DIR's Shared Services Program objective is to enable organizations access to managed IT as a service, allowing Customers to focus resources on supporting their mission and business functions rather than directly managing IT services.
Collaborative – This shared service environment drives collaboration between DIR, Service Component Providers, and DIR customers while the program governance, systems, and tools provide a high level of visibility and control over service delivery. Shared Services are provided through a shared, collaborative governance model which provides a set of defined interactions, expectations, decisions, roles, and processes that guide the governance of the program, facilitate effective resolution of issues, and enables strategic decision making. Services are administered through established processes based on an Information Technology Infrastructure Library (ITIL) methodology, ensuring the use of standardized, repeatable processes and best practices.
Competitive – Shared Services are competitively procured and contracted by DIR. Contracts include negotiated service level requirements, terms and conditions, price, and reporting requirements.
Comprehensive Service Management - A Multi-sourcing Services Integrator (MSI) provides a next-generation digital platform utilized by the DIR shared services Service Component Providers (SCPs) and customers. This platform includes services level management, service desk support, constituent help desk support, program management, business continuity, disaster recovery testing and planning, marketplace functionality, performance analytics, and financial management. This centralized platform includes a Shared Services Customer Portal which provides a secure, single point of access to the marketplace, tools, reports, data, newsletters, contacts, governance committee meeting documentation, enterprise calendars and other useful information.