SPOTLIGHTS INFORMATION TECHNOLOGY
Service Delivery and Management Initiative Service Delivery Management is the method an organization uses to provide access to and support for its information technology resources including applications, data storage, cyber security, and technical support. Service Delivery Management reduces costs and improves the customer experience by ensuring that the provided services align with their needs and expectations. The Department of Information Technology’s (DIT) continued research on service delivery – both past practices and industry best practices – is paramount to the goal of continuous improvement and reducing non-standardized “shadow IT” (when IT services are procured outside of sanctioned IT means). DIT is using a four-phase, muti-cycle approach that consists of: Researching / Understanding Service Management, Assessing Current State of Service Management, Define Service Management Goals and Road Map, Implement and Evaluate. DIT has adopted a main-stream service delivery framework referred to as ITIL (Information Technology Infrastructure Library) that was first developed in 1980 and subsequently adopted by organizations across the globe. It manages IT services and creates value for an organization and its clients through 34 best practices grouped into three categories: General Management, Service Management, and Technical Management. DIT continues to conduct assessments of Service Delivery and Management through the lens of ITIL
Service Management Practices. Through these assessments, DIT identified: • Both mature process-based service delivery and ad-hoc unmanaged service delivery. • Similarities and Differences in needs and expectations of internal and external clients as well as business partners that are not direct customers. • Elements of both an Internal IT department and a Managed Service Provider. • That little consideration had been given to single contact resolution. • Some causes of shadow IT as well as related risks and increased costs. • Critical or revenue impacting business processes. • Legacy practices incongruent with modern IT practices. In the purview of Service Desk, single contact resolution represents a new focus. This replaces the model where first contact only served to gather request information and routing calls to second-level support. Careful analysis of the types and volumes of calls, combined with end-user feedback led to an understanding that first contact responders needed to be empowered to “fix” issues or “deliver” requests for service. Through a roadmap of training, system documentation, creation of a knowledge base, call center skill development and cross training, DIT has transformed the service desk from a place to report problems to a solution center that fixes issues to provide value.
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