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 worked closely with the Air Force Medical Operations Agency (AFMOA) to craft an Enterprise Service Desk (ESD) strategy that would standardize IT help desk services and support across 70+ Air Force Military Treatment Facilities (MTFs), 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 new ESD, as envisioned, will receive, track, resolve and/or otherwise dispatch all requests for customer assistance and is being developed to accept requests via telephone, in person, electronic mail (e-mail), or web ticket. Anticipated customer assistance will include support for 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 any other AFMS Enterprise Service Desks.