IT Infrastructure Management

Pragmatics offers a full suite of IT Infrastructure Library^® Version 3 (ITIL^® V3) -based IT infrastructure management services to optimize operational efficiency and collaboration. These include service strategy, service design, service transition, service operations, service improvement, and computer network defense.

• Translating business needs to customer-tailored IT transformation maps
• Leveraging analytics, service-desk statistics, and trends to pinpoint tactical improvement opportunities
• Using an evolutionary, innovative approach to solution design
• Optimizing cost, capacity, and systems awareness
• Improving network capabilities, integrating emerging technologies, and complying with federally mandated network architecture and security requirements
• Adhering to industry standards such as CMMI^®, ITIL V3, ISO 20000:2005 and 9001:2008, and ISO/IEC 27001:2005

Pragmatics has been a prime contractor managing a large federal agency’s help desk and providing deskside assistance for 25,000 desktops in bureaus throughout the United States. Pragmatics and our subcontractor employees leveraged an ITIL framework and our documented CMMI^® Maturity Level 3 and ISO 9001:2008 processes and metrics to achieve measurable results:

• All performance aligned with master service level agreements
• Pragmatics and the project’s bureau received an ISO 20000 certification
• Pragmatics remediated desktop and server security vulnerabilities, resulting in a dramatic reduction in average risk scores
• The customer achieved a 15% cost reduction, saving approximately $4.9 million in 2009
• The customer received 90% service-desk customer satisfaction; met 96% of incident response times and service request resolution times

For More Information
Linda Alkire
Office: (703) 890-8460
Fax: (703) 761-4089
E-mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it