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

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.

‍

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

‍

E.K. Advantage

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

Contact Us
Contact Us
Arrow
Arrow
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

Impact Delivered

‍

Established a modern, ITIL-aligned statewide support organization

‍

Improved incident response times and service reliability

‍

Delivered a scalable, enterprise-grade ServiceNow ecosystem

‍

Strengthened governance, audit readiness, and operational consistency

‍

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!

Get Started
Get Started
Arrow
Arrow