Kentucky Commonwealth Office of Technology

Janet Lile
Executive Director

The Office of Enterprise Technology is responsible for coordinating enterprise IT governance activities and strategic IT direction, oversight of large IT projects and long-term IT capital planning within the Executive Branch. The office is also responsible for the coordination of all Enterprise IT Policies, Architecture and Standards within the executive branch of state government.  In addition the Office is responsible for the operation of the Commonwealth Service Desk.

The Office of Enterprise Technology consists of one division.

Division of IT Governance

Division Director: Glenn Thomas

The Division of IT Governance coordinates IT governance activities such as the Enterprise Architecture and Standards program and the development of enterprise policies. The division also supports the greater project management community within the Executive Branch through the Enterprise Project Management Office (EPMO). The EPMO is responsible for project portfolio management, tracking IT capital projects, establishing project management standards and best practices, enterprise IT standards and policies, mentoring, training, and other services pertinent to IT project managers and state agencies. 

 The Division is also responsible for the operation of the Commonwealth Service Desk. The Service Desk provides assistance and support for all statewide customers who use the Commonwealth of Kentucky's IT infrastructure shared services.

Customer Service Desk Branch

The Customer Service Desk Branch is currently composed of two separate teams:

Service Desk

The service desk is the central point of contact for all IT requests coming into COT. A comprehensive service desk will make it easier for customers to request and receive IT support from COT. The service desk’s goal is to facilitate the restoration of normal operational services within agreed service levels and business priorities, while improving the usage of IT support resources and reducing the overall cost for IT support. This team also includes Front Range support personnel such as the Front Range administrators and trainers.

Service Level Management

The objective of the service level management process is to manage and maintain the quality of IT services delivered to customers. The process also seeks to improve on the quality of service delivered to customers by reviewing the level of performance achieved by the IT service desk and the service support areas. This is achieved through a continuous cycle of agreeing, monitoring and reporting upon IT service level performance.

Processes that form service level management:

• Reviewing existing services
• Monitoring current metrics
• Negotiating with the customers
• Reviewing the underpinning contacts of 3^rd party service providers
• Producing and monitoring the Service Level Agreement (SLA)
• Implement service improvement policy and processes
• Establishing priorities
• Planning for service growth
• Involvement in the accounting process to cost services and recover these costs

Location

The Office of Enterprise Technology is located at:

Jones Building
120 Glenns Creek Rd.
Frankfort, KY 40601
(502) 564-0869
(502) 564-0427 (fax)
Google Maps location