IT Service Management (ITSM)
IT Service Management (ITSM)
IT Service Management (ITSM)
IT Service Management
(ITSM)
Service Commitments
Target Service Availability is 99.90%
The general areas of support (such as Incident and Change Management) applicable to every ITS
service, are specified in the ITS Global Service Levels document.
Hours of Availability
This service is available 24 x 7, excluding planned outages, maintenance windows, and
unavoidable events. Maintenance windows are used only when needed for planned changes that
have gone through the ITS Change Management process.
The planned maintenance windows for ITSM are from 12:00 noon to 6:00 p.m. Saturday
and from 4:00 a.m. to 12:00 noon on Sunday
ITS Responsibilities
Please refer to the current in-force Memorandum of Understanding (MOU) by/between ITS and this
customer for the inventory of all applicable roles and responsibilities for ITS in this service domain.
Customer Responsibilities
Please refer to the current in-force Memorandum of Understanding (MOU) by/between ITS and this
customer for the inventory of all applicable roles and responsibilities for the customer in this service
domain.
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Name
Title
Signature
Date
Signature
Date
Signature
Date
Name
Title
ITS Signature
State Chief Information Officer:
Name
Title
Chris Estes
State CIO
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