Skip to main content

Military Health System

MHS Service Helpdesk aims to simplify IT management across DHA

Image of 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:

Health Care Technology

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...

Getting Started with Adobe Connect

Publication
4/1/2020

This short Getting Started Guide helps MHS providers begin using Adobe Connect for virtual health care encounters with patients.

Recommended Content:

Health Care Technology | Mobile Apps | Telehealth Program

Adobe Connect Guidance for Patients

Publication
4/1/2020

A brief guide for MHS beneficiaries on best practices in using Adobe Connect for virtual health care visits with their provider.

Recommended Content:

Health Care Technology | Mobile Apps | Telehealth Program

Health Technologies for Patients

Publication
3/23/2020

This reference chart provides a cross-reference for health issues and the DoD mobile apps that support them.

Recommended Content:

Health Care Technology | Mobile Apps

Prescription for Connected Health Rx Pad

Publication
3/23/2020

This prescription pad gives health care providers a simple tool allowing them to "prescribe" mobile health technology to their patients.

Recommended Content:

Health Care Technology | Mobile Apps

Health Technologies for Service Members and Families

Publication
3/23/2020

This reference guide provides a brief overview of the most helpful apps for health developed by the DoD and VA.

Recommended Content:

Health Care Technology | Mobile Apps

Prescription for Connected Health Rx Pad

Publication
3/18/2020

This prescription pad gives health care providers a simple tool allowing them to "prescribe" mobile health technology to their patients.

Recommended Content:

Health Care Technology | Mobile Apps | Total Force Fitness

Health Technologies for Patients 2020

Publication
3/18/2020

This chart gives health care providers a quick overview of the health conditions supported by the currently available DoD mobile applications for health.

Recommended Content:

Health Care Technology | Mobile Apps | Total Force Fitness

Health Technologies for Service Members and Families 2020

Publication
3/18/2020

This reference guide provides a brief overview of the most helpful apps for health developed by the DoD and VA.

Recommended Content:

Health Care Technology | Mobile Apps | Total Force Fitness

DoD and VA Apps for Service Members

Publication
8/28/2019

Chart outlining the features of several DoD and VA mobile applications supporting health and readiness in service members and military families.

Recommended Content:

Mobile Apps | Health Care Technology

DoD and VA Mobile App Clinicians Guide

Publication
8/28/2019

This chart for health care providers identifies which DoD and VA mobile health apps provide resources and support for specific health conditions affecting service members.

Recommended Content:

Mobile Apps | Health Care Technology

DHA Prescription Pad for Connected Health

Publication
8/28/2019

Prescription pad created by DHA Connected Health permitting health care providers to "prescribe" mobile applications and websites supporting health and readiness.

Recommended Content:

Mobile Apps | Health Care Technology

Special Needs Program Management Information System (SNPMIS)

Fact Sheet
8/15/2019

SNPMIS documents and reports on services provided to TRICARE patients with special needs.

Recommended Content:

Health Care Technology | Solution Delivery Division

US DoD Mobile Health Practice Guide Fourth Edition Sept 2018

Publication
8/14/2019

US DoD Mobile Health Practice Guide, Fourth Edition, is a guide for clinical health care provider to aid them in integrating digital health technology into clinical practice.

Recommended Content:

Mobile Apps | Health Care Technology

Nutrition Management Information System (NMIS)

Fact Sheet
6/19/2019

NMIS is a fully integrated nutrition management system supporting military readiness and the war fighter worldwide.

Recommended Content:

Health Care Technology | Solution Delivery Division

Defense Occupational and Environmental Health Readiness System – Hearing Conservation (DOEHRS-HC)

Fact Sheet
6/17/2019

The Defense Occupational and Environmental Health Readiness System – Hearing Conservation (DOEHRS-HC) is an information system designed to support personal auditory readiness and help prevent hearing loss through early detection.

Recommended Content:

Health Care Technology | Hearing and Balance Injuries | Solution Delivery Division
<< < ... 6 7 8 9 10 > >> 
Showing results 76 - 90 Page 6 of 10
Refine your search
Last Updated: August 31, 2022
Follow us on Instagram Follow us on LinkedIn Follow us on Facebook Follow us on Twitter Follow us on YouTube Sign up on GovDelivery