IT Service Management Presented by: Bill Robinett IT Service Mgmt Program & Project Office Manager Department of Information Services State of Washington 06.11.08

It is a way of standardizing IT functions What is ITIL? It is a way of standardizing IT functions Provides a Service Oriented approach to IT Developed in the U.K. about 20 years ago. The goal was to develop an approach that would be vendor-independent and applicable to organizations with differing technical and business needs

What is ITIL?

Align with the business Deliver services to customers Strategic Goals Align with the business Deliver services to customers Provide the overall framework Version 2 or 3? Governance, Service, and Assurance

ITIL in Government vs Private Sector Need for upper management adoption Costs Culture Change

Three Approaches: People, Process, Technology How do we get started? People – Reorganization or Not? Process – Which ones first? Technology – Tool is not the silver bullet

Governance and Adoption Stakeholder/Steering Committees Process Owners/Managers Owners are accountable Managers are responsible Training/Certification

WA DIS IT Service Management Program Overview Establish a comprehensive ITSM system at DIS that will allow delivery of high quality and consistently reliable services to our customers: DIS business focus – 2 year project Phased Approach Governance People/Process/Technology Metrics and CSI

DIS ITIL Long-term Strategy? SERVICE STRATEGIES Service Portfolio IT Financial Management IT Demand Management Strategy Generation SERVICE DESIGN Service Catalog Management Service Level Management Supplier Management Capacity Management Availability Management Service Continuity Mgmt Information Security Management SERVICE TRANSITION Change Management Service Asset & Configuration Mgmt Knowledge Management Release & Deployment Management SERVICE OPERATIONS Request Fulfillment Management Event Management Incident Management Problem Management Access Management Service Desk