The Story of How LA County's Internal Services Transformed IT Service Management at LA County
Join us for a brief project overview and panel discussion regarding the itSMF project of the year 2014, hear lessons learned and receive an up-to-minute project update.
The project was established to help transform the Internal Services Department’s (ISD) Informational Technology Service (ITS) to a more service aligned organization that delivers IT services to the nearly 40 Los Angeles County departments. This project and ongoing service management activities endeavor to address technical silos, reverse undesirable trends, chart a future state and improve the customer perception of the organization’s IT service delivery value.
This project leveraged service management processes and tools to build a more effective delivery system that addressed culture, control processes, new service management technologies, service catalog, reporting, governance and new organizational roles. Requirements and assessment findings were used to help reinforce IT Service Management elements needed to set the foundation to improve service delivery and to work toward achievement of ISO/IEC 20000.
6:00 PM Registration, Dinner, and networking (bring your business cards!)
6:30 PM itSMF LA Introductions, Current Business
6:45 PM A word from our sponsor: Cherwell
7:00 PM Presentation: "LA County's ISD and the Transformation of IT Service Management at LA County
7:30 PM Q&A, Roundtable discussion
8:30 PM Meeting adjourns
Dave Chittenden is the Chief Deputy Director for the Los Angeles County Internal Services Department (ISD). Dave oversees the delivery of services provided by ISD, including information technology, purchasing, facilities operations, energy sustainability and other essential support and administrative services to nearly 40 County Departments. He was the Executive Sponsor the 2014 ITSMF Project of the Year and instrumental in fostering a Service Management culture within ISD through the creation and maturing of the department’s ITSM Program.
Stephanie Telander is focused on Strategic Programs to improve Service Management with the Los Angeles County Internal Services Department. She helps to improve enterprise processes, tools, quality and organizational roles and responsibilities in support of the department’s strategic plan and operational goals. She helped establish ISD’s ITSM Program, was the Program Manager for the ITSMF Project of the Year and is the current ITSMF President-elect for the Greater Los Angeles Local Interest Group.
Kim Williams has been with Los Angeles County for 27 years and is the manager of the Los Angeles County ISD Service Desk and 411 County Operators. She was the primary stake holder and managed the Project Leads and Operational Subject Matter Experts for Incident/Request, Change, Problem, Knowledge and Self-Service Portal Tracks during the project. She is currently the Service Owner and manages the operations of the department’s Incident/Request, Change, Problem and Knowledge Management processes.
Steve Wynsma has 29 years of experiences with Los Angeles County ISD. He has played a role in every ITSM system implemented in ISD; including, the recent project in the role of Track Lead for the ITSM Technology implementation. He is currently the technical lead for the Service Management Solution (SMS); the 4th and final attempt (hopefully) to get it right.
Bart Grutchfield has been with Los Angeles County Internal Service Department for 16 years. He currently leads Service Management transformation projects implementing ITSM best processes and solutions for the County’s Information Technology Service. He was the track lead for both the Communications Track and the ITSM Service Transition Track during the County’s implementation of Cherwell SMS. Mr. Grutchfield is currently the process owner for his Departments Change and Release Management processes as well as leading on-going CSI efforts in a variety of ITSM processes and functions. Mr. Grutchfield is also leading a project to obtain ISO/IEC 20000 for ISD’s Information Technology Service. Mr. Grutchfield has several ITIL Practitioner and Intermediate certifications in a variety of disciplines.
Maria M. Delgado has been with The Los Angeles County Internal Services Department for 14 years. Maria’s focus as part of the Service Management team under the Multi Service Support Section within ITS, has been to help improve enterprise processes, tools and organizational roles and responsibilities in support of ISD and ITS’ strategic plan and operational goals. Maria was a track lead for the ITSM Service Design Processes during the County’s Implementation of Cherwell. Maria is currently the Process Owner for the Departments Incident and Request Processes.
Randy A. Steinberg is a principal consultant with Migration Technologies (MiTECH) working with the Los Angeles County Internal Services Department since 2012 as a Lead CSI Consultant and Lead for the 2014 ITSMF Project of the Year. His role provided expert guidance during the development and implementation of their Service Management Solution and Continual Service Improvement Programs using ITIL v3 framework and ISO20000 standards. He provided support in maturing ISD’s ITSM Program and underpinning CSI Program approach, project plans, methodology, processes, procedures, roles, responsibilities and measurements for service delivery. Randy assisted with activities for improvement, expansion, and development of the processes ITS uses for service delivery.
Cherwell Service Management® (CSM) delivers IT service management (ITSM), business and workforce enablement. The CSM platform, featuring codeless configuration and 11 PINKVerify® ITIL®-certified processes, empowers IT departments to provide amazing service and even go beyond ITSM.
Learn more at: https://www.cherwell.com
Migration Technologies (MiTECH)
Migration Technologies brings over 25 years of consulting services experience to our clients. We help them
deliver on their service improvement visions by specializing in four key practice areas.
* Data Center Migration Services
* Configuration and Capacity Management Solutions
* IT Governance and Financial Reporting Services
* IT Service Management Programs and Projects
MiTECH employs best practices from a variety of disciplines to assure our clients the best possible results from our engagements. Example standards in which we are expert include ITIL, PMBOK, MPLCsm and SDLC. For more information about Migration Technologies, visit http://mitechcorp.net/