Adams Communication & Engineering Technology

National Service Desk

DEPARTMENT OF VETERANS AFFAIRS

Office of Information & Technology (OIT)

Service Delivery and Engineering (SDE)


National Service Desk

The mission of the Department of Veterans Affairs (VA), Office of Information & Technology (OIT), Service Delivery and Engineering (SDE)/National Service Desk (NSD) is to provide benefits and services to Veterans of the United States.  In meeting these goals, the National Service Desk strives to provide high quality, effective, and efficient Information Technology (IT) services to those responsible for providing care to the Veterans at the point-of-care as well as throughout all the points of the VA’s service locations in an effective, timely and compassionate manner.  The National Service Desk provides a central point of contact for enterprise-class IT service and support, as well as outage notifications and information dissemination in VA 24 hours per day, 7 days per week, 365 days per year (24/7/365).  The National Service Desk function operates throughout the VA and is a virtual organization with many locations.  Without this coverage, users throughout the VA will be without an immediate, first line of support for hardware, software and connectivity problems.  The need for continuity of these services is identified as “Highly Critical” in the organization’s Emergency Operations Plan (EOP).  The nature of the calls will range from software to hardware to connectivity issues and requests for new services will vary in complexity.  The urgency may be directly affected by extremely short lead times or by the sensitivity of sources outside VA.

NSD – Tuscaloosa, as part of the larger National Service Desk, provides a central point of contact for enterprise-class IT service and support via phone and email, as well as outage notifications and information dissemination in VA 24 hours per day, 7 days per week, 365 days per year (24/7/365). NSD - Tuscaloosa operates out of the Tuscaloosa Field Office, while maintaining a secondary operation at the Hines Field Office (Illinois) and minimal staff at the Silver Spring Field Office (Maryland).

The Enterprise Support Solution (ESS) Team, which includes a small contingent of remote staffs, is based out of the Tuscaloosa Field Office. The team is responsible for the administration, deployment, managementand support of VA’s enterprise-class Information Technology Service Management (ITSM) tools and technologies resident in the ESS System that are used to provide IT Service Delivery and Service Support VA-wide. The ESS System is an enterprise-class support management system comprised of commercial call management and IT Service Request management applications, databases, systems and related components adapted for VA use.