IT Service Management

Service Description

IT Service Management (ITSM) is a shared service that provides a cost-effective, reliable, scalable, secure, feature-rich software tool that can be used by state agencies to manage Incidents, Service Requests, Problems, and Changes in support of customers and lines of business. This service uses BMC® Remedy IT Service Management suite of tools, which is compliant with the Information Technology Infrastructure Library (ITIL).

IT Service Management Features

• Incident Management -- for managing and tracking Incidents (a disruption to normal operations) and Service Requests (for new services, software or hardware). This Incident Management application is designed to manage the entire Incident Management process to assist in restoring service to customers as quickly as possible. The ability to prioritize Incidents and Service Requests according to business impact allows staff to focus efforts where it matters most.
• Problem Management -- for managing Problem investigations from detection to eradication through the ITIL sub-processes of Problem Control, Error Control, and Pro-Active Problem Analysis.Problem Management processes remove defects from the IT infrastructure, eliminate recurring Incidents, and stabilize the environment.
• Change Management -- for tracking scheduled and planned infrastructure changes. This includes process management and planning capabilities that help increase the speed and consistency in the way changes are implemented while minimizing risk and errors. This module includes a built-in approval process for Change and Release Management. The Change module is completely integrated with Incident, Problem, and Service Level Management applications.
• Service Level Management -- for tracking Service Level commitments with customers and from vendors, thus allowing management to pinpoint weaknesses and take corrective action.

Benefits

• Ability to access and leverage a "best in class" Service Management software solution as a shared service without having to fund the significant up-front investment associated with the acquisition and deployment of a comparable vendor or in-house solution
• Shared services provide an economy of scale so ongoing costs are significantly lower than those of comparable solutions

Customers

Ten service desks at the following agencies:

• Department of Environment and Natural Resources (DENR)
• Department of Health and Human Services (DHHS) -- 5 service desks
• Division of Juvenile Justice and Delinquency Prevention (DJJDP)
• Department of Public Instruction (DPI)
• Office of Information Technology Services (ITS)

How Do We Charge?

IT Service Management (ITSM)

Product Category	Product Description	Rate	Unit
None	Monthly subscription for named user access to the service desk capabilities (only) within the ITSM Service domain. These capabilities include the functionality associated with Incident and Problem Management functions and associated processes.	$55.00	per named user per month

Next Steps

• To take advantage of our service, contact the ITS Service Desk at 919-754-6000 or 1-800-722-3946, or email ITS.incidents@its.nc.gov to request consultation from IT Service Management.
• We will respond within 24 hours.
• Consultation with a member of the ITSM team will provide an overview of the ITSM solution and details of the data needed to on-board you to the service.
• Upon receipt of a signed Memorandum of Understanding (MOU) and the creation of a bill code (if necessary), we will begin your project.

Communications and Status

If you are a customer of this service, please visit the ITS Customer Communications Hub to self-register for communications regarding this service and to view Service Status.