Service Management

In its role as the IT Service provider for Government, MITA has built strong service management methodologies, approaches and governance. The Agency has developed practices such as change control, incident management, configuration management, request management, service level management based on the internationally recognised ITIL® framework. A Service Management Committee, representing various functions in the organisation, gives professional oversight and direction to enable the best value service provision of the latest IT solutions. MITA keeps abreast of the latest methodologies to ensure the highest level of service; this includes adopting and adapting the applicable aspects of various frameworks such as ITIL®4, DevOps and Agile.