End-User Services

Call Center/Help Desk Support Services

• Centralized, Single-Point-of-Contact support model (Service Desk)
• End-to-end problem management
• Defined escalation paths
• Multi-tiered support model (Tiers 1, 2, & 3)
• Remote workstation control (SMS 2003, ZENworks, LANDesk)
• Industry-recognized tools (BMC Remedy, Support Magic, Heat)

Desktop Administration, Management & Support Services

• Break/fix hardware/software support
• Remote desktop administration (e.g., version, viral, secure access)
• Preventative maintenance
• Asset tracking & management (licenses, warranties)
• Desktop migration/refresh
• Campus/Headquarters environments
• Regional and nationwide field office environments (remote users/sites)
• Dedicated, dispatched, and/or hybrid model (dedicated and dispatched)

IT Infrastructure Services

Ongoing Operations and Support Services

• Network monitoring, management and administration
  –  Network (WAN/LAN/Wireless)
• Protocols: TCP/IP, IPX, VinesIP, NetBios, NetBeui, WiFi
• Hardware: Cisco, 3Com, Newbridge, FORE, Northern Telecom, Ascend
• Server
  –  Windows (NT, 2000, XP), HP-UX, Solaris, AIX,
  –  IRIX, Netware, Banyan Vines
  –  Secutrity
  –  Firewalls, Secure Access, Public/Private Key Encryption Systems
• Database
  –  Oracle, SQL Server, Informix, Others

Project / Task-based Support Services

• Design, Development and Integration
  –  Networks (WAN/LAN/Wireless)
  –  Systems
  –  Application
  –  Database
• IT consolidation / migration / modernization and implementation of e-mail, desktop, and server environments
• IT policy development and implementation
• Security policy and analysis support

Applications

Software Services

• Complete software engineering services to include analyses, detailed design, programming, software security, business intelligence, and automated testing
• Broad array of development and sustainment technologies – Web Services/SOA, Java/J2EE, XML, .NET, ColdFusion, JSP, HTML, GIS, SAS, ASP, and Oracle Forms/Reports
• Full Lifecycle Development to include Use Case Analysis/Diagrams, Joint Application Development (JAD) sessions, Rapid Application Development (RAD), and User Interface
• Open standards and proprietary format – complete software lifecycle maintenance
• Training, user documentation, and technical support for all applications

Data Management Services

• Requirements analysis
• Database modeling and design
• Data capture, extraction, cleansing, conversion, and loading
• Migration of legacy databases
• Applications design and development including Web-enabling for thin-client use
• Training and technical support
• Data assurance
• Data encryption and security

Geospatial Services

• Requirements analysis
• Data migration and conversion
• Applications development and advanced geospatial analysis
• Geospatial Web development and data integration
• Integration/interoperability with various databases
• Service oriented architecture
• Mapping support (desktop, network- and Web-based map generation)
• Training and technical support
• Systems maintenance and enhancement
• Remote sensing/image analysis

Management Solutions and Services

IT Management Services

• Control and Oversight
• Risk Management and Mitigation
• Regulatory Development
• Planning and Resource Allocation
• IT Security
• System and Network Controls