The Acentia Service Management Policy

Acentia is committed to providing superior management and technology services and solutions that meet service level requirements and objectives with the aim of ensuring and continually improving service provision and customer satisfaction through the use of best practices.

Our Delivery Methodology

The Acentia Management System is certified against ISO/IEC 20000:2005 and includes core principles of ISO 9001:2008 and the Software Engineering Institute’s Capability Maturity Model Integration (CMMI). Using the government’s Quality Assurance Surveillance Plan and Statement of Work requirements as a basis, our Program Quality Control Plans provide a systematic method for Acentia to monitor and evaluate our own performance and delivery of customer satisfaction. Our corporate Program Management Office (PMO) administers our methodology knowledge base and provides training on standards, processes, procedures, and templates based on government and industry best practices and our own lessons learned. In addition to training and certification in both theoretical concepts and operational realities, our PMO assists our staff with attaining and maintaining third-party certifications.

Our professionals take advantage of our proprietary code of practice, based on 20 years of successful delivery of high-value IT services to government and industry customers. We support our Program Managers by creating whitepapers, roadmaps, and enterprise architecture artifacts that directly benefit our customers. Our methodology ensures that government and industry mandates, including the physical and logical artifacts that support their successful implementation, are highly available and immediately accessible to our team through collaboration tools.

Our methodology incorporates maturity models and best practices, including the following:

• Quality management under ISO 9001, Six Sigma, and American Society for Quality (ASQ)
• Service management under ISO 20000 and CMMI
• IT governance under Control objectives for information and related Technology (CobiT 4.1)
• IT Services under the Information Technology Infrastructure Library, Version 3 (ITILv3) framework
• Project Management based on PMI’s Project Management Body of Knowledge (PMBOK v4)
• Government extensions to the PMBOK v3
• Earned Value Management (EVM) techniques (ANSI-768-B)
• IT security under ISO 27001/2, along with NIST 800 guidance under FISMA

Our methodology incorporates IT support models, including the following:

• Help Desk Institute (HDI)
• Microsoft Operations Framework (MOF)
• Original Equipment Manufacturers (OEMs)
• Federal Enterprise Architecture-Framework (FEA-F) and Federal IT Standards (NIST, OMB)
• The Open Group Architecture Framework (TOGAF)

Our methodology continually evolves and improves as a direct result of customer feedback, industry research, and lessons learned. The Acentia Management System is a key component of our proven framework. Our continuous improvement process, rigorous project and risk management approach, and our method for ensuring responsiveness and agility in meeting customer requirements is detailed throughout our documentation. Our Project Managers are well-versed in monitoring and measuring Key Performance Indicators and Acceptable Quality Levels against Service Level Agreements and Quality Control Plans. They are trained in reporting performance, as well as project issues and risks, and they have the authority and direct line of communication to implement solutions to eliminate or mitigate problems. Acentia is appraised at CMMI Level 2 and is actively pursuing Level 3 certification. We are one of just a few companies in the United States certified under ISO 20000:2005 and are pursuing ISO 9001:2008 in CY2011. Our team holds numerous technical, program management and quality certifications and they actively participate in industry membership groups, such as the American Council for Technology and Industry Advisory Council (ACT-IAC).