IT Service Management



Project Management and Application Consulting

In 2014 we worked on a six month project. Responsible for problem management and driving incidents to close a backlog of tickets. Responsible for aspects of the global web portal application performance, and stability of the billion dollar a year revenue generating web site. Worked with co-sourced vendors, determining metrics, setting deadlines, prioritizing work, monitoring progress and reporting status to upper management.

We worked globally with offshore teams, Asia Pacific(APAC), Europe(EMEA), Americas, to perform Problem Management analysis. We evaluated, analyzed and determined root causes for many Incidences recorded over the prior 6 months. We applied root cause repairs and reduced the number of tickets created. We drove ITSM break/fix ticket prioritization and timely resolutions, created custom Remedy reports.



Project Management for Multiple ITSM Data Center Migrations

We worked with BMC to migrate customers from their in house Remedy to the Remedy SAAS in the cloud.  We lead the ITSM upgrades and new implementations of Remedy ITSM software using ITIL best practices. We managed multiple transitions and implementations of Business Service Management systems as well as the integration of BMC and third party software into the business service management system. On boarded Remedy OnDemand customers.  We created project budgets, wrote SOW’s and engaged third party vendors. Managed global teams and vendors to implement Remedy ITSM and ITBM systems. Some customers of note:

  • City of Chicago
  • LegalShield
  • State of Minnesota
  • Sysco, TrustMark
  • University of Central Florida
  • VF Services
  • Wolters Kluwer
  • Zenith Financial


ITSM Consulting and Project Management  

In 2011 we strategized the configuration management and implemented Remedy Change Management (CM), Problem Management (PM), Asset Management (AM), CMDB, Service Asset Configuration Management (SACM) and Auto discovery (ADDM/Atrium) for this fortune 500 retailer. We held strategy meetings, planned and executed implementations of all modules, managed post implementation support, created and held training classes. We collaborated with on and offshore teams to successfully implement this shared service model Remedy IT Service Management (ITSM) system.



Project Management & ITSM Consulting 

We planned a CMS/CMDB, Remedy rework and uplift (new hardware/software migration and upgrade) from 7.0 to 7.6 back in 2011. The environment was to change from Windows/SQL to RedHat/Oracle in 2011.

We worked through the details, included third party vendors and then facilitated evaluations, customization and training of Remedy. Working with managers and users across the complex matrix organization dispersed across the USA we defined a project plan. Our Project manager organized and led a team of seven on and off shore. Weekly status reports were given to upper management and customer stakeholders.


Notable ITSM Engagements & Solutions

iDEAL has written an ITSM and CMDB solution using an open source CRM. 

The system is Linux based and uses a mySQL (now owned by Oracle) database which makes the system very inexpensive to obtain, implement and maintain.



iDEAL may be the right choice for your next Information Technology Service Management or configuration management database (CMDB) project.

We are ITIL Certified and will use best practices to mature your IT processes. Call us. Let’s discuss the details and see if we are a good fit for your next project.