IOTs ITSM-ITIL Roadmap

IOTs 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 states IT strategy, delivering value and maintaining a minimum level of competency while providing cost-effective, quality services.

Service Strategy Service Design Service Transition Service Operation Continual Process
Phase 1 Phase 2 Phase 3 Phase 4 Improvement - Phase 5
How to design, develop and implement service Design and development of services and service Development and improvement of capabilities Achieve effectiveness and efficiency in the delivery and Create and maintain value for customers
management as an organizational capability management practices. for transitioning new and changed services into support of services to ensure value for the customer and through better design, transition and
and a strategic asset. live service operation. the service provider. operation of services. Demings PDCA Model.

ITIL Processes Possible Projects for ITIL ITIL Processes Possible Projects for ITIL ITIL Processes Possible Projects for ITIL ITIL Processes Possible Projects for ITIL ITIL Processes Possible Projects for ITIL
Create Proj Portfolio Rev Brd.PSC Service Catalog Update to ITIL Standards and Transition Planning Event 7 - Step Improvement Transition from current
Strategy Generation Upgrade vFire from 9.4 to 9.7 Projects Not Yet Identified
Cost Control > Value Enhance FIN Management Gartner Recommendations. SM and Support Management Process 5-step to 7-step.
SM SM
and Management
Create Strategic Planning Brd.
Service Level Update & Merge SLA with Change Develop Enhanced CM Policies Optimize vFire Categories & Queues. SM Update CSP to Achieve
Management Services Catalog. Management & Procedures. Create vFire Auto-Close Program. Quality >10% Ticket Reporting. SM
Service Portfolio Benchmark Cost & Services SM SM/Arch SM
Management with Peers (Gartner). Extend Agency Approval. Management Update QAP to Achieve
SM SM
Implement Project Online for
Availability Service Asset & Incident <5% QCs.
Projects Not Yet Identified resource & capacity planning. PSC Extend M-box Reader to Include IPK Status. SM SM
Improve PC Tracking. Management Configuration Management
Management Review Overall Staffing Plan. Expand vFire Site Administration Console. SM
HR Service
Improve Billing Accuracy. Projects Not Yet Identified
Financial Capacity Develop Automated Actions on Tickets. SM Measurement
Enhance Agency Dashboard. Projects Not Yet Identified Release and
Management Management Increase 1st Touch Resolution % at HelpDesk.
Deployment Projects Not Yet Identified
Improve Collection.
Management Service Update KPI Reporting
Request Implement Self-Service Password Reset.
Improve Billing Transparency. HS Reporting Process.
IT Service Continuity Update current DR procedures Fulfillment SM
Management to meet ITIL standards. Service Testing and Management Pilot Service Requests in vFire. SM
SEC Projects Not Yet Identified
Demand Identify & Baseline Current Validation
Management Demand. SM Implement Enhanced PS Security Problem Establish Problem Mgt Committee. SM
Framework. GMIS Management Create Breach Management Program.
Mature the Agency Liaison SM
Enroll devices in MDM. Change Evaluation Projects Not Yet Identified
Business Relationship Program. SM NM
Management Measure Agency Liaison SM
Information Block mobile access to email Access/Rights
unless using MDM. Projects Not Yet Identified
Program Success. Security
ESS
Create & Test SOPs for Key Management
Automate System Builds for PZ. Knowledge services.
Management
Management
SM
Color/Symbol KEY
Define/Create Initial CMDB(s)
Impl. Self-Doc Admin Portals SM = CIO Recommendations

Impl. Least Privilege Access. = Listed as Recommended Area of Focus

in IOTs November 2016 Gartner Study.
vFire IOTs ITSM System Supplier
Project Goal(s):
vFire Modules in Use Include: Projects Not Yet Identified
Management = Maximize Security
1. Foundation = Improve Customer Relationships
2. Service desk
= Empower State Workers
3. Workflow Management
4. Customer Portal = Projects & Resource Allocations
5. Knowledge Bank IOTs Vision IOTs Mission Project Timeframe:
6. Asset Management
To be a trusted enterprise-technology To provide cost-effective, secure, 9 14

7. Integration Platform Completed 2018 Focus Areas

provider that enables partners to consistent, reliable enterprise-technology
securely deliver high quality services to services to our partner agencies so they 19
2019 and Beyond 9

Maintained by the Deputy CAO 2017 Focus Areas

citizens. can better serve our mutual customer, Focus Areas
IOT Service Management (SM) Department
Updated January 23, 2017 the Hoosier taxpayer.