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ITIL Information Technology Infrastructure Library ISD Division Office of State Finance.

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Presentation on theme: "ITIL Information Technology Infrastructure Library ISD Division Office of State Finance."— Presentation transcript:

1 ITIL Information Technology Infrastructure Library ISD Division Office of State Finance

2 ITIL Training Contents ITIL TerminologyOSFs Service PortfolioOSFs Service CatalogService Catalog Request ProcessITIL and OSFs Strategic Plans

3 Office of State Finance ITIL Training Contents ITIL and OSFs Strategic Plans

4 Office of State Finance ITIL Training Diagram ISD Mission Information Services Division will provide Oklahoma state agencies with quality, cost effective, and secure Information Technology and Telecommunications products and services.

5 Office of State Finance ITIL Training Diagram Implement a strategic framework (ITIL) that brings together the technology, people, and processes to increase effectiveness, reduce costs, increase productivity, and optimize current services. Provide a roadmap to improved customer satisfaction with IT services, better communication and information flows between IT staff and customers, and reduced costs in developing procedures and practices within ISD ITIL Vision

6 Office of State Finance ITIL Training Diagram How are ITIL and our mission connected? In simple terms, ITIL will allow us to complete the mission by providing a framework for new services, offering current services to the customer, and optimizing services through continual improvement. The ITIL framework will allow us to interact with other vendors and other agencies in predefined terms. ITIL simplifies our apples to apples communications as well as removes whole hosts of potential communication gaps. Why ITIL?

7 Timeline…. Office of State Finance ITIL Training Service Catalog Development Service Catalog Request Process Designed and implemented CRM 9.x ITIL Installation Incident Management Problem Management Customer Dashboards ISD Management Dashboards Full Customer database on-line. Customer SLA Dashboard Availability Management CMS / CMDB implementation ISD Staff Dashboards Capacity Management Event Management Access Management But this isnt all there is to ISDs ITIL. As our agency matures well implement additional components of the ITIL framework. Completed in 2009 -2010 Application Service Request Management

8 Office of State Finance ITIL Training Contents ITIL TerminologyITIL and OSFs Strategic Plans

9 Office of State Finance ITIL Training ITIL Terminology ITILITIL Information TechnologyInfrastructureLibrary

10 Office of State Finance ITIL Training ITIL Terminology ITIL v3 Library The first three are primarily concerned with bringing new or improved services to the service catalog. Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Operation and CSI are concerned with service delivery and optimization of current services.

11 Office of State Finance ITIL Training ITIL Terminology Service Strategy Service Strategy defines ISDs high- level approach to offering services to our customers. It drives our service offerings and envisions our future service offerings Service Strategy

12 Office of State Finance ITIL Training ITIL Terminology Service Design Service Design is where new or modified services are developed. Here we collect service requirements, alternate suppliers, design service solutions, and integrate the service into our offerings. Service Design

13 Office of State Finance ITIL Training ITIL Terminology Service Transition Service Transition takes the newly designed service and makes it ready for operation. This involves any Change Requests. Service Transition

14 Office of State Finance ITIL Training ITIL Terminology Service Operation Service Operation: The service is now available for customer use. It will be monitored by our staff to evaluate suggested changes for optimal performance – Continual Service Improvement Service Operation

15 Continual Service Improvement Office of State Finance ITIL Training ITIL Terminology Service Operation Continual Service Improvement: The process where recommendations are submitted to the Strategy team or the Design team for consideration.

16 Office of State Finance ITIL Training ITIL Service Service Lifecycle Continual Service Improvement Service Operations Service Transition ServiceDesign Service Strategy Service Strategy, Design, and Transition are where the we define new services and retire old services no longer offered. We do testing and make all changes required here. Service Operation and CSI are where we deliver those services to our customers and make recommendations for improvements to Service Strategy staff.

17 Office of State Finance ITIL Training Where Items fit in the Lifecycle… Service Lifecycle Continual Service Improvement Service Operations Service Transition ServiceDesign Service Strategy Service Catalog development, Dashboards creation, CRM configuration, Application Development, Fit Gaps, Testing, etc. Incident Management, Problem Management, Service Request, Service Catalog Requests, Service Desk and Satisfaction Surveys.

18 Office of State Finance ITIL Training Terms (Service Operations) Something is broken or about to break. Repair as quickly as possible. Open incidents are measured against SLAs. Highest Priority Incident Underlying root-cause. Remains open until underlying issue is resolved. Open Problems are not measured against SLAs. Creates work-arounds. Problem Routine pleas for help – but nothing is broken. These include items like can you tell me Joe Blows phone number, can you unlock my account, and will you reset my password. Service Request

19 Office of State Finance ITIL Training Terms (Service Operations) The individual responsible for ensuring repairs are made as quickly as possible. This staff also ensure cases are logged into CRM are worked, annotated, and resolved with all due haste. OSF has designated the Service Desk Manager for this role. Incident Manager ITIL recognizes three types Desks – a Call center, a Help Desk, and a Service Desk. The primary delineation between the latter two is: Help Desk provides technical incident support and a Service Desk provides that as well as Service Request support. Service Desk Staff member responsible for ISDs root-cause analysis. OSF has designated the QA Manager for this role. Problem Manager

20 Office of State Finance ITIL Training Terms (Service Operations) The Process Owners responsibilities include sponsorship, design, Change Management and continual improvement of the Process and its Metrics. Process Owner You. Well, actually the various members of OSF who have technical knowledge or institutional knowledge that will aid in both client discovery and then in the implementation of the service.. Service Delivery Team Hands-on, responsible for the planning and coordinating activities of the process including: Monitoring Reporting Supporting the process owner Process Manager

21 Office of State Finance ITIL Training Terms (Service Operations) Service Agreement An contractual agreement between with our customers outlining the services we guarantee to provide. It may also include restrictive covenants, dispute resolutions, and additional clauses. SA Operating Level An internal agreement between departments within OSF (as well as with our contracted vendors.) OLAs ensure internal accountability within our specialty teams by establishing expectations between support teams. OLA Service Level Agreement An SLA is the contractual service agreement we have with our customers. It guarantees minimum performance criteria as well as remedial action should our service fall below that level. SLA

22 Other Terms Youll Hear Office of State Finance ITIL Training A RACI chart is a straightforward responsibility matrix detailing each processes tasks and each tasks shareholders and their respective involvement. RACI stands for: R : Responsible A : Accountable C : Consulted I : Informed RACI Charts will be important in our SA, SLA, OLA, and Statements of Work. They help insure the right staff are appropriately involved at the right moments.

23 Office of State Finance ITIL Training Contents ITIL TerminologyOSFs Service PortfolioITIL and OSFs Strategic Plans

24 DashboardsDashboards Office of State Finance ITIL Training Service Portfolio Retired Services Services Catalog Technical Requirements Service Catalog Pipeline (Opportunity Map) Pipeline (Opportunity Map) OSF Services offered on Web

25 Office of State Finance ITIL Training Dashboards OLAs and CRM Statistics Service Adoption, SLA, Incident / Problem Rates Phase I - Customer Services Database Phase I - Service Catalog Phase II - SLA Phase III – Employee overview of Case and OLA statistics. Customer View ISD Management Views OSF Staff View Database and Dashboard applications Service Catalog,SLAs

26 Office of State Finance ITIL Training Contents ITIL TerminologyOSFs Service PortfolioOSFs Service CatalogITIL and OSFs Strategic Plans

27 Office of State Finance ITIL Training Whats in the Catalog Define Service What services do we offer? (Email Services, Hosting Services, Blackberry, Centralized Payroll) Availability When is this service available? (24x7x365. M-F 8-5) Customer Benefit What benefit is this to to the customer? How does it help their Core Business? Cost What does it cost the customer? Bundling Can this be bundled? Market Who may order this service? Why OSF Why should the customer order this from OSF rather than a 3 rd party?

28 The Catalog Form Office of State Finance ITIL Training Service Catalog After extensive work with ISDs internal departments, we developed an online service catalog detailing out all the available services ISD offers. The catalog is visible to the public as well as the agencies. While we described the service, we do not list pricing on the screen. In upcoming months, well use the catalog to create a shopping cart – allowing an agency to select their services on line.

29 Customer Database Office of State Finance ITIL Training Customer Database When an agency subscribes to services we offer, their information is added to the Agency Services Database. This database is visible to the agency and to the public. It will be the spring board for billing and SLA automation. Used by the Service Desk for service verification.


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