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MHS Service Desk Overview. 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.

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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 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(SSD&T)
service strategy design transition mhssd excellence dashboard
Service Strategy, Design & TransitionMHSSD 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
service operation application support
Logs approximately 35,000 Incidents per month

Provides Tier 2 support for the following major applications:


TOL − MHS Learn − IAS


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 OperationApplication Support
service operation common infrastructure support
Delivers centralized system administration for over 1100 servers in 79 global locations for the following apps:


Computrition − EWSR − IXP


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

Service OperationCommon Infrastructure Support
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
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 ImprovementQuality Assurance & Quality Control
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:

E-Mail Communications

MHSSD At A Glance e-bulletin board

MHSSD In The Know newsletter

Continual Service ImprovementKnowledge Management