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General Security Services

Requests for general security inquiries not covered by existing catalog items.
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

This request is to be used if there is a general Security question that is unable to be fulfilled by any of the previous Catalog items.

How to request

Request service via a ServiceNow request

Service Level Expectation (SLE)

General Security Services

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.

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.

EOTSS

  • Once all requirements are collected/finalized during intake, EOTSS will determine the appropriate SLE for the request and communicate to the customer. 

Policies & More Info

Policies: 

EOTSS Hardware Standards

EOTSS Software Standards

Additionally, learn more about End User Support Services.

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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