1. Description of Service
COMiT is a web based Service Management tool that conforms to ITIL standards to improve the service management process across the Commonwealth. COMiT supports the service management lifecycle
- Starting with a Service Request, throughout planning and implementation
- Incident Management for any event which is not part of the standard operation of the service and which causes, or may cause, an interruption or a reduction of the quality of the service.
- Change Management to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes.
ITD established a Service Desk via COMiT in FY11 and has developed standards and guidelines for Customers to implement their own Service Desk within the larger shared COMiT environment.
Expected Outcomes of using COMiT as a customer include:
Improved Environment Stability
|
Improved Operational Efficiency
|
Improved Service Reporting
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Secretariats now have the option to migrate into COMiT per the goals of the Commonwealth's IT Consolidation plan. Each will have their own 'Service Desk' within the larger shared COMiT environment - allowing for enhanced allocation of resources and greater ability to avoid duplication.
ITD has adopted reproducible processes for other Secretariats to adopt COMiT easily.
- Tivoli Service Request Management 7.2.0.1
- Tivoli Change Management 7.2.0.0
- Tivoli Incident Management 7.2.0.1
- Tivoli Service Desk Content - Best Practices 7.2.0.1
2. Service Targets/Hours of Availability
Service Requirement | Description |
|---|---|
| Service Availability | Service availability hours are 24x7x52 excluding planned maintenance and unplanned outages. |
| Maintenance | Maintenance is performed on an ad-hoc basis and is scheduled through change control and customers are notified as part of the change control process. |
| Incident Management* | ITD Service Management Office has standard processes to manage incident requests, change orders. Outages or urgent issues should be reported by phone to receive the quickest response 1-866-888-2808. |
| Request Fulfillment | Staff will respond to service requests between 9:00 am - 5:00 pm excluding holidays. Emergency requests must be opened as incidents to ensure they are acted on immediately out of normal business hours. |
*Incidents, requests, or changes that are outside the scope of the defined service description or normal service hours will be direct charged to the customer.
3. Service Reporting
The following reporting information is provided to customers as part of this service:
| Report | Description | Reporting Interval |
| 406 | 406 On Demand Reports can be made available through the COMiT System. Requests for data access should be made to the COMiT Team. | Ad Hoc |
| Real-time Reports | Real-time Ad-Hoc reports are provided via Start Centers | Ad Hoc |
4. Service Requests
COMiT Service Request | Description | Lead Time-Business Days |
| COMiT Access* | Request Access to COMiT Service Desk | 2 business days |
| Change or Modify COMiT Access* | Remove COMiT Service Desk Access | 5 business days |
| Create New/Update COMiT Groups* | Create or Revise COMiT Group Information | 5 business days |
| New COMiT Service* | Request New COMiT Service Desk | 5 business days |
| Modify COMiT Service* | Request Modification to COMiT Service Desk Service | 5 business days |
| COMiT Issues* | Submit an Issue with Current COMiT Service | Depends on Priority |
*For new service requests only. To manage existing requests, please log into COMiT.
5. Customer Responsibilities
Customers are responsible for the development of a list of classifications that will be used by ITD to develop the customer's individual service desk.
For your convenience, you may also view a
detailed list of customer responsibilities
.
6. Chargeback Information
For more information on Chargeback, including an overview of the program as well as current and previous fiscal year rates, please visit our Chargeback Services webpage.
The costs pertaining to this service offering are currently funded out of Overhead. Customers using this service will receive a memo bill in FY13 for FY14 services. No additional detail is available for review
Updated December 10, 2012
Published August 31, 2011
Created August 31, 2011: Information provided by the Integration Services Team