IT Service Management
Improving organizational efficiency and client satisfaction, enterprise wide
Vistronix has a proven history of successfully delivering IT Service Management solutions to our clients in federal, state, and local government agencies across multiple locations. Our flexible and responsive solutions enable IT organizations to address mounting user demands, increasing regulatory requirements, and reduced innovation cycles. We provide a focused approach that is grounded in industry standard frameworks and methodologies, adapted to the specific strengths and culture of each organization, and applied with automation and efficiency.
As a leader in IT Service Management, Vistronix has deep knowledge in a broad range of solutions including planning, customizing, integrating, and deploying the latest in technology. We deliver full implementations of industry standard frameworks such as Information Technology Infrastructure Library (ITIL), Service Oriented Architecture (SOA), and Systems Development Lifecycle (SDLC) methodologies. Because of our extensive ITSM experience, we focus on gathering best practices and implementing them in the overall delivery of our services to provide both quality and flexibility to our clients. Our IT Service Management offerings include:
- Customer relationship management – service desk
- Enterprise architecture and service strategy planning
- Systems development and management
- Database management and warehousing
- Operations and maintenance support
Vistronix utilizes the ITIL framework for providing superior IT Service Management through our Vistronix Enterprise Service Methodology (VESM). VESM operates on a simple premise: we take a people-centric and workplace-oriented approach to IT services in an effort to improve productivity, reduce costs, increase efficiency, and enhance worker satisfaction. Another unique aspect of VESM is the axiom that improvements can be achieved by building upon the elements of the existing environment that work well — and augmenting those processes, practices, tools, and investments with new standards, policies, and technologies that make the existing environment operate at an optimal level. Our technological enhancements provide unparalleled staff and customer satisfaction.
Vistronix has built an excellent reputation with their commitment to customers, experienced staff, and leading edge solutions. Agencies throughout the federal government trust Vistronix to consistently provide reliable, high-quality support. Our work with the EPA is evidence of the high level of service that we provide.
Upon contract award, our EPA Regional Office customer was faced with a 400-ticket backlog for its IT Service Operations. The backlog was the result of inefficient service desk processes executed by the previous contractor. Vistronix was able to capture 100 percent of the high performing incumbent staff members and streamline the overall approach to service operations, which helped EPA cut its backlog in half in only 60 days and eliminate it within the first 120 days of the contract. Through our continual process improvement, we established a baseline of service operations and defined service level agreements leading to a high level of customer satisfaction — while maintaining a user satisfaction rating of more than 95 percent. For the past 3 years, our staff has maintained a first call resolution of more than 80 percent — and expanded our EPA work to two more regions and the Energy Star program.