In 1997 FedSoft staff began working with a medium sized charitable organization developing an I.T. service strategy that would help smooth transition from manual processes and legacy tools to a modern, collaborative, integrated business technology environment. We started by listening, analyzing, and defining high priority service alternatives to support their mission and critical programs. We evaluated each functional area within the organization and then we designed effective service solutions to meet those needs. As the campus footprint grew through two building programs to incorporate a second, independent non-profit organization that shared the infrastructure, FedSoft continued to respond to the developing physical plant and customer service requirements. When the job was complete, we had installed 10 miles of physical cable, configured wireless LAN service, VPN, workstations for every employee, and numerous server solutions. As the organization has continued to evolved over time, we have established a three tier service approach to provide 24/7 support to the end-user community, and we have frequently delivered end-user training. No support or assistance request has ever been missed, we have always been able to maintain 99.99% uptime for critical systems. Over ten years later we continue to provide operational support and continual service improvement to the organization.