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02)/2)49 ,%6%, 47/ <br /> <br />Required Use of Technology in Departments: <br /> <br />A common misconception stems from the belief that IT departments can enforce user departments to <br />adopt new technologies to improve work efficiencies and effectiv <br />Administration is the proper vehicle to ensure the adoption of n <br />is a customer service organization, focused on delivering value-add products to its users. By requiring <br />County department heads and line staff to adopt new or enhanced <br />significantly improve its technology utilization rate, as well as become more effective in its operations <br />and citizen services. As County management works with departmen <br />adoption of technology, performance evaluations must reflect suc <br /> <br />Business Relationship Management Model: <br /> <br />One noted process area of improvement within IT staffing can be <br />relationship management (BRM) model within the Orange County Inf <br />Department. In this model, key IT staff will rotate between departments to assess business process, <br />gain better working knowledge of daily operations, and partner w <br />technical solutions and enhancements to operational, tactical, a <br />BRMs will assist in developing proactive solutions to business unit problems o <br />often reactive process used currently. The adoption of this model does require an increase of IT <br /> the departments. <br /> <br />ITIL (IT Service Management): <br />One popular way to organize IT Service Management is through the <br />Technology Infrastructure Library (ITIL). ITIL contains codes o <br />servic <br />demands; cost-justifiable service quality; role and responsibility definition; and demonstrable <br />performance indicators. Orange County should consider investing in training on ITIL principles <br />determine if the framework would add value to the Help Desk and <br /> <br />Service Level Agreements: <br />In alignment with IT Service Management, it is recommended that Orange County move toward t <br />establishment of Service Level Agreements. SLAs are contracts b <br />indicate the terms of service that will be provided. For examplments <br />create service level agreements with their internal customers (d <br />35 <br /> <br /> <br />