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Organization IT Services & Service Desk

IT Services & Service Desk

Service Catalog
Our Service Catalog explains service components and the rates associated with utilization of the service, and is updated when services are discontinued or new ones are added. Rates are established on an annual basis, with approval from the Office of State Budget and Management.

DIT Service Desk
Our Service Desk is the front line for receiving customer-submitted incidents as well as service requests. We operate 24/7 to provide customers with advice, guidance, and the rapid restoration of services. Our agents log incidents or requests into our IT service management system and either resolve the issue or escalate it to the next level of support.

Communications Hub

Communications Hub

In addition to contacting the Service Desk about a service-related problem, such as an outage, also check the service status postings on our Communications Hub to see if status information has been provided.  It is also important to set alerts on the Communications Hub to obtain notifications about services, documents and news.

Business Relationship Management (BRM)

Business Relationship Management (BRM)

The BRM team builds and strengthens collaborative and trusting relationships with our customers by advocating on their behalf and ensuring that our services meet their business requirements. We are committed to understanding our customers’ business needs and IT strategy, communicating the scope of our services and the business value they provide, and ensuring that we maintain focus on our customers by aligning services with their business needs.

Agency Service Reviews: Our team actively engages with our customers and other staff to conduct regular service reviews and initiate improvements, monitor and report on services and service level targets within SLAs, identify and define requirements for new shared services, and engage IT professionals with the business to better understand how to support their needs. List of BRM Agency Assignments.

Incident Management

Incident Management

Incident Management manages and tracks Incidents (a disruption to normal operations) and Service Requests (for new services, software or hardware).  The Incident Management application is designed to manage the entire Incident Management process to assist in restoring service to customers as quickly as possible.  

Major Incident Process (MIP) 
If an Incident is causing major impact, or potentially major impact, to the business and requires a response that is above and beyond that given to standard incidents, a MIP may be declared. MIPs are prioritized as critical incidents and require cross-agency coordination, management escalation, the mobilization of additional resources and increased communications. Depending upon the customer impact, DIT may provide communications to agency contacts. The BRMs work with agencies to maintain MIP contact information.

Change Management

Change Management

Change Management ensures standardized methods and procedures are used for efficient and prompt handling of all Changes in an organizations operational environment

The Agency Change Advisory Board, which consists of agency and DIT representatives, meets on each Wednesday to communicate all extensive, wide-spread and significant changes that impact DIT and multiple agencies.

Data Centers

Data Centers

The Eastern Data Center (EDC) is located in Raleigh and provides a secure 24/7 hosting environment.  The Western Data Center (WDC), located in Rutherford County, provides a secure and redundant 24/7 disaster-recovery capability.  The WDC is linked with EDC by creating one “virtual” Incident Management Center, allowing for streamlined, integrated communication for all services.