Team Spotlight: Service Management Support

October 5, 2022 – OTech offers a variety of infrastructure, software and professional services to state and local government entities. The IT Service Management Support (ITSM) provides best value by taking a “customer first” approach. 


Roles & Responsibilities:  


  • Process Analysis & Metrics is a newly created unit responsible for Problem and Knowledge Management, the coordination of Site Management Organization workgroup activities, and the management of requests on ServiceNow reports and dashboards. The team performs external root cause analysis (RCA) processes, coordinates RCA activities with Customer Engagement Services and OTech service areas, and follows through on approvals until the RCA is posted on the customer portal. Its focus is on improving the quality of services through distribution of Change & Incident metrics and reporting on key performance indicators for the executive dashboard. 
  • The ITSM Process Support unit supports Change Management and Request Fulfillment.  The team works with service owners to gather requirements to add, change or delete various components for the ITSM ServiceNow Catalog Item Definitions (CID).  On average, the unit works on over 200 catalog items and manages 900 change requests yearly. 
  •  When disaster strikes, the Process Deployment & Statewide Disaster Recovery unit is responsible for the expedient restoration of essential customer services. The team ensures applications most critical to the continuity of operations remain in operation during the period of failure recovery by collaborating with various OTech service groups and coordinating Disaster Recovery tests for subscribing DR customers. The team is also working on the Configuration Management Database (CMDB) enrichment project and completed their first milestone of creating the initial service definition of the eWIC application.  
  • The Enterprise Service Delivery (ESD) team provides centralized communication, coordination and customer service to deliver high-quality, end-to-end services to CDT customers.  Currently, supported platforms  include Windows and UNIX as well as Enterprise Linux on SystemZ platforms.