ETS offers enterprise level support service, Monday-Friday 7am-5pm. Tier-1 support is provided to agencies as an alternative to managing their own internal service desks. Government entities are finding that even though they provide unique services, they share common support strategies to their customers. The philosophy of an enterprise service desk is to blend people, process, and technology in a way that efficiently and effectively supports customers.

Customer Benefits

• People - An enterprise service desk allows for the widest window of coverage using the most efficient level of staffing. It leverages the skills of customer-centric analysts to log, categorize, prioritize and in some cases resolve incidents; thus freeing more technically focused staff from constant interruptions and reprioritization of work. Customers also love having a single point of contact to report problems, ask questions, request information, and provide feedback.

• Process - A common framework for incident management has been adopted from the industry "best practices" published within the Information Technology Infrastructure Library (ITIL). The enterprise process manages incidents throughout their life-cycle; even if they cross agency boundaries. Guidelines have been adopted for common components, such as categorization and prioritization. Service Level Objectives have been defined to help manage customer expectations. Key Performance Indicators are collected to measure results across the enterprise.

• Technology - A toolset for managing incidents across the enterprise has been implemented.  Incidents may be transferred from one business unit to another, yet data can be secured to meet the requirements of each agency. By sharing hardware components, software licensing and administrative resources, a feature-rich system is obtainable at an affordable price.