Request for Information and Communications (ICT) Support – Type 1a, Applications System-Related (High)

Details: 02.May

The Information and Communication Technology Systems Service (ICTSS) assists and supports the Department of Budget and Management (DBM) stakeholders through helpdesk ticketing and in accordance with the Service Level Agreement (SLA) for resolving ICT concerns and issues.

Office or Division

OFFICE OR DIVISION:	ICTSS - Application Development, Maintenance, and Support Division
CLASSIFICATION:	Highly Technical
TYPE OF TRANSACTION:	G2G - Government to Government
WHO MAY AVAIL:	National Government Agencies (NGAs), State Universities and Colleges (SUCs), Government Owned and Controlled-Corporations (GOCCs) through the concerned DBM Bureaus/Services/Offices (Central Office and Regional Offices) officials and employees

CHECKLIST OF REQUIREMENTS

TYPE AND NUMBER OF COPY

WHERE TO SECURE

Any of these could be used by the client:

Messages in Google Hangout – the support team will advise the sender to send an email to This email address is being protected from spambots. You need JavaScript enabled to view it. for ticket creation
Phone calls – the support team will advise the caller to send an email to This email address is being protected from spambots. You need JavaScript enabled to view it. for ticket creation
Memorandums, Department Orders, Advisories from BMBs and ROs – the support team will create a ticket for the concern
Verbal Communication from Meetings, Instructions from Process Owners, Directives from Management – the support team will create a ticket for the concern

Online (soft) copy through a ticketing request (1 ticket per request)

Send an email to This email address is being protected from spambots. You need JavaScript enabled to view it.

Client Steps

General Solano Street
San Miguel, Manila
Philippines

Telephone No: 8657-3300
Email: osec@dbm.gov.ph

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CLIENT STEPS	AGENCY ACTION	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Submit request to the ICTSS.	1. Receive request	None	1 hour	Information Technology Officer II/I, Project Development Officer IV/II, Information Systems Analyst III/II/, Computer Programmer III/II/
2. None	2. Review request and take appropriate action/s	None	6 hours
3. None	3. Resolve and update status of requests	None	6 hours
4. Accept or acknowledge action taken	4. Inform requesting user on ticket resolution	None	1 hour
TOTAL		None	1 working day
*Note:* In consideration with the recognized Working/Business Hours: Monday-Friday 7AM-6PM (except Holidays) Incidents categorized as* Application Systems-Related (High) refers to: Critical impact/systems down or not available. Complete ICT system outage affecting overall DBM-wide operations; If the effect of the incident impacts a significant group or groups of users (I.e., division-wide, DBM-wide) with no temporary fix/workaround solution available; and Users with impact on time-sensitive, critical processing and no workaround is possible