Tech
Transformation

ITIL, ITSM & ServiceNow Modernization

ITIL/ITSM Transformation, ServiceNow Modernization & 24/7 Service Desk

Client:
State of California – Office of Systems Integration (OSI)
Role:
Program Management • ITIL Process Design • ServiceNow Implementation • Training & Knowledge Enablement • 24×7 Support Operations
The California state flag, featuring the grizzly bear and red star, waving on a flagpole against a blue sky with urban government buildings in the background.

Overview

E.K. Associates partnered with the State of California’s Office of Systems Integration (OSI) to modernize statewide service operations supporting the CWS-CARES program. The team implemented enterprise ITIL processes, deployed and modernized the ServiceNow platform, and operated a statewide 24×7 Service Desk, supporting thousands of users across counties and agencies.

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The engagement established a unified, ITIL-aligned operating model, powered by standardized workflows, automated ServiceNow capabilities, and a resilient, always-on support structure.

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E.K. Advantage

The California state flag, featuring the grizzly bear and red star, waving on a flagpole against a blue sky with urban government buildings in the background.

Enterprise ITIL Operating Model Enablement

We designed and operationalized a comprehensive ITIL framework, aligning people, process, and technology to enable consistent, auditable, and scalable service delivery.

Statewide 24×7 Service Operations

We built and operated a round-the-clock Service Desk, providing centralized intake, incident resolution, escalation management, and major incident coordination across the state.

Modern ServiceNow Platform Engineering

We configured, customized, and extended ServiceNow, enabling automation, self-service, real-time reporting, and long-term platform scalability.

Key Features & Work Performed

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Enterprise ITIL Process Design & Deployment
  • Designed and deployed 10 ITIL processes, including Incident, Problem, Change, Request, Access, Security, Configuration, Event, Service Level, and Availability Management
  • Defined workflows, RACIs, policies, procedures, and COBIT-aligned controls to ensure governance and compliance
Statewide 24×7 Service Desk Operations
  • Operated an ITIL-aligned Service Desk with continuous statewide coverage
  • Established major incident protocols, war-room procedures, escalation paths, and SLA/OLA governance
  • Managed knowledge bases, ticket triage, and service performance reporting
ServiceNow Modernization & Automation
  • Implemented and customized ServiceNow modules aligned to ITIL processes
  • Built self-service portals, automated workflows, and operational dashboards
  • Led the migration from ServiceNow Express to Enterprise, ensuring continuity and scalability
Training & Knowledge Enablement
  • Delivered ITIL overviews, role-based training, job aids, manuals, and reference guides
  • Conducted statewide training sessions to ensure consistent adoption across counties and agencies
Governance & Continual Service Improvement
  • Established governance frameworks, reporting models, and risk playbooks
  • Implemented continual improvement cycles using metrics and feedback to enhance service quality and performance
The California state flag, featuring the grizzly bear and red star, waving on a flagpole against a blue sky with urban government buildings in the background.

Impact Delivered

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Established a modern, ITIL-aligned statewide support organization

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Improved incident response times and service reliability

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Delivered a scalable, enterprise-grade ServiceNow ecosystem

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Strengthened governance, audit readiness, and operational consistency

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Enhanced user experience through self-service, training, and standardized workflows

We don’t just work together. We grow together.

We create a shared vision, and together, we evolve to new heights. Let's connect!

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