Download the complete service offering doc format of COMiT Service Desk Service.doc
 

 


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.

 

MassIT 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

  • Fewer incidents over time
  • Faster service restoration
  • Improved service availability

 

Improved Operational Efficiency

  • Easier for staff to use
  • Improved SLA performance on service requests
  • Built-in automation
  • Better direct control for managers
  • Clear understanding of all processes and accountabilities

 

Improved Service Reporting

  • Customers able to track the workflow for service requests
  • Customers can see their information aligned with Service Catalog and Lines of Business

 

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.

MassIT 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
  • Tivoli Service Catalog Base 7.2.0.1

 

Support Services Include:

 


2. Service Targets and Metrics

Targets

Service Requirement

Description

Service AvailabilityService availability hours are 24x7x52 excluding planned maintenance and unplanned outages.
MaintenanceMaintenance is performed bi-weekly on Thursdays from 6:00 pm - 7:00 pm
Incident Management*MassIT 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 FulfillmentStaff 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.

 

Metrics

Performance

Description

Measurements

 <5 sec response time Screen refresh is expected to be less than 5 seconds except during session initiation (logon).Tivoli Enterprise Monitoring  

Availability

Description

Measurements

 95% Availability COMiT is available 24 x 7 except for bimonthly scheduled maintenance windows. There is on-call support to return COMiT to service if there is an outage.Tivoli Enterprise Monitoring

*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:

ReportDescriptionReporting Interval
406406 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 ReportsReal-time Ad-Hoc reports are provided via Start Centers.Ad Hoc


 


4. Service Requests

COMiT

Service Request

DescriptionLead Time-Business Days
COMiT Access*Access to COMiT Service Desk2 business days
Change or Modify COMiT Access*Remove COMiT Service Desk Access5 business days
Create New/Update COMiT Groups*Create or Revise COMiT Group Information5 business days
New COMiT Service*Request New COMiT Service Desk Service5 business days
Modify COMiT Service*Request Modification to COMiT Service Desk Service5 business days
COMiT Issues*Submit an Issue with Current COMiT ServiceDepends 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 MassIT to develop the customer's individual service desk.

For your convenience, you may also view a detailed list of customer responsibilities doc format of COMiT Service Desk Service.doc
 

 



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.

 

  


Updated September 03, 2015
Reviewed September 03, 2015
Published August 31, 2011
Created August 31, 2011: Information provided by the Integration Services Team