The AFMC SCC ESDS is a completely secure and customizable web-based application
that enables organizations to streamline their
technical support process. The application brings balance and discipline
for harmonizing requirements, development, maintenance, and sustainment
to support fielding and support of software intensive systems. Problem
and resolution repositories, electronic access to software, technical
publications, and documents, and an interactive user forum provide
higher readiness and shorter response times to the implementation
and problem resolutions. The AFMC SCC ESDS ensures that problems and the need
for changes are controlled and organized, historically maintained,
and expedited through predetermined configuration control and management
processes in support of the Warfighter.
The AFMC SCC ESDS Problem
reports are controlled and organized along predetermined management
and system processes, synchronizing with requirements, and
implemented to ensure that they operate synergistically from an integrated
operational perspective in support of the Warfighter.
24/7 Electronic Distribution & Virtual Help Desk System
This system was designed specifically to support a wide variety of
DoD hardware systems and software applications, thus setting it apart
from any commercial help desk application. The system complies with
all DoD standards and restrictions for Internet based code and architecture.
Most commercial products currently use either unaccredited Java Applets
or ActiveX, both of which are restricted by the DoD in publicly accessible
websites. Additionally, this system is completely customizable to meet
the specific needs of any organization. Problem tracking and resolution
has become significantly more efficient within organizations that are
using the Global Support Center.
The system is a simple but powerful
application that makes it easy to track and resolve reported problems
by communicating instantly with administrators, subject matter experts,
managers, and end users regardless of their location. The system provides
users an easy and effective way to either search a database for a resolution
to their problem or to submit the problem for evaluation and resolution
by a subject matter expert.
Some of the features and benefits of the Global Support Center include:
Distributed Help Desk – Capable
of tracking data from multiple servers at multiple locations,
data from remote locations to a centralized server.
customizable and configurable application and database.
Web-based – No client side software (other than a
browser) required to be loaded on an end user workstation.
Electronic User Notification for resolved issues, general
bulletins, or software patches via email, text capable
pager, or mobile phone.
- Supports multiple organizations, projects,
or military systems with the ability to completely segregate users, administrators, and data for each respective system.
- Sophisticated Incident and Problem Reporting with the ability to attach external files and
dynamically configure organizational or military system specific data fields.
Incident/Problem Notification & Resolution
via pager or mobile phone.
Escalation of Incident Reports.
Searchable Comprehensive Problem Resolution/Knowledge Base
Collaboration Forum & Chat Room with Online
Access to System Technical Publications & Support
Management and Sharing capability.
Online Ordering and Electronic Distribution of Software capability
version control, and COTS license tracking.
Application Integration for web-enabled mobile phones, PDA’s,
or similar devices.
array of Reporting by Incident, Originator, Status, or Problem
Date and other attributes
(with export capability to Microsoft Excel & Word formats).
capability to link help desk application directly to or from
associated technical document(s)
Form 2028 (Technical Publication Change Request Form) web