Transforming IT Service Management for FDA's 20K Users
Goal: Future-Proofing FDA's IT Service Platform for Mission-Critical Operations
The FDA sought to revolutionize its IT service management platform to enhance operational efficiency, strengthen security, and improve scalability. Their existing HPSM system struggled to support mission- critical applications while efficiently processing service requests and tracking IT incidents. FDA leadership envisioned customized HPSM modules creating a responsive, automated ecosystem aligned with ITIL best practices. This modernization initiative focused on expanding core functionalities to support comprehensive incident management, change control protocols, problem resolution frameworks, and configuration tracking agency-wide.
The FDA needed to also incorporate HPSM into both the HHS Enterprise
Performance Life Cycle and the FDA Software Development Life Cycle, with all enhancements maintaining strict compliance with federal standards.
Security considerations dominated planning, requiring sophisticated role- based access controls, continuous vulnerability monitoring, and full adherence to NIST, HHS, and FDA cybersecurity mandates.
Finally, FDA leadership recognized that eliminating manual interventions would accelerate service request processing while reducing human error. Scalability became paramount with over 20,000 users depending on HPSM. The modernization aimed to future-proof the platform through cloud-based architecture, real-time tracking capabilities, and seamless interoperability with existing IT assets.
Our Solution: Engineering Security Into Every HPSM Layer
EIT implemented a strategy that replaced reactive firefighting with proactive security management. We abandoned the problematic waterfall methodology in favor of Agile development integrated with HHS Enterprise Performance Life Cycle and FDA Software Development Life Cycle frameworks—addressing fundamental inflexibility while maintaining strict regulatory compliance. We engineered five interconnected ITSM modules to address fragmented workflows: Incident Management automating alert routing, Change Management enforcing security approvals, Problem Management providing root cause analysis, Configuration Management establishing real-time infrastructure visibility, and Iteration Tracking enabling performance monitoring. These modules directly resolved disjointed service delivery, replacing manual processes with automated workflows that reduced human error and accelerated response times.
In addressing security vulnerabilities, our architecture implemented role-based access controls, encrypted data transmission pathways, and deployed continuous vulnerability monitoring that identified threats before they reached production. These measures directly focused on the previous system's failure to satisfy FDA Technical Architecture standards, HHS cybersecurity mandates, and NIST security controls, expediting Assessment and Authorization approvals with zero security findings. Our solution established secure communication channels with four dependent systems through encrypted web services and data synchronization, while the centralized DIO Service Catalog created a standardized portal for the entire FDA workforce, eliminating unpredictable service delivery that had resulted in frequent SLA violations. To ensure sustainable performance, we established specialized Tier 3 support overseeing more than 20,000 annual service tickets, transforming unpredictable handling into consistent, measured responses that maintained strict SLA compliance while providing FDA leadership with visibility into service performance through real-time dashboards.
Outcome: Faster Resolutions and Streamlined Workflows
Through custom-configured ITSM modules, ITIL implementation, and workflow automation, the FDA now operates a streamlined service management platform supporting over 20,000 users across its regulatory ecosystem. Service resolution timeframes decreased, driving improvements in user satisfaction and productivity metrics. Intelligent workflow automation and request routing transformed incident management, change control, and problem resolution capabilities, allowing FDA technical teams to redirect resources toward strategic initiatives rather than managing administrative backlogs.
The security transformation produced measurable results. HPSM achieved and maintained Authority to Operate certification with zero security findings, confirming adherence to HHS cybersecurity mandates and federal governance requirements. Role-based access controls, automated vulnerability detection, and continuous security monitoring strengthened data protection frameworks. The DIO Service Catalog now functions as the centralized hub for all IT service interactions, ensuring FDA personnel access required resources without delays. The transition to Agile development established a foundation for continuous enhancement aligned with FDA's broader modernization strategy, providing the adaptability, security, and operational resilience needed to support the agency's expanding regulatory responsibilities.
Conclusion
By skillfully integrating Agile development practices with enterprise-grade service automation frameworks, we've revolutionized the efficiency, security posture, and scalability of the agency's mission-critical IT operations.
The modernized HPSM platform now serves as the technological backbone supporting vital regulatory functions across the FDA's national footprint. Our ability to harmonize Agile methodologies with stringent federal governance requirements has positioned this solution as a blueprint for IT service excellence throughout the public health sector. As technology landscapes continue evolving, this robust foundation provides the adaptability, security, and operational resilience needed to support the FDA's expanding digital future—ultimately strengthening America's vital public health infrastructure.