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Transition from VSM to Keystone Edge scheduled Friday evening

Reminder: VITA’s transition from our service desk tool, VMware Service Manager (VSM), to Keystone Edge is scheduled for 8 p.m., Nov. 23, with Keystone Edge becoming available for agency use at 12:01 a.m. on Nov. 24.

During the cutover, VITA will provide updates when the migration begins and when it is complete. VSM will be unavailable beginning at 8 p.m. on Nov. 23. The VITA Customer Care Center (VCCC or service desk) will track tickets manually from 8 p.m. until midnight, after which Keystone Edge becomes available.

Once VITA and its supplier complete the cutover, the following resources are available to assist ticket resolvers:

  • Practice in the Keystone Edge training environment
  • Review the training course materials, videos and answers to frequently asked questions (FAQs) on the transition located here


Shifting to this new toolset for the service desk is an important step toward transitioning to the next generation of IT services for the Commonwealth of Virginia. Thank you very much for your continued support and assistance.