IT Service 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.

Proudly Serving Those Who Serve

tiag takes pride in its people, achievements, innovative processes, and continuous record of successes in directly leading mission critical program initiatives in support of those who serve us in the military and civilian sectors of our government.

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