2023-02 Department of Information Technology Help Desk and Help Desk Work Orders

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Illustration of DIT's current and target organization maturity level. Innovator (Green) - Transforms the Business, Reliable Technology Innovation. Target. Business Partner (Blue) - Expands the Business, Effective Execution on Business Projects, Strategic Use of Analytics and Customer Technology. Trusted Operator (Baby Blue) - Optimizes the Business, Effective Fulfillment of Work Orders, Functional Business Applications, and Reliable Data Quality. Now. Firefighter (Orange) - Support the Business, Reliable Infrastructure and IT Service Desk. Unstable (Red) - Struggles to Support, Inability to Provide Reliable Business Services. Source: DIT InfoTech Research Group Study, 2020 A study conducted in 2020 by Info -Tech Research Group compared the Department of Information Technology (DIT) of Hawaii County with 100 municipalities and local governments. It found that DIT was underperforming in areas of network and communications (69%), help desk (72%), and business applications (68%). The study used a maturity model to measure progress in people, processes, and technology and identified the top five services provided by DIT - IT: 1. Network and communications 2. Help Desk 3. IT security 4. Devices 5. Business applications According to the study, at the time of the evaluation, DIT was at a critical stage, deemed unstable and unable to support its business but positioned to transition from a reactive state to a proactive one. DIT administration stated their goal of becoming a business partner by executing projects effectively, using analytics strategically, and leveraging customer technology to expand the business. Despite being identified as underperforming, the Department of Information Technology has maintained the status quo and continues to provide only minimally adequate support for the County's operations. 19 Audit Results