Service Management

Service Management and Help Desk

  • ITSM Services
  • Help Desk Services
  • Full Stack Service Management Operations
    • Infrastructure as a Service (IaaS)
      • EIMPlus provides support for IaaS platform design, deployment, management across areas such as networks, servers, operating systems and storage solutions.
      • Extensive experience with establishment of ‘authority to operate’ (ATO) certifications and annual reviews, along with deployment of DoD compliant continuous monitoring of environment configurations on a daily basis.
    • Platform as a Service (PaaS)
      • Built upon standardized IaaS stacks, EIMPlus supports PaaS provisioning of reusable REST API / WEB Services components utilizing Government and Industry standards to the extent possible, within hypervisor and containerized environments
      • Expertise includes enterprise applications such as SAP, purpose built-applications such as PeopleSoft HR and BI / ML applications based on Hadoop and AWS.
      • Expertise includes deployment of configuration as well as container and application health monitoring, reporting and visualizations.
      • We have in depth knowledge of common monitoring tools such as DoD ACAS, Remedy / ServiceNow, Dynatrace and Splunk which provide a comprehensive view of PaaS health used to support rapid issue resolutions.
    • Software as a Service (SaaS)
      • Built upon combined PaaS components, utilizing an Agile approach, EIMPlus supports Ops application stack deployments from basic capability sets to mega-stacks such as SAP.
      • This includes leveraging of application components offered by Cloud providers such as Azure, AWS and Google.
      • A common example of leveraging pre-built application component is ‘computer vision’ capabilities such as inbound information capture, video and audio analytics and transcription, natural language processing (NLP) for text and BI queries.
    • Platform Evolution
      • EIMPlus looks across all three of the above full stack layers as a interdependent single stack where one step forward for any layer positively impacts all layers.
      • An example of this would be addition of high performance IaaS compute components such as Graphics Processing Units (GPU’s) and Data Processing Units (DPU’s) which offer tremendous performance benefits to BI / ML execution at the PaaS and SaaS levels.
      • With HPC enhanced ML execution the ability to employ highly functional Robotic Process Automation (RPA) solutions which revolutionize IT Ops from high touch to no/little touch support
      • At all design points, EIMPlus looks to leverage Gov and Industry standards which help lower design, deployment and sustainability costs across the full IaaS, PaaS and SaaS stack.  We also provide support for Cloud cost management based on FinOps Foundation guidelines.
      • A critical deliverable for EIMPlus has been in application rationalization and move to Cloud, with best fit consolidations of capabilities and underlying data models and database solutions.  Based on our depth of experience, we support efficient migrations to move forward platforms and solution capabilities.

    Help Desk Operations

    • Our staff considers prompt issue resolution as their primary mission, but also always look to further enhancement of tools such as RPA enhancements to improve time to resolution
    • Highly qualified EIMPlus staff provide tiered support SaaS applications, whether GOTS or COTS based, our team is especially effective at resolving complex cross-application issues