it operations and management

Trusted Partner

The objective of our IT Operations and Management approach is to provide timely and effective solutions to our Government Partners and their customers though ITSM and ITIL v.4 best practices.

IT Operations and Management

Our team understands the complexity of the inter-related programs, policies, and technology within the Federal market. GAMA-1’s approach to supporting our Federal customers in System Administration and Engineering is founded in industry best practice Information Technology Service Management (ITSM) principals defined in the Information Technology Infrastructure Library v.4 (ITIL).

 Along with following an ITIL-based methodology, we leverage CMMI best practices and work with our customers to plan, design, deliver and control services and solutions aligned with their mission and objectives. Our team is ITIL trained and certified to ensure that operations and maintenance support services follow structured processes and procedures (e.g., Service Design, Release Management, Transition to Operations, Incident and Problem Management, Change Management, Quality Management), establish and track meaningful metrics, and integrate continuous integration and delivery. By combining the ideal mix of knowledgeable people, proven processes, and emerging technology, GAMA-1 delivers services focused on meeting customers’ needs.

Our company’s ISO 20000 certification exemplifies our dedication to following disciplined best practice procedures, so our customers realize the benefits of our services right off the bat, day one!

Our IT Services

End-User Support Services

  • Lifecycle Planning and Integration with a focus on modern best practices and emerging  technology

  • End-User Service Center Operations and Consolidation to include Tier 0-4 Service Desk Management
  • Incident and Problem Management
  • System Administration
  • Change and Configuration Management
  • Technical Project and Process Management
  • Quality Management and Testing
  • Engineering Services including Information Architecture and Environment Planning
  • CI/CD
  • Critical Infrastructure Protection and Information Assurance
  • Training and Consulting Services

Lifecycle Planning and Integration

  • Management of Design and Process documents

  • Product Structure Management

  • Central Data Vault (Electronic File Repository)

  • Part and Document Classification and Metadata (“attribute”) Management

  • Materials Content Identification for Environmental Compliance

  • Product-focused Project Task Assignment

  • Workflow and Process Management for Approving Changes

  • Multi-user Secured Access, Including “Electronic Signature”

  • Data Export for Loading Downstream ERP systems

Project Management

  • Identification of Stakeholder Needs
  • Project Objectives
  • Deliverables and Deadlines
  • Project Schedule
  • Roles and Responsibilities
  • Costs and Shortfalls
  • Communication Plans
  • Process Tracking

Training and Consulting Services

  • Training Plan Development
  • Training Assessment

Special Projects

  • Co-development of Fresh Projects 
  • System Migrations
  • System Consolidations
  • Cloud Migrations
  • Software/ Hardware Upgrades and New Installation

Our Experience

IT and Operations Management

GAMA-1’s National Weather Service (NWS) Enterprise-Wide Support Services implements our Customer Experience Management & Operations (CEM&O) approach through the management of 5000+ End Users, 1000+ Devices, and 150+ VMS (Windows & Linux). Within 60 days of contract kick-off, we presented customer experience findings, our recommendations, and a management plan to the NWS ACIO. We established a Continual Service Improvement (CSI) Customer Experience Management (CEM) program leveraging ITIL’s seven steps to continually measure improvements to processes, customer-focused IT services, and IT infrastructure to increase efficiency, effectiveness, reduce lifecycle costs, and improve the overall experience of the end-users.

The key to our NWS CEM&O approach success is the full integration of an ITIL service management framework within the NWS technical team. To improve customer service and incident/problem resolution we support NWS as an ISO-20000 certified partner establishing migration plans, checklists, SLAs/SLOs, and SOPs for the full lifecycle management, security, and health of the NWS IT Investments. We matured NWS’ enterprise-level Service Desk (Tier 0 – Tier III) providing coverage for NWS 25+ CONUS offices/regions and different time zones. While maintaining existing operations our team also works to consolidate NWS infrastructure and completed the consolidation of the Radar Product Improvement System and the National AWIPS Office migration into the NWSHQ boundary. This included a physical migration of systems and users but also included the development and acceptance of all security documentation to include POAMs, FIPS 199/ 200, SSP, COOP, and overall ATO.

Through collaboration and partnership with NWS’ ACIO, our team members work to refine and enhance existing methodologies and provide guidance through continuous program management support for IT investment planning (ITIL 3/4, ISACA ValIT) and reporting ensuring services meet the needs of the NWS mission. We developed working relationships with NWS while focusing on critical program activities and the adoption of structured methodologies. As needed, we developed custom outreach workshops, Integrated Project Teams (IPTs), customer satisfaction surveys, and training programs for planning and deploying the NWS “as-is” and “to-be” enterprise services/programs/architectures.

Throughout the contract, our PM, and key staff met with NWS management to review established operational metrics along with our proposed metrics and adjusted accordingly. GAMA-1 developed Service Level Agreement (SLA) metrics and other trending metrics on a scheduled basis. Our technical team uses ServiceNow, MS project, calendar, dashboard, and workflow capabilities to survey the customer experience, track work items, schedules, and dependencies. All to confirm contract requirements are met on time, on budget and by the terms and conditions of the contract, in addition to increasing collaboration and visibility of our performance and progress from the customer point of view.

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Vice President of Business Development
Gerald Stark

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