ITILOverview

Information
Technology
Infrastructure
Library
ISD Division
ITIL
Office of State Finance

Contents
ITIL and OSF’s Strategic Plans
ITIL Terminology
OSF’s Service Portfolio
OSF’s Service Catalog
Service Catalog Request Process
ITIL Training
Contents
ITIL Training
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
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
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
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
Problem Management Tool
Dependent
Event Management
Application Service Request
Management Access Management
CRM 9.x ITIL Installation
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
Contents
ITIL Terminology
ITIL Training
ITIL Terminology
ITIL
Information Technology Infrastructure Library
ITIL Training
ITIL Terminology
ITIL v3 Library
The first three are primarily Operation and CSI are

concerned with bringing new or concerned with service
improved services to the service delivery and
catalog. optimization of current
services.
Continual
Service Service Service Service Service
Strategy Design Transition Operation Improvement
ITIL Training
ITIL Terminology
Service Strategy
Service Strategy
defines ISD’s high-
level approach to
Service
offering services to
Strategy
our customers. It
drives our service
offerings and
envisions our future
service offerings
ITIL Training
ITIL Terminology
Service Design
Service Design is
where new or
modified services are
Service
developed. Here we
Design
collect service
requirements,
alternate suppliers,
design service
solutions, and
integrate the service
into our offerings.
ITIL Training
ITIL Terminology
Service Transition
Service Transition
takes the newly
designed service and
Service makes it ready for
Transition
operation. This
involves any Change
Requests.
ITIL Training
ITIL Terminology
Service Operation
Service Operation:
The service is now
available for
Service
customer use. It will
Operation
be monitored by our
staff to evaluate
suggested changes
for optimal
performance –
Continual Service
Improvement
ITIL Training
ITIL Terminology
Service Operation
Continual Service
Improvement: The
Continual process where
Service recommendations
Improvement
are submitted to the
Strategy team or the
Design team for
consideration.
ITIL Training
ITIL Service
Service Operation and CSI

are where we deliver those
services to our customers
and make Service
Service
recommendations for Operations
improvements to Service Transition
Strategy staff.
Continual Service Lifecycle

Service
Improvement
Service
Design Service Strategy, Design,
and Transition are where the
Service we define new services and
retire old services no longer
Strategy offered. We do testing and
make all changes required
here.
ITIL Training
Where Items fit in the Lifecycle…
Incident Management,
Problem Management,
Service Request, Service
Catalog Requests, Service Service
Service
Desk and Satisfaction Operations
Surveys. Transition
Continual Service Lifecycle

Service
Improvement
Service
Design Service Catalog
development , Dashboards
Service creation, CRM configuration,
Application Development,
Strategy Fit Gaps, Testing, etc.
ITIL Training
Terms (Service Operations)
Incident Problem Service Request

Something is broken or Underlying “root-cause.” Routine pleas for help – but
about to break. nothing is broken. These
Remains open until include items like “can you
Repair as quickly as underlying issue is resolved. tell me Joe Blow’s phone
possible. number”, “can you unlock
Open Problems are not my account”, and “will you
Open incidents are measured against SLAs. reset my password.”
measured against SLAs.
Creates “work-arounds.”
Highest Priority
ITIL Training
Incident Manager Service Desk Problem Manager

The individual responsible ITIL recognizes three types Staff member
for ensuring repairs are “Desks” – a Call center, a responsible for ISD’s
made as quickly as possible. Help Desk, and a Service root-cause analysis. OSF
This staff also ensure cases Desk. The primary has designated the QA
are logged into CRM are delineation between the Manager for this role.
worked, annotated, and latter two is: Help Desk
resolved with all due haste. provides technical incident
OSF has designated the support and a Service Desk
Service Desk Manager for provides that as well as
this role. Service Request support.
ITIL Training
Process Owner Service Delivery Process Manager

Team
The Process Owner’s You. Well, actually the Hands-on, responsible for
responsibilities include various members of OSF the planning and
sponsorship, design, who have technical coordinating activities of the
Change Management and knowledge or institutional process including:
continual improvement of the knowledge that will aid in Monitoring
Process and its Metrics. both client discovery and Reporting
then in the implementation of Supporting the
the service.. process owner
ITIL Training
SA OLA SLA
Service Agreement Operating Level Service Level Agreement
An contractual agreement An internal agreement between An SLA is the contractual service

between with our customers departments within OSF (as well agreement we have with our
outlining the services we as with our contracted vendors.) customers. It guarantees
guarantee to provide. It may also OLAs ensure internal minimum performance criteria as
include restrictive covenants, accountability within our specialty well as remedial action should
dispute resolutions, and teams by establishing our service fall below that level.
additional clauses. expectations between support
teams.
ITIL Training
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
Contents
ITIL Terminology
ITIL Training
Service Portfolio
Pipeline
(Opportunity Map)
Metrics OSF Services offered on

Web
Services Catalog
Technical
Requirements
Retired Services
Service Catalog
Service Portfolio
Dashboards
ITIL Training
Dashboards
OSF Staff
View OLAs and CRM
Ok.Gov Statistics
Phase III –
Employee overview
of Case and OLA
Database and statistics.
Dashboard
applications
Customer
View
Service ISD
Catalog,SLAs Management
Service Adoption, Views
Phase I - Service Catalog
Phase II - SLA SLA, Incident /
Problem Rates
Phase I - Customer
Services Database
ITIL Training
Contents
ITIL Terminology
OSF’s Service Catalog
ITIL Training
What’s in the Catalog
Service
Existing / New
Define Service Availability
What services do we When is this service
offer? (Email available? (24x7x365.
Services, Hosting M-F 8-5)
Services, Blackberry,
Centralized Payroll)
Market
Who may order this
service?
Cost
What does it cost the
Customer customer?
Benefit Why OSF
What benefit is this to Why should the
to the customer? How customer order this
does it help their Core from OSF rather than a Bundling
Business? 3rd party? Can this be bundled?
ITIL Training
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
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

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Information

Office of State Finance

ITIL and OSF’s Strategic Plans

OSF’s Service Portfolio

OSF’s Service Catalog

Service Catalog Request Process

ITIL and OSF’s Strategic Plans

Provide a roadmap to improved customer satisfaction with IT

The ITIL framework will allow us to interact with other vendors

Completed in 2009 -2010

Customer Dashboards CMS / CMDB implementation

ITIL and OSF’s Strategic Plans

Information Technology Infrastructure Library

The first three are primarily Operation and CSI are

Service Operation and CSI

Continual Service Lifecycle

Continual Service Lifecycle

Incident Problem Service Request

Incident Manager Service Desk Problem Manager

Process Owner Service Delivery Process Manager

An contractual agreement An internal agreement between An SLA is the contractual service

A RACI chart is a straightforward responsibility matrix

RACI Charts will be

ITIL and OSF’s Strategic Plans

OSF’s Service Portfolio

Metrics OSF Services offered on

ITIL and OSF’s Strategic Plans

OSF’s Service Portfolio

OSF’s Service Catalog

•When an agency subscribes

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