Our selection of ITIL® was driven by extensive research into methodologies to reduce our customers IT support costs.  ITIL® appeared to provide great potential for IT support savings.  In fact, the Gartner Group measurements show that the overall results of moving from no adoption of IT Service Management to full adoption can reduce an organization’s Total Cost of Ownership by as much as 48%. CDO utilized a proven clustered approach to implementing ITIL focusing first on the immediate needs.  At USMEPCOM, those needs were the Service Desk and the processes followed around Incident Management.  We utilized the ITIL® self-assessment maturity model to determine the level of maturity of a function or process and structure a solution that was specific to the customer. The CDO Team was primarily responsible for introducing this highly flexible methodology to USMEPCOM.

In addition to our ongoing efforts at USMEPCOM, CDO’s Enterprise Management contract with the U.S. Air Force is a prime example of ITIL® framework application.  CDO took the steps necessary to implement ITIL® best practices in service request management and problem management, asset and configuration management, change management and knowledge management in addition to monitoring the mission-critical technology infrastructure in this complex IT environment.  CDO adapted these best practices around the already critical processes within the enterprise to provide a consolidated solution.