1. MHS Service Desk

2. MHS Cyberinfrastructure Services (MCiS) TeAM Program Management Support MHSSD Program Manager MHS Service Desk Director SSD&T / CTO Director of Service Operations Introductions

3. MHS Cyberinfrastructure Services (MCiS) 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

4. MHS Cyberinfrastructure Services (MCiS) Service Strategy, Design & Transition

5. MHS Cyberinfrastructure Services (MCiS) 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

6. MHS Cyberinfrastructure Services (MCiS) Service Strategy, Design & Transition MHSSD 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 reporting https://timpodash.timpo.osd.mil

7. MHS Cyberinfrastructure Services (MCiS) Service Operation

8. MHS Cyberinfrastructure Services (MCiS) 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.

9. MHS Cyberinfrastructure Services (MCiS) Service Operation Application 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

10. MHS Cyberinfrastructure Services (MCiS) Service Operation Common 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

11. MHS Cyberinfrastructure Services (MCiS) Service Operation Remedy 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, 3 rd 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.

12. MHS Cyberinfrastructure Services (MCiS) Service Operation Remedy Overview - Leveraged Capabilities Incident Management Problem Management Asset, Change, & Configuration Management Knowledge Management Service Request Management

13. MHS Cyberinfrastructure Services (MCiS) Service Operation MHSSD Monitoring Capabilities

14. MHS Cyberinfrastructure Services (MCiS) 14 Network Engineering and Monitoring Unscheduled Outages & Service Interruption Investigations

15. MHS Cyberinfrastructure Services (MCiS) Continual Service Improvement

16. MHS Cyberinfrastructure Services (MCiS) 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

17. MHS Cyberinfrastructure Services (MCiS) 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 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

18. MHS Cyberinfrastructure Services (MCiS) 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

19. MHS Cyberinfrastructure Services (MCiS) Q&A