Back to Top Skip to main content Skip to sub-navigation

MHS Service Helpdesk aims to simplify IT management across DHA

Screenshot of the Help Desk homepage The MHS Service Helpdesk provides the DHA the ability to simplify and automate processes across IT disciplines using a single user interface (Screenshot courtesy of Defense Health Agency Strategic Communication Division).

Recommended Content:

Technology | MHS Service Helpdesk

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

DHA's Information Operations Division owns the tool, while the Solutions Delivery Division is responsible for its overall management.

Crossan said the change will mostly affect IT staff within the DHA and at MTFs.

"End users will gain a new capability and the DHA Global Support Center (GSC) will have a reduction in the amount of time spent on the phone working to report and open tickets for stakeholders," she said. "The robust dashboard and reporting capabilities will save man-hours and allow quickly accessible data."

The least impacted audience will be MTF beneficiaries, said Crossan.

"They will still have the ability to call or email the GSC with any issues that need to be reported," she said.

Users can visit the MHS Service Helpdesk website on a Common Access Card-enabled government computer to get the most up-to-date news, training information, frequently asked questions and more.

As of May 28, all new tickets will be created in the MHS Service Helpdesk. Ticket owners will continue to have access to close open tickets in Remedy through June 25.

You also may be interested in...

DHA’s Mobile Apps Can Help You with Overall Wellness

Article
9/30/2021
A smartphone user using the DHA's Air Force MissionFit app

Healthcare and wellness apps developed by the DHA are proliferating.

Recommended Content:

Technology

Since 9/11, These 8 Military Medical Advancements are Saving Lives

Article
9/14/2021
Retired U.S. Army Sgt. Derek Weida jokes with a physician during his prosthetic leg fitting at a prosthetics clinic in Las Vegas in April 2018.

Years of military conflict in Iraq and Afghanistan brought innovations that completely transformed the Military Health System's approach to combat casualty care. Here's a list of just a few ways military medicine has evolved in the two decades since the 9/11 attacks.

Recommended Content:

Research and Innovation | Technology | MHS Remembers 9/11 | 20th Anniversary of 9/11: Call-to-Action

Federal leaders highlight electronic health record changes at HIMSS

Article
8/31/2021
Federal leaders being interviewed

The new Federal electronic health record delivers data to healthcare teams wherever a patient receives treatment.

Recommended Content:

Technology | Federal Electronic Health Record Modernization (FEHRM) Program Office | Electronic Health Record: MHS GENESIS

Ready Reliable Care Framework is Improving MHS Patient Care

Article
8/18/2021
Ready Reliable Care is the Military Health System's framework for ensuring high-quality health care across the force.

The Military Health System's Ready Reliable Care framework helps ensure high-quality health care for all service members, veterans and their families.

Recommended Content:

Research and Innovation | Technology | Readiness Capabilities | Ready Reliable Care | MHS GENESIS

DOD's Whole of Government Approach to COVID is Working, Says Adirim

Article
8/13/2021
Dr. Terry Adirim, acting assistant secretary of defense for health affairs, right, speaks during a panel discussion.

Dr. Terry Adirim, said she has been impressed by the DOD’s COVID-19 response since taking over as ASDHA, and that adaptation and innovation have played key parts in that response.

Recommended Content:

COVID-19 Vaccine Efforts | Technology | Telehealth Program | Military Health System Transformation

DHA-PI 8400.02 Financial Management of Information Technology Systems and Services

Policy

Establishes the Defense Health Agency’s (DHA) procedures to provide overarching guidance, implement procedures, and manage aspects of the Defense Health Program’s (DHP) Financial Management of Information Technology (IT), Systems and Services for the Military Health System (MHS) enterprise. The established procedures apply across the DHA components to include Military Medical Treatment Facilities (MTFs) and Other Lines-of-Business (OLB). Directs the use of Ektropy, the Information Operations (IO) web-based IT planning ledger, to identify all DHP-funded IT personnel and IT-related expenditures, across all Budget Activity Groups (BAGs) and across the Future Years Defense Program (FYDP).

  • Identification #: 8400.02
  • Date: 8/2/2021
  • Type: DHA Procedural Instruction
  • Topics: Technology

Revamped Virtual Med Center Makes Health Care Feel Like a Video Game

Article
7/26/2021
Picture of the Virtual Medical Center

The Virtual Medical Center, a joint Department of Defense/VA incentive, is relaunching by the end of summer, leveraging emerging technologies to increase and improve accessibility, convenience, and efficiency of medical care for all registered users.

Recommended Content:

Technology | Research and Innovation

DHA releases App to Support Service Member Recovery

Article
7/26/2021
Infographic for the Antidepressant Adherence app

To ensure that military beneficiaries receive the support they need to continue on their mental wellness journey, the Antidepressant Adherence app supports those taking medication

Recommended Content:

Psychological Fitness | Depression | Technology

Connected Health Hosts First DHA Digital Health Virtual Summit

Article
6/16/2021
Graphic about the DHA Digital Health Virtual Summit

The Defense Health Agency Connected Health branch hosted the inaugural DHA Digital Health Virtual Summit that provided insight on the accelerated world of digital health in the Military Health System.

Recommended Content:

Technology | Defense Health Agency

ADVISOR brings support to medical personnel in austere environments

Article
5/27/2021
Photo of Michael Kile, LPN, the operational readiness program manger

The Military Health System offers the Advanced Virtual Support for Operational Forces program, or ADVISOR, for remote military medical professionals.

Recommended Content:

Technology | Combat Support | Health Readiness

MHS Service Helpdesk

Video
5/27/2021
MHS Service Helpdesk

Military Health System (MHS) Service Helpdesk is an information technology (IT) tool that provides the Defense Health Agency (DHA) the ability to simplify and automate processes in all IT disciplines using a single system of action and 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.

Recommended Content:

MHS Service Helpdesk

Nurse and Tech Week: Air Force airmen are battle-tested and ready

Article
5/6/2021
12 COVID-19 patients aboard a C-17 Globemaster III aircraft

For the past year, Air Force nurses and medical technicians have found themselves on the front lines in the battle against the COVID-19 disease.

Recommended Content:

COVID-19 Vaccine Toolkit | National Nurses Week | Technology | Nurses Week | Mental Health Toolkit | COVID-19 Vaccine Toolkit | Coronavirus

MHS Service Helpdesk

Fact Sheet
5/6/2021

Fact Sheet

Recommended Content:

MHS Service Helpdesk

MHS Service Helpdesk MHS Leaders Benefits

Fact Sheet
5/6/2021

MHS Service Helpdesk MHS Leaders Benefits Flyer

Recommended Content:

MHS Service Helpdesk

MHS Service Helpdesk IT Support Personnel Benefits

Fact Sheet
5/6/2021

MHS Service Helpdesk IT Support Personnel Benefits Flyer

Recommended Content:

MHS Service Helpdesk
<< < 1 2 3 4 5  ... > >> 
Showing results 1 - 15 Page 1 of 8

DHA Address: 7700 Arlington Boulevard | Suite 5101 | Falls Church, VA | 22042-5101

Some documents are presented in Portable Document Format (PDF). A PDF reader is required for viewing. Download a PDF Reader or learn more about PDFs.