RMO No. 04-2018 — Prescribes the policies and guidelines on the use of a new BIR Service Desk (Centerpoint) System Digest | Full Text | Annex A | Annex B

REPUBL1C OF THE PHILIPPINES DEPARTMENT OF FINANCE BUREAU OF INTERNAL RE\'ENUE Decernber 27.2017 REVENUE MEM'RANDUM ,RDER No. 4 - lo I I SLrb.iect: BIR Service Desk System To: All Internal Revenue Officials, Employees and Other Concerned I. BACKGROUND The BIR Help Desk and Customer Assistance Division (CAD) have used Prolnsight System for over ten years in the management, escalation and tracking resolution of concerns/inquiries reported by BIR users and external clients. For BIR Help Desk and CAD to be more effective and responsive, a new BIR Service Desk (CenterPoint) Systern is now being implemented. CenterPoint System is a web-based application that enables the creation. maintenance and monitoring of incident reports or service requests raised b), end-users. lt can accommodate multiple-simultaneous users from BIR offices. Henceforth, designating 'Requester' to access the new system for fast deliveryiresolution ofconcerns. II. OBJECTIVES This Order is issued to: 1. Prescribe policies and gr-ridelines on the use of CenterPoint Systern to create. monitor and track resolution of incident repofis and ensure service requests are expediently acted on. 2. Empower every BIR office to create, monitor and close. through the systern. the incidents or service requests affecting their office. J. Establish a singular and controlled facility of raising and tracking resolution of incident reports andlor rnonitoring action on service requests. iH5f-i4ff:iotftfiP,{'f/afi'# prer JAl{ 16 2018 /-/ RECEIVED,,

III. POLICIES,ANd GUIDELINES l. BIR Help Desk shall now be called BIR Service Desk. 2. Heads of BIR offices shalldesignate a'Requester'to be given access to the BIR Service Desk Systern. A username and password shall be provided to the designated 'Requester'. 'Requester' shalt refer to the designated employee of the office/division who logs/creates incident report / service request of 'User' in the concerned office. 'User' shall refer to the owner or the person who encounters and raises an issue or incident to the 'Requester' of the concerned office. 'Requesteris' per office/division shall be: R No. Office I per Ofllce All National 0ffice (NO) Of flces (excluding LTS) Rcvenue Regions (RR) I per Regional O1'llce All Divisions under RR Revenue District Olfices (RDOs) 1 per Division I-alge Taxpayers Service (LTS) All Divisions under LTS 2 per RDO LTD - Davao I 1br L]-S LTD - Cebu 2 per Division 2 lbr LTD - Davacr 2 fbr LTD - Cebu J. The latest version of Google Chrome and/or MS Edge shall be installed in a,,vorkstation to access the BIR Service Desk System and shall be accessible via intranet, through http ://serv icedesk.bi r. gov.ph/Centerpo int/. 4. All incident reports / service requests of every office shall be created electronicalll' through the BIR Service Desk System by the'Requester'officially designated by the concerned office. 5. If the BIR Service Desk Systern is not available/accessible. the Service Desks of National Office (NO), Revenue Data Centers (RDCs) and CAD shall nranually create/log the incident report/service reqLrest r-rsing the BIR Service Desk Request Form (Annex A).A manual numbering system shall be devised to track the incident repoft/service request received through call. email or in person. These incident reports/service requests shall be logged into the system once the system becomes avai Iableiaccessible. 6. If an office is unable to access the BIR Service Desk System. the designated 'Requester' shall raise the incident reporl/service request thru call or in person. 7. BIR Service Desk System,including CAD. shall be for internal users only. In turn. CAD shall use the BIR Service Desk Systern to log/raise incident repofls / service requests of external users to the appropriate Problem Resolution Groups. EIN]',I,I: CF INTEB}{AI REYENUT }i]-CORDS MGT. DT\rySION ,/:ol P.r.4. L JAN (#rr^ RECEYV'OrUW,d

8. If the 'Requester' is not available. the'User' can directly reporl tnru ernaill"cailor in person the issue to the Service Desks of NO and RDCs for the creation of the irrcident report/serv ice req uest. 9. All concerned persorrnel are strongl),encouraged to open their BIR official ernail accounts regularly to ensure that all incoming emails. parlicularly notifications on service requests. are received and processed on time. 10. Service Desks of NO. RDCs and CAD shall close all resolved incident repofts / service requests after one (1) month of no confirmation response fiorn the'Requester'. Except fbr QMS sites (lSO Certified Districts), incident reporl/service request shall be closed per quality plan. IV. PROCEDURES A. Designated Requester of Concerned BIR Office l. Receive incident report / service request of concerned office using the Service Request Checklist (Annex B) duly filled up by 'User' containing standard format of request/incident for the Request Title and Request Description including required attachment. 2. Log into the BIR Service Desk System http:/iservicedesk.bir.eov.ph/Centerpoint/. J. Create/Log incident report / service request by filling up all required fields in the system: o Status - (defaulted to Open) status for creation of incident report/service request o Request Title - title of incident report/service request . Request Description - entry for specific details of incident repoft/service request o Service Desk Site - (Drop Down List) Service Desk jurisdiction and location of 'Requester/User' r Source - (Drop Down List) origin or basis of incident repoft/service request being handled o Category - (Drop Down List) classification or type of incident reporl/service request . Sub Category - (Drop Down List) sub classification or type of inciderrt repofi/service request o Related Information - Customer Profile of 'Requester/User' to appear in the Customer Information of incident report/service request . Hardware Informatlon - entry for details of hardware (equipment rnodel. property number and serial number) o Add Files - attachment of files to supporl in the resolution of incident report/service request lvhen necessary I'$*':-d-d'2l$,,toH/EtHc. "uB,ffi :hH t8?o18oth* RE CE Iig,,fl

Upon saving of the incident reporl/service request. a confirmation message shall be displayed at the page and a Service ReqLrest Number shall be automatically generated, as reference number fbr checking the status of the incident report/service request. 4. Receive email notification upon creation and on every status update made in the incident report/service request. 5. Monitor status of incident repofiiservice request. 6. Provide feedback on status of incident report/service request to 'User'. 7. Post comment/s on the Journal Updates section of the system when necessary. 8. Cancel service request when erroneously created, incomplete data or duplicate service request has already been logged. 9. Close resolved incident reporl/service request when satisfied with the resolution; otherwise Reprocess request when not satisfied with the provided resolution. B. BIR Service Desk Analyst/Supervisor (NO and RDCs) and CAD Agent/Supervisor 1. Create incident report / service request. 2. Manually log/create incident report/service request if the system is not available/ accessible. 3. Review incident report/service request as to completeness. 4. Create and update Customer Information of BIR personnel tvhen necessary. 5. Notify 'Requester' for incomplete data. If no response is received frotn 'Reqltester' within two (2) working da1's. the service requesl shall be cancelled. 6. Cancel service request when erroneously created or duplicate service request has already been logged. 7. Receive email notification upon creation and on every status update made in the inc ident repofiiservice request. 8. Provide first-level resolution to incident repofi/service request. 9. Escalate incident report/service request to concerned Problern Resolution Group/Assignee. IINEAU OF ITITENNAT EEYE{TIE R,ECONJD4AS:NMDtG5/T2.PDo.T$tVaIoS,IfCiNi,y RECEIVED'

10. Process, monitor and provide update on status of incident report/service request. I l. Post comment/s on the Journal Updates section of the s1,51gm when necessary. 12. Confirm and verify resolved incident repoft/service request from 'Requester/L.lser'. 13. Close resolved incident report/ service request. 14. Generate, validate and submit reports on the status of incident reporls/service requests and other related management reporling. i5. Maintain the Knowledgebase of the system thru collection and validation of resolutions from incident repofis/service requests and relevant data/information such asjob aids, manuals, revenue issuances and others. 16. Update Service Request Checklist when necessary. 17. Prepare and validate application and database migration request of the BIR Service Desk System when necessary. 18. Prepare and validate access request of the BIR Service Desk System when necessary. C. Problem Resolution Group Concerned 1. Receive email notification on every status update made in the incident report/service request. 2. Investigate and analyze Escalated and Reprocess incident repoft/service request thoroughly o Change the statuses Escalated and Reprocess to In Progress if fix/investigation is still ongoing. r Change the statuses Escalated and In Progress to Resolved if fix/resolution is cornpleted 3. Process and provide update on status of incident report/service request. 4. Post commentis on the Journal Updates section of the system when necessary. 5. Resolve incident repoftiservice request within the required or agreed service level agreement. 6. Generate Request Management Log (RML) Surnn,ary Report as needed. 1. Create incident report/service request when necessary. B^qRgAu 0r hTDBNAI, nEvBttrE {: ol a. RE CORDS MGT DIyISICN F. JANt620tg./-t RpcEyUvlnlft 4t4,vl 5

D. Systems Administrator - Data Warehousing and Systems Operations Division - (DWSOD) l. Perfonn user administratiott of the BIR Service Desk System. 2. Perform administration and rnonitoring of the production/staging servers of the BIR Service Desk System. 3. Receive and implement application migration request of the BIR Service Desk System. B. Database Administrator - DWSOD l. Maintain the User Roles and List of Values of the BIR Service Desk Systern. 2. Manage the database of the BIR Service Desk Sl,stem and monitor generated backup sets. 3. Receive and implement database migration request of the BIR Service Desk Systern. 4. Perfonn database restoration/recovery when the need arises. F. Security Analyst - Security Management Division (SMD) L Monitorianalyze and investigate all Service Desk incidents through audit trail. G. Quality Analyst - SMD I. Receive properly accomplished BIR Form Nos. 0044 (Request for System Access). 0037 (Request for Revocation of Access) and other related documents of all users of BIR Service Desk System. 2. Verify/validate the User Master List and process the access request. V. EFFECTIVITY This Order shall take effect immediately. G-4 JIY^ANT, CAESAR R. DULAY Comtnissioner of Internal Revenue xR;rrc,oill%SiF:vI9N.rI.PE{n}|H,*nALBETB{Im 012560 JAN162018,l+ R,ECE \VKff