Information Technology Infrastructure Library

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

2. Contents ITIL Terminology ITIL and OSF’s Strategic Plans OSF’s Service Portfolio Service Catalog Request Process OSF’s Service Catalog ITIL Training

3. Contents ITIL and OSF’s Strategic Plans ITIL Training

4. Diagram 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

5. Diagram 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

6. Diagram 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

7. Timeline…. 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 In Process 2011 and beyond 2009 - 2010 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 Terminology ITIL and OSF’s Strategic Plans ITIL Training

9. ITIL Terminology ITIL Library Information Infrastructure Technology Technology Infrastructure Library Information ITIL Training

10. ITIL Terminology 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. Continual Service Improvement Service Strategy Service Design Service Transition Service Operation ITIL Training

11. ITIL Terminology 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 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 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 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 ITIL Training

15. ITIL Terminology Service Operation Continual Service Improvement: The process where recommendations are submitted to the Strategy team or the Design team for consideration. Continual Service Improvement ITIL Training

16. ITIL Service 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 Lifecycle Continual Service Improvement 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

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

18. Something is broken or about to break. Repair as quickly as possible. Open incidents are measured against SLAs. Highest Priority 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.” Underlying “root-cause.” Remains open until underlying issue is resolved. Open Problems are not measured against SLAs. Creates “work-arounds.” Terms (Service Operations) Incident Service Request Problem ITIL Training

19. 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. Staff member responsible for ISD’s root-cause analysis. OSF has designated the QA Manager for this role. 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. Terms (Service Operations) Incident Manager Problem Manager Service Desk ITIL Training

20. The Process Owner’s responsibilities include sponsorship, design, Change Management and continual improvement of the Process and its Metrics. • Hands-on, responsible for the planning and coordinating activities of the process including: • Monitoring • Reporting • Supporting the 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.. Terms (Service Operations) Process Owner Process Manager Service Delivery Team ITIL Training

21. 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. 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. 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. Terms (Service Operations) SA SLA OLA ITIL Training

22. Other Terms You’ll Hear 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. ITIL Training

23. Contents ITIL Terminology ITIL and OSF’s Strategic Plans OSF’s Service Portfolio ITIL Training

24. Service Portfolio Pipeline (Opportunity Map) OSF Services offered on Web Metrics Services Catalog Technical Requirements Retired Services Service Catalog Service Portfolio Dashboards ITIL Training

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

26. Contents ITIL Terminology ITIL and OSF’s Strategic Plans OSF’s Service Portfolio OSF’s Service Catalog ITIL Training

27. What’s in the Catalog Service Existing / New Define ServiceWhat services do we offer? (Email Services, Hosting Services, Blackberry, Centralized Payroll) AvailabilityWhen is this service available? (24x7x365. M-F 8-5) MarketWho may order this service? CostWhat does it cost the customer? Customer Benefit What benefit is this to to the customer? How does it help their Core Business? Why OSFWhy should the customer order this from OSF rather than a 3rd party? BundlingCan this be bundled? ITIL Training

28. The Catalog Form • 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 • 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