Service Management

IT Service Management (ITSM) is a process-based practice that aligns the delivery of IT services with enterprise business requirements and customer benefits. ITSM requires a paradigm shift from a domain model to a service model in which IT is considered as a set of services that support business and becomes an enabler of business mission. Instead of managing IT as stacks of individual technologies and functions, ITSM focuses on the delivery and management of end-to-end IT services throught the use of best practice process models, such as ITIL, a worldwide recognized best practice for ITSM.  Implementation of ITSM processes results in optimization of IT resources and IT alignment with business needs.

AAC considers ITSM as the foundation of effective and efficient IT service delivery. We have a proven history of successfully delivering ITSM solutions for various federal agencies across multiple locations. Instead of a ‘one-size-fit-all’ approach, we adapt and tailor best practices based on the agency’s mission, culture, IT priorities and readiness as well as the maturity level of its existing ITSM processes. Our ITSM implementation involves people, processes, products/tools, customers and partners to identify, plan, implement, monitor and improve IT services that add value to the business. Using ITSM, we transform customer strategic goals and requirements into quality IT services with measurable outcomes that are compliant with both federal and agency directives and mandates. Our ITSM implementation includes management controls, governance, quality assurance and continuous improvement. Some key elements of our approach include:

  • Evaluate the agency’s current state of ITSM processes and develop a progressive roadmap with specific levels of maturity
  • Connecting IT and business priorities by transforming IT functions into performance-based, service-driven elements that are tightly aligned with the agency’s mission, business requirements and priorities
  • Improve and streamline ITSM processes by tailoring and adopting best practices
  • Consistent and simplified execution with well-defined ITSM processes to improve quality of service
  • Provide efficiency and improved user experience by implementing process automation, self-provisioning, self-service offerings, knowledgebase and comprehensive service catalogs, where applicable and feasible
  • Proactive approach to ITSM by implementing quality assurance and continuous service improvements
  • Leverage IT financial management to provide visibility into IT investments
  • Integration of all ITSM processes for improved productivity and accountability
  • Performance monitoring of IT services with SMART targets (Specific, Measurable, Agreed, Relevant, Timely)
  • Knowledge and experience of market leading ITSM tools including those from BMC, CA and cloud based ServiceNow