Information Technology Modernization (ITM) Services

As the Air Force Medical Service (AFMS) continues to modernize the services and technologies that provide high quality healthcare, it has become necessary to reinvent the service model to effectively and efficiently manage the limited resources and unlimited service level expectations.

IWA staffs an Enterprise Service Desk (ESD) created to standardize IT help desk services and support, and be solely responsible for the closed loop IT service management for all AFMS users, including the requests serviced by other providers such as AF network operations and MHS provided applications.  The ESD receives, tracks, resolves and/or otherwise dispatches all requests for customer assistance and is being developed to accept requests via telephone, in person, electronic mail (e-mail), or web ticket. Customer assistance includes supporting the use of desktop computers (PCs), the software loaded on those PCs and all peripheral devices connected to those PCs (e.g., monitors, keyboards, mice, printers, scanners, and biometric and smartcard devices, etc.).  Additional support may include network and network services as determined by the Service Level Agreements negotiated with other AFMS Enterprise Service Desks.