Service Management
The Service Management Office (SMO) provides processes, tools and resources that enable the operation and delivery of high quality IT Services to Executive, Legislative and Judicial Branch agencies and users. As such, the SMO focuses on the framework to deliver IT Services and on strengthening the relationships with agencies and understanding information technology’s contribution to their business. The following Teams make up the Service Management Office (Please click on a Team name to view a detailed org chart):
The mission of Enterprise Operations is to provide IT operational support for all of ITD’s customers. In order to accomplish this, the Enterprise Operations Team:
- Manages the operation and monitoring of information systems and batch processing (24 x 7) of all hosted infrastructure
- Provides IT Service Management (ITSM) services through our CommonHelp Service Desk that ensures that all service calls and inquiries to ITD are tracked from registration to closure within agreed service levels and that all requests and changes follow agreed control procedures
- Ensures the health and welfare of the (Magnet) core networking infrastructure through our Technical Assistance Center (TAC)
- Provides pro-active problem management and availability management services to increase the Mean Time Between Failures (MTBF) and reduce the Mean Time to Resolution (MTTR) of incidents.
The Service Account Management Team is responsible for developing and managing the overall business relationship between the Information Technology Division (ITD) and its customers through proactive and collaborative account management. In order to accomplish this, the Service Account Management Team:
- Understands customers’ business and technology needs and properly identifying and communicating their requirements, both internally and externally, while assisting and delivering successful solutions
- Ensures clear communication directly with customers regarding ITD’s policies, guidelines, services, support and associated chargeback costs
- Supports ITD’s Capital Plan and coordinates the Investment Brief Process
The E2E Services Team provides the application framework for IT Service Management processes. The mission of E2E Services is to improve the customer experience with ITD E2E provides a single point of contact for all customer requests which:
- Enables ITD to streamline our internal work into repeatable and sustainable processes that contribute to consistent service delivery.
- Supports improved communications between ITD and customers which helps ITD meet customer expectations.
- Enhances self service by providing one place to go to request services and report incidents.
Updated July 23, 2009: Information provided by the Service Management Office