ITellect partnered with the Defense Information Systems Agency (DISA) on a variety of projects. As part of this partnership, ITellect advised on process improvements. We also developed and maintained Customer Satisfaction Improvement Plans (SIPs). ITellect developed and maintained Disaster Recovery Planning (DRP) documentation, among many other important tasks.
For customer relationship management (CRM), we supported strategy and advised on a way to transition Customer Account Managers (CAMs) to Customer Portfolio Managers (CPMs). ITellect also developed and maintained Concept of Operations (CONOPs), CPMs and other CRM supporting documentation.
Our company supported the development, execution and results analysis and reporting of DISN customer satisfaction surveys. ITellect also supported the development and maintenance of the processes and documentation for Service Level Management (SLM) and Service Catalog Management (SCM) for Defense Information System Network (DISN) services.
ITellect supported the DISN project management, including standardizing project management processes/procedures, drafting a DISN Project Management Handbook, and supporting project registration for customer funded and DISN Sustainment projects.
ITellect supported the development and maintenance of the DISN Strategic Communications Plan to internal and external mission partners and stakeholders, as well as the customer education and training regarding DISN services. We also supported process improvement and standardization of ITSM processes.
Our company supported the development and maintenance of CAM project support training, along with the resolution of escalated customer service requests. ITellect provided situational awareness for all DISA services, among many other critical tasks.