Specifications include, but are not limited to: 4.1 (i) MNIT’s Service Desk To provide service and to resolve problems quickly, MNIT’s Service Desk environment includes Incident Ticketing, which monitors the network equipment components and services using monitoring and diagnostic equipment purchased from different Contract Vendors. MNIT’s Service Desk is located at 658 Cedar Street, St. Paul, MN. It provides the single point of contact for all incident reporting, problem escalation, and resolution for MNIT customers. MNIT customer’s first call for service for is to contact our service desk to coordinate problem diagnosis with appropriate Contract Vendor(s). The following provides a general flow of the problem reporting and resolution process: • Incident is reported to MNIT’s Service Desk via one of the following: o Contract Vendor’s monitoring/alerting o MNIT’s service staff o MNIT’s customer • MNIT’s Service Desk staff diagnoses the problem and isolates it as a Contract Vendor, facilities, equipment, card, port, etc., issue. MNIT directs the problem to the appropriate Contract Vendor and coordinates all repair and restoration activities when it is determined not within MNIT’s support. • If necessary, MNIT dispatches repair personnel with Contract Vendor’s repair personnel. If this takes place, MNIT staff coordinates all repair and restoration activities. • MNIT’s Service Desk contacts the customer periodically to provide problem resolution status and closes the problem after notifying the user of service restoration. MNIT has the responsibility for managing problems until they are resolved when service is delivered through MNIT billable services. Accountability for problem management stays with MNIT’s Service Desk even as the problem is escalated to multiple support personnel and organizations. Information regarding the problem (initial logging, updates, escalation, etc.) status is always maintained by MNIT’s Service Desk. 4.2 (i) CPV Members/Non-Executive Branch of Government Service Desk The CPV members/non-executive branch of government receiving services under this contract will provide a service desk function. The CPV members/non-executive branch of government will provide a point of contact and service desk information to be identified as part of the service implementation. The CPV member/non-executive branch of government service desk receiving service under this contract has the management responsible for problem detection and its resolution. They will be the first call for service and coordinate problem diagnosis with appropriate Contract Vendor. The following provides a general flow of the problem reporting and resolution process for a CPV member/non-executive branch of government customers: • Incident is reported by the CPV member/non-executive branch of government to the Contract Vendor. • The Contract Vendor will work with the CPV member/non-executive branch of government service desk to diagnose the problem and get resolution. The CPV member/non-executive branch of government customer has the responsibility for managing problems until they are resolved. Accountability for problem management stays with them. The problem information is maintained by the CPV member/non-executive branch of government service desk.
