iGov

iGov’s Service Management and Delivery is based on the widely accepted Information Technology Infrastructure Library (ITIL) service management best practices and framework. Our processes and procedures within this discipline address the support, maintenance and operation of our delivered products or systems, in conjunction with this best practices approach. Together, our iGov ILS team merges these areas of expertise to create a comprehensive ILS Plan for each customer, addressing their Service Management and Delivery needs in one comprehensive document.

Each iGov ILS plan reflects a key organizational concept – managing all ILS functions around a central, extended service desk. This approach allows us to comprehensively address all issues associated with sparing, provisioning, warranty administration, technical support, inventory management, unique identification devices, and software licensing in an organized and efficient manner.

Here are some traditional plan components.

• Provide life cycle sustainment for legacy and new systems and components, technical and sustainment support, training program development and implementation for new equipment training and sustainment training.
  
• Provide two-level maintenance concept (Organizational and Depot) with on-call technical assistance to support system deployments, help resolve operational problems, provide technical reports and analyses, and replace and repair damaged components. Ship available spares to customer users to resolve identified problems within 24 hours.
  
• Provide 24/7 helpdesk to offer technical assistance to customer users via telephone, email, and/or iGov interface during normal business hours, and on-call after duty hours (Eastern Standard Time).
  
• Establish and maintain a Standard Operating Procedure (SOP) that describes the process of sparing, the application of warranties, a replacement parts concept, and the identification of technology modifications by equipment part that addresses technology obsolescence and operational effectiveness.
  
• Conduct trend analysis and configuration control (including incorporating training documentation publishing updates); produce operations and maintenance manuals, material fielding plans, and other user-related documentation as necessary for currency and accuracy. Track on-line trouble ticket/problem resolution/requisitioning information.