FAQs: Frequently Asked Questions

The Department of Technology Services presents the following questions and responses to help the Service Catalog users/customers learn how to use the Service Catalog to evaluate, select and utilize DTS services and products.

QUESTION 1: What is the purpose of the Service Classification?

RESPONSE: The DTS services are grouped into four classifications based on the DTS lifecycle of the technology (hardware, firmware or software). The Service Classifications are Emerging, Mainstream, Containment, and Retirement. For example, CA.mail can be used to illustrate the Service Classification (See the GAAIT for definitions).

• Emerging - Microsoft Exchange 2007

• Mainstream - Microsoft Exchange 2003

• Containment - Microsoft Exchange 5.5

• Retirement - Microsoft Exchange 5.0

---

QUESTION 2: What is the difference between Standard and Non-Standard service?

RESPONSE: The DTS offers services to federal, state and local government customers. Each of these services is described as a standard service, a non-standard service, or a service with both standard and non-standard. (See the GAAIT for definitions)

Example 1: The DTS may offer Brand A backup software as a standard service. If the customer requires Brand B, this is a customization that may require a different rate or cost. Costs (e.g., including resources, software, training, etc.) have been factored in the standard rate. Brand B requires research for potential different costs (e.g., resources, software, training, etc.).

Example 2: When a customer requires more support than what is available as part of a standard service, the DTS and the customer may agree to include additional support as a non-standard component of the service. This may occur if the customer requires additional Service Desk support during peak periods or critical periods (e.g. during elections or at the end of a calendar quarter or fiscal year). In these situations, the DTS would customize the standard service that would result in a non-standard service.

For both examples, cost recovery supports the methodology that a standard service should be charged to all customers who use the service. A non-standard service should be charged to the customer who requires the customization.

---