August 2012TIMPO MHS Service Desk MHS Gov Service Desk Manager

2 Introductions MHS Service Desk Manager (GOV TM)

3 Agenda Past, Present & Future Site Metrics Remedy DMHRSi Questions & Discussion

4 PAST: The BOC, The NOC & The Help Desk Three Separate Entities + Three Separate Contracts Three Separate Efforts What we saw: Duplication of effort Disparate knowledge stores Broken Communication Ad hoc processes What customers experienced: Long response times Low resolution rates Miscommunication BOC BOC NOC NOC MHS Help Desk MHS Help Desk

5 PRESENT: The MHS Service Desk Implement IT Infrastructure Library (ITIL) version 3 methodologies Location Consolidation Single Point of Contact Remedy, Remedy, Remedy… Breaking down the Stovepipes Eliminating redundancies Streamlining processes Exploiting technologies MHS Service Desk NOC MHS Help Desk BOC

6 Today’s MHSSD Serves as the entry point into the MHS Information Technology (IT) customer support structure and provides 24 hours a day x 7days a week x 365 days a year, toll-free, worldwide access to identify, log, analyze, escalate, track, report and resolve problems for centrally-managed MHS systems. Is 165 personnel supporting 32 core MHS applications and facilitating incident resolution for over 160 other medical applications that are used by over 9 million Active and Retired Military personnel and their beneficiaries. Consists of Tier I Analysts and Tier II Sr. Analysts in Application Support, and Network Engineering, Monitoring, and Systems Administration working together as an integrated team supporting MCiS and its customers within the MHS. Leverages Remedy 7.6 for tracking on average of 32,000 incidents a month with over 1.4 million incidents created since startup. Utilizes ITILv3 best practices and has completed rolling out several core process areas including Incident, Problem, and Event Management processes. We have fully implemented the Incident, Problem, Change, Knowledge, Asset, and Configuration Management processes. System Administration team currently supports over 520 virtual servers worldwide hosting 10 MHS applications on the MHS Enterprise Blade Servers (EBS) at 79 different MTFs located around the globe. Network Monitoring and Engineering teams actively monitor network connectivity and application performance at over 148 MTFs worldwide.

7 User’s Perspective

8 Network Operations Unscheduled Outages & Service Interruption Investigations

Notify the MHSSD of base or MTF scheduled maintenance or emergency break fix actions to avoid unnecessary notification or investigation of the scheduled event. Ensure the MHSSD has up to date information for site POCs and Configuration Item attributes, priority designation and ownership. Respond to MHSSD Network Operations requests for information regarding detected events as soon as possible and participate in the investigation. Engage the appropriate local vendor, base or service branch support groups when necessary. Give us feedback: Remedy Survey & 9 Help Us Help You

Add our phone numbers to your speed-dial: DSN: Our commercial prefix: (210) 388-xxxx Our DSN prefix: (312)-838 And our (to submit an – for comments, questions, 10 Help Us Help You

11 MHSSD Optimized Continual Service Improvement Evaluate & Update Processes Training Performance Metrics Transparency & Support Excellence Dashboard BMC Analytics Remedy Knowledge Management (RKM) MHS Service Desk FUTURE: The Optimized MHS Service Desk

12 Near-Term Optimization Initiatives Remedy Knowledge Management Central store for Service Desk troubleshooting tools Available to MTFs How-to’s, decision trees, references, error messages & Problem solutions Excellence Dashboard Consolidated portal for near real-time reporting on Service Desk activities Spiral-type development. Soon available to PMOs to aid in “business actionable” decision-making BMC Analytics Automates standing report requests/requirements Customizable Internal Service Desk Training Cross Training, Coaching & Self-Paced Training

13 What You Can Do In Remedy Open Incidents Create an account to the mid-tier: Send Incident requests to: (NO PHI/PII IN BODY OF – MUST BE AN Check your Incident status Search your Incident via the mid-tier updates from Remedy when Analysts add information FUTURE: Quick look-up through the Dashboard Create advanced searches/ad hoc reporting BMC Analytics (requires separate account) Through Remedy Reporting tool Participate in customer surveys/send feedback

14 Remedy Customer Survey 1. Receive a confirmation message that your Incident has been processed and assigned an Incident Number 2. Receive confirmation that your Incident has been resolved, and that we’d like you to participate in our survey. 3. Go to the Survey link and tell us how we did!

MHSSD Excellence Dashboard