DSS Services and Operations

Services and Operations are responsible for Infrastructure Operations, Client Operations, Customer Services and Service Planning.

Infrastructure operations

The teams within Infrastructure Operations, in IT Assist, are responsible for the support and management of the Core IT Infrastructure Hardware and Software platforms for NICS core departments (including Department of Justice organisations), to Non-Departmental Public Bodies (NDPB) and Arms Length Bodies (ALB) and to wider Public Sector organisations. 

This environment includes the IT Assist Private Cloud environment, Public Sector Shared Data Centres, the network and server infrastructure and equipment, NICS Voice & Unified Communications Services and all of the core corporate applications (including email, SQL Database, Active Directory, Backup & Restore, Client Management applications and Web services). 

This command is also responsible for the implementation, support and management of the NICS IT security infrastructure including firewalls and Internet access.

Client operations

Incident Management Team provides the ITIL service desk and service request function for both IT Assist and IT Assist confidential customers. 

Client Services Team responsibilities include the purchase, refresh and provision of desktop, laptop and smartphone devices for IT Assist customers.

Small projects Team is responsible for the completing of pieces of work that involve larger business areas and that need to be schedules and resourced to meet the business area’s needs.  

Customer Services

The core purpose of Customer Services is ensuring that our customers enjoy a positive experience when receiving services and engaging with DSS. The key functions are:-

The Account Management Team who provide day to day support for all Digital Shared Services customers which includes the NICS Departments and many of their associated Non Departmental Public Bodies or Arms Length Bodies for all departments including the NIDirect Contact Centre;

The primary function of the Service Level Management (SLM) team is to produce and maintain the DSS Service Catalogue and associated Service Level Agreement (SLA), following the ITIL SLM best practice guidelines.

Change, Configuration and Release Management

  • the Change and Release Management process involves assessing the impact of any changes to the network infrastructure and assigning to the relevant team for implementation.
  • the Configuration Management process involves the identification and management of Configuration Items which are under the control of the Change and Release process.
  • the administration of LANDesk - this is the Service Management Tool used for the logging of incidents and service requests; changes; problem investigations and Management Information reports. 

The Problem and Knowledge Management Team is responsible for managing the lifecycle of all IT Assist problem records.

The Business Continuity Management Team is responsible for the ongoing development, maintenance and testing of the DSS Business Continuity Management System (BCMS).

Service Planning

Service Planning is responsible for identifying new replacement and redundant services for ITAssist and for securing new customers for ITAssist.

The Enterprise Architects are responsible for designing solutions, ensuring all new services fit the strategic direction of the NICS.

The Contract Management Office is responsible for a large number of contracts, including critical high value contracts.

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