Government agencies utilize service management (ITSM) solutions like Service Now, KACE, Kaseya, Manage Engine, BOSS, Cherwell for their Incident, Problem, Change Management functions. These modules tie back to form the Configuration Management Database (CMDB) and sometimes limited by the tools, processes and legacy procedures followed by the team. Sonline LLC would help you discover the current maturity level, identify gaps, suggest ways and means to fix them and most importantly we help you with the Agency Service mapping. This is a critical exercise as you map key services with the application / infrastructure stack giving you the ability to respond to situations fully informed on the potential impact. Also, you can proactively gauge end user response, plan your backout plans (change management), and set right expectations to county / city administrators or department heads.
Agency Service Mapping - Key Steps to Success!
Our engagement starts with the initial discovery as we understand your Infrastructure, critical services that you support, ITSM / ITAM applications, internal processes, change management complexity, monitoring infrastructure, and reporting requirements. We work with your internal IT team and key stakeholders from other departments to evaluate the current setup, understand desired goals, identify gaps and help you charter through that. Our experience working with SLED (State, Local and Education) agencies across the country comes in handy as we understand the nuances of ITIL processes and apply the ones that are relevant for your agency requirements.
Our key deliverable includes objective analysis of your current Service Management infrastructure, ITIL Maturity score, review of your key processes such as Change Management, Risks and dependencies to critical agency services, creation of Agency Service Mapping (or evolve it fully), and creation of Playbook that can be easily followed by your internal team to maintain the environment. We advice on Best Practices and work with your internal team to determine the right course of action based on the priorities and alignment to critical services.