1. ITIL 1 Oklahoma Office of State Finance Information Services Division Instructions: Service Catalog Request

2. Office of State Finance ITIL Training Contents ITIL TerminologyRolesRequest Review BoardProcessPurpose Policy

3. Office of State Finance ITIL Training Contents Purpose

4.  Provide a consistent method to follow (and consistent terms) when Agencies submit requests for new services (not for requests covered by an existing SLA)  Identify groups & personnel that should be involved in the process and at what stage 4

5. Purpose  Define consistent flow from initial request to delivery of services  Define specific artifacts to be used  Establish general policies regarding how new services are to be proposed and delivered 5

6. Office of State Finance ITIL Training Contents ITIL Terminology

7. Terminology  Service Request (®ITIL) – Low risk, low cost, generally preapproved request from a user for an IT Service. For example to reset a password, or to provide standard IT Services for a new user.  Service Catalog Request - A service request initiated by an authorized requestor for either standard or non-standard OSF ISD services. This may be for standard services not yet provided to the agency or for new services not yet provided to anyone. 7

8. Terminology  Service Level Agreement ( ® ITIL) – Commonly referred to as an SLA, An agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the Customer. 8

9. Office of State Finance ITIL Training Contents Roles

10.  Authorized customer requestor – Initial contact may be from anyone from the agency/company. However, to move forward with the execution of a proposal, the person from the enterprise who has the authority to commit funds, should sign the proposal. The name of this person should be identified either before or during the discovery process. 10

11. Roles  OSF Request Manager (Drew Hall)  Oversight of Service Catalog Request process  Liaison with requesting Agencies  Service Delivery Team  Composed of representative of all functional groups involved in performing any part of the proposal  Develops proposals  Performs the work 11

12. Office of State Finance ITIL Training Contents Request Review Board

13. Roles  Request Review Board  Review all requests to make certain that agency’s needs are fully understood and that they fit within OSF’s strategic service objectives  Review proposal for completeness and alignment with OSF’s technical infrastructure and recommend approval or rejection (The review board can make recommendations but does not approve/reject proposals. That is up to senior OSF/ISD mgt.)  Prioritizes outstanding requests for service based on commitments, need, and urgency 13

14. Roles Request Review Board Membership 14 Position / RoleName Coordinator OW Thomasson OSF Chief Technical Officer Pat Elwood Business Analyst Lisa McKeithan Functional Team Managers Cynthia Shackelford, Larry Hicks, Bob Walker, Michael Grisser, Ralph Smith, David Marshall, Allie Larman Process Facilitator OW Thomasson Representative from the Security group Ken Ontko NIC (OK.gov)Rodney Rollison

15. Request Review Board  Schedule  Weekly  Adjacent to Operations/Change Management  Agenda  Items needing RFB review: New Requests awaiting Strategic Direction Decision Proposals awaiting approval  Review for Status Review items on Request Log Adjust priorities if necessary 15

16. Office of State Finance ITIL Training Contents Process

17. Service Catalog Request Process  Customer initiates a Service Catalog Request  The request goes to the Customer Service Manager or to a local unit manager.  The Customer Service or Unit Manager enter the request into CRM.  The Customer Service Manager puts together the Service Delivery Team.  The Service Delivery Team performs client discovery.  The Service Delivery Team or designee draft a proposal.  The Service Delivery Team publishes the proposal internally to ISD.  The Review Board approves/rejects the proposal and if approved, sends proposal to customer.  If the customer agrees…  The Service Delivery Team executes….  When the work is complete  The Customer Service Manager follows up with the customer to ensure satisfaction and then closes the case. Custome r Unit Manager Customer Service Manager Publish Proposal Internally Customer Agrees Customer Approves of Work Customer Service Manager Updates SLA and initiates Billing Review Request Board Approves Service Delivery Team Executes Service Desk Develop Proposal Entered into CRM Customer Service ensures case is closed.. Satisfaction Survey sent.. Service Delivery Team Assembles Perform Discovery

18. Service Catalog Request Process  This is a simplified representation of the work QA put into this process. There are nuances that we don’t display here, but are available in the full blown document.  There are contingences for rejection by the customer, by the review board, or by the CTO – they simply aren’t detailed here since this is merely concept presentation.  To review the full process flow, visit :  I:\Function\QA\Service Catalog Request\Framework Templates\Request_Governance _Process OSF.doc Custome r Unit Manager Customer Service Manager Publish Proposal Internally Customer Agrees Customer Approves of Work Customer Service Manager Updates SLA and initiates Billing Review Request Board Approves Service Delivery Team Executes Service Desk Develop Proposal Entered into CRM Customer Service ensures case is closed.. Satisfaction Survey sent.. Service Delivery Team Assembles Perform Discovery

19. 19 Process Flow Milestones (Status Changes) A detailed process flow can be found in the document I:\Function\QA\Service Catalog Request\Framework Templates\Request_Governance_Process OSF.doc

20. Office of State Finance ITIL Training Contents Policy

21. Service Catalog Request Policy  The Service Catalog Request process should be followed for all requests for new service, regardless of whether the request is eventually managed as a project or through the Service Request process.  At this time requests for CORE services and cabling will not be included. 21

22. Service Catalog Request Policy  To maintain consistency in logging, requests will be logged by the Help Desk.  Anyone at OSF who receives a request from an agency for services should collect as much detail as available and immediately forward to the Help Desk via email or phone call before working on developing a proposal. 22

23. Service Catalog Request Policy  Before OSF ISD prepares a proposal for a customer, approval must have been received from an authorized customer requestor to develop the proposal.  Initial approval for OSF ISD to develop a proposal may be verbal or written but must come from an authorized customer requestor.  Proposals must be approved by the Request Review Board before being presented to the requesting customer. 23

24. Service Catalog Request Policy  All customer costs will be presented with the proposal.  No work is to be performed implementing a solution until the Service Level Agreement with attached proposal has been presented to the customer by OSF ISD and has been signed and returned to OSF ISD. 24