v. 09/06/11MHS Service Desk Overview

Introduction The Military Health Systems Service Desk (MHSSD) is the entry point into the MHS IT customer support infrastructure. Provides 24 x 7 x 365, toll-free, worldwide access to identify, log, analyze, escalate, track, and report problems for centrally- managed MHS systems. Utilizes the BMC Remedy system to support and track over 330 products and applications. 80 applications supported at a Tier 2 level, with continual additions. Consists of three management areas reflecting the IT Infrastructure Library (ITIL v.3) lifecycle: Strategy, Design, Transition, Operation & Continual Service Improvement ITIL V.3 Lifecycle MHSSD Management Areas

Service Strategy, Design & Transition

Service Strategy, Design & Transition (SSD&T) This management area is responsible for ensuring that new services transition smoothly to live operations at the MHSSD, as well as facilitating the strategy and design behind internal projects to enhance service levels. At a high level, SSD&T activities include: Service Management Architecture & Transition Management - Tracking and transitioning new services to the operational floor Project Management - Tracks all projects across the organization Process Engineering - Leveraged HP resources aiding development of ITIL aligned processes Information Assurance - oversight of MHSSD IA program including DIACAP approval efforts Dashboard System Engineering - supporting “Metrics Driving Success” Training - educating staff and improving service

Service Strategy, Design & Transition MHSSD Excellence Dashboard Feb 2010: Initial proof of concept integration with MCiS Remedy system Jul 2010: Excellence Dashboard moved to production Aug 2010: Use expanded for PMO access Sep 2010: Use expanded for MTF access Jul 2011: MHSSD Event Correlation capability introduced Sep 2011: Over 550 registered users Web-based portal allows access to MHS Service Desk intake data on any MHS, DOD domain PC Single reporting tool with access to multiple databases Generation of standard reports and charts Easy to understand/use; no training needed Near real-time data = business actionable reporting

Service Operation

This management area is where the “rubber hits the road”, consisting of the front-line customer support areas: Application Support: 24x7x365 Tier 1 and Tier 2 level support for over 330 MHS hosted applications. Common Infrastructure Support: A concept in-progress, blending Network and Blade System Engineering, Monitoring and Systems Administration into a single, integrated team.

Service Operation Application Support Logs approximately 35,000 Incidents per month Provides Tier 2 support for the following major applications: – AHLTA − CHCS − DHMRSi – TOL − MHS Learn − IAS – CCQAS − DMLSS − ERA Maintains a Customer Satisfaction level of 4.83 out of 5. Resolves 70% of all Incidents in-house Sept/Oct 2011: Use of Verint Workforce Management begins – Provides tracking and trending of workforce utilization – Provides recommendations for improvements garnering improved customer service across all shifts

Service Operation Common Infrastructure Support Delivers centralized system administration for over 1100 servers in 79 global locations for the following apps: – TOL − TPOCS − CCE – Computrition − EWSR − IXP – SNPMIS − SIT-OHI − BHIE Event Management monitors, detects and manages valid Events occurring on MHS network infrastructure, MHS VPN, MEDNet VTC and MHSSD managed blade systems. Infrastructure Engineering works to maximize network availability to MTFs in support of all MHS applications offering: – network event analysis and diagnosis − system performance measurement – proactive troubleshooting − network protection monitoring

Continual Service Improvement

This management area exists in support of the ITIL v3 process of Continual Service Improvement. It consists of the following areas: Quality Assurance & Quality Control: provides monitoring, tracking, reporting and recommendations for improvement Knowledge Management: ensures availability, reliability and accuracy of all MHSSD knowledge

Continual Service Improvement Quality Assurance & Quality Control Leverages Remedy Track and trend MHSSD customer-related activities Provides objective assessment and analysis of data Recommends opportunities for service improvement Monitors and reviews adherence to established processes Sept/Oct 2011: Use of Verint Witness Quality Monitoring system begins – Tool allows for objective evaluation of Analysts – Records both sides of the conversation and PC activities of the Analyst – Integrated evaluation forms for analyst improvement opportunities

Continual Service Improvement Knowledge Management Maintains the ITIL process of Knowledge Management Ensures timely processing of requests for new knowledge and knowledge updates Disseminates information to MHSSD personnel through various vehicles: – Communications – MHSSD At A Glance e-bulletin board – MHSSD In The Know newsletter

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