Service Portfolio
1. Core IT Infrastructure Services
- Network Management: Provision, maintenance, and monitoring of municipal networks (LAN, WAN, VPN).
- Data Center Services: Hosting, maintenance, backups, and disaster recovery.
- Cloud Services: Management of hybrid or public cloud infrastructures.
- Enterprise Systems Support: Management of core applications like ERP, HR systems, etc.
2. IT Service Management (ITSM)
ITSM refers to the structured approach to delivering IT services. It ensures that IT services align with the organization’s needs. Key components may include:
- Incident Management:
- Resolution and logging of IT issues and incidents through a centralized helpdesk or ticketing system. This includes restoring normal service operations as quickly as possible to minimize disruption.
- Request Fulfillment:
- Processing and delivering standard service requests (e.g., new software installation, access requests).
- Problem Management:
- Identifying root causes of recurring issues and implementing solutions to prevent future incidents.
- Change Management:
- Managing changes to IT infrastructure, systems, or services in a controlled manner to minimize the risk of disruption. Includes documentation, approval workflows, and communication plans.
- Service Level Management:
- Establishing, monitoring, and reporting on Service Level Agreements (SLAs) to ensure the organization meets service expectations, including response and resolution times.
- Knowledge Management:
- Centralized repository for IT documentation, FAQs, and self-help resources to enhance service delivery and support efficiency.
- IT Service Desk:
- Primary contact point for users to report issues or request services. It ensures efficient management of incidents and requests using ITSM best practices.
3. IT Asset Management (ITAM)
ITAM focuses on tracking and managing the lifecycle of IT assets (both hardware and software). This ensures cost optimization, compliance, and effective usage. Key services include:
- Asset Discovery and Inventory:
- Automatic or manual identification, tracking, and logging of all IT assets, such as servers, workstations, network devices, and software licenses.
- Asset Procurement:
- Managing the purchasing process for new hardware or software, ensuring compatibility, compliance, and cost-efficiency.
- Lifecycle Management:
- Managing the lifecycle of hardware and software assets from acquisition to disposal, including maintenance schedules, warranty tracking, and decommissioning.
- Software License Management:
- Tracking software licenses, ensuring compliance with license agreements, monitoring usage, and optimizing renewals to avoid over-licensing or under-licensing.
- Hardware Management:
- Tracking physical IT assets such as servers, laptops, and mobile devices to optimize allocation, prevent overstocking, and ensure timely maintenance and replacement.
- Vendor Management:
- Handling vendor relationships related to IT assets, ensuring service contracts and warranties are upheld, and managing procurement cycles.
4. End-User Computing and Support
- Helpdesk/Service Desk: Central point for user support, ticket management (integrated with ITSM), and escalation.
- Device Management: Provision, deployment, and support for user devices like desktops, laptops, and mobile devices.
- Software Licensing: Managed by ITAM, this service ensures compliance and distribution of licensed software across departments.
5. Security Services
- Cybersecurity Management: Including firewalls, antivirus, and endpoint protection.
- Incident Response: Leveraging ITSM’s incident management framework to coordinate response to security incidents.
- Compliance Management: Ensuring adherence to IT security policies, regulations, and IT asset management best practices.
6. Telecommunication Services
- VoIP and Telephony: Provision and support of telephony services.
- Video Conferencing: Support for video conferencing platforms.
- Mobile Device Management (MDM): Managed through ITAM for secure mobile device usage.
7. Collaboration and Productivity Tools
- Email and Messaging: Provision of secure email and collaboration tools.
- Document Management: Tools for managing municipal documents and records.
- Project Management: Support for collaboration tools such as Microsoft Teams (integrated with ITSM for change and incident management).
8. GIS (Geographic Information Systems)
- Mapping and Spatial Analysis: Support for geographic data systems and services.
- Data Integration: Integrating GIS with other municipal applications.
9. Application Development and Support
- Custom Application Development: Development of custom applications, with ITSM supporting the change management and release processes.
- Web Services: Maintaining municipal websites and online services.
- API Integration: Connecting systems through secure API interfaces.
10. IT Governance and Policy Management
- IT Policy Development: Creation and enforcement of policies, including asset management policies through ITAM.
- Service Level Agreements (SLAs): Managed through ITSM, ensuring alignment of service delivery with expectations.
- Vendor Management: Overseeing vendors related to IT infrastructure, services, and assets.
11. Public-Facing Digital Services
- Public Access to Information: Providing online platforms for the public to access municipal services and information.
- Digital Services for Residents: Web-based or mobile applications for resident services (e.g., bill payments, permits).
- Civic Engagement: Platforms for public engagement and communication.
How ITSM and ITAM Enhance the Catalog:
- ITSM adds structure to the delivery and management of IT services, ensuring consistent performance, minimizing disruptions, and fostering continuous improvement.
- ITAM ensures that the municipality optimally utilizes its IT assets, reduces unnecessary spending, maintains compliance, and manages the lifecycle of hardware and software assets effectively.
Integrating ITSM and ITAM allows a municipal IT organization to provide more structured, efficient, and transparent services, benefiting both internal departments and external stakeholders.