1. Description of Service
The Information Technology Division (ITD) provides access to enterprise applications including Commonwealth's Information Warehouse (CIW), DocDirect, HRCMS, ITD's Mainframe, and VPN by issuing a Universal Access ID (UAID). Access to these systems is granted when an Agency's Department Security Officer completes a request using In-Tempo, ITD's secure electronic form. Departmental Security Officers requiring access to InTempo must submit an COMiT request using the InTempo intention.
This service includes:
Process InTempo request (submitted by Departmental Security Officer) to:
- Add a UAID and grant access to an enterprise application(s)
- Change a UAID and its access to an enterprise application(s)
- Delete a UAID and its access to an enterprise application(s)
Provide HelpDesk Support (CommonHelp):
Authorized agency personnel will have the ability to contact CommonHelp to:
- Request UAID password reset
- Request assistance with application(s)
Support services include:
- A Service Account Manager to answer any questions or concerns regarding ITD Services.
- Services offered through our Operations Office; including Change Management and customer access to incident management via email, phone (CommonHelp)
- The online COMiT service management portal
2. Service Targets/Hours of Availability
Service Requirement | Description |
|---|---|
| ITD Service Management Office has standard processes to manage incidents, requests, or changes. Outages or urgent issues should be reported by phone to receive the quickest response 1-866-888-2808. | |
Service Availability | Service availability hours are 24x7. |
| Request Fulfillment | Staff will respond to service requests from 8:00 am - 5:00 pm Monday through Friday. |
3. Service Reporting
The following reporting information is provided to customers as part of this service:
Report | Description | Reporting Interval |
|---|---|---|
UAID Roster | Each agency has access to a detailed report of:
| Monthly reports posted to DocDirect* |
*To gain access to DocDirect reports, the agency security officer submits an InTempo DocDirect request listing the "UAID Roster Report" as the desired report.
4. Service Requests
Description | Lead Time-Business Days | |
Request System Access | This is to request access to Enterprise applications including Mainframe, View Direct, MAGIC, HRCMS, Warehouse, VPN, MMARS, etc. Department Security Officer s must submit their requests to ITD Security Administration through In-Tempo. The process supports adding, reactivating, changing and deleting user access. | 1-2 Days |
Requests MITC Card Access | This is to request for an MITC access card. | 1-2 Days |
| Obtain an RSA SecurID Token | RSA SecurID tokens are used to provide a second level of authentication. ITD will work with you to determine if SecurID will be required to authenticate to a service or application, and will issue tokens to users needing access to these resources. These requests will be directed to In-Tempo. Only Security Administrators can submit these requests. | 1-2 Days |
Register My Security Administrator | This request is to register an agency security administrator and must be first approved by the agency head. | 1-2 Days |
Unregister My Security Administrator | This request is to unregister an agency security administrator and must be first approved by the agency head. | 1-2 Days |
Request Dataset Access | This request is for access to a specific dataset on the Mainframe. Only dataset owners can submit this request. | 1-2 Days |
Modify SSL VPN technical Contact List | This request is to modify the Agency VPN Technical Contact List. | 1-2 Days |
| Generic System Security Request | Any basic request related to security. | 1-2 Days |
5. Customer Responsibilities
When requesting a UAID, the customer should request only the level of access required to perform his/her job. The customer signs an Acceptable Use Agreement when issued a UAID and is responsible for notifying ITD immediately upon a change in a user's employment status.
For your convenience, you may also view a detailed list of customer responsibilities.
6. Chargeback Rate 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. No additional detail is available for review.
Reviewed June 20, 2011
Published August 14, 2009
Updated August 10, 2009
Created April 16, 2009: Information provided by the Security Office