Smith’s words bring attention to the various initiatives undertaken by organizations that are often hindered by ineffective ITSM implementations and cloud migrations. In an effort to overcome these obstacle, his company—G2SF—brews the perfect concoction of the four vital elements that ensure delivery of holistic, next-generation (ITSM) solutions in tandem with their mobility and cybersecurity services, helping organizations board the digital transformation train. By leveraging a configuration management database as the central repository of authoritative information pertaining to assets and services within an infrastructure, G2SF is able to quickly identify systems that are ideal candidates for migrating to the cloud in an effort to better align technology with clients’ organizational objectives.
G2SF takes a leadership role in assisting government organizations in meeting their service management needs by introducing them to the merits of ITSM and increasing their operational efficiencies. “As government organizations become budget-constrained, they are more willing to relinquish the responsibility of owning and operating technology since the cost of ownership is significantly lower.” This is where infrastructure-as-a-service (IaaS) and software-as-a-service (SaaS) come in. “At G2SF, we offer a combination of these two operating models through the next generation of service management and ITSM-as-a-service,” explains Smith. Combined with the company’s security and engineering capabilities, G2SF fosters seamless integration of enterprise solutions that enhance the value delivered to customers.
G2SF offers an enterprise cloud-based ITSM solution that allows government agencies to focus on achieving their business objectives and mission, rather than the maintenance of global solution involving human resources, hardware, software and management.
“With our ITSM cloud solution (aka ITSM-as-a-Service), we take responsibility for the people, processes, and technology (product) out of the equation, so that our clients can focus on using a robust ITSM platform to facilitate favorable business and mission outcomes,” summarizes Smith. Along these lines, understanding G2SF’s proficiency in the ITSM landscape is more about comprehending its service management philosophy, in contrast to the company’s own portfolio of services.
The ITSM Mantra
Smith says that while organizations are ready to embrace the benefits of digitalization, they need to objectively evaluate what systems, applications, and processes are candidates for migration to a cloud environment. “In some cases, we have found that without careful evaluation, migrating to the cloud can actually increase an organization’s operating costs. These legacy-to-cloud migrations serve as noteworthy exemplifications of G2SF’s capabilities. The company assists clients in overhauling the IT infrastructures by using a combination of robotics process automation, machine learning, cloud cost control, and information technology infrastructure library (ITIL) best practices to improve the operational efficiencies and reduce costs.
With our ITSM cloud solution (aka ITSM as a Service), we take responsibility for the people, processes, and technology (product) out of the equation so that our clients can focus on using a robust ITSM platform to facilitate favorable business and mission outcomes
Such a combination enables clients to deliver optimal results securely while reducing expenditures.
Prior to developing an enterprise ITSM solution tailored to a client’s unique business and technical requirements, G2SF conducts a comprehensive assessment of the IT infrastructure, including the technology, processes, people and organizational structure. Using assessment results, G2SF develops an ITIL based framework for service management excellence, all the while adhering to industry standards and compliance requirements. Consequently, G2SF’s assessment of IT infrastructure allows the company to comprehend baseline performance and evaluate the effectiveness of recommended changes made to the service management function. G2SF uses an organizations tools/technology to capture key performance indicators and metrics to further enhance a client’s business operations; the assessment functions as a feedback loop for the progressive development of an ITSM solution that is dynamic and continues to evolve over time. The insights obtained from the evaluations enable G2SF to streamline the life cycle of services and service management against industry standards such as ISO 20000. By applying Deming’s approach to quality management, G2SF ensures a comprehensive understanding of an organization’s short and long term business requirements, and then devises an action plan or roadmap to achieve those objectives.
In addition to two decades of experience implementing enterprise ITSM solutions, one of the noteworthy benefits of engaging with G2SF for enterprise transformation is the company’s unique value proposition and its ability to leverage a combination of strong System, Process, Network, and Security Engineering capabilities. This blend forms a conclusive and comprehensive portfolio of unique solutions that have helped clients bridge the gap between cloud computing, mobility, security, and the disciplines of asset and configuration management. As with all solutions, the company utilizes a scalable and repeatable service management framework with an emphasis on delivering outstanding “services” to a client’s user community–services that consistently meet and/or exceed organizational requirements.
An Enabler of Digitalization
G2SF has been a torchbearer for clients through digitalization initiatives, assisting them in enhancing productivity, utility, and efficiency of business processes and functions, all the while reducing infrastructure and operational overhead costs. One such initiative, for a large defense agency, required the implementation of a centralized platform used to facilitate the procurement and delivery of products and services to military commands around the world. The highly integrated platform offers a single entry point or portal to initiate and fulfill service requests. Before developing the solution, G2SF conducted a requirements-definition analysis to understand common services and requirement across all military commands. The global assessment enabled G2SF in designing an electronic service catalog for all enterprise services orchestrated through the platform. This was followed by building, configuring, and deploying the central platform/system in accordance with the client’s requirements and stakeholder prerequisites. G2SF focused on critical areas such as change management, incident management, configuration management, and release management. Soon after, the company launched a pilot to capture the feedback from end-users and made changes wherever necessary.
Today, G2SF supports over 300,000 warfighters around the world with over 3000 ‘super users’ that are executing service requests and fulfillment orders. “When people ask us when our IT service management “project” will end, we tell them never. As technologies and services mature, so should an organization’s ITSM solution. It’s all about continuous and consistent improvement and collaborating with our customers to ensure the solution continues to add measurable value to the organization. Working with the defense agency on a global enterprise solution is the best example of continuous service improvement,” adds Smith. G2SF has now integrated additional functionalities into the core of the platform, capable of associating assets/costs to specific contracts or programs within the agency. The platform provides real time information regarding who owns an asset, how much it costs, how the asset is being used in support of services, and the impact the failure of the asset will have on key services. Such visibility regarding the infrastructure facilitates effective decision making regarding service continuity, disaster recovery, technology refresh, and total cost of ownership.
The Trail of Success
Smith attributes G2SF’s success to the team’s strong domain knowledge, years of practical experience, and the evolutionary journey it has embarked upon since the company’s inception. In fact, the company’s roots go back to the turn of the century, well before the widespread adoption of ITIL, when Smith’s first company (Zenetex) was tasked with finding a “best practice” approach to managing changes within the IT department of a government agency. It was early 2000 that Smith stumbled upon the ITIL framework and library of best practices. “I remember talking with the CIO of DC government and her desire to implement standards and repeatable processes based on industry best practices; admittedly, I did an online search for “IT best practices” and found the British Government’s initial version of ITIL. “DC government was one of the first contracts we won to implement a service management solution”, explains Smith. Though not a lot of significance was given to ITIL in the US back then, the Pentagon was one of the first organizations in the US Government to adopt ITIL. When the plane went into the Pentagon, the fire came within 12 feet of a switch that would have disrupted communications services. Post 9/11, the decision was made to build a redundant network infrastructure that would be implemented and managed in accordance with ITIL best practices. Having successfully implemented an ITSM solution in support of DC Government, Smith’s company helped implement the ITIL framework at the Pentagon. “We were fortunate to have been selected to not only support the initial implementation of ITIL in the Department of Defense as part of the Command Communications Survivability Program (CCSP), but 15 years later, Smith’s second company (G2SF) was selected to author the original version of the Defense Enterprise Service Management Framework (DESMF) that is currently in place today,” Smith recalls. He further speaks about having collaborated with numerous agencies within the federal government to successfully implement enterprise ITSM [cloud] solutions. The advancement in Smith’s career built the foundation upon which G2SF prospers today and highlights a crucial era in the maturation of ITIL that has become the de facto standard for Service Management solutions within the federal government and the world-wide IT industry.
"The effectiveness of cloud transformation often hinges on the seamless integration of four vital business prerequisites: technology, processes, people, and governance"
Today, Smith’s perception of ITSM as an accepted discipline positions service management at the center of any organization responsible for developing, delivering, managing, and improving virtually any type of service, IT or otherwise. “Without a well-defined and institutionalized operating framework that guides organizational behavior in the delivery of services to a client community, significant time, money, and resources will be wasted and the quality of the service will inevitably suffer,” concludes Smith. This well documented trail of success over the last 20 years showcases G2SF’s niche subject matter expertise in IT Service Management and stands as a testament to the value of a successfully implemented enterprise ITSM solution.