Last modified on:
12.10.11
Description
Office of the CIO provides 24X7 support for applications designed and implemented by the Office of the CIO. In the event an issue occurs, the production support team will make a record of the issue, then troubleshoot and resolve it. The resolution will be reported back to the customer. Application Analysts are available during normal business hours. After normal business hours, support is transferred to the Shift Analyst Support Team. An Applications Analyst is also on-call to provide assistance in resolving the issue.
Business Value
By providing timely and efficient applications support, this service minimizes the business impact of application failures and avoid delays in business operations.
Customer Profile
State agencies, boards, commissions, and political subdivisions for whom the Office of the CIO has implemented an application and hosts that application.
Service Cost
If the issue is resolved by the Shift Analysts, there is no charge to the customer. If the issue dictates the need to call in the Applications Analyst, there is a 2 hour minimum fee, based on the analyst’s classification.
CIO Services Catalog (pdf)
Sections: Applications Development Services and Applications Hosting Services.
Major Cost Drivers/Cost-Saving Tips
- In order to help Office of the CIO more quickly resolve the issue, customers should report issues in a timely manner, providing detailed information such as, sample reports, screen printouts, sequence of events or steps leading up to the issue.
- Thorough testing of a program/application can uncover issues prior to implementation, reducing application support costs.
How to Order Service
Contact the Office of the CIO Help Desk at 471-4636 or 1-800-982-2468 or e-mail GWI.Support@nebraska.gov. Service is initiated through the creation of a GWI Help Desk ticket, which is normally created by the Office of the CIO. This ticket includes information about the service needed as defined by the customer.
Responsibilities for Service Delivery
Customer Responsibilities
- The customer should collect adequate information—such as, sample reports, screen printouts, sequence of events or steps leading up to the issue—and report to appropriate Office of the CIO Support Area, or contact the Office of the CIO Help Desk.
Office of the CIO Responsibilities
- When contacted by the customer, the Office of the CIO Help Desk or Applications Analyst will generate a GWI ticket and work will begin to resolve the issue.
- The Applications Analyst may contact other Office of the CIO Support Areas for assistance in resolving the issue. All issues are tracked with a GWI Help Desk ticket.
- Office of the CIO will provide appropriate staffing levels on the Support Teams. The staff of the Support Teams will possess the appropriate problem solving skills and will track and report the resolution through the GWI system.
Service Goals
The goal is to resolve application issues and keep the customer abreast of the resolution progress based upon the priority of the issue.
Emergency Level
The support team will begin addressing the incident immediately. Working with the agency and CIO Support teams, the support team will identify an individual responsible to complete the work immediately. The support team will identify an action to be taken and an estimated completion date if known. The incident ticket will be updated immediately with this information. Updates to the incident tickets will occur when any of the following events occur:
- The estimated completion date is determined or changed
- An action is determined or changed
- The incident has been resolved
High Level
The support team will begin addressing the incident within 2 hours. Working with the agency and CIO Support teams, the support team will identify an estimated start date, an individual responsible to complete the work, action to be taken and an estimated completion date. The incident ticket will be updated within 2 business hours with the information list above or the progress of gathering this information. Updates to the incident tickets will occur when any of the following events occur:
- The estimated start date is determined or changed
- The estimated completion date is determined or changed
- An Individual is assigned or the individual assigned is changed
- An action is determined or changed
- The incident has been resolved
Medium Level
The support team will begin addressing the incident within 4 hours. Working with the agency and CIO Support teams, the support team will identify an estimated start date, an individual responsible to complete the work, action to be taken and an estimated completion date. The incident ticket will be updated within 4 business hours with the information list above or the progress of gathering this information. Updates to the incident tickets will occur when any of the following events occur:
- The estimated start date is determined or changed
- The estimated completion date is determined or changed
- An Individual is assigned or the individual assigned is changed
- An action is determined or changed
- The incident has been resolved
Low Level
The support team will begin addressing the incident within 8 hours. Working with the agency and CIO Support teams, the support team will identify an estimated start date, an individual responsible to complete the work, action to be taken and an estimated completion date. The incident ticket will be updated within 8 business hours with the information list above or the progress of gathering that information. Updates to the incident tickets will occur when any of the following events occur:
- The estimated start date is determined or changed
- The estimated completion date is determined or changed
- An Individual is assigned or the individual assigned is changed
- An action is determined or changed
- The incident has been resolved
Customer Prerequisites (For Quality Service)
The customer’s prerequisites will be documented during the preparation of the Service Level Agreement.
Support
The Office of the CIO Help Desk may be reached at 1-800-982-2468 or 471-4636 or 471-INFO or by e-mailing GWI.Support@nebraska.gov .
For those interested in self serve capabilities, an End User Desktop allows customers to submit their own tickets. The current status of existing tickets can be obtained with a Lotus Notes client at Helpdesk@nebraska.gov from a browser.
Related products
Software Application Design
Software Application Development
Glossary/Expanded Explanations
Emergency Level Issue – Turnaround is immediate. A personal, direct, contact will be made by the IT Help Desk to the person responsible. If they are not available an identified backup or supervisor is contacted to assure immediate resolution. Level is determined because all or most locations are unable to perform their work.
GWI – Help Desk issues tracking system from GWI Software
High Level Issue – Turnaround in 2 hours or less. Level is determined because multiple locations or workgroups are unable to perform their work.
Low Level Issue – Turnaround in 8 hours or less. Level is determined because there is no actual function loss, it is low priority and/or informational only.
Medium Level Issue – Turnaround in 4 hours or less. Level is determined because a single location or workgroup is unable to perform their work or service may be degraded or restricted.
On-Call – Production Support team which is not on site after hours but may be called by the Shift Analyst Support Team for assistance with issue resolution.
Shift Analyst Support Team – After normal work hours production support team. Available to analyze and resolve issues when possible, or based upon their analysis contact the on-call staff for issue resolution support.
Date of last revision: March 30, 2007
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