Opportunity:
The client was in need of Process Alignment to a Golden Record to be leveraged across state agencies, a blueprint onboarding process for bringing on state agencies to the ITSM Program, Configuration and Deployment of ITSM, and continued Managed Services to support additional platform development demand and on-boarding.
Our Approach and Recommendations:
Agency On-Boarding: The client was empowered to deliver a user experience that not only rapidly brought each agency on to the platform and service model, but allowed for immediate enhancement capabilities based on the needs of each agency.
Platform Management and Architectural Guidance: Through empowering platform reporting and maximizing value in core capabilities, Contender was able to provide virtual Service Management Office (vSMO) guidance to ensure continuous improvement to the over-all ITSM program delivered to the state and its agencies.
The Results
Value of Managed Services:
Immediate and early value was delivered by Contender through establishing a scalable demand capture process focused on scope, sizing, process definition, and prioritization. Additionally, Contender was able to work with the client to establish an agile change governance process to ensure a flexible release management strategy centered around the sprint schedule of bi-weekly releases.
