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Challenge

As the systems integrator offering a cloud based solution as a service for the Veteran Health Administration (VHA), ASG was tasked to design, create, manage, and deploy a content management (CM), knowledge management (KM), and eLearning (eL) solution that would create, identify, collect, map, manage, secure, and promote sharing of intellectual assets through a solution that would enable the VA to share information, raw data, research, templates, and organizational artifacts among its users, partners, and Veterans. As part of this program the VA also needed a full complement of Help Desk support services.

Solution

ASG in turn provided full Help Desk support. ASG responds to trouble reports or change requests (TR/CR Log) encountered by business users that are reported manually or through an Automated Help Desk Application.

ASG provides operations and maintenance support services that are scalable to support an infrastructure capable of growth. ASG manages the hosted environment following Service Level Objectives (SLOs) that include following and meeting or exceeding certain performance metrics for the project. We provide performance metrics, report outages and/or schedule maintenance timeframes through the VA’s Automated Notification Reports (ANR) web application, corrective maintenance performance metrics, help desk performance metrics, and SLO metrics that cover availability, performance and capacity, backup and recovery, security, project management, and corrective maintenance.

ASG also provides Training Support via on-site instructor-led training (ILT) in a train-the-trainer (TTT) format, where we train the admin and super users on the use of the system.

Services