5: IT Operations
Provide the technology infrastructure and support to OPIC users. Other Information:
IT operations are the heart of the OCIO’s support to OPIC users. Operations comprises the day-to-day business tools that OPIC
users utilize in performing their duties to meet the OPIC mission and strategic goals. Operations consists of our help desk
which provides service to OPIC users and our data center which provides the infrastructure on which OPIC business systems
operate. Performance Measures: The following represents the performance measures for the IT Operations Goals: • Implementation
of the upgraded HEAT software package with an established set of reports that are being regularly monitored by OCIO management;
• Establishment of service level agreements (SLA) for all OCIO vendors and management scrutiny of the vendors performance
against the SLAs; and, • Performance metrics for the IT infrastructure support and service provided to OPIC users.
Objective(s):
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