad-hoc management

requests

Must transition core services by application

Minimal impact to ES O&M operations

Assume three months for transition of services

Scope of Services: Application Support
Scope of Services: Application Support

Follow program processes

Support issue resolution for Tier 3 application issues and

approved changes with 24/7 on-call

Conduct impact assessments

Troubleshoot issues

Coordinate with COTS vendor as needed

Make configuration or coding changes

Update status to Customer Service Center

Support quality assurance

Perform unit and system testing

Develop needed application scripts and scenarios

Support delivery of change management and releases

Ensure configuration integrity of application

Analyze and apply needed upgrades and patches

Achie… Show All