mhs service desk. mhs cyberinfrastructure services (mcis) team program management support mhssd...

MHS Service Desk

MHS Cyberinfrastructure Services (MCiS)

• TeAM Program Management Support MHSSD

• Program Manager MHS Service Desk

• Director SSD&T / CTO

• Director of Service Operations

Introductions


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.

• 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. COOP.

• 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 & 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• Mar 2012: Over 720 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

reportinghttps://timpodash.timpo.osd.mil


Service Operation


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.

• Process Team Leads: ITIL process team leads identified to help manage the execution of processes within the Service Desk environment. They are the identified “owners” of the processes.


Service OperationApplication Support

• Logs approximately 35,000 Incidents per month

• Provides Tier 2 support for the following major applications:– AHLTA − CHCS– DHMRSi − MHS Learn– TOL − DMLSS – IAS − CCQAS– ERA

• In addition to the core applications supported, the MHSSD supports over 180+ MHS applications with varying levels of service

• Maintains a Customer Satisfaction level of 4.83 out of 5.

• Resolves 70+% of all Incidents in-house

• March 2012 Planned : Verint Workforce Management tool– Provides tracking and trending of workforce utilization– Provides recommendations for improvements garnering improved customer

service across all shifts


Service OperationCommon Infrastructure Support

• Delivers centralized EBS system administration for over 1100 servers in 79 global locations for the following apps:– TOL − TPOCS– CCE − EWSR– Computrition − SIT-OHI – IXP − SNPMIS

– 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


Service OperationRemedy Overview - MHS Support Details

• Remedy is currently leveraged by the MHSSD as the primary incident capture system for all MHS application support activities.

• MCiS migrated from IBM’s ManageNow product to Remedy v7.1 in July 2009. Migration to v7.6 completed Sept 2011.

• Remedy is used by the MHS Service Desk, MHS Program Management Offices (PMOs), MHS Tier 3 Contractors, 3rd Party Support Vendors, and MTFs.

• Over 1,216,000 incidents have been captured using Remedy to date.

• The Remedy ITSM system is leveraged as a tool to support the creation of ITILv3 aligned service delivery processes.

• The data captured by the Remedy system is leveraged for decision support level data extracts that facilitate our PEO report, outage reporting to the MHS Enterprise, and also to drive the BMC Analytics and Excellence Dashboard data reporting tools.


Service OperationRemedy Overview - Leveraged Capabilities

• Incident Management

• Problem Management

• Asset, Change, & Configuration Management

• Knowledge Management

• Service Request Management


Service OperationMHSSD Monitoring Capabilities

MHS Cyberinfrastructure Services (MCiS) 14

Network Engineering and MonitoringUnscheduled Outages & Service Interruption Investigations


Continual Service Improvement


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

• Reporting: Provides enhanced reporting capabilities in support of MHS activities.

• Knowledge Management: Ensures availability, reliability and accuracy of all MHSSD knowledge


Continual Service ImprovementQuality 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

• March 2012: 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 ImprovementKnowledge 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


Q&A

mhs service desk. mhs cyberinfrastructure services (mcis) team program management support mhssd...

Documents

service slide

mhs service desk slide

service levels

mhs service desk intake

service desk environment

design transition slide

managed mhs systems

mhs hosted applications