Air Force IT Remedy System

Information Technology (IT) Service Management is the framework and imbedded processes by which an IT organization both manages the services it provides and delivers those services to customers (Drogseth, 2015). There are many different approaches to Service Management but its overall effectiveness is the lifeblood of any IT organization. The United States Air Force utilizes the Remedy system to automate Service Management functions for its cyber enterprise networks. Remedy provides the various system users multiple features to streamline and optimize their respective Service Management functions. Without careful planning there are some problems Remedy can create; however, when utilized properly the system provides users with a powerful Service Management tool. Identifying the users who interface with Remedy is the first step to understanding its importance to Air Force IT organizations.
Characteristics of the Users of the System Remedy provides a number of functions for different classes of organizational users. These user classes can be broken down into three generic categories: Remedy Administrators, Technicians and Performance Monitors. Each category
At the technician level, Remedy provides a clearly defined list of prioritized work. It also enables technicians to quickly perform necessary actions and route work to other work centers to complete their portion of work. Remedy’s database provides a historic database users can search for previous troubleshooting actions and quickly reference specific tickets for customer inquiry. All of Remedy’s features are designed to improve organizational efficiency. If utilized properly, Remedy increases technician productivity by automating Service Management administrative functions thereby maximizing technician time spent producing output. That directly influences the company’s bottom