Blog: Commitment to improve Customer Service

In a previous article I wrote about making it easier to do business with the State of Nebraska and now I want to announce the first of many changes to come to fulfill that commitment.

This week you will see a posting both internally and externally to add an IT Administrator, Operations position that will be part of my leadership team and responsible for delivering products and services to our customers that meet or exceed their expectations.

“The IT Administrator, Operations position reports to the Chief Information Officer and will oversee the functions responsible for customer service to all end users and continual process improvements for all IT. This position will manage all procedures related to the identification, prioritization, and resolution of end user requests, including the monitoring, tracking, and coordination of any customer service functions. The IT Administrator, Operations position will drive the ongoing adoption and maturity of *ITIL process across the department.”

The Office of the CIO should not be solely focused on application and network performance and availability, we should also be focusing on IT as a service, and the OCIO is charged with the delivery of that service. I have found from my experience that organizations that integrate IT operations management and IT service management are in a stronger position to deliver the services that clients expect, both internal to the State of Nebraska and our Citizens.

How do we measure success? Data…Data…Data…along with detailed trend analysis will show how IT is delivering services over time.


Integration of IT Operations Management and IT Service Management


We have a long way to go but we are starting to build the foundation now. Thanks for hanging in with me on this journey!