State of Alaska, Department of Administration, Enterprise Technology Services

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Service Desk Management (SDM) Project

SDM Project Overview:

The Service Desk Management projectbegins the alignment of Enterprise Technology Services (ETS) with the Information Technology Infrastructure Library (ITIL) best practices framework, clearly define available services to ETS' customers, and improve the customer's experience with ETS. This project will replace USD with CA's Service Desk Manager solutions, define the services which ETS offers, establish service level agreements (SLAs) for all ETS services, begin the alignment of ETS' workforce with service management roles, implement service management in ETS and direct customers to a Single Point of Contact (SPOC), resulting in service consistency, more accurate metrics related to services, resources and organizational capacity.

The SDM Project began with an approved charter March 2010. The project was put on hold April 2011. The project was restarted January 2012. Below is a high level project schedule that will be updated as new information is available.

1/18/2012Project Restarted
1/2012 - 3/2012Project Planning withETS Staff &Contractors
4/9-13/2012ITIL/IT Service Management Assessement Meetings with ETS Staff
4/30/2012Assessment Findings & Recommendation Workshop
5/1-3/2012ITILTrainingfor ETS staff in Juneau
5/12 - 8/2012SOW negotiations with Contractor
7/10-7/12/2012ITIL Training for ETS staff in Anchorage
7/16 - 12/31/2012ITIL Process Development & Implementation
9/17/2012Solution Planning
10/2012 - 12/2012Solution Design, Integration/Configuration, Quality Assurance& Testing
12/30/2012(TBD)SDM 12.7Go-Live
1/2013Service Catalog &Asset & Configuration Management Phase IIBegins


Greetings USD User,

USD will be upgraded to Service Desk Manager (SDM) 12.7 on January 16, 2013. This upgrade will implement a simple user interface along with Information Technology Infrastructure Library (ITIL) processes that will provide for faster ticket routing and resolution. ETS staff have attended ITIL training and have begun implementing the processes for improved IT service delivery. For more information on ITIL, please visit the official website at:

Starting January 16, 2013, all new incident and request tickets for ETS products and services will be created in the SDM system, unless your agency is exempt. Exempt agencies (DOA-IT and DOA-DMV), will have ticket creation permissions for one year for their internal ticket operations. The current USD 11.2 system will continue to be available for one year for ticket management and closure for everyone else. USD users are encouraged to finalize tickets and/or close them in USD and open new tickets for ETS services in the new system as soon as possible. Historical data in USD 11.2 will be available in accordance with ETS' archiving policies. SDM 12.7 USER TRAINING SESSIONS SDM 12.7 one hour user training sessions will take place via Webex.

Please go to https://www. to attend one of the trainings listed below. A link to a recorded SDM training session will also be available on the SDM home page for your convenience. If you have any questions about the trainings, please contact Ed Maki at or Valleri Collins at

Training Schedule:

January 7-18, 2:00 3:00 p.m.

If you have any questions regarding the SDM Project, please contact Lori Yorba, SDM Project Manager -