Several tools are available to GETS Program customers for accessing the IT and telecom services you need. See information below describing in which instances to use which tool.
- Consolidated Service Desk
- Service Catalog (OrderNow!)
- Request for Solution (RFS)
- Service Requests
- Maximo
Consolidated Service Desk
For which services should you call the Consolidated Service Desk?
Call the Consolidated Service Desk (877-GTA-3233) if you have problems, issues or defects with desktop hardware or software, as well as managed network services (i.e. data, telecom). Instances when you might call the Consolidated Service Desk include:
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Computers |
Telecom |
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● Password resets |
● Service outage |
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● Log-in assistance/ID management |
● Degraded service |
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● Connectivity to State applications/Websites |
● General telephone support |
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● Defective/broken equipment |
● LAN/WAN connectivity support |
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● Irregular system software operation |
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If instead you need new items (e.g. hardware, software, memory) or changes such as moving work locations, use the online Service Catalog (OrderNow!). See the Service Catalog section below.
Will the Consolidated Service Desk create Install, Move, Add and Change (IMAC) tickets?
No. IMACs must be approved by your agency. If you call for an IMAC, the Consolidated Service Desk will create an incident ticket that can be reviewed and approved as an IMAC by your agency. An authorized user within an agency can submit an IMAC via the Service Catalog (see section below).
Will the Consolidated Service Desk create infrastructure change tickets (non-IMAC)?
No. Management of infrastructure changes is a specialized process involving various groups who provide platform support for your infrastructure (mainframe, server, storage, network, firewall, etc.). These groups collaborate with GTA Tower Consultants and the Change Approval Board (CAB). Changes of this sort must be sponsored by the requesting agency representative, a platform support SME or other technical resource capable of assessing the impact of the proposed changes on the state’s IT environment.
Note: For additional information about interacting with the Consolidated Service Desk, see the Consolidated Service Desk FAQs.
Service Catalog (OrderNow!)
For which services should you use the online Service Catalog (i.e. what can I order)?
Use the Service Catalog to request standard products or services such as:
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Order new equipment and services |
Change existing equipment and services |
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● Computers |
● install and/or move |
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● Monitors |
computer hardware and peripherals |
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● Printers |
local printer |
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● Telephones |
network printer (and access to) |
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● Audio conferencing |
telephone |
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● Remote VPN |
computer software |
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● LAN port |
● single employee move |
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● WAN |
● computer settings / configurations |
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● Special projects/services – Request for Solution (RFS) |
● computer component upgrades |
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● access to applications; accounts |
- An office move or closure, within the same building or campus, for two to nine people that does not require new phone jack service or movement of a server
Who can place an order in the Service Catalog?
Only authorized users (as determined by agency leads) can place orders. Check with your agency lead to identify authorized users in your area. If you don’t have Service Catalog access and require it, please contact your agency lead or your GTA Service Delivery Consultant.
What are some examples of IMACs (Installs, Moves, Adds or Changes)?
IMAC requests include:
- Installing software on your computer
- Installing a new printer or telephone
- Moving of your office services from one location to another
- Adding an upgrade to a computer component (e.g., memory upgrade)
What happens to a request once it is placed in the Service Catalog?
Once you have selected a product or service or submitted a Request For Solution (RFS), your request will go through the approval process predefined by your agency. You will receive e-mail notifications to inform you of status and your Service Catalog reference number.
How do you check status of an order using a reference number?
Use the Maximo tool (see Maximo section below) to check Service Catalog request status using your Service Request (SR) reference number delivered in your e-mail notification.
Note: For additional information, see the Service Catalog (OrderNow!) FAQs.
Request for Solution (RFS)
In which instances do you need to create a Request For Solution (RFS)?
Create an RFS when you want to request a service that will require development of a comprehensive technical solution (e.g., any of the following):
- New sites with no previous service
- Non-enterprise voice and network installation
- Services requiring custom pricing or growth of existing applications
- Host new enterprise applications
- New hosting environments, e.g., new images/instances
- End user computing procurement with counts of 10 or greater
- Office move or closure for 10 or more people
- Office move for between two and nine people when the move is not within one building or campus (i.e., equipment must be moved across the street, across town or elsewhere in the state)
- Office move or closure that involves the movement and/or decommission of a server
- Office move for between two and nine people when phone jack service is needed
The response to an RFS is a custom solution proposal adhering to GETS technical standards. Customer signature is required to implement a custom solution.
When is a Request For Solution used for end user computing (EUC) orders?
An RFS is used to order non-standard computer equipment (laptops, tablets, printers or other EUC equipment not listed in the Service Catalog) in any amount. Standard units in the Service Catalog should cover most needs, so an RFS should be used sparingly for computer orders.
Note: For additional information about ordering EUC equipment via the Service Catalog, see the Service Catalog (OrderNow!) FAQs.
Service Requests
In which instances do you need to create a Service Request?
Create a Service Request when requesting a service that is not in the Service Catalog.
How is a Service Request created?
A Service Request is created in the same manner as a Request For Solution, via the RFS option in the Service Catalog. The RFS team reviews RFS requests and determines which are Service Requests. Service Requests are managed to closure by the Service Request Program Manager.
Note: Unlike an RFS, a Service Request does not require submission of a custom solution proposal for the requester’s signature prior to execution. Instead, Service Requests are handled via existing management process, e.g., implementing the request via a change management ticket.
Maximo
In which instances should a Maximo ticket be created?
Maximo tickets are created to:
- Report and document a service incident (a service interruption or abnormality)
- Document and request a change in the state’s IT environment
- Report and document a problem (multiple incidents with the same or similar characteristics or a component with recurring incidents)
Who can open a Maximo ticket?
Customers who have been granted Maximo access may open a change ticket in Maximo. Any GETS customer may call the Consolidated Service Desk, and an agent can then open an incident or problem ticket for the customer.
How can you gain Maximo access?
Contact your immediate supervisor or manager and request that you be boarded as a Maximo user. This boarding process requires that the agency GETS focal point submit applicable documentation for Maximo access.
What types of Maximo tickets can a customer with Maximo access create?
Customers can open a change ticket in Maximo and a self service severity level 3 or 4 incident ticket directly in Maximo.
How can you track the status of an open ticket?
Users can always check ticket status by calling the Consolidated Service Desk and providing the ticket number. Customers who have Maximo access can also track ticket status in Maximo by searching on the ticket (Incident or Service Request) number and reviewing updates noted in the work log section of the ticket.
What are the Maximo user groups and their functions?
The groups defined in Maximo consist of technical support personnel (e.g., system administrators, database administrators, and agency application support staff). Group members monitor their queues in Maximo and resolve incidents documented in the tickets (or route tickets to the correct queue for further investigation and/or resolution).