We have good people but poor processes, and it’s validated by a third party. These areas translate into: Slow to implement requests from customers (request management) Slow to fix things that break (incident management, problem management) We don’t plan well (capacity management, release management, configuration management)
Emphasize that 70 percent of our equipment exceeds the useful life cited by industry standards.
From Operations: Emphasize partnership with Governor’s Office and OPB.
Operational effectiveness falls short * Making demonstrable improvements in service and have integrated processes Has begun to leverage investments through activities like trend analysis, management reporting and process automation to improve service Has implemented all the basic practices, but are not leveraging the investment to improve service or add value Has not yet implemented all the basic (mandatory) practices such as documented processes, organizational commitment and budget, and maintenance of process information * Based on Information Technology Infrastructure Library (ITIL) Page 5 IT Service Continuity Release Management Capacity Management/Planning Service Level Management Request Management Configuration Management Change Management Problem Management Incident Management GTA Process