IT Division News

Idaho consistently uses Microsoft's products and services for optimal tech infrastructure and customer service. ITS Enterprise Architecture team collaborated with more than 80 stakeholders from 23 agencies and six vendors over a 10-month period on a critical Microsoft licensing decision. Read more...

Service level agreements (SLAs) define the relationship between our supported agencies and ITS. The Service Delivery Quality Management team (SDMs) has been tasked with owning the SLA work center, hopefully managing a more dynamic process that includes regular updates to the documentation, ensuring all agencies have signed SLAs, and helping agencies create their agency-specific list of exemptions for applications or hardware that ITS cannot support. Read more...

The ITS ServiceNow project, featuring IT Service Management (ITSM), went live Dec. 4, 2024. Moving to the ServiceNow ticketing system from Ivanti is part of our effort to align services with the Secretary of State’s Office and other core support agencies. Read more...

The Enterprise Architecture (EA) team collaborated extensively with stakeholders across our supported agencies to evaluate cloud contact center solutions (like a virtual call center). Following a thorough assessment process, we are pleased to announce that AWS Connect has been selected as the optimal solution as it is flexible, scales efficiently, and is accessible geographically. Read more...

ITS has made significant strides with the rollout of the Workspace ONE capabilities to our supported customers. This provides a more consistent end-user experience and give ITS the ability to truly empower a distributed workforce statewide. Read more...