Information Technology Service Management
We listen to our customers
We Standardize, Automate, and Optimize. Many organizations believe application of ITIL processes and practices will deliver IT Service Management (ITSM) success. The challenge with that premise is, although ITIL provides value by defining IT support lexicon and some best practices, it is not prescriptive – it does not provide comprehensive instruction on “how” best to perform IT support.
We think of exceptional solutions
Effective, efficient, and responsive ITSM is critically important to serving the IT needs of the business or mission.
We deliver IT Service Management (ITSM) excellence through conformance to the worldwide standards of ISO 20000-1:2018 (based upon ITIL, and specific to ITSM), ISO 27001:2013 (Information Security), and ISO 9001:2015 (Quality). Conformance to these standards prescribes “how” to deliver ITSM excellence. We develop and follow ISO standard-based policy, process, procedure, and work instruction guides that are continuously improved.
Agile Defense takes advantage of IT support automation opportunities that enhance effectiveness, efficiency, and security. Using open-source automation technology, we provide an agentless solution that integrates with any OS or device, scalable to handle an enterprise of any size, and concurrently configure any number of nodes.
We periodically audit our on-site work practices by performing an ITSM Process Maturity Assessment against the requirements of ISO 20000-1:2018 (ITSM), ISO 27001:2013 (Information Security), and ISO 9001:2015 (Quality). Auditing against the requirements of the standards allows us to objectively measure our work process maturity in each of 34 process/practice areas; then, we identify process maturity targets and develop improvement plans.
Agile Defense's exceptional standardization efforts
Agile Defense performed an initial baseline of the IT environment during contract transition. We implemented proven techniques that resulted in “Exceptional” CPARS across the review spectrum—attesting to the results of our standardization and process maturity efforts.
Agile Defense’s automated STIG application solution reduced a DoD Agency’s time required for a STIG compliance audit and application of updates from 480 hours to 48 minutes—delivering a cost savings of 99.8% per audit.
Agile Defense automated architectural drawing maintenance for the Air Force
Agile Defense automated architectural drawing updates to accommodate configuration changes and infrastructure updates for a DoD customer. Without that automation component, weapons systems documentation would not have been completed on time.
“Agile Defense performed an ITSM Process Maturity Assessment for the Army Research Lab (ARL) conducted over two weeks; consisting of interviews, observation and documentation review. The “As-is” picture of our ITSM process maturity helped us develop a roadmap to target process maturity improvements – exactly what we needed to get our processes and procedures on track. The team produced tangible results leading to better service delivery across all the domains of ITSM.”
— An Army Research Lab (ARL) Customer
We’re here to Listen.
Our cleared and certified team members are here to listen to your challenges and work with your organization to develop and implement innovative solutions—improving effectiveness, efficiency, and security.