IT Shared Services Catalog

DTO Service Desk

For help with an issue or to request a new service, contact the DTO Service Desk:

Hours of Support: The DTO Service Desk is available on a 24/7 basis. 

Support beyond the DTO Service Desk is available during normal business hours (8:30 a.m.–5 p.m. Monday through Friday, excluding state holidays), and after business hours on an on-call emergency basis using established criteria for determining emergencies.

When a service request or incident is created by a DTO Service Desk analyst, the customer receives an email message containing a service request number or an incident number. The customer also receives an email message when an incident or request is resolved.
 
The DTO Service Desk staff makes every effort to resolve issues during the first contact and will escalate issues to the next level of support as needed.
 

Service Request Fulfillment

The target timeframe to fulfill service requests depends on the request. 

Incident Resolution

Admin strives to respond to and resolve incidents according to their priority level. Priority is based on a combination of impact and urgency as defined below:

  • Impact – The measure of the effect an incident is having or might have on the business.
  • Urgency – The measure of the amount of time until an incident has a significant impact on the business.