IT Portfolio Management Solution Strategy Implementation Planning Business Case Development Enterprise Architecture Program Management Office Project Management Requirements Analysis System Architecture Full Lifecycle Development Excella Assists OMB With Government-wide Enterprise Architecture Excella Implements Complete Help Desk Solution for Pace Business Need Pace Global Energy Services, a global energy consulting firm, was developing new products and services which would require the firm to provide help desk support to its customers for the first time. Because the firm’s existing products and services did not require help desk support, the entire help desk infrastructure, including processes, technology, and personnel, would have to be established from scratch. The Solution Excella defined the strategy and requirements for the help desk and served as the program manager for the effort to implement it. Excella defined the help desk organization, established processes and procedures, implemented an ASP / SQL Server-based call tracking and troubleshooting system, defined telecommunications requirements, and trained the help desk personnel. In managing the help desk implementation, Excella coordinated efforts of multiple internal and external organizations including information systems, marketing, accounting, human resources, and telecommunications. The Result In less than three months, Excella implemented a low-cost, yet sophisticated help desk infrastructure capable of supporting the initial and future products. Program Management Office Implementation Planning

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