Service Desk

Overview

The ITS Service Desk is the front line for receiving customer-submitted incidents as well as service requests. The ITS Service Desk operates 24/7 to provide customers with advice, guidance, and the rapid restoration of services. Our agents log incidents or requests into our IT service management system and either resolve the ticket or escalate it to the next level of support.

Before contacting us about a service-related problem, such as an outage, please check the service status postings on our Customer Communications Hub to see if the issue has already been reported.

If you have questions, comments or suggestions, please contact us.

Contact Us

Submitting a Ticket

You can report an incident or submit a service request directly by email or contact us by phone. When you do, this generates a "ticket" in our IT service management system. When the ticket is created, you will automatically receive an email receipt confirmation with the ticket or reference number. This confirmation denotes that the incident or service request has been logged at the ITS Service Desk and that it is being assigned to a work group.

When contacting us, please provide as much information as possible, such as:

• Your name, phone number and email address
• Whether you work with state or local government
• The agency, school or entity where you work
• Whether the issue affects only one user, many users, an entire agency or multiple agencies
• Detailed description of the issue or request
• The business impact, including critical applications affected

Ticket Prioritization

The ITS Service Desk assigns a priority to every incident or service request that is initiated. The ITS Prioritization Model is used to ensure a consistent approach to defining the sequence in which an item needs to be resolved and to drive the assignment of resources. The following chart shows the target status update and target resolution times by priority.

 

Priority	Target Customer Status Update Time	Target Resolution Time
Critical	Every 60 minutes or as agreed upon with the Customer(s)	4 hours or less
High	Every 2 hours or as agreed upon with the Customer(s)	8 hours or less
Medium	Upon request	24 hours or less
Low	Upon request	3 business days

 

The priority assigned to a ticket depends on:

• Impact on the business—size, scope and complexity of the incident
• Urgency to the business—time within which resolution is required
• Resource availability
• Expected effort in resolving or completing a task

For more information about prioritzation of tickets, updates, resolution and service requests, please see our Global Service Levels.