State of Alaska, Department of Administration, Enterprise Technology Services

Departments >  Administration >  ETS >  Service Desk Management Project

Service Catalog & IT Asset Management (ITAM) Projects

Enterprise Technology Services (ETS) is an information technology (IT) service delivery organization. ETS has adopted and implemented the Information Technology Infrastructure Library (ITIL) framework for providing services to its internal and external customers. In January 2013 ETS upgraded its service desk manager (SDM) application to version 12.7. SDM is one component of ETS IT service management (ITSM) system.

The next phase of ETS’ service management improvement effort is the implementation of service catalog, process automation, IT asset management and CMDB (configuration management database). The Service Catalog/ITAM project will continue the alignment of ETS with ITIL best practices, clearly define and detail external and internal ETS services, provide for asset tracking, develop configuration item (CI) relationships, and improve the customer’s experience with ETS. The completion of this project will enable service management maturity - resulting in overall ETS service visibility, service consistency, service and asset lifecycle management, accurate metrics related to services, resources and organizational capacity.

DateActivity
June 2013Service Catalog Project kickoff & requirements gathering workshops
July 2013Service Catalog requirements & design documentation finalized
July – November 2013Service Catalog begins implementation
December 2013ITAM Project kickoff & ITIL asset & configuration management workshops
February 2014ITAM requirements gathering workshops
April 2014ITAM requirements & design documentation delivered from contractor.
April – June 2014Begin concurrent implementation of Service Catalog and ITAM solutions
July 2014Continue Service Catalog and ITAM implementation. Transition into production and Go-Live date to be determined.

For additional information on the ITSM projects contact Lori Yorba, Project Manager & Service Catalog Manager at lori.yorba@alaska.gov.