ITIL

Information
Technology
Infrastructure
Library
ISD Division
Office of State Finance
Office of State Finance
ITIL Training
Contents
ITIL Terminology
OSFs Service Portfolio
OSFs Service Catalog
Service Catalog Request Process
ITIL and OSFs Strategic Plans
Office of State Finance
ITIL Training
Contents
ITIL and OSFs Strategic Plans
Office of State Finance
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.
Office of State Finance
ITIL Training
Diagram
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 Vision
Office of State Finance
ITIL Training
Diagram
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.

Why ITIL?
Timeline.
Office of State Finance

ITIL Training
Service Catalog Development
Service Catalog Request Process
Designed and implemented
CRM 9.x ITIL Installation
Incident Management
Problem Management
Customer Dashboards
ISD Management Dashboards
Full Customer database on-line.
Customer SLA Dashboard
Availability Management
CMS / CMDB implementation
ISD Staff Dashboards
Capacity Management
Event Management
Access Management
Tool
Dependent
But this isnt all there is to ISDs ITIL. As our agency matures
well implement additional components of the ITIL framework.
Completed in 2009 -2010
Application Service Request
Management
Office of State Finance
ITIL Training
Contents
ITIL Terminology
ITIL and OSFs Strategic Plans
Office of State Finance
ITIL Training
ITIL Terminology
ITIL
Information
Technology Infrastructure Library
Office of State Finance
ITIL Training
ITIL Terminology
ITIL v3 Library
The first three are primarily
concerned with bringing new or
improved services to the service
catalog.
Service
Strategy
Service
Design
Service
Transition
Service
Operation
Continual
Service
Improvement
Operation and CSI are
concerned with service
delivery and
optimization of current
services.
Office of State Finance
ITIL Training
ITIL Terminology
Service Strategy
Service Strategy
defines ISDs high-
level approach to
offering services to
our customers. It
drives our service
offerings and
envisions our future
service offerings
Service
Strategy
Office of State Finance
ITIL Training
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
Office of State Finance
ITIL Training
ITIL Terminology
Service Transition
Service Transition
takes the newly
designed service and
makes it ready for
operation. This
involves any Change
Requests.
Service
Transition
Office of State Finance
ITIL Training
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
Continual
Service
Improvement
Office of State Finance
ITIL Training
ITIL Terminology
Service Operation
Continual Service
Improvement: The
process where
recommendations
are submitted to the
Strategy team or the
Design team for
consideration.
Office of State Finance
ITIL Training
ITIL Service
Service Lifecycle Continual
Service
Improvement
Service
Operations
Service
Transition
Service
Design
Service
Strategy
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 Operation and CSI
are where we deliver those
services to our customers
and make
recommendations for
improvements to Service
Strategy staff.
Office of State Finance
ITIL Training
Where Items fit in the Lifecycle
Service Lifecycle Continual
Service
Improvement
Service
Operations
Service
Transition
Service
Design
Service
Strategy
Service Catalog
development , Dashboards
creation, CRM configuration,
Application Development,
Fit Gaps, Testing, etc.
Incident Management,
Problem Management,
Service Request, Service
Catalog Requests, Service
Desk and Satisfaction
Surveys.
Office of State Finance
ITIL Training
Terms (Service Operations)
Something is broken or
about to break.

Repair as quickly as
possible.

Open incidents are
measured against SLAs.

Highest Priority
Incident
Underlying root-cause.

Remains open until
underlying issue is resolved.

Open Problems are not
measured against SLAs.

Creates work-arounds.
Problem
Routine pleas for help but
nothing is broken. These
include items like can you
tell me Joe Blows phone
number, can you unlock
my account, and will you
reset my password.

Service Request
Office of State Finance
ITIL Training
Terms (Service Operations)
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.
Incident Manager
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.
Service Desk
Staff member
responsible for ISDs
root-cause analysis. OSF
has designated the QA
Manager for this role.

Problem Manager
Office of State Finance
ITIL Training
Terms (Service Operations)
The Process Owners
responsibilities include
sponsorship, design,
Change Management and
continual improvement of the
Process and its Metrics.
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..
Service Delivery
Team
Hands-on, responsible for
the planning and
coordinating activities of the
process including:
Monitoring
Reporting
Supporting the
process owner
Process Manager
Office of State Finance
ITIL Training
Terms (Service Operations)
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.
SA
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.
OLA
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.
SLA
Other Terms Youll Hear
Office of State Finance

ITIL Training
A RACI chart is a straightforward responsibility matrix
detailing each processes tasks and each tasks 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.
Office of State Finance
ITIL Training
Contents
ITIL Terminology
OSFs Service Portfolio
ITIL and OSFs Strategic Plans
Dashboards
Office of State Finance
ITIL Training
Service Portfolio
Metrics
Service Portfolio
Retired Services
Services Catalog
Technical
Requirements
Service Catalog
Pipeline
(Opportunity Map)
OSF Services offered on
Web
Office of State Finance
ITIL Training
Dashboards
OLAs and CRM
Statistics
Service Adoption,
SLA, Incident /
Problem Rates

Phase I - Customer
Services Database
Phase I - Service Catalog
Phase II - SLA

Phase III
Employee overview
of Case and OLA
statistics.
Ok.Gov
Customer
View
ISD
Management
Views
OSF Staff
View
Database and
Dashboard
applications
Service
Catalog,SLAs
Office of State Finance
ITIL Training
Contents
ITIL Terminology
OSFs Service Portfolio
OSFs Service Catalog
ITIL and OSFs Strategic Plans
Office of State Finance
ITIL Training
Whats in the Catalog
Define Service
What services do we
offer? (Email
Services, Hosting
Services, Blackberry,
Centralized Payroll)
Service
Existing / New
Availability
When is this service
available? (24x7x365.
M-F 8-5)
Customer
Benefit
What benefit is this to
to the customer? How
does it help their Core
Business?
Cost
What does it cost the
customer?
Bundling
Can this be bundled?
Market
Who may order this
service?
Why OSF
Why should the
customer order this
from OSF rather than a
3
rd
party?
The Catalog Form
Office of State Finance
ITIL Training
Service Catalog

After extensive work with ISDs 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, well use the
catalog to create a shopping cart
allowing an agency to select their
services on line.

Customer Database
Office of State Finance
ITIL Training
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.