Adaptivestack Technologies, Inc. has been awarded a subcontract to support prime contractor HMS Technologies, Inc. on the Information Technology Service Management (ITSM) Tool contract by the Department of Veterans Affairs.
Adaptivestack Technologies will provide development, configuration and testing support for the VA's secure cloud-based Information Technology Service Management (ITSM) Tool, which enables end-to-end processes across all services and provides real-time, accurate performance information on all aspects of service delivery. ServiceNow will be used to implement this tool which will allow the VA to manage roles and business rules rather than physical control of assets and direct software licensing. The ServiceNow toolset will support the Enterprise Service Desk (ESD) Automated Call Distributer (ACD) / Interactive Voice Response (IVR) system and Information Technology Infrastructure Library (ITIL) v3 processes (e.g. Incident, Problem, Change, Release, Service Request, Service Level management and reporting, Integrated Configuration Management Database (CMDB)/ Asset Management, Knowledge Management, etc.).