APPENDIX “B” Infrastructure and Project Management Frameworks OMES ISD uses the Information Technology Infrastructure Library (ITIL) framework to create a technology culture focused on providing quality services at the best value for the customer. Focusing on service demands a rigorous infrastructure capable of addressing the multiple components of service management. By incorporating ITIL into its service strategy, OMES ISD is continually: Evaluating the service needs of our customers and advances in technology that will improve the service relative to the cost (Design); Developing methods to introduce the new technologies with the least amount of disruption (Transition); and Monitoring and updating infrastructure to ensure services are effectively supported (Operation). ITIL is a proven framework that defines a comprehensive set of standardized Information technology processes. OMES ISD has defined and implemented the processes listed below. Each process is documented in a process manual, and training material is available. Metrics for each process are captured in the Support Service Level Dashboard and the Project/Enhancement , which are updated in near real-time and may be found online at . OMES ISD also uses a lightweight project management framework based on the Project Management Body of Knowledge (PMBOK®) principles. A project in OMES ISD is any unique product, service or result that will consume more than $15,000 in cost or resources. The purpose of the project management framework is to make sure that OMES ISD is working on the correct major work initiatives, and that those projects are completed on time and within budget. The framework mandates deliverables in each phase of the project management life cycle. Stage gates are used at the end of each phase in which sponsors and information technology management review the deliverables and authorize the continuation of the project. The project management framework mandates a monitor and control process for all active projects. The purpose of this process is to observe project execution, identify and solve problems as early in the life cycle as possible, and report completed project performance against desired performance. A Business Application Services Scorecard and Technical Services Scorecard are produced monthly. Completed project performance is reported quarterly on the Project/Enhancement Service Level Dashboard.
APPENDIX “B” Infrastructure and Project Management Frameworks OMES ISD uses the Information Technology Infrastructure Library (ITIL) framework to create a technology culture focused on providing quality services at the best value for the customer. Focusing on service demands a rigorous infrastructure capable of addressing the multiple components of service management. By incorporating ITIL into its service strategy, OMES ISD is continually: Evaluating the service needs of our customers and advances in technology that will improve the service relative to the cost (Design); Developing methods to introduce the new technologies with the least amount of disruption (Transition); and Monitoring and updating infrastructure to ensure services are effectively supported (Operation). ITIL is a proven framework that defines a comprehensive set of standardized Information technology processes. OMES ISD has defined and implemented the processes listed below. Each process is documented in a process manual, and training material is available. Metrics for each process are captured in the Support Service Level Dashboard and the Project/Enhancement , which are updated in near real-time and may be found online at . OMES ISD also uses a lightweight project management framework based on the Project Management Body of Knowledge (PMBOK®) principles. A project in OMES ISD is any unique product, service or result that will consume more than $15,000 in cost or resources. The purpose of the project management framework is to make sure that OMES ISD is working on the correct major work initiatives, and that those projects are completed on time and within budget. The framework mandates deliverables in each phase of the project management life cycle. Stage gates are used at the end of each phase in which sponsors and information technology management review the deliverables and authorize the continuation of the project. The project management framework mandates a monitor and control process for all active projects. The purpose of this process is to observe project execution, identify and solve problems as early in the life cycle as possible, and report completed project performance against desired performance. A Business Application Services Scorecard and Technical Services Scorecard are produced monthly. Completed project performance is reported quarterly on the Project/Enhancement Service Level Dashboard.