Let's Get IT Together

Monday, February 25, 2013

DTS DCM Program Recertified as ISO 20000 Compliant

Montgomery County's Desktop Computer Modernization (DCM) program recently passed its SEVENTH annual recertification audit by the NSF-ISR International Auditing body. In 2007 Montgomery County was the 8th operation in all of North America to receive ISO 20000 certification and the first Public Sector organization to do so. DCM is now the 5th longest standing certification in North America.

Friday, February 01, 2013

New IT Help Desk Ticketing System as of February 1, 2013

The IT Help Desk has moved to Remedyforce effective this morning, Friday, February 1st. All NEW IT INCIDENTS MUST BE CREATED IN REMEDYFORCE. Note that the work queue/group names are the same as THEY WERE IN SDE. You can also send an email to HELPIT to have an incident opened in Remedyforce. Additional training (video on the web site and live training) will be available for Remedyforce in the near future. Note that you are NO LONGER able to create new incidents in Service Desk Express (SDE). However, YOU WILL be able to continue updating and closing existing SDE incidents. The IT Help Desk will be migrating remaining open SDE incidents into Remedyforce over the next several weeks. The SDE tickets will be cross-referenced to the new Remedyforce ticket then closed in SDE. Please contact the IT Help Desk at 240-777-2828, option 1 if you have any questions or problems with Remedyforce.