Multi-Factor Authentication

Service Description

 

Multifactor authentication (MFA) is a security system that combines two or more methods of authentication from independent categories of credentials to verify the user’s identity for a login or other transactions. In MFA each additional authentication factor is intended to increase the assurance that an entity involved in communication or trying to access an application or system is who, or what, they are declared to be.

The three categories of authentication factors are often described as:

  1. Password: Something you know
  2. Token: Something you have
  3. Biometric: Something you are

The MFA solution for the State of North Carolina offers enhanced protection and helps to deliver strong security via a range of secondary authentication methods, including mobile apps, phone calls, text messages, third-party software or physical tokens.

The MFA solution will support the scale and availability required by the state to service its customer’s most critical applications through distribution of the MFA solution across the state data centers.

 

Benefits

  • MFA is essential in addressing the state’s security and compliance requirements.
  • MFA integrates with numerous modern applications and across many platforms.
  • The MFA service is highly reliable and scalable, supporting high volume mission critical applications.
  • Agencies can integrate one or more of their applications into the MFA solution.
  • Agencies can delegate administration to one or more application owners to manage MFA for their users.

 

Customers

North Carolina Departments, Agencies and Executive branches

 

Service Support

The DIT Service Desk operates 24 x 7 and offers a single point of contact for all customer inquiries related to DIT services for the State of North Carolina. The DIT Service Desk agents provide business and technical infrastructure analysis, problem solving, and first and second level diagnostics.

Hours of Operation

DIT Services are available 24 x 7, excluding planned outage maintenance windows and unavoidable events. Maintenance windows are used only when needed for planned changes that have gone through the DIT Change Management Process. In addition to the Standard DIT Maintenance Windows, site-specific changes may be coordinated with customers at non-standard times.

DIT Standard maintenance windows include:

  • 4:00 a.m. to 7:00 a.m. each Thursday
  • 4:00 a.m. to 12:00 p.m. each Sunday

Any service maintenance windows outside these standard windows are documented in the service specific SLA.

 

Contacting Support and Ticket Escalation

The DIT Service Desk is the single point of contact for initiating all Incidents and Service Requests, including any requests for ticket escalation. Assistance may be reached at 919-754-6000, toll free at 1-800-722-3946 or via email at DIT.incidents@its.nc.gov. The Business Relationship Manager assigned to your agency is available to address any questions regarding DIT Services, processes or information technology business needs.

 

DIT Global Service Levels

Please follow the link below to be directed to the DIT Global Service Level document; which includes information on Incident and Service Request handling as well as Change Management. https://it.nc.gov/document/global-service-levels

 

How Do We Charge?

During fiscal year 2017-2018 service rates will be based on a monthly user fee. Overall costs and rate methodology is under review by OSBM and billing rates will be published once approved. Early adopters to the service, prior to July 1, 2017 will not be charged monthly service fees. However, all subscribers will be expected to pay usage fees after July 1, 2017. Please contact the MFA service team for more information.

 

DIT Communications Hub

If you are a customer of this service, please visit our Customer Communication Hub to self-register for communications regarding this service and to view Service Status.

  • If you are unable to access the new DIT Communications Hub please contact the DIT Service Desk at 919-754-6000 or DIT.incidents@its.nc.gov.

 

Next Steps

To subscribe to the MFA service, contact the DIT Service Desk at 919-754-6000 or 1-800-722-3946, or email DIT.incidents@its.nc.gov. to begin the process. A member of the MFA Operations Team will contact you to discuss your requirements.