IT Service Management

For the past 12 years, Zenetex has been working with the DoD and related federal agencies on the adoption and execution of industry accepted best practices and standards for IT Service Management (ITSM). This experience, coupled with our involvement in the development of commercially accepted practices and standards, positions Zenetex as a subject matter authority on the topic of ITSM practices within the DoD. We have supported more than 25 ITSM related development and capability improvement programs throughout the DoD. Our staff has also been involved in the development of version three of the Information Technology Infrastructure Library (ITIL® V3), as well as ISO IEC ITSM and Governance Standards (ISO/IEC 20000 Series and ISO IEC 38500 Series). This vast experience provided the impetus for our DoD specific ITSM approach.

Our ITSM Approach

Our pedigree is in IT operations. Founded in 1999 as an IT infrastructure professional services company, Zenetex understands how to operate, support and synchronize IT systems into services that deliver successful IT outcomes.

Zenetex has taken DoD lessons learned from a portfolio of past enterprise programs and our understanding of the proper application of ITSM standards and frameworks to establish an integrated DoD ITSM service methodology to include education, planning, design and development capabilities and guidelines to operated and enable improvement within the unique requirements of the Defense Sector.

Our ITSM People

Zenetex is the leading provider for comprehensively experienced ITSM professionals for the DoD. The following statistics demonstrate Zenetex in-house ITSM Subject Matter Expertise:

• Highest concentration of ITIL Service Managers with DoD experience and clearances
• 17 certified Service Managers/Experts with DoD Clearances, and over a century of combined ITSM experience
• Leading edge industry experience with ITSM standards and best practices
• 1 Member of the ITIL V.3 Library “ITIL Advisory Group (IAG)” that planned and led the development of ITIL for the UK Office of Government Commerce (OGC)
• 5 Published ITIL Authors
• OGC ITIL IAG Service Strategy mentor to the authors
• Years of experience representing the United States to ISO for ITSM and IT Governance Standards.
• ITSM service strategy leader that led the planning and development for the methods and assets used by the world’s largest ITSM consulting practice
• Experienced practice leaders with commercial, federal and DoD experience with hundreds of large, global and complex, in house and multi sourced ITSM environments
• Over 60 experienced ITIL certified professionals
• ITSM Architects and Lead Integrators
• ITSM Program Leaders and Project Managers
• Process Owners
• Process Writers
• Trainers
• Quality Assurances Managers
• Analysts
• Communication Specialists
• ITSM Application SMEs
• 5 Accredited ITSM Training Instructors