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:
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.
|Process Description||Process Manual||Process Training|
|ITIL Overview - Introduction to ITIL concepts and terminology||ITIL Overview (.ppt, 29 ss, 6.8 MB)|
|Incident Management - Something is broken or about to break||Incident Management Process (.doc, 18 pp, 786 KB)||Incident Management Process Training (.ppt, 30 ss, 4.2 MB)|
|Problem Management – Root cause analysis and remediation||Problem Management Process (.doc, 15 pp, 572 KB)||Problem Management Process Training (.ppt, 15 pp, 2.3MB)|
|Service Request Process Overview – Starting point for understanding how requests for service are handled using ITIL||Service Request Process (.doc, 17 pp, 685 KB)|
|Application Service Request Process – General support and small change requests relating to PeopleSoft and other applications||Application Service Request Process (.doc, 18 pp, 655 KB)||Application Service Request Process Training (.ppt, 19 ss, 973 KB)|
|Change Management Process - Planning architectural changes to standard support services||Change Management Process (.doc, 15 pp, 643 KB)||Change Management Process Training (.ppt, 21 s, 1.8 MB)|
|Service Catalog Request – subscribe to available or request new services||Service Catalog Request Process (.doc, 14 pp, 858 KB)||Service Catalog Request Process Training (.ppt, 24 ss, 1.7 MB)|