CORE COMPETENCIES
Enterprise Services
AT ETM, we offer comprehensive Enterprise Services and solutions that accomplish business objectives through the use of technology. ETM utilizes an Enterprise Information Systems Management (EISM) methodology for providing Enterprise Networking products and services. Our EISM infuses what was once considered separate IT functional areas, Infrastructure Management and Client Support. In applying an EISM, ETM bridges the gap between managing the infrastructure and understanding why the infrastructure needs to be maintained – to provide the solutions and innovations the customer needs to complete its mission. We specialize in IT planning, design, implementation and support services for both local and wide-area infrastructures including: Project Management, Asset Management, Configuration Management (CM), SLA Management, Requirements Management, Customer Relations Management (CRM), Problem Management, Financial Management and Help Desk Management, Implementation & Support.
Application Development
When your business requires a customized software application, ETM will provide quality application design, development, test and “roll-out” services – through to production. Using our Enterprise Applications Systems Methodology (EASM), we work closely with our customers to define their business requirements and then model a plan to design, develop, test and implement the application. EASM provides a structured approach to application development by integrating the Software Engineering Institute's (SEI) standards for system development, the System Development Life Cycle (SDLC) and the client's application development methodology. We have expertise and experience with a variety of development tools which allow us to choose the best tools for the project. When your legacy applications need updating, ETM will provide code review, troubleshooting and application redesign services which further your business objectives.
ETM's expertise in developing web enabled software allows us to create new solutions and re-engineer legacy applications. Coupled with our strengths in database design, architecture and development, we offer a powerful set of skills to apply to any solution.
Our staff is specialized in multiple web development languages and technologies such as: C++, Visual Basic, Java, COM, DCOM, CGI, ColdFusion, XML, XSL, XSLT, ASP, JSP, J2EE, JavaScript, VBScript, PHP, CSS, HTML, XHTML.
We are using tools like Erwin/BPwin, Oracle Designer, and Power Designer for database modeling, reverse engineering, data normalization and transformation. Our development and management efforts support all major RDBMS (Oracle, and MS SQL Server). More >>
Information Assurance
The goal of ETM's Information Assurance Programs (IAPs) is to ensure a cohesive alignment between the IT infrastructure, technical components, security programs and the customer's business goals. Through the construction of an IAP, ETM designs a specific solution for each customer. The IAP is the umbrella under which ETM employs its Enterprise Security Management (ESM) methodology. ESM examines each implemented security control (hardware, software, polices and procedures) and/or combination of controls in terms of the security function each is intended to implement and/or assure. All security controls are then collectively measured for interoperability, gap-analysis and to provide an overall picture of the organization's security readiness. Our Information Assurance Services includes the following: Systems Management, Security Technology Assessments, Public Key Infrastructure, Security Monitoring and Reporting, Security Control Center Management, Security Incidence Response, Intrusion Detection and Federal Information Security Management Act compliance. More >>
Consulting Services
Our Consulting Services provides a unique service to ETM's clients by furnishing highly skilled and competent personnel who are dedicated to providing technical guidance and assistance corporately and to ETM's clients. Customers utilize ETM's Consulting services to augment the skills of existing staff or for complex IT initiatives that require advanced multi disciplined expertise. ETM's Consulting Services staff correct critical problems and/or provide enterprise-wide guidance, and then return to company offices to be placed in the service of another client. In this fashion, advanced skills and expertise are available to clients who might otherwise be unable to retain this level of knowledge or do not require it full-time. Our Consulting Services include but are not limited to: Human Capital Strategies, Enterprise Resource Planning, IV&V, Infrastructure Documentation, Enterprise Architecture and IT Portfolio Assessments.
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ETM applies project management tools and hands on experience to monitor cost, schedule, and performance of production, developmental, and technology projects. We customize our monitoring process to integrate with the project office and prime contractors management system requirements to ensure compliance and achievement of critical milestones.
ETM provides effective leadership skills coupled with a customer-oriented management style in the execution of:
- Project Planning, Organization, Implementation
- Project Control Processes and Procedures
- Business Process Re-engineering (BPR)
- Acquisition Planning and Management
- Budget and Financial Management
- Earned Value Management Systems and Processes
- Cost and Economic Analysis
- Risk Analysis / Management
- Program Planning, Scheduling and Control
- Manufacturing Science & Technology
- Project Control Processes and Procedures
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Asset Management employs a full-life cycle approach to asset planning, acquisition, and management, allowing us to maintain a complete history on every asset from requisition through disposal. ETM maintains records of all events associated with a specific asset, providing clients with the ability to make or support enterprise-wide decisions that positively influence customer services (e.g., proactively implementing an early equipment refresh to correct unsatisfactory outages or downtime). We use automated tools as valuable sources for enterprise development and prudent financial planning that support cost efficiencies. Asset management is central to supporting technology refresh cycles; defining maintenance and support levels by site and by customer and group; assessing the total cost of ownership (TCO), cost allocation, and accounting; making buy/lease decisions; and identifying re-market value. This information provides the basis for planning and assessment by ETM and its managed services customers and provides a means for continuous evaluation of the program's successes and opportunities.
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Configuration Management (CM) is a critical process in base lining and maintaining an end-to-end view of the IT infrastructure. The CM system is designed to avoid system errors caused by unplanned/uncoordinated changes to the system baseline, provide a history of system development efforts and problems that support lessons learned, streamline future system troubleshooting, and enhance control over the project's schedule and cost. Our approach provides a proven process to control and track work while ensuring that nothing is lost or destroyed. ETM begins by collecting a comprehensive, documented snapshot of the IT infrastructure that establishes the system baseline. We then establish a Configuration Control Board (CCB) to validate and authorize changes to the baseline. We track all items that drive changes to the system (such as change requests and problem reports) and all data relevant to changes (such as what was done, who did it, when it was done, and the status) to provide project visibility and process improvement. The key to our success is the Configuration Management Plan (CMP). The CMP describes our processes for performing CM audits, providing CM reports and creating software documentation. It will also provide detailed processes for establishing and controlling the CM library, system baselines, and using and responding to problem reports and requests.
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SLA Management consists of a four-phase approach: examine, measure, correct, and continually guide the SLA metrics to ensure that they meet or exceed performance work standards. ETM employs automated tools to create and maintain a database of SLA requirements. By implementing the SLAs in a collaborative fashion with the customer, ETM can institutionalize an organizational, problem-solving structure that fosters a pervasive atmosphere of continuous improvement. The entire process is repeated in a continuous iterative cycle that may generate new service requirements and changes to existing requirements, while maintaining the ultimate goal of customer satisfaction.
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Requirements Management plays a key role in building a common understanding between ETM and an organization's user community. ETM uses an integrated, centralized help desk process to capture, administer, and manage all levels of service requests. Through extensive use of the help desk's categorization capability, ETM categorizes all requirements or service requests by level of effort (i.e., basis service request, task, or project) as associated with a predefined SLA service request that is actively monitored through completion. Our Requirement Management process provides a complete picture of work in progress, backlog planning and staffing, and assessments of impacts due to emerging requirements.
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Customer Relations Management (CRM)
Customer Relations Management (CRM) enhances our ability to know and understand an organization's needs and expectations. ETM's use of an EMS suite of tools allows us to maintain a history of the customer's experiences and relate them back to specific problems or needs. For example, as ETM captures service requests, we categorize them by service type and use this to analyze trends that may indicate specific training needs or process changes.
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Problem Management documents severity levels and defines escalation procedures. Severity levels define business risk and the potential impact of the problem. Our data center management team prioritizes problems, monitors problem status, and assesses the potential frequency of recurrences. Escalation procedures must be in place for all open problems based upon severity level, time of day/week, and chain of command and is based upon business rules. Agreements are developed between the support tiers for tracking, notification, and hand-off assists as a prerequisite to a successful problem management process. Critical problems that remain unsolved require management notification and reallocation of personnel or other resources. Open problems are analyzed so patterns are uncovered over time and corrective actions/changes can be implemented. A standard practice is to identify the type, frequency, number, and patterns of problems, so the help desk can set realistic service objectives and document service-level successes.
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Financial Management is a core practice supported by ETM's web-based electronic task order management system that provides monthly financial reports showing period, cumulative and projected expenses, and hours for all contract activities and services. ETM can ensure that any customer's financial concern is detected and corrected well in advance.
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Help Desk Management, Implementation & Support
In an environment of rapidly evolving organizational IT requirements, software configuration challenges, and information security concerns, the Customer Support Helpdesk has become a key factor for enabling organizations to get the most out of their IT investments. ETM's Help Desk Solutions (Help Desk) are adaptable to your IT Infrastructure and will improve the quality of end user support and will scale with your organization's needs.
ETM provides a full range of Helpdesk and Customer Support services, including:
- 24/7 technical assistance for resolving user questions, problems, and requests for information
- On-site Field Service Teams to perform problem analysis and resolution, provide troubleshooting, and facilitate implementation
- Asset management and tracking, to include unpacking, assembling, testing, installing, decommissioning, and inventory control
- Assisting users in actions such as configuring, patching, debugging, upgrading, and initializing all authorized hardware and software resources
- Managing all aspects of automated data processing equipment (ADPE) materials handling, warranty tracking, repairs, and stock control management
- Manning call management systems, and tracking customer service tickets through resolution
- Providing training and facilitating the rollout of new applications and IT solutions
- Operating customer feedback assessment programs, analyzing customer satisfaction, and identifying methods of improvement
- Helpdesk performance analysis using COTs helpdesk software solutions such as Remedy, Intuit, Cyberserve, and other customized solutions
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We develop applications using established SEI-CMM procedures, ensuring configuration control and engineering change processes in accordance with numerous enterprise architecture standards. Our software development processes have been independently certified to meet international quality standards.
With ETM, our customers can expect these interrelated activities:
- Support requirements to develop custom software utilities, to include interface modules, and, when appropriate, coordinate with any other offices necessary to accomplish these tasks
- Develop Web applications using accredited software and Web development tools.
- Keep organizational IT managers apprised of state-of-the-art technologies, including state-of-the-art IT concepts, in terms of potential benefits to the R&D or operational missions
- Develop and maintain web site content (internal or external) in accordance with any customer required regulations
- Perform database administration of database resources
- Develop Windows-based client applications to include connections to Oracle, Microsoft SQL or other database systems employed
- Conduct analyses, develop solutions, plan and coordinate tasks, maximize overall system efficiency, provide for seamless integration or migration, and optimize usability and effectiveness
- Investigate hardware, software, and communications compatibility issues; and analyze development, test, and implementation plans, as well as formulate best practices for carrying out technical and developmental activities
- Research on-going as well as planned technical and development initiatives from within the customer's environment, which impact overall architectural or design methodologies and concepts
- Assist customers in developing business or productivity applications, including: documenting requirements and specifications, identifying solutions, and acquiring, implementing, documenting, training, testing and validating applications
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Information Assurance / Information Security Services
Our Information Assurance/Information Security Services are integral with the critical IT infrastructure support services that we provide, such as the following:
- Network and Information Security
- Engineering and Technical Support
- Firewall Implementation
- Information Assurance/Security Product Development and Support
- Intrusion Detection and Cyberterrorism Attack Preventions
- Secure E-mail Management
- User Security Administration and Awareness Training
- Vulnerability and Threat Assessment
Information Assurance
- Biometric Security for the IT Infrastructure
- Certification and Accreditation
- Computer Security Work Groups
- Enterprise Security Architecture Solutions
- FISMA Assessments and Compliance
- Policy and Procedure Development and Implementation
- Risk Assessment/Security Test and Evaluation
Information Security Services
- Biometric Enabling Access
- Digital Access Control (Digital Certificates/Signatures, Common Access Cards)
- Encryption (PKI, DES)
- Intrusion Detection and Mitigation
- Secure e-Portals and Web Sites
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As organizations continue to become more customer focused, it's vital to assure that they have the ability to recruit, train and retain a competitive and highly skilled workforce. ETM provides organizations with workforce development strategies for tomorrow's business challenges. Our customized solutions are flexible and responsive to the ever-changing workplace and include pre-employment screening, position classification, employee relations, and outplacement services. ETM also offers training programs from basic human resource training topics to executive professional development, effective team building strategies, performance standards, organizational restructuring and employee assistance programs.
Approach to Technical Assistance
ETM's approach consists of:
- Targeted, tailored needs assessments to identify issues;
- Functional analysis of work units;
- Recommendations on changes needed to resolve managerial, functional, behavioral and interdepartmental issues;
- Counseling and skills training for managers and supervisors to enable them to deal effectively with the issues;
- Training program design and presentations for supervisors to use in such areas as team building and interpersonal communication, as well as other training courses for employees.
Solutions — Program Evaluation
Each client's analytic requirements are unique and require a tailored approach. ETM is able to offer a customized approach that in part will include:
- Determine the goals of the study and the budget of the client.
- Select the best research techniques, i.e. survey, focus group and /or literature search
- Develop the project work plan
- Develop survey and other research instruments
- Assemble the project team
- Train the interviewers conduct survey
- Tabulate responses and analyze data
- Facilitate discussion/ present findings
- Submit final report
Approach to Business Strategies
ETM's strategists employ an approach that is thorough, cost-effective and customer-focused, including the following tasks:
- Clarify the vision and assess the organization
- Identify activities necessary to realize the vision and bring value
- Operationalize the strategy
- Align the organization to the strategy
- Communicate the strategy
- Measure performance
- Revise and enhance strategy continually
As organizations strive to clarify and realize their visions for long and shortterm success, the formulation and implementation of effective strategies is critical. Well versed in the challenges faced by the leaders of organizations, both public and private, ETM's strategists provide the expertise needed to develop strategies that not only capture the client's vision and are practical, but become the primary focus of the organization.
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Enterprise Technology Management (ETM) combines the best of leading edge technology with years of experience in operating and implementing enterprise systems. ETM's innovative solutions enable delivery of the right information to the right user in a timely manner, giving businesses a competitive edge in today's information technology services market. Our approach is methodical: precise understanding of your business goals, anticipating and managing the issues associated with implementing change, and providing the resources necessary to ensure success. ETM works closely with our strategic partners to provide a best of breed solution for our clients. The result is an engineered enterprise-wide integrated solution designed to plan, control, monitor, and coordinate activities in all the client locations. In addition, we collaborate with industry experts in business process improvement to provide holistic solutions that address both business and technology issues. We are committed to delivering an effective and efficient enterprise solution to our clients. Through years of experience in both industry and consulting, our professional consultants understand what it takes for an enterprise resource planning implementation to meet organizational objectives:
- A clearly defined business case justification that will drive process improvements.
- An implementation plan with clearly defined project scope, factoring in available resources and realistic deadlines and expectations.
- A focus on change management and user training.
- ETM's enterprise solutions are built using the top enterprise products on the market currently:
- PEOPLESOFT
- ORACLE
- SAP
PeopleSoft
ETM is composed of individuals who are experts in all PeopleSoft modules, including but not limited to Human Capital Management, Financial Management, Customer Relationship Management, Grants, and Supply Chain. Each of our experts have distinguished themselves over the course of multiple, full life-cycle implementations. With their considerable business process experience, system knowledge, and project management capabilities, we are able to provide clients with rapid, efficient, and cost effective implementations. With our help your organization can meet the challenges and issues that shape and reshape today's ERP marketplace.
Oracle
ETM's Oracle Applications experts utilize years of real-world experience and unequaled Oracle Applications knowledge to ensure that your implementation will be a success. Our field-proven methodology will help you take advantage of both standard and advanced Oracle functionality to meet your business requirements, with a focus on quality, knowledge transfer and process simplification. ETM is partnered with Oracle and our ability to leverage this unique combination of expertise is a winning formula for your EBusiness Suite needs. ETM's Database Services can assist you whether you're implementing the latest in technology or proven technology that is simply new to your company's environment. Leverage the knowledge and experience of “The Oracle Experts” recognized throughout the world for their expertise in the technology.
SAP
ETM has a team of dedicated professionals, who specialize in providing integrated business solutions to customers with SAP Enterprise Resource Planning/Enterprise Resource Management backend applications. ETM offers a unique spectrum of technology, operations and business expertise, enabling global organizations to realize the full benefit of information technology throughout their enterprise.
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Independent Verification and Validation
To ensure that managers have the best information to make decisions, agencies often establish or modify policies and procedures, establish new initiatives, or acquire new systems. ETM is highly skilled at verifying and validating that those policies, initiatives, and systems are consistent with agency strategies, comply with federal mandates, support business needs, and meet contractual requirements. Our clients rely on us to conduct numerous independent verification and validation (IV&V) activities, such as monitoring and assessing system testing, reviewing and editing Office of Management and Budget (OMB) exhibit 300s, evaluating agency policies, and recommending improvements to deployment processes and training programs.
IV&V is a reliable and trusted way to ensure that the system is being developed as per requirements of the customer and that the system is reliable as it is built with sound engineering practices.
Independent Verification and Validation is not merely quality assurance; IV&V performs in-depth technical analyses of the products and the processes of system development. IV&V advises the customers when signs of problems begin to emerge so that the customer can make plans to deal with the situations. More importantly, IV&V acts as an independent unit without any bias, which adds objectivity to their analyses. Our approach to IV& V:
- Develop IV&V plans based on the customer's expectations.
- Allocate the best resources based on the type of IV&V expectations.
- Procure or develop tolls needed for the effort.
- Perform in-depth technical analyses.
- Keep the customer informed about the progress and findings.
- Monitor and report trends.
- Develop and IV&V plan.
- Independent risk assessments
- Traceability of requirements at all levels.
- Active participation in design/code reviews.
- Evaluate engineering changes and impacts.
- Active participation in CM audits.
- Review of project CDRLs.
- Monitor or perform testing at various levels.
- Management support and reporting.
- Special studies.
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