Enterprise IT and Network Services Customer Needs

Proven Industry Performance

Customer Needs

We fulfill customer needs in two general areas

Help/Service Desk

The CACI Enterprise IT and Network Services approach is grounded in ITIL/ISO 20000 with detailed supporting ISO 9000 compliant processes and key enabling toolsets
Key implementing technologies focus on right-sizing the effort to strike a balance between customer self-service support tools
- technology savvy, customer friendly service personnel
- a supporting detailed knowledge base
- highly skilled senior Tier-3 personnel

Network Services

CACI has been providing network services within a performance-based, full service, predictable cost model for over 20 years
We have a proven, certified, best practices service that has been successfully delivered to major government agencies including the FAA and U.S. Coast Guard
The network services model has allowed government clients to focus on meeting their mission objectives without worrying about the technical details of network architecture, engineering, provisioning or operations

Network Operations

Network Operations is a key element of network services
It includes responsibilities for incorporation of additions/changes to a customer network, monitoring of the health of the network and coordinating the troubleshooting/restoration of service
CACI has more than 20 years of experience in covering all aspects of network operations
Our network management toolset is designed to reduce response time to critical outages and to minimize the staff effort associated with routine administrative requests
We do this by automatically routing problems and requests to the appropriate functional group for prompt resolution and fulfillment
Appropriate use of cost effective technology allows us to right-size our support staff to meet the high performance demands of our clients as expressed in service level agreements

Network Operations Security Center/Security Operation Center (NOSC/SOC)

CACI pursues a holistic approach to addressing systemic vulnerabilities on the entire services infrastructure
We provide people, process and tools that can correlate, investigate and resolve issues across the entire range of infrastructure and applications
Our NOSC/SOC services build on a strong CACI heritage in the related disciplines of information assurance and cyber warfare

Desktop and Field Services

CACI is a pioneer in virtualization and thin client approaches
Our approach makes maximal use of software deployment and remote desktop monitoring tools to reduce labor
We focus on right-sizing the support force required by the appropriate use of standardized configurations and cross trained personnel to meet client service needs expressed in service level agreements.

Server Management

CACI is expert in the transition to a virtual environment and addressing green concerns and reduced physical footprint
We work to reduce the staffing creep caused by the proliferation of single purpose servers that require a stove pipe administration and support train
The CACI approach mitigates this problem by
- Introducing combination of common ISO 20000 and Microsoft Operating Framework (MOF)-based processes that cover the range of services managed
- Deploying a highly skilled cross trained team that avoids reliance on highly specialized, single subject certified individuals
- Using a set of COTS system/network monitoring tools to provide a common operating picture of the entire server environment

Modeling and Simulation

CACI employs a variety of modeling and simulation tools to conduct systems engineering studies that have organizational/technical impact based on empirically driven traffic/process measurement data
We build on an ISO certified process to plan and execute these projects, install/implement sustaining engineering capabilities within the program and transfer knowledge and skills to others

Process Transformation and Certification

CACI's approach is based on ISO 20000 and ITIL framework for IT service management processes
We focus on identifying process area gaps and developing mechanism to improve existing processes to meet the best practices standards
We recommend a mixture of incremental improvements in the people, processes, tools and documentation
CACI fully performs, supports and manages the transformation from "As-Is" to "To-Be"
We achieve a certifiable level of performance which can be verified through a formal audit process and improved through a continuous improvement effort

Transition Planning

CACI focuses on achieving low risk transitions from "As-Is" to "To-Be"
Our efforts cover entire range of business and technical processes impacted by the change
We use an innovative mix of proven transition strategies including, as appropriate
- Job and site books to document key process areas
- Targeted on-the-job training
- Documented fallback strategies
- Rolling wave conversion to mitigate "big bang" risk
- Structured first build walk through to assure acceptance

Disaster Recovery Planning

CACI's approach is based on the ISO 20000 Service Continuity and Availability Process Area Guidance
We focus on developing a realistic, implementable and technically sound plan to restore service in the event of a catastrophic outage based on the business needs and technical environment
We build a mechanism for continuous review and modification in the event of business process or technical changes

IT Modernization Plans