“In late May, the Military Health System Service Helpdesk is set to replace the MHS’s legacy information technology system, Remedy, and will begin being used by Defense Health Agency’s Information Operations Division and at military medical treatment facilities.”
“The MHS Service Helpdesk provides the DHA the ability to simplify and automate processes across IT disciplines using a single user interface. The tool helps to reduce the cost of IT delivery, infrastructure and sustainment by rationalizing processes and technology using integrated data to enable compliant, secure, and timely delivery of IT services.”
“‘The MHS Service Helpdesk is a more robust tool that will improve automation, reporting and efficiency by allowing end user interaction,’ said Nora Crossan, project manager for the MHS Service Helpdesk. ‘It will allow end users to report issues, changes, and requests via the portal without having to wait on the phone to submit a work order. It also allows the user to track the status of work orders.'”
“According to Crossan, the primary issues addressed during the switch to the Helpdesk from Remedy were:
- Reducing the costs of service delivery, infrastructure, and sustainment
- Combining multiple disparate services
- Competing product and asset frameworks
- Reducing over-dependency on manual processes
- Continual focus on compliance and sustainability…” Read the full article here.
Source: MHS Service Helpdesk aims to simplify IT management across DHA – By Jacob Moore, May 25, 2021. Military Health System.
