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Home > DCS > S6/Information Mgmt > Service & Support > ESD  

AMEDD has embarked upon an Enterprise Service Desk (ESD) consolidation program that, upon project completion, will provide 24/365 Help Desk support to over 80,000 AMEDD end users. The ESD will serve as a single-point-of-contact Service Desk for AMEDD for all technical issues where technicians assist end users with a broad range of issues, including desktop support, connectivity and configuration problems, mailbox configurations, and distributing software and tracking licenses for the enterprise.

ESD Objectives

Deploy a single Enterprise Service Desk for the entire MEDCOM infrastructure achieving a lower cost than maintaining multiple
service desks at many locations.

Perform Incident Management activities according to the defined Incident Management process, policies, procedures,
and work instructions.

Providing consistent, high-quality Service Desk support to all (local and remote) MEDCOM customers.

Ensuring that all identified Incidents are captured, prioritized, categorized, and recorded in the Service Management
Application, and resolved within the agreed service levels.

Managing the restoration of normal operational service within their area of expertise while minimizing impact on the end user
within agreed service levels and business priorities.

Supporting the Enterprise Service Desk agents and Incident Management process by providing accurate, up-to-date
information and recording it in the Remedy Application.

Establishing complete and mature Service Desk procedures that include incident, problem, escalation, change, and
configuration management.

Allocating Incident records to the correct internal or external Support group if unable to initially resolve the Incident.

ESD Link Site: (please visit the site to place a Remedy ticket for all IT issues)


DSN: (315) 765-4394