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Partnering with Global InfoTek to Provide ITSM Support for the U.S. Air Force
2000+
airmen served
Level 3
CMMI certification
1
integrated ITSM solution
Project Snapshot
- The US Air Force’s 90th Cyberspace Operations Squadron faced complex ITSM challenges including unclear dependencies, lack of ticket visibility, and disconnected procurement processes.
- Isos Technology implemented a customized Jira Service Management solution with automated workflows, integrated procurement steps, and a user-friendly interface backed by FedRAMP-authorized cloud hosting.
- The new system delivered a single-pane-of-glass view, streamlined service delivery, improved ticket transparency, and boosted both efficiency and user adoption.
Case Study
Isos Technology partnered with Global InfoTek, Inc. (GITI), a company that provides a wide variety of technology solutions and services for the US Government. Together, we helped modernize IT Service Management (ITSM) support at the US Air Force’s 90th Cyberspace Operations Squadron at Lackland Air Force Base in Texas. Using Atlassian’s Jira Service Management, we improved end-to-end service delivery across military, civilian, and contractor operations, improving efficiency, efficacy, speed, and staff morale.
The Challenge
During discovery and requirements capture, we found several pain points inhibiting 90th Squadron operations.
Dependency madness and tickets getting lost - Routine requests like security access or data transfer across classified networks are complex and involve multiple steps, teams, and dependencies. Tickets were often delayed because the next person didn’t know it was their turn, or no one knew what should come next. The system didn’t reflect the complex reality.
Invisible support progress - Without a system that reflected the complexity of the work, it was impossible for the support teams to see any high-level view of the status and flow of tickets, without diving into the details of each individual ticket. Even worse, customers had no visibility into tickets, their status or blockers, until they popped out the other side, eventually done at unpredictable times.
Procurement inefficiencies - Procurement of equipment or software is often involved in solving customer requests, however those tickets were entirely disconnected from the purchase request and processing workflow. Military procurement is complex and lengthy, so lack of clarity increased confusion and delays in resolution.
Inconvenient to use - The existing support desk lived on an island with its own user credentials, so logging into the system was inconvenient and most customers resisted.
Solution
Isos Technology worked closely with the client’s senior DoD leadership, ITSM support staff, and small units to better understand their complex request types and approval processes and map out desired workflows, handoffs, and automation triggers. This involved discovery sessions, working groups, and organizational process mapping to fully understand the unique complexities and nuances of the organization’s processes. The outputs were phased into a transformation roadmap and incrementally deployed to assist the large organization in adopting the new work style. Then, they implemented Jira Service Management (JSM), Confluence, and several Marketplace applications, in a FedRAMP cloud environment and implemented CAC-enabled SSO login to the entire Atlassian stack. The overarching theme of the transformation was to wrap the software solutions around the organization and minimize the adoption curve.
Results
Automate procurement to support ITSM requests: We were able to integrate purchasing one or more items as solution steps for any type of request. When the purchase was received, it would then trigger delivery and installation, and then notify the requester and stakeholders of the finished solution.
The most convenience security will allow: It was imperative to increase use of the system, so we migrated the Jira Service Management stack to a FedRAMP Cloud provider, that enabled our implementation of CAC-enabled SSO login to the entire Atlassian stack.
Simplicity in use: Isos Technology embedded closely with the 90th Squadron ITSM support staff to understand the desired workflows, handoffs, and automation triggers. We used Jira Service Management and several Atlassian Marketplace apps to provide each agent with the right tasks and information.
Single pane of glass interface: Once we had a system that reflected the true complexity of the work, it enabled a single view of all the steps required to complete a request, and displayed progress and blockers for both agents and customers.
“Everybody was happy with the work and value of Isos Technology’s participation and deliverables. They trained us on everything we needed to know, always answered our questions quickly, and got the job done. They obviously know their stuff!”
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