Information Technology Service Management (ITSM)

The ITSM Program

The Office of Information Technology Services (ITS) is implementing an organization-wide Information Technology Service Management (ITSM) Program. The goals of this Program are to optimize service delivery and improve customer service by implementing consistent, reliable and repeatable processes. The ITSM Program began with ITS's implementation of Incident Management within the Customer Care Center. ITS is working on implementing Service Request Management, Change Management, and Configuration Management.

ITSM Program Benefits

ITS's ITSM Program is adopting the widely accepted industry standard Information Technology Infrastructure Library (ITIL) framework. Some of the benefits include:

  • Streamlined and transparent service request and fulfillment process - Customers no longer have to navigate numerous points of entry, but instead have a single, consolidated service catalog to work from.
  • Single interface - Customers have a single point of entry - the ITSM Portal - for capturing, processing and monitoring all requests for ITS-provided services via a web browser.
  • Common language - using the ITIL framework and single system will enable Customers and ITS to use the same terms, speak the same language, reduce redundancies and avoid misunderstandings.

ITSM Portal Access

ITS's ITSM system is available using a standard Internet browser and will be secured using NYS Directory Services (NYSDS). Anyone with an NYSDS account will be able to access ITS's ITSM Portal, but their ability to use the system will be governed by the roles and groups assigned by their agency or organization.

Access the ITSM System with your NYSDS account.*

*Please see our page on NYS Directory Services for more information on that service.

Knowledge Base

Available to all users of the Enterprise ITSM System is a Knowledge Base. The Knowledge Base is a valuable resource that all users can build on and help improve. Users can sign in to their NYSDS accounts to access articles specifically related to the work they do in the system.


ITSM Getting Started Guide