The Office of Information and Technology’s (OIT) End User Services (EUS) division maintains and oversees the IT support systems crucial for VA employees to serve Veterans, their families, and caregivers effectively.
EUS offers a comprehensive list of products and services tailored to meet the diverse needs of our workforce. This includes IT Service Management, which encompasses the identification and resolution of major incidents, event management, and monitoring. Endpoint End User Management covers the development, implementation, and deployment of state-of-the-art technologies to desktops and mobile devices across the enterprise. Additionally, EUS provides Activations and Implementation Support, which covers deploying new IT processes, capabilities, and system installs in the field.
The Enterprise Service Desk (ESD) is VA’s single point of contact for providing Tier 1 IT support. The ESD includes the Knowledge Management team, which oversees a robust knowledge article repository, and the Conference Management team, which supports teleconferencing needs across the enterprise. Corporate Facilities Management oversees space planning and lease agreements and ensures utilities are in place while establishing safe and secure IT environments.
Some examples of our work include
- Enhancements and maintenance of the yourIT Service Portal (our help desk platform) and its self-service page, including a new virtual chatbot named Abel.
- Efforts to reduce the Mean Time to Repair for major incidents so enterprise or site-specific downtime is reduced or eliminated for critical systems.
- A new Bring Your Own Device program, still in the pilot phase, allows employees greater access to VA software and systems while on the go.
- The Ready Day One initiative pulls diverse teams together to ensure new hires have the equipment and resources they need to start work on their first day. In FY23, nearly 160,000 GFEs were issued, and over 130,000 accounts were provisioned.
