Online IT ticketing system in Europe transitioning to ITSM 8.1

By Mr. William B King (2nd Signal Brigade)March 31, 2017

Online IT ticketing system in Europe transitioning to ITSM 8.1
U.S. Army Sgt. Harvegram Harper, a human resources technician assigned to 2nd Signal Brigade, 5th Signal Command (Theater), conducts Information Technology Service Management 8.1 online training March 30, 2017 in Wiesbaden, Germany. Beginning April 1... (Photo Credit: U.S. Army) VIEW ORIGINAL

WIESBADEN, Germany -- Internet down? Computer or printer not cooperating? There are two ways users in Europe can request IT support -- by calling the Europe Enterprise Service Desk at DSN 119 and by submitting an online ticket at Beginning April 17, 2017, the current online ticketing system will get an upgrade as it transitions to the new Information Technology Service Management, or ITSM 8.1 system.

ITSM 8.1 is a global enterprise-level system currently deployed by U.S. Army Network Enterprise Technology Command in the Pacific Theater and at U.S. Army Forces Command, with the remainder of the continental U.S. coming online soon. Kirstian Hernandez, a project manager assigned to NETCOM TAC-Europe, said the benefits of ITSM 8.1 include automating incident and reporting processes across the force, reducing incident processing times and establishing a common operating picture to conduct Department of Defense Information Network operations.

"ITSM 8.1 represents a significant upgrade over the existing ticketing system and will enhance network security and customer experience," Hernandez said. "It is perhaps the biggest shift we've seen since enterprise email. It will integrate users in Europe with the rest of the Army on one system."

A self-paced online training module is offered to assist users with the transition and to familiarize them with the features and operation of the new ticketing system. To access the training go to and under the "NETCOM Training" heading select the "ESMS Incident Management" and "ESMS Request Management" modules.

Hernandez said it's important for users to verify their information is correct on MIL Connect to ensure online support requests are routed properly and to avoid any delay in receiving support. For example, if a user just PCSd to Europe from Fort Huachuca, Arizona, but hasn't updated their MIL Connect information to reflect that move, then a new online request for IT support will not be routed to the user's correct support provider here in Europe. To view and update your MIL Connect information go to

For more information about ITSM 8.1, the Windows 10 transition and other topics affecting network users in Europe go to (CAC required).


5th Signal Command (Theater) builds, operates and defends network capabilities to enable mission command and create tactical, operational and strategic flexibility for the Army, joint and multinational forces in the U.S. European Command and U.S. Africa Command areas of responsibility.

2nd Signal Brigade builds, operates and defends Mission Command System and networks to support unified action anytime, anywhere.

Related Links:

Europe Enterprise Service Desk - 119

2nd Signal Brigade

5th Signal Command (Theater)

U.S. Army Europe

U.S. Army Network Enterprise Technology Command