Product and Service Catalog / ServiceNow
The EOTSS Product and Service Catalog | Mass.gov has various offerings. You can browse by category, or popular requests, or use the search tool. This allows for any and all users to view all catalog items available in ServiceNow. There will be additional updates for approximately 50 additional services on Mass.gov pages as the Customer Engagement Team finalizes Phase II of the Catalog Refresh project in collaboration with the ServiceNow Team.
If you are unable to find an exact match to the service you are looking for, EOTSS recommends the following options:
- Submit a ticket describing the product or service you are seeking. Our team will reach out to you to provide support and direct your request to the right place.
- Request an appropriate consulting service. For example, request Strategy Consulting for business related requests or Digital Projects for State Agencies for Digital services or Security Engineering (Consultation and Design) Services for security-related services.
For a full listing of catalog items requiring ITL approval, please visit IT Liaisons (ITLs) | Mass.gov for more information.
For a full listing of catalog items available to DSOs only, please visit Designated Security Officers (DSOs) | Mass.gov for more information.
Please note ITLs and DSOs can email EOTSS-CentralizedIntake@mass.gov to discuss and set up reporting requirements, request approvals, and user provisioning status.
To ensure that EOTSS completes your request in a timely manner, there are a few steps you can take:
- Select the accurate service before submitting a request. Once submitted, requests are routed to the EOTSS owner of that specific service. When a user submits a request that does not match the selected catalog service, then the ticket needs to be rerouted, sometimes requiring additional time to document required information.
- When filling out the service request form in ServiceNow, make sure you fill out the required information in the correct fields. Filling in the information in the free textbox will lead to delays in response because different teams often own different parts of the service fulfillment process. It is imperative that you enter the required information into the appropriate fields.
- Respond to questions from EOTSS personnel in a timely manner if contacted. Doing so ensures that EOTSS has all the information needed to fulfill your request as soon as possible.
Please note certain software requests can be fulfilled quickly while others may require input from SCIOs and/or CISO. If your agency is considering submitting a request for Other Software | Mass.gov and would like to discuss further, it can reach out to the EOTSS-CentralizedIntake@mass.gov for assistance.
If you would like to learn more about using ServiceNow including how to log in and how to access the Knowledge Base, click here to learn more about using ServiceNow.
Information Technology Liaison (ITL)
An Information Technology Liaison (ITL) is an employee within your agency or secretariat who is responsible for approving certain product and service requests before they are submitted to EOTSS for fulfillment. For more information, visit IT Liaisons (ITLs) | Mass.gov.
There are two ways to find your ITL(s):
- Submit a request to the Centralized Intake Group through ServiceNow: Customer Success Support | Mass.gov
- Email the Centralized Intake Group at eotss-centralizedintake@mass.gov
Some agencies may have multiple ITL groups that are specific to their role and the types of requests they handle within ServiceNow. Customers who work for agencies with more than one ITL group will be required to select from a drop-down list. Agencies should communicate to their employees which ITL group is the appropriate one to select when making service requests.
When a customer submits a service request, all ITLs in the employee’s agency ITL group receive the notification and have access to approve or reject the request.
Some ITLs can be DSOs as well depending on the needs of agencies. EOTSS recommends that each agency appoint at least two (2) ITLs to allow for backup in case the primary ITL is unavailable.
ITLs can add or modify an ITL group with this catalog item: ITL-Request or Modify ITL Users and Groups. Please note, only current ITLs and DSOs have access to this catalog item and can submit requests to add/remove users from these groups in ServiceNow. If your agency does not have an ITL, you will not be able to submit to request to add an ITL. Please reach out to eotss-centralizedintake@mass.gov if your agency does not have a designated ITL.
Designated Security Officer (DSO)
A Designated Security Officer (DSO) is an employee within your agency or secretariat who is responsible for ensuring compliance with all applicable security policies. These include, but are not limited to, the Commonwealth’s agency/secretariat Acceptable Use and Teleworking policies and Enterprise Security Policy and Standards. For more information, visit Designated Security Officers (DSOs) | Mass.gov.
Please note, a Designated Security Officer (DSO) is not same as a Department Security Officer (CTR DSO) with the Massachusetts Comptroller's Office. However, a Designated Security Officer can also be the Department Security Officer with the Comptroller’s Office if need be.
There are two ways to find your DSO(s):
- Submit a request to the Centralized Intake Group through ServiceNow: Customer Success Support | Mass.gov
- Email the Centralized Intake Group at eotss-centralizedintake@mass.gov
If your agency utilizes or expects to utilize a product or service from EOTSS that requires a DSO to submit the request, then your agency needs to appoint a ServiceNow DSO. There are certain catalog items that only DSOs can access. A full listing of catalog items available only to DSOs can be found here Designated Security Officers (DSOs) | Mass.gov. Some agencies have users that are both an ITL and a DSO. Like ITLs, EOTSS recommends that each agency appoint at least two (2) DSOs to allow for backup in case the primary DSO is unavailable.
If you need to add or remove a DSO, there is a catalog item for DSOs to add/remove DSOs: Add/Remove a Designated Security Officer (DSO). Please note, only current DSOs have access to this catalog item and can submit requests to add/remove agency DSOs. If your agency does not have a DSO, please reach out to eotss-centralizedintake@mass.gov.
User Provisioning & Deprovisioning / Name & Title Change
In order to provision a new hire, a Designated Provisioning Coordinator (DPC) must submit a User Provisioning Request and fill out the necessary information. User provisioning requests should be submitted at least two weeks prior to the new employee’s start date. Starting January 30th, 2024, user provisioning, user deprovisioning, and name & title change can be submitted by DPCs ONLY. If you need to add or remove DPC(s), please contact the EOTSS Customer Engagement Team at EOTSS-CentralizedIntake@mass.gov.
If a new hire requires a VPN account, please wait until the User Provisioning Request for the new hire is completed. The new hire’s email address must first be created before VPN access can be granted. To put in a VPN request, please reach out to your Designated Security Officer (DSO) to put in the request on your behalf. To find out your agency DSOs, please email EOTSS-CentralizedIntake@mass.gov.
To remove a VPN account after deprovisioning a user, please have your agency Designated Security Officer(s) submit a request to deprovision the user’s VPN access.
If an existing Commonwealth employee is to be deprovisioned due to departure or transfer, a DPC must submit a User Deprovisioning Request.
When submitting a User Deprovisioning Request, you will be prompted to list all assigned software licenses previously assigned to a user. All access will be removed after deprovisioning gets processed, and there will be no need to submit a separate request for software license removal.
Comptroller Department Security Officers (CTR DSO)
A Comptroller Department Security Officer (CTR DSO) is a Commonwealth employee appointed by a Department Head based on a mandate of the Massachusetts Comptroller's Office (CTR). A CTR DSO is responsible for security access to all electronic applications including the expenditure of funds and payroll.
-
To access or request secure applications (MMARS, HR/CMS, MAGIC, MobiusView, and CIW), A CTR DSO must request on behalf of Commonwealth employees and their authorized business partners, whether or not currently supported by EOTSS.
Other Questions
How do we reach EOTSS via phone?
The “CommonHelp” has been streamlined with our EOTSS Service Desk, so all users call one number: 844-435-7629. For more information, please see https://www.mass.gov/info-details/contact-eotss.
Is there a list of non-approved software that ITLs and DSOs can refer to?
If you have any question about non-approved software, please refer to Microsoft Word - EOTSS Software Standards (mass.gov) to learn more about all managed software application supported by EOTSS. Any software not listed must be requested via Other Software | Mass.gov.
What is the difference between an incident ticket and a request?
Incident Ticket (INC) should be submitted when something is broken, not working as expected, you receive an error message, or you don't know which item to choose from the catalog. EOTSS will review the details and either create an Incident or a Request.
Service Catalog Request (RITM) should be submitted to request something you do not have; hardware or software, require access to an application, request hosting services, etc.
What is “Mirror Access” and what is included if a user is mirrored?
“Mirror Access” means that the Accounts Management Team will duplicate the access of an existing user. If a user is mirrored, it will only include Distribution Lists and Security Groups. Microsoft Teams can only be added by the Owner of the Teams.