IT Services Management

Information Technology (IT) Service Management involves the tracking, reporting, and measurement of IT operational performance in order to improve service quality and lower infrastructure costs.  tiag’s IT service management (ITSM) experts enjoy great success transforming large scale IT organizations into more efficient units, accelerating implementation times while ensuring maximum risk mitigation.  The tiag ITSM group has received widespread recognition throughout the US Army and other Department of Defense organizations for achieving the highest levels of IT performance, management and resultant superior customer service.

The tiag ITSM engineers utilize best practice processes to implement and leverage the information technology infrastructure library (ITIL) standards to improve efficiency and reduce cost in an organization.  We have implemented ITIL based instances of Service Desk that enabled large, government organizations to track and effectively monitor changes in their environment, to change configurations and to know the impact of a change before it occurs.  The team utilizes CA Server Desk Manager (r12) to provide a foundation for Configuration Management, Change Management, Incident Management and Problem Management. 

As a core business principle, the tiag ITSM team concentrates on effective incident management, to ensures the highest level of availability and customer satisfaction, and on enabling root cause analysis to allow for proper problem management and the mitigation of future incident service interruptions. tiag's ISTM experts implement a single point of contact for support within an organization, allowing for additional control, visibility and efficiency.

tiag ITSM engineers also have extensive experience implementing and upgrading legacy versions of CA Service Desk to the latest CA Service Desk Manager.  We have performed numerous external integrations into Service Desk to provide a centralized location for tracking, updating and resolving incidents and requests.  Some of the technology and tools in which tiag has expertise include CA Service Desk Manager, CA Service Level Management, CA Service Catalog, CA CMDB, CA Advanced Workflow and BMC Remedy ITSM.

Results Delivered

Aberdeen Proving Ground Directorate of Information Management (APG DOIM)

APG DOIM needed to migrate its existing CA Unicenter Service Desk to the latest release while maintaining current operational functionality while meeting its current Army initiatives of Single DOIM and C4IM/CLS metrics and service agreements.   tiag achieved a seamless migration of legacy data and provided an advanced solution utilizing the latest technology. Read More...

Ft. Irwin Network Enterprise Center (NEC)

Ft. Irwin, home to the National Training Center for the Army, required a solution for centrally managing the deployment of critical IAVA updates to its 3700 laptops while providing Remote Control capability for its help desk technicians.   tiag's solution achieved full IAVA compliance with no unscheduled downtime and led to dramatic cost savings. Read More...

Northern Regional Medical Command (NRMC)/Walter Reed Army Medical Center (WRAMC) Directorate of Information Management (DOIM)

Walter Reed's Directorate of Information Management (DOIM) manages over 300 servers, 15,000 desktops, 3000 VoIP phones, 60 local VTC units/rooms, 200 switches, one integrated robotic surgery unit, and additional VTC units/rooms spread throughout MEDCOM (a 22-state region).    tiag tiag created a command center that improved oversight of all help desk functions through the combined use of CA’s Unicenter Service Desk, integrated communications employing Sphere and Cisco solutions and an array of VTC services. Read More...