 ASD
employs best practices for operating network and computer operations and helpdesk
call center services that have been developed over many years of experience across
the spectrum of individualized functional helpdesks to fully integrated enterprise-wide
solutions. These include the use of the ITIL framework of best practices to
facilitate the delivery of high quality IT services, particularly applicable
in the area of helpdesk service delivery. Our well-trained, technically-certified
staff supported by strong configuration management and state-of-the-art cost/labor
saving tools have been the key to our success.
ASD’s approach for transitioning to a fully integrated IT Enterprise environment
is to partner with our customers to understand their IT goals and objectives,
unique culture, and desire to leverage their existing IT infrastructure.
We then work with our customer to develop a plan for establishing a uniform end-user
and integrated IT infrastructure environment that is totally secure, low cost,
and highly reliable. Our integrated IT enterprise operations support processes
have reduced our customers’ costs by 20 percent and have earned ASD exception
performance fee ratings for our performance-based contracts.
Functional Expertise:
- Well-engineered, customer focused metrics
- Integrated task order Program Management Information System (PMIS)
- Integrated operations center concept
- Highly skilled, technically certified personnel
- Strong configuration management
- Automated IT infrastructure surveillance tools
- Effective problem resolution methodology
- Subject Matter Experts (SME) across all IT disciplines
- Microsoft Certified Partner
Technical Expertise:
- Performance-based enterprise Service Level Agreements (SLA)
- IT portfolio management
- Configuration management
- Business Process Reengineering (BPR)
- Integrated network operations, computer operations, user support, & IT
security 24/7/365
- Desk-side user training & support
- Enterprise Resource Planning (ERP) operations & legacy systems maintenance
- Technology refreshment geared to performance/cost of ownership goals
- Integrated IT asset management
- Continuity of Operations Plan (COOP) maintenance & execution
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