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Business Process Improvement Services

Since 2008, NOVA Corporation has made a corporate commitment to ITIL® (Information Technology Infrastructure Library®) Best Practices. To date, many NOVA Corporation employees possess ITIL v3 Foundations certification, plus NOVA has multiple Certified ITIL Experts on staff. In addition, NOVA Corporation has also provided ITIL training and certifications for Government Civilians at cost effective rates.


NOVA Corporation, in partnership with the Defense Information Systems Agency (DISA) Implementation and Sustainment Center (ISC) has been developing an enterprise-wide Information Technology Service Management (ITSM) framework based on ITIL Best Practices. When developing a standard process across the Enterprise (for example Change or Configuration Management), we first collect all of the existing processes in use across the DECCs and analyze them according to ITIL best practices. We then take the existing processes with stakeholder input and mold them into a single, standardized process that has all of the stakeholders input, buy off and approval. What we don’t do is throw out what is currently in use and start from scratch. We work with existing processes and utilize ITIL best practices to implement process improvements and corresponding metrics to measure the performance.

NOVA Corporation was instrumental in helping DISA ISC establish standardized processes for Service Asset and Configuration Management (SACM), as well as, Change Management. For both Change Management and SACM we have performed the following activities:

  • Developed Policies and Governance
  • Developed Standardized Change and SACM processes
  • Developed an Incident vs. Problem Management Whitepaper (available upon request)
  • Developed Standard Operating Procedures for specific processes across the Enterprise (e.g., decommissioning, product catalog additions and updates, COOP, new workload onboarding, billing processes, etc.)
  • Guidance in assessing organizational maturity for ITIL process, specifically Change, Configuration and Release Management
  • Assisting with the development of processes both local and enterprise wide to support Change, Configuration and Release Management.
  • Assisted with the testing and process development supporting the new Remedy ITSM tool that went live for Incident in Mechanicsburg, PA and for CCA Enterprise wide.
  • Worked with implementation team to stand up the BMC Remedy ITSM Incident Management, Problem Management, Asset Management, Change Management, Service Request Management and Knowledge Management modules (a.k.a. Remedy ARS).
  • Developed Work Instructions (User Guides) for Change, Configuration, Asset and Billing for the BMC Remedy ITSM tool.
  • Training Champion for BMC Remedy ITSM tool.

The NOVA Team was also vital in developing and documenting the necessary governance, policies and procedures enabling adoption and alignment with ITIL best practices. Once these processes were fully implemented, we then began working with DISA ISC on developing enterprise –wide Problem Management and Incident Management processes, as well as specific services. Some of our Lessons Learned to date include:

  • ITIL provides best practices and high-level guidance for ITSM. The actual approach to implementation of ITIL really depends on the requirements of your organization and how you do business;
  • ITIL is a framework that is tailorable – don’t try to implement every aspect all at once; start with your current processes, document them as they are, then start continuous process improvement to meet your desired criteria;
  • Design and document your plan, policies and processes first, before purchasing and implementing any specific tool. Otherwise, your tool will not fit your requirements or your processes based upon those requirements.
  • Identify your information assets including configuration items (CIs), and relationships between Cis. This includes developing naming, labeling and data strategy (who owns the data, what is the source, who will maintain, and what constraints are on the data).
  • Establish transition states for the data with appropriate statuses and roles and responsibilities before and after the transitions.
  • To instill confidence in the Configuration Management Database (CMDB) and ensure accuracy, you must establish an audit plan.
  • ITIL is a framework and involves everyone in the organization, including suppliers and stakeholders. They need to work together to define the processes that work best for them.

Successful implementation of an ITIL-based process improvement methodology requires a commitment from top-level management, communication within the organization, and involvement of everyone within the organization.


Incident vs Problem Management

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