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Peterson to move to virtual Enterprise Service Desk

PETERSON AIR FORCE BASE, Colo. -- For the past three years, Peterson Air Force Base personnel with computer and/or e-mail problems were directed to contact the Air Force Enterprise Service Desk.  This process will change in October as the ESD transitions to a virtual construct and delivers users a Virtual Enterprise Service Desk.  All Air Force unclassified computers on the Peterson network will automatically receive the tool Oct. 13.

vESD is a software program that assists users in resolving computer problems on their own versus having to call the ESD.  vESD is accessed by clicking on an icon on the computer's desktop.  Once "clicked" vESD provides initial diagnosis and performs a series of basic queries to ensure the system is working properly.  Should the problem persist, users will then have the option of going through additional troubleshooting steps.  If vESD is unable to resolve the issue, users can create trouble tickets to escalate the issue.  In addition to problem-solving, vESD allows users to check on the current status of previously submitted trouble tickets.

Another benefit of vESD is the elimination of long hold-times when calling the ESD.  Previously, users who experienced account or network problems called a central customer service hub.  However, with a customer base of over 650,000 people, the ESD's automated phone system had been significantly overburdened, which led to a cascade of inefficiencies, and call wait times up to 30 minutes.  The vESD software aims to resolve customer problems without the wait time.

In addition, to the reduced queues and wait time, the ESD initiated several successful automation initiatives. One of these was the digital tool known as Information Assurance Officer Express. This tool was specifically developed to help address the three most common requests made to the ESD: creating new user accounts, known as provisioning, moving a user account between bases of assignment, and removing unneeded accounts from the Air Force network, known as de-provision.  Unit IAOs at Peterson are now able to access IAO Express to submit a number of common requests without the need to pick up the telephone. Once submitted, the request is prioritized and inserted into a batch file which is then automatically processed by Air Force Directory Services.

Together, vESD and IAO Express are the next steps in virtualizing customer support and directly support our charge to constantly look for smarter ways of doing business.

Peterson SFB Schriever SFBCheyenne Mountain SFSThule AB New Boston SFS Kaena Point SFS Maui