Journey To IT-As-A-Service: Orange County CTO
Manfredo later described in detail his organization's journey to become a provider of IT-as-a-Service to 32 Orange County, Calif. government departments.
Manfredo's organization worked closely with Nth Generation’s Professional Consulting Services and Hewlett-Packard to develop a comprehensive transformation plan, measuring progress with such metrics as reduced incident tickets, decreased SLA exceptions, and increased staff productivity.
Manfredo said that adopting the cloud to provide IT services 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.