City of Virginia Beach | ComIT Master Technology Plan (Appendix J) 1
Application Portfolio ManagementAppendix J
ComIT Master Technology Plan (Appendix J) | City of Virginia Beach2
This presentation, including any supporting materials, is owned by Gartner, Inc. and/or its affiliates and is for the sole use of the intended Gartner audience or other authorized recipients. This presentation may contain information that is confidential, proprietary or otherwise legally protected, and it may not be further copied, distributed or publicly displayed without the express written permission of Gartner, Inc. or its affiliates. © 2012 Gartner, Inc. and/or its affiliates. All rights reserved.
GARTNER CONSULTING Version #1 Engagement: 330015256
Chris Steadley Associate Director Gartner Consulting [email protected]
Application Portfolio Management Final Report 13 September 2013 Engagement Alias: 330015256
Prepared for City of Virginia Beach
City of Virginia Beach | ComIT Master Technology Plan (Appendix J) 3
Engagement: 330015256 © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 1
Agenda
■ Executive Summary
■ Assessment Approach
■ Summary Findings
■ Application-specific Improvement Projects
■ Strategic Improvement Programs
■ Recommended Gartner Research
■ Next Steps
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Applications Roadmap
Executive Summary
City of Virginia Beach | ComIT Master Technology Plan (Appendix J) 5
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ComIT engaged Gartner to understand the health of its application portfolio, and the supporting processes; a couple of widely published, proven and efficient approaches were utilized for this analysis
■ Objectives – Conduct portfolio assessment for 150-200 applications – Survey stakeholders to establish perspectives on business value and technical quality for all
applications – Prioritize improvement opportunities – Define pace layer management framework to improve prioritization, resource allocation and
deployment
■ Approach – Gartner leveraged two published, proven application portfolio assessment tools to collect and
assess data, and to derive the stated recommendations – Our TIME methodology leverages business and technical stakeholder input to provide guidance
for investment decisions. – The Pace Layer Framework is a tool that helps understand specifically what ComIT can do to
better-align with varying ideas and needs of the business
■ Performance – Over 200 stakeholders provided input on 157 applications that covered all key areas of the City’s
business functions
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Business and technical stakeholder response rate and quality were excellent, showing a portfolio that is in overall good health
■ Key findings – Departments able to self-fund application support showed higher satisfaction than others;
application quality ratings were consistent with this – Applications were deemed critical and are highly utilized but are siloed and require specialized
knowledge in order to be used efficiently – While the technical design is constraining, applications are still performing adequately – Lack of supporting infrastructure and practices for applications that support innovative ideas and
dynamic processes – Consistent with feedback from strategy workshops, ComIT does not truly support innovation –
this is demonstrated by the overall lack of ‘innovation’ systems within the portfolio – Business engagement represents the greatest area of misalignment between ComIT and the
business – ComIT lacks the internal processes and tools to manage and assess the application portfolio in a
manner that will enable the responsiveness needed to support business needs
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ComIT should engage business stakeholders to initiate improvements of applications deemed priority for further investment and integration; business engagement, technology and development lifecycle are key focus areas
Priority Applications Areas of Improvement Magic Monitor Funding, Engagement, Risk, Data, Performance, Technology, SDLC, Architecture, Analytics
Advocate (PCC, PAC, Utilities) Funding, Engagement, Risk, Data, Performance, Technology, SDLC, Architecture, Analytics
NICE Inform Funding, Engagement, Risk, Data, Performance, Technology, SDLC, Architecture
iNovah Funding, Engagement, Risk, Data, Performance, Technology, SDLC, Architecture
Business License System MF Engagement, Risk, Data, Performance, Technology, SDLC, Architecture, Analytics
ArcGIS Server – GIS Web Server/DB Server Funding, Engagement, Risk, Data, Technology, SDLC, Architecture, Analytics
Image Trend (EMS RMS) Funding, Engagement, Risk, Performance, Technology, SDLC, Architecture, Analytics
SharePoint Funding, Engagement, Risk, Data, Performance, Technology, SDLC, Analytics
PIP Funding, Engagement, Risk, Data, Performance, Technology, SDLC, Analytics
SSOs Funding, Engagement, Risk, Data, Performance, Technology, SDLC, Analytics
Extensis Portfolio Funding, Engagement, Risk, Data, Performance, Technology, SDLC, Architecture
Daily Rental (mainframe) Engagement, Risk, Data, Performance, Technology, SDLC, Architecture, Analytics
Mitchell (On Demand – Mechanics Program) Funding, Engagement, Risk, Data, Technology, SDLC, Architecture, Analytics
ACL – Audit Command Language Funding, Engagement, Risk, Performance, Technology, SDLC, Architecture, Analytics
Mercury Marine CDS Funding, Engagement, Risk, Data, Technology, SDLC, Architecture, Analytics
ProVal Engagement, Risk, Data, Technology, SDLC, Architecture, Analytics
Government Revenue Management (GRM) Funding, Engagement, Data, Performance, Technology, SDLC, Architecture
Hansen (Work Order & Parts Inventory) Funding, Engagement, Data, Performance, Technology, SDLC, Architecture
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The following strategic initiatives have been identified and should be incorporated into ComIT’s overall strategic roadmap
■ ComIT has an opportunity to achieve and deliver improved customer service, operational efficiency and financial benefits internally and to the City overall through more effective application portfolio management.
■ These benefits can be realized by embarking on the following strategic programs:
Improvement Program
Customer Service Financial Operational Efficiency
Improve release management
Mature APM capabilities
Investigate “best fit” management practices
Improve stakeholder engagement
Establish flexible architecture
Establish innovation framework
Major benefit
Moderate benefit
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ComIT should leverage the current momentum built up by preparing for its next round of application assessments, understanding ROI of strategic programs and engaging the business on tactical initiatives
■ Incorporate these findings and recommendations into the ComIT strategic planning exercise
■ Complete validation of assessment results; consider soliciting input from additional stakeholders in areas where participation was limited
■ Engage the business to understand and develop business cases for investments in the top 20 priority applications
■ Identify participants for remaining critical business and IT applications that need to be assessed
■ Further explore strategic initiatives to understand effort, costs, benefit and prioritization
■ Leverage recommended Gartner research to assist with development of management models, business engagement, release management, APM maturity and governance
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Applications Roadmap
Assessment Approach
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Gartner leveraged a two-pronged approach to learn perceptions and improvements opportunities related to the City’s key business applications
■ Objectives – Conduct portfolio assessment for 150-200 applications – Survey stakeholders to establish perspectives on business value and technical quality for all
applications – Prioritize improvement opportunities – Define pace layer management framework to improve prioritization, resource allocation and
deployment
■ Approach – Leverage business value and technical perceptions to provide guidance on future investment
guidance for key applications – Understand business process ‘rate of change’ to inform how applications can be better managed to
meet the City’s objectives
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The City decided upon an assessment scope focused on Administration and Operations applications while including key Constituent-impacting applications
Del
iver
City
Ser
vice
s (*
$4.4
M)
Run
The
City
(*
$3.1
M)
Shaded functions represent 157 total in-scope applications. Numbers within functions indicate (in-scope/total) applications These applications were chosen to ensure breadth and inclusion of all the City’s critical
applications
External Group Engagement
(3/11)
Regional Government (0/1) Volunteers (0/2) Private Sector
(3/3) Central
Government (0/5)
Constituent Engagement
(3/14)
Self-Service (1/8) Call Centers (0/1) Face-to-Face (2/5)
Constituent Services (57/172)
Health (0/0) Social Services (1/23) Education (3/17) Public Safety
(27/69) Courts (2/17)
Transportation (0/2)
Parks & Recreation (1/8)
Waste & Environment
Management (0/2) Utilities (15/25) Licenses &
Permits (6/6)
City Operations
(89/678)
Information Technology (11/527)
Human Resources (15/24)
Financial Administration
(8/14)
Governance, Risk & Comp (4/6)
Budgeting (1/1) Procurement (2/2)
Tax and Revenue Management (2/6)
Program & Project Management (2/3)
Asset Management (20/29)
Collections Management (3/8)
Government Shared Services
(0/0) Intelligence &
Analytics (21/47)
City Administration
(5/11)
Revenue Generation (1/4)
Legislation & Regulations (4/5)
Intra-Government Communications
(0/0) City Planning (0/2)
Housing & Development (2/2)
Agriculture (0/1)
*projected FY13 – FY20 spend based on TIMPS
Full in-scope (in-scope/total)
Partial in-scope (in-scope/total)
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ComIT solicited input from business and technical stakeholders, and received a tremendous level of response
■ Surveyed over 200 participants from various departments and ComIT
■ 97% completion rate
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The TIME methodology leverages perceived business and technical value to guide portfolio investment decisions
■ The City’s modernization strategy should drive asset inventories to a "right" mix of performance and investment.
■ A portfolio assessment seeks to help identify ways improve the balance of the application portfolio by optimizing the trade-offs available in business value, technical effectiveness, and cost / risk.
■ Planning around high-level categories like tolerate, invest, migrate and eliminate (TIME) is a key step in investment prioritization.
■ Gartner has developed an objective and meaningful framework to assess and measure applications in an organization’s portfolio.
High
High
Low Business Contribution
Tech
nica
l Con
ditio
n High
Tolerate (Reevaluate /
Reposition Asset)
Invest (Maintain / Evolve
Asset)
Eliminate (Retire / Consolidate
Asset)
Migrate (Reengineer /
Modernize Asset)
TIME Quadrant
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The guidance provided by TIME provides a starting point for further action to take for individual and groups of applications
■ Tolerate: – High Technical Condition / Low Business Contribution; – Applications deliver good business value and the IT group is “putting up with them” for various reasons; – Integration with others systems make these more tolerable; – Major investments should be supported by strong business cases
■ Invest / Invigorate / Integrate: – High Business Contribution / High Technical Condition; – Effort and money should be spent to maintain the currency of these applications; – Opportunities should be assessed to expand the functional footprint of the application.
■ Migrate / Modernize / Remediate: – High Business Contribution / Low Technical Condition; – Technical, people and/or information difficulties make these tough, yet important, to maintain; – Initiatives should be aimed at cost and risk reduction
■ Eliminate: – Low Business Contribution / Low Technical Condition.; – Often have high support costs and cause pain for the organization; – These applications generally need immediate priority for remediation
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The Pace Layer Management framework aims to resolve the contention between differing business and IT objectives through tiered management
■ Problem: – Business leaders looking for modern, easy-to-use application that can be quickly deployed to solve specific
problem or response to a market opportunity – IT organization is typically working toward a strategic goal of standardizing on a limited set of comprehensive
application suites in order to minimize integration issues, maximize security and reduce IT costs
■ Result: Strategic misalignment
■ Solution: Establish a new strategy for business applications that responds to the desire of the business to use technology to establish sustainable differentiation and drive innovative new processes, while still providing a secure and cost-effective environment to support core business processes
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Each layer within the framework supports different business objectives with varying governance and lifecycle management approaches
The Pace Layers
■ Key is to work with the business to understand the pace of change and degree of uncertainty around specific processes and then map that to the application strategy; this will allow IT to apply the appropriate technical concepts, governance, and life cycle management accommodate the various rates of change
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Applications Roadmap
Summary Findings
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The scope of applications assessed indicate a portfolio that is overall in good health and in need of additional investment, a finding consistent with direct feedback from the Departments
Business Technical
Average 3.47 3.20
Median 3.46 3.22
Mode 3.83 4.56
Summary Scores
■ Takeaway: the portfolio is in fair/good overall health – Overall, this is positive
portfolio feedback: in the aggregate, everyone is generally satisfied
– Only tactical change is needed --- no evidence of “rip and replace”
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Satisfaction was particularly high in areas of self-fund application support while those with minimal funds perceived their applications differently
■ Top Functions*: – Budgeting – Utilities – Face to Face – Self Service – Education
■ Bottom Functions*: – Legislation & Regulations – Revenue Generation – Housing & Development – Public Safety – Program and Project
Management
*The combination of business and technical value ratings were used to determine the top and bottom functions
City of Virginia Beach | ComIT Master Technology Plan (Appendix J) 21
Engagement: 330015256 © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 19
012345
Effectiveness
Relevance
Productivity
Complexity
Criticality
Utilization
Usability
Information
Security
Integration
Resilience
Satisfaction
Business Value Indicators
(All)
(All)
From a business value perspective, applications were deemed critical and highly used across the portfolio but are siloed and require specialized knowledge for efficient use
■ High indicators – Utilization - 70% use application on
routine and constant basis – Criticality - 63% believe application is
critical or mission critical – Security - 62% believe application
security is strong or optimized
■ Low indicators – Complexity - 25% feel the application is
complex or very complex – Relevance - 19% feel the application is
somewhat relevant or irrelevant – Integration - 18% feel that integration is
manual or disconnected
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012345
Standards
Software
Hardware
Extensibility
ScalabilityPerformance
Integration
Security
Recovery
Technical Value Indicators
(All)
(All)
Technically, applications are found to be performing adequately but the technical design is constraining
■ High indicators – Performance - 89% believe application
meets, surpasses or exceeds service levels – Security - 85% believe application security is
sufficient, strong, or optimized – Hardware - 76% believe hardware is recent,
current or leading
■ Low indicators – Scalability - 28% believe application is rigid
or somewhat scalable – Extensibility - 28% believe application is
somewhat configurable or programmatic – Integration - 21% believe application is
disconnected or manual
City of Virginia Beach | ComIT Master Technology Plan (Appendix J) 23
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Applications are largely robust and stable while also supporting the business’ claim about the lack of innovation enablement
■ The City’s portfolio heavily leans toward applications with low to moderate rates of changes – Stable Business Processes – Waterfall SDLC – Capital Investment Processes – Reporting
Systems of Record
69% of Portfolio
Systems of Differentiation
26%
Systems of Innovation 5%
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Managerial alignment with actual rates of change is critical to ensuring proper support, service levels and cost efficiencies
■ What is alignment? – The degree to which the way the application is managed today aligns with its designated pace layer / stated rate of
change
■ Alignment Factors – Business
• Funding - the type of model used to fund application changes: CIP, planned or discretionary operating budget
• Engagement – how business sponsors, stakeholders and users engage in managing applications: formal process, Advisory Board or high business interaction
• Risk – tolerance for delivery risk for applications: averse, tolerate or risk-taking
• Data – rigor with which information is managed: formal, structured or unstructured
• Competitiveness – degree to which application contributes to City mission: basic back office, sustain or enhance mission performance
– Technology • Technology – lifecycle of supporting technologies: mature, modern or leading-edge
• SDLC – type of development methodology used to maintain application: waterfall, hybrid agile / waterfall, or agile / scrum
• Architecture – maturity level of application management: perfective, optimization-focused or responsive
• Analytics – type of analytics performed by application: historical, business planning, or predictive
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When assessing the portfolio in terms of misalignment, we see that ComIT is implementing a one-size-fits-all application management model
■ Although most of the City’s applications are characterized as Systems of Record, the majority of the portfolio are being managed as Systems of Differentiation
■ The ‘over management’ of Systems of Record may be resulting in increased operational costs
■ As a more customer-focused, business-enabling organization, ComIT will need to facilitate greater innovation and the appropriate supporting processes
Systems of Record
69% of Portfolio
Systems of Differentiation
26%
Systems of Innovation 5%
Systems of Record
15%
Systems of Differentiation
83% of Portfolio
Systems of Innovation 2%
Pace Layers: Stated vs. Managed-As
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Applications Roadmap
Application-specific Improvement Projects
City of Virginia Beach | ComIT Master Technology Plan (Appendix J) 27
Engagement: 330015256 © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 25
Application Dashboard Action: Migrate Magic Monitor Pace: Record
Level 0: City Operations Level 1: Intelligence/Analytics Criticality: Essential COTS Vendor: Cassidian (custom) Architecture: Two-Tier Client/Server User Interface: Thick/Rich Client Operating System: Microsoft Windows Database: MySQL Hosting: On-Premises Operations: ComIT
Record
Differentiation
Innovation
Magic Monitor
012345
Standards
Software
Hardware
Extensibility
ScalabilityPerformance
Integration
Security
Recovery
Technical Value Indicators
012345
Effectiveness
Relevance
Productivity
Complexity
Criticality
UtilizationUsability
Information
Security
Integration
Resilience
Satisfaction
Business Value Indicators
Management Actions
Funding Further stabilize funding; incorporate into annual investment process
Engagement Formalize stakeholder engagement
Risk Manage via formal risk management process
Data Institute disciplined data management practices
Performance Enable to support back-office needs
Technology Move to platform comprised of highly matured infrastructure
SDLC Manage via waterfall methodology
Architecture Optimize non-functional requirements
Analytics Leverage for historical reporting
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Engagement: 330015256 © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 26
Application Dashboard Action: Invest Advocate-PCC Pace: Record
Level 0: City Administration Level 1: Legislation & Regulations Criticality: Essential COTS Vendor: n/a Architecture: n/a User Interface: n/a Operating System: n/a Database: n/a Hosting: n/a Operations: n/a
Record
Differentiation
Innovation
Advocate-PCC
012345
Effectiveness
Relevance
Productivity
Complexity
Criticality
UtilizationUsability
Information
Security
Integration
Resilience
Satisfaction
Business Value Indicators
012345
Standards
Software
Hardware
Extensibility
ScalabilityPerformance
Integration
Security
Recovery
Technical Value Indicators
Management Actions
Funding Further stabilize funding; incorporate into annual investment process
Engagement Formalize stakeholder engagement
Risk Manage via formal risk management process
Data Institute disciplined data management practices
Performance Enable to support back-office needs
Technology Move to platform comprised of highly matured infrastructure
SDLC Manage via waterfall methodology
Architecture Optimize non-functional requirements
Analytics Leverage for historical reporting
City of Virginia Beach | ComIT Master Technology Plan (Appendix J) 29
Engagement: 330015256 © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 27
Application Dashboard Action: Invest Advocate-PAM Pace: Record
Level 0: City Administration Level 1: Legislation & Regulations Criticality: Essential COTS Vendor: n/a Architecture: n/a User Interface: n/a Operating System: n/a Database: n/a Hosting: n/a Operations: n/a
Record
Differentiation
Innovation
Advocate-PAM
012345
Effectiveness
Relevance
Productivity
Complexity
Criticality
UtilizationUsability
Information
Security
Integration
Resilience
Satisfaction
Business Value Indicators
012345
Standards
Software
Hardware
Extensibility
ScalabilityPerformance
Integration
Security
Recovery
Technical Value Indicators
Management Actions
Funding Further stabilize funding; incorporate into annual investment process
Engagement Formalize stakeholder engagement
Risk Manage via formal risk management process
Data Institute disciplined data management practices
Performance Enable to support back-office needs
Technology Move to platform comprised of highly matured infrastructure
SDLC Manage via waterfall methodology
Architecture Optimize non-functional requirements
Analytics Leverage for historical reporting
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Engagement: 330015256 © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 28
Application Dashboard Action: Invest Advocate-Utilities Pace: Record
Level 0: City Administration Level 1: Legislation & Regulations Criticality: Essential COTS Vendor: n/a Architecture: n/a User Interface: n/a Operating System: n/a Database: n/a Hosting: n/a Operations: n/a
Record
Differentiation
Innovation
Advocate-Utilities
012345
Standards
Software
Hardware
Extensibility
ScalabilityPerformance
Integration
Security
Recovery
Technical Value Indicators
012345
Effectiveness
Relevance
Productivity
Complexity
Criticality
UtilizationUsability
Information
Security
Integration
Resilience
Satisfaction
Business Value Indicators
Management Actions
Funding Further stabilize funding; incorporate into annual investment process
Engagement Formalize stakeholder engagement
Risk Manage via formal risk management process
Data Institute disciplined data management practices
Performance Enable to support back-office needs
Technology Move to platform comprised of highly matured infrastructure
SDLC Manage via waterfall methodology
Architecture Optimize non-functional requirements
Analytics Leverage for historical reporting
City of Virginia Beach | ComIT Master Technology Plan (Appendix J) 31
Engagement: 330015256 © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 29
Application Dashboard Action: Invest NICE Inform Pace: Record
Level 0: Constituent Services Level 1: Public Safety Criticality: Essential COTS Vendor: Architecture: One-Tier / Monolithic User Interface: Thick/Rich Client Operating System: Other Database: n/a Hosting: On-Premises Operations: ComIT
Record
Differentiation
Innovation
NICE Inform
012345
Effectiveness
Relevance
Productivity
Complexity
Criticality
UtilizationUsability
Information
Security
Integration
Resilience
Satisfaction
Business Value Indicators
012345
Standards
Software
Hardware
Extensibility
ScalabilityPerformance
Integration
Security
Recovery
Technical Value Indicators
Management Actions
Funding Further stabilize funding; incorporate into annual investment process
Engagement Further formalize engagement of IT and business stakeholders
Risk Manage via formal risk management process
Data Institute disciplined data management practices
Performance Enable to support back-office needs
Technology Move to platform comprised of highly matured infrastructure
SDLC Manage via waterfall methodology
Architecture Optimize non-functional requirements
Analytics n/a
ComIT Master Technology Plan (Appendix J) | City of Virginia Beach32
Engagement: 330015256 © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 30
Application Dashboard Action: Migrate iNovah Pace: Record
Level 0: City Operations Level 1: Tax and Revenue Administration Criticality: Mission Critical COTS Vendor: System Innovators (custom) Architecture: Three-Tier Component-Based User Interface: Thick Client & Web Browser Operating System: Microsoft Windows Database: SQL Hosting: On-Premises Operations: ComIT
Record
Differentiation
Innovation
iNovah
012345
Effectiveness
Relevance
Productivity
Complexity
Criticality
UtilizationUsability
Information
Security
Integration
Resilience
Satisfaction
Business Value Indicators
012345
Standards
Software
Hardware
Extensibility
ScalabilityPerformance
Integration
Security
Recovery
Technical Value Indicators
Management Actions
Funding Further stabilize funding; incorporate into annual investment process
Engagement Further formalize engagement of IT and business stakeholders
Risk Manage via formal risk management process
Data Institute disciplined data management practices
Performance Enable to support back-office needs
Technology Move to platform comprised of highly matured infrastructure
SDLC Manage via waterfall methodology
Architecture Optimize non-functional requirements
Analytics n/a
City of Virginia Beach | ComIT Master Technology Plan (Appendix J) 33
Engagement: 330015256 © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 31
Application Dashboard Action: Migrate Business License System MF Pace: Innovation
Level 0: Constituent Services Level 1: Licenses & Permits Criticality: Mission Critical COTS Vendor: n/a (custom) Architecture: One-Tier / Monolithic User Interface: CICS Operating System: OS390 Database: VSAM Hosting: External Hosting Provider Operations: External Hosting Provider
Record
Differentiation
Innovation
Business License System MF
012345
Effectiveness
Relevance
Productivity
Complexity
Criticality
UtilizationUsability
Information
Security
Integration
Resilience
Satisfaction
Business Value Indicators
012345
Standards
Software
Hardware
Extensibility
ScalabilityPerformance
Integration
Security
Recovery
Technical Value Indicators
Management Actions
Funding n/a
Engagement Enable business to self-manage application
Risk Encourage risk-taking with minimal management and mitigation
Data Focus on data capture, less on management practices
Performance Enable to support new ideas and trends
Technology Move to platform comprised of emerging infrastructure
SDLC Leverage agile / scrum methodologies
Architecture Deliver on functional requirements; focus less on optimization
Analytics Leverage for trend and behavior analysis
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Engagement: 330015256 © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 32
Application Dashboard Action: Invest ArcGIS Server – GIS Web Server/DB Server Pace: Innovation
Level 0: City Operations Level 1: Information Technology Criticality: Essential COTS Vendor: ESRI (unmodified COTS) Architecture: N-Tier Service-Oriented User Interface: Service Interface Operating System: Microsoft Windows Database: SQL, Oracle Hosting: On-Premises Operations: ComIT
Record
Differentiation
Innovation
ArcGIS Server
012345
Effectiveness
Relevance
Productivity
Complexity
Criticality
UtilizationUsability
Information
Security
Integration
Resilience
Satisfaction
Business Value Indicators
012345
Standards
Software
Hardware
Extensibility
ScalabilityPerformance
Integration
Security
Recovery
Technical Value Indicators
Management Actions
Funding Create and leverage flexible funding stream; remove from annual investment process
Engagement Enable business to self-manage application
Risk Encourage risk-taking with minimal management and mitigation
Data Focus on data capture, less on management practices
Performance n/a
Technology Move to platform comprised of emerging infrastructure
SDLC Leverage agile / scrum methodologies
Architecture Deliver on functional requirements; focus less on optimization
Analytics Leverage for trend and behavior analysis
City of Virginia Beach | ComIT Master Technology Plan (Appendix J) 35
Engagement: 330015256 © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 33
Application Dashboard Action: Invest Image Trend (EMS RMS) Pace: Record
Level 0: Constituent Services Level 1: Public Safety Criticality: Essential COTS Vendor: Image Trend (custom) Architecture: Other User Interface: Web Browser-Based Operating System: Other Database: Other Hosting: Software Vendor Operations: Software Vendor
Record
Differentiation
Innovation
Image Trend
012345
Effectiveness
Relevance
Productivity
Complexity
Criticality
UtilizationUsability
Information
Security
Integration
Resilience
Satisfaction
Business Value Indicators
012345
Standards
Software
Hardware
Extensibility
ScalabilityPerformance
Integration
Security
Recovery
Technical Value Indicators
Management Actions
Funding Further stabilize funding; incorporate into annual investment process
Engagement Formalize stakeholder engagement
Risk Manage via formal risk management process
Data n/a
Performance Enable to support back-office needs
Technology Move to platform comprised of highly matured infrastructure
SDLC Manage via waterfall methodology
Architecture Optimize non-functional requirements
Analytics Leverage for historical reporting
ComIT Master Technology Plan (Appendix J) | City of Virginia Beach36
Engagement: 330015256 © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 34
Application Dashboard Action: Invest SharePoint Pace: Record
Level 0: City Operations Level 1: Information Technology Criticality: Essential COTS Vendor: Microsoft (unmodified COTS) Architecture: Three-Tier Component-Based User Interface: Web Browser-Based Operating System: Microsoft Windows Database: SQL Hosting: On-Premises Operations: ComIT
Record
Differentiation
Innovation
SharePoint
012345
Effectiveness
Relevance
Productivity
Complexity
Criticality
UtilizationUsability
Information
Security
Integration
Resilience
Satisfaction
Business Value Indicators
012345
Standards
Software
Hardware
Extensibility
ScalabilityPerformance
Integration
Security
Recovery
Technical Value Indicators
Management Actions
Funding Further stabilize funding; incorporate into annual investment process
Engagement Formalize stakeholder engagement
Risk Manage via formal risk management process
Data Institute disciplined data management practices
Performance Enable to support back-office needs
Technology Move to platform comprised of highly matured infrastructure
SDLC Manage via waterfall methodology
Architecture n/a
Analytics Leverage for historical reporting
City of Virginia Beach | ComIT Master Technology Plan (Appendix J) 37
Engagement: 330015256 © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 35
Application Dashboard Action: Invest PIP Pace: Record
Level 0: Constituent Services Level 1: Licenses & Permits Criticality: Essential COTS Vendor: n/a (custom) Architecture: Web User Interface: Web Browser-Based Operating System: Microsoft Windows Database: SQL Hosting: On-Premises Operations: ComIT
Record
Differentiation
Innovation
PIP
012345
Effectiveness
Relevance
Productivity
Complexity
Criticality
UtilizationUsability
Information
Security
Integration
Resilience
Satisfaction
Business Value Indicators
012345
Standards
Software
Hardware
Extensibility
ScalabilityPerformance
Integration
Security
Recovery
Technical Value Indicators
Management Actions
Funding Stabilize funding; incorporate into annual investment process
Engagement Formalize stakeholder engagement
Risk Manage via formal risk management process
Data Institute disciplined data management practices
Performance Enable to support back-office needs
Technology Move to platform comprised of highly matured infrastructure
SDLC Manage via waterfall methodology
Architecture n/a
Analytics Leverage for planning and budget analysis
ComIT Master Technology Plan (Appendix J) | City of Virginia Beach38
Engagement: 330015256 © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 36
Application Dashboard Action: Invest SSOs Pace: Record
Level 0: Constituent Services Level 1: Utilities Criticality: Essential COTS Vendor: n/a (custom) Architecture: Web User Interface: Web Browser-Based Operating System: Microsoft Windows Database: SQL Hosting: On-Premises Operations: ComIT
Record
Differentiation
Innovation
SSOs
012345
Effectiveness
Relevance
Productivity
Complexity
Criticality
UtilizationUsability
Information
Security
Integration
Resilience
Satisfaction
Business Value Indicators
012345
Standards
Software
Hardware
Extensibility
ScalabilityPerformance
Integration
Security
Recovery
Technical Value Indicators
Management Actions
Funding Stabilize funding; incorporate into annual investment process
Engagement Formalize stakeholder engagement
Risk Manage via formal risk management process
Data Institute disciplined data management practices
Performance Enable to support back-office needs
Technology Move to platform comprised of highly matured infrastructure
SDLC Manage via waterfall methodology
Architecture n/a
Analytics Leverage for historical reporting
City of Virginia Beach | ComIT Master Technology Plan (Appendix J) 39
Engagement: 330015256 © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 37
Application Dashboard Action: Invest Extensis Portfolio Pace: Record
Level 0: City Operations Level 1: Asset Management Criticality: Essential COTS Vendor: n/a Architecture: n/a User Interface: n/a Operating System: n/a Database: n/a Hosting: n/a Operations: n/a
Record
Differentiation
Innovation
Extensis Portfolio
012345
Effectiveness
Relevance
Productivity
Complexity
Criticality
UtilizationUsability
Information
Security
Integration
Resilience
Satisfaction
Business Value Indicators
012345
Standards
Software
Hardware
Extensibility
ScalabilityPerformance
Integration
Security
Recovery
Technical Value Indicators
Management Actions
Funding Stabilize funding; incorporate into annual investment process
Engagement Formalize stakeholder engagement
Risk Manage via formal risk management process
Data Institute disciplined data management practices
Performance Enable to support back-office needs
Technology Move to platform comprised of highly matured infrastructure
SDLC Manage via waterfall methodology
Architecture Optimize non-functional requirements
Analytics n/a
ComIT Master Technology Plan (Appendix J) | City of Virginia Beach40
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Application Dashboard Action: Migrate Daily Rental (mainframe) Pace: Innovation
Level 0: City Administration Level 1: Revenue Generation Criticality: Mission Critical COTS Vendor: n/a (custom) Architecture: One-Tier / Monolithic User Interface: CICS Operating System: OS390 Database: VSAM Hosting: External Hosting Provider Operations: External Hosting Provider
Record
Differentiation
Innovation
Extensis Portfolio
Daily Rental
012345
Effectiveness
Relevance
Productivity
Complexity
Criticality
UtilizationUsability
Information
Security
Integration
Resilience
Satisfaction
Business Value Indicators
012345
Standards
Software
Hardware
Extensibility
ScalabilityPerformance
Integration
Security
Recovery
Technical Value Indicators
Management Actions
Funding n/a
Engagement Enable business to self-manage application
Risk Encourage risk-taking with minimal management and mitigation
Data Focus on data capture, less on management practices
Performance Enable to support new ideas and trends
Technology Move to platform comprised of emerging infrastructure
SDLC Leverage agile / scrum methodologies
Architecture Deliver on functional requirements; focus less on optimization
Analytics Leverage for trend and behavior analysis
City of Virginia Beach | ComIT Master Technology Plan (Appendix J) 41
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Application Dashboard Action: Invest Mitchell (On Demand – Mechanics Program) Pace: Record
Level 0: City Operations Level 1: Asset Management Criticality: Essential COTS Vendor: n/a Architecture: n/a User Interface: n/a Operating System: n/a Database: n/a Hosting: n/a Operations: n/a
Record
Differentiation
Innovation
Mitchell
012345
Effectiveness
Relevance
Productivity
Complexity
Criticality
UtilizationUsability
Information
Security
Integration
Resilience
Satisfaction
Business Value Indicators
012345
Standards
Software
Hardware
Extensibility
ScalabilityPerformance
Integration
Security
Recovery
Technical Value Indicators
Management Actions
Funding Further stabilize funding; incorporate into annual investment process
Engagement Formalize stakeholder engagement
Risk Manage and mitigate risks as part of formal risk management process
Data Institute disciplined data management practices
Performance n/a
Technology Enable to support back-office needs
SDLC Move to platform comprised of highly matured infrastructure
Architecture Optimize non-functional requirements
Analytics Leverage for historical reporting
ComIT Master Technology Plan (Appendix J) | City of Virginia Beach42
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Application Dashboard Action: Invest ACL – Audit Command Language Pace: Record
Level 0: City Operations Level 1: Governance, Risk & Compliance Criticality: Essential COTS Vendor: n/a Architecture: n/a User Interface: n/a Operating System: n/a Database: n/a Hosting: n/a Operations: n/a
Record
Differentiation
Innovation
ACL
012345
Effectiveness
Relevance
Productivity
Complexity
Criticality
UtilizationUsability
Information
Security
Integration
Resilience
Satisfaction
Business Value Indicators
012345
Standards
Software
Hardware
Extensibility
ScalabilityPerformance
Integration
Security
Recovery
Technical Value Indicators
Management Actions
Funding Further stabilize funding; incorporate into annual investment process
Engagement Formalize stakeholder engagement
Risk Manage via formal risk management process
Data n/a
Performance Enable to support back-office needs
Technology Move to platform comprised of highly matured infrastructure
SDLC Manage via waterfall methodology
Architecture Optimize functional and non-functional performance
Analytics Leverage for historical reporting
City of Virginia Beach | ComIT Master Technology Plan (Appendix J) 43
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Application Dashboard Action: Invest Mercury Marine CDS Pace: Record
Level 0: City Operations Level 1: Asset Management Criticality: Essential COTS Vendor: n/a Architecture: n/a User Interface: n/a Operating System: n/a Database: n/a Hosting: n/a Operations: n/a
Record
Differentiation
Innovation
Mercury Marine CDS
012345
Effectiveness
Relevance
Productivity
Complexity
Criticality
UtilizationUsability
Information
Security
Integration
Resilience
Satisfaction
Business Value Indicators
012345
Standards
Software
Hardware
Extensibility
ScalabilityPerformance
Integration
Security
Recovery
Technical Value Indicators
Management Actions
Funding Further stabilize funding; incorporate into annual investment process
Engagement Formalize stakeholder engagement
Risk Manage and mitigate risks as part of formal risk management process
Data Institute disciplined data management practices
Performance n/a
Technology Move to platform comprised of highly matured infrastructure
SDLC Manage via waterfall methodology
Architecture Optimize non-functional requirements
Analytics Leverage for historical reporting
ComIT Master Technology Plan (Appendix J) | City of Virginia Beach44
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Application Dashboard Action: Invest ProVal Pace: Differentiation
Level 0: Constituent Services Level 1: Utilities Criticality: Essential COTS Vendor: n/a (Partially Modified COTS ) Architecture: Two-Tier Client/Server User Interface: Thick/Rich Client Operating System: Microsoft Windows Database: SQL Hosting: On-Premises Operations: ComIT
Record
Differentiation
Innovation
ProVal
012345
Effectiveness
Relevance
Productivity
Complexity
Criticality
UtilizationUsability
Information
Security
Integration
Resilience
Satisfaction
Business Value Indicators
012345
Standards
Software
Hardware
Extensibility
ScalabilityPerformance
Integration
Security
Recovery
Technical Value Indicators
Management Actions
Funding n/a
Engagement Explore use of Advisory Board-type model; lessen degree of formality
Risk Less formal process; manage and mitigate risks on case-by-case basis
Data Less formal management; focus primarily on quality
Performance n/a
Technology Move to platform comprised of less mature infrastructure
SDLC Incorporate aspects of agile methodology
Architecture Optimize functional performance
Analytics Leverage for planning and budget analysis
City of Virginia Beach | ComIT Master Technology Plan (Appendix J) 45
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Application Dashboard Action: Invest Government Revenue Management (GRM) Pace: Record
Level 0: City Operations Level 1: Tax and Revenue Management Criticality: Mission Critical COTS Vendor: n/a (Partially Modified COTS ) Architecture: Two-Tier Client/Server User Interface: Web Browser-Based Operating System: Microsoft Windows Database: SQL Hosting: On-Premises Operations: Software Vendor
Record
Differentiation
Innovation
GRM
012345
Effectiveness
Relevance
Productivity
Complexity
Criticality
UtilizationUsability
Information
Security
Integration
Resilience
Satisfaction
Business Value Indicators
012345
Standards
Software
Hardware
Extensibility
ScalabilityPerformance
Integration
Security
Recovery
Technical Value Indicators
Management Actions
Funding Further stabilize funding; incorporate into annual investment process
Engagement Further formalize engagement of IT and business stakeholders
Risk n/a
Data Institute disciplined data management practices
Performance Enable to support back-office needs
Technology Move to platform comprised of highly matured infrastructure
SDLC Manage via waterfall methodology
Architecture Optimize functional and non-functional performance
Analytics n/a
ComIT Master Technology Plan (Appendix J) | City of Virginia Beach46
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Application Dashboard Action: Migrate Hansen (Work Order & Parts Inventory) Pace: Record
Level 0: Constituent Services Level 1: Utilities Criticality: Essential COTS Vendor: Infor Hansen (Partially Modified) Architecture: Two-Tier Client/Server User Interface: Web Browser-Based Operating System: Microsoft Windows Database: SQL Hosting: On-Premises Operations: ComIT
Record
Differentiation
Innovation
Hansen
012345
Effectiveness
Relevance
Productivity
Complexity
Criticality
UtilizationUsability
Information
Security
Integration
Resilience
Satisfaction
Business Value Indicators
012345
Standards
Software
Hardware
Extensibility
ScalabilityPerformance
Integration
Security
Recovery
Technical Value Indicators
Management Actions
Funding Further stabilize funding; incorporate into annual investment process
Engagement Further formalize engagement of IT and business stakeholders
Risk n/a
Data Institute disciplined data management practices
Performance Enable to support back-office needs
Technology Move to platform comprised of highly matured infrastructure
SDLC Manage via waterfall methodology
Architecture Optimize non-functional requirements
Analytics n/a
City of Virginia Beach | ComIT Master Technology Plan (Appendix J) 47
Engagement: 330015256 © 2012 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. 45
Applications Roadmap
Strategic Improvement Programs
ComIT Master Technology Plan (Appendix J) | City of Virginia Beach48
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City of Virginia Beach | ComIT Master Technology Plan (Appendix J) 49
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012345
Standards
Software
Hardware
Extensibility
ScalabilityPerformance
Integration
Security
Recovery
Technical Value Indicators
(Multiple Items)
(All)
Concealed Weapons Permit Application (CWPS)
CAD-CARS
LaserFiche
CAFR 2000
OSCAR
QuickModules
All Clear 7
Accela / Code Enforcement
Accela / Permits & Inspection
■ Improve release management: address the software update process and packaging issues; update software deemed “end of life” for vendor support
■ Projected benefit: improved customer satisfaction, increased return on invest of maintenance agreements and improved packaging and image management processes
ComIT Master Technology Plan (Appendix J) | City of Virginia Beach50
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ComIT needs to continue its investment in maturing the APM organization and processes to ensure repeatability and efficiency
■ Mature APM capabilities: – Set portfolio vision: “Increase responsiveness for constituent services while stabilizing systems of
record, guided by an architecture that simplifies and for long-term application viability” – Complete assessment of all critical business and IT applications – Continuously validate and updated portfolio standing; minimum annually – Establish a TCO model – Engage APM manager in advisory boards – Implement APM tool – Expand business analysis and relationship
■ Projected benefit: increased responsiveness to customer requirements, prioritized investment guidance and automated portfolio management processes
Nearly half of all critical business
applications have been analyzed
Not Analyzed
(187)
Business Application Portfolio
City of Virginia Beach | ComIT Master Technology Plan (Appendix J) 51
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ComIT should embark on an initiative to understand, in detail, what is working well for applications that were rated highly, and seek to apply internally
■ Investigate “best fit” management practices: leverage successes from high performing functions/applications including best practices balancing between IT centralization and decentralization (e.g. strength in Utilities can be attributed to dedicated IT staff, among other things) – 9 out of 11 Utilities applications scored as invest – Face to Face (PatronEdge, CounterPoint) is well aligned with pace layers
■ Projected benefit: improved service via an adaptable management model, “right-sized” operational cost and appropriate matching of applications and management processes
1.00
3.00
5.00
1.00 3.00 5.00
Tech
nica
l Eff
ectiv
enes
s
Business Value
Functional TIME Quadrant
BudgetingUtilitiesFace to Face
Systems of Record
69% of Portfolio
Systems of Differentiation
26%
Systems of Innovation5%
Systems of Record
15%
Systems of Differentiation
83% of Portfolio
Systems of Innovation2%
Pace Layers: Stated vs. Managed-As
ComIT Master Technology Plan (Appendix J) | City of Virginia Beach52
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ComIT should prioritize business engagement in efforts to improve overall portfolio and specific application management
Funding8%
Engagement16%
Risk11%
Data10%
Competitiveness12%
Technology12%
SDLC9%
Architecture13%
Analytics9%
Misalignment Frequency
■ Improve stakeholder engagement: The City has a lot of opportunity to improve how business sponsors, stakeholders and users engage in managing applications. Advisory boards work well to engage stakeholders on systems of record. Closer collaboration is needed for less stable, faster changing applications – Nearly 1 in 5 applications do not have the proper stakeholder engagement approach
■ Projected benefit: improved requirements and business case understanding, reduced testing cycles, and enhanced overall user satisfaction
City of Virginia Beach | ComIT Master Technology Plan (Appendix J) 53
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ComIT should develop a roadmap to standardize application architecture that is forward-looking, while addressing cost and efficiency objectives
■ Establish flexible architecture: Address integration, scalability, extensibility, and complexity to deliver the right capabilities, at the right time, at the lowest cost – Complexity - 25% feel the application is complex or very complex – Scalability - 28% believe application is rigid or somewhat scalable – Extensibility - 28% believe application is somewhat configurable or programmatic – Integration - 21% believe application is disconnected or manual
■ Projected benefit: improved adaptability to customer requirements and user experience, reduced cost via improved integration and ability to extend applications
012345
Effectiveness
Relevance
Productivity
Complexity
Criticality
Utilization
Usability
Information
Security
Integration
Resilience
Satisfaction
Business Value Indicators
(All)
(All)012345
Standards
Software
Hardware
Extensibility
ScalabilityPerformance
Integration
Security
Recovery
Technical Value Indicators
(All)
(All)
ComIT Master Technology Plan (Appendix J) | City of Virginia Beach54
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ComIT needs to provide a framework that adequately supports new and fluid business processes
Many applications are identified as having fast
changing processes; however, zero applications are actually
managed as such Systems of Innovation
OSISBusiness License System MF
Accela / Code Enforcement
ArcGIS Server
Daily Rental DAP
■ Establish innovation framework: Adopt more responsive/agile-development practices to deliver more capabilities with faster time to market to employees and constituents – Funding – Faster, more accessible pools of money – Engagement – Active involvement from business, even doing the work – Risk – Greater tolerance (and expectations) for failure – Data – Better use of unstructured, dynamic information – Technology – Adopt more leading-edge technologies – SDLC – Agile, rapid application development – Architecture – Build out more “beta” capabilities, focus less on perfecting existing capabilities – Analytics – Predictive, not just descriptive intelligence
■ Projected benefit: ability to meet demand for customer requirements to accommodate fast-changing process, and overall organizational agility
City of Virginia Beach | ComIT Master Technology Plan (Appendix J) 55
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Applications Roadmap
Gartner Research Recommendations
ComIT Master Technology Plan (Appendix J) | City of Virginia Beach56
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We recommend the City leverage the following research notes and tools as part of the tactical and strategic improvement efforts
■ Management Models – System of Record: You Can’t Innovate on an Unstable Foundation – Systems of Differentiation: Building Applications That Provide Competitive Advantage – Use Systems of Innovation to Respond Rapidly to Urgent Business Needs
■ Business Engagement – Taking on Application Portfolio Management’s ‘Wicked Problem’ of Getting Business Engagement – Survey Analysis: Improved Business Engagement Leads to More Business Benefits
■ APM Maturity & Governance – Gartner’s Pace-Layered Application Strategy: Governance and Change Management – Moving Up the ITScore Application Maturity Ladder: How Far and How Fast? – How to Drive ‘Just Enough’ Application Governance – Four Steps to Overcoming Inertia When Seeking Application Organizational Change
■ Release Management – How IT Operations Can Set Up an Effective, Centralized Release Management Process – Improve Release Management Effectiveness by Linking to Other Key IT Operations Processes
City of Virginia Beach | ComIT Master Technology Plan (Appendix J) 57
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Applications Roadmap
Next Steps
ComIT Master Technology Plan (Appendix J) | City of Virginia Beach58
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Gartner recommends that the City to quickly complete validation of current results and begin to move on the strategic
■ Incorporate these findings and recommendations into the ComIT strategic planning exercise
■ Complete validation of assessment results; consider soliciting input from additional stakeholders in areas where participation was limited
■ Engage the business to understand and develop business cases for investments in the top 20 priority applications
■ Identify participants for remaining critical business and IT applications that need to be assessed
■ Further explore strategic initiatives to understand effort, costs, benefit and prioritization
■ Leverage recommended Gartner research to assist with development of management models, business engagement, release management, APM maturity and governance
City of Virginia Beach | ComIT Master Technology Plan (Appendix J) 59
This presentation, including any supporting materials, is owned by Gartner, Inc. and/or its affiliates and is for the sole use of the intended Gartner audience or other authorized recipients. This presentation may contain information that is confidential, proprietary or otherwise legally protected, and it may not be further copied, distributed or publicly displayed without the express written permission of Gartner, Inc. or its affiliates. © 2012 Gartner, Inc. and/or its affiliates. All rights reserved.
GARTNER CONSULTING Version #1 Engagement: 330015256
Gartner Contact Chris Steadley Associate Director Gartner Consulting Telephone: + 1 (703) 387-5699 E-mail: [email protected]
Client Contact Ed Feeney Communications and Information Technology City of Virginia Beach Telephone: +1 (757) 385-8282 E-mail: [email protected]
Contacts
Gartner Contact Justin Gaspard Director Gartner Consulting Telephone: + 1 (703) 387-5683 E-mail: [email protected]