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Starting in October 2010, the department moved into phase three, which focused on setting up a marketing brochure to serve as a mini catalog of its services, and a re-implementation of its service desk.
Manfredo said the mini service catalog and the department's new slogan, "Agency Success Is Our Mission," were designed as a way to sell its services to the County's agencies. Part of that mini service catalog included getting some CIOs of different agencies to serve as success stories.
It was during phase three that Manfredo's department had what he called its "Mojo moment."
"In November of 2009, we didn't have a single SLA (service level agreement) breach," he said. "That never happened before in 30 years."
In phase four, which started in January, Manfredo's department finalized its Network Operations Center and its full suite of services. This included deploying a suite of BMC services throughout its cloud as a way to standardize its IT as a service offerings quickly, he said.
Phase five, which is currently in play, includes setting up a full services catalog and benchmarking the county's services. Manfredo said he wishes he had set up the services catalog first instead of waiting until the end, as it could have helped in setting rates.
Manfredo said that adopting the cloud to provide IT as a service has led to a 32 percent drop in incidents from his department's customers, and that the number of resolved incidents has grown significantly. SLA exceptions fell by 77 percent between 2009 and 2010, while the average number of days to resolve issues dropped by 75 percent.
"This is impressive stuff," he said.
In fact, it was so impressive that Orange County is ranked among the top 10 percent of government agencies across the country in terms of its ability to provide IT services, Manfredo said. "And we did it while headcount dropped 27 percent," he said.
Asked by an audience member how his department was able to further budget cuts as it increased the efficiency of its operations, Manfredo responded that his department is already at a point where any increases in efficiency would require a change in the SLAs it offers customers.
"If someone tells me they want to cut my budget, I'll say OK, what services do you want me to cut," he said.