IT Service Management (ITSM)

A summary of this initiative is outlined in the table below:

Description

Business Alignment

Roadmap

IT Service Management (ITSM)

CEO-IT has been driving continuous IT Service improvements through the implementation of IT Service Management (ITSM) at the Orange County Data Center. ITSM and ITIL, upon which it is based, are both an integrated, process based, set of best practices to manage IT services. ITIL defines and documents the best practices, while ITSM employs them to meet unique customer requirements and priorities.

This on-going project effort focuses on the improvement of IT Service delivery with the goal of achieving more efficient IT operations and providing better customer service. In addition, ITSM maturity will enhance the County’s ability to absorb a Managed Service Contract.

FY 11-12

  • CEO-IT reorganized Service Delivery functions using the ITSM Organizational Design: Design & Planning, Build & Transition, and Operations
  • Implemented BMC’s End-to-End ITSM Suite, AMP, a cloud-based solution.
  • Implemented a CMDB – build out of the OC Data Center’s logical configuration mappings for asset tracking
  • Development of a Network Operations Center for real-time network, server, and application monitoring and dashboard reporting
  • Improved Change Management process through AMP/Remedy
  • Resource Planning through the use of Clarity IT Portfolio Capacity/Demand reports
  • Developed a CEO/IT Service Catalogue
FY 12-13
  • Continue to develop the CMDB, establishing relationships between Data Center networks, servers and applications resulting in improved troubleshooting and ability to isolate issues and inform those affected.
  • Continue the maturation of ITSM within CEO/IT.