For CIOs Getting Started Organization The N.C. Department of Information Technology, led by the state chief information officer, is the leading provider of IT services to state agencies, local governments and educational institutions across North Carolina. Services include hosting, networking, telecommunications, desktop computing, Office 365 and 24/7 support. NCDIT oversees agencies' IT projects and manages IT procurement, cybersecurity, business relationship strategies and statewide architecture. About NCDIT Leadership Agency CIOs IT Services & Service Desk Service Offerings NCDIT offers more than 40 services to meet the business needs of government agencies and institutions across North Carolina. View services at our NCDIT IT Services website. Find the current rates for services, which are updated annually and when services are added and discontinued. Service Desk The Service Desk is the front line for receiving customer-submitted incidents and service requests. Operating 24/7, it provides customers with advice, guidance and rapid restoration of services. Before contacting the Service Desk about service-related problems such as outages, customers can check the service status. Customers can submit service and incident tickets to ServiceNow, NCDIT's service management system. Agents either resolve issues or escalate them to the next level of support. For time-sensitive, critical requests, customers can call (919) 754-6000 or (800) 722-3946 toll free. Communications Hub NCDIT's Communications Hub provides a single channel of communication for NCDIT customers. It gives updated information on service status and outages, technical information bulletins, new service offerings and other news. Customers can subscribe to notifications about services, documents and news. Business Relationship Management The Business Relationship Management team builds collaborative, trusting relationships with NCDIT customers by advocating on their behalf and ensuring that services meet their business requirements. The team is committed to understanding customers’ business needs and IT strategies, communicating the scope of services and their business value and aligning services with customers' business needs. Business relationship managers are assigned to each agency. They engage with customers to conduct regular service reviews, initiate improvements, monitor and report on service needs and targets and identify and define requirements for new shared services. Incident & Change Management NCDIT's Service Excellence and Service Management teams handle incidents (disruptions to normal operations) and service changes (updates, projected outages and new services, software and hardware) that affect agencies. BRMs coordinate with agencies in response to major incidents. Upcoming changes are discussed in the weekly Agency Change Advisory Board meeting. Customers can contact their agency's assigned business relationship manager to be invited to these meetings. Incidents are tracked and managed through NCDIT's Service Portal and Communications Hub. Data Centers NCDIT's geographically distant Eastern and Western Data Centers provide a secure hosting environment and redundant disaster-recovery capabilities. The two data centers are linked as a single virtual incident management center, supporting high-speed networking, enterprise backups, cloud services and data mirroring across storage environments. Project Approval and Oversight The Enterprise Project Management Office provides guidance, oversight and governance support for IT projects, programs and portfolios. The office develops standards and accountability measures, including criteria for project and program management and review and approval of IT project managers. EPMO's quality manual and quality management system are designed to meet agencies' current and future needs through defined, measurable processes, quality objectives and management control measures.