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Case Study: Raytheon AWIPS O&M ITIL, ISO 20000 Certification
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| Customer: |
National Weather Service (NWS), National Oceanic and Atmospheric Administration (NOAA), U.S. Department of Commerce (DOC)
(Raytheon Company, Raytheon Information Solutions division, prime contractor) |
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| Goal: |
- Establish ITIL service management and service delivery methodologies for the complete NWS AWIPS program
- Achieve formal ISO 20000:2005 registration
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| Application: |
The Advanced Weather Interactive Processing System (AWIPS) is a mature but evolving system providing enhanced data access, modeling, and forecasting capabilities to National Weather Service forecasters, scientists, and client organizations (see FTI case study on AWIPS). Raytheon�s targeted objectives in implementing ITIL and attaining formal ISO 20000:2005 registration include:
- Achieving greater service efficiencies for AWIPS customers
- Reducing IT services costs for AWIPS O&M under the Raytheon contract (Firm-fixed price contract for 10 years)
- Making available funds thus saved for further development of the AWIPS product suite
- Developing repeatable processes that derive from and comply with ISO 9000, CMMI-Dev v. 1.2, and ITIL for use elsewhere in Raytheon, its clients and those of its business partners
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| Challenges: |
- Potential risk or perceived risk of new process implementations
- Rationalization of other process paradigms (i.e. ISO 9001:2008, CMMI Level 5, Raytheon Six Sigma) with ITIL
- Low number of formal ISO 20000:2005 registrations CONUS at project start, meaning few external sources from which to draw lessons learned
- Constrained budget for process improvement efforts due to fixed price nature of contract
- Need to attain ISO 20000:2005 registration with no performance impact on ongoing AWIPS program or customer operations
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| FTI's Approach: |
As part of the Raytheon AWIPS Team, FTI provided solid support for the environment and process changes introduced by ITIL leads:
- Participated in and contributed to training and process improvement reviews instituted by the ITIL team
- Influenced adoption of specific ITIL processes associated with testing, systems administration, and system analysis tasks, as well as other lifecycle improvement tasks assigned within the AWIPS program management plan
Fairfield Technologies and other Raytheon AWIPS Team members received recognition as RIS team participants in the ISO 20000 registration.
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| Products Used: |
ITIL repository, CMMI Process Asset Library (PAL), audit preparation and execution documents
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| Benefits: |
- Validation of AWIPS O&M Concept of Operations (CONOPS) as conforming to ITIL best practice guidelines; project achieved over 12 months
- Registration of the AWIPS IT Service Management System to ISO 20000 IT Service Management standard; achieved over 6 months
- First certification within Raytheon
- One of an extremely small number of certifications in the United States
- Developed expertise in applying and implementing ITIL and ISO 20000 which can effectively be leveraged on other engagements.
- Formalized ITIL best-of-breed processes for:
- Program Management
- Operations and Maintenance
- Mission Assurance
- Task-Order Driven Development
- Increased consistency of service delivery;
- Improved quality by driving out service variation
- Improved delivery speed through efficiency of processes
- Provided cost avoidance with movement from reactive to proactive service orientation
- Achieved quantified results for AWIPS O&M including:
- Improved business alignment, customer satisfaction - 92% Field Satisfaction (up 6 points)
- Movement from reactive to proactive orientation - increased proactive orientation of service desk
- Improved SLA management - ensures SLAs evolve with program needs and measure what is important
- Improved delivery of third party services - increased system-wide WAN Availability (> 99.98%)
- High-quality service delivery - recent release had zero open issues after Beta; 50% install time reduction
- Improved Capacity - Network product delivery increased 35% over last 6 months
- Improved management of risk derived from change
- Implemented CCB process that evaluates system upgrades
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| Delivery: |
On time, within budget. CMMI Level 5 project delivered within ITIL framework and ISO 20000 certification
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| Project Keywords: |
ITIL, ISO 20000:2005, process improvement, CMMI, lifecycle development, concept of operations, weather, hydrology, O&M
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