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W <br />around response time to requests, server uptime, or network reliability. Orange County should <br />consider the role of SLAB 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 Management, Operational Level <br />Agreements (OLAs) and Underpining Contracts (UCs) should be implemented. OLAs define how the IT <br />Department (and other IT groups within the County) work together to meet IT service level <br />requirements. An OLA often includes hours of operation, responsibilities, authorities, response times, <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 customer service. UCs are legal, <br />contractual agreements between third party suppliers of IT Support to the County IT Department. <br />These contracts must be kept up to date and ensure that the third party will provide required levels of <br />support as necessary. <br />Project Justification Methodology: <br />Orange County needs a formalized project justification methodology that will be administered by the <br />IT Governance structure. The project justification methodology should assess issues such as <br />enterprise impact, timing of the project, cost of project, man hours required to complete, and <br />mandatory nature (i.e. statutory requirement). Currently, the individual departments, due to the <br />budgeting structure, are deciding which projects to undertake, without consistent input from the IT <br />Department. Moving forward, the IT Department should have involvement in all decisions about <br />technology investments in the County, but the oversight on project selection and prioritization needs <br />to be conducted by the Governance structure noted above. <br />IT Performance Metrics: <br />The following metrics are offered as a means to evaluate County IT performance. <br />Internal Business Process Metrics: <br />• IT Support Cost per Employee: IT staff salary and fringes divided by the total number of <br />County employees they support <br />• Compare the IT Support Cost per Employee to Local Private Support Firms (to determine if the <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 />maintenance costs for the County and then divide by the total number of County employees <br />• Percentage of PCs currently under manufacturer warranty <br />36 <br />