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Service Desk Replacement: IBM Service Desk Tivoli Tool Suite

–Adopting a new best-in-class ITIL Platform: IBM Service Desk

–Accelerated adoption using established off-the-shelf best practices

–Dedicated Implementation team- joint IBM & ITD

–Improved; customer friendly interface

–Highly inclusive approach reaching across all of Commonwealth• Phase 1 Focus ITD• Future Phases to include other Secretariats

- IBM-ITD Phased Implementation• Phase 1: Service Desk, Incident Management, Change Management,

Request Fulfillment• Phase 2: Configuration Management• Phase 3: Release Management, Asset Management, Problem

Management

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Service Excellence Program - Service Desk Replacement Road Map

Jun Jul Aug Sep Oct Nov Dec

Communication

Training (ITIL & Tool)

Documentation & Training Material

Service Desk Tool

Solution Testing

Transition to Prod/Production

CBTSR, Incident &Change Process & Procedure

Guides

We Are HereGo Live

Non-Prod Infrastructure& Tool Build

Prod Infrastructure& Tool Build

SE Wiki ITD email blast

Identify stakeholders

ITIL System Admin.

ISB UpdateCIO

Cabinet Update

Pilot ITD EHS All Agencies

Change Process & Procedure Guides

Process Owners UAT Service Desk & Change Mgmt

Network Eng. & Security UAT

ITD UAT EHS UAT All Agencies UAT

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Next Steps:

ITD Service Desk Replacement•Agency Stakeholder Outreach

•Contact agency “power users” to setup service desk review and demo application

•Customer Communication and Outreach•External Training•External Service Desk Pilot Testing (EoHHS)

•EoHHS has volunteered to participate in pilot testing•Full system testing (All Customer agencies)

Commonwealth Deployment (Post ITD Phase 1 Rollout)•Review adopted ITD best practices

•Phase 1 (Service Desk, Incident, Change, Request Fulfillment)•Process & Procedure Guide Review•Training Material

•Deployment Strategy•EoHHS, EOE & EEA have expressed interest

ITD Service Desk Replacement•Agency Stakeholder Outreach

•Contact agency “power users” to setup service desk review and demo application

•Customer Communication and Outreach•External Training•External Service Desk Pilot Testing (EoHHS)

•EoHHS has volunteered to participate in pilot testing•Full system testing (All Customer agencies)

Commonwealth Deployment (Post ITD Phase 1 Rollout)•Review adopted ITD best practices

•Phase 1 (Service Desk, Incident, Change, Request Fulfillment)•Process & Procedure Guide Review•Training Material

•Deployment Strategy•EoHHS, EOE & EEA have expressed interest