IOT’s ITSM-ITIL Roadmap
• 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 supporting 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 support 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
support 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 Support
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 Admin 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 Administration Console.
SM
Develop Automated Actions on Tickets.
SM
Implement Self-Service Password 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