NCDIT Resources Guide

This guide shares resources, tools, services, policies and information commonly used and requested by agencies and state employees working with the N.C. Department of Information Technology. It covers the following topics:

Please note that some external sites require logging in with NCID.

Organization & Human Resources

Organization & Human Resources

Organization

NCDIT, led by the state chief information officer, is the leading provider of IT services and oversight to state agencies, local governments and educational institutions.

The NCDIT secretary accepts requests to appear and speak at events.

During high-level IT and organizational changes (e.g. new chief information officers, direct reports and agency VIPs), agencies' assigned business relationship managers can assist with updating and ensuring access to the correct contacts, NCDIT badge privileges, facilities, services, software, websites and meetings, among other services.

Human Resources

Log in to BEACON, the state of North Carolina's human resources and payroll system.

Self-service validation for non-NCDIT access badges is available. Non-NCDIT badges giving state employees, vendors and contractors access to data centers must be validated every 90 days. Visitors and contractors must be escorted by a state employee with badge access while in data centers.

Anonymously report any suspected fraud, waste or abuse by NCDIT employees, contractors or guests.

Find up-to-date policies from NCDIT Human Resources, which offers first-line services and self-services for agencies that are part of NCDIT. Contact NCDIT human resources employees.

NCDIT's Human Resources' SharePoint site has human resources contacts, policies and forms for recruitment, on- and offboarding, news, events, employee relations, benefits, workforce development, performance evaluation and more.

Communication Channels

Communication Channels

Business Relationship Management

The Business Relationship Management team builds collaborative, trusting relationships between agencies and IT staff and service teams and ensures that their services, needs and strategies are aligned.

The BRM Customer Portal offers the current service review agenda, service outage reports, weekly emails summary and other resources.

Each agency has an assigned business relationship manager who provides assistance in numerous ways:

  • Regularly conduct service reviews with agency executives to discuss services and upcoming initiatives
  • Give input to weekly Agency Change Advisory Board meetings on upcoming changes
  • Hold a monthly stand-up meeting with agency stakeholders on current topics
  • Email weekly announcements to agency stakeholders and relevant staff
  • Run the Customer Satisfaction program to improve customer service through an annual assessment of customer satisfaction across key NCDIT operations

NCDIT

NCDIT's Communications Hub gives updated information on service status, projected service outages and technical information bulletins. Agencies can sign up for notifications about these services and related news and documents. The calendar includes planned service maintenance, changes and releases.

Up-to-date information about new service features, developments within NCDIT and broader topics such as the governor's initiatives can be found through NCDIT's

Connect with NCDIT on social media:

State Chief Information Officer

The state chief information officer holds a meeting for agency chief information officers to gather and collaborate on the second Wednesday of every other month. The state chief information officer also distributes a monthly email brief on timely issues and news.

Chief information officers can contact their assigned business relationship managers to request these services.

Services, Programs & User Groups

Services, Programs & User Groups

Services

NCDIT offers more than 40 services to meet the business needs of government agencies and institutions across North Carolina. View the services by category, in A-Z order or in a printable catalog.

Find the current rates for services, which are updated annually and when services are added and discontinued.

Service forms for doing business with NCDIT are available for general, hosting, computing and telecommunication services.

The NCDIT Service Desk is available 24/7 to assist agencies with accessing services. To request a service, submit a ticket through the ServiceNow customer portal.

Programs

NCDIT's statewide programs assist agencies in operating and serving residents more efficiently.

User Groups & Training

PluralSight offers career-relevant courses, training, certifications, skills assessments, workshops, conferences and more for those working in IT.

NCDIT has created a number of user groups and communities of practice that allow IT professionals to collaborate. 

Microsoft 365 & Collaboration Tools

Microsoft 365 & Collaboration Tools

Ordering

Microsoft 365 (formerly Microsoft Officer 365) products are available to all agencies in NCDIT's tenancy but may require an additional license. The NCDIT Service Desk takes service requests through the ServiceNow Customer Portal. The Microsoft 365 Customer Portal describes the suite of products available and gives contact information for billing and support, along with license reports.

Access & Training

Log in to access Microsoft 365 programs.

The Microsoft 365 Customer Portal includes related user groups, training and updates on feature releases. SharePoint training, support and site requests are available.

The Microsoft 365 roadmap gives the schedule of product rollouts and updates.

Available Products

The Microsoft 365 Customer Portal describes the suite of products available:

Telecommunications

Telecommunications

NCDIT offers a variety of telephony options to help state government stay connected—from smart phones, desk phones and pagers to call centers for agencies.

Cell Phones

Cell phones are a pass-through service in which NCDIT and providers have different roles. Agencies directly contact their providers for ordering, billing, repairs, disconnections and service changes. Business relationship managers can assist with any concerns and information needs. 

More details are available about the contracted cell phone services, equipment, rates and billing.

Telephony and Voicemail

The voicemail reference guide gives instructions on checking voicemail while away from the desk.

More helpful information about using NextGen IP Telephony services includes frequently asked questions and a set-up guide.

Support & Security

Support & Security

Service Desk

The NCDIT Service Desk operates 24/7 as the front line for receiving and resolving agency-submitted incidents and service requests and rapidly restoring services.

Check the Service Status page for problem reports and their status.

For critical or time-sensitive issues, call the Service Desk at 919-754-6000 or 800-722-3946. For non-critical issues, submit a ticket through the ServiceNow portal.

With Self-Service Password Reset, NCID users can reset their password and unlock their own accounts. See the NCID frequently asked questions for more information.

The CIO Service Delivery Dashboard shows all the incidents and service requests opened for a particular agency in ServiceNow. Agencies' assigned business relationship managers can provide access using NCID. Access also requires logging in to VPN.

Incidents & Changes

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.

Business relationship managers coordinate with agencies in response to major incidents, which are tracked and managed through NCDIT's ServiceNow portal and Communications Hub.

Agencies can submit quiet period requests to be exempted from any service changes, except for major security incidents or mandates.

Cybersecurity

Find cybersecurity tips, resources and guidance from NCDIT.

The Enterprise Security and Risk Management Office delivers a comprehensive statewide cybersecurity program safeguarding North Carolina's data and information infrastructure. The office provides services for state agencies, federal and local governments, residents and private-sector businesses, including: business continuity management, information security, threat management and incident response and information security consulting and support.

The Enterprise Security and Risk Management Office takes reports of cybersecurity incidents. NCDIT's Service Desk can provide immediate assistance. Call the Service Desk at 800-722-3946 or 919-754-6000, or submit a service ticket in ServiceNow.

Find the contacts and roles of Enterprise Security and Risk Management Office personnel.

The N.C. Information Sharing and Analysis Center supports cybersecurity readiness across the state.

The Statewide Information Security Manual gives state agencies a foundation for managing information security, privacy and risk based on industry standards and best practices.

When planning international travel, contact the Enterprise Security and Risk Management Office about its international travel guidelines to ensure the security of devices and data. Be ready to provide the destination country, travel dates and supervisor's approval.

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.

Resources, Policies & Documents

Resources, Policies & Documents

Resources

NCDIT's Strategic Plan outlines how the agency plans to streamline government operations, improve service delivery and customer service and collaborate across state agencies.

The North Carolina IT Roadmap lays out how the state is undergoing a digital transformation to improve services and operations.

The Power BI-driven Application Portfolio Management dashboard gives a snapshot of real-time data on agencies' product and services portfolios, costs, relationships and lifespans. The data helps agencies inventory and visualize the state of their applications.

Policies

Statewide IT policies cover privacy standards, data management, employee internet and IT use and many other IT technical and security standards.

IT standards, rules and best practices guide meeting state government IT requirements for procurement, architecture, design, engineering and operational activities.

The Statewide Information Security Manual gives state agencies a foundation for managing information security, privacy and risk based on industry standards and best practices.

Documents

Service forms for doing business with NCDIT are available for general, hosting, computing and telecommunication services.

The NCDIT Document Center hosts forms, policies, templates and other documents for all areas of the department's operations.

NCDIT branding is available for logos, letterheads and PowerPoint and report templates.

Agencies can submit quiet period requests to be exempted from any service changes except for major security incidents or mandates.