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

2. 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

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

4. 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

5. 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

6. 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

7. Timeline…. 2009 - 2010 In Process 2011 and beyond
Office of State Finance
Completed in
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
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

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

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

10. 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

11. 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

12. 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

13. 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

14. 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

15. 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

16. 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

17. 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

18. 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

19. 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

20. 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

21. 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

22. 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

23. 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

24. 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

25. 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

26. 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

27. What’s in the Catalog Service
Office of State Finance
Service
Existing / New
Define Service What services do we offer? ( 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

28. 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

29. 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