Bonneville Power Administration (BPA), a self-funded, non-profit federal marketing administration within the U.S. Department of Energy, provides reliable, affordable, carbon-free hydropower to communities across the Pacific Northwest.
BPA sells electrical power to commercial utilities from 31 federal dams, one non-federal nuclear plant, and several small non-federal power plants. Ultimately, the clean energy delivered by BPA provides 28% of the electric power in the Pacific Northwest, serving 3 million people across 300,000 square miles. The service area spans multiple states, including Idaho, Oregon, Washington, western Montana and parts of eastern Montana, California, Nevada, Utah and Wyoming.
Reliable, clean power is critical to the region’s economic prosperity and environmental sustainability. However, BPA’s legacy IT support model was too decentralized to support the modern, responsive IT environment that its employees needed to fulfill this mission.
Cognosante led the implementation of a complete IT service management (ITSM) process and philosophy transformation while providing Tier 1 and 2 IT service desk and deskside support to BPA employees through a centralized service desk.
The Cognosante team introduced best practices in IT service management to better align BPA’s IT services with its mission. Specifically, we:
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