What is Access Management?
It serves to ensure that individuals in an organization are able to obtain and use the systems that help them do their jobs
It secures the access granted to individuals
The process runs on the information security principle of “least privilege,” which is a concept that a user should only have access to what they absolutely need to complete their responsibilities
Where are we?
All of Us now has a process in place for staff to request access to new and existing Software Applications that are necessary for their roles
This process includes receiving approval from their managers before the System Administrators grant access
This process also allows users to request access to multiple existing software applications through a single form, with an approved request automatically routed to respective System Administrators for processing
What is Quality Management (QM)?
QM is part of Continual Service Improvement (CSI)
It is the practice of ensuring and managing the quality of IT services delivered and utilized within an organization
QMs are continuous in nature, and conducted throughout the life of IT Service Management (ITSM)
Where are we?
We have set up a process to establish best practices for Software Applications to increase all-round efficiency
The first set of “Best Practices for Software Applications at All of Us” was released recently (July 2022)
What will we do as part of the internal IT Strategy?
Identify areas with the need for policies and best practices
Release “Best Practices for Software Applications at All of Us” on a quarterly basis
Create processes to establish policies and Service Level Agreements (SLAs)
Establish Key Quality Indicators (KQI) to measure, monitor and maintain the quality of IT
Set up a central Continual Improvement Register (CIR) to identify, capture and prioritize all possible opportunities to make our IT processes and systems better
What is a Service Desk?
Single point of entry between the IT organization and end users
Service desks are the “face” of IT operations for staff
They provide a centralized resource for obtaining help with IT incidents, requests or processes
Usually, they are positioned on an "easy to get to" location
What will we do as part of the internal IT Strategy?
As part of the IT strategy we would create a user-friendly All of Us Service Desk (Hub) that would direct users as needed
What is Incident Management for Software Applications?
Restoring services as quickly as possible after an incident for All of Us managed non-Awardee Software Applications (e.g., Google Suite, Slack, Tableau, etc.)
What will we do as part of the IT Strategy?
Establish a process to submit, track and manage incidents for All of Us Software Applications
Identify, develop and implement an Incident HelpDesk for All of Us Software Applications
What is Application Management?
It is responsible for managing applications throughout their lifecycle.
Application Management is continuous in nature conducted throughout the life of ITSM (IT Service Management)
Where are we?
We have established a Software inventory list that tracks All of Us applications and their information
We have established a process to evaluate software applications
What will we do as part of the IT Strategy?
Identify the areas of upkeep, patches and versions upgrades
Devise a plan to oversee and track maintenance
Set up a "Request for IT Consultation" form for end-users
Set up periodical self audit for applications at All of Us
Review and evaluate the structure and management of existing software applications managed by All of Us.
What is Change Management?
A process designed to understand and minimize risks while making IT changes.
It applies a formal process to accomplish change
Change has its own lifecycle
What will we do as part of the IT Strategy?
Set up a Change Control Board
Identify triggers for change
Set up a "Request for Change" form and a system to track changes
Implement a process for Change Planning, Change Approval, Change Implementation and then Change Closure.
What is Release Management?
Process of coordinating the movement of project into production environments where they can be consumed by end-users.
Ensure that the integrity of the live environment is protected
Ensure the correct process/objectives are released
What will we do as part of the IT Strategy?
Establish a process for scheduling, planning, and controlling software /software update release.
Set up a system to identify and inform all stakeholders of release
What is Transition Planning & Support?
It provides complete planning for the transition of enterprise services and systems.
It helps coordinate all the resources needed during a transition.
What will we do as part of the IT Strategy?
We will study the need for a "Transition Planning and Support" based on our implementation of Change Management and Release Management.
Only then will we pursue setting up Service Transition Principle and Transition Planning Templates.
What is Problem Management?
Identifying causes of incidents as well as managing workarounds and known errors. It may involve incident analysis and deep diving to get to the root-cause of the issue.
What will we do as part of the IT Strategy?
Analyze and categorize incidents to identify problems in All of Us IT environment (often times problems are not identified until incidents are analyzed)
Develop a plan to target certain areas based on priorities and feedback
Devise a schedule and put together a team to implement Problem Management
Establish a system to track problems and identify their solutions or workarounds