Grisha Alpernas from the city of Portland, Oregon gave a great presentation called "How did it happen that we did something right (without even knowing it)?" Portland centralized IT in 2001. Their old IT system (structure etc) was bad and they had to throw it out. They re-organized into three areas: the service desk (inter-active), technical services (pro-active), and technical support (re-active). In one year they reduced their staff by 17% and their managerial staff by 25%. They created SLAs with each government bureau. These SLAs were generic, plus they had bureau-specific inserts for additional services the bureau was willing to pay for. The SLAs defined fixed costs for various services; one e-mail account cost $128/year, for example. Their first-call resolution rates (calls the Help Desk could resolve) went from 20% to 80% over time. Their IT operations manager had six departments reporting to them: corporate quality, the service desk, technical support, internal project management, technical services, and production systems support. The only money they spent was for training. They certified many people, internal and external, on the ITIL foundations. They held the "Apollo 13" workshop to train their line staff. They have no CMDB. They have an Exchange calendar for their forward schedule of changes. This presentation was really good--probably the best one I attended. Individual site contributors are solely responsible for the content of this web site.
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