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United States Navy

Infrastructure Management

We have been providing enterprise infrastructure and application implementation, upgrade and operational support to various commands including Naval Education Training Command (NETC), Naval AIr Systems Command (NAVAIR), and Navy Information Warfare Center (NWIC) Atlantic. Our teams have been directly responsible for creating meaningful and measurable performance efficiencies resulting reduced costs and increased customer satisfaction.

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NAVAIR Cherry Point Desktop, Laptop, Mobile Device Remote Control and Asset Management Integration

Our team successfully installed and configured Remedy ITSM 20.02, BMC Discovery, and BMC Client Management (BCM) to work together as an asset management and service desk support tool. This tool supports 3000 users for the NAVAIR command at Cherry Point. Our engineers successfully deployed BMC Discovery and BMC Client Management to discover the entire enterprise and populate the enterprise CMDB asset information of over 550 IT Assets utilized by the NAVAIR command. In addition, we successfully configured the integration between BCM and the BMC Remedy Smart IT module to allow service desk agents the capability to remotely access end-user devices directly from their Smart IT console, resulting a 35% increase in first call resolution and increased customer satisfaction.

Navy Information Warfare Center (NWIC) Smart IT Conversion

Team G2SF conducted an upgrade of NWIC’s ITMS from BMC Remedy 8.1 to BMC Remedy 20.02, the latest release of the BMC Remedy ITSM system. As part of this upgrade, NWIC had a requirement to implement DWP and Smart IT to support incident and workorder management within their environment. This project required the assessment of over 200 custom fields currently contained in the legacy incident management and workorder forms. Our team completed a review of all custom fields and compiled a list of fields that were required to meet the customer’s unique workflow requirements that would be incorporated into the Smart IT incident and workorder views, resulting in 75 unique data fields that were added to the incident and workorder forms. This conversion allows NIWC to take advantage of newly released capabilities, resulting in a 15% decrease in the time a service desk agent spends on the phone to capture customer issues.

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