Commonwealth Office of Technology Implementing ITIL
COT's ITIL project recognized with a Best of Kentucky Technology Award
The Information Technology Infrastructure Library (ITIL) is a set of best practices designed to deliver high-quality IT infrastructure services. ITIL originated in England in the late 1980's and has become the world's most widely acclaimed approach to IT service management. In the U.S., ITIL is seen mostly in Fortune 500 companies, but the Commonwealth Office of Technology (COT) is leading the effort to bring ITIL to the public sector.
COT Deputy Commissioner Mark Rutledge (center) and
Commissioner Mike Inman (right) receive a Best of
Kentucky technology award from Jack Mortimer (left) of
Government Technology magazine.
"Implementing ITIL processes is quite a challenge, but it's a major component of Kentucky's strategy for transforming information technology," stated Commissioner of Technology Mike Inman. "We're very determined to bring about a fundamental change in the way IT services are provided to state agencies."
The Information Technology Infrastructure Library (ITIL) represents a unique approach to IT infrastructure support. ITIL categorizes all IT infrastructure support activities under the broad umbrellas of service support and service delivery. Both categories define a number of critical business processes and disciplines needed to deliver customer-focused IT services, such as the service desk process. By defining the major processes and relationships between them, ITIL provides a blueprint for IT infrastructure support that is process driven rather than technology product driven.
The COT ITIL Program was established in 2005 to re-engineer the way COT delivers IT infrastructure services to its customers. The goals of the initiative were outlined with a formal plan written in 2005. Key objectives of the plan include:
- Create standard enterprise-wide IT processes;
- Increase the reliability of infrastructure services;
- Reduce unplanned outages;
- Decrease the adverse impacts that changes have on customers;
- Improve customer satisfaction; and
- Transform COT into a service-oriented, process-driven organization.
COT's initial ITIL efforts included a staff reorganization and software upgrade that transformed COT's helpdesk into the new Commonwealth Service Desk, based entirely on ITIL principles and best practices. The most visible ITIL program activities to date include the establishment of a Change Advisory Board, the completion of ITIL Foundation certification training for dozens of staff members, installation of additional Remedy™ software modules and the delivery of various other Remedy™ training classes. To date, more than 1,680 student-hours of ITIL training have been provided for COT staff and 55 of the commonwealth's IT professionals have earned ITIL Foundation certification.
As a result of these efforts, COT is well on its way to successfully implementing seven of the 12 ITIL processes, including service desk, change management, configuration management, release management, incident management, problem management and service-level management. COT's ITIL project recently received a Best of Kentucky technology award in the category of Best Application Serving a Public Organization's Business Needs.