Success Stories

TPI Helps the State of Georgia Conduct a Self Assessment to Select Most Appropriate Service Providers via RFP


The State of Georgia, with a heterogeneous infrastructure and support operation serving a common customer base from a diverse set of business units, sought to establish an enterprise architecture and common operational support processes. The infrastructure was made up of multiple independent data centers, a diverse set of mainframe, UNIX and Wintel server platforms, and redundant customer data spread across a variety of databases and storage architectures. The overall project goal was to improve the services provided to the customer base while optimizing the budget and resources committed to the support of operations.

The State of Georgia commissioned TPI to assess its IT operations and related processes. One of the driving forces behind the assessment was disparate operations across the enterprise and the desire to find a solution that would drive infrastructure operations to a common and repeatable set of processes. As part of an overall strategy and assessment engagement, TPI utilized the IT Infrastructure Library (ITIL) set of operational process guidelines as industry best practices to compare against the state’s current processes. TPI’s team interviewed more than 100 people during the assessment process and included questions regarding the presence and capability of operational processes in each of the autonomous business units. In addition, a formal ITIL self assessment model was used to evaluate specific capabilities within each of the following ITIL process categories:

Service Support
  • Service Desk
  • Incident Management
  • Software Asset Management
  • Problem Management
  • Configuration Management
  • Change Management
  • Release Management
 Service Delivery
  • Service Level Management
  • Capacity Management
  • IT Service Continuity
  • Management
  • Availability Management
  • Financial Management for IT
  • Services

The strategy and assessment engagement culminated in a formal report and recommendation, which utilized the ITIL assessment results to identify key performance areas that could benefit from a more formalized focus on the establishment and support of industry-leading processes across the enterprise. The opportunities identified and the positive potential for improved operations played a significant part in Georgia’s decision to seek an outsourcing relationship with an industry leading service provider through a competitive RFP process.

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