Operational Excellence Program

Strategic Overview

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:

  • Process maturity: improve the execution of core IT service management processes through process redesign, training, and technical integration to enable improved effectiveness and efficiency in IT service delivery.
  • Transparency: clearly communicate service delivery commitments, costs and results to clients to enable reciprocal accountability and better alignment of IT services with business needs.


  • Act as a change agent that facilitates IT business transformation.
  • Provide relentless support to our customers.
  • Enable enterprise services to obtain financial savings, reduce rework and improve resource management and usage.
  • Drive an IT integrated framework that focuses on the customer.


visit related sites nc.gov Governor's Office State CIO ITS