In 2007, the Technology and Innovation (T&I) leadership recognized the need to improve the business processes used to provide technology services to City departments and thereby indirectly to improve services for the Citizens. The Information Technology Infrastructure Library (ITIL) is an industry and government “best practice” methodology for service operations. T&I leadership has adopted the ITIL version 3 framework as the standard model for guiding how technology service operations will be performed.

Documentation for the following categories will be added as it becomes available.

• ITIL 02-1 Policy and Governance
• ITIL 02-2 Service Portfolio
• ITIL 02-3 Services Catalog
• ITIL 02-4 Technical Catalog
• ITIL 02-5 Help Desk Quick Reference
• ITIL 02-6 Service Level Agreement Template-Basic

• Information Technology Strategic Vision (PDF, 249Kb)

Some documents are in Portable Document Format (PDF) and require the free Adobe Acrobat Reader to view.