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IFMA

International Facility Management Association

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Client Profile
The International Facility Management Association (IFMA) is the largest and most widely recognized professional association for facility management, supporting approximately 18,000 members. The Association's members are represented in 125 chapters, 16 councils and one Special Interest Group (SIG), in 56 countries worldwide.

Executive Summary
IFMA made the strategic decision to outsource the support of its information technology operations and maintenance requirements to DYONYX in order to leverage IT best practices. The scope of work includes supporting all aspects of daily operations and maintenance of IFMA's IT infrastructure along with the planning and execution of special projects. This support includes all servers, desktops, cable infrastructure, network components, help desk, procurement, asset management, security and strategic planning.
Network Management

DYONYX implemented major hardware and software upgrades to address the commitment by IFMA to its network health and security. As part of the development of a technology roadmap and timeline to help in budgeting for future needs, we migrated IFMA from NT Server to 2000 Server and will standardize on the Windows 2003 server platform by the end of 2005. We also replaced all unmanaged switches with managed switches to reduce network traffic and improve performance and security. We managed all network circuits, switches, routers, servers, and software applications to support data and voice system operations. We deployed a Cisco Works server to monitor and maintain all of the Cisco routers, switches, firewalls, and VPN concentrators and we use HP Open View monitoring network software for bandwidth usage and server memory and disk usage utilization.

Systems Administration/Data Management
We used Active Directory to manage and provide for administrative controls for all of IFMA's network and IT resources. Our systems administration support included monitoring and maintenance of 10 Windows 2000 and 2003 servers and 250 desktops running Windows 2000 and XP. Data management is complex in that it must be secure and readily available to authorized request both internally and externally from a wide variety of desktop and web application sources. Additional support requirements included remote desktop, email, and database support for IFMA's Brussels office. We also supported and maintained a secure, remote connection to IFMA's accounting firm.

Information Assurance and Security
DYONYX assisted IFMA in reducing SPAM and securing its email. On a hardened Microsoft Exchange 2003 server, DYONYX installed NetIQ's MailMarshall for SMTP to reduce spam and improve the reliability and security of email transactions. We also provided an added layer of virus defense using McAfee's antivirus plug-in. We utilized MailMarshall's rule based control of incoming and outgoing email, and provides robust reporting on a daily basis.

Help Desk/Desktop Support

Utilizing the Technical Services Reporting help desk software, we provided onsite, business hour end- user support via a dedicated help-line and direct email tracking mechanism. To further improve the end user requirements for computers in each department. Criteria used included applications used, performance requirements, expected hardware life, user expectation, and cost. We applied these standards to the existing budget and establish an implementation plan based on need and cost constraints. We assisted in the annual budgeting process to address hardware and software support and upgrade needs. We provided desktop support assistance to individual users to assist them with software use, training, diagnosis, and moves/add/changes.

Email, Voice and Video
We supported all IFMA users with a hardened Windows Exchange 2003 Server running NetIQ's MailMarshall for SMTP to reduce spam and viruses. We provided full support for the Intertel phone system which is a true hybrid PBX allowing Digital, IP, Analog, and ISDN traffic. We provided support of the Video Tele Conferencing (VTC) system that IFMA leverages to communicate to international offices.

List Server Deployment Support
DYONYX provided a simple-to-use, scalable and cost effective Microsoft List Server solution for use by the Council / Chapter members under the hierarchy of IFMA corporate. The DYONXY solution provided automated list management functionality and provides a stream-lined user interface for IFMA members.

Knowledge Management / Document Management Solution
DYONYX worked with IFMA to provide a full service system that combines the functions of a Knowledge Management System, Document Management and E-Commerce. This ongoing support requirement provided IFMA with improved Member retention and recruitment, enhanced revenue generation, and improved internal efficiency. Each applicant had to meet the minimum requirement of no criminal record; and, demonstrate reliability through the credit report.

To learn more, visit www.dyonyx.com

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Client Profile
El Paso Electric Company (EPE) is a medium sized integrated electric utility operating in the Rio Grande Valley in west Texas and southern New Mexico with over 347,000 customers. With approximately 1,000 employees, EPE has an installed net generation capacity of 1,500 MW including about 16% interests in the Palo Verde nuclear plant. While EPE is moderate in size when compared to many corporations, as an electric utility, the technology infrastructures are very complex incorporating real-time systems, large customer databases, multi-layered geographic information systems, communication and dispatch systems, and comprehensive facilities management systems all supporting the delivery of electricity to the customers. This environment, coupled with the key responsibility to operate and maintain the critical electric grid infrastructures for the region, sets the stage for the need of a robust set of information system infrastructures. These infrastructures, which include hardware architecture, application system architecture, network architecture, and supporting organizational resources, need to incorporate appropriate technology, integrated design concepts, and efficient processes to meet the needs of the corporation.
Executive Summary
EPE retained the services of DYONYX to perform a cooperative technical examination and assessment of various aspects of the current technical environment considered by leadership to be of high importance and worthy of focus. Our team concentrated on the methods and support of functional interfaces for core business applications, the design of EPE's LAN/WAN infrastructure, server strategies and storage architecture, desktop and software management, and secure communications.
Upon completion of this assessment DYONYX was awarded the contract to virtualize the EPE server environment to reduce the physical footprint required to provide current business functions while minimizing any disruptions to the current production environment. The intent of this consolidation was to reduce the physical footprint only and not change the logical infrastructure design as EPE was preparing to move their data center to a new location. DYONYX was asked to respond to an RFP on the data center relocation to determine if continuing to support their IT internally, hosting their services in a third party hosting facility or fully outsourcing all of IT was the most cost effective solution. Upon completion of the RFP, DYONYX was requested to respond to a full outsource RFP, which was also awarded to DYONYX.
End User Support
DYONYX provides technical personal computer, laptop and software assistance to all EPE personnel. Service Desk Level I personnel located in our centralized ITIL compliant Service Desk respond to employee questions and requests for service. Software support includes operating system, word processing, e-mail, presentation graphics, spreadsheet, drawing, illustration, file compression, workflow management, database, networking, web browser, and industry specific Commercial off the Shelf (COTS)