Support Process (ITIL)

The Office of State Finance (OSF) Information Services Division (ISD) uses the Information Technology Infrastructure Library (ITIL) framework to create a technology culture focused on providing quality services at the best value for the customer.

Focusing on service demands a rigorous infrastructure capable of addressing the multiple components of service management.

By incorporating ITIL into its service strategy, OSF - ISD is continually:

• evaluating the service needs of our customers and advances in technology that will improve the service relative to the cost (Design);
• developing methods to introduce the new technologies with the least amount of disruption (Transition); and
• monitoring and updating infrastructure to ensure services are effectively supported (Operation).

ITIL is a proven framework that defines a comprehensive set of standardized Information technology processes. OSF - ISD has defined and implemented the processes listed below. Each process is documented in a process manual, and training material is available. Metrics for each process are captured in the Service Level Dashboards and compared against the defined Service Level Targets.