ITD offers enterprise service level contracted, customized, 24/7 Tier-1 support 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 commonalities when it comes to supporting 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.
Contact ITD's Service Desk to discuss your options or arrange a demonstration.
Organizations everywhere are overhauling their support structures. Gone are the days of the helpless desk. Today, service is strategic.
As a result, an enterprise approach towards support has emerged within the State of North Dakota. Today, ITD extends its Tier-1 support service to a variety of government functions, including:
Desktop and application support for the Department of Human Services
Desktop and application support for the Department of Public Instruction
Desktop and application support for the Bank of North Dakota
Desktop and application support for the Job Service North Dakota
Application support for ConnectND Enterprise Resources Planning, in conjunction with the Office of Management and Budget and the ND Public Employee Retirement System
Application support for Criminal Justice Information Sharing (CJIS), in conjunction with the Office of the Attorney General, State Courts, Department of Corrections and Rehabilitation, ND State's Attorneys, and law enforcement agencies statewide
Support for e-government application authentication and "Contact Us" questions from the North Dakota Web Portal
Directory support for citizens calling the North Dakota State Capitol switchboard at 701 328-2000
ITD provides an optional service to deploy auto-discovery agents on hardware dedicated to their agency for those utilizing Configuration Management Database (CMDB) services.
ITD provides users an IT Service Management Tool for users to authenticate into the system for the purpose of processing and fulfilling work.
ITD provides 24/7 Tier-1 telephone and online support. An optional service for those agencies who choose not to log all of their incidents themselves.
On November 5, generic service request routing changed.
FrontRange Solutions, Inc. has been ITD’s Customer Service Management software vendor for over 15 years now; whereas ITD and several other North Dakota state agencies are currently using FrontRange’s IT Service Management solution called ITSM.