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ITAB OEP Update August 22, 2006. Joe Lithgo, Director Operational Excellence Program North Carolina Office of Information Technology Services. Measurably Improve the Efficiency and Effectiveness of IT Infrastructure Service Delivery
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ITAB OEP UpdateAugust 22, 2006 Joe Lithgo, Director Operational Excellence Program North Carolina Office of Information Technology Services
Measurably Improve the Efficiency and Effectiveness of IT Infrastructure Service Delivery • Better Align IT Service Delivery with Business Needs of the State • Transparency: Clear Commitments, Clear Costs, Clear Results • Establish ITS as the State Center of Excellence for IT Service Management OEP Objectives
IT Service Management • ITIL: framework for ITSM, de-facto standard • Optimal balance of people, process and technology • Shift organizational focus • From IT as Innovation to IT as Utility • From systems to services • From technology to customers • Key benefits of ITIL: • Defined processes, roles and responsibilities • Common language
Progress Summary • Change and Incident Management, July: cross-functional team designed processes • 45% improvement in incident resolution within target timeframe • 41% improvement in service request resolution within target timeframe • Presented methodology for Agency adoption to OEP customer focus group
Change Mgt Progress • Improved process compliance: • 60% increase in RFCs vs. June 2006 • 86% increase in RFCs vs. July 2005 • Ratio of planned vs. unplanned changes improved 18% • Successful changes increased 7% • Change Advisory Board • Post Implementation Reviews
Training Program To Date • ITIL Foundation Certification Training • 347 ITS staff • 178 staff from 14 additional Agencies • ITIL Practitioner Training • Process Design Teams • Manager’s Certificate in IT Service Management
Next Steps • Focus on MTTR trends and ratio of Urgent/Emergency Changes • Agency planning for process adoption • Service Level Management: October • Service Catalog, SLA model, OLAs • Problem Management: October • Phase two: • Release, Configuration mgt • Service Desk, Service Level Management II