Competency: Asset Management & Service Desk

Customer Profile:

The US Census Bureau is the leading source of quality data about the nation's people and economy. Every ten years they manage the decennial census to collect data from every household in America. Lockheed Martin was awarded a contract with the Census Bureau to develop an integrated system for the successful data capture of the country’s population and demographic information. Lockheed Martin selected Evolver to provide the Asset Management and Service Desk solution on this mission-critical program.

Customer Challenge/Need:

The 2010 census requires the capture of information from over 140 million questionnaires in a very short production period. Evolver is responsible for deployment, system administration and asset management of the system assets at three data centers across the country and an Operations Command Center. Each data center has a significant number of assets including information technology assets (servers, desktops, peripherals) and consumables. Accurate tracking of assets is vital to protect the data under United States Code Title 13 and for cleansing and disposition of the assets post-production.

Along with tracking the assets at each geographically dispersed location, Evolver’s customer needed to maintain maximum availability of the assets and services provided at each location. A service desk function was needed to receive and manage service requests and incident reports related to the production system, facilities, and associated services. Also, warranty information needed to be tracked to provide cost effective and timely resolution of incidents called into the service desk.

Additional requirements for the asset management and service desk solution included:

• Varying Business Rules by location
• Varying Asset Types (i.e. leased vs. owned)
• Varying Asset Locations
• Varying Asset Lifecycle by Type (i.e. transfers & decommission)
• Procurement (Purchase order fulfillment, inventory management, spare parts)
• Mobile Technology
• Robust Reporting Capability
• ITIL certified Service Desk Solution
• US Code Title 13 compliance

Evolver Solution:

Evolver selected IBM Maximo to satisfy the requirements of both the asset management and service desk functions. Maximo is a robust easily configurable Web-based Enterprise Asset Management and Service Desk tool that provides all the functionality to reliably perform on this mission-critical production system. Evolver implemented the Maximo solution at all four sites and 7,000+ assets were successfully bar-coded and tracked to ensure purchase orders were fulfilled. Evolver’s asset management solution has successfully passed audits of the assets from both Lockheed Martin and the Census Bureau’s quality management teams. Our service desk agents are also performing and handling multiple types of service requests and effectively routing to the appropriate support organizations for timely resolution.

Evolver employees have consistently received accolades from the customer for quickly and efficiently recognizing project challenges and implementing process improvements or technology to alleviate risk. For example, the original solution did not provide problem alerts and ticket updates outside of the secure network. However, Evolver was able to develop an interface and Sharepoint site that provided improved incident communication and reporting outside the secure network but in compliance with all government and system security constraints. The result has been more timely communication across the enterprise and faster escalation and resolution of issues.

Additionally, Evolver needed to receive and track assets at the data centers when no power was available. Evolver recognized this challenge and leveraged Maximo’s mobile technology capability to mitigate the risk. Evolver successfully received, tracked, and reported on data center assets from initial delivery forward which provided efficient and accurate asset records from day one.

This project demonstrates Evolver’s ability to quickly identify challenges; develop and implement technology and business processes to mitigate risk and accomplish all project goals related to asset management and service desk utilizing an enterprise solution.

For more information on our complete offering of Asset Management and Service Desk solutions please call 703.742.4090