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around response time to requests, server uptime, or network reli <br />consider the role of SLAs in the organization, in particular, as a means of communicating customer <br />service standards for internal clients. <br />Additionally, as the County looks toward implementing IT Service <br />Agreements (OLAs) and Underpining Contracts (UCs) should be implOLAs define how the IT <br />Department (and other IT groups within the County) work together <br />requirements. An OLA often includes hours of operation, responsibilities, auth <br />supported systems, etc. OLAs are internal agreements that ensure the IT staff (centralized and within <br />departments) support the common goal of providing superior custo <br />contractual agreements between third party suppliers of IT Suppo <br />These contracts must be kept up to date and ensure that the third p <br />support as necessary. <br /> <br />Project Justification Methodology: <br /> <br />Orange County needs a formalized project justification methodoloby the <br />IT Governance structure. The project justification methodology <br />enterprise impact, timing of the project, cost of project, man h <br />mandatory nature (i.e. statutory requirement). Currently, the individual departments, due to the <br />budgeting structure, are deciding which projects to undertake, w <br />Department. Moving forward, the IT Department should have invol <br />technology investments in the County, but the oversight on project selection and prioritiz <br />to be conducted by the Governance structure noted above. <br /> <br />: <br />IT Performance Metrics <br /> <br />The following metrics are offered as a means to evaluate County IT performance. <br /> <br />Internal Business Process Metrics: <br />IT Support Cost per Employee: IT staff salary and fringes divided by the total number of <br /> <br />County employees they support <br />Compare the IT Support Cost per Employee to Local Private Suppor <br /> <br />cost is lower than outsourcing the work; the comparison must be exact, with the same services <br />and service levels provided by both groups in the comparison) <br />IT Maintenance and Support Cost per Employee: same formula as above, but add in the total <br /> <br />maintenance costs for the County and then divide by the total number of County employees <br />Percentage of PCs currently under manufacturer warranty <br /> <br />36 <br /> <br /> <br />