Request for Information and Communications (ICT) Support – Type 3b, ICT Infrastructure-Related (Low)

Details: 22.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 - ICT Infrastructure Management Division
CLASSIFICATION:	Highly technical
TYPE OF TRANSACTION:	Government to Government (G2G)
WHO MAY AVAIL:	DBM B/S/Os (Central Office and Regional Offices) officials and employees

Checklist of Requirements

Client Steps

General Solano Street
San Miguel, Manila
Philippines

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

REPUBLIC OF THE PHILIPPINES

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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 Memoranda, 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	AGENCY ACTION	FEES TO BE PAID	PROCESSING TIME	PERSON RESPONSIBLE
1. Submit request to ICTSS	1. Receive request	None	1 hour	Information Technology Officer III/II/I, Computer Maintenance Technologists III, Information Systems Analysts I, Project Development Officer IV, Administrative Aide VI ICTSS
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			1 working day
Note: In consideration with the recognized Working/Business Hours: Monday-Friday 7AM-6PM (except Holidays) Total working hours does not include the total man hours spent by the vendor/partner; the corresponding SLA of the vendor/partner will be observed. Incidents categorized as ICT Infrastructure-Related (Medium) refers to:* - If users or group of users with operations significantly impacting/downgrading time-sensitive, critical processing, but with a temporary solution available; - If a set or subset of a system is not functioning properly affecting productivity of a significant number of users