MHS Service Desk Overview by ejy64045

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									Health Budgets &
 Financial Policy




                    MHS Service Desk Overview


          TRICARE Data Quality Training Course
                            May 20, 2010
Health Budgets &
                                           Purpose
 Financial Policy




          • Information briefing:
                    – Provide overview of MHS Service Desk (formerly
                      MHS Help Desk) current operation:
                       • MHS Tier support structure
                       • MHS incident ticket (formerly trouble ticket) process
                    – Remedy has replaced ManageNow
                       • Implementation of Information Technology Infrastructure
                         Library (ITIL) processes/methodologies
                    – “Partnering” in data quality efforts
                    – Mar 2010 MHS Help Desk Trouble Ticket Report
                            Contract Scope
Health Budgets &
 Financial Policy



      • MHS Service Desk provides Tier I and II support for 22
        MHS systems/applications
              – CHCS, AHLTA, NMIS, CCQAS, EAS IV, TOL, CCE, TPOCS,
                DMLSS, DOEHRS-HC/IH/DR, SNPMIS, TMIP, M2, MCFAS,
                DMHRSi, MHS Learn, Essentris (CIS), PMITS, etc.
              – + 80 COTS products, devices, interfaces, Service legacies
                (GEMS, TEWLS, ICDB)

      • If call does not involve supported application, user helped
        to “best of our ability”
              – Broken EUD – trouble ticket passed to maintenance vendor/
                organization
              – B2B Gateway password reset – trouble ticket passed to DISA
              – TRICARE eligibility question – TOL caller referred to DMDC
              – Pharmacy Data Transaction Service (PDTS) – call passed to
                PDTS HD
Health Budgets &
                            Current Operation
 Financial Policy



      • MHS users contact MHS Service Desk with all
        issues not resolved locally (i.e., at Tier 0 –
        MTF/site)
              – Issues normally linked to specific application
              – After triage, MHS SD resolves issue or escalates ticket
                    • MHS Service Desk resolves 85% of all issues
                        – Technical issues emerge as subset of application problems; are
                          forwarded to Network Operations or Blades Operations Groups
                    • Unresolved issues (15%) include both functional & technical
                      problems
                        – Functional issues are escalated to Tier III (software
                          developer/integrator)
                        – Wide Area Network (WAN)/connectivity issues forwarded to DISA
                          / SPAWAR
                        – Hardware issues, often emerging from technical tickets,
                          forwarded to appropriate vendor
Health Budgets &
                       MHS Tier Support Structure
 Financial Policy



       • Tier 0 – Site support
                – Systems/database administrator, local information management
                  departments, or local help desk
       • Tier I – MHS Service Desk
                – Log problem and create incident ticket
                – Initial triage/document symptoms
       • Tier II – MHS Service Desk
                – Resolve basic/functional issues (subject matter experts)
                – Includes Network Operations and Blades Operations Groups
                    • Address connectivity/infrastructure issues

       • Tier III – Software developer or Defense Information
         Systems
                    Agency (DISA)
                – Address most complex issues
Health Budgets &
                            MHS Service Desk Process
 Financial Policy



                     User Contacts                               Yes
                                               Resolved?                No further action
                    MHS Service Desk


                                                       No


                                              Tier 1 creates                                  Yes (Functional Issues)
                                                                           Tier 1/2 SD
                                            Incident Ticket in
                                                                             resolve?
                                                 Remedy


                                                                            No
                                                                                                          Escalate to (or                        MHS Service Desk
                                                                          Infrastructure      No        created by) Tier 3
                                                                              issue?                     (SW Developer)                          Contract Scope
                                                                                                          for resolution
                                                                                   Yes                 (Functional Issues –
                                                                                                         SIRs & SCRs)
                                                                       Escalate to Network
                                                                       Operations or Blades
                                                                        Operations Groups
                                                                          for resolution




                                                                                              Yes
                                                                            Resolved?


                                                                                   No

                                                                        Escalate to DISA,
         Legend:                                                         SPAWAR, etc.                                         Ticket closed in
                                                                                                                                                  Email originator
         Both Functional & Technical Issues =                                  for                                               Remedy
                                                                           resolution
                   Functional Issues (Only) =
                       Technical Issues (Only) =
                          Incident Ticket Closure
Health Budgets &                       (since 19 July 09)
 Financial Policy




            • For all MHS support organizations (Tiers I, II
              or III):
                    – When Remedy incident ticket is placed in a “resolved” status,
                      e-mail notification with resolution summary is automatically
                      sent to incident requestor
                    – Requestor has five days to respond if they non-concur
                    – Incident is automatically moved into “closed” status unless
                      incident requestor non-concurs (via e-mail or phone)
            • Customer satisfaction surveys activated in
              Dec 09
                    – Generated when incidents are closed
                    – Currently limited to one survey per originator per week
                                  “Top 5” MHS Systems
Health Budgets &
                                             (Jul 09 – Sep 09)
 Financial Policy


                         Total
              Total     Tickets                                                                  MHS       Monthly
              Calls     Created     Month     DMHRSi        IAS        AHLTA         TOL        LEARN       Totals

             35525       29496      Jul-09     11106       2893         3364        2887         2675        22925

             39086       28570     Aug-09      10149       3285         2935        2602         2610        21581

             41424       29308     Sep-09      11371       3234         2982        2630         2578        22795
                                    Totals     32626       9412         9281         8119        7863


                                                                                                 MHS       Monthly
                                    Month     DMHRSi        IAS        AHLTA         TOL        LEARN       Totals

                            83%     Jul-09      38%         10%         11%          10%          9%           78%
                            73%    Aug-09       36%         11%         10%          9%           9%           76%
                            71%    Sep-09       39%         11%         10%          9%           9%           78%



                3rd Quarter in comparison to 2nd Quarter: DMHRSI increased from 32126 (1.5%), IAS increased from
                6098 (54%), AHLTA decreased from 14551 (36%), TOL decreased from 8260 (1.7%), and MHS LEARN
                decreased from 9331 (15.75%).
Health Budgets &
                                            Future
 Financial Policy



          • Using Remedy, implementation of Information Technology
            Infrastructure Library (ITIL) framework/processes
                    – Commercially accepted best business process for IT service
                      management
          • Phased Remedy Information Technology Service Management
            (ITSM) version 7.x Implementation
          • Remedy is Government Furnished Equipment (GFE), hosted by
            TIMPO
                    – Users must have DoD Common Access Card (CAC)
Health Budgets &
                               “Partnering”
 Financial Policy




          • MHS Service Desk supports the
            applications that code encounters, create
            third party bills and document MTF
            workload
                    – TPOCS, CCE, ADM, CHCS, EAS IV, AHLTA,
                      etc.
          • We support TMA data quality improvement
            efforts
                    – MHS Service Desk will assist in every way
                      possible
                    DQMC Workgroup
Health Budgets &
 Financial Policy      Oversight




    Monthly – DQMC Workgroup reviews Tier 3 escalation % for
    certain key systems.
Health Budgets &
 Financial Policy




                    Backup Information
Health Budgets &
                           Contact Information
 Financial Policy



         • MHS Service Desk:
                    – Telephone toll free (1-800-600-
                      9332)(CONUS) or by using country access
                      code (OCONUS)
                    – Fax: (210) 338-3435
                    – E-mail (for questions):
                      mhssc@timpo.osd.mil
                    – To request incident:
                      https://mhssc.timpo.osd.mil
Health Budgets &
                                   Acronym Definitions
 Financial Policy



      •   ADM – Ambulatory Data Module                            •   ITIL – Information Technology Infrastructure Library
      •   B2B – Business to Business                              •   ITSM – Information Technology Service Management
      •   CCE – Coding and Compliance Editor                      •   ICDB – Integrated Clinical Database
      •   CCQAS – Centralized Credentials and Quality Assurance   •   M2 – MHS Management Analysis and Reporting Tool
          System
      •   CHCS – Composite Health Care System                     • MCFAS – Managed Care Forecasting and Analysis
      •   CIS – Clinical Information System                         System
      •   CONUS – Continental United States                       • MHS – Military Health System
      •   CSR – Customer Service Representative                   • MHS NOC – MHS Network Operations Center
      •   CUD – Common User Database                              • MTF – Military Treatment Facility
      •   CY – Calendar Year                                      • NMIS – Nutritional Management Information System
      •   DISA – Defense Information Systems Agency               • OCONUS – Outside Continental United States
      •   DMDC – Defense Manpower Data Center                     • PDTS – Pharmacy Data Transaction Service
      •   DMHRSi – Defense Medical Human Resources System         • PMITS – Patient Movement Items Tracking System
          internet                                                • SCR – Software Change Request
      •   DMLSS – Defense Medical Logistics Standard System       • SIR – System Incident Report
      •   DOEHRS-HC – Defense Occupational and Environmental      • SNPMIS – Special Needs Program Management
          Health Readiness System – Hearing Conservation            Information System
      •   DOEHRS-IH/DR – DOEHRS – Industrial Hygiene/Data         • SPAWAR – Space and Naval Warfare Systems
          Repository                                                Command
      •   EAS IV – Expense Assignment System IV                   • SW – Software
      •   EUD – End User Device                                   • TEWLS – Theater Enterprise-Wide Logistics System
      •   GEMS – Global Expeditionary Medical System              • TMA – TRICARE Management Activity
      •   HD – Help Desk                                          • TMIP – Theater Medical Information Program
      •   ICDB – Integrated Clinical Database                     • TOL – TRICARE Online
                                                                  • TPOCS – Third Party Outpatient Collection System
                                                                  • TRICARE – Tri-Service Health Care

								
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