Air Defence System

Start Date: 2005 RFQ

End Date: To date: support-contract

The Air Defence System is an integrated mixed and layered air defence system consisting of a Command and Control part and a weapons part for low and very low-level air defence. Within the Systems Radars Systems provide the capability for creating a Local Air Picture and exchanging it with other air defence systems. One System completely controls the usage of the Radar and weapon systems. All the equipment, more than hundred single components / vehicles are supported under a full service contract.

N/A

• Conception of a trouble ticketing process in general
• Designing and deploying an incident-, Problem and Change-Management
• Operating of a mandator oriented Hotline until 24 x 7 reachability:
  • 1st level support,
  • Categorisation, prioritization and escalation of calls
  • Monthly Reporting of KPIs
  • Control and scheduling of downstream support-groups (e.g. Supply-chain, 2nd Level Support, project sub-contractors)
• Service Management Reviews and Continous Improvement Process (CIP)

Sales ***
Delivery ***
Support ***

• Designing a standardized Service Desk capability for use to further mandators
• High Material-Security by Integration in a security WAN
• Trouble Tickets Management with security-cleared personal