About ITS

The mission of the Information Technology Services (ITS) Department is to provide information, communication and business solutions to the departments and agencies of the Metropolitan Government so that they can achieve their business objectives and exceed the expectations of the citizens we all serve.

Incorporating Information Technology Infrastructure Library (ITIL) Methodology

ITS has adopted the Information Technology Infrastructure Library (ITIL) methodology. Information Technology Services (ITS) provides direct and indirect information technology support to the majority of Metro agencies and departments throughout Davidson County. The successful business of our technology department depends on consistently providing high levels of service at a competitive rate and earning our customer’s trust with our data and service needs.

The Information Technology Infrastructure Library (ITIL) "Best Practices" is used to determine areas for improvement and standardization.

This ITIL adaptation will result in achievements of

• Modifications of current processes and practices and use ITIL standardized best practices
• Reductions in delayed or lost incident/support requests
• Higher levels of customer service levels
• More consistent customer service levels
• Customer satisfaction increase in ITS services
• Reductions in cost per incident