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), DBM Bureaus/Services/Offices (Central Office and Regional Offices) officials and employees |
Checklist of Requirements
|
CHECKLIST OF REQUIREMENTS |
TYPE AND NUMBER OF COPY |
WHERE TO SECURE |
|
Any of these could be used by the client:
|
Online (soft) copy through a ticketing request (1 ticket per request) |
Send an email to |
Client Steps
Information and Communication Technology Systems Service (ICTSS)
|
CLIENT STEPS |
AGENCY ACTION |
FEES TO BE PAID |
PROCESSING TIME | PERSON RESPONSIBLE |
| 1. Submit request to the ICTSS. | 1. Time to Own (TTO) | None | 1 hour
|
Information Technology Officer II/I, Project Development Officer IV/III, Information Systems Analyst III/II/I, Computer Programmer III/II/I |
|
1.1 None |
1.1 Acknowledge and receive request |
None |
||
| 2. None | 2. Time to Resolve (TTR) | None | 8 hours | |
| 2.1 None | 2.1 Review request and take appropriate action/s | None | ||
| 2.2 None | 2.2 Resolve and update status of requests | None | ||
| 2.3 Accept or acknowledge action taken. | 2.3 Inform requesting user on ticket resolution. | None | ||
| TOTAL | 1 working day, 1 hour | |||
|
Note: *In consideration with the recognized Working/Business Hours: Monday-Friday 7AM-6PM (except Holidays) Incidents categorized as Application Systems-Related (High) refers to:
|
||||
