Pentagon – Washington Headquarter Services Office of the Secretary of Defense

Requirement

 The government had a requirement to modernize and enhance the Office of the Secretary of Defense (OSD) Enterprise Help Desk ticket management system. OSD wanted to upgrade their current IT Service Management application, Service Level Management application, and their Change Management application to the newest versions in addition to implementing Knowledge Management and a Discovery solution to populate their CMDB and Asset Management application.

Solution

Utilizing a modified Agile development lifecycle, AttivaSoft quickly staffed a team of experienced Senior ITSM Architects and Developers to perform the upgrade and implement and implement the new Knowledge Management and Discovery products. AttivaSoft met with subject matter experts to capture requirements and documented in our functional specification document. We worked with OSD subject matter experts to get the Discover system installed and implemented on the OSD network.

Results

OSD now has an up-to-date IT Service Management application, in addition their customers and support analyst are able to leverage the Knowledge Management application. This helps the Support Analyst in providing quicker resolution to re-occurring issues. OSD is has a fully populated CMDB which is update nightly from the discovery tool. This allows OSD to have an accurate tracking database of all their assets, including any Incidents that might have been submitted against them allowing them to perform Problem Management on equipment and take steps to eliminate the ones that are constantly causing trouble.

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