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Enterprise Service Desk

The DTS Enterprise Service Desk (ESD) is an assistance and information resource for State employees who need to resolve technical problems, request information, seek general assistance, or order DTS products and services. The ESD is accessible 24 x 7 via telephone and the Web.

Product Features and Descriptions

24x7x365 Service Desk Application

  • DTS-supported Service Desk application is always available for use by division/agency support staff.

Multiple Methods of Ticket Entry

  • Web-based Requester or Support Console
  • Live Chat – Preparation must be made to ensure that Live Chat support staffs are adequately prepared to support specific products or services.
  • Telephone – local and toll-free long distance depending on division/agency policy

Automated Notifications

  • Email/paging notifications are generated automatically based on Initial Response and Resolution targets or manually, as needed.

Read Access to the Bulletin Board

  • DTS Service Desk maintains a Bulletin Board to apprise customers of current issues.

Problem Resolution by Service Desk Staff

  • DTS Service Desk will create tickets to resolve problems related to connectivity, hardware failure, application software and the workstation operating system. They may work on problems directly or assign tickets to others within DTS who are able to resolve the issue.

User Administration

  • DTS staff manages user profiles, and implements log on and service permissions on behalf of all customers/users.

Query Engine

  • Queries can be formed to assist in locating existing tickets, identifying support bottlenecks, etc.

Standard Help Desk Routing

  • Tickets are routed to divisions/agencies and their support groups based on predefined parameters.

Intra-group Re-routing of tickets

  • Division/agency support staff can re-assign tickets to other support staff within their own groups.

Single Point of Contact

  • The DTS Service Desk will be the single point of contact for open incidents and outages.

Inter-agency Re-routing of tickets

  • Division/agency support staff can, by mutual agreement, re-assign tickets to support staff in other divisions/agencies, as governed by DTS policies.

Archiving

  • Older tickets are archived and retained for future reference.

Requester Console View

  • All division/agency staff have browser-based access to a limited set of common functions.

Support Console View

  • Properly licensed division/agency support staffs have access to the traditional, direct user console into the Service Desk application for expanded functionality.

Backup and Restore

  • The Service Desk database is backed up nightly to facilitate rapid restoration of data if needed.

Features Not Included

Voice Telephony and Data Circuit Ordering

  • Ordering of voice telephony services and data circuits is handled by DTS Order Desk staff using the ARIES ordering, billing and inventory system.

Rates and Billing

No separate charge

  • The costs of this service are allocated to other DTS products as overhead.
  • Base Rate – N/A

DTS Responsibilities

Provide the Service Desk application for use by all DTS staff for the capture, assignment, tracking and resolution of all technical incidents and requests.

Provide 24 x 7 system availability and staffing for the DTS Enterprise Service Desk service.

Provide instruction and training on product use.

Notify divisions/agencies of application or server problems that may interfere with performance.

Monitor usage and maintain statistics and data for Service Level Agreement verification and other management purposes.

Division/Agency Responsibilities

All customers should report problems and requests to the appropriate DTS Campus Service Desks. If they are unable to resolve the issue it will be handed off to next level of support.  A complete listing of all DTS Campus Service Desks are identified below:

DTS Capitol Hill Service Desk

All agencies on Capitol Hill: 801-538-3440 or 1 800-678-3440

DTS Metro A Service Desk

Financial Institutions: 801-538-5774

Commerce, Labor Commission, Public Service Commission, H&A: 801-538-5770

Work Force Services: 801-526-4357 Option 2

DTS Metro B Service Desk

Environmental Quality: 801-538-5775

Human Services: 801-538-5772

Tax Commission: 801-297-2727

DTS Metro C  Service Desk

Corrections, Board of Pardons: 801-538-5777

Public Safety: 801-965-4066

UDOT: 801-965-4901

DTS Metro D Service Desk

Agriculture and Food, Alcohol Beverage Control, Natural Resources, Health: 801-538-5779

Ensure that Division/agency staffs abide by DTS Enterprise Service Desk policies and operating guidelines.

Develop and implement division/agency procedures and governance to ensure that incidents, requests and orders are captured and that work is recorded in a timely fashion.

Notify DTS Enterprise Service Desk staff promptly when changes are made to groups or individuals supporting products or to products themselves.

Desktop Support

DTS provides desktop services for government owned desktop devices that reside in the customer environment and access the State’s business systems. Equipment such as, but not limited to: notebook PCs, desktop PCs, tablet PCs, monitors, docking stations, external media drives, system printers etc. DTS shall ensure that applications are accessible from desktop devices.DTS will ensure access to applications accessed from desktop devices.

Desktop Services Features and Descriptions

Desktop Services Includes:

  • Initial setup, configuration, user access and installation of desktop computer hardware and peripherals.
  • Initial setup, configuration, and installation of desktop operating systems and licensed application software.
  • Troubleshooting of network connectivity from the desktop to the nearest network connection point, i.e. wireless access point, VOIP phone, managed desktop switch, data jack, etc., to ensure access to network file systems and printers.
  • Troubleshooting and maintenance of desktop equipment that is still under warranty. Support for devices with expired warranty is limited to troubleshooting only. Extended maintenance agreements are available through DTS and serviced by a third party.
  • Troubleshooting of peripherals connected to desktop and laptop computers which are covered under DTS Desktop Services. This includes installation and connectivity for devices such as printers, scanners, credit card readers, cash drawers, etc.  This service does not include cost of initial purchase, inventory tracking, costs for upgrades or repair, or maintenance contracts for peripherals.
  • Operating system support and maintenance, including troubleshooting and installation of software patches and updates.
  • Operating system upgrades.
  • Technical support for incidents and service requests that cannot be resolved or cannot be facilitated by the DTS Help Desk.
  • Decommission devices that will no longer be in service, and prepare them to be recycled. Adjust device count as needed. As per Administrative Rule R3326202(1)(2), Disposal of State owned surplus electronic devices purchased through DTS prior to the agency transferring the devices to vendor under contract with the State.

Incident Tracking System

Service requests and incidents are managed through the DTS Help Desk Monday through Friday from 8:00 a.m. – 5:00 p.m. Hours of support vary by product and metrics.

Customer requests/incidents are given a unique identifier, assigned to a support group, and tracked to completion or resolution. Tracking incidents enables DTS to discover, analyze, and eliminate common problems in the computing environment.

Ticket Escalation

Ticket escalation is based on the importance and degradation application/service/hardware and the size of the group of customers affected. Tickets that cannot be resolved through the Incident Management or Service Request Management processes are escalated to Problem Management for resolution.

Ticket Point of Contact

The DTS Help Desk is the recommended single point of contact for reporting and inquiring about service requests and incidents.

Daily Communication

The customer may contact the DTS Help Desk for a status on an open ticket/request 24×7.

Features Not Included

Hardware Purchasing and Ownership

The purchase of supported devices is the responsibility of the agencies. Purchases are facilitated through DTS; however, the agency has the responsibility to pay for the equipment. DTS should be consulted whenever equipment is purchased to ensure compatibility.

Server Administration, Management, Maintenance and Upgrades

For more information on server administration, management, maintenance and upgrades, refer to the DTS Enterprise Hosting Services product description http://dts.utah.gov/getaproductservice/dtsenterprisehosting-services.php

Software Licenses

Each customer agency is responsible for purchasing and maintaining software licenses. This includes:

  • Per user license,
  • All Microsoft Office software,
  • All operating system software used on the desktop or notebook.
  • Any other software required by the customer/agency business practices and server resident applications, and
  • Any other software used on the desktop or notebook PCs

Support for Telecommuters

  • DTS does not provide support to telecommuters at the home. Per policy, the employee is required to bring equipment into the office for support if support cannot be provided remotely.

Servers Administration and Hosting

  • Server hosting, server hardware, and server operating system maintenance will be administered by the DTS Hosting group.

Ordering and Provisioning

To utilize Desktop Services support, you may contact the DTS Enterprise Help Desk at 8015383440, submit an incident or request online at http://dts.utah.gov/index.php, or contact your campus service desk agent.

DTS Responsibilities

DTS has the responsibility to:

  • Provide support during published hours for questions and/or problems through the DTS Help Desk.
  • Maintain applicable vendor contracts for products and services provided.
  • Notify customers of any changes to the product.
  • Provide the customer agency notification of scheduled downtime prior to upgrades or maintenance whenever possible.
  • Provide the customer with quarterly device counts for billing purposes.
  • Help agency business managers in the evaluation and selection of desktop/laptop products and services.
  • Set up the agency’s File/Print environment.

Agency Responsibilities

The customer agency has the responsibility to:

  • Verify billing statement is correct each month and submit any questions through the DTS Help Desk.
  • Provide DTS with a monthly device count for billing purposes.
  • Purchase all software licenses prior to DTS support.
  • Approve device counts provided by DTS for billing purposes.
  • Pay for all Master License Agreement (MLA) licenses and quarterly maintenance fees.
  • Report incidents through the DTS Help Desk.
  • Pay costs associated with upgrades and maintenance to customerowned applications.
  • Provide proof of licensure for agency owned applications.
  • Provide physical copies of applications to be installed, if required.
  • Approve decommissioned devices to be recycled. If in the outlying rural areas, transportation to recycler may be required to be provided by the agency, according to policy.