Written by Nate A.
In April 2013, ActioNet opened a hosted service desk initiative called ActioNetDesk™. Our first customer of the service utilized a branded version we call the National Service Desk, or NSDesk.
ActioNet transformed part of our Vienna HQ facility into a secure, spacious environment utilizing state of the art equipment to provide superior Tier I support services for our customers. ActioNet worked with our partners to design and implement a world class solution. A state of the art VOIP telephone system paired with a cloud-based ticketing system formed the backbone of the solution. Other accompaniments were added including white noise generators and an advanced AV system with large screen monitors and video switchers. ActioNet utilized the same project planning methodologies used for customers to track the project from inception through completion. There was a very aggressive 6 month turnaround where Vision was turned into Action.
FISMA moderate certification was the target for the system at launch with an eye towards FedRAMP. ActioNet recognized early on the need to provide a comprehensive solution with proven security built-in. The Vienna facility is outfitted with redundant infrastructure components and generator power as a backup. In addition to the high grade security, the Service Desk has a failover facility in the unlikely event of an outage in Vienna, Va.
The lessons learned from the build out have been leveraged several times since for other customers. While each customer situation was different, previous experiences were used to speed deployment where we found commonality.
Anytime a blank canvas is presented, the situation can be a challenge. In the case of building the ActioNetDesk™, ActioNet met the challenge head-on and succeeded.