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.
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 ImprovementIntroduction
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 serviceService Strategy, Design & Transition(SSD&T)
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
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 shiftsService OperationApplication Support
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 monitoringService OperationCommon Infrastructure Support
Quality Assurance & Quality Control: provides monitoring, tracking, reporting and recommendations for improvement
Knowledge Management: ensures availability, reliability and accuracy of all MHSSD knowledgeContinual Service Improvement
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 opportunitiesContinual Service ImprovementQuality Assurance & Quality Control
Ensures timely processing of requests for new knowledge and knowledge updates
Disseminates information to MHSSD personnel through various vehicles:
MHSSD At A Glance e-bulletin board
MHSSD In The Know newsletterContinual Service ImprovementKnowledge Management