NETCOM 9th SC(A) C-TNOSC
STG Delivers Continuous Process Improvement
In July 2007, the NETCOM IT Services contract was awarded to STG to operate and manage the CONUS Technical Network Operations and Security Center (C-TNOSC) in accordance with ITIL best practices. This represented a considerable challenge, as no Army activities had ever implemented an ITIL framework into their daily processes and procedures. STG’s ITIL credentials and expertise and the strong commitment to ITIL by the C-TNOSC leadership were critical factors to a successful ITIL transition.
STG adopted an incremental process approach to ITIL implementation. The C-TNOSC Help Desk transitioned into a service desk and began implementing incident management. As more ITIL processes were implemented, existing processes entered a continuous process-improvement cycle. The benefits were seen almost immediately in the form of effectiveness and efficiencies in resource requirements. The endeavor was so successful that C-TNOSC presented STG's ITIL success story at the 2009 LandWarNet Conference. Since that time, STG has been contacted by multiple Army activities and STG's ITIL documentation was shared with the CIO/G6. C-TNOSC’s Director continues to push C-TNOSC processes and procedures as the Army’s ITIL implementation model.
NETCOM 9th SC(A) C-TNOSC
Service Level Agreement Development
The C-TNOSC transition to an ITIL-based business model has resulted in numerous Service Level Agreements (SLA) with a wide assortment of customers. These include Army program managers and Army Functional CIOs. Working with the C-TNOSC Service Level Manager, STG has provided technical assistance in the writing and execution of these SLAs, resulting in high customer satisfaction. Our SLA customers include the following:
- Army Medical Command (MEDCOM) and Army Engineering Research and Development Centers (ERDC). MEDCOM and ERDC use C-TNOSC-managed top level architecture connectivity to the Army’s LandWarNet CONUS portion of the Defense Information System Network (DISN).
- Active Directory services for the Army Surface Deployment and Distribution Command (SDDC).
- Network intrusion protection for the PM General Fund Enterprise Business System (GFEBS) and the PM Force XXI Battle Command Brigade and Below (FBCB2)/Blue Force Tracing (BFT).
STG’s continued technical assistance and high quality of performance is reflected in quarterly customer surveys and continued requests for C-TNOSC services contained in these SLAs. STG applies SLM best business practices adapted from the commercial sector through a series of well-defined ITIL processes to ensure that all SLA commitments are satisfied.
NETCOM 9th SC (A) ACofS G-6
Integrating Technology for a Successful Teleconference Broadcast
STG’s G-6 Team coordinated, tested and organized a live video teleconference presentation of the Keynote Speech for the AFCEA Awards Ceremony with the office of the Vice Chief of Staff of the Army. The STG/G-6 Team was recognized by LTG Dubia (Retired) and LTG Sorenson. In addition, the team prepared a NIPR kiosk (wired and wireless) for Army CIO/G6 and NETCOM personnel, wireless printing capability, copier functionality and BlackBerry/cell phone charger stations. The kiosk ran a control center for Defense Connect Online (DCO) to ensure that broadcasting was successful. The team also ran the G3 Operations center infrastructure by establishing NIPR network communications, secure fax, color printing and secure voice communications.This innovative solution provided interactive chat and allowed live presentations to be streamed, archived and made available via the DCO website to LandWarNet. Working with multiple organizations, including Adobe, the STG/G-6 Team analyzed, researched and configured 56 track sessions over the course of three days. This provided more than 100 hours of multimedia content for subsequent sessions conducted at the Fort Lauderdale Convention Center. The STG/G-6 Team also set up social networking technology that enhanced collaboration of the LandWarNet 2009 Conference and information sharing during live broadcasts. The team’s success was well organized, managed and crossed boundaries using innovative techniques. By supporting the Army CIO/G6 and NETCOM 9th SC(A) during LandWarNet 2009, the team was recognized for their winning integration of technology by the Army CIO/G6 and AFCEA.