AT ETM, we offer comprehensive Enterprise Services and solutions that accomplish business objectives through the use of technology. ETM utilizes an Enterprise Information Systems Management (EISM) methodology for providing Enterprise Networking products and services. Our EISM infuses what was once considered separate IT functional areas, Infrastructure Management and Client Support. In applying an EISM, ETM bridges the gap between managing the infrastructure and understanding why the infrastructure needs to be maintained – to provide the solutions and innovations the customer needs to complete its mission. We specialize in IT planning, design, implementation and support services for both local and wide-area infrastructures including:
- Project Management
- Asset Management
- Configuration Management (CM)
- SLA Management
- Requirements Management
- Customer Relations Management (CRM)
- Problem Management
- Financial Management
- Help Desk Management, Implementation & Support
ETM applies project management tools and hands on experience to monitor cost, schedule, and performance of production, developmental, and technology projects. We customize our monitoring process to integrate with the project office and prime contractors management system requirements to ensure compliance and achievement of critical milestones.
ETM provides effective leadership skills coupled with a customer-oriented management style in the execution of:
- Project Planning, Organization, Implementation
- Project Control Processes and Procedures
- Business Process Re-engineering (BPR)
- Acquisition Planning and Management
- Budget and Financial Management
- Earned Value Management Systems and Processes
- Cost and Economic Analysis
- Risk Analysis / Management
- Program Planning, Scheduling and Control
- Manufacturing Science & Technology
- Project Control Processes and Procedures
---------------------------------------
Asset Management employs a full-life cycle approach to asset planning, acquisition, and management, allowing us to maintain a complete history on every asset from requisition through disposal. ETM maintains records of all events associated with a specific asset, providing clients with the ability to make or support enterprise-wide decisions that positively influence customer services (e.g., proactively implementing an early equipment refresh to correct unsatisfactory outages or downtime). We use automated tools as valuable sources for enterprise development and prudent financial planning that support cost efficiencies. Asset management is central to supporting technology refresh cycles; defining maintenance and support levels by site and by customer and group; assessing the total cost of ownership (TCO), cost allocation, and accounting; making buy/lease decisions; and identifying re-market value. This information provides the basis for planning and assessment by ETM and its managed services customers and provides a means for continuous evaluation of the program's successes and opportunities.
---------------------------------------
Configuration Management (CM) is a critical process in base lining and maintaining an end-to-end view of the IT infrastructure. The CM system is designed to avoid system errors caused by unplanned/uncoordinated changes to the system baseline, provide a history of system development efforts and problems that support lessons learned, streamline future system troubleshooting, and enhance control over the project's schedule and cost. Our approach provides a proven process to control and track work while ensuring that nothing is lost or destroyed. ETM begins by collecting a comprehensive, documented snapshot of the IT infrastructure that establishes the system baseline. We then establish a Configuration Control Board (CCB) to validate and authorize changes to the baseline. We track all items that drive changes to the system (such as change requests and problem reports) and all data relevant to changes (such as what was done, who did it, when it was done, and the status) to provide project visibility and process improvement. The key to our success is the Configuration Management Plan (CMP). The CMP describes our processes for performing CM audits, providing CM reports and creating software documentation. It will also provide detailed processes for establishing and controlling the CM library, system baselines, and using and responding to problem reports and requests.
---------------------------------------
SLA Management consists of a four-phase approach: examine, measure, correct, and continually guide the SLA metrics to ensure that they meet or exceed performance work standards. ETM employs automated tools to create and maintain a database of SLA requirements. By implementing the SLAs in a collaborative fashion with the customer, ETM can institutionalize an organizational, problem-solving structure that fosters a pervasive atmosphere of continuous improvement. The entire process is repeated in a continuous iterative cycle that may generate new service requirements and changes to existing requirements, while maintaining the ultimate goal of customer satisfaction.
---------------------------------------
Requirements Management plays a key role in building a common understanding between ETM and an organization's user community. ETM uses an integrated, centralized help desk process to capture, administer, and manage all levels of service requests. Through extensive use of the help desk's categorization capability, ETM categorizes all requirements or service requests by level of effort (i.e., basis service request, task, or project) as associated with a predefined SLA service request that is actively monitored through completion. Our Requirement Management process provides a complete picture of work in progress, backlog planning and staffing, and assessments of impacts due to emerging requirements.
---------------------------------------
Customer Relations Management (CRM)
Customer Relations Management (CRM) enhances our ability to know and understand an organization's needs and expectations. ETM's use of an EMS suite of tools allows us to maintain a history of the customer's experiences and relate them back to specific problems or needs. For example, as ETM captures service requests, we categorize them by service type and use this to analyze trends that may indicate specific training needs or process changes.
---------------------------------------
Problem Management documents severity levels and defines escalation procedures. Severity levels define business risk and the potential impact of the problem. Our data center management team prioritizes problems, monitors problem status, and assesses the potential frequency of recurrences. Escalation procedures must be in place for all open problems based upon severity level, time of day/week, and chain of command and is based upon business rules. Agreements are developed between the support tiers for tracking, notification, and hand-off assists as a prerequisite to a successful problem management process. Critical problems that remain unsolved require management notification and reallocation of personnel or other resources. Open problems are analyzed so patterns are uncovered over time and corrective actions/changes can be implemented. A standard practice is to identify the type, frequency, number, and patterns of problems, so the help desk can set realistic service objectives and document service-level successes.
---------------------------------------
Financial Management is a core practice supported by ETM's web-based electronic task order management system that provides monthly financial reports showing period, cumulative and projected expenses, and hours for all contract activities and services. ETM can ensure that any customer's financial concern is detected and corrected well in advance.
---------------------------------------
Help Desk Management, Implementation & Support
In an environment of rapidly evolving organizational IT requirements, software configuration challenges, and information security concerns, the Customer Support Helpdesk has become a key factor for enabling organizations to get the most out of their IT investments. ETM's Help Desk Solutions (Help Desk) are adaptable to your IT Infrastructure and will improve the quality of end user support and will scale with your organization's needs.
ETM provides a full range of Helpdesk and Customer Support services, including:
- 24/7 technical assistance for resolving user questions, problems, and requests for information
- On-site Field Service Teams to perform problem analysis and resolution, provide troubleshooting, and facilitate implementation
- Asset management and tracking, to include unpacking, assembling, testing, installing, decommissioning, and inventory control
- Assisting users in actions such as configuring, patching, debugging, upgrading, and initializing all authorized hardware and software resources
- Managing all aspects of automated data processing equipment (ADPE) materials handling, warranty tracking, repairs, and stock control management
- Manning call management systems, and tracking customer service tickets through resolution
- Providing training and facilitating the rollout of new applications and IT solutions
- Operating customer feedback assessment programs, analyzing customer satisfaction, and identifying methods of improvement
- Helpdesk performance analysis using COTs helpdesk software solutions such as Remedy, Intuit, Cyberserve, and other customized solutions
