Raleigh’s IT team wanted to improve user experiences, said Spencer Smith, applications manager for the City of Raleigh, at ServiceNow’s Knowledge 19 Conference in May. The city consolidated seven IT departments into one ServiceNow enterprise IT service management (ITSM) platform. They took a grassroots approach, letting each success help build momentum.
Alongside state governments across the United States, Ohio Department of Administrative Services (DAS) is an IT service broker for a series of state agencies, helping to achieve economies of scale. Over the past five years, the team led by Renee Evans, enterprise service management program administrator for Ohio DAS Office of Information Technology (OIT), has modernized its systems to track costs and IT service consumption, invoice for service usage, and has given service owners and end users significantly improved visibility into IT usage trends.
The National Association of State Chief Information Officers (NASCIO), released a new guide May 14 on the topic of “multisourcing.” NASCIO describes the guide, which it developed in partnership with Integris Applied Marketing, as a “playbook” that can be used by any state, local, or tribal government to “design a path towards a modern multi-supplier delivery model that supports the demands and forces placed on the state CIO.”