Providing a sound infrastructure to support your Federal agency’s business requirements is a key part of your responsibility as an IT manager. Your mainframes, servers, network devices, desktops and BlackBerries must be reliable, available and maintained up-to-date. And, with increasing budget constraints, IT support must be low-cost and highly effective. CIBER’s Federal Government IT Operations and Maintenance support can help you provide a dependable infrastructure to support your agency’s mission and business objectives, while remaining compliant with Federal and agency IT standards.
The CIBER Approach
CIBER offers full life-cycle support for all hardware and software assets, from the mainframe down to PDAs. Using ISO 9001-2000 best practices and ITIL processes, CIBER delivers service that adheres to the most demanding performance requirements and service level agreements. Our successful customization of processes and procedures to each customer’s unique demands consistently results in 100 percent attainment of all performance objectives.
IT Maintenance
CIBER’s Federal Government IT Operations and Maintenance service keeps client infrastructures up and running, minimizing downtime in even the most complex environments. This CIBER core competency is backed by CIBER’s world-class technical expertise and decades of experience supporting public and private enterprises. We provide single-point-of-contact, multi-vendor support, addressing break-fix or IMAC requirements through SLA-based contractual arrangements. CIBER provides cross-platform problem resolution, leading or participating in Emergency Response Teams to achieve quick service restoration for mainframes, servers, switches, routers, servers, desktops, BlackBerry devices and any other infrastructure components that support your mission. Our maintenance approach is proactive and preventive, eliminating failures before they occur. And if one occurs, we respond with speed, agility, and the right part in hand to perform the repair with minimal downtime for end users.
Software Support
CIBER’s software support is built on proven ITIL-based release and configuration management processes that address the planning, packaging, testing, staging and deployment of patches, applications, and operating systems for mainframes, desktops, servers and network devices. It includes remedial software support, troubleshooting problems as they occur and proactive approaches to keeping software at current levels to maximize performance. We perform upgrades, IMACs, migration services and technology refresh, with an eye to maximizing the use of automation for software distribution, reducing costs and timelines for even the most complex software changes. We coordinate with your Certification and Accreditation (C&A) team to ensure that all changes preserve the integrity and security of your IT infrastructure.
IT Operations
CIBER’s approach to IT operations addresses mainframes, networks, systems, applications, security, and storage. We combine decades of experience with a strong process orientation to deliver consistent excellence and constant improvement. Our fully integrated, 24/7/365 services cover everything from basic monitoring to ad-vanced root-cause analysis. We identify problems fast, so we can solve them fast, increasing your organization’s productivity.
CIBER provides technical expertise to plan, stage, execute and test scheduled hardware and software upgrades and refreshes. Preventive maintenance, storage management, capacity and performance monitoring are strategies we use to provide continued infrastructure availability and reliability. Our operators perform batch scheduling and monitoring to ensure your jobs run on time and without interruption. We monitor environmental conditions under stringent facilities management guidelines.
Remote Monitoring and Support
In addition to providing the on-site and on-call support necessary to keeping your infrastructure running smoothly, CIBER provides capabilities for remote monitoring and support. Using a robust set of auto-mated tools, CIBER monitors mainframe, network, and server performance against established thresholds, recognizing and resolving system anomalies before they become system outages. This proactive approach relies on cost-effective remote resources to correct most issues and uses dispatched resources only when a human touch is needed to perform the repair.
Security
CIBER delivers this support with an eye toward maintaining and strengthening the security of the infrastructure and the data and systems that reside within it. We support our customers through strategic approaches to policy management, threat management, and risk management. On a day-to-day operational level we implement and adhere to stringent provisions for incident and compliance management and provide access controls and resource management to ensure the protections are in place to thwart internal and external threats to our customers’ environments. We adhere to FISMA and NIST policies, standards and guidance, and coordinate with your security teams in response to IAVA notices and all security incidents.
Service Desk
Rounding out CIBER’s Federal Government IT Operations and Maintenance service offering is a service desk strategy that provides single-point-of-contact access for reporting and resolving IT problems. CIBER’s service desk focuses on moving problems to the appropriate point of resolution within the shortest time frame. This means remote services can be leveraged to troubleshoot and resolve many issues. Using effective ITIL-based processes for incident management, our Service Desk employs tools and knowledge bases to increase first call resolution rates and reduce the time to dispatch support to the field.
Proven Capabilities to Deliver
CIBER continues its ascendency across the Gartner Magic Quadrant for Desktop Services, rising in its Challenger rating by leveraging its ability to satisfy its Government customers’ demands for reliability, availability and responsiveness. Ranked # 1 Mid-Tier Federal Outsourcer in The Black Book of Outsourcing, CIBER employs outsourcing service delivery stratagems in designing and delivering Federal IT Operations and Maintenance Support, customized to the contracting arrangements of each individual customer. This resulted in effective, cost-efficient service focused on meeting your performance goals.
CIO Support (269KB)
CIBER awarded contract with a $17.5 billion cap to provide management and oversight of all delivery and task orders under the U.S. Army Program Executive Office for Simulation, Training and Instrumentation’s Omnibus Contract II (STOC II).
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