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MINISTRY OF HUMAN RESOURCES (MoHR)
ICT STRATEGIC PLAN 2014 - 2018

12.24 INITIATIVE 4.6 - Enterprise ICT Service Desk (EISD)

The Enterprise ICT Service Desk (EISD) is primarily to serve to following
capabilities:

1) To equip the IT Operations & Support and other IT
Teams with capabilities for optimising essential IT

Service Desk Services management functionality to
support MoHR IT Services offerings to MoHR

customers. The EISD shall leverage the monitoring

information collected by IT Services Monitoring,
speeding the detection and escalation of issues and
allowing MoHR to provide better quality service,

faster and better managed services and performance

measurement.

2) To enable users/customers to report IT Services
related enquiries, complaints, incidents, new service

request and change management request to the IT
Operations & Support.

3) To enable the IT Service Desk with its consumer like

users experience equips IT service desk teams with
action-based workflows built on ITIL standards, so

they can manage, coordinate, and optimize all aspects
of service delivery.

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