The U.S. Navy Enterprise Service Desk (NESD) provides centralized information technology services to Sailors, Marines, civilians, and their support systems, both afloat and ashore, around the globe. This includes 24/7/365 technical troubleshooting, self-service, standardized tools, reporting and more.
The Navy Program Executive Office for Digital and Enterprise Services is the Navy’s enterprise-wide information technology acquisition arm. Today, it is working to digitally transform key systems in order to evolve and deliver modern capabilities and technologies that will enable the Navy to maintain its competitive edge while also meeting demands from its user communities.
GDIT was selected to support this important work as the sole Managed Service Provider, offering Service Desk as a Service capabilities intended to evolve the Navy’s Tier-1 IT service desks from their current status as human-centered, subject matter expert-based systems to a single, powerful knowledge-based solution.
The GDIT solution, which will support thousands of Navy personnel around the globe, will be underpinned by a modernized infrastructure hosted in a secure AWS GovCloud IL4 (ultimately IL6) cloud environment and will leverage artificial intelligence, machine learning, predictive analytics, and natural language processing to create an adaptive solution that becomes “smarter” with every transaction. This paves the way for the Navy to continue to accelerate its adoption of more efficient and effective IT support across the Navy Systems Commands. Ultimately, it will enable Sailors, Marines, and civilians to more quickly and efficiently achieve critical mission outcomes.
“This work is so important and foundational to the Navy’s overall modernization efforts,” said Travis Dawson, NESD program manager at GDIT. “We are thrilled to be a part of the Navy’s continued technological modernization in support of essential missions around the world and across its oceans.”
The application of secure automation and analytic technology that can pinpoint information, resolve incidents, and predict and mitigate issues before they become problematic will help the customer in myriad ways. It will help optimize service delivery, drive efficiencies, and reduce costs for the Navy, all while improving the overall user experience.
This critically important modernization effort will build an even better performing Navy Enterprise Service Desk today, and one that more seamlessly and rapidly evolves in the future. This service desk transformation, together with the secure implementation of forward-leading technologies, aligns with the Navy’s strategic goals of bringing its infrastructure to parity with industry; driving capabilities and outcomes that deliver a competitive advantage; and enabling the Navy to “defend forward” with robust information protection and analysis capabilities.
Dawson added, “GDIT remains committed to the Navy’s IT transformation and is proud to continue our long partnership with the Navy to modernize its Enterprise Service Desk and advance its strategic, mission-focused goals.”
This is a complex, yet essential effort that will enable Sailors, Marines, and civilians to quickly get back to the mission. It’s also yet another example of GDIT’s ability to bring the art of the possible to our customers, and then to make it happen in meaningful and impactful ways.