State Technology Transformation (GAIT 2010)
Latest News:
IT transformation bringing greater automation
End-user computing refresh kicks off in November
New online option now available for reporting service problems
Links to more GAIT information
IT transformation bringing greater automation
As part of the state’s technology transformation, new tools are being implemented to automate the monitoring and management of servers and end-user computers in agencies receiving their IT infrastructure services from IBM.
Dell Desktop Manager (DDM) has been installed on about 30,000 desktop PCs and laptops. With the capabilities DDM provides, the state has an enterprise approach to managing end-user computers for the first time. Ensuring greater security and consistent system configurations are among the many benefits. For example, software patches and updates can now be deployed in an automated, consistent and timely way across multiple agencies. Pop-up messages alert end users before patches and updates are downloaded, and end users are given the option to delay downloads so they can continue working. End users may receive pop-up messages to let them know an update has been completed.
DDM also makes it possible to encrypt data on desktop PCs and laptops. In addition, a technician can work on someone's computer from a remote location. It means an end user's problem can be resolved more quickly and without dispatching Field Services, which helps constrain support costs.
Meanwhile, IBM is installing several tools that gather information about servers, monitor their performance and enable them to run more efficiently. Deployment of the first set of tools is scheduled to be completed during December 2009. Here are broad descriptions of the tools and their functions:
- IBM Tivoli Monitoring - monitors servers and forwards alerts to system administrators.
- Server Resource Management - reports trending data about key server resources, such as processor, memory and disk space.
- Parity - gathers information about how an application depends on other applications and servers.
- Tivoli Configuration Management Agent - provides an inventory of software on a server.
- RemotelyAnywhere - provides secure remote control and administration for Windows-based systems.
- SMBDI - sends a ping from a central server to other servers; if a server does not respond within a specified time period, the central server alerts system administrators.
End-user computing refresh kicks off in November
The refresh of desktop PCs, laptops and network printers is set to begin on schedule in November. The Department of Revenue and the Georgia Bureau of Investigation are the first agencies slated for refresh, while planning meetings with other agencies are continuing.
The plan for upgrading end-user computers places the highest priority on equipment that's old and no longer under warranty. Other factors determining when to replace equipment include business need and age of the operating system.
Desktops and network printers will be replaced every five years and laptops every three years in agencies receiving their IT infrastructure services from IBM. On average 20 percent of desktop PCs and 33 percent of laptops will be replaced each fiscal year with refreshes taking place continuously throughout the year.
Information for developing the deployment plan came from inventories conducted last summer, agency feedback and data collected electronically.
IBM's End User Computing Team is responsible for properly disposing of the equipment being replaced in accordance with state requirements.
Keeping technology up-to-date through regular equipment refreshes is an important part of the contract with the state's service providers. The difficulty agencies face in remaining current with technology was one of the reasons for the state's transformation initiative.
To learn more, see our FAQs.
New online option now available for reporting service problems
Using a new self-service option, users of the GETS (Georgia Enterprise Technology Services) Web portal can submit service requests, also called trouble tickets, for IT and telecom issues. The option offers an alternative to calling the Consolidated Service Desk for help. In addition, users can now search online for solutions that may help bypass the need for a ticket entirely. Currently, the new self-service option is available to agencies receiving Infrastructure Services through IBM.
Making self-service work for you
You complete your own service request (ticket) and submit it online through the GETS portal using a Service Request form. The form is transmitted to the Consolidated Service Desk team, who addresses it similarly to requests they receive by phone. Detailed instructions are provided in the Self-service Quick Reference Guide.
Online answers to common problems
The self-service option also lets you search online for remedies for commonly experienced problems. You may find answers that help you overcome obstacles right away.
Getting started
You can access self-service through Maximo on the GETS portal. To begin taking advantage of the self-service option, you'll want to follow these steps:
- Pre-register for GETS portal access, if you haven't already. (See registration instructions on the Customer Training page of the GTA Web site).
- Check with your agency representative to request authorization for access to the GETS portal and Maximo.
- When these steps are completed, follow access instructions for Maximo provided in the self-service guide.
- When first-time users log in to Maximo, the password will be: password. After your first login, you may update your password to match your GETS portal password or specify another password of your choosing.
The Self-service Quick Reference Guide will also be made available on the GETS portal (Account Services > Training Documentation).
Of course, you still have the option of calling the Consolidated Service Desk at 1-877-GTA-3233 (1-877-482-3233) for help with IT and telecom concerns, just as before.
Links to more GAIT information
1.877.opinGTA for anonymous customer feedback
Our toll-free number provides customers with the option of commenting anonymously on their customer service experience and offering suggestions for improvements.
Consolidated Service Desk
The state's first consolidated, enterprise service desk launched on June 1, 2009. For the first time, GTA customers can call a single, toll-free number - 1.877.GTA.3233 (1.877.482.3233) - to receive 24/7/365 support.
Customer Satisfaction Surveys
Surveying customers to gather their opinions and impressions about service delivery will be one essential way to measure performance.
Customer Training for IT Transition and Transformation
IT Infrastructure Services - What's different
Learn how the delivery of IT infrastructure services is changing.
Learn how GTA and other agencies prepared for service transition
We approached service transition planning with the same diligence and agency involvement we applied to the assessment of state IT operations in 2007 and the procurement process in 2008.
Managed Network Services - What's different
Learn how the delivery of managed network services is changing.
Milestones in Georgia's IT Transition and Transformation
Find out what’s going to happen and when as we change the way technology supports state government.
Overview of Georgia's technology transformation
Service Catalog Quick Reference
Our Quick Reference is designed to help you understand the Service Catalog: When to use it, who may use it, what can be ordered and how requests are handled.
Service Level Agreements
Learn how we are ensuring agencies receive the services they need.
Services Guide to GETS Web Portal
Download our one-page guide so you'll always known when to call the Consolidated Service Desk and when to use the Service Catalog (OrderNow!).