Government Technology - November 2007 - (Page 34) enterprise j j Synopsis: A successful ITIL implementation gives a state agency the metrics and data it needs to improve IT services, increase efficiency and save money. Agency: North Carolina Office of IT Services. state local federal Numbers ITIL revs up North Carolina’s service performance. Bythe Contact: Bill Willis, deputy CIO, North Carolina, NOV_07 ill Willis was looking for a better way to talk with his customers. As deputy CIO of North Carolina, he needed to know if his organization was doing a good job serving IT users in state government and which aspects of its services needed improvement. But pinning down the facts wasn’t easy. “I was getting overwhelmed by anecdotes,” Willis recalled. “I can’t fix those. But I can fix numbers.” In 2004, as North Carolina started moving from an agency-based IT structure toward an enterprise operation, the demand for a common language and a set of metrics grew ever clearer. It’s one of the major reasons the state launched a program to deploy the framework called the Information Technology Infrastructure Library (ITIL). Today, the state’s Office of Information Technology Services (ITS) is in the midst of a three-phase ITIL implementation. In June, Pink Elephant, an ITIL consultancy in Richmond, Calif., and Burlington, Ontario, gave North Carolina its 2006 award for ITIL Project of the Year. ITIL is a set of best practices for IT service management, which was developed in the 1980s by the UK-based Central Computer and Telecommunications Agency, now called the Office of Government Commerce. Contained in a series of books, ITIL offers guidelines for providing high-quality IT services using standard processes and establishing measurable performance goals. When a service organization lacks well defined processes, a problem that takes 10 minutes to resolve on Tuesday, for example, might take an hour and a half on Friday, said Joe Lithgo, director of the operational excellence program at ITS. Or a call for help with a balky PC might get passed like a hot potato from one technical group to the next. “The ultimate point is to make sure the computer is restored to normal service operation within the time required, as specified by the B 34 BY MERRILL DOUGLAS | CONTRIBUTING WRITER http://www.govtech.com
Table of Contents Feed for the Digital Edition of Government Technology - November 2007 Government Technology - November 2007 Contents Point of View Way Back Machine The Last Mile GT Spectrum Big Picture Building Better Government Up Close Inspector Gadget By the Numbers Money Talking No Greenwashing Pinching Pennies Bay Bridge Bustle Two Cents Products Signal: Noise Government Technology - November 2007 Government Technology - November 2007 - (Page Bellyband1) Government Technology - November 2007 - (Page Bellyband2) Government Technology - November 2007 - Government Technology - November 2007 (Page Cover1) Government Technology - November 2007 - Government Technology - November 2007 (Page Cover2) Government Technology - November 2007 - Government Technology - November 2007 (Page 3) Government Technology - November 2007 - Contents (Page 4) Government Technology - November 2007 - Contents (Page 5) Government Technology - November 2007 - Contents (Page 6) Government Technology - November 2007 - Contents (Page 7) Government Technology - November 2007 - Point of View (Page 8) Government Technology - November 2007 - Point of View (Page 9) Government Technology - November 2007 - Way Back Machine (Page 10) Government Technology - November 2007 - Way Back Machine (Page Alcatel1) Government Technology - November 2007 - Way Back Machine (Page Alcatel2) Government Technology - November 2007 - Way Back Machine (Page 11) Government Technology - November 2007 - The Last Mile (Page 12) Government Technology - November 2007 - The Last Mile (Page 13) Government Technology - November 2007 - GT Spectrum (Page 14) Government Technology - November 2007 - GT Spectrum (Page 15) Government Technology - November 2007 - Big Picture (Page 16) Government Technology - November 2007 - Big Picture (Page 17) Government Technology - November 2007 - Building Better Government (Page 18) Government Technology - November 2007 - Building Better Government (Page Symantec1) Government Technology - November 2007 - Building Better Government (Page Symantec2) Government Technology - November 2007 - Building Better Government (Page Symantec3) Government Technology - November 2007 - Building Better Government (Page Symantec4) Government Technology - November 2007 - Building Better Government (Page 19) Government Technology - November 2007 - Building Better Government (Page 20) Government Technology - November 2007 - Building Better Government (Page 21) Government Technology - November 2007 - Building Better Government (Page 22) Government Technology - November 2007 - Building Better Government (Page 23) Government Technology - November 2007 - Building Better Government (Page 24) Government Technology - November 2007 - Building Better Government (Page 25) Government Technology - November 2007 - Building Better Government (Page 26) Government Technology - November 2007 - Building Better Government (Page 27) Government Technology - November 2007 - Up Close (Page 28) Government Technology - November 2007 - Up Close (Page 29) Government Technology - November 2007 - Inspector Gadget (Page 30) Government Technology - November 2007 - Inspector Gadget (Page 31) Government Technology - November 2007 - Inspector Gadget (Page 32) Government Technology - November 2007 - Inspector Gadget (Page 33) Government Technology - November 2007 - By the Numbers (Page 34) Government Technology - November 2007 - By the Numbers (Page Sprint1) Government Technology - November 2007 - By the Numbers (Page Sprint2) Government Technology - November 2007 - By the Numbers (Page 35) Government Technology - November 2007 - By the Numbers (Page 36) Government Technology - November 2007 - By the Numbers (Page 37) Government Technology - November 2007 - Money Talking (Page 38) Government Technology - November 2007 - Money Talking (Page 39) Government Technology - November 2007 - No Greenwashing (Page 40) Government Technology - November 2007 - No Greenwashing (Page 41) Government Technology - November 2007 - Pinching Pennies (Page 42) Government Technology - November 2007 - Pinching Pennies (Page 43) Government Technology - November 2007 - Bay Bridge Bustle (Page 44) Government Technology - November 2007 - Bay Bridge Bustle (Page 45) Government Technology - November 2007 - Bay Bridge Bustle (Page 46) Government Technology - November 2007 - Bay Bridge Bustle (Page 47) Government Technology - November 2007 - Two Cents (Page 48) Government Technology - November 2007 - Products (Page 49) Government Technology - November 2007 - Signal: Noise (Page 50) Government Technology - November 2007 - Signal: Noise (Page Cover3) Government Technology - November 2007 - Signal: Noise (Page Cover4)
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