The Office of Information Technology Service Management is responsible for the processes that support the planning, delivery, operation and control of COT's IT Services. OITSM strives to develop and implement processes that adhere to the IT Infrastructure Library (ITIL) framework and other best practices.
The Office of Information Technology Service Management consists of four branches:
Asset Management Branch
Branch Manager: Tara Mefford
The Asset Management Branch is responsible for meeting the demands of IT users for hardware and software assets, tracking all IT assets for efficient use of the Commonwealth's resources, and ensuring the secure removal and disposal of surplus IT assets.
Please visit the "Asset Management" web page for more information.
Business Relationship Management Branch
Branch Manager: Greg Thomas
This branch is responsible for managing and maintaining the quality of IT services delivered to customers by serving as a liaison between COT and the agencies. The branch seeks to improve the quality of service by monitoring current metrics, negotiating with customers, facilitating service improvement plans, planning for service growth and new technologies, and reviewing the cost of services with customers.
Please visit the "Business Relationship Managers" web page for more information.
Change Management Branch
Branch Manager: Sean McClure
This branch ensures that standardized methods and procedures are used for efficient and prompt handling of changes to the IT environment in order to minimize the impact on service.
Please visit the "Change Management" web page for more information.
Customer Services Branch
Branch Manager: Judy Dickerson
The Customer Services Branch is responsible for facilitating the restoration of normal operational services with agreed service levels and business priorities, as well as responding to change requests and inquiries. The Commonwealth Service Desk and State Operators are the central point of contact for all IT requests.
Please visit the "Commonwealth Service Desk" web page for more information.