Service Transition Planning
A great deal of hard work and careful planning went into the transition of managed network services to AT&T on May 1.
Extensive customer training and walkthroughs of important processes took place throughout April. The training included:
- managed network services available through AT&T,
- registering to use the Georgia Enterprise Technology Services (GETS) portal, which provides online access to service management tools,
- registering to use OrderNow! for ordering voice and other managed network services, and
- reporting managed network service problems.
In June, additional training will be provided on invoicing for managed network services.
To reach as many people around the state as possible, training was offered through live webinars. The webinars are also available on the GTA website so they can be viewed by anyone who missed them or who participated in live training but wants to view training for a particular topic again.
A smaller group of customers was also chosen to participate with AT&T and IBM in operational readiness training. The training was designed to ensure that AT&T and IBM work together seamlessly in service areas with some degree of overlap or handoff from one provider to the other.
In addition, a great deal of internal training at AT&T is continuing to take place on processes for incident management, change management, service requests and authorizations, service desk and asset management.
Reactivating the
AT&T and GTA reactivated the
IBM and GTA first staffed the control center during the transition of IT infrastructure services. Similar procedures will be followed during the MNS transition. The center will poll agencies by conference call at set intervals throughout each day to determine whether any issues are unresolved. Executive briefings will also be held twice daily with AT&T and GTA.
The center will operate on a temporary basis to supplement current processes for resolving service issues.
Key milestones
April 1
- IBM began providing IT Infrastructure Services
- Georgia Enterprise Technology Services (GETS) portal launched with OrderNow! (service catalog) for solution requests and end-user computing equipment
April 20
- Chargeback (invoicing) for IT Infrastructure Services launches on GETS portal
May 1
- AT&T begins providing managed network services
- Voice services available through OrderNow! (service catalog) on GETS portal
June 1
- Statewide Service Desk launches with 24/7/365 coverage
- Maximo for service ticket tracking launches on GETS portal
- Point-of-service surveys begin for Statewide Service Desk
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Temporary Dip in Service Levels.ppt |
| A TPI slide depicts the temporary service level dip that often occurs with complex transitions. |