Information Technology Infrastructure Library ISD Division Office of State Finance

Contents ITIL and OSF’s Strategic Plans ITIL Terminology Office of State Finance ITIL and OSF’s Strategic Plans ITIL Terminology OSF’s Service Portfolio OSF’s Service Catalog Agenda Service Catalog Request Process ITIL Training

Contents ITIL and OSF’s Strategic Plans Office of State Finance ITIL Training

Diagram Office of State Finance ISD Mission Information Services Division will provide Oklahoma state agencies with quality, cost effective, and secure Information Technology and Telecommunications products and services. What is ISD’s mission statement? Anyone? ITIL Training

Diagram Office of State Finance 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 ITIL Training

Diagram Office of State Finance 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? If ask you to go to the grocery store and pick up some apples – what comes to your mind? Granny Smith? Red Delicious? Golden Delicious? Maybe a Macintosh? ITIL assigns clear definitions to terms so there is no miscommunication. ITIL Training

Timeline…. 2009 - 2010 In Process 2011 and beyond Office of State Finance Completed in 2009 -2010 Customer Dashboards CMS / CMDB implementation Service Catalog Request Process Designed and implemented ISD Management Dashboards ISD Staff Dashboards Service Catalog Development Full Customer database on-line. Capacity Management Incident Management Customer SLA Dashboard Availability Management Tool Dependent Problem Management Event Management Application Service Request Management Access Management CRM 9.x ITIL Installation 2009 - 2010 In Process 2011 and beyond But this isn’t all there is to ISD’s ITIL. As our agency matures we’ll implement additional components of the ITIL framework. ITIL Training

Contents ITIL and OSF’s Strategic Plans ITIL Terminology Office of State Finance ITIL and OSF’s Strategic Plans ITIL Terminology ITIL Training

Information Library Technology Infrastructure ITIL Terminology ITIL Office of State Finance ITIL Information Technology Infrastructure Library Information Technology Infrastructure Library ITIL Training

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

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

ITIL Terminology Service Design Office of State Finance 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 ITIL Training

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

ITIL Terminology Service Operation Office of State Finance 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 Lets talk about Service Operation: ITIL Training

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

Continual Service Improvement ITIL Service Office of State Finance Service Operation and CSI are where we deliver those services to our customers and make recommendations for improvements to Service Strategy staff. Service Operations Service Transition 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 Lifecycle Continual Service Improvement The service lifecycle - Service Design Service Strategy ITIL Training

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

Terms (Service Operations) Office of State Finance 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 Blow’s phone number”, “can you unlock my account”, and “will you reset my password.” Service Request ITIL Training

Terms (Service Operations) Office of State Finance 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 ISD’s root-cause analysis. OSF has designated the QA Manager for this role. Problem Manager ITIL Training

Terms (Service Operations) Office of State Finance The Process Owner’s 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 ITIL Training

Terms (Service Operations) Office of State Finance 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 ITIL Training

Other Terms You’ll Hear Office of State Finance A RACI chart is a straightforward responsibility matrix detailing each processes tasks and each task’s 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. * While many can be “responsible” for a task, only one individual can be “accountable” for each task. By using RACI charts to map out tasks for each process – we make sure we get “the right folks, in the right seats, on the right bus, at the right time.” It details out each person’s tasks – so each party knows what is expected of the other. ITIL Training

Contents ITIL and OSF’s Strategic Plans ITIL Terminology Office of State Finance ITIL and OSF’s Strategic Plans ITIL Terminology OSF’s Service Portfolio ITIL Training

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

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

Contents ITIL and OSF’s Strategic Plans ITIL Terminology Office of State Finance ITIL and OSF’s Strategic Plans ITIL Terminology OSF’s Service Portfolio OSF’s Service Catalog ITIL Training

What’s in the Catalog Service Office of State Finance Service Existing / New 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) Market Who may order this service? Cost What does it cost the customer? Services development now available on line. Customer Benefit What benefit is this to to the customer? How does it help their Core Business? Why OSF Why should the customer order this from OSF rather than a 3rd party? Bundling Can this be bundled? ITIL Training

The Catalog Form Service Catalog Office of State Finance Service Catalog After extensive work with ISD’s 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, we’ll use the catalog to create a shopping cart – allowing an agency to select their services on line. ITIL Training

Customer Database Customer Database Office of State Finance 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. ITIL Training