About the Client
The Executive Office of the President (EOP) is a group of agencies that support the work of the President of the United States. The Office of the Administration is responsible for providing IT services to the Presidential Information Technology Community (PITC) throughout the White House and its 11 components and affiliate locations worldwide. The EOP and the White House Communications Agency (WHCA) were facing a problem of timely resolution of IT incidents and fulfillment requests. They needed a team of IT specialists to increase the incident resolution rate at the first contact with the service desk and reduce the resolution time.
Solution and Outcomes
Varada Consulting provided IT specialists who were broadly skilled to perform initial fault identification and analysis and resolve common service issues. They used ServiceNow and Jira for ticket management and problem resolution and BeyondTrust for remote desktop. They integrated ITIL 4, ISO 20000, ISO 9001 and NIST 800 activities in the IT Service Management (ITSM) delivery model. The team used PMBOK and ITIL-based customer service approaches for quality management, CMMI techniques for analyzing organizational process performance, and ITIL methodologies for continual service improvement. The first call resolution was increased by 36% since contract start and weekly service reporting and quality assurance reviews were delivered to the client. The team provided a quarterly Incident Trends report using the ServiceNow cloud application data.
Tools and Compliance
Varada maintained compliance with the FAR and NIH CIOSP-3 requirements. All staff members had to adhere to the Defense Systems Information Agency (DISA) IT requirements to obtain access to their systems. The team used ServiceNow and Jira for ticket management and problem resolution, BeyondTrust for remote desktop and utilized the Cisco Unified Intelligence Center to consolidate and display data.