The ITS Service Operations Division manages the many processes and services that the ITS department manages and maintains within the County. The division encompasses a range of hardware and software systems, as well as related functions, procurement, receiving, inventory, design, configuration, deployment, maintenance, and retirement of the county’s technology. The ITS Service Operations division manages the overall IT environment, quality assurance and system, and network infrastructure. This division provides daily customer support for user systems and peripherals. The division is comprised of three teams Asset Management, Service Management, and End User Services.
Asset Management
The Asset Management team follows industry best practices to ensure the County’s technology assets, both hardware and software, are identified and accounted for on a continuous, real-time basis while identifying cost reduction opportunities throughout the assets' lifecycle. The team works closely with the ITS Financial Management Division to ensure the department collects and maintains accurate indirect cost allocations, software licensing, and contractual compliance.
Service Management
The Service Management team creates and maintains best practices to ensure user-facing services are delivered seamlessly to business users with minimum interruption. The team strives to increase the level of reliability and availability of the services provided to the business and improves the relationship and communication between IT and the business.
The team consist of two groups:
- The Service Desk is the primary point of contact for end user issues and service requests. This team creates a consistent customer service experience for the entire county. They engage specialists across the IT organization and establish a single service-support team across the IT group in a cooperative, customer-focused culture.
- The Service Delivery improves the level of reliability and availability of the services and builds relationships to improve communication between IT and the business.
End User Services
The End User Services team is responsible for the management of the end users’ devices such as computers, printers, scanners, and mobile phones. The team manages the end user compute environment to ensure that the end user computing meets the needs of the business unit.
The team consists of two groups:
- Desktop Services is responsible for effectively managing IT resources to keep costs down, while fulfilling the business needs of the organization. This includes life cycle refresh budgeting, finding ways to cut costs and optimize resource usage, developing standards and procedures that ensure consistency, reliability, and quality of service, and defining the technological growth and direction that addresses the ever-changing business environment. The team works with the departments to develop business requirements and the provision equipment to the meet the individual and department specifications. They administrate the various Device Management systems that monitor and maintain the environment and strive to maximize functionality and efficiency of IT applications and systems. Finally, this team provides advanced support to IT teams to address unique and complex problems.
- Desktop Support are the feet on the ground providing the local, hands-on technicians for end user support and maintenance. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. This team will troubleshoot problem areas in a timely and accurate fashion and provide end-user assistance where required.