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Customer Success Support

Manages the overall and ongoing business relationship with the customer through proactive, open, responsive, and collaborative account management.
Request via ServiceNow 

Contacts

EOTSS End User and IT Service Support

Phone

EOTSS End User IT Service Desk Call EOTSS End User and IT Service Support, EOTSS End User IT Service Desk at (844) 435-7629

Support for Commonwealth end users and IT support personnel

Online

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Send us an email Email EOTSS End User and IT Service Support at MassGov@service-now.com
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The Details

Features

Customer Success Management provides an ongoing business relationship with the customer by ensuring customers achieve their desired outcomes while using EOTSS products or services. 

  • Support EOTSS’s customers through chargeback process, budget estimates (BAR), and an overview of the service catalog. 
  • Identify project sponsor(s) and stakeholders and validate customer business requirements and project funding sources. 
  • Assist customers throughout the project or managed service life cycle. This includes service on/off-boarding and modifications of existing service(s). 
  • Reviews overall account status and ensure that initiatives, risks, and issues are documented and logged in the appropriate governance process. 
  • Identify and act upon opportunities to improve operating efficiencies, end-of-line components, cost savings, or recurring problems. Work directly with customers and the EOTSS Operations and Engineering organizations to address/upgrade service. 

How to request

Request service via a ServiceNow request

Service Level Expectation (SLE)

Customer Success Support

SLEResponsibilities/Dependencies

Fulfillment: Due to the variable nature of this request item, fulfillment time will differ on a case-to-case basis. SLE will be communicated following the finalization of customer requirements.

If request is for a Business Application Request (BAR)

Fulfillment: 95% within 3 business days

Customer

  • Responsible for adhering to the EOTSS Standard Rules of Engagement.
  • Responsible for submitting accurate information to EOTSS during the intake and discovery process.
  • Sharing complete requirements will ensure that accurate SLEs are provided and met.
  • If request is related to Business Application Request (BAR): ensure a quote, Chargeback code, appropriation code (if applicable), Technical and Financial approvers, and listing of any others required to be notified are included with request and is accurate.
  • If request is related to BAR: Agencies are responsible for obtaining technical and financial approval of BAR.

EOTSS

  • Responsible for coordinating discovery meeting(s) with the customer.
  • Once all requirements are collected/finalized following intake and discovery, EOTSS will determine the appropriate SLE for the request and communicate to the customer.
  • Responsible for managing the overall and ongoing business relationship with the customer through proactive, open, responsive, and collaborative account management.
  • If request is related to BAR; provide final BAR.

Contact

Phone
EOTSS End User IT Service Desk Call EOTSS End User and IT Service Support, EOTSS End User IT Service Desk at (844) 435-7629

Support for Commonwealth end users and IT support personnel

Online
ServiceNow Log in to ServiceNow 
Chat with us live! Log in and click "Chat now" 
Send us an email Email EOTSS End User and IT Service Support at MassGov@service-now.com
Learn more about this organization 

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