Application Management Division
General Services Administration (GSA)
Customer
GSA IT’s Public Building IT service (PB-ITS) Application Management Division is responsible for the management and operation of the Public Branding Services (PBS) Information Technology Systems by providing resilient, flexible, and secure technologies and services.
PB-ITS Application Operations and Maintenance (AppOpps) is responsible for the support of 300 business and building and energy management applications on over 700 servers. Staff is responsible for supporting systems used in all GSA regions and field offices. Services include
Services include standard Information Technology Infrastructure Library (ITIL) based processes such as incident problem management, change and release management, event management, application management and continuous service improvement.
Customer Solution
Comtech supported PB-ITS by initiating an Operations and Maintenance approach which involved the following Service Strategy, Service Design, Service Transition, and Service Operation.
Service Strategy:
Comtech initiated by identifying relationships between staff/services in the appropriate areas and mission results, to identify improvements to enhance their mission. This resulted in meeting customer expectations through enhanced and improved service level management.
Service Design:
Our team followed ITIL’s service design processes and identified opportunities to enhance services in applicable task areas, evaluating opportunities to enhance overall IT Enterprise Architecture. This resulted in improving standards and overall IT services. The key to this phase was assuring configuration management processes and ensuring IT service design changes are ready for transition to operations.
Service Transition:
A successful transition was ensured by delivering a stable implementation and avoiding disruption of services. Our Transition team assured COOP through the services transition and ensured stability. Our procedures lead to stability, communication, and creation of documentation. Our key drive of the transition was to provide continuity of services and reduction in overall cost.
Service Operation:
Our Transition team worked to ensure that the new ITIL service designs migrated smoothly to operations and production.