Project Milestones // August - December 2020

Implement IT Service Management Tool Suite

  • Began assessing current state to understand existing processes, tool functionality, and pain points for how things are done today.

  • Hosted workshops to ensure the ITSM tool functionality meets the needs of our customers. This work included refining processes, defining system requirements and generating user stories to detail the completion criteria for overall functionality.

Establish an IT Asset Management Program

  • Developed a detailed and focused IT strategy that streamlines the way assets are managed and maintained by customers, moving away from tracking spreadsheets to a single online management solution.

  • Pilot agencies were identified based on infrastructure complexity and have been engaged and onboarded.

Align Service Catalog with Best Practice Recommendations

  • Identified gaps and misalignments in current service catalog.

  • Partnered with service owners, finance, and a targeted group of agency technology leaders in a highly collaborative way to understand what will provide customers the highest value from a service catalog.

  • Created usable drafts of catalog content and organizational structure that includes customer benefits, accurate and detailed service descriptions, exclusions and customer responsibilities, service-level objectives and measures, relationships with other OIT services, and required catalog item fields and category structure.

Implement Real-time Billing

  • Engaged a broad group of agency volunteers each month to provide guidance regarding Real-time Billing processes, needed changes, and workable solutions so customers are able to make strategic business decisions and pay invoices based on the right data.

  • Conducted an agency go-live readiness survey to understand action items and support needed for the July 1 launch.

  • Implemented monthly shadow billing and launched the Real-time Billing website, giving agency customers additional visibility and transparency into their IT costs and utilization.

Pilot Agency Team Concept (One OIT)

  • Completed tabletop exercises with agency participants to identify gaps and changes needed to modernize the process. The team is reviewing the following proposed process changes:

    • Operations and Maintenance input is needed earlier in the Discovery and Planning phases.

    • Requesting agency will be required to identify the product owner as the decision-making role.

Mature Vendor Management

  • Presented vendor risk assessment process to agency partners for feedback.

  • Incorporated agency partner feedback into the implementation of a risk assessment program that provides a comprehensive view of a vendor’s company profile and interactions with other states.

  • Developed and implemented a Value Added Resellers performance management program to hold third-party vendors accountable through regular touch points and performance reviews.