IT Service Management
Northern Regional Medical Command (NRMC)/Walter Reed Army Medical Center (WRAMC) Directorate of Information Management (DOIM)
The Northern Region is the largest region in the MEDCOM. Headquartered at Walter Reed Army Medical Center in Washington, DC, the North Atlantic Region and Walter Reed DOIM requires support and assistance managing over 15,000 desktops and 300 servers, 3000 VoIP phones, 60 local VTC units/rooms, 200 switches, one integrated robotic surgery unit, and additional VTC units/rooms spread throughout the 22-state Northern Region.
To centralize the extensive network infrastructure, pulling together many of the software solutions it supports, in an effort to ease oversight demands and to improve overall security and performance.
To provide project management support for over 60 complex initiatives ensuring successful initiation, scope development, tracking and reporting of progress, IT-clinical integration, and completion of all objectives within budget and scheduled timescales.
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, including: architectural design, installation, scheduling, and coordinating the support for multi-point and point-to-point conferences. tiag’s uniquely qualified engineers were able to successfully leverage and integrate these distinct products into a best-of-breed solution for the entirety of the customer’s needs.
tiag championed facility-wide use of Voice over Internet Protocol (VoIP) and provides ongoing services – including deployment, training, and maintenance – for the Sphericall VoIP system, allowing WRAMC to successfully – and seamlessly – transition to a converged network while improving quality of service and decreasing total telecommunications cost for WRAMC.
tiag created a single point of management and automated problem resolution, which monitors server availability and health, environmental thresholds and intrusion detection. This enabled NRMC/WRAMC to improve its overall security posture and respond to need threats quickly through centralized packaging and remediation.
The NRMC/WRAMC DOIM has seen service levels and customer satisfaction increase as part of the tiag implemented and sustained Enterprise Service Desk and Unified Communications solutions.
The overall infrastructure security posture of NRMC/WRAMC has significantly increased while costs have declined as a result of tiag’s comprehensive solution. tiag continues to provide support and assistance in the areas of customer support, infrastructure management and monitoring, vulnerability remediation, project management, unified communications, and information assurance for the NRMC/WRAMC.
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