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OIT Service Management Overview

OIT Service Management

IT service management (ITSM) is a system for managing information technology service that is based on the customer’s perspective of the contribution Information Technology makes to his or her business. This Customer Centric Service Management approach deliberately reverses conventional methods of IT management and business interaction that were predominately technology-centered.

ITSM requires that providers of IT services consider the quality and business value of the services they provide and concentrate on the relationship with customers rather than maintain the traditional approach of focusing on technology and the internal IT organization.

How OIT implements IT Service Management

OIT designed our Service Management system based on Best Management Practices outlined in the Information Technology Infrastructure Library (ITIL). The OIT Service Management system has been customized to help Maine State Government business units maximize the return on their IT investments and to provide the optimum and most economical technological support.

In order to maintain a truly market-driven approach and to assure that it remains flexible and responsive to the business needs of each agency, OIT designed the role of the Technology Business Consultant who is well versed in the key business initiatives and technology needs of the supported agency but is also expert in the State's Information Technology resources, goals, objectives and methods.

This approach is designed to assure alignment with overall State IT polices and goals while ensuring that a dedicated technology advocate/consultant is readily available who understands and supports the business workings of the supported agency and can act as a liaison between the business unit and OIT.

The four key components of OIT's Service Management system

1) The Technology Business Consultant (TBC)

The Technology Business Consultant (TBC) is the IT relationship manager assigned to each Agency and the primary point of contact in OIT for resolving issues between OIT and the Agency. The TBC also assists the agency with the development of the technology budget as well as negotiating and tracking progress against the Memorandum of Understanding (MOU) between the Agency and OIT. In addition, the TBC works closely with the Application Management Team to build a strategic IT plan that supports the agency’s key business initiatives.

2) The Service Catalog

The OIT Service Catalog is a web based listing of Information Technology Services designed to be understandable and useful for users. The catalog is designed to give users several ways to find the information they are seeking and it is written in business rather than technical language. Where available, links are provided to more detailed or technical information and to rates and costing data. The catalog includes (or links to) FAQ and help pages where they are available.

Multiple methods are included to allow users to report problems or submit comments and suggestions for improvement. The Service Management team activly seeks user input and reviews reported quality and effectiveness issues (see Continuous Improvement below) to facilitate continually updating and improving the catalog.

3) The Technical Catalog

IT systems are often highly complex and periodically require maintenance and updates. Data and processing interactions between two or more systems may require technical intervention and support. Also users often want or require changes in the structure or processes for an existing IT system.

Changes in roles, long periods between working on specific areas of a system and the fundamental complexity and sheer number of details involved in these systems makes easily and readily accessible and understandable technical documentation an essential component in the arsenal of tools OIT relies upon to provide service.

The OIT Service Management group is responsible for developing, designing, implementing and managing a document control and retrieval system that collects and catalogs the resources needed by technical staff to assure that they can always access the best tools available to maintain, improve and, if necessary, restore key services that our users depend upon.

4) Continuous Improvement

Service is never considered to be a finished product because there are always opportunities to improve or enhance the level, efficiency or effectiveness of services. The OIT Service Management team works with others throughout our organization to evaluate and measure our processes, products and delivery systems to find ways to improve service and/or reduce costs.

Some of the methods we employ to drive continuous improvement include:

Benefits for users

From the ITIL Best Management Practice website:

  • ITIL: Overview and Benefits

    ITIL provides a systematic and professional approach to the management of IT service provision. Adopting its guidance offers users a huge range of benefits that include:

    • reduced costs;
    • improved IT services through the use of proven best practice processes;
    • improved customer satisfaction through a more professional approach to service delivery;
    • standards and guidance;
    • improved productivity;
    • improved use of skills and experience; and
    • improved delivery of third party services through the specification of ITIL or ISO 20000 as the standard for service delivery in services procurements.

Service Level Targets & Agreements:

Service Management requirements, goals and objectives are documented in the Memorandum of Understanding (MOU) between the Agency and OIT.

OIT uses a standard format to develop a Memorandum of Understanding. The main body of the document (Sections 1 through 9) cover universal aspects of IT support covering standard statewide services and systems used by nearly agencies. Specific applications and needs unique to individual agencies are jointly developed and documented in appendices A through G . This combination of a standard format for universally used services and custom Appendices to reflect individual agency requirements gives an optimized combination of efficiency through standardization and business driven support design

The Memorandum of Understanding sections are:

1. Purpose
2. Agency Mission/Top IT initiatives
3. Management of Agency’s Application Systems
4. Management of Agency “End-User” Based IT Services
5. Lines of Communication
6. Contract Management and Invoicing
7. Internal Billing for IT Services
8. OIT’s Service Capacity
9. OIT’s Confidentiality Statement
10. Changes to this Agreement

A copy of the standard Memorandum of Understanding can be viewed

How to Escalate Service Issues:

    • Questions or issues that arise should be discussed with the Project Lead. If this does not resolve your issue, contact:
      David Packard
      Director of Service Management
      (207) 592-5099


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Page last modified: October 17, 2014