Summary of Work Assess Community Transit’s current IT Service Management (ITSM) maturity level. Identify key areas and make actionable recommendations for people, processes, and technology to prepare the agency for:
1. Adopting and combining new frameworks/methodologies/best practices (e.g., DevOps, Agile, Lean, ITIL IV, PMBOK)
2. Implementing a new ITSM tool
3. Identifying key Change Management issues to be addressed
4. Improving IT’s relevancy to the business as a strategic partner.