‌AESMP Transforming IT Support Across the Force

‌Service management

By Edward Jones, Army Enterprise Service Desk

Article published on: September 1, 2025 in the Fall/Winter 2025 of Army Communicator

Read Time: < 6 mins

The Army is evolving its enterprise IT service management through continued expansion of the Army Enterprise Service Management Platform (AESMP), a ServiceNow-based IT Service Management (ITSM) system.

Combined with the Army Enterprise Service Desk-Worldwide (AESD-W) as the primary IT Tier 0/1 provider, this platform represents the Army's commitment to providing cutting-edge technology solutions that support mission success across all components and Army organizations.

Transforming Army IT Operations

Since its kickoff in 2022, the AESMP has evolved into the Army's single point of contact for enterprise and installation-level IT services support. This represents the largest user-base of any ServiceNow deployment to date. Available 24 hours a day, 7 days a week, and 365 days a year, the platform serves as a unified system supporting IT service delivery on both classified (SIPR) and unclassified (NIPR) networks while providing organizations unparalleled IT management capabilities at echelon.

The platform's function focuses on integrating and consolidating AES operations to increase efficiency, efficacy, and responsiveness across the Army and its mission partners.

At its core, the AESMP program offers several key features aimed at optimizing IT service delivery and providing robust reporting and dashboard capabilities to commanders and key communications staff:

• Unified Service Desk: A centralized service desk (AESD) to handle all tier 0/1 service inquiries and issues.

• SaaS Solutions: Leveraging cloud-based services to deliver flexible and scalable IT support.

• Platform Analytics: Tools for identifying, tracking, and reporting on performance metrics and trends.

• SIPR Services: Dedicated classified support services across various components and installations.

Advanced Technology Capabilities

AESMP leverages ServiceNow's Customer Service Management (CSM) professional platform, providing a cloud-based solution that streamlines workflows and automates processes. The system has progressively expanded its capabilities since establishment:

• 2022: Platform establishment.

• 2023: CSM, IT Service Management, and IT Operations Management deployment.

• 2024: Addition of IT Asset Management, Process Mining, Security Operations, Field Service Management, and Strategic Portfolio Management.

• 2025: Implementation of Workforce Optimization, ServiceNow Voice, and Predictive Intelligence.

The implementation of these capabilities has significantly enhanced the Army's ability to deliver supported services, including ICAM/EAMS-A, Army 365, AUDS, Procurement, AITP, and Mobility. As the platform evolves and integrates new technologies, its Service Management capabilities continue to expand, further strengthening its ability to provide comprehensive and efficient support services.

Comprehensive Asset and Security Management

One of AESMP's most impressive achievements is its asset discovery and management capabilities. The platform uses more than 50 Management, Instrumentation, and Discovery (MID) servers across NIPR and SIPR networks, tracking over 1 million devices with more than 135 million installed software packages. This comprehensive visibility enables hardware asset managers to track equipment lifecycle from "cradle to grave" while supporting software license management and compliance. Asset management provides Army leadership with robust visibility of IT assets globally, enhancing asset accountability and resourcing controls.

The Security Operations (SecOps) component provides a single pane of glass for threat and vulnerability management, enabling Army cybersecurity teams to coordinate and centrally manage security incidents. The system integrates with the Army's Unified Security Information and Event Management (USIEM) system and other critical security platforms.

Revolutionary Virtual Assistant Technology

A standout feature of the AESMP portal is the "Army IT Assistant" (RITA), an intelligent virtual agent that enhances customer experiences through automated support capabilities. RITA provides virtual agent portal interface capabilities for incident and access requests, access to knowledge articles, and automated notifications for outages, degradations, and changes via email delivery to customers globally. Future capabilities will include access to the platform via Army’s 365 TEAMS environment, further enhancing the customer’s experience.

Extensive Knowledge Management

AESMP's knowledge management system has become a cornerstone of self-service support, featuring:

• 14 knowledge bases

• 1,500 knowledge articles

• 73,000 agent views per month

• 120,000 user views per month

• 85 percent average helpful rating

This knowledge repository enables users to resolve technical issues swiftly with access to continuously updated technical guidance. It is accomplished via continuous process improvement practices designed to enhance knowledge management strategies, tools, workflows and practices.

Global Reach and Support

The platform supports installations across multiple theaters, including:

• Continental United States: 93rd and 106th Signal Brigades covering installations from Fort Belvoir, Virginia, to Redstone Arsenal, Alabama, to support IT and communications services support from coast to coast.

• Europe: 2nd Signal Brigade operations providing IT and communications services across European Theater.

• Korea: 1st Signal Brigade in coordination with 516th Signal Brigade ensuring robust Army communications and IT services to customers on the Korean peninsula.

• Pacific: 516th Signal Brigade covering locations from Fort Shafter, Hawaii, to Camp Zama, Japan, and after-hours support to 1st Signal Brigade customers.

Training, Professional Development

AESMP University, available through the Army Training Information System (ATIS), offers more than 12 distinct training modules with knowledge checks and certificates of completion. The training is customized for specialized roles supporting commands at all levels, Network Enterprise Centers (NECs), and information management officers (IMOs). Training is on-demand, web-based, self-paced and available to customers globally.

Cybersecurity Excellence

The platform strictly adheres to NIST 800.53 R4 Risk Management Framework (RMF) cybersecurity compliance requirements for Moderate x3 categorized information systems. All personnel supporting the platform hold Secret security clearances and undergo comprehensive Information Assurance training.

Using the Enterprise Mission Assurance Support Service (eMASS), cyber teams manage system accreditations for three NIPRNET and one SIPRNet packages. These teams also maintain security artifacts, oversee annual IAT and IAM personnel training requirements, ensure the security of facilities and systems, and conduct regular system scans and updates for the system owner.

Looking Forward

As AESMP continues to evolve, the platform serves as more than just a service desk; it functions as a cyber sensor linked to the Army's Global Cyber Center, providing proactive cybersecurity monitoring across all operational theaters. The system's strategic roadmap includes continued expansion of artificial intelligence, machine learning, and automation capabilities to further enhance service delivery.

The successful implementation of AESMP represents a transformational achievement in Army IT service management, providing Soldiers and civilians with the reliable, efficient, and secure IT support they need to accomplish their missions worldwide.

For more information about AESMP services, visit www.aesmp.army.mil or contact AESD-W at: 1-866-335-ARMY (2769).