August 2010

1. Mr David Mills, MHS Gov Service DeskManager TIMPO MHS Service Desk August 2010

2. Introductions MHS Service Desk Manager (GOV TM) 2

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

4. PAST:The BOC, The NOC & The Help Desk MHS 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 NOC BOC 4

5. PRESENT:The MHS Service Desk MHS Help 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 BOC NOC MHS Service Desk 5

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 157 personnel supporting 32 core MHS applications and facilitating incident resolution for over 100 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 TIMPO and its customers within the MHS. • Leverages Remedy 7.x for tracking on average well over 32,000 incidents a month. • Utilizes ITILv3 best practices and has completed rolling out several core process areas including Incident, Problem, and Event Management processes. We are currently focused on implementing the Knowledge, Asset, and Configuration Management processes. • System Administration team currently supports over 500 virtual servers worldwide hosting 11 MHS applications on the MHS Enterprise Blade Servers (EBS) at 76 different MTFs located around the globe. • Network Monitoring and Engineering teams actively monitor network connectivity and application performance at over 148 MTFs worldwide. 6

7. User’s Perspective 7

8. Network OperationsUnscheduled Outages & Service Interruption Investigations 8

9. Help Us Help You • 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 & mhssd_quality@timpo.osd.mil 9

10. Help Us Help You • Add our phone numbers to your speed-dial: • 1-800-600-9332 • DSN: 312-838-3000 • Our commercial prefix: (210) 388-xxxx • Our DSN prefix: (312)-838 • And our email: • mhssc@timpo.osd.mil (to submit an e-mail incident) • mhssd_quality@timpo.osd.mil – for comments, questions, concerns • mhssd_<xxxx>@timpo.osd.mil – Distro groups (like Monitoring) 10

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

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 • https://timpodash.timpo.osd.mil/ • BMC Analytics • Automates standing report requests/requirements • Customizable • Internal Service Desk Training • Cross Training, Coaching & Self-Paced Training 12

13. What You Can Do In Remedy • Open Incidents • Create an account to the mid-tier: https://mhssc.timpo.osd.mil • Send Incident requests to: mhssc@timpo.osd.mil(NO PHI/PII IN BODY OF E-MAIL – MUST BE AN ATTACHMENT) • Check your Incident status • Search your Incident via the mid-tier • E-mail 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 13

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! 14

15. MSSD Excellence Portalhttps://timpodash.timpo.osd.mil/