4(a) Information Technology Infrastructure Library (ITIL)

ITIL4(a) Information Technology Infrastructure Library (ITIL)

This document describes the National Labor Relations Board’s (NLRB) high-level information technology strategy and how that strategy will drive specific development activities.

The Information Technology Strategic Plan (ITSP) is structured in the following manner: Section 1, Overview, outlines the purpose of the plan and the legislative and policy directives that influence the plan.

It also describes how the plan is structured and discusses the assumptions and constraints considered when creating the plan.

Section 2, NLRB Mission and Organization, provides a description of NLRB’s mission and organizational structure, the future challenges that NLRB expects to face, and how those challenges will be addressed through its strategic information technology investments.

Section 3, High-Level Information Technology Strategies, provides an overview of NLRB’s strategic vision for information technology.

The high-level strategies include: ? ? ? ? Modernize Business Systems Enhance Enterprisewide Planning Maintain Currency with “Best Practices” Provide a Secure and Robust Infrastructure Section 4, Major Technology Initiatives, shows how the high-level strategies will drive specific development activities. SUMMARY OF CONTENTS EXECUTIVE SUMMARY ………………………………………………………………………………………….i SUMMARY OF CONTENTS …………………………………………………………………………………….ii TABLE OF CONTENTS………………………………………………………………………………………….iii 1. 2. 3. 4.

OVERVIEW ………………………………………………………………………………………………1 NLRB CURRENT ENVIRONMENT ………………………………………………………………4 IT STRATEGIES………………………………………………………………………………………..6 MAJOR INFORMATION TECHNOLOGY INITIATIVES …………………………………18 ii TABLE OF CONTENTS EXECUTIVE SUMMARY ………………………………………………………………………………………….i SUMMARY OF CONTENTS …………………………………………………………………………………….ii TABLE OF CONTENTS………………………………………………………………………………………….iii 1. 1.1 1.2 1.3 OVERVIEW ………………………………………………………………………………………………1 PURPOSE OF THE PLAN …………………………………………………………………………..1 VISION AND GOALS …………………………………………………………………………………1 KEY ASSUMPTIONS AND CONSTRAINTS ……………………………………………………….2 1.3(a) Organizational ……………………………………………………………………….2 1.3(b) Economic ……………………………………………………………………………..2 1.3(c) Technical………………………………………………………………………………3 NLRB CURRENT ENVIRONMENT ………………………………………………………………4 CHALLENGES AHEAD ………………………………………………………………………………4 2.1(a) Rapidly Changing Technology ………………………………………………….4 2.1(b) Federal IT Mandates and Initiatives …………………………………………..5 2.1(c) Information Technology Budget ………………………………………………..5 IT STRATEGIES………………………………………………………………………………………..6 MODERNIZE BUSINESS SYSTEMS ………………………………………………………………7 3.1(a) Next Generation Case Management………………………………………….7 3.1(b) Enterprise Content Management (ECM) …………………………………….8 3.1(c) E-Government Portal………………………………………………………………9 3.1(d) Maintain Administrative Systems ………………………………………………9 3.1(e) Strategic Justification…………………………………………………………….10 3.1(f) Alignment with the President’s Management Agenda …………………10 ENHANCE ENTERPRISEWIDE PLANNING …………………………………………………….10 3.2(a) Information Technology Strategic Plan …………………………………….11 3.3(b) Enterprise Architecture ………………………………………………………….11 3.3(c) Capital Planning and Investment Control………………………………….11 3.2(d) Program Management Office (PMO) ……………………………………….12 3.2(e) Acquisition Planning ……………………………………………………………..12 3.2(f) Strategic Justification…………………………………………………………….13 3.2(g) Alignment with President’s Management Agenda ………………………13 PROVIDE A SECURE AND ROBUST IT INFRASTRUCTURE ………………………………..13 3.3(a) IT Security …………………………………………………………………………..13 3.3(b) Strategic Justification…………………………………………………………….14 3.3(c) IT Infrastructure ……………………………………………………………………14 3.3(c)(1) System Availability……………………………………………..14 3.3(c)(2) Hardware Consolidation and Centralization ……………14 3.3(c)(3) Next Generation Internet Protocol (IPv6) ……………….15 3.3(c)(4) Wireless Technologies………………………………………..15 3.3(c)(5) Network Convergence ………………………………………..15 3.3(c)(6) Strategic Justification………………………………………….16 INFORMATION TECHNOLOGY BEST PRACTICES ……………………………………………16 3.4(a) Information Technology Infrastructure Library (ITIL) …………………..16 3.4(b) Lifecycle Management…………………………………………………………..17 2. 2.1 3. 3.1 3.2 3.3 3.4 iii 3.4(c) 4. 4.1 Open Standards …………………………………………………………………..17 MAJOR INFORMATION TECHNOLOGY INITIATIVES …………………………………18 MODERNIZE BUSINESS SYSTEMS …………………………………………………………….19 4.1(a) Replace Legacy Case Tracking Systems …………………………………19 4.1(b) Complete JCMS …………………………………………………………………..20 4.1(c) Implement an E-Government Portal…………………………………………20 4.1(d) Implement Enterprise Content Management……………………………..20 ENHANCE ENTERPRISEWIDE PLANNING …………………………………………………….21 4.2(a) Enterprise Architecture ………………………………………………………….21 4.2(b) Capital Planning …………………………………………………………………..21 4.2(c) IT Strategic Plan …………………………………………………………………..21 4.2(d) Program Management Office………………………………………………….22 PROVIDE A SECURE AND ROBUST IT ENVIRONMENT …………………………………….22 4.3(a) Infrastructure Modernization …………………………………………………..22 4.3(a)(1) Server Hosting …………………………………………………..22 4.3(a)(2) Hardware Consolidation and Centralization ……………22 4.3(a)(3) Content Addressable Storage ………………………………23 4.3(a)(4) Wireless Technology ………………………………………….23 4.3(a)(5) Network Convergence and IPv6 …………………………..23 4.3(a)(6) Project Management and Performance Tracking …….24 4.3(b) FISMA ………………………………………………………………………………..24 4.3(b)(1) IT Security Program Update…………………………………24 4.3(b)(2) IT Security and Awareness ………………………………….24 4.3(b)(3) IT Certification and Accreditation ………………………….24 4.3(b)(4) IT Vulnerability Testing and Correction ………………….25 4.3(b)(5) Contingency Planning …………………………………………25 4.3(b)(6) Homeland Security Presidential Directive-12 (HSPD12) …………………………………………………………………..25 4.3(b)(7) Program management and Performance Tracking…..25 MAINTAIN CURRENCY WITH IT BEST PRACTICES ……………………………………………….25 4.4(a) Information Technology Infrastructure Library (ITIL) …………………..25 4.4(b) Life Cycle Management …………………………………………………………26 4.4(c) Open Standards …………………………………………………………………..26 APPENDIX A—GLOSSARY ………………………………………………………………………27 APPENDIX B—ACRONYM ……………………………………………………………………….28 4.2 4.3 4.4 4.5 4.6 iv 1. OVERVIEW — Related Initiatives Next Generation Case Management (NGCM) E-Government Portal Enterprise Content Management (ECM) 6 INFORMATION TECHNOLOGY STRATEGIC PLAN Enhance Enterprise wide Planning ? ? ? ? ? ? ? ? ? ? ? ? IT Strategic Plan Enterprise Architecture Capital Planning Acquisition Planning Program Management Office FISMA Compliance Contingency Planning System Availability (Anytime, Anywhere) Hardware Consolidation and Standardization Wireless Technologies IPv6 Network Convergence ITIL Lifecycle Management Open Standards IDPs Skill gap analysis Provide a Secure and Robust Infrastructure Maintain Currency with IT Best Practices ? ? ? ? ? Restructure Workforce/Succession Planning Overall, NLRB is moving from an environment where individual systems and capabilities are developed to support a single customer to an environment where enterprise planning determines the scheduling and priorities for both system development efforts and investments in the enterprise-wide infrastructure. 3.1 Modernize Business Systems — Network convergence is now mainstream technology and the next move should be to implement VoIP and replace the VTC contract with an integrated data, voice, and video network capable of supporting all three functions.

To do so will require the NLRB to transition away from the MCI public data network and establish a private network capable of supporting convergence. 3.3(c)(6) Strategic Justification New technology will continue to evolve and enable users to have faster access to more timely data, which will trigger demands to increase the use of information technology to help manage current programs and provide new services.

It is essential that centralized network management activities are accomplished to improve the maintainability and availability of network resources; achieve the level of operational integrity required to support the processing needs and expectations of the customer community; and provide the necessary level of security. Achieving standardization in the Agency’s use of hardware and software, will allow for simplified management to accomplish the push of software upgrades, patches, and the deployment of new software packages throughout the enterprise.

Infrastructure Support will transition the desktop environment to a Microsoft Business Desktop Deployment (MBDD) solution which will permit a zero-touch automated solution to desktop management for imaging, patching, software distribution, software metering, etc. 3.4 Information Technology Best Practices The OCIO will implement tools and best practices that make routine tasks such as server administration, network troubleshooting, and desktop support less time consuming and burdensome, so that the IT staff can focus their energies more on strategic projects that add value to the NLRB. 3.4(a) Information Technology Infrastructure Library (ITIL) Service management best practices enable organizations to get more value out of their IT investments, reduce IT costs, and improve alignment with business needs.

The components of service management are: Incident Management, Problem Management, Configuration Management, Change Management, and Release Management.

The OCIO will move forward with its implementation of service management so that we are as smart and flexible in our use and deployment of technology as our customers are in the accomplishment of the Agency mission.

OCIO will ensure its staff has the technical skills as well as the operational strategies necessary to support the business of the NLRB.

The Information Technology Infrastructure Library (ITIL) is the most widely accepted approach to IT service management in the world.

ITIL provides a cohesive set of best practices, drawn from the public and private sectors internationally.

It is supported by a comprehensive qualifications scheme, accredited training organizations, and implementation and assessment tools.

ITIL has been around for 20 years, but interest within the United States has only increased in the last 5 years.

ITIL is becoming the next big thing in IT.

It is the new 16 INFORMATION TECHNOLOGY STRATEGIC PLAN industry buzzword, the new certification, and the new idea in the IT world.

ITIL describes a framework of processes for the management of IT.

Because it is a framework, ITIL does not describe in great detail how any particular process should be implemented. 3.4(b) Lifecycle Management Lifecycle management is a process by which IT manages computing assets throughout their lifecycle and is essential for making informed technology-related business decisions, optimizing existing infrastructure, cutting support costs, and planning overall capital expenditures. ? ? ? ? The refresh period for personal computers will be 25 percent per year.

Personal printers will be discarded if they break after the 1-year warranty period is over.

Server refresh will take place on a predefined 3-5 year schedule depending on the mission criticality of the server and the applications installed.

Annual software maintenance renewals will be reviewed 3 months prior to the end of the period of performance.

The review process will decide whether there is still a requirement for the product and whether the license count is accurate. 3.4(c) Open Standards “Open standards are publicly available specifications for achieving a specific task.

By allowing anyone to use the standard, they increase compatibility between hardware and software components since anyone with the technical know-how and the necessary equipment to implement solutions can build something that works together with products of other vendors.” The OCIO will continue to employ open standards in its network protocol.

The OCIO will also continue to use structured query language (SQL) (a specification approved by the American National Standards Institute (ANSI) and International Standards Organization (ISO); Internet Protocol (IP) (a specification of the Internet Engineering Task Force (IETF) for transmitting packets of data on a network; Transmission Control Protocol (TCP) (a specification of the IETF for implementing streams of data on top of IP), and Hypertext Markup Language (HTML) (specifications of the World Wide Web Consortium (W3C) for structured hyperlinked document formatting) in its open standards suite of tools. 17 UNITED STATES NATIONAL LABOR RELATIONS BOARD 4. MAJOR INFORMATION TECHNOLOGY INITIATIVES This section describes NLRB’s major information technology initiatives and how they relate to the high-level strategies discussed in the previous section.

These investments will be the focus of information technology planning and implementation efforts over the next few years.

They are critical to improving the efficiency and effectiveness of business operations.

NLRB’s vision is to shift to an environment where enterprise planning determines the scheduling and priorities for both system development efforts and investments in the enterprise-wide infrastructure, as depicted in the graphic below.

As mentioned previously, this manner of planning is needed to support the type of web-enabled, robust functionality envisioned for new systems at the Agency. T im e lin e fo r C h a n g e — ? ? ? ? Rapidly Changing Technology Change Management Increasing Customer Expectations Enhance Enterprisewide Planning 4.4(a) Information Technology Infrastructure Library (ITIL) In 2005, the OCIO assigned a Project Manager full time for the implementation of ITIL.

To date, a formal change management process has been setup.

A Change Advisory 25 UNITED STATES NATIONAL LABOR RELATIONS BOARD Board (CAB) has been organized that effectively approves all requests for change (RFC).

The OCIO has adopted the language used by the ITIL framework and maintains all documentation in EMC collaboration tool, E-Room.

The OCIO helpdesk is fully staffed and managed by a contractor.

The OCIO uses HEAT to track customer calls and provide problem resolution.

Customer service surveys are sent out after each ticket is completed.

The customer service satisfaction level is greater than 95 percent per month on average.

The OCIO has had an Asset Management program in place for some time now and has an individual whose fulltime job and responsibility is Asset Management.

In FY 2007, it is the OCIO goal to move beyond change management and implement the second important control process within the ITIL framework, Configuration Management.

Change management, Asset Management and Configuration Management are considered “primary controls.” 4.4(b) Life Cycle Management OCIO will continue to budget for the annual refresh of personal computers, systematic replacement of network servers, software maintenance, and other peripheral devices to include printers, PDA’s, scanners, and other mass storage devices. 4.4(c) Open Standards OCIO will continue to use open standards when delivering IT solutions within the Agency. 26 INFORMATION TECHNOLOGY STRATEGIC PLAN 4.5 Appendix A—Glossary GPRA—The Government Performance and Results Act (GPRA) of 1993 establishes performance reporting as part of an integrated planning, budgeting, management, and performance assessment system.

GPRA emphasizes improved service delivery by requiring agencies to focus on results, service quality, and customer satisfaction.

The Act both requires and encourages consultation with customers and Congress to gather customer and stakeholder feedback, input, and insight for the development of strategic and performance plans.

ITMRA—The Information Technology Management Reform Act of 1996 (ITMRA)— referred to as the Clinger-Cohen Act provides for the integration of the information technology management process with the processes for making budget, financial, and program management decisions.

ITMRA encourages incremental acquisition of information technology systems as well as the acquisition of Commercial-Off-The-Shelf information technology products.

The Act also requires the consideration of information technology goals in strategic planning as well as information technology contributions to Agency goals and performance.

Information Technology Investment Guidance—On October 25, 1996, the Office of Management and Budget issued guidance (referred to as the “Raines Rules”) to agencies on how to manage information technology investments in keeping with the provisions of the GPRA and Clinger-Cohen Act.

Information Technology Architecture—On June 18, 1997, the Office of Management and Budget issued guidance (M-97-16) to agencies on the development and implementation of Information Technology Architectures.

This Information Technology Architecture describes the relationships among the work the agency does, the information the agency uses, and the information technology that the agency needs.

The architecture also includes standards that guide the design of new systems.

Capital Programming Guide, version 1.0 In July 1997, the Office of Management and Budget issued guidance to supplemental circular A-11, part 3.

This guide provides a process for portfolio analysis, risk management, planning, performance management, budgeting, and other related activities.

GPEA—The Government Paperwork Elimination Act (GPEA) of 1999 requires agencies to implement the capability of optional electronic interactions for all transactions by October 2003.

The Act also requires agency acceptance of electronic signature for these transactions when conducted with 50,000 or more customers.

FISMA—The Federal Information Security Management Act (FISMA) requires that agencies submit reports to OMB based on annual assessments identifying security gaps both within and across agencies. 27 UNITED STATES NATIONAL LABOR RELATIONS BOARD 4.6 Appendix B—Acronym Appeals Case Tracking System Association of Imaging and Information Management American National Standards Institute Certification and Accreditation Change Advisory Board Case Activity Tracking System Computer-based Training Computer Incident Response Team Commercial Off-the-Shelf Capitol Planning and Investment Control Disaster Recovery Enterprise Content Management Extension of Time System Federal Information Security Management Act Freedom of Information Act Government to Citizen Government Paperwork Elimination Act of 1999 Government Performance Results Act of 1993 Global Positioning System Helpdesk Expert Automation Tool Homeland Security Presidential Directive-12 Internet Engineering Task Force Internet Engineering Task Force Internet Protocol Integrated Project Teams Internet Protocol Version 6 Investment Review Board International Organization for Standardization Information Technology Infrastructure Library Information Technology Management Reform Act Information Technology Strategy Plan Judicial Case Management System Litigation Information on the Network Microsoft Business Desktop Deployment National Business Center Next Generation Case Management National Institute of Standards and Technology Network Area Storage Pending Cases List Personal Digital Assistant Personal Digital Assistants President’s Management Agenda Program Management Office Regional Advice Injunction Litigation System Requests for Change Sensitive But Unclassified Service Oriented Architecture ACTS= AIIM= ANSI= C&A= CAB= CATS= CBT= CIRT= COTS= CPIC= DR= ECM= EOTS= FISMA= FOIA= G2C= GPEA= GPRA= GPS= HEAT= HSPD-12= IETF= IETF= IP= IPT= IPv6= IRB= ISO= ITIL= ITMRA= ITSP= JCMS= LION= MBDD= NBC= NGCM= NIST= NSA= PCL= PDA= PDAs= PMA= PMO= RAILS= RFC= SBU= SOA= 28 INFORMATION TECHNOLOGY STRATEGIC PLAN SP= SQL= TCP= TIGER= VP= VTC= W3C= WAN= WWANs= Special Publication Structured Query Language Transmission Control Protocol Trial Information Gathered on Electronic Records Virtual Processor Video TeleConference World Wide Web Consortium Wide-Area Network Wireless Wide-Area Networks 29

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