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11-26-18

Successful transition to new service desk tool

To all AITRs:

 
          Weekend’s move to new service desk tool successfully completed

 
Over the weekend, VITA successfully transitioned the VITA Customer Care Center (VCCC or service desk) from the antiquated VMware Service Manager (VSM) software tool to Keystone Edge. The Keystone Edge tool offers more flexibility and transparency. This move is an important step as the commonwealth moves from a single supplier to a multisupplier information technology (IT) infrastructure environment Dec. 15. Keystone Edge is the tool through which all suppliers soon will offer services.

 
All data was migrated as expected and agency employees should notice only minor changes. Some issues have been identified.These issues have been classified and prioritized and are being worked. The next few days may not be as smooth as we like as we run the application in a live operational environment and see increased volume.

 
All open tickets were migrated into Keystone Edge. There is no need to re-enter existing tickets. Notifications received from the VCCC will have a different look, but will convey the same, necessary information. On Dec. 15, the full VITA service portal will launch, offering additional options to order services, receive information and interact with the VCCC and support teams. VCCC services will continue to be available via phone and email.

 
As part of this transition, the internal agency operations center (ITOC) is being rebranded as the joint operations center (JOC). Please note that the JOC will perform in the same manner as the ITOC and this is a change in name only. You can expect the same end-user experience when interacting with the JOC as when you interacted with the ITOC.

 
Successfully 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. VITA and our supplier extend a sincere thank you to the 20 agencies that used VSM for their efforts over the weekend in helping move their agencies and the commonwealth to the Keystone Edge tool. Thank you all for your continued support of these transition efforts.