Our Services

Service Desk Operations

Our Service Desk operations run 24/7/365 and are staffed by a highly skilled team certified in service provision. We employ cutting-edge tools to deliver efficient, cost-effective services to our diverse customer base.

At Kritērion Group, our Enterprise Service Desk Support is built on the principles of IT service management (ITSM) defined by the Information Technology Infrastructure Library (ITIL). Our Service Desk Technicians hold certifications compliant with DoD 8570.01-M requirements. We are dedicated to ensuring the reliability, availability, and continuity of IT services by employing process-driven approaches rooted in time-tested procedures tailored to each customer's specific needs.

Our IT Service Desk serves as the central point of contact for managed Tier 1 through Tier 3 support. This single point of contact resolves issues at the lowest level, with the option to escalate to more technical support if necessary. Kritērion Group boasts a wealth of experience in transitioning customers from traditional help desks to a centralized service desk, thereby standardizing service quality across the entire domain.

Kritērion Group excels at providing streamlined and effective solutions for a wide spectrum of issues, ranging from simple fixes like forgotten passwords to complex challenges that demand collaborative problem-solving with our suppliers.

We prioritize the entire service request management lifecycle and conduct comprehensive root cause analysis to proactively prevent recurring issues.

Education and Training Design

Investing in talent management can be a costly endeavor, and making educated guesses about what people need for future business capabilities can prove even more expensive. The Kritērion Group educational and training support solutions take a capabilities-based competencies assessment approach. We employ a dynamic future capabilities architecture that adapts to changes in both external and internal factors. This flexibility allows us to lead and inform education and training requirements effectively.

Performance-Centric Solutions

Kritērion Group offers education and training solutions designed to help our clients achieve their organizational performance objectives. By aligning core organizational tasks with those of groups and individuals, Kritērion Group designs, develops, and delivers high-quality education and training programs that are evaluated based on organizational performance assessments, not merely course completion rates.

Kritērion Group assists organizations in bringing learning opportunities directly to their employees. We follow an employee-centric design approach, employ design thinking principles, and construct a new learning architecture. Kritērion Group and our team provide the necessary IT infrastructure, learning management systems, and business assessment tools and training. These empower client management to seamlessly transition to new tools and processes. The true strength of Kritērion Group’s solutions lies in a learning architecture that seamlessly integrates education and training into the day-to-day operations of the business, revolutionizing how people interact and create value.

Service Offerings

Our services encompass:

• Strategy Development
• Strategic Human Capital Management
• Performance Management
• Competency Development and Management
• Learning Services
• Workforce Planning
• Learning and Development
• Talent Management based on Future Work Requirements

Given the evolving workforce characteristics and preferred work and learning styles, Kritērion Group’s learning and development solutions incorporate essential elements such as social-based learning, 24/7 access to learning materials, instructor-led engagement, peer-to-peer accelerated onboarding, blended classrooms, and virtual training.

Kritērion Group’s talent management learning design establishes a clear connection between corporate goals, organizational tasks, departmental and group responsibilities, individual duties, and learning objectives and content. Our education and training solutions are always purpose-driven, with work and learning intricately intertwined in all instructional design. Contextualization – understanding, personalizing, relating, and curating content – takes precedence over the content itself.

Homeland Security Education

Kritērion Group provides Homeland Security education in support of the Naval Postgraduate School (NPS) Center for Homeland Defense and Security (CHDS). CHDS is the nation's premier provider of homeland security graduate and executive-level education, sponsored by the U.S. Department of Homeland Security (DHS) Federal Emergency Management Agency (FEMA). Kritērion Group is responsible for delivering the Center's homeland security education programs, which encompass a broad spectrum of homeland security disciplines for federal, state, local, territorial, and tribal agencies.

Impact Areas

Clients have reported that Kritērion Group’s educational and training solutions have positively impacted various areas, including:

• Corporate Learning Agility
• Innovation
• Employee Productivity
• Employee Retention
• Customer Satisfaction
• Customer Responsiveness
• Lower Total Workforce Costs
• Market Share
• An Agile Workforce

Healthcare IM/IT

Kritērion Group is dedicated to delivering solution-oriented Healthcare Information Management and Information Technology (IM/IT) Support Services to Department of Defense (DoD) and Veterans Affairs (VA) hospitals, as well as Medical Treatment Facilities (MTFs). Our mission is to enhance healthcare services by implementing cutting-edge mission and patient systems. We offer a comprehensive range of services, including network operations, cybersecurity, Information Assurance (IA), software development, enterprise systems management, compliance with the Health Insurance Portability and Accountability Act (HIPAA) and the Federal Information Security Management Act (FISMA), as well as data analysis and data management. Additionally, we provide support for healthcare benefit programs, aiming to enhance the quality and timeliness of healthcare services for public health and medical personnel worldwide.

Our solutions are designed to foster high-fidelity interactions between patients and their healthcare providers while ensuring the integrity of payments made under Federal health entitlement programs. Our extensive capabilities and robust infrastructure support all aspects of health IT and informatics. Some of the key areas we specialize in include:

• Strategic Planning, Consulting, and Portfolio Management (PfM)
• Enterprise Architecture and Virtual Desktop Infrastructure
• Data and System Consolidation, Migration, and Modernization
• Preparedness and Contingency Planning
• Network Engineering and System Administration
• Database Support for critical healthcare systems (AHLTA, CHCS, ESSENTRIS)
• Application Development
• 24/7/365 Customer Service Operations, including Medical Cell Technical Support offering Tier 1 through Tier 3 support following ITIL foundational processes
• Network Protection Services, covering Firewall, Virus, Vulnerability scanning, and mitigation, with compliance to NIST standards
• A comprehensive suite of telecom management services, encompassing telephony systems, switches, and Operator Answering Systems.
• Kritērion Group is committed to enabling healthcare institutions to deliver top-tier services, ensuring the well-being of patients and the effectiveness of healthcare programs.

Cybersecurity

Shielding Against Digital Threats, Present and Future

Kritērion Group stands as a steadfast guardian of corporate and personal privacy, safeguarding data integrity and fortifying against data loss. Our cybersecurity expertise remains in lockstep with the constant evolution of digital threats and the heightened likelihood of cyberattacks.

Our Cybersecurity Capabilities Encompass:

• DevSecOps
• Risk Assessment and Management
• Support for Acquisition Management
• Enterprise Architecture
• Assessment of Business Needs
• Portfolio Management
• Support for Program Management
• Certification and Accreditation / Approval to Operate

Information Technology Ops

Our service delivery framework for enterprise network and telecommunications services places a strong emphasis on the critical components of Command, Control, Communications, and Computers (C4). This framework aligns seamlessly with the transformational objectives of Net-Centric enterprise solutions. At Kritērion Group, we continuously analyze and monitor the various components of enterprise systems, allowing us to design systems that can swiftly adapt to evolving needs. Our approach revolves around a knowledge-centric service-delivery assurance methodology, strategically designed to enhance the availability of essential IT services for enterprise users. Within this methodology, we leverage network and traffic simulations to pinpoint performance and security issues across enterprise networks, empowering our engineers to safeguard the pivotal enterprise systems and data essential for mission continuity.

Our Comprehensive Enterprise IT Services Encompass:

• Infrastructure Operations and Management (Managed IT Services)
• Outsourcing and Managed Services
• Infrastructure Consolidation and Modernization
• WAN/MAN/LAN Engineering Support Services
• Continuity of Operations Planning and Disaster Recovery
• Virtual Desktop Infrastructure
• Application Performance and Network Management
• Application and Business System Performance Measurement
• Network Design, Implementation, and Migration
• Network Monitoring and Performance Evaluation
• Scalable Multi-Site Environments
• Data Center Modernization and Consolidation
• Desktop Support Services / Technology Insertion

Kritērion Group’s IT professionals are certified in strict accordance with DoD 8570.01-M requirements, ensuring that our team possesses the expertise and qualifications needed to meet the highest standards of excellence in the field.

Solutions Engineering

Kritērion Group provides a full range of software development, systems engineering, and integration services to our customers. We combine innovative technologies and business process reengineering, paired with industry best practices, to deliver secure and reliable enterprise solutions that meet a diverse set of business applications and mission needs. Our software development and systems engineering services include the following:

• Project Planning and Management (Policy and Procedures Development)
• Integration and interoperability using GINA proprietary software
• COTS/GOTS Integration, Test, and Evaluation
• Agile and Open Source Software Development
• Legacy System Integration and Modernization
• Object-oriented data modeling and customized API development
• Database Design and Management / Enterprise Portal Implementation
• Data Warehousing/Mining
• Software/Systems Development
• Full Systems Lifecycle Development and Deployment
• Cloud-Based Development Testing and Quality Assurance
• Information Sharing and Collaboration
• Business Intelligence (BI) and Data Analytics
• Engineering of ERP Solutions using COTS Integration
• Custom Application and Web Development (SharePoint)
• Enterprise Application and Data Integration
• System and network integration

Strategic Business

Building a solutions structure

Kritērion Group provides subject matter expertise in strategic and innovation technologies to assist DoD and Civilian Agencies, and Commercial sectors to achieve growth, increase productivity and efficiency, and minimize cost. We do this through key competency areas:

1. Enterprise Program Planning, Integration, and Management
2. Strategy and Transformation Planning
3. Enterprise Architecture and integration

Our strategic and innovative experiences include:

• Integrated CIO Management Support
• Acquisition and Program Management Support
• Budgeting and Financial Management Support
• Business Process Re-engineering (BPR) and Business Process Improvements
• Business Transformation Planning
• Business Needs Assessments and Consulting Services
• Architecture Framework and Compliance Support
• Portfolio Management
• Organizational Change Management
• Continuity of Operations (COOP) and Risk Assessment / Management