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Keystone Edge service desk tool go live set for Nov. 23

Last week, VITA postponed the transition from our service desk tool, VMware Service Manager (VSM), to Keystone Edge because of unexpected challenges with migrating data and to allow additional time for testing. Those challenges have been resolved, and the transition is now scheduled for 8 p.m. Nov. 23, with Keystone Edge becoming available for agency use at 12:01 a.m. on Nov. 24.


Initial data migrations have been tested and are ready for the cutover. When the transition is complete, the new tool will house open tickets and historical tickets from the last 60 days. Closed tickets older than 60 days will be available from the legacy data warehouse for reports.


We will provide communication to let you know when the migration begins, as well as when it completes. VSM will be unavailable beginning at 8 p.m. on Nov. 23. The VCCC service desk will track tickets manually during this time until midnight on Nov. 23, after which Keystone Edge becomes available. A number of agencies will participate in data validation during the transition to make sure everything is working properly prior to go-live.


The VCCC service desk, suppliers, and agencies were trained on the new tool in early November. The following resources are available to support transition needs:


  • The Keystone Edge training environment
  • The training course materials, videos and answers to frequently asked questions on the transition located here


Thank you again for your patience as we navigate this transition and prepare to deliver the next generation of IT services to the Commonwealth of Virginia.