HomeNewsArticle Display

Buckley receives new tool for tech troubles

BUCKLEY AIR FORCE BASE, Colo. -- All Air Force unclassified computers on the Buckley network will begin automatically receiving the Virtual Enterprise Service Desk, or vESD, application Nov. 17.

Over the past three years, Team Buckley members with computer or e-mail problems were directed to contact the Air Force Enterprise Service Desk.  This process has changed as the ESD transitions to a virtual construct and delivers to users the vESD.

vESD is a software program that assists users in resolving computer problems on their own versus having to call the Air Force ESD.  The tool is accessed by clicking on an icon on the computer's desktop.  Once clicked, vESD provides initial diagnosis and performs a series of basic queries to ensure the system is working properly. Should the problem persist, users will then have the option of going through additional troubleshooting steps.

If vESD is unable to resolve the issue, users can contact their unit information assurance officer, or IAO, to create trouble tickets to escalate the issue. In addition to problem solving, vESD allows users to check on the current status of previously submitted trouble tickets.

Another benefit of vESD is the elimination of long hold times when calling the Air Force ESD.  Previously, users who experienced account or network problems over the last few years have called a central customer service hub. However, with a customer base of more than 650,000 people, the ESD's automated phone system had been significantly overburdened, which led to a cascade of inefficiencies and call wait times up to 45 minutes.

The vESD software aims to resolve customer problems without the wait time.

In addition, to reduce the queues and wait time, the ESD initiated several successful automation initiatives. One of these was the digital tool known as IAO Express. This tool was specifically developed to help address the three most common requests made to the ESD: creating new user accounts, known as provisioning; moving a user account between bases of assignment; and removing unneeded accounts from the Air Force network, known as de-provision.

Unit IAOs at Buckley AFB are now able to access IAO Express to submit a number of common requests without the need to pick up the telephone. Once submitted, the request is prioritized and inserted into a batch file which is then automatically processed by Air Force Directory Services.

Together, vESD and IAO Express are the next steps in virtualizing customer support and directly support our charge to constantly look for smarter ways of doing business.

A vESD User Guide will be available with the tool, and more information as well as the vESD User's Guide can currently be found on the ESD Portal.
USAF Comments Policy
If you wish to comment, use the text box below. AF reserves the right to modify this policy at any time.

This is a moderated forum. That means all comments will be reviewed before posting. In addition, we expect that participants will treat each other, as well as our agency and our employees, with respect. We will not post comments that contain abusive or vulgar language, spam, hate speech, personal attacks, violate EEO policy, are offensive to other or similar content. We will not post comments that are spam, are clearly "off topic", promote services or products, infringe copyright protected material, or contain any links that don't contribute to the discussion. Comments that make unsupported accusations will also not be posted. The AF and the AF alone will make a determination as to which comments will be posted. Any references to commercial entities, products, services, or other non-governmental organizations or individuals that remain on the site are provided solely for the information of individuals using this page. These references are not intended to reflect the opinion of the AF, DoD, the United States, or its officers or employees concerning the significance, priority, or importance to be given the referenced entity, product, service, or organization. Such references are not an official or personal endorsement of any product, person, or service, and may not be quoted or reproduced for the purpose of stating or implying AF endorsement or approval of any product, person, or service.

Any comments that report criminal activity including: suicidal behaviour or sexual assault will be reported to appropriate authorities including OSI. This forum is not:

  • This forum is not to be used to report criminal activity. If you have information for law enforcement, please contact OSI or your local police agency.
  • Do not submit unsolicited proposals, or other business ideas or inquiries to this forum. This site is not to be used for contracting or commercial business.
  • This forum may not be used for the submission of any claim, demand, informal or formal complaint, or any other form of legal and/or administrative notice or process, or for the exhaustion of any legal and/or administrative remedy.

AF does not guarantee or warrant that any information posted by individuals on this forum is correct, and disclaims any liability for any loss or damage resulting from reliance on any such information. AF may not be able to verify, does not warrant or guarantee, and assumes no liability for anything posted on this website by any other person. AF does not endorse, support or otherwise promote any private or commercial entity or the information, products or services contained on those websites that may be reached through links on our website.

Members of the media are asked to send questions to the public affairs through their normal channels and to refrain from submitting questions here as comments. Reporter questions will not be posted. We recognize that the Web is a 24/7 medium, and your comments are welcome at any time. However, given the need to manage federal resources, moderating and posting of comments will occur during regular business hours Monday through Friday. Comments submitted after hours or on weekends will be read and posted as early as possible; in most cases, this means the next business day.

For the benefit of robust discussion, we ask that comments remain "on-topic." This means that comments will be posted only as it relates to the topic that is being discussed within the blog post. The views expressed on the site by non-federal commentators do not necessarily reflect the official views of the AF or the Federal Government.

To protect your own privacy and the privacy of others, please do not include personally identifiable information, such as name, Social Security number, DoD ID number, OSI Case number, phone numbers or email addresses in the body of your comment. If you do voluntarily include personally identifiable information in your comment, such as your name, that comment may or may not be posted on the page. If your comment is posted, your name will not be redacted or removed. In no circumstances will comments be posted that contain Social Security numbers, DoD ID numbers, OSI case numbers, addresses, email address or phone numbers. The default for the posting of comments is "anonymous", but if you opt not to, any information, including your login name, may be displayed on our site.

Thank you for taking the time to read this comment policy. We encourage your participation in our discussion and look forward to an active exchange of ideas.