1. - 0 - Service Desk Replacement: IBM Service Desk Tivoli Tool Suite –Adopting a new best-in-class ITIL Platform: IBM Service Desk –Accelerated adoption using established off-the-shelf best practices –Dedicated Implementation team- joint IBM & ITD –Improved; customer friendly interface –Highly inclusive approach reaching across all of Commonwealth Phase 1 Focus ITD Future Phases to include other Secretariats - IBM-ITD Phased Implementation Phase 1: Service Desk, Incident Management, Change Management, Request Fulfillment Phase 2: Configuration Management Phase 3: Release Management, Asset Management, Problem Management

2. - 1 - Service Excellence Program - Service Desk Replacement Road Map JunJulAugSepOctNovDec Communication Training (ITIL & Tool) Documentation & Training Material Service Desk Tool Solution Testing Transition to Prod/Production CBT SR, Incident &Change Process & Procedure Guides We Are Here Go Live Non-Prod Infrastructure & Tool Build Prod Infrastructure & Tool Build SE Wiki ITD email blast Identify stakeholders ITIL System Admin. ISB Update CIO Cabinet Update Pilot ITDEHSAll Agencies Change Process & Procedure Guides Process Owners UAT Service Desk & Change Mgmt Network Eng. & Security UAT ITD UATEHS UATAll Agencies UAT

3. - 2 - Next Steps: ITD Service Desk Replacement Agency Stakeholder Outreach Contact agency “power users” to setup service desk review and demo application Customer Communication and Outreach External Training External Service Desk Pilot Testing (EoHHS) EoHHS has volunteered to participate in pilot testing Full system testing (All Customer agencies) Commonwealth Deployment (Post ITD Phase 1 Rollout) Review adopted ITD best practices Phase 1 (Service Desk, Incident, Change, Request Fulfillment) Process & Procedure Guide Review Training Material Deployment Strategy EoHHS, EOE & EEA have expressed interest