Operations Management Services

Operations Management Services (OMS) is responsible for the Technology Operations Center (TOC), a 911 central command that monitors the NIH services, application, hardware, software, facilities and infrastructure 24 hours a day, 365 days a year.  

The TOC identifies and manages outages and other critical incidents across NIH to ensure the performance and quality of NIH services. OMS is also responsible for the management of the IT service support functions such as change, release, and problem management across all CIT service areas, as well as managing enterprise tools.

 

Other Operations Management Services

ServiceNow Group

ServiceNow is the system used by the NIH IT Service Desk. OMS’s ServiceNow support group maintains and improves the platform’s incident, request, change, and problem management functions following the ITIL standard.

Tool Management Team

The Tool Management Team at OMS is responsible for all IT management tools such as monitoring and notification, based on monitoring requirements it receives. The tool management team also provides advisory services to other NIH institutes and centers for monitoring and notification.

 

Contact Us

For more information about Operations Management Services, contact:

  • Mahnaz Dean, PhD

To reach the Technology Operations Center (TOC) 24x7x365 Operation team:

To request a specific service, contact the NIH Service Desk:

  • NIH Service Desk website
  • 301-496-4357 (local)
  • 866-319-4357 (toll-free) 
  • 301-496-8294 (TTY)
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