IT Service Management

Gunnison provides Information Technology Service Management (ITSM) solutions and process support services for large, mid-sized, and small commercial enterprises and public sector organizations around the world. Gunnison is a BMC Xcelerate Partner with BMC Certified Professional Engineers and Certified ServiceNow Administrators on staff with years of experience building workflow in market leading ITSM tools suites.

• Gunnison is comprised of recognized experts in ITSM, IT Asset Management (ITAM), and IT Operations Management (ITOM) tools suites and system integrations.
• Experts in software implementation, integration, IT process, and organizational transformation, and education services in the service management space.
• Comprehensive end to end ITSM solutions from application development to device management to operations, all while leveraging industry best practices to ensure consistency and real-time services management into performance with metrics-based reporting.
• Focused on the mission and business requirements, as opposed to technology driven.
• Enterprise solutions that provide global access to information while considering customer experience, budgets, and future business requirements.
• Flexible solutions that are that are technology agnostic, ensuring a focus on customer requirements.
• Our team was part of the first ever DoD/Federal service management contract.
• We helped author the first version of the department of defense enterprise service management framework.
• We have over 250 years of ITSM operational consulting and implementation experience across the federal government.
• Proven experience integrating ITSM, ITAM, ITOM tools using RESTful APIs and custom APIs
• ServiceNow/BMC Expertise
• Roadmap assessments/Solution designs
• We need to provide proof points (Team needs to pulling together some)
• We make ITSM as part the core aspect of our customers IT delivery
• Experts in the development of Business Automation workflow resulting improved productivity and reducing errors caused by manual human touch activities
• We have strong expertise in helping our customers understand how their business functions and automate the business process to achieve business goals

Gunnison provides and supports outstanding research, design, development, implementation, integration, and continual service improvement of an enterprise ITSM solutions and develops, integrates, and manages Service Management commercial and government agencies. The Gunnison team supports a variety of customers, both on-premise and off, providing 24/7 support for requirements, development, implementation, and operations.

We do this by working with our customers collaboratively to understand their priorities and goals, then implementing our experience with IT Service Management to provide powerful solutions for their IT Service Management needs. An organization’s ITSM program does not need to implement it exhaustively—the client can pick and choose only the ITIL processes and practices they need. We provide best-practice ITSM frameworks which are utilized by the team and are closely related to ITIL, and many are used in concert with ITIL. These include the following:

• BiSL (Business Information Services Library), which is focused on ITSM from the perspective of users (this is often called the “demand” perspective).
• COBIT (Control Objectives for Information and Related Technologies), which focuses on controls and governance.
• ISO/IEC 20000, the first international standard for service management.
• MOF (Microsoft Operations Framework), an alternative to ITIL.
• Six Sigma, a set of tools for governing IT organizations, manufacturing, and other processes, with the goal of achieving statistically high product quality levels.

• Development: The use of both legacy waterfall and newer Agile methodologies provides Gunnison the ability to adjust to customers development and integration practices resulting in faster requirements documentation, development, testing and implementation.
• Operations: We leverage industry best practices which ITIL and PMBOK, supporting the full suite of ITSM including enterprise incident, request, configuration management, license management, problem management, and change and release support, supporting enterprise inventory, licensing, technical refresh, and configurations

The goal of ITSM is to ensure that IT services perform in a way that meets the needs of the users and the business. It’s no surprise, then, that a rigorous ITSM approach often results in some significant business benefits:

• ITSM makes it easier for IT teams to provide a fast, flexible-free response to unexpected events, new opportunities, and competitive threats.
• By enabling better system performance, greater availability, and fewer service interruptions, ITSM helps users do more work and the business do more business.
• By systematically speeding incident resolution, reducing incidents and problems, and even automatically preventing or resolving issues, ITSM helps the business get more productivity from IT infrastructure at less cost.
• ITSM helps the organization set and meet realistic expectations for service, leading to greater transparency and improved user satisfaction.
• By embedding compliance into IT service design, delivery and management, ITSM improves compliance and reduce risk.

For IT departments, ITSM enables a continually more productive, effective, and cost-efficient service organization that is aligned with business strategy—an IT department that increasingly becomes a critical part of the organization’s success (and less and less the source of the organization’s problems).