IT Services Management

Client

Aberdeen Proving Ground Directorate of Information Management (APG DOIM)

Description

Aberdeen Proving Ground is home to the Army’s oldest active proving ground. The installation occupies more than 72,500 acres, housing more than 60 different tenant activities representing every facet of technology.

The Challenge

APG DOIM needed to migrate the existing CA Unicenter Service Desk to the latest release while maintaining current operational functionality. The new instance had to align with Information Technology Infrastructure Library (ITIL) best-practices, and the APG DOIM, to meet its current Army initiatives of Single DOIM and C4IM/CLS metrics and service agreements.

The Solution

tiag leveraged its extensive experience and expertise with the CA products to configure and customize the APG DOIM’s CA Service Desk to provide users and technicians a single point of contact for all IT related incidents and requests. The CA Service Desk instance was constructed to provide additional Change Management capabilities as well as a means to organize and approve requisition requests.

The Result

tiag achieved a seamless migration of legacy data and provided an advanced solution utilizing the latest technology. The enhanced solution provided the APG DOIM with increased understanding of critical incidents in their environment, as well as an increased awareness and control of requested acquisitions and changes to the infrastructure. The new interface allowed the APG DOIM to respond to Army C4IM metric requests in half the time that the previous system required, and supplied a single touch point for Service Level Assurance and reporting.

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...