• Incident Management – Manage incidents from the time a user notifies the Office of Information Technology with an issue to when that issue is resolved. • Problem Management – Identify and manage the causes of incidents on an IT service. • Request Fulfillment – Manage requests from the time a user calls with a request to when the request is fulfilled. • Asset Management – Track technology assets from adding to the county’s environment to when they are decommissioned, including software versions, software renewals, and other maintenance tasks. • Change Management – Manage changes introduced into our environment through approvals tied to the effected configuration items (CI). • Knowledge Management – Replace BC Bear as the knowledge source for applications that have been implemented for the county. • Service Catalog – Maintain the service catalog in a new tool. • Self-Service Portal – Implement a self-service portal for county employees to enter and manage their own tickets. • Deployment Management – Support Deployment Management processes as it relates to deploying IT product and services.
