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Managed Services Overview
When Texas Needs Trusted IT Solutions, We’re Here
Northrop Grumman’s Information Technology sector is a leading IT provider and integrator, with annual revenues exceeding $5 billion.
For more than five decades, our trusted IT solutions have enhanced the work of government and business – and improved the lives of the people they serve.
State and local governments trust us to provide end-to-end solutions for information technology, integrated justice,
homeland security, public safety, transportation, human services, and public health initiatives.
Northrop Grumman’s suite of managed IT services provides a simple approach where you can select the services and service levels that
meet your specific business and technology requirements.
What is “Managed Services”?
Managed Services is an integrated suite of managed IT services that supports the total life-cycle of your IT infrastructure,
from planning and design, to implementation, operations, security, and maintenance. The program objective is to save you money, reduce your risk,
and simplify the management of Information Technology infrastructure and services so that you can focus on running your government business.
As a full service Managed Services partner, Northrop Grumman can design, deploy, and operate your entire IT infrastructure,
including networks, servers, service desks, desktop systems, mobile devices, peripherals, business systems, application development, and more.
Procurement Services
Provisioning of Equipment and Procurement Services
We provide you with efficient procurement and provisioning services for the end user computing environment,
which is achieved through a combination of proven processes, relationships with vendors, understanding your environment
and experience of managing a geographically diverse end user community across the state of Texas.
Our Provisioning Services include:
- Provide all equipment to customer as a service, including procurement and provisioning
- Finalize system configurations with manufacturer to meet customer requirements
- Leverage standardized configurations across multiple customers to reduce costs
- Coordinate equipment orders, shipments, and returns
- Provide buy-out options to meet the customer’s requirements
- Provider of all supporting services including installation and break/fix
- Standard monthly reports delivered to you, including SLAs, serial numbers, end-of-life
Benefits
There are many direct benefits to your organization when you use our Provisioning and Procurement service:
- Reduced total cost of ownership and risk to enterprise
- Cost controlled business model
- Streamlined internal product acquisition process
- Eliminate labor costs and errors associated with asset tagging, image loading
- Flexible, high value solution mapped directly to your needs
Service Level Agreements
For this service, the Service Level Agreements include the following:
- On-time delivery of monthly reports
- Accurate product quotes from multiple hardware vendors offering alternative configurations
- Timely processing and submission of accurate orders
- Delivery of equipment to correct site within scheduled delivery window
The following Not-To-Exceed prices are “per seat per year” for the Provisioning of Equipment and Procurement Services
for the computers defined in the Specifications and Standard Configuration documents below:
Desktop configurations:
Desktops |
| Components |
Low End-User |
High End-User |
| Chassis Style |
Small Form Factor |
Minitower |
| Chip |
Intel Pentium D or AMD equiv. |
Intel Pentium D or AMD equiv. |
| Processor/Clock Speed |
915/2.80GHz (P4 3.2GHz equiv.) |
945/3.4GHz (P4 3.4GHz equiv.) |
| Memory |
1GB |
2GB |
| Hard Drive |
80GB |
160GB |
| Optical Drive |
DVD+/-RW with software |
DVD+/-RW with software |
| Operating System |
MS Win XP Pro |
MS Win XP Pro |
| Network Card / Sound |
Integrated |
Integrated |
| Video/Graphics |
Integrated |
128MB |
| Speakers |
Internal |
Internal |
| Floppy Drive |
No |
No |
| Keyboard |
Standard 104+ USB |
Standard 104+ USB |
| Mouse |
2 Button Entry w/Scroll USB |
2 Button Entry w/Scroll USB |
| Warranty |
3 yr NBD |
3 yr NBD |
| Assumptions |
| Term of Agreement |
3 years |
3 years |
| Payment Terms |
1 payments per year (total of 3 payments) |
1 payments per year (total of 3 payments) |
| Requested Pricing |
priced per seat/end-user per each configuration, to include shipping |
priced per seat/end-user per each configuration, to include shipping |
| Quantity Needed |
1 |
1 |
| Pricing |
| Pricing Per Seat |
$29/seat/month for each of 36 months |
$35/seat/month for each of 36 months |
| Payment Per Term Stated (1 payments of “X” per year) |
$348/year 1st payment
$348/year 2nd payment
$348/year 3rd payment |
$420/year 1, 1st payment
$420/year 2, 2nd payment
$420/year 3, 3rd payment |
| 3 Year Total |
$1,044 |
$1,260 |
Notebooks |
| Components |
14” Notebook |
15” Notebook |
| Chip |
Intel CoreDuo or AMD equiv. |
Intel CoreDuo or AMD equiv. |
| LCD Resolution |
WXGA |
WXGA |
| Memory |
1GB |
1GB |
| Hard Drive |
60GB |
60GB |
| Optical Drive |
DVD+/-RW with software |
DVD+/-RW with software |
| Operating System |
MS Win XP Pro |
MS Win XP Pro |
| Modem |
Internal 56k |
Internal 56k |
| Network Card |
Integrated |
Integrated |
| Sound/Graphics |
Integrated |
Integrated |
| Floppy Drive |
No |
No |
| AC Adapter / Battery |
Yes |
Yes |
| Wi-Fi (802.11) miniPCi card |
Integrated 802.11b/g |
Integrated 802.11b/g |
| Warranty |
3 yr NBD |
3 yr NBD |
| Assumptions |
| Term of Agreement |
3 yr NBD |
3 yr NBD |
| Payment Terms |
1 payments per year (total of 3 payments) |
1 payments per year (total of 3 payments) |
| Requested Pricing |
priced per seat/end-user per each configuration, to include shipping |
priced per seat/end-user per each configuration, to include shipping |
| Quantity Needed |
1 |
1 |
| Pricing |
| Pricing Per Seat |
$45/seat/month for each of 36 months |
$47/seat/month for each of 36 months |
| Payment Per Term Stated (1 payments of “X” per year) |
$540/year 1st payment
$540/year 2nd payment
$540/year 3rd payment |
$564/year 1, 1st payment
$564/year 2, 2nd payment
$564/year 3, 3rd payment |
| 3 Year Total |
$1,620 |
$1,692 |
Help Desk Services
Centralized, single-point-of-contact Help desk services
Northrop Grumman’s help desk provides enterprise-wide technical support, from basic call/contact handling and
dispatch to total help desk and customer support solutions.
Our help desk services include the following:
- Start-to-finish (open to close) incident management
- Dedicated toll-free number for callers to reach the help desk
- Initial confirmation response to customer requests
- Fast response from knowledgeable and professional staff using known workarounds, solutions, and a customized, continuously updated knowledge base
- Dispatch services for on-site customer visits
- Incident escalation and coordination according to customer-defined escalation process
- Standard monthly reports delivered to you, including analytic reporting that provides custom and ad hoc reports online
Benefits
There are many direct benefits to your organization when you use our Help Desk services:
- Cost controlled business model with excellent customer satisfaction
- Centralized, single-point-of-contact (SPOC) for all problems and service requests
- Reduced end-user down time and site visits with high first call resolution (FCR)
- Reduced enterprise support costs by shortening incident resolution time
- Excellent customer satisfaction achieved by measuring, monitoring, and reporting
Service Level Agreements
Multiple standard Service Level Agreements are offered for Help Desk services.
Basic, Standard, and Enhanced Levels each include Monday-Friday, 5 days/week, business hours coverage (8 a.m. – 5 p.m. Central Standard Time).
Non-business hour coverage and extended business hour coverage is available at an additional cost.
| Service Level Agreements |
Basic Level |
Standard Level |
Enhanced Level |
Pricing |
| Average Speed to Answer |
90 seconds |
60 seconds |
30 seconds |
$16.75/seat/month |
| Average Abandon Rate |
20% |
15% |
10% |
$19.50/seat/month |
| First Call Resolution |
50% |
60% |
70% |
$21.75/seat/month |
On-Site Support
On-Site Support and Installs/Moves/Adds/Changes (IMAC) Services
Northrop Grumman’s on-site support and IMAC services provide complete support for the desktop, including software and hardware.
Install, Move, Add, and Change services are provided to assist in all activities ranging from deployments and software
installations to office moves, as well as common changes like RAM or HD upgrades.
Our on-site support and IMAC services include the following:
- Certified and trained technicians are accessible at customer site
- Return equipment to service along with providing additional personal service such as interfacing with existing customer help desks, support of customer specific applications, and desktop
- Installation, upgrades, configuration, and movement of systems
- Coverage for both warranty and non-warranty equipment available
- Standard monthly reports delivered to you, including SLAs, root cause analysis, failed device analysis, and trend analysis
Benefits
There are many direct benefits to your organization when you use our On-Site Support and IMAC services:
- Higher level of service delivered, increased user satisfaction
- Familiarity with staff and customer’s unique needs
- Minimize possible workplace disruptions
- Brief orientations, Q&A with users offered to complete the visit to ensure user satisfaction
Service Level Agreements
Multiple standard Service Level Agreements are offered for On-Site Support and IMAC services.
Basic, Standard, and Enhanced Levels each include a technician on-site Monday-Friday, 5 days/week,
business hours coverage (8 a.m. – 5 p.m. Central Standard Time).
Non-business hour coverage and extended business hour coverage is available at an additional cost.
| Service Level Agreements |
Basic Level |
Standard Level |
Enhanced Level |
| On-site certified technician M-F, 8-5 CST |
Yes |
Yes |
Yes |
| Single building (multiple floors) |
Yes |
Yes |
Yes |
| Campus (one building to another) |
- |
Yes |
Yes |
| 5 mile radius, multiple addresses |
- |
- |
Yes |
| |
| SLA–Moves & Changes |
$3.00/seat/month |
$5.00/seat/month |
$7.00/seat/month |
| On-site Support Services |
$68.00/hour |
Remote Support Services
Technician Remote Support
Northrop Grumman’s remote support services provide a real giant leap forward toward reducing the cost of ownership for our customers.
This service is included when you purchase either Help Desk services or Break/Fix Hardware Maintenance services.
Our remote support services include the following:
- Remote login following customer-approved security procedures
- Certified and trained technicians resolve problems quickly
- Technician interacts with user which helps to prevent future problems
- Ad hoc training offered when users need it most and when learning retention is highest
- Standard monthly reporting included in help desk or break/fix hardware maintenance reports
Benefits
There are many direct benefits to your organization when you use our Remote Support Services
- Higher service levels and faster problem resolution for users
- More problems resolved during initial contact with help desk or field engineer
- Less workplace disruptions due to reduced on-site visits
- Reduced user downtime so users can get back to work sooner
Service Level Agreements
Standard Service Level Agreements for this service are included as part of both help desk services and break/fix hardware
maintenance services as an efficiency to expedite end user return to service, increase First Call Resolution,
and reduce the number of on-site visits to users.
Network Management Services
Northrop Grumman’s network management services provide complete support for the management and support processes for
Local Area Networks (LAN) and Wide Area Networks (WAN). Services are provided either on-site or remotely from a
Northrop Grumman facility such as a Network Operations Center (NOC).
Our network management services include the following:
- Connectivity troubleshooting
- Performance and availability management, including eliminating bottlenecks
- Monitoring
- Pro-active preventive management and highly efficient reactive capabilities for unexpected repair problems
- Leverage MLPS’ enhanced features and functionality to effectively support DIR’s customers attached to the TEX-AN backbone
- Rigorous change management
- Technical expertise and collaboration with selected hardware vendors
- Configuration of network management consoles, including auto-discovery process, configuration of management consoles,
establishing performance thresholds, defining performance-tuning parameters, automated preventive notification and pre-failure alerting,
trend analysis event correlation and root cause analysis, user account administration, network devices and configuration, and change management
- Standard monthly reports delivered to you, including network services report and incident reports
Benefits
There are many direct benefits to your organization when you use our Network Management services:
- Your mission critical IT infrastructure is operated by trained and certified IT professionals
- Maximize network performance and availability
- Lower cost for the service due to leveraged resources and staff
- No hiring, training or staff retention issues which distract from your primary business
- Your investment is protected when we utilize customer-owned equipment or offer our standard network management suite
- Northrop Grumman has first-hand experience working with DIR’s TEX-AN platform
Service Level Agreements
Multiple standard Service Level Agreements are offered for Network Management services.
Basic, Standard, and Enhanced Levels each include monitoring Monday-Friday, 5 days/week,
business hours coverage (8 a.m. – 5 p.m. Central Standard Time):
| Service Level Agreements |
Basic Level |
Standard Level |
Enhanced Level |
| Monitoring M-F, 8-5 CST for up/down status |
Yes |
Yes |
Yes |
| 24x7 Monitoring and alerting for up/down status |
Yes |
Yes |
Yes |
| Full management of all devices (unlimited configuration changes) |
- |
Yes |
Yes |
| Timely restoration of device configurations |
- |
- |
Yes |
| Technical liaison to hardware vendors and telco’s |
|
|
Yes |
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| Network Management Services |
$5.25/seat/month |
$5.50/seat/month |
$17.50/seat/month |
Software Services
Northrop Grumman’s software services provide a complete solutions for managing desktop software, from the operating
system to patches to software upgrades and electronic distributions. In today’s complex environment, you need IT
professionals providing high quality solutions to help your users be as productive as possible. In addition we help
to support and secure your network and desktops.
Our software services include the following:
- Software configuration management, keeping your desktops safe and your software current
- Patch management solutions to protect your enterprise from desktop security vulnerabilities
- Identify and distribute Security patches to protect servers and desktops
- Efficient, automated, and policy-based electronic software distribution providing maximum control and coverage with scheduled deployments during non-business hours
- Customer-provided Enterprise Software Distribution (ESD) System
- Design of software infrastructure to match customer’s unique business environment
- Image management, including development, testing, verification, and distribution of a standardized desktop image
- Support of both enterprise level and department level customer requirements during a software distribution
- Standard monthly reporting delivered to you, including SLAs and regular status reports on software service activities, issues, and recommended actions
Benefits
There are many direct benefits to your organization when you use our software services:
- Virtually no disruption of services to end users during and after software updates
- Reduced impact of virus and security incidents with a higher level of desktop security
- Minimal impact to current IT support processes and customer business processes
- Lower cost for the service due to leveraged resources and staff
- No hiring, training or staff retention issues which distract from your primary business
Service Level Agreements
Multiple standard Service Level Agreements are offered for software services. Basic, Standard, and Enhanced Levels are
detailed below for Electronic Software Distributions (ESDs), desktop images, and Commercial Off-the-Shelf (COTS) applications:
Varying Service Levels offer services ranging from 8 to 24 hours for ESD turnaround and 1 to 8 image creation/updates per year.
NTE pricing based on 100 seats and reduces significantly with higher seat counts.
| Service Level Agreements ESD's |
Basic Level |
Standard Level |
Enhanced Level |
| Electronic Software Distributions ready for distribution to customer network |
24 business hours |
16 business hours |
8 business hours |
| Desktop image developed per year Core image includes desktop MS OS, MS Office, customer provided anti-virus software |
1 only |
2 only |
Up to 8 |
| COTS applications in desktop image |
- |
Up to 3 |
Up to 4 |
| |
| ESDs Pricing |
$28.75/seat/month |
$50.25/seat/month |
$64.75/seat/month |
| Image Creation Pricing |
$5.75/seat/month |
$21.75/seat/month |
$43.25/seat/month |
Break/Fix Maintenance Services – Vendor Owned Hardware
Northrop Grumman’s break/fix maintenance services provide a complete solution for managing your desktops. .
A phone call to our 1-800 number starts the process of getting your device back in service.
Our break/fix maintenance services include the following:
- Centralized support through a single telephone number and incident management system
- Coverage for desktops, laptop, tablets, printer devices, servers, routers, and switches
- Remote troubleshooting before on-site visit delivers faster repair and return to service
- Proactive and preventative servicing of supported devices
- Repair or replacement of marginally performing or failing hardware components
- Standard monthly reporting delivered to you, including SLAs, root cause analysis, ticket volume, and trend analysis
Benefits
There are many direct benefits to your organization when you use our break/fix maintenance services:
- Save you time and money by simplifying hardware maintenance
- A single provider for coverage for your locations throughout the entire state of Texas
- High quality of service leveraging a consolidated repair history and knowledge base
- Extensive experience with multiple brands of hardware, so you are covered
- Excellent return to service coverage
- No hiring, training or staff retention issues which distract from your primary business
Service Level Agreements
Multiple standard Service Level Agreements are offered for break/fix maintenance services for vendor-owned equipment.
All Service Levels cover every zip code within the state of Texas.
Basic, Standard, and Enhanced Levels are detailed below:
| Service Level Agreements |
Basic Level |
Standard Level |
Enhanced Level |
| On-site certified technician M-F, 8-5 CST |
Yes |
Yes |
Yes |
| Coverage of entire state of Texas |
Yes |
Yes |
Yes |
| Response Time (contact user) |
Next Business Day (95%) |
Same or Next Business Day (95%) |
2 Business Hours (97%) |
| Return Equipment to Service |
2 day (95%) |
Next Business Day (95%) |
10 Business Hour (97%) |
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| Vendor Owned Equipment |
$6.00/seat/month |
$9.00/seat/month |
$12.00/seat/month |
| Customer Owned Equipment |
$68.00/hour |
Asset Tracking Services
Northrop Grumman’s asset tracking services provide a complete solution for managing your vendor and customer-owned equipment.
Physical location, custodian, software, maintenance, warranty, and end-of-life information is easy to access.
Our asset tracking services include the following:
- Centralized asset management system maintained efficiently and accurately
- Coverage for network and non-network assets
- Automated and manual data capture capabilities are both utilized
- System configuration and software deployments captured for each serial number
- Historical and Change records stored for historical and audit purposes
- Desktop discovery agents facilitate real-time location of assets and custodians
- Regular delivery and validation of asset data between customer and Northrop Grumman
- Standard monthly reports delivered to you, including comprehensive asset and end-of-life reports
Benefits
There are many direct benefits to your organization when you use our asset tracking services:
- Proactively identify assets for refresh, return, or removal avoiding additional fees
- Proactive resolution of incidents based on consolidated asset and incident information
- Save you time and money by using leveraged resources for asset tracking tasks
- Analysis of software license compliance
- Help desk incident management system can be integrated for the association of service calls to assets
Service Level Agreements
For this service, the Service Level Agreements include the following:
- On-time delivery of monthly reports
- Accurate reports
- Pricing is offered per hour to provide maximum flexibility to meet customer requirements at $57.00/Hour.
Security Services
Northrop Grumman’s security services provides a customer with a comprehensive, managed 24/7 service without requiring an extensive
customer investment in hardware, software, and technical staff. This complete solution includes architecture, design,
implementation, and training to secure your environment.
Our security services include the following:
- Returning removed hard drives to customer as required
- Perimeter Security including Firewalls and Intrusion Detection, Intrusion Prevention Systems (IDS/IPS), and Virtual Private Network (VPN)s
- Strong authentication to keep intruders off of your network
- Proactively locate and mitigate security weaknesses in the customer’s enterprise infrastructure
- Account Provisioning to streamline and secure user account administration and password management
- Centralized management and analysis of all customer log data for correlation
- Protect and monitor e-mail infrastructure entry
Benefits
There are many direct benefits to your organization when you use our security services:
- Protection of systems from viruses and other types of malware
- Security measures are implemented throughout the distributed networking environment
- Comprehensive view and management of customer enterprise security infrastructure
- Lower cost for the service due to leveraged resources and staff
- No hiring, training or staff retention issues which distract from your primary business
Service Level Agreements
For this service, the Service Level Agreements include the following:
- Initial security audit of customer’s desktop environment and present security recommendations
- Manage anti-virus/malware software solution
- NTE pricing based on 100 seats and reduces significantly with higher seat counts at $45.00/seat/month
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