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Information Technology Infrastructure Library

ISD Division

ITIL

Office of State Finance

Contents
Office of State Finance

ITIL and OSFs Strategic Plans ITIL Terminology OSFs Service Portfolio OSFs Service Catalog

Service Catalog Request Process

ITIL Training

Contents
Office of State Finance

ITIL and OSFs Strategic Plans

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.

ITIL Training

Diagram
Office of State Finance

ITIL Vision
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 Training

Diagram
Office of State Finance

Why ITIL?
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.

ITIL Training

Timeline.
Office of State Finance Completed in 2009 -2010 Customer Dashboards Service Catalog Request Process Designed and implemented Service Catalog Development Incident Management Problem Management Event Management Application Service Request Management CRM 9.x ITIL Installation Access Management ISD Management Dashboards Full Customer database on-line. Capacity Management Customer SLA Dashboard Availability Management Tool Dependent CMS / CMDB implementation ISD Staff Dashboards

But this isnt all there is to ISDs ITIL. As our agency matures well implement additional components of the ITIL framework.
ITIL Training

Contents
Office of State Finance

ITIL and OSFs Strategic Plans ITIL Terminology

ITIL Training

ITIL Terminology
Office of State Finance

ITIL

Information

Technology

Infrastructure

Library

ITIL Training

ITIL Terminology
Office of State Finance

ITIL v3 Library
Operation and CSI are concerned with service delivery and optimization of current services.

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

ITIL Training

ITIL Terminology
Office of State Finance

Service Strategy

Service Strategy

Service Strategy defines ISDs highlevel approach to offering services to our customers. It drives our service offerings and envisions our future service offerings

ITIL Training

ITIL Terminology
Office of State Finance

Service Design

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.
ITIL Training

ITIL Terminology
Office of State Finance

Service Transition

Service Transition

Service Transition takes the newly designed service and makes it ready for operation. This involves any Change Requests.

ITIL Training

ITIL Terminology
Office of State Finance

Service Operation

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
ITIL Training

ITIL Terminology
Office of State Finance

Service Operation

Continual Service Improvement

Continual Service Improvement: The process where recommendations are submitted to the Strategy team or the Design team for consideration.

ITIL Training

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

Continual Service Improvement

Service Lifecycle
Service Design
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 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

Continual Service Improvement

Service Lifecycle
Service Design
Service Catalog development , Dashboards creation, CRM configuration, Application Development, Fit Gaps, Testing, etc.

Service Strategy

ITIL Training

Terms (Service Operations)


Office of State Finance

Incident
Something is broken or about to break. Repair as quickly as possible. Open incidents are measured against SLAs. Highest Priority

Problem
Underlying root-cause. Remains open until underlying issue is resolved. Open Problems are not measured against SLAs.

Service Request
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.

Creates work-arounds.

ITIL Training

Terms (Service Operations)


Office of State Finance

Incident Manager
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.

Service Desk
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.

Problem Manager
Staff member responsible for ISDs root-cause analysis. OSF has designated the QA Manager for this role.

ITIL Training

Terms (Service Operations)


Office of State Finance

Process Owner
The Process Owners responsibilities include sponsorship, design, Change Management and continual improvement of the Process and its Metrics.

Service Delivery Team


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..

Process Manager
Hands-on, responsible for the planning and coordinating activities of the process including: Monitoring Reporting Supporting the process owner

ITIL Training

Terms (Service Operations)


Office of State Finance

SA
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.

OLA
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.

SLA
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.

ITIL Training

Other Terms Youll Hear


Office of State Finance

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.

ITIL Training

Contents
Office of State Finance

ITIL and OSFs Strategic Plans ITIL Terminology OSFs Service Portfolio

ITIL Training

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
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Dashboards
Office of State Finance

Ok.Gov
Database and Dashboard applications Customer View

OSF Staff View

OLAs and CRM Statistics


Phase III Employee overview of Case and OLA statistics.

Service Catalog,SLAs
Phase I - Service Catalog Phase II - SLA

Service Adoption, SLA, Incident / Problem Rates


Phase I - Customer Services Database

ISD Management Views

ITIL Training

Contents
Office of State Finance

ITIL and OSFs Strategic Plans ITIL Terminology OSFs Service Portfolio OSFs Service Catalog

ITIL Training

Whats in the Catalog


Office of State Finance

Service
Define Service
What services do we offer? (Email Services, Hosting Services, Blackberry, Centralized Payroll) Existing / New

Availability
When is this service available? (24x7x365. M-F 8-5)

Market
Who may order this service?

Cost
What does it cost the customer?

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


Office of State Finance

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.

ITIL Training

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

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