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
|
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
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Client Steps
DBM Information and Communication Technology Systems Service (ICTSS)
|
CLIENT STEPS |
AGENCY ACTION |
FEES TO BE PAID |
PROCESSING TIME | PERSON RESPONSIBLE |
| 1. 1.Submit request to ICTSS |
1. Receive request |
None | 1 hour |
Information Technology Officer III/II/I, Computer Maintenance Technologists III/II, Information Systems Analysts I, Project Development Officer IV, Administrative Aide VI
ICTSS
|
| 2. None |
2. Review request and take appropriate action/s |
None | 2 working days, 6 hours |
|
| 3. None |
3. Resolve and update status of requests |
None | ||
| 4. Accept or acknowledge action taken |
4. Inform requesting user on ticket resolution |
None | 1 hour | |
| TOTAL | 3 working days | |||
|
Note:
*In consideration with the recognized Working/Business Hours: Monday-Friday 7AM-6PM (except Holidays)
**1 hour covers only the time to escalate to the vendor/partner
***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 (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;
- Users with impact on time-sensitive, critical processing and no workaround is possible
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