The OCIO of this federal agency planned to integrate multiple ITSM processes to better respond to incidents, manage assets, and streamline IT client communications through a single point of contact, in alignment with the ITIL framework. To start, they commissioned an ITIL Process assessment across 13 OCIO organizations to evaluate the overall maturity of their ITIL processes against the established industry framework. The ITIL assessment observed service desk functions, processes, and practices then reported the gaps and findings. The OCIO determined the design and launch of a Service Management Office would be the best way to correct these findings and improve overall service delivery.
After conducting a full assessment and evaluation of future process improvement activities, we identified strengths and best practices to apply toward the development of a Concept of Operations and Roadmap for the future state of this federal agency’s OCIO IT service management. Beyond20 introduced the ESC concept of operations and proposed actionable recommendations to mature the OCIO’s ITSM capabilities. The recommended goals and objectives for ESC assessment activities aligned Incident Management, Request Fulfillment, Problem Management, and Knowledge Management with ITIL best practices. The purpose was to optimize the customer experience, support business outcomes, benchmark services and maximize efficiencies, and continuously improve processes at the agency.
