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1. Description of Service
The Massachusetts Office of Information Technology (MassIT) provides access to enterprise applications including Commonwealth's Information Warehouse (CIW), DocDirect, HRCMS, MassIT'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, MassIT'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 MassIT 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.
- MassIT's Chargeback Billing System.
- For additional Security support services please see Security Information Services .
2. Service Targets and Metrics
|Incident Management*||MassIT 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.|
Not available at this time
Not available at this time
3. Service Reporting
The following reporting information is provided to customers as part of this service:
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
|COMiT 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 Officers must submit their requests to MassIT 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|
|Request RSA SecurID Token||RSA SecurID tokens are used to provide a second level of authentication. MassIT 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|
|Request to Reset Intempo Password||This request is to reset a password for Intempo.||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|
|Generic System Security Administration Request||Any basic request related to security.||1-2 Days|
|Submit an issue with current UAID service||This request is for assistance with UAID service issues.||1-2 Days|
|Request Wireless Access for a Mobile Device||This is to request wireless access for a mobile device. Customers must complete and submit the wireless mobile user agreement to MassIT in order for this request to be fulfilled.||1 Day|
*For new service requests only. To manage existing requests, please log into COMiT.
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 MassIT 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/Updated August 14, 2014
Published August 14, 2009
Created April 16, 2009: Information provided by the Security Office