The Department of Veterans Affairs’ (VA) service desk receives an average of 55,000 calls per week from VA personnel and contractors seeking IT support. Making sure those calls are appropriately routed and resolved quickly and efficiently is key.

How can the VA administer consistent, on-demand support and access to systems and records to front-line doctors, benefits staff, and other professionals serving America’s veterans?

GDIT, with the help of ServiceNow, supported the VA’s service desk operations to:

• Enhance customer experiences
• Drive self-service to create additional cost savings and resource efficiency
• Support employees working remotely by managing access and security