The Information Technology Service Management Project (ITSM) originated with two project streams: The Tools and Processes Stream (TPS) and the Organizational Restructure Stream (ORS). The TPS component has completed the implementation of an enterprise IT service management tool-set and associated processes based on industry ITIL (IT Infrastructure Library) best practices. The nucleus of the toolset is based on Axios Asyst V106 with supporting web portal and services. As this implementation completes and moves into a sustainment phase, departmental demand will continue for the evolution of the toolset and optimization of supporting processes.
The ORS component of the program will develop and implement an IT service management framework that defines the Departmental way forward for the transformation, delivery and sustainment of IT service management capabilities. Initially the transformation will focus on the following seven areas of service management: Incident Management, Service Level Management, Change Management, Service Request Management, Portfolio Management, Service Catalogue Management and Asset Tracking. However, as the department’s capacity in these areas is developed and enhanced, other areas within the ITIL framework may also be undertaken.
The work is currently not being performed by a contracted resource.
