DISA uses industry best practices as a systemic approach to managing the client relationship, whereby ownership and accountability in the organization are keys to successful partner care and a measurement of service support. This has proven to be a simplified, predictable, professional, high-quality service interface for post-deployment support for partner/DISA agreed upon services outlined in the service level agreement (SLA). The approach addresses services which include, but are not limited to, a support environment through an integrated common set of tools, processes, workflows, and human resource management based on proven best practices.

The Global Service Desk (GSD) is partner-focused, with a trained support staff ready to address a partner's request. As soon as the staff responds to a call, they “own” the incident and are responsible for obtaining information from the partner in an organized and professional manner. This process includes incident management with continual follow up until the issue or question is resolved to the partner's satisfaction.

Key objectives include:

  • Ensure DISA provides consistent, knowledgeable interactions with partners.
  • Integrate partner focus into everyday operations.
  • Provide high-quality, predictable, and professional partner interfaces.
  • Partner with and support a specific partner, with responsibility and accountability to that partner.
  • Shorten the response timeline for the resolution of partner incidents.
  • Ensure a consistent point of contact for the diverse concerns of each partner.

The GSD Management Office (GSDMO) has oversight responsibility for development, continuous improvement, and uniform implementation of standards and processes.

The GSDMO and operations staff are responsible for accomplishing all assigned activities, tasks, and functions in accordance with all work instructions.

The management and operations staff is also responsible for notifying the GSDMO if any information is incorrect or needs improvement.

GSD managers are responsible for assigning accountability for each interaction received. Global Service Desk Analysts (SDAs) receive interactions through multiple media such as phone, message queue, and email. For those interactions not resolved upon first contact, the assigned GSD manager is responsible for pursuing resolution in accordance with applicable SLA and operating procedures.

Follow-up notification to the partner is the responsibility of the GSD manager, in accordance with the established SLA. When an incident occurs, it is the responsibility of the GSD to track the incident to resolution and closure.

Our partner support provides efficient interfaces between traditional partner service providers, technical support elements, operations, and external support organizations (such as vendors). These interfaces are supported via common standards, integrated common tool suites, and common enterprise procedures as well as the removal of traditional barriers, both physical and procedural. Our successful GSD relies on the knowledge elements that pertain to the partner's post-deployment support.

These services are defined as follows:

  • Mid-level expertise
  • Senior-level expertise
  • Technical support
  • External support

The Service Desk uses the following processes and sub-processes:

  • Communicate with partners
    • Respond to initial contacts
    • Conduct ongoing communication
    • Complete communication
  • Assign Accountability
  • Find Solutions
  • Resolve Trouble Management Actions Requests
  • Provide Tracking

Receiving System-Generated Information

System-generated information consists of system messages or alerts that are internally generated by indirect contacts. A message/alert notifies the GSD of a system event or condition that may provide information affecting one or more open incidents. These events may be manually monitored, or they may have automated interfaces that generate a notification or even initiate a ticket in the tracking system.

Examples may include:

  • If significant, the system messages or alerts initiate a notification.
  • The message/alert has the characteristics of either a first contact or a follow-on contact.
  • Dependent on the initial root cause analysis, the appropriate action will be taken.


DISA is dedicated to monitoring the success of support delivery on all promised service levels and ensuring partner satisfaction. DISA wants partners to know someone understands the business impact of their issues, empathizes with their situations, and will “stay with them” until the issue is resolved.

DISA is in a continual state of improvement with leading edge operational philosophy, technical procedures, and tools for maintaining partner relationships. The GSD supports a strong, partner-focused environment and highly responsive post-deployment support services. Common standards, procedures, and centralized enterprise tools for all operating locations ensure partners receive the same predictable high-quality services regardless of processing location. Success in meeting these responsibilities must be addressed from both the internal operations perspective and the external partner perspective.

Ticket Priorities

Download the ticket priority matrix.


Service Desk Levels of Support

Level I

  • Optional service (additional cost to partner)
  • Interactions received: from end user to service desk
  • First interaction is to DISA GSD for resolution
  • Open tickets

Level II

  • Basic service (included in the rates)
    • Tier I service desk analyst (SDA)
    • Security
    • Core operating system (OS) and Enterprise System Management (ESM) software maintenance
    • Tier II System Administration (SA) (if managing the servers)
      • Monday-Friday (0800-1600)
        : If the entire partner user base is located in the same time zone, core service hours are based upon that location. If the partner user base is geographically dispersed, the hours are determined by the location of the personnel remotely managing the workload. If touch labor is necessary, the hours will be based upon the physical location of the equipment.
      • Two-hour call back for emergencies
      • One time per month, scheduled maintenance window
  • Extended to every workload we manage
  • Calls received from component's service desk
  • Service desk to service desk (e.g. LI-LII, LII-LII, LIII-LII)
  • Partners’ end users call component’s service desk

Level III

  • Optional service (additional cost to partner)
  • Calls received from vendor/subject matter expert (SME) service desk to service desk
  • Issues elevated to 3rd party (i.e. BOC, Oracle, McAfee, SUN, Microsoft)
  • Intimate knowledge of a given business, such as:
    • Logistics
    • Accounting and finance
    • Security
    • Health care
    • Software package or other subject matter
    • Vendor support

Service Desk Skillset

Tier I

  • Basic Services (included within the rates)
  • SDA support
  • Open tickets
  • Collects partner contact and incident information
  • Provides ticket number
  • 5-10 minute first call resolution (FCR)
  • Unable to resolve, assigns to Tier II
  • Password resets
  • Answers phones/emails 24x7
  • Redirects misrouted calls
  • Ensures consistent ticket updates
  • Notifies service desk lead on critical/high visibility incidents
  • Closes fixed tickets
  • Proactive asset infrastructure monitoring

Tier II

  • Optional service (additional cost to partner)
  • Application support
    • Load application release/patches
    • Application management and modification
  • Tech support
    • Database Administration (DBA)
    • SA - Operating Environment (OE)

Tier III (optional - not routine)

  • Optional service (additional cost to partner)
  • External support
  • Vendor
  • Developer for specific product/service