itil 1 oklahoma office of state finance information services division instructions: service catalog...
TRANSCRIPT
ITIL
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Oklahoma Office of Oklahoma Office of State FinanceState Finance
Information Services DivisionInstructions: Service Catalog Request
Office of State Finance
ITIL Training
Contents
ITIL Terminology
Roles
Request Review Board
Process
Purpose
Policy
Office of State Finance
ITIL Training
Contents
Purpose
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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Office of State Finance
ITIL Training
Contents
ITIL Terminology
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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Office of State Finance
ITIL Training
Contents
Roles
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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Office of State Finance
ITIL Training
Contents
Request Review Board
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 BoardMembership
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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
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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Office of State Finance
ITIL Training
Contents
Process
Service Catalog Request Process
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.
Customer
Unit Manager
Customer Service Manager
Publish Proposal Internally
Customer Agrees Customer
Approves of Work
Customer Service Manager Updates SLA
and initiates Billing
Review Request Board
Approves
Service Delivery Team Executes
Service Desk
Develop Proposal
Entered into CRM
Customer Service ensures case is
closed.. Satisfaction Survey sent.
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Service Delivery Team Assembles
Perform Discovery
Service Catalog Request Process
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
Customer
Unit Manager
Customer Service Manager
Publish Proposal Internally
Customer Agrees Customer
Approves of Work
Customer Service Manager Updates SLA
and initiates Billing
Review Request Board
Approves
Service Delivery Team Executes
Service Desk
Develop Proposal
Entered into CRM
Customer Service ensures case is
closed.. Satisfaction Survey sent.
.
Service Delivery Team Assembles
Perform Discovery
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Process Flow Milestones (Status Changes)
A detailed process flow can be found in the document
I:\Function\QA\Service Catalog Request\Framework Templates\Request_Governance_Process OSF.doc
Request for Service Process Milestones
New Proposal Build Execution Closed
Req
uest
R
evie
w B
oard
SA
/SLA
Adm
inO
SF
Ser
vice
Del
iver
y Te
amO
SF
Req
uest
M
anag
erC
usto
mer
1Submit Request
2Register Request
3Assemble Service
Delivery Team
4Perform Client
Discovery
5Develop Proposal
6Publish Proposal
Internally
7Review / Approve
Proposal
8Review / Approve
Proposal
9Execution
10Proposal
Requirements Met?
11Update Service Matrix & Initiate
Billing
12Close Request
Office of State Finance
ITIL Training
Contents
Policy
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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