Transcript Oklahoma Office of State Finance ITIL Information Services Division

Oklahoma Office of
State Finance
ITIL
Information Services Division
Instructions: Service Catalog Request
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Contents
Office of State Finance
Purpose
ITIL Terminology
Roles
Request Review Board
Process
Policy
ITIL Training
Contents
Office of State Finance
Purpose
ITIL Training
Purpose
 Provide a consistent method to follow
(and consistent terms) when Agencies
submit requests for new services (not
for requests covered by an existing
SLA)
 Identify groups & personnel that should
be involved in the process and at what
stage
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Purpose
 Define consistent flow from initial
request to delivery of services
 Define specific artifacts to be used
 Establish general policies regarding
how new services are to be proposed
and delivered
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Contents
Office of State Finance
ITIL Terminology
ITIL Training
Terminology
 Service Request (®ITIL) – Low risk, low cost,
generally preapproved request from a user for an
IT Service. For example to reset a password, or
to provide standard IT Services for a new user.
 Service Catalog Request - A service request
initiated by an authorized requestor for either
standard or non-standard OSF ISD services.
This may be for standard services not yet
provided to the agency or for new services not
yet provided to anyone.
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Terminology
 Service Level Agreement (®ITIL) –
Commonly referred to as an SLA, An agreement
between an IT Service Provider and a Customer.
The SLA describes the IT Service, documents
Service Level Targets, and specifies the
responsibilities of the IT Service Provider and
the Customer.
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Contents
Office of State Finance
Roles
ITIL Training
Roles
 Authorized customer requestor –
Initial contact may be from anyone from the
agency/company. However, to move forward
with the execution of a proposal, the person
from the enterprise who has the authority to
commit funds, should sign the proposal.
The name of this person should be identified
either before or during the discovery process.
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Roles
 OSF Request Manager (Drew Hall)
 Oversight of Service Catalog Request
process
 Liaison with requesting Agencies
 Service Delivery Team
 Composed of representative of all functional
groups involved in performing any part of the
proposal
 Develops proposals
 Performs the work
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Contents
Office of State Finance
Request Review Board
ITIL Training
Roles
 Request Review Board
 Review all requests to make certain that agency’s
needs are fully understood and that they fit within
OSF’s strategic service objectives
 Review proposal for completeness and alignment with
OSF’s technical infrastructure and recommend
approval or rejection (The review board can make
recommendations but does not approve/reject
proposals. That is up to senior OSF/ISD mgt.)
 Prioritizes outstanding requests for service based on
commitments, need, and urgency
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Roles
Request Review Board
Membership
Position / Role
Name
Coordinator
OW Thomasson
OSF Chief Technical Officer
Pat Elwood
Business Analyst
Lisa McKeithan
Functional Team Managers
Cynthia Shackelford, Larry
Hicks, Bob Walker, Michael
Grisser, Ralph Smith, David
Marshall, Allie Larman
Process Facilitator
OW Thomasson
Representative from the
Security group
Ken Ontko
NIC (OK.gov)
Rodney Rollison
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Request Review Board
 Schedule
 Weekly
 Adjacent to Operations/Change Management
 Agenda
 Items needing RFB review:
• New Requests awaiting Strategic Direction Decision
• Proposals awaiting approval
 Review for Status
• Review items on Request Log
• Adjust priorities if necessary
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Contents
Office of State Finance
Process
ITIL Training
Service Catalog Request Process


Service Desk
Entered into
CRM
Customer Service
Manager
Custome
r


Unit
Manager


Review
Request Board
Approves
Publish
Proposal
Internally
Develop
Proposal
Perform
Discovery
Service Delivery
Team Assembles




Customer
Agrees
Service Delivery
Team Executes
Customer
Approves of
Work
Customer Service
Manager Updates SLA
and initiates Billing
Customer Service
ensures case is
closed.. Satisfaction
Survey sent.
.


Customer initiates a Service
Catalog Request
The request goes to the
Customer Service Manager or to
a local unit manager.
The Customer Service or Unit
Manager enter the request into
CRM.
The Customer Service Manager
puts together the Service
Delivery Team.
The Service Delivery Team
performs client discovery.
The Service Delivery Team or
designee draft a proposal.
The Service Delivery Team
publishes the proposal internally
to ISD.
The Review Board
approves/rejects the proposal
and if approved, sends proposal
to customer.
If the customer agrees…
The Service Delivery Team
executes….
When the work is complete
The Customer Service Manager
follows up with the customer to
ensure satisfaction and then
closes the case.
Service Catalog Request Process

Service Desk
Entered into
CRM
Customer Service
Manager

Custome
r
Unit
Manager


Review
Request Board
Approves
Customer
Agrees
Publish
Proposal
Internally
Develop
Proposal
Perform
Discovery
Service Delivery
Team Executes
Customer
Approves of
Work
Customer Service
Manager Updates SLA
and initiates Billing
Service Delivery
Team Assembles
Customer Service
ensures case is
closed.. Satisfaction
Survey sent.
.
This is a simplified
representation of the work QA
put into this process. There are
nuances that we don’t display
here, but are available in the full
blown document.
There are contingences for
rejection by the customer, by the
review board, or by the CTO –
they simply aren’t detailed here
since this is merely concept
presentation.
To review the full process flow,
visit :
I:\Function\QA\Service Catalog
Request\Framework
Templates\Request_Governance
_Process OSF.doc
Process Flow Milestones (Status
Changes)
Request for Service Process Milestones
Proposal Build
Execution
4
Perform Client
Discovery
5
Develop Proposal
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Execution
2
Register Request
3
Assemble Service
Delivery Team
6
Publish Proposal
Internally
12
Close Request
7
Review / Approve
Proposal
SA/SLA Admin
Request
Review Board
Closed
10
Proposal
Requirements
Met?
8
Review / Approve
Proposal
1
Submit Request
OSF Request
Manager
OSF Service Delivery
Team
Customer
New
A detailed process flow can be found in the document
I:\Function\QA\Service Catalog Request\Framework
Templates\Request_Governance_Process OSF.doc19
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Update Service
Matrix & Initiate
Billing
Contents
Office of State Finance
Policy
ITIL Training
Service Catalog Request Policy
 The Service Catalog Request process
should be followed for all requests for
new service, regardless of whether
the request is eventually managed as
a project or through the Service
Request process.
 At this time requests for CORE
services and cabling will not be
included.
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Service Catalog Request Policy
 To maintain consistency in logging,
requests will be logged by the Help
Desk.
 Anyone at OSF who receives a request
from an agency for services should
collect as much detail as available and
immediately forward to the Help Desk
via email or phone call before working
on developing a proposal.
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Service Catalog Request Policy
 Before OSF ISD prepares a proposal for a
customer, approval must have been
received from an authorized customer
requestor to develop the proposal.
 Initial approval for OSF ISD to develop a
proposal may be verbal or written but
must come from an authorized customer
requestor.
 Proposals must be approved by the
Request Review Board before being
presented to the requesting customer.
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Service Catalog Request Policy
 All customer costs will be presented
with the proposal.
 No work is to be performed
implementing a solution until the
Service Level Agreement with
attached proposal has been
presented to the customer by OSF
ISD and has been signed and
returned to OSF ISD.
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