The Department of the Air Force has launched the Enterprise Service Desk, or ESD, an artificial intelligence-powered enterprise-IT-as-a-service, or EITaaS, that provides IT support across the U.S. Air and Space Forces. Currently underway, Wave One of the EITaaS is already transforming the DAF IT services from a base-centric delivery model to an enterprise service model, the service branch reported Wednesday.
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Enterprise Service Desk Features
The ESD serves as a virtual agent that can handle a wide range of technical questions from airmen and guardians, allowing military personnel to troubleshoot issues. Powered by AI, the system is available to provide immediate assistance every day, whether morning or night.
“The ESD connects Airmen and Guardians to responsive technical support, enabling swift access to IT support services,” commented Venice Goodwine, chief information officer for DAF and a two-time Wash100 Award recipient. “Through enhanced availability, IT issue resolution is significantly faster, which helps with overall efficiency for users.”
The ESD is also designed to streamline processes for airmen and guardians and reduce downtime, ensuring that military personnel can use their time to carry out more important tasks. The platform can conduct more trivial tasks such as scheduling an appointment with a human technician or ordering a new device.
Goodwine added that integrating AI into the ESD enables the department to save time.
ESD Development Timeline
The ESD has been in development for years. The Air Force began conducting market research for a virtual help desk in 2018.
DAF started scaling the ESD in 2024. As of January, 82 percent of the department is now utilizing the system.
DAF plans to achieve a full rollout of the service desk to all Air and Space Force bases by the end of 2025.
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