Improve quality and productivity improves.

Uncontrolled variation is the enemy of quality. Standardized processes and repeatability. It is what enabled factories to produce high output with predictable results and increased quality during the 19th century, when thousands of virtually identical units crafted within controlled tolerances began to emerge from production lines. It is unlikely that the developers of manufacturing best practices and quality improvement principals that soon followed, including those championed by W. Edwards Deming, were anticipated to become foundational to an ideal state of information technology that can be achieved through the ITIL/ITSM implementations in 21st century service organizations.

Two basic rules of life are: 1) Change is inevitable. 2) Everybody resists change. A key critical success factor (CSF) incorporates users accepting, embracing and participating in change. An initial focus on service level 
agreements (SLAs), contractual requirements and penalties, or the expected resistance to cultural change from technology to service focus may distract or delay realization of ITSM value. While the organization at large benefits from service that meets or exceeds published quality expectations, predictable results and predictable staffing levels, information technology staff members usually experience greater benefit; less time spent restoring service permits more time dedicated to performing the challenging and rewarding projects and developing new technology skills. This benefits everyone: Innovation comes from people who take joy in their work. 

Best efforts will not substitute for knowledge. Successful ITIL/ITSM implementations begin with analysis of business processes and supporting technical process that underpin services, along with the in-place metrics, indicators and success factors. Project team members will need to learn new methodologies, terminology and in some cases, software tools that are unfamiliar.  And initial task to identifying documentation and system artifacts, or the absense of, may lead to development of documentation requirements, templates, standards and allocatoin of a repositiory. Everything should be communicated and socialized to ensure that the entire organization, from sponsor to end user, understands the objectives, value to the organization and their individual role.
 
Manage the cause, not the resultService management is not a destination. It is a strategic journey with continuous improvement. Services will be updated and replaced as the business changes. Processes will continue to be improved. Technology will continue to change and challenge business agility. The marketplace and customer expectations will evolve and may shift with exogenous shocks, And metrics and measurements must be periodicly reviewed to assure relevance, business alignment and desireable outcomes.



Your Trusted Advisors

IT Service Management - Project Management - Information/Cyber Security - IT Operations

Multi-discipline:  Business and information technology process analysis & improvement, IT service management, enterprise project execution, IT security & IT Operations.

ITIL Experts and accredited IT service management instructors with broad experience implementing “as a Service” delivery and positive, measurable changes that produce tangible results.

Program/Project Managers with in-depth experience managing enterprise programs and projects within military, government, civilian, software and not-for-profit industry sectors. Proven experience communicating with customers, stakeholders, and staff across interdependent and competing programs.

Information Security Practitioners with a thorough understanding of compliance, mandates and govenenance requirements, NIST/FISMA guidelines, data encryption, transport protocols, business continuity best practices, technical and procedural prevention and countermeasures, and industry documentation standards.

Leadership and strategic management (Change Agent).
Business process analysis and improvement.
IT service management (ITIL/ITSM) implementation and improvement.
Sevice catalog development & service portfolio analysis.
Portfolio, program and project management.
Program initiation and transition; "as a Service" contract delivery.
Enterprise architectural documentation and analysis.
Cloud computing implementation – AWS, XEN, Oracle Virtualbox & VMware
Information assurance, security, compliance and governance.
Education, training and certification.
Mentoring & employee development.

Technical competencies

Windows & Linux operating systems. 
Virtualization & cloud computing (VMware, VirtualBox, AWS & XEN).
Remote access & virtual desktop. 
Microsoft & Oracle database, application & web server technologies. 
TCP/IP networks (routers, firewalls and appliances).
Service oriented architecture.
ITSM applications and Information security applications.
SQL, PL/SQL, HTML, XML & operating system scripting.

Certifications

Project Management Professional (PMP)
Certified Scrum Master (CSM)
Certified Scrum Product Owner (CSPO)
Certified Collaboration Architect (CCA)
ITIL Expert
Certified Information Systems Security Professional (CISSP)
Informaton Systems Security Architecture Professional (iSSAP)
Information Systems Security Management Professional (ISSMP)
Certified Cloud Security Professional (CCSP)
Security+

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Our Philosophy

leaders

Leaders have the courage to take risks and to accept ownership of their mistakes. Leaders exemplify integrity, and know the facts and the data that support their recommendations and decisions. Leaders are accountable for their actions and directives. Leaders are visionaries that anticipate and plan for the unknown and mitigate or eliminate risks. Leaders teach, mentor, encourage adn promote their followes. Leaders become loyal and virtual followers when not in leadership roles.

Core beliefs

Following policy, process and procedure can never be used to justify poor customer service. Individual and team success are interdependent. A sense of belonging is integral to successful group dynamics and vital to high performance teams. Employees who have a vested interest in profitability and success will observe and enforce physical and information security mandates, safeguard data, protect trade secrets and immediately report vulnerabilities and breaches. Exceeding expectations is not always in the customer’s best interest. Know when you must exceed expectations and when doing so endangers the mission.

 Click here to read entire leadership philosophy and core beleifs.