Managed Services Case Study

The Challenge

A State government agency was charged with rapidly executing the Governor’s vision of a state-wide, web-enabled, paperless social services system. The state was faced with a set of aging and inefficient systems. As a result, it was determined that this solution would require the modernization of the systems that supported critical social services. The new solution would also need to support large volumes of data, be available on a 24x7x365 basis, and be flexible enough to rapidly support modifications driven primarily by legislative change.

The Haverstick Approach

Haverstick was a selected partner to implement the data center and infrastructure portion of the modernization effort and charged with building out state-of-the-art primary and secondary data centers. In addition, Haverstick was charged with building out 100 remote sites which would depend on the data centers for data connectivity and access to applications.

In order to successfully meet the requirements of the state, Haverstick established an ITIL based IT support model to include:

• Incident Management
• Internal Security Intelligence
• Network Intrusion Prevention
• Host Intrusion Prevention
• Anti-virus Management
• Security Compliance and Regulatory Procedural Security
• Security Management
• Compliance Support
• Hardware Maintenance & Break Fix
• Integrated Infrastructure Services
• Firewall Services
• Server Management
• Server Operations
• Hardware Facilities Planning
• Configuration Management
• Performance Management
• Service Desk
• Change Management
• Problem Management
• Service Level Management

The Results

The result of Haverstick’s approach to this engagement includes:

• Meeting or exceeding application availability Service Level Agreement of 99.5%
• Work closely with the application group during major and minor release deployment
• Work hand-in-hand with the application services team to troubleshoot application concerns and issues
• Ensure all mission critical software (Curam, Webshpere, Captiva, WorkPlace forms, Microsoft OS, AIX OS) are on the latest supported software releases
• Work with State partners to develop infrastructure configurations to support application services staff and support over 3,000 end users
• Provide a flexible and dynamic environment using virtualization and network management to allow for quick changes
• Utilize ITIL methodology to recommend and implement a service desk and co-design processed to manage incidents, problems, and change management
• Utilize ITIL methodologies to capture repeatable operational processes to minimize time to build new infrastructure and minimize infrastructure outages
• Provide KPI’s (Key Performance Indicators) and KPM’s (Key Performance Metrics) that show statistical data to support the modernized solution
• Develop a “SWAT team” that included the PMO, Application Services, and Infrastructure teams during the initial IEMP roll out to quickly resolve user issues
• Develop a highly skilled technical team to design, recommend, and implement a state-of-the-art data center solution and remote connectivity solution
• Provide leadership on Infrastructure operational support and change management
• Recommend, design, and implement a robust infrastructure monitoring system that triggers critical alerts and receives responses

What We Do