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.

.

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.

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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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