Online Service Management
The service management team's core functions include the establishment of performance standards, overseeing process and best practices, and ensuring operating efficiencies for online data centers and retail operations. The service management team adopted ITIL and ITSM as the foundation upon which to model our organization. Service Support generally concentrates on the day-to-day operation and support of IT services while Service Delivery looks after the long-term planning and improvement of IT service provision for customers. The service life cycle approach is the best practice approach to service management. The efforts and professional skills demonstrated by the group were recognized in 2007 when they received the first Quality Assurance Best Practices Certifications ever awarded to a lottery vendor by the North American Association of State and Provincial Lotteries (NASPL), the professional trade association for lotteries in the U.S. and Canada, and were recertified in July 2009 and December 2011. These practices adopted by Scientific Games basically eliminate re-inventing quality and project management processes with each new product, thus reducing risk, and saving time, resources and money for both Scientific Games and our customers.