FAA takes single help desk approach for aviation systems team

The Federal Aviation Administration has consolidated help desk service for its Office of Aviation Systems Standards.

The office, known as the AVN group, develops and evaluates airspace procedures and systems for FAA. To standardize support, reduce service delays and lower systems maintenance costs, the group's IT staff is now using Siebel Field Service software from Siebel Systems Inc. of San Mateo, Calif. It deployed the help desk application early this month.

'The value was allowing AVN to utilize an application that brings together all elements of automation support for the organization,' said Roland Herwig, spokesman for the FAA's Aeronautical Center and its Southwest Region.

By standardizing help desk service, the AVN group can more easily support 1,200 FAA employees, Herwig said. The previous help desk system did not include remote AVN offices.

'Setting up our own system will allow inclusion of six other sites that are not physically located with AVN headquarters,' he said.

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