IT Services Management

Client

FT Irwin Network Enterprise Center (NEC)

Description

FT Irwin is home to the National Training Center for the Army. Their mission is vital to the success of the U.S. Army’s ongoing mission.

The Challenge

With roughly 3,700 desktops, laptops and servers, FT Irwin’s challenges were to centrally manage the development, testing and deployment of critical IAVA updates to the 3700 machines and to provide Remote Control capability for the help desk technicians and other Fort Irwin organizations. As well, there was a vital need to develop and maintain help desk functions for the post. Leadership also needed the ability to have a ‘snapshot’ of the assets (hardware and software) at any given time.

The Solution

tiag developed and implemented technologies to obtain existing software and hardware inventories. These inventories then allowed for the detailed reporting of compliance with IAVA vulnerabilities and enabled management to have a ‘snapshot’ of the assets being controlled by the NEC. These same technologies allowed the help desk to remotely repair users equipment, saving time and money while increasing reliability and productivity. To add further benefit, the remote control capability was also given to various organizations’ tech support personnel to allow them to remotely repair users equipment.

IAVA compliance, a crucial requirement of Department of Defense network infrastructures, was achieved by tiag who built, tested, and deployed software packages that remotely updated various vulnerable pieces of software.

tiag developed and maintained a help desk solution that allowed individual organizations within FT Irwin to track their own trouble tickets without contacting the NEC, and was additionally used by departments within the NEC to track their own tickets.

The Result

tiag achieved full IAVA compliance with no unscheduled downtime. tiag’s solution for use of the help desk tool allowed for cost savings by not needing to purchase separate helpdesk solutions for each organization within FT Irwin. Management now has enhanced control through reports that detail software installed, current patch levels and help desk ticket monitoring. This increased insight has enhanced customer service levels throughout FT Irwin and increased equipment reliability overall. Remote Control capability has saved time and increased satisfaction by improving response time not having to physically visit the equipment.

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...