ITIL, ITSM & ServiceNow Transformation
Client: State of California – Office of Systems Integration (OSI)
Project: Enterprise ITIL/ITSM Implementation, ServiceNow Modernization & 24/7 Service Desk
• ITIL Process Design
• ServiceNow Implementation
• Training & Adoption
• 24×7 Service Desk Operations
Transforming Statewide Service Operations Through ITIL & ServiceNow Modernization
E.K Associates partnered with the State of California’s Office of Systems Integration (OSI) to modernize service operations for the CWS-CARES program — a mission-critical statewide child welfare system. Our team led the design and implementation of enterprise ITIL processes, deployed the ServiceNow Service Management platform, and established a 24/7 statewide Service Desk supporting thousands of users across counties.
The result: a unified, ITIL-aligned operating model powered by modern workflows, governance, automation, and a highly scalable support structure.
The E.K Advantage
Full ITIL Lifecycle Implementation
E.K Associates designed, implemented, and operationalized 10 enterprise ITIL processes spanning Incident, Problem, Change, Configuration, Request Fulfillment, Service Level, Availability, Access, Information Security, and Event Management.
Enterprise-Scale 24×7 Service Desk
We built and operated a full-functioning, ITIL-aligned Service Desk providing 24/7/365 coverage, including on-site daytime staffing and remote after-hours support — ensuring uninterrupted service for all counties.
ServiceNow Transformation & Automation
From portal design to workflow automation, E.K deployed, configured, enhanced, and administered the full ServiceNow ecosystem, driving efficiency, transparency, and faster resolution times.
Governance, Reporting & Continual Improvement
We delivered structured governance models, SLAs/OLAs, dashboards, analytics, war-room activation protocols, and continuous improvement cycles — strengthening performance, audit readiness, and service reliability.
Large-Scale Training, Knowledge & User Enablement
Our team created enterprise training plans, knowledge articles, job aids, and ITIL overview sessions to build long-term competency across county staff, project teams, and Service Desk analysts.
What We Delivered
ITIL & Service Management Modernization
E.K Associates designed and implemented the following ITIL processes — each with High-Level and Detailed Designs, workflows, RACIs, controls, and integration mappings:
· Incident Management
· Problem Management (including Root Cause Analysis)
· Change Management
· Event Management
· Request Fulfillment
· Service Asset & Configuration Management
· Access Management
· Information Security Management
· Service Level Management
· Availability Management
24×7 ITIL-Aligned Service Desk Operations
We established and operated the statewide Service Desk with: · 24/7/365 coverage (on-site core hours + remote non-core hours) · Standardized call templates and scripts · Major Incident Management “War Room” activation procedures · Knowledge Management structure and continuous content refresh · ServiceNow ticket quality audits and compliance checks · SLA/OLA development for incidents, changes, problems & requests · Access Management workflows for Non-Prod, Preview, and Production
Implementation, Training & Readiness Support
To support CWS-CARES statewide rollout, E.K:
· Delivered ITIL overviews to Service Desk and program teams
· Collaborated with PMO on rollout governance and project execution
Operational Resilience & Continuous Improvement
We strengthened long-term sustainability by:
· Designing OLAs, SLAs, and performance benchmarks
· Implementing continual improvement cycles for all ITIL processes
· Conducting periodic process audits and maturity assessments
ServiceNow Implementation, Configuration & Support
Our ServiceNow administration and engineering team:
· Designed and launched a modern self-service support portal
· Customized modules (Incident, Problem, Change, Knowledge, Access)
· Built dashboards, management reports, and automated workflows
· Managed migration from ServiceNow Express to Enterprise
· Provided training for teams statewide
· Conducted end-to-end ServiceNow testing (DEV, Pre-Prod, Prod)
· Developed custom ServiceNow forms (e.g., CWS/CMS Legacy Access Form)
We also led the integration between ServiceNow and Jira, expanding end-to-end visibility across development and operations.
Impact Delivered
✔ A fully modernized, ITIL-aligned statewide support organization
✔ Faster resolution times, improved reliability & stronger governance
✔ A scalable ServiceNow platform built for continuous modernization
✔ Consistent, auditable operational processes across all counties
✔ Improved user experience through structured training & self-service
✔ Strengthened compliance, service availability, and system resilience
