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Enhancing IT Service Delivery: August 2006 Update on Operational Excellence Program

The August 2006 update from Joe Lithgo, Director of the Operational Excellence Program at the North Carolina Office of Information Technology Services, highlights significant improvements in IT infrastructure service delivery. The initiative aims to better align IT services with business needs, enforcing transparency in commitments, costs, and results. Key milestones included a 45% improvement in incident resolution and a 60% increase in request for changes. Emphasizing ITIL standards, the program focuses on developing a state center of excellence for IT service management while fostering collaboration and compliance across agencies.

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Enhancing IT Service Delivery: August 2006 Update on Operational Excellence Program

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  1. ITAB OEP UpdateAugust 22, 2006 Joe Lithgo, Director Operational Excellence Program North Carolina Office of Information Technology Services

  2. Measurably Improve the Efficiency and Effectiveness of IT Infrastructure Service Delivery • Better Align IT Service Delivery with Business Needs of the State • Transparency: Clear Commitments, Clear Costs, Clear Results • Establish ITS as the State Center of Excellence for IT Service Management OEP Objectives

  3. IT Service Management • ITIL: framework for ITSM, de-facto standard • Optimal balance of people, process and technology • Shift organizational focus • From IT as Innovation to IT as Utility • From systems to services • From technology to customers • Key benefits of ITIL: • Defined processes, roles and responsibilities • Common language

  4. Progress Summary • Change and Incident Management, July: cross-functional team designed processes • 45% improvement in incident resolution within target timeframe • 41% improvement in service request resolution within target timeframe • Presented methodology for Agency adoption to OEP customer focus group

  5. Change Mgt Progress • Improved process compliance: • 60% increase in RFCs vs. June 2006 • 86% increase in RFCs vs. July 2005 • Ratio of planned vs. unplanned changes improved 18% • Successful changes increased 7% • Change Advisory Board • Post Implementation Reviews

  6. Incident Management

  7. Training Program To Date • ITIL Foundation Certification Training • 347 ITS staff • 178 staff from 14 additional Agencies • ITIL Practitioner Training • Process Design Teams • Manager’s Certificate in IT Service Management

  8. Next Steps • Focus on MTTR trends and ratio of Urgent/Emergency Changes • Agency planning for process adoption • Service Level Management: October • Service Catalog, SLA model, OLAs • Problem Management: October • Phase two: • Release, Configuration mgt • Service Desk, Service Level Management II

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