ActioNet has achieved significant strides providing innovative technology for Service Desk and Data Center Service teams to execute effective IT Services to the Federal government. ActioNet has embarked on a strong investment to build a solutions-focused team to establish best practices, implement a repeatable Agile delivery framework, and forge a solid partnership with BMC Software and BMC Remedy IT Service Application (ITSM) technology. ActioNet has successfully deployed Remedy ITSM to the Federal Aviation Administration (FAA) and the Department of Transportation (DOT). The Remedy application can automate management of incidents, problems, changes, assets, provide service level agreements, and provide quality and timely IT service fulfillments under effective Change Management governance.

ActioNet assembled a best-in-class Remedy project team with seasoned Agile experience dedicated to upgrade, install, configure and mature the BMC Remedy technology to support the National Service Center (NSC) Help Desk and multiple IT Service Areas within the FAA Air Traffic Organization (ATO). The Remedy implementation includes an optimized Service Desk, Knowledge Base and Problem Management system improving customer support, increasing first call resolution, and minimizing escalations to Tier 2 and 3 Support. Service Level Management and Reporting provide metrics to managers and customers weekly, monthly and quarterly. Asset and Configuration Management modules effectively budget, inventory, deploy, service, and end of life IT assets and configuration items.

ITSM 7.6.3 has been deployed at DOT, providing industry leading technology to support Service Request, Incident, Asset, Configuration and Change Management practices. The Service Desk and IT Services have improved self-service capabilities by providing a Service Catalog for multiple IT service fulfillments from the BMC Remedy Service Request Management (SRM) console. The SRM console has provided DOT with the ability to request IT and non-IT services including on-boarding new employees, ordering a laptop or mobile device. Service Request Management enables self service, higher customer satisfaction, enforces enterprise level processes and approvals, and reduces paper and technician involvement. This ultimately reduces costs to the ever increasing Federal government budget challenges.

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