Information Technology Service Management Operations Manual (ITSMOM)

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CTS is always working to mature and improve our business practices in order to provide quality and reliable services. By adopting the internationally accepted Information Technology Infrastructure Library (ITIL) framework of best practices and the IT Service Management (ITSM) business driven approach, CTS can provide its customers a roadmap that demonstrates directed efforts, effective utilization of resources, clear priorities, and efficient decision making. Currently, CTS has decided upon utilizing ITIL version 3 as its base disciplines.

The ITIL framework and Washington State's Government Management and Accountability (GMAP) initiative complement each other. Together, they support the timely delivery of quality and reliable service to our customers in an effective and efficient manner. More information about ITIL and GMAP is available at the bottom of this page.

ITIL Operational Support and Analysis

Operational Support and Analysis disciplines enable IT departments to reduce downtime and costs while improving customer satisfaction.

  • Event Management
  • Access Management

ITIL Release, Control, and Validation

The Release, Control, and Validation disciplines consist of management practices that implement new services and make modifications to existing services in a controlled and cost-effective manner.

  • Configuration Management
  • Knowledge Management
  • Release Management


ITIL Service Offerings and Agreements

These disciplines mandate high levels of customer satisfaction by integrating demand and supplier management with the service portfolio and service catalog, while ensuring the services and support being given are in alignment with the customer business needs.

  • Service Level Management
  • Service Portfolio
  • Financial Management
  • Service Catalog Management
  • Supplier Management


ITIL Planning, Protection, and Optimization

Planning, Protection, and Optimization disciplines ensure IT departments can cost-effectively manage customer demand, availability and capacity while mitigating risk.

  • Availability Management
  • Capacity Management
  • Demand Management


Additional ITIL Sets

ITIL provides a framework for additional disciplines; ICT Infrastructure Management, and Applications Management. Applications Management best practices ensure that software development and management projects meet business objectives. ICT Infrastructure Management best practices relate directly to the processes that support the information and communications technology operations and infrastructure.

  • Applications Management



The ITIL framework provides industry best practices that enable quality and reliable IT services. GMAP is the system we use to measure and improve our operations. In GMAP we continually review our services and create action plans to improve our results. 

As an example, we conduct a monthly GMAP review of CTS incident tickets (ITIL incident management). The review provides an understanding of their characteristics and causes, and how quickly CTS resolves incidents. We then apply what we learn toward improving our responsiveness and ultimately, our service delivery to our customers. 

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