ITS is transforming from an organization focused on technology to one focused more on customers and processes. The Operational Excellence Program (OEP) was implemented to achieve this vision. The OEP is a continuous service improvement program that seeks to develop ITS into the state's center of excellence for IT infrastructure service management. ITS chose the ITIL® IT Service Management framework as the foundation for this program because of its non-proprietary nature and widespread adoption.
The Operational Excellence Program focuses on achieving two central objectives: