- We operate and maintain more than 15 million lines of code
- AEM's service and partner support desks continuously rank among the highest end user satisfaction
Operations and Maintenance
Over the past decade, advancements in information technology (IT) have placed IT at the core of virtually every business process thus empowering organizations with more efficient and effective tools. These same achievements that can empower an entire workforce can also cripple an organization if employees and/or customers are unable to access and utilize them correctly. AEM has developed a practice focused solely on providing reliable and secure operations and maintenance support for production systems 24/7 and operating IT Service Desks. Provided below are key highlights of our O&M service offerings:
Legacy System Operations. AEM currently provides operations and maintenance support for some of the most visible programs to include the U.S. Department of Education’s EDFacts project in support of the "No Child Left Behind" legislation and the Commander Navy Installations Command (CNIC) Electronic Navy Housing (eNH) project. We provide O&M for more than 14 million lines of code, 12 billion rows of data, and millions of end-users. The AEM O&M model has been independently assessed at CMMI Level 3 and includes standard processes and templates for the major phases of an O&M project to include transition, systems operations, and software maintenance and enhancements.
Service Desks. Our service desks are run differently from a typical call center or help desk where success is measured solely by average response time, call length, or number of calls per hour. We manage our service desks with a focus on providing only the highest levels of personalized service where disruptive handoffs and call transfers are minimized to the greatest extent possible. AEM operated service desks are continuously ranked amongst the highest in the commercial and public sector.