ICTMS

INFORMATION COMMUNICATION TECHNOLOGY
MANAGEMENT SECTION (ICTMS)

NON- FRONTLINE SERVICE

1. ICT Support Services

a. Information Systems Development

Information Systems Development is a process for planning, creating, testing, deploying

and maintaining an information system.

Office or Division: BSSDD ICTMS

Classification: Highly Technical

Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Memorandum or Proposal Requesting Office

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The business 1. Four [4] sub- N/A Depends on the Butch G.

owner [Office, processes are requirement of Gacusan/

Bureau, Service or initiated by the the business Computer

Unit] submits a ICTMS-BSSDD, in owner Programmer III

request for coordination with the Romallie M.
information Data Management Ocampo/
systems Division [DMD]: Information
development thru a ● BPRA
memorandum, ● System Technology
proposal Design Officer

or request for ● System

Technical Development Butch G.
Assistance ● System Testing Gacusan/
2. A fifth [5] sub-process Computer
Programmer III
which is the System
Deployment is done

in partnership with the Romallie M.
Infrastructure Ocampo/

Management Division Information

[IMD], Network and Technology
Technical Service Officer I
Support Division

[NTSSD] and Cyber

Security Group

[CSG].

TOTAL

a. Project Management and Facilitation

Project Management is the practice of initiating, planning, executing, controlling, and
closing the work of a team to achieve specific goals and meet specific success criteria at the
specified time.

Office or Division: BSSDD ICTMS
Classification: Highly Technical
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

TOR, Project Specification Requesting Office

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The business 1. The BSSDD provides N/A 100 days Jan Michael P.
technical assistance to
owner [Office, the Business Owner in (Depends on Gopez/ Section
the formulation of
Bureau, Service or the Terms of Reference the requirement Chief

Unit] submits a of the business

request for owner)

information systems for the outsource project

development thru a 2. The Team Lead provides Jan Michael P.
memorandum, technical assistance to Gopez/ Section
proposal or request the Business Owner and
for Technical Service Provider in Chief
Assistance gathering the

requirements and actual

system development

3. The Business Analyst Jan Michael P.
provides technical Gopez/ Section
assistance in the
preparation of summary Chief
of agreements and its
endorsement to
respective units.

4. If the Information System Romallie M.
is ready for deployment, Ocampo/
the Team Lead Information
coordinates with
Infrastructure Technology
Management Division Officer I
(IMD) for resource
requirements

5. The Team Lead Patrick Lorenze
coordinates with Cyber P. Santos/
Security Group for the Information
Vulnerability Assessment
of the Information Systems Analyst
System. III

6. If the system passes Patrick Lorenze
vulnerability assessment, P. Santos/
the Data Management Information
Division (DMD) deploys
the system on production Systems Analyst
database environment III
and the Infrastructure
Management Division Romallie M.
deploys the system on Ocampo/
production application Information
environment.
Technology
Officer I

Total N/A

c. Management of Change Request

The change management process in systems engineering is the process of requesting,
determining attainability, planning, implementing, and evaluating changes to a system.

Office or Division: BSSDD ICTMS

Classification: Highly Technical

Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

Change Request Form ICTMS BSSDD

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The Business 1. The Analyst logs and N/A Minor change Butch G.
Owner submits reviews the Change (1-2 days) Gacusan/
Change Request Request Form. If the CRF Computer
Form. is valid, the Analyst will Major change Programmer III
draft an assessment and (7-14 days)
recommendation else the New module Romallie M.
CRF will be returned to Ocampo/
Business Owner with Information
attached notes.

(30-60 months) Technology
Officer I
2. If the CRF is
transactional, the Data Butch G.
Management Division Gacusan/
(DMD) executes the Computer
request through back- Programmer III
end. An execution report
and signed CRF will be Romallie M.
prepared right after the Ocampo/
execution. Information

3. If the CRF is not Technology
transactional, but a Officer I
System Functionality-
Related concern, the Butch G.
Developer codes the Gacusan/
request. Computer
Programmer III
4. A unit testing will be
conducted once done Romallie M.
coding. If there are no Ocampo/
bugs found in the system, Information
the Analyst conducts
system testing. Technology
Officer I
5. Once the system passes
the testing and no bugs Butch G.
are found, the Analyst Gacusan/
prepares a UAT form Computer
which will be Programmer III
accomplished by the
Business Owner. Romallie M.
Ocampo/
Information

Technology
Officer I

Butch G.
Gacusan/
Computer
Programmer III

Romallie M.
Ocampo/
Information

Technology
Officer I

Business Owner

6. The Business Owner Butch G.
conducts the User Gacusan/
Acceptance Testing. Computer
Programmer III
7. The Analyst reviews and
logs the accomplished Romallie M.
UAT form. If there are no Ocampo/
bugs found in the system Information
the developer will request
for system deployment. Technology
Officer I
8. The Data Management
Division deploys the Butch G.
requested changes on Gacusan/
Production Environment Computer
for database related Programmer III
requests otherwise the
Infrastructure Romallie M.
Management Division Ocampo/
[IMD] for source code Information
related changes.
Technology
9. The Analyst consolidates Officer I
the forms and updates
the status in the project Butch G.
monitoring system. Gacusan/
Computer
10. The Team Leader Programmer III
signs the form and
returns them to business Romallie M.
owner. Ocampo/
Information

Technology
Officer I

Jan Michael P.
Gopez/ Section

Chief

Total Minor change:
1-2 days

Major change:
7-14 days

New module:
30-60 onths

d. VPN Connection Issue Resolution/Escalation

The Cyber Security Group administers, manages and maintains Perimeter Security
solutions and related Systems across all regional offices and data centers

Office or Division: CSG ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The Client 1. NTSSD will then N/A 4 Hours Jan Michael P.
[Office, Bureau, Transcribe/Classify/E (Refer to Gopez/ Section
Service or Unit] scalate the Ticket ICTMS SLA)
submits a ticket Chief
thru ICT 2. CSG will Assess and
Support Validate User Jan Michael P.
Ticketing Credentials and Gopez/ Section
System. Authorization
Chief

3. BSSDD/DMD will Jan Michael P.
process VPN Service Gopez/ Section
authorization
availability Chief

4. CSG will then Jan Michael P.
configure policy for Gopez/ Section
Application
Server/VPN Access Chief
for User and Test
User connectivity 4 Hours
(Refer to ICTMS SLA)
Total

e. Virus or Malware Issue

The Cyber Security Group administers and maintains enterprise End-point Security

Solutions for Central and Field Offices.

Office or Division: CSG ICTMS

Classification: Simple

Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The Client 1. NTSSD will N/A 8 hours Patrick Lorenze
[Office, transcribe/classify
Bureau, the Incident if it’s a (Refer to P. Santos/
Service or valid virus or ICTMS SLA) Information
Unit] submits malware incident.
a ticket thru Systems
ICT Support 2. CSG will perform 2
Ticketing processes: 1) Analyst III
System. Investigate cause of
incident and Patrick Lorenze
Issue/update and P. Santos/
install/Update Information
Endpoint Solution. Systems
Analyst III

3. advisory on Patrick Lorenze
affected/restored P. Santos/
services. Information
Systems
4. If the issue requires Analyst III
AV installation or
update, CSG will Patrick Lorenze
isolate infected unit If P. Santos/
the issue need OS Information
Level Systems
repair/restoration, Analyst III
CSG will isolate
infected unit for deep Jan Michael P.
analysis and execute Gopez/ Section
restoration of
services. Chief
Patrick Lorenze
5. If it needs external
SLA, CSG will P. Santos/
escalate to external Information
SLA.
Systems
Total Analyst III

8 hours
(Refer to ICTMS SLA)

f. Application Vulnerability Assessment

Perform regular security monitoring to identify/mitigate any possible
intrusions/vulnerabilities.

Office or Division: CSG ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: BSSDD
CHECKLIST OF REQUIREMENTS
WHERE TO SECURE
VA Ticket
ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON
BE PAID
TIME RESPONSIBLE

1. BSSD/The 1. CSG will execute N/A 1 Day Patrick Lorenze
Developer submits Vulnerability (Depends on P. Santos/
a VA Ticket, Assessment Information
NTSSD will then proper. the VA Systems
transcribe/ classify Request) Analyst III
ticket and CSG will 2. If Documents are
assess Application incomplete it will Patrick Lorenze
documentation and be given back to P. Santos/
Test Environment. BSSD for Information
completion. Systems
Analyst III

3. Preparation and Patrick Lorenze
Patch Production P. Santos/
Environment will Information
be issued when Systems
there are no Analyst III
vulnerabilities
found. 1 Day
(Depends on the VA Request)
Total

g. Information Security Incident Management

The Cyber Security Group will adequately respond to an intrusion or incident, limit
immediate incident impact to users and stakeholders.

Office or Division: CSG ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE
ICT Support Ticket
ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES PROCESSING PERSON
TO BE
PAID TIME RESPONSIBLE

1. The Client 1. NTSSD will N/A 4 Hours Patrick Lorenze
[Office, Bureau, transcribe/classify the
Service or Unit] Incident if it’s a valid (Depends on P. Santos/
submits a ticket virus or malware the IMR Information
thru ICT Support incident. Request)
Ticketing Systems
System.
Analyst III

2. CSG will classify and Patrick Lorenze
assess Nature on P. Santos/
Incident and will Issue Information
necessary advisory Systems
and assess extent of Analyst III
damage or data loss.

3. If issue requires Patrick Lorenze
patching, CSG will P. Santos/
forward to Information
BSSDD/DMD for Systems
patching application Analyst III
and servers.
Romallie M.
4. If issue requires Ocampo/
restoration, CSG will Information
forward
to BSSDD/DMD for Technology
backup restoration. Officer I

5. If issue requires Patrick Lorenze
physical security check, P. Santos/
CSG will forward to Information

BSSDD/DMD and will Systems
escalate to Admin Analyst III
Service Security. Jan Michael P.
Gopez/ Section
6. If issue requires
physical security check, Chief
CSG will forward to
BSSDD/DMD and will 4 Hours (Depends on the IMR
escalate Law to Request)
Enforcement (e.g. NBI,
CIDG).

Total

h. Website and Domain Provision

Perform methodical data processing, integration, system integration, or enterprise
application integration, organized as shared service of the DSWD and an inherent entity within
the ICTMS.

Office or Division: IMD ICTMS
Classification: Highly Technical
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON
BE PAID
TIME RESPONSIBLE
N/A
1. The requesting 1. The request 30 days Requester
office will be would be encoded in (Subject to the
sending the the ICTMS ticketing approval of the
request in via via system for DIR and CSG)
memorandum documentation and
addressed to the assigned to the proper Marites M.
ICTMS director technical staff. Maristela, CESO
and cc’ed the IMD
Chief which will be 2. Once the ticket
approved / is assigned or
disapproved by reassigned to the
proper division or

the ICTMS technical staff, the III/ Regional
Director technical staff would Director
prepare a report to the
director for approval of Jan Michael P.
the request. Gopez/ Section
3. The technical
staff would execute Chief
the instructions of the
Director. Joselito V. Ulep/
Administrative
4. The staff will
transfer the ticket to Assistant II
CSG for evaluation (Technical)
and approval for
publishing. Patrick Lorenze
P. Santos/
5. The technical Information
staff will inform the
client and create a Systems Analyst
report via the ticketing III
system for
documentati-on. Jan Michael P.
Gopez/ Section
Total
Chief

Joselito V. Ulep/
Administrative

Assistant II
(Technical)

30 days (Subject to the
approval of the DIR and CSG)

i. Server Provisioning

Provide Infrastructure Management, the ICT core service that lays the foundation of

information management services, and manages and secures the network, computing, and

data center infrastructure and ancillary services that support its operation.

Office or Division: IMD ICTMS

Classification: Simple

Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON
BE PAID
TIME RESPONSIBLE
N/A
1. The requesting 1. The request 8 Hours – If Requester
office will be would be resources are
sending the encoded in the Any ICTMS
request in via ICTMS ticketing available technical staff
memorandum via system for ( Subject to
addressed to the documentation endorsement
ICTMS director and assigned to of BSSDD to
and cc’ed the the proper
BSSD Chief technical staff. IMD)
which will be The BSSD would
approved / provide Any ICTMS
disapproved by recommendation technical staff
the ICTMS s to IMD on the
Director deployment Romallie M.
specifications. Ocampo/
Information
2. Once the ticket is
reassigned, the Technology
system Officer I
administrator
checks if the Romallie M.
ticket originated Ocampo/
from BSSD. If it Information
is not, it is
endorsed to Technology
BSSD for Officer I
checking and
evaluation. In Jan Michael P.
case that the Gopez/ Section
ticket is from
BSSD, then Chief
proceed to the
next step. Marites M.
Maristela,
3. The technical CESO III/
staff would
evaluate the
current capacity
of existing ICT
resources. In
case that the
resources can

accommodate Regional
Director
the

requirements,

the server is then

provisioned.

Otherwise, the

requirements

would be

endorsed to the

Office of the

Director for

Procure- ment.

Total 8 Hours – If

resources are

available

(Subject to

endorsement of

BSSDD to IMD)

j. Active Directory Account Provisioning

Direct the development, installation, and maintenance of information systems, security
controls, confidentiality, integrity and availability of information

Office or Division: IMD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON
BE PAID
TIME RESPONSIBLE
N/A
1. The user or client 1. The ticket is being 4 Hours Any ICTMS
will create a evaluated by the technical staff
technical support helpdesk
ticket via ICTMS administrator from the
ticketing system at NTSSD and will
https://ictsupport.d assign to the proper
swd.gov.ph. Once ICTMS division or
the ticket is technical staff.

created, a ticket 2. If the ticket is Jan Michael P.
number shall assigned to the IMD Gopez/ Section
ticket pool in which
automatically be the unit head or IMD Chief
sent to the client’s staff can take an
registered or unassigned ticket for Patrick Lorenze
official email. The resolution. In cases P. Santos/
where a ticket is Information
helpdesk mislabeled the ticket Systems
is then re-assigned to Analyst III
administrator shall the proper division.
acknowledge the Jan Michael P.
client’s Technical 3. Once the ticket is Gopez/ Section
Assistance (TA) assigned to the
System Administrator Chief
request. group or technical
staff, the technical Patrick Lorenze
staff will coordinate to P. Santos/
client for validation Information
and get the necessary Systems
information: Analyst III

a. First Name: Requester
b. Middle Initial:
c. Surname: Jan Michael P.
d. Ext. Name (if any): Gopez/ Section
e. Office Name and
Chief
Division/Unit:
f. Official Email or Patrick Lorenze
P. Santos/
personal email (where Information
the user credentials Systems
would be sent) Analyst III
2. The technical staff will
process the creation Jan Michael P.
of Active Directory Gopez/ Section
(AD) account
(username and Chief
password).
Patrick Lorenze
3. Once the AD account P. Santos/
is created, the Information
technical staff shall
provide the user
credential and AD
manual for employees

via email for Systems
documenta- tion. Analyst III

Total 4 hours

k. Active Directory Account VPN Access

Provide Infrastructure Management, the ICT core service that lays the foundation of
information management services, and manages and secures the network, computing, and
data center infrastructure and ancillary services that support its operation.

Office or Division: IMD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON
BE PAID TIME RESPONSIBLE
1. The user or client 1. The ticket is being
will create a evaluated by the N/A 4 Hours Any ICTMS
technical support helpdesk (Subject to the technical staff
ticket via ICTMS administrator from
ticketing system at the NTSSD and will approval of Jan Michael P.
https://ictsupport.ds assign to the proper CSG) Gopez/ Section
wd.gov.ph. Once ICTMS division or
the ticket is created, technical staff. Chief
a ticket number Romallie M.
shall automatically 2. If the ticket is
be sent to the assigned to the IMD Ocampo/
client’s registered or ticket pool in which Information
official email. The the unit head or Technology
helpdesk IMD staff can take
administrator shall an unassigned Officer I
acknowledge the ticket for resolution.
client’s Technical In cases where a
Assistance (TA) ticket is mislabeled
request. the ticket is then re-
assigned to the
proper division.

3. Once the ticket is Jan Michael P.
assigned or Gopez/ Section
reassigned to the
proper division or Chief
technical staff, the Romallie M.
technical staff will
coordinate to client Ocampo/
for validation and Information
get the following Technology
information:
Officer I
a. Purpose: Requester
b. Server/System to
Jan Michael P.
be Gopez/ Section
accessed: (sample:
http://172.XX.XX.X Chief
X:3000) Patrick Lorenze P.
c. Access Type: Santos/ Information
(sample: HTTPS) Systems Analyst III
5. The technical staff
will transfer the ticket to 4 Hours
Cyber Security Group (Subject to the approval of CSG)
(CSG) which contains
pertinent information to
CSG process.
a.) AD Group Name
b.) Purpose
c.) System to be
accessed
d.) List of users
included
Total

l. Systems Patching

Perform methodical data processing, integration, system integration, or enterprise
application integration, organized as shared service of the DSWD and an inherent entity within
the ICTMS.

Office or Division: IMD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON
BE PAID
TIME RESPONSIBLE
N/A
1. The user or client 1. The ticket is being Web Any ICTMS
will create a evaluated by the Application: 4 technical staff
technical support helpdesk
ticket via ICTMS administrator from the Hour
ticketing system at NTSSD and will
https://ictsupport.ds assign to the proper Software Server
wd.gov.ph. Once ICTMS division or side: 8 Hours
the ticket is created, technical staff.
a ticket number Jan Michael P.
shall automatically 2. If the ticket is Gopez/ Section
be sent to the assigned to the IMD
client’s registered or ticket pool in which Chief
official email. The the unit head or IMD
helpdesk staff can take an Patrick Lorenze
administrator shall unassigned ticket for P. Santos/
acknowledge the resolution. In cases Information
client’s Technical where a ticket is Systems Analyst
Assistance (TA) mislabeled the ticket III
request. is then re-assigned to
the proper division. Joselito V. Ulep/
Administrative
3. Once the ticket is Assistant II
reassigned to the (technical)
proper technical staff,
the technical staff in Patrick Lorenze
turn checks if the P. Santos/
ticket originated from Information
BSSD. If it is not, it is Systems Analyst
endorsed to BSSD for III
checking and
evaluation. In case Joselito V. Ulep/
that the ticket is from Administrative
BSSD, then proceed Assistant II
to the next step. (technical)

4. The technical staff
would ensure that a
backup of the system
files is secured prior
to patching

5. The technical staff Patrick Lorenze
would apply the patch P. Santos/
and inform the CSG Information
of the patches Systems Analyst
applied. III

6. The technical staff will Joselito V. Ulep/
inform the client and Administrative
create a report via the Assistant II
ticketing system for (technical)
documenta- tion.
Patrick Lorenze
P. Santos/
Information
Systems Analyst
III

Joselito V. Ulep/
Administrative
Assistant II
(technical)

Total Web Application:
(4 Hours)

Software Server side:
(8 Hours)

m. Datacenter Entry

Responsible for managing the enterprise-wide network connectivity, providing computing
support and maintaining applications in the production environment.

Office or Division: IMD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The user or 1. The ticket is being N/A 8 Hours Ant ICTMS
client will create a evaluated by the (Subject to the technical staff
technical support helpdesk administrator approval of the
ticket via ICTMS from the NTSSD and will Division Chief)
ticketing system at assign to the proper
https://ictsupport.dsw ICTMS division or Jan Michael P.
d.gov.ph. Once the technical staff. Gopez/ Section
ticket is created, a 2. If the ticket is
ticket number shall assigned to the IMD Chief
automatically be sent ticket pool in which the
to the client’s unit head or IMD staff can Romallie M.
registered or official take an unassigned ticket Ocampo/
email. The helpdesk for resolution. In cases Information
administrator shall where a ticket is
acknowledge the mislabeled the ticket is Technology
client’s Technical then re-assigned to the Officer I
Assistance (TA) proper division.
request. Jan Michael P.
3. Once the ticket is Gopez/ Section
assigned or reassigned to
the proper division or Chief
technical staff, the
technical staff would Romallie M.
check if the proper Ocampo/
information and Information
documents are in order.
● Delivery Receipt Technology
● Equipment List Officer I
● System
Documentation Jan Michael P.
● Activity List Gopez/ Section
4. Once the documents
Chief
are in order, the activity
is then allowed to Romallie M.
proceed. Ocampo/
Information

Technology
Officer I

5. The IMD technical staff Jan Michael P.
will create a report via Gopez/ Section

Chief

the ticketing system for Romallie M.
documentation Ocampo/
Information
Total
Technology
Officer I

8 Hours
(Subject to the approval of the

Division Chief)

n. DNS Update

Direct the development, installation, and maintenance of information systems, security

controls, confidentiality, integrity and availability of information

Office or Division: IMD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The user or client 1. The ticket is being N/A 4 Hours Any ICTMS
evaluated by the
will create a helpdesk (Subject to the technical staff
technical support administrator from the
ticket via ICTMS NTSSD and will Approval of the
ticketing system at assign to the proper
https://ictsupport.d ICTMS division or BSSDD and
swd.gov.ph. Once technical staff.
the ticket is CSG)
created, a ticket 2. The ticket request
number shall must first be Patrick
automatically be forwarded to the CSG Lorenze P.
sent to the client’s and BSSD for
registered or approval. Both CSG Santos/
official email. The and BSSD must both Information
provide approval
Systems
Analyst III

helpdesk before endorsing the Jan Michael P.
request to IMD for Gopez/
administrator shall processing.
acknowledge the 3. If the ticket is Section Chief
client’s Technical assigned to the IMD
Assistance (TA) ticket pool in which Patrick
the unit head or IMD Lorenze P.
request. staff can take an
unassigned ticket for Santos/
resolution. In cases Information
where a ticket is
mislabeled the ticket Systems
is then re-assigned to Analyst III
the proper division.
The ticket must Patrick
include the Lorenze P.
recommendation from
CSG and BSSD. Santos/
4. The technical staff Information
would then execute
the recommendation Systems
of the CSG and BSSD Analyst III

5. The IMD technical Patrick
staff will create a Lorenze P.
report via the ticketing
system for Santos/
documentation Information

Systems
Analyst III

Total 4 Hours

(Subject to the Approval of the
BSSDD and CSG)

o. Master Data Management (Database Development)

Master Data Management is the set of technology, tools, and processes that
ensure master data is coordinated across the enterprise.

Office or Division: DMD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

1. Request for 1. Gather user process BE PAID TIME RESPONSIBLE
system and data
development or requirements N/A Specs Romallie M.
enhancement
Provision (4 Ocampo/
Hours) Information

Deployment/In Technology
stallation (2 Officer I

Weeks) Butch G.

Gacusan/

Computer

Programmer III

2. Design Database Romallie M.
logical design Ocampo/
Information

Technology
Officer I

Butch G.
Gacusan/

3. Create database Computer
physical design in Programmer III
development
environment Romallie M.
Ocampo/
4. Test developed in Information
database
Technology
Create Database Officer I
production
Butch G.
Total Gacusan/
Computer
Programmer III

Romallie M.
Ocampo/
Information

Technology
Officer I

Butch G.
Gacusan/
Computer
Programmer III

Specs Provision
(4 Hours)

Deployment/ Installation
(2 Weeks)

p. Master Data Management Change Management (Add/Change/Delete
Master Data or Existing Databases)

Just like with database development or database structure creation, change management
involves close coordination with the data owners and systems analysts or software
developers (both from the BSSDD).

Office or Division: DMD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE
ICT Support Ticket
ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. Submit Signed CRF 1. Change Management N/A Patching (4 Romallie M.
process (BSSDD) Hours) Ocampo/
Information
Change
Request (4 Technology
Officer I
Hours
Butch G.
Gacusan/
Computer
Programmer III

2. Executes request on Romallie M.
backend Ocampo/
Information

Technology
Officer I

Butch G.
Gacusan/
Computer
Programmer III

3. Updates concerned Romallie M.
database Ocampo/
Information

Technology
Officer I

Butch G.
Gacusan/
Computer
Programmer III

4. Update master Romallie M.
database (if needed) Ocampo/
Information
Communicate changes
Technology
Officer I

Butch G.
Gacusan/
Computer
Programmer III

Total Patching
(4 Hours)

Change Request
(4 Hours)

q. Data Visualization

DMD performs tasks and process for data visualization or presentation of data in a
graphical form, in order to help decision-makers and project managers interpret data easily
and make evidence-based decisions.

Office or Division: DMD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSIN PERSON

BE PAID G TIME RESPONSIBLE

1. Request for data 1. Gather and check N/A Creation (if Jan Michael P.
visualization via requirements
DSWD data is Gopez/ Section
Dashboard.
complete (4 Chief

Hours)

2. Generate required Updating Butch G.
data for visualization Visualization Gacusan/
(if Database) Computer
based on Programmer III
non-database
data (1 day)

3. Provide on hand data Creation (if Butch G.
(if non database data is NOT Gacusan/
data) Computer
complete Programmer III
4. Clean data and (would
produce required Butch G.
tables depend on Gacusan/
data Computer
Programmer III
completion
from

requester)

5. Produce data Butch G.
visualization Gacusan/
Computer
Programmer III

6. Receive data Butch G.
visualization for final Gacusan/
review Computer
Programmer III
7. Upload in DSWD
dashboard. Butch G.
Regular updates (if Gacusan/
needed) Computer
Programmer III
Total
Creation:
if data is complete

(4 Hours)

Updating Visualization based on
non-database data (1 day)

Creation: if data is NOT
complete (would depend on
data completion from requester)

r. Database Support

Aside from the above processes, the DMD also receives Database Support services such
as database table updates, data extraction, data migration, database-related application
deployment, script deployment, table extraction, transformation, and loading, application
support via addition of admin users, etc.

Office or Division: DMD ICTMS

Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

1. Request BE PAID TIME RESPONSIBLE
database
support via ICT 1. Provide initial N/A Maintenance/ Any ICTMS
Support
Ticketing response within 30 Optimization technical staff
System
mins and coordinate (24

with the requester. Hours/depend

2. Provide resolution on the size of Assigned

within set SLA the tables/ Technician/All

database) ICTMS

Technical Staff

PPIS Account

Activation &

3. Review and approve Updates (4 Assigned
resolution Hours) Technician/All

4. Change ticket status ICTMS
Close Ticket and Technical Staff
answer Customer
Satisfaction Survey Requester

Total Maintenance/Optimization (24
Hours/depend on the size of the

tables/database)

PPIS Account Activation &
Updates
(4 Hours)

s. GIS Support

The Geographic Information Systems (GIS) Unit of the Data Management Division
handles all GIS-related concerns and support of the Department.

Office or Division: DMD ICTMS
Classification: Highly Technical
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. Request for GIS 1. Coordinate with N/A Data Support Butch G.
TA and provides OBSU/Client. Clarifies
corresponding TA needs and data (30 days) Gacusan/
data availability.
Computer

Programmer III

2. Analyzes needed data Butch G.
Gacusan/
Computer
Programmer III

3. Process Spatial Data

4. Cleanses data Butch G.
5. Process Spatial Data Gacusan/
6. Finalize Processed Computer
Programmer III
Spatial Data
Butch G.
7. Assess if request is met Gacusan/
Computer
8. Receive GIS output Programmer III
9. Provide Users training
Butch G.
Total Gacusan/
Computer
Programmer III

Butch G.
Gacusan/
Computer
Programmer III

Butch G.
Gacusan/
Computer
Programmer III

Butch G.
Gacusan/
Computer
Programmer III

Butch G.
Gacusan/
Computer
Programmer III

Data Support (30 days)

t. Incident Requests on ICT Hardware and Software

Processes technical assistance for both hardware and software

Office or Division: NTSSD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE
ICT Support Ticket
ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The OBSUs submit 1. The Service Support N/A 4 Hours Assigned

their incident Team Lead assess and (Refer to ICTMS Technician/All
SLA) ICTMS
request through ICT assign the ticket to
Technical Staff
helpdesk system. appropriate desktop

support engineer.

2. Desktop Support Assigned
Technician/All
Engineer provide service
ICTMS
support for ICT software Technical Staff

and hardware trouble to

end user

3. If there's a need for Assigned
Technician/All
Service Provider’s
ICTMS
intervention, service Technical Staff

support engineer provide

a TA Report for

submission to

Procurement

Management Division-

Contract Management

Division, if for warranty

claim or to the OBSU

concerned for facilitation

of Purchase Request, if
for Service Provider’s

diagnosis and parts

replacement.

Total 4 Hours

(Refer to ICTMS SLA)

u. ICT Technical Specification Request

Processes technical assistance for both hardware and software

Office or Division: NTSSD ICTMS
Classification: Simple

Type of Transaction: G2G
Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE
ICT Support Ticket
ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The OBSUs submit 1. The Service Support N/A 3 Days Any ICTMS
their incident Team Lead assess and (Refer to technical Staff
request through assign the ticket to ICTMS SLA)
ICT helpdesk appropriate desktop
system. support engineer.

2. Desktop Support Assigned
Technician/All
Engineer provide ICTMS Technical

Technical Specification Staff

Report based on 3 Days
(Refer to ICTMS SLA)
industry standard and

market research.

Total

v. Request for Evaluation ICT Hardware and Software

Processes technical assistance for both hardware and software

Office or Division: NTSSD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The BAC N/A 3 Days Jan Michael P.

Secretariat request (Refer to ICTMS Gopez/ Section
for evaluation of ICT
equipment through SLA) Chief

a memorandum 1. The ICTMS Director Jan Michael P.
addressed to the endorse the request to Gopez/ Section
Director of ICTMS NTSSD.

Chief

2. NTSSD creates a Romallie M.
Technical Working Group Ocampo/
to evaluate the Information
Quotations of Bidders.
Technology
3. The Technical Working Officer I

Group submits an Patrick Lorenze
P. Santos/
Evaluation Report Information

indicating if a bidder is Systems Analyst
III
found to be compliant or

not to BAC Secretariat.

Total 3 Days
(Refer to ICTMS SLA)

w. Assessed as Activity/Training Support

Processes technical assistance for both hardware and software

Office or Division: NTSSD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The OBSUs submit N/A Duration Assigned
their incident request
through ICT helpdesk 1. Provide tools/equipment depends on Technician/All
system. if needed. OBSU request ICTMS Technical
(Refer to ICTMS
Staff
SLA)

Assigned

Technician/All

2. Deliver Technical ICTMS Technical
Support.
Staff

3. Confirm with client when Assigned
done. Technician/All
ICTMS Technical

Staff

4. Return tools/equipment Assigned
from their proper Technician/All
disposition if there is any. ICTMS Technical

Total Staff

Duration depends on OBSU
request

(Refer to ICTMS SLA)

x. Technical Assistance for VOIP

Processes technical assistance for both hardware and software

Office or Division: NTSSD ICTMS
Classification: Simple
Type of Transaction: G2G
Who may avail: DSWD Central Office OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE
ICT Support Ticket
ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The OBSUs submit 1. Reach out to the end N/A Duration Romallie M.
their incident request user to verify the issue
through ICT helpdesk depends on Ocampo/
system.
OBSU request Information

(Refer to ICTMS Technology

SLA) Officer I

2. After the issue is verified, Romallie M.
The engineer assigned Ocampo/
will apply remote(reboot Information
the phone, change
config and network Technology
status) solution to solve Officer I
the issue
Romallie M.
3. The Engineer will render Ocampo/
onsite checking if remote Information
solution do not
addressed the issue Technology
such as, audio cables, Officer I
displays, dial keys, and
network connectivity Romallie M.
Ocampo/
4. In the event that the Information
issue cannot be
resolved, the engineer Technology
will make factual Officer I
conclusion and endorse
the matter to network Duration depends on OBSU
team request
Total
(Refer to ICTMS SLA)

y. Technical Assistance for Webconference/Livestream

Processes technical assistance for both hardware and software

Office or Division: NTSSD ICTMS
Classification: Simple
Type of Transaction: G2G
Who may avail: DSWD Central Office OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE
ICT Support Ticket
ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The OBSUs submit 1. Reach out to the end N/A Duration Assigned
their incident request user to verify the issue
through ICT helpdesk depends on Technician/All
system. OBSU request
(Refer to ICTMS ICTMS
Technical Staff
SLA)

2. Gather the requirement Assigned
of the end user such as Technician/All
the venue and the
schedule of the event ICTMS
Technical Staff
3. Advice the end user to
conduct an initial dry run Assigned
to determine the issue Technician/All
that may arise
ICTMS
Technical Staff

4. If an issue is Assigned
encountered, coordinate Technician/All
with respective focal to
addressed the issue ICTMS
Technical Staff
5. If the issue cannot be
addressed due to defect Jan Michael P.
on feature, escalate to Gopez/
the service provider
Section Chief
Total
Duration depends on OBSU
request

(Refer to ICTMS SLA)

z. Wide Area Network

Processes technical assistance for both hardware and software

Office or Division: NTSSD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The OBSUs submit 1. Conduct an initial N/A 4 hours for Jan Michael P.

their incident request troubleshooting by remote Gopez/ ITO II
through ICT helpdesk assistance, 1
system. checking the network day for onsite, 3 Romallie M.
days if hardware Ocampo/ ITO I
cables, device alarms, replacement is

and conduct a Ping Test required

and Traceroute. By doing

this, the network engineer

can isolate if the cause of

the problem is physical or

logical.

2. Next is to identify the

issue, if it is a physical

issue, conduct power

cycle on the router or

modem and/or replace

the cables. If it is a logical

problem, report the issue

to the Service Provider

together with the ping &

traceroute results and

pictures of the hardware

showing the alarm.

3. Confirm with the remote

contact person if the link

is already restored.

4. Require an Incident

Management Report from

the Service Provider after

issue is resolved for

documentation purposes.

Total 4 hours for remote assistance, 1

day for onsite, 3 days if hardware

replacement is required

aa. Network (Wired and Wireless)

Processes technical assistance for both hardware and software

Office or Division: NTSSD ICTMS
Classification: Simple
Type of Transaction: G2G

Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The OBSUs submit 1. The first step to do when N/A 4 hours if only Romallie M.
their incident request single user is Ocampo/
through helpdesk this issue occurs is to Information
system. affected, 8
check the physical layer - hours if an Technology
OBSU is Officer I
the network cable for
affected Romallie M.
wired user and wireless Ocampo/
Information
adapters for wireless
Technology
users. Officer I

2. Next is to check the

network configurations of

the device of the user

requesting the ticket.

Check the IP

configurations of the

device if it is acquiring the

proper addressing

scheme. Initiate a ping

test to the LAN gateway

and outside network such

as Google DNS. Check

the port where the device

is connected in the switch

or wireless access point

where the device is

connected.

3. Confirm to the end-user Romallie M.
Ocampo/
that the ticket is already Information

resolved before closing Technology
Officer I
the ticket in the Ticketing
4 hours if only single user is
System. Document the affected, 8 hours if an OBSU is

procedure undertaken for affected

reference.

Total

bb.ICT Support Ticketing System

Processes technical assistance for both hardware and software

Office or Division: NTSSD ICTMS
Classification: Simple

Type of Transaction: G2G

Who may avail: All DSWD OBSU
CHECKLIST OF REQUIREMENTS WHERE TO SECURE

ICT Support Ticket ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON

BE PAID TIME RESPONSIBLE

1. The ICT 1. While the email is N/A Depends on the Assigned

Support Ticketing [email protected]. Incident/Service Technician/All
System is accessible With this ticketing system, Request ICTMS
via Web form and via end-user can now monitor
email. The URL to the progress of his/her (Refer to ICTMS Technical Staff
access the said Technical Assistance (TA) SLA)

system is request. There are two

https://ictsupport.ds classifications of TA

wd.gov.ph using the request, Incident and

AD credentials for Service Request each has

login. its respective Category

and subcategory to be

able to be concise on

each TA request.

2. The moderator will assign Assigned
the TA to the technician. Technician/All
The assigned technician
shall provide an initial ICTMS

response to the Technical Staff

requester.

3. Upon resolution, the Assigned
technician will change the Technician/All
status to resolved.
ICTMS
4. Should the requester Technical Staff
agreed, he/she will update
the ticket status from Requester
resolved to close
otherwise she/he should Requester
reply to the ticket to
reopen the ticket
automatically.

5. Once the ticket status has
changed into close, the

requester will receive an N/A
invitation to answer the
Customer Satisfaction
Survey.

Total

cc. Wireless Service (Wiserv)

Processes technical assistance for both hardware and software

Office or Division: NTSSD ICTMS
Classification: Simple
Type of Transaction: G2G
Who may avail: All DSWD OBSU

CHECKLIST OF REQUIREMENTS WHERE TO SECURE
ICT Support Ticket
ICT Support Ticketing
System. https://ictsupport.dswd.gov.ph

CLIENT STEPS AGENCY ACTIONS FEES TO PROCESSING PERSON
BE PAID
1. Request of technical Wiserv focal to check the TIME RESPONSIBLE
assistance ( Account status of the registered None
Activation/Deactvati account. Depends on the Assigned
on; Account Update;
Keyword Creation; Facilitates request within the Incident/Service Technician/All
Inaccessible) set SLA Request ICTMS

(Refer to ICTMS Technical Staff
SLA)

Update the status of the ticket

2. Click the closing link from Open to resolve upon

received via email if logging of the resolution

amenable with provided

resolutions provided

else reply the

remarks to reopen

the ticket.

3. Accomplish the

Customer

Satisfaction Survey

Form received via

email.

Total N/A