2017 Itil Roap 6470l

IOT’s ITSM-ITIL Roap • IOT’s ITIL Initiative was established by the IOT CIO on 1/1/2016. ITIL will now be used within IOT where applicable to demonstrate compliance; to plan, implement and measure improvements resulting in increased customer service; and to help IOT transition from a primarily operations-based environment to an operations/project-based environment. In essence, help IOT achieve their Vision and Mission. • Information Technology Service Management (ITSM) refers to the entirety of activities – directed by policies, organized and structured in processes and ing procedures – that are performed by an organization to plan, design, deliver, operate and control information technology services offered to customers. • Information Technology Infrastructure Library (ITIL) is a set of practices to ITSM. It focuses on aligning IT services with business needs. ITIL describes processes, procedures, tasks and checklists which are not organization-specific, but which can be applied to establish integration with the state’s IT strategy, delivering value and maintaining a minimum level of competency while providing cost-effective, quality services.

Service Strategy Phase 1

Service Design Phase 2

Service Transition Phase 3

Service Operation Phase 4

Continual Process Improvement - Phase 5

How to design, develop and implement service management as an organizational capability and a strategic asset.

Design and development of services and service management practices.

Development and improvement of capabilities for transitioning new and changed services into live service operation.

Achieve effectiveness and efficiency in the delivery and of services to ensure value for the customer and the service provider.

Create and maintain value for customers through better design, transition and operation of services. Deming’s PDCA Model.

ITIL Processes Strategy Generation and Management

Possible Projects for ITIL

ITIL Processes

Create Proj Portfolio Rev Brd.PSC

Service Catalog Management

Cost Control > Value Enhance FIN

Possible Projects for ITIL Update to ITIL Standards and Gartner Recommendations. SM

ITIL Processes

Possible Projects for ITIL

ITIL Processes

Possible Projects for ITIL

ITIL Processes

Possible Projects for ITIL

Transition Planning and

Upgrade vFire from 9.4 to 9.7

Event Management

Projects Not Yet Identified

7 - Step Improvement Process

Transition from current 5-step to 7-step.

Change Management

Develop Enhanced CM Policies & Procedures.

SM

Create Strategic Planning Brd. Service Portfolio Management

Benchmark Cost & Services with Peers (Gartner).

Service Level Management

Update & Merge SLA with Services Catalog.

SM

SM

Availability Management

Improve PC Tracking.

Service Asset & Configuration Management

Projects Not Yet Identified

Improve Billing Accuracy. Financial Management

Capacity Management

Enhance Agency Dashboard.

Projects Not Yet Identified

Release and Deployment Management

Improve Collection. Improve Billing Transparency. Demand Management

Identify & Baseline Current Demand.

Business Relationship Management

Mature the Agency Liaison Program. Measure Agency Liaison Program Success.

IT Service Continuity Management

SEC

Service Testing and Validation

Implement Project Online for resource & capacity planning. PSC Review Overall Staffing Plan.

Enroll devices in MDM.

SM

Information Security Management

Block mobile access to email unless using MDM.

NM

Change Evaluation

Request Fulfillment Management

Projects Not Yet Identified

Impl. Self-Doc Portals

Knowledge Management

Projects Not Yet Identified Create & Test SOP’s for Key services. Define/Create Initial CMDB(s)

SM

Create vFire Auto-Close Program.

SM

Extend Agency Approval.

SM

Extend M-box Reader to Include IPK Status.

SM

Expand vFire Site istration Console.

SM

Develop Automated Actions on Tickets.

SM

Implement Self-Service Reset.

vFire Modules in Use Include: 1. Foundation 2. Service desk 3. Workflow Management 4. Customer Portal 5. Knowledge Bank 6. Asset Management 7. Integration Platform Maintained by the Deputy CAO IOT Service Management (SM) Department Updated January 23, 2017

Supplier Management

HS

Pilot “Service Requests” in vFire.

SM

Establish Problem Mgt Committee.

SM

Create Breach Management Program.

SM

Access/Rights Management

Service Measurement

Update QAP to Achieve <5% QC’s.

SM

Projects Not Yet Identified

Service Reporting

Update KPI Reporting Process.

SM

Projects Not Yet Identified

Color/Symbol KEY

SM SM

= CIO Recommendations = Listed as “Recommended Area of Focus” in IOT’s November 2016 Gartner Study.

Impl. Least Privilege Access.

vFire – IOT’s ITSM System

Quality Management

Update CSP to Achieve >10% Ticket Reporting. SM

Increase 1st Touch Resolution % at HelpDesk.

Projects Not Yet Identified

Problem Management

ESS

Automate System Builds for PZ.

Incident Management

HR

Implement Enhanced PS Security GMIS Framework.

SM

SM

Update current DR procedures to meet ITIL standards.

SM/Arch

Optimize vFire Categories & Queues.

SM

Project Goal(s): Projects Not Yet Identified

= Maximize Security = Improve Customer Relationships = Empower State Workers

IOT’s Vision

IOT’s Mission

To be a trusted enterprise-technology provider that enables partners to securely deliver high quality services to citizens.

To provide cost-effective, secure, consistent, reliable enterprise-technology services to our partner agencies so they can better serve our mutual customer, the Hoosier taxpayer.

= Projects & Resource Allocations Project Timeframe: 9

Completed

2018 Focus Areas 19

2017 Focus Areas

14

2019 and Beyond Focus Areas

9