The Office of Client Support Services (OCSS) is responsible for support of all Commonwealth Office of Technology (COT) services, IT asset management, and for monitoring and maintaining the integrity and availability of the Commonwealth's infrastructure and application availability. In addition, OCSS provides physical layer and facilities support to the Commonwealth Data Center (CDC) and Alternate Data Center (ADC). This office also provides front line customer support for all users of the Commonwealth's IT services. The Office of Client Support Services consists of three (2) divisions and one branch:
- Enterprise Operations and Monitoring Branch
- Division of Support Services
- Division of Field Services
Enterprise Operations and Monitoring Branch - Consist of 3 Teams
Enterprise Monitoring – Main Console Team
The Enterprise Monitoring Team, also known as Main Console, provides 24x7x365 monitoring of all systems housed on the 3rd and 4th floors of the Commonwealth Data Center (CDC) per criteria provided by systems support and the customer, as well as the environmental conditions surrounding the physical equipment. They provide operational support for all systems housed on the 3rd and 4th floors of the CDC, such as IPLs, reboots, restarting services, dumping regions, stopping/starting databases, etc. They provide operational support for disaster recovery and backups. They also provide 24x7x365 monitoring for Kentucky Emergency Warning System (KEWS). They conduct call outs to the state police, or the electric company of problems arise at any of the KEWS towers across the state. This team also answers phones and provides help desk support during off hours and maintains a contacts database for equipment housed on the 3rd and 4th floors that provides pertinent information about each system.
Enterprise Monitoring Configuration Management Team (EMCM)
The team is responsible for the administration of enterprise monitoring systems such as Dynatrace and System Center Operations Manager (SCOM). These responsibilities include ensuring that the Commonwealth’s systems are properly configured for monitoring, managing the monitoring platforms, creating custom monitoring workflows, providing appropriate visibility to the Main Console and other vested teams, training in the usage of the respective monitoring platforms and ensuring alert notifications are properly dispatched. Additionally, this team is called upon to assist with in-depth troubleshooting of systems and applications.
This team also holds the responsibility of managing the Commonwealth’s Configuration Management Database (CMDB). Initially with the assurance of properly configured discovery and ingestion of the Commonwealth’s infrastructures and service-critical items. The EMCM also hold the responsibility for the maintenance of the CMDB to ensure accuracy and legibility of the Configuration Items to enable their usefulness for activities such as inventory, auditing, reporting, change processes, incident management, etc. In addition, we work with vested entities to determine and implement integrations and automations with other systems for the appropriation of additional data and/or to utilize data to produce tangible outcomes and efficiencies.
Operations Facilities Engineering Team
This team provides physical layer and facilities support to the CDC and ADC. We provide internal support for COT owned equipment with building racks, physical install of the equipment, installing/testing all cables and rack level electrical load balancing. We provide COT ongoing cable support and assist with low level connectivity issues including cable integrity up to the face of the GBICs. They are responsible for the proper weight balancing of the racks as to not overload the floor ratings; keep the power distribution units (PDU), Uninterruptible Power supply (UPS) and the redundant power feeds balanced to ensure capacity when one side of power is not available; they are the Project Managers for many types of activity that impact layer 0 and layer 1, this includes electrical, heating, ventilation, and air conditioning (HVAC) and any other project that has an impact on the envelope of the CDC and ADC. Manage floor space customer placement and provide them with the solution from details they provide us.
Division of Support Services
This Division is responsible for the administrative functions (billing, ordering, receiving, documentation, etc.) necessary to provision, support and sustain the delivery of IT services to the user community.
Asset Management Branch
The branch is responsible for tracking the various hardware and software assets throughout their service life cycle. The branch is responsible for receiving equipment into inventory, tagging, and importing the items into the current Asset Management application, ServiceNow. Annually reviewing Insurance policies and adjusting to ensure accuracy in coverage against damages and loss. Tracking its geographic location and custodianship, and ultimately disposing of it when it reaches end-of-life. Working with IT Service Management (ITSM) Team to configure workflows in the Hardware Asset Management & Software Asset Management modules to facilitate.
Similarly, the branch's Software Asset managers works to ensure the appropriate use for the Commonwealth’s software assets, tracking all purchases, reviewing maintenance agreements, and overseeing Enterprise License Agreements. Ensuring the correct Entitlements and User allocations are documented in the ServiceNow system. Working with the various vendors to perform auditing and historical statistics as needed.
This branch also includes a billing team who is responsible for all monthly COT Agency billing including COT related Services, Pass Through, Billing, and fixed Cost Billing. They enter, audit and correct billing issues for all the above items along with creating reports for the Financial Management Team. They also correct, gain approvals, and submit billing and/or credits for network data circuits, digital or Voice over IP phone billing, Centrex voice circuits, long distance service, and purchased equipment from stock.
Customer Service Branch
The branch is the first point of contact for all users of the Commonwealth's IT infrastructure services. The branch is staffed with Helpdesk International (HDI) Certified Service Desk Analysts, who assist with services such as e-mail, local and wide area network connectivity, servers (Windows, UNIX, and mainframe) and related applications. Each employee is ITTL (Information Technology Infrastructure Library) certified which is a set of detail practices for IT Service Management (ITSM) that focuses on aligning IT service with the needs of the business. All requests for support and for establishing new services are tracked and monitored using pre-defined processes and procedures to facilitate a timely and predictable response. Incidents reported to the branch are directly assigned to higher level support staff as needed to ensure a timely and accurate resolution of the issue. Help with any COT-provided services is available from the CSD by phone, email or COT' s online self-service web portal. ITSM (ServiceNow) support is configured, implemented, and supported by technical staff within this branch. This branch consists of 4 teams.
The Technical Services Team is the first level of support within the CSD. They work directly with customers typically via telephone-initiated calls to assess the incident, document the incident in the current ITSM platform (ServiceNow), resolve the incident if possible and route the incident to the appropriate support teams should they not be able to resolve the issue themselves. The scope of incidents can range anywhere from password assistance and connectivity issues to complete hardware failures.
Customer Care Team
The Customer Care Team is the initial contact for customers who are typically requesting services from COT. They work on customer submitted emails to assess the request, document the request in the current ITSM platform (ServiceNow), and assigning tasks to the appropriate support teams based on the service requested. The team also provides customers with status updates on their requests and works to direct them to the ServiceNow Self Service Portal to allow customers to submit their requests directly into the ServiceNow platform. This gives the customer the freedom to submit and track future requests as needed.
Incident Response Team
The Incident Response Team (IR Team) is the second level support within the CSD. They work closely with customers on more complex issues which require direct access to the customers workstation to assess and triage. The team is able to mitigate the majority of incidents/issues which do not require a direct physical presence at the customer’s site. If an issue it deemed to require direct physical access, the IR Team works closely with COT’s Field Services Branch to re-assign tasks accordingly.
Information Technology Service Management (ITSM) team
The ITSM team provides support for the current ITSM Enterprise Platform, ServiceNow. Utilizing ITIL foundations to implement core platform configurations on which multiple agencies can build their unique ITSM environments. The team ensures the platform is upgraded to a current operating system version and fully supported based on ServiceNow standards.
The team configures and supports the following platform modules to date; ITSM (Incident, Service Request, Change, Problem, Asset Provisioning Request (APR), Hardware Asset Management (HAM), Software Asset Management (SAM), Configuration Management Database (CMDB), Service Mapping – ITOM Visibility, Web Portal, & Mobile.
The team provides consulting and development functions for both internal and external customers. Developing requirements, configuring solutions, and implementing those solutions as indicated by their respective requirements. Identify manual processes and developing automated workflows that are accessible via a Web-based Portal, where customers can submit requests directly into the platform and tickets created automatically on their behalf.
Division of Field Services
This Division provides statewide support of endpoint devices (Desktop, Laptop, and Tablet) as well as field-level support for other support areas of COT they are the customer-facing support for all services cot offers. The Division is divided into 5 branches as outlined below.
Enterprise Field Services Branch
This branch is responsible for modernization and standardization of all devices on the Commonwealth's network. This comprises all on-premise and mobile devices maintained by COT. The branch utilizes Active Directory, Azure Active Directory, Microsoft Endpoint Manager Configuration Manager, and Intune to manage and maintain these devices. They are responsible for security patching of all systems, device encryption, group policy management, large-scale software packaging/deployments, application virtualization, operating system images, and large-scale computer deployments/refreshes.
Field Services North, East, West, and South Branches
The Field Services Branches provide support to the end-users of desktop and portable computing devices and client-side support of printing/scanning statewide. The staff utilizes various tools and the latest technology to minimize downtime for the users. These branches provide client-side support of hardware for both out-of-the-box and agency-developed applications. Other duties of the Field Services Branches are agency moves or relocations, Service requests and change requests, assist other teams outside of Field Services that do not have a presence outside of Frankfort (Server, Network, Telephony, and Security). The Field Services Branches also handle manual application deployments/software installs, Hardware deployments, and or repurposed hardware moves. The branches are divided into the following regions across the state.
Field Services East Branch. This branch is divided into two districts, which supports the counties as listed below:
District 1 Counties: Anderson, Bourbon, Boyle, Clark, Estill, Fayette, Garrard, Harrison, Jessamine, Lincoln, Madison, Mercer, Powell, Scott, Woodford.
District 2 Counties: Bath, Boyd, Bracken, Carter, Elliott, Fleming, Floyd, Greenup, Johnson, Lawrence, Lewis, Magoffin, Martin, Mason, Menifee, Montgomery, Morgan, Nicholas, Robertson, Rowan.
Field Services North Branch. This branch is divided into two districts, which supports the counties as listed below:
District 1 Counties: Boone, Campbell, Gallatin, Carroll, Grant, Kenton, Owen, Pendleton.
District 2 Counties: Bullitt, Henry, Jefferson, Oldham, Shelby, Spencer, Trimble.
Field Services South. This branch is divided into four districts, which supports the counties as listed below:
District 1 Counties: Allen, Barren, Butler, Edmonson, Logan, Metcalfe, Monroe, Simpson, Warren.
District 2 Counties: Adair, Casey, Clinton, Cumberland, McCreary, Pulaski, Russell, Wayne.
District 3 Counties: Bell, Clay, Harlan, Jackson, Knox, Laurel, Rockcastle, Whitley.
District 4 Counties: Breathitt, Knott, Lee, Leslie, Owsley, Perry, Pike, Wolfe.
Field Services West Branch. This branch is divided into two districts, which supports the counties as listed below:
District 1 Counties: Ballard, Calloway, Carlisle, Crittenden, Fulton, Graves, Hickman, Livingston, Lyon, Marshall, McCracken.
District 2 Counties: Caldwell, Christian, Daviess, Hancock, Henderson, Hopkins, McLean, Muhlenberg, Ohio, Todd, Trigg, Union, Webster.