DLA Transaction Services was/is a long time BMC Remedy customer and required assistance to enhance their deployment. BMC Remedy ITSM had been deployed within DLA Transaction Services (J63) and Technology Foundation Services (J64) to facilitate a subset of ITILv3 processes including Incident, Change, and Asset Management to support situational awareness and audit readiness of mission-critical operations. DLA required its ITSM deployment to be enhanced to implement additional ITILv3 processes (i.e., Problem Management, Knowledge Management, Service Request Management and Service Level Management) and enriched situational awareness by integrating its Alert Management and Event Management processes with its Incident and Change Management processes.
AttivaSoft provided a fixed cost proposal to staff a very Senior Remedy Developer to assist DLA with the above mentioned requirements.
AttivaSoft’s Lead Engineer led a team of 3 Remedy Developers to gather requirements, configure and customize the solution, and finally to take them live supporting the aforementioned processes and continues to support he agency with ongoing support and configuration enhancements.