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End User Hardware

Computing hardware and peripherals for Commonwealth employees.
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
Learn more about this organization 

The Details

Features

EOTSS provides a suite of services for Commonwealth-issued end user computers including procurement, deployment, asset tracking and monitoring, lifecycle management, troubleshooting and repair, surplus and disposal. Agencies have the option of choosing from a Desktop, Laptop or Tablet form factor and can include accessory options or bundles, such as dual monitors and/or docking stations. Desktop and Laptop form factors come in Standard or Enhanced configurations designed to meet most end user computing needs.

Each device is configured with the EOTSS Standard Operating Environment. Standard software and configuration policies are applied via SCCM Task Sequence Post Image.

** PLEASE NOTE: Issues with end user hardware should not be reported using this Catalog item; please report issues by submitting an Incident. If this request is for a new hire, please make sure the User Provisioning process has been completed before submitting this request. 

How to request

Please note: Internal agency IT Liaison (ITL) approval is required in order for EOTSS to process this request.

Request service via a ServiceNow request

Service Level Expectation (SLE)

End User Hardware

SLEResponsibilities/Dependencies

Fulfillment:  

Standard Orders: 90% within 5 business days

Standard orders are defined as orders for an auto-pilot device.

Special Orders: 75% within 5-6 weeks

Special orders are defined as custom orders outside the EOTSS hardware standards.

Customer

  • Responsible for adhering to the EOTSS Standard Rules of Engagement.
  • If applicable, responsible for BAR approval before fulfillment can begin.

  • Responsible for providing a justification for ordering equipment outside the EOTSS Hardware Standards. 

    NOTE: BAR requirement examples: special order or non-supported independent agencies, and non-standard end user catalog devices.

  • Responsible for working with EOTSS to receive the requested hardware.

EOTSS

  • Responsible for reaching out to the vendor, when applicable, to determine whether the hardware requested is in stock.
  • Responsible for ordering the requested customer hardware including ordering special orders.
  • Responsible for building and configuring requested devices.
  • Responsible for delivering and installing requested hardware.

Vendor

  • Responsible for responding to EOTSS’s hardware inventory requests in a timely manner, when applicable.
  • Fulfillment is dependent on the availability of requested hardware.
  

More Info

EOTSS Hardware Standards

Learn more about End User Support Services.

Please see related services offered by EOTSS:

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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