RMO No. 35-2020 — Prescribes the policies, guidelines and procedures in providing Regional Technical Support Digest | Full Text | Annex A | Annex B

REPUBLIC OF THE PHILIPPINES DEPARIMENT OF FINANCE BUREAU OF INTERNAL RE\IENUE August 10, 2024 REVENUE MEMORANDUM ORDER NO' 35'goso SubiectPoLlclES,GUIDEI-INESANDPRocEDUREsINPRoVIDINGREGIoNAL TECHNTCAL SUPPORT To ALLINTERNALREVENUEoFFIctALs,EMPLoYEESANDoTHERS CONCERNED t. BACKGROUND - fj"i[ crcacreauetatsnretr*oaprnnsegteodengcotdtetirbolidyveipse,nsiegunRurirmveseeBeogsevnIn/ireRocoainon*urSun*ly.o-ecueiirenseaDr*t.pnriiioai".osc"t"t,r"iant-eoetidc"tsrt.iepoiecTnerpeuotcoesS.tiair.royetsrsrnnsytlus("soRtur"ern"r,Dr"eiri,rtCt'"iii""rlmilWsii"td)mit.'")qrraiei1t"[fd'nii"e1Eioita"itfeptatendr'Bloeprrrvsei9cRnikscdc'9prbioineidoi.frgvcnef'egihcsndtoneeetvitsccrh'tpe,haro:hpnatostoiruCcuergaRtecphslneep/svtisgoveeauirerorrtppivdonoip/pcualiooneeslgrtrr/tscger)eoh'eicnqandhpunnnhtehelhoicseclenttlraosiser-l Support witl be created' il. OBJECTIVES This Order is being issued to: 1. prescribe poricies, guiderines and procedures in providing techniqar support to rcr- offices related issues/Problems' to 1CT-related technical problems encountered by 2. provide faster ilroiution regional/district of Re- g-:i-o-n^arlTr^e^chh^nii^caalr Support' 3. Define rorur "nJt""ponsibilities III. COVERAGE ThisordershallapplytoalllCT.relatedproblems/concernssuchas: 1. Set-up i Trouble shooting of Personat Computers (PCs) 2. lnstallation of various.authorized application software 3.Networkperipheralsmonitoringandconfiguration/set.up 4d 4. Monitoring of antivirus software and updating regularly 5. Email configuration 6. Printer configuration .7 Active Directory System Gonfiguration

8. lnternet Access configuration 9. Other ICT-related concerns IV. POUCIES AND GUIDELINES 1. Revenue Regional (RR) Offices shall designate and assign lT functions to their respective RegionalTechnicalsupport personnel holding lT- position/item (Computer Maintenance Technician ll and lnformation Systems Analyst ll). ln the absence of such, any technical personnelwho possess the required lT experience and expertise. 2. RegionalTechnicalsupport Team shall be given access to BIR Service Desk System as Problem Resolution Group (PRG). 3. All issues/problems shall be logged to BIR Service Desk System including technical issueslconcerns of . the Computer-Assisted Audit Tools and Techniques (CAATTS) laboratory. 4. All reported issues shall be evaluated by RDC Helpdesk Analyst to determine whether to graht or not the administrative account privilege to the Regional Technical Support to address the issues. Should an administrative account privilege be required, concerned RegionalTechnical Support shall be provided with access valid for one (1) day, which may be extended to ensure resolution of the issue/s. The request for provision/extension of administrative/local account shall always be reported in the BIR Service Desk System for documentation and audit purposes. 5. Access to BIR Service Desk System shall be granted to concerned Regional Technical Support upon submission of duly accomplished Form 0044. 6. All Regional Technical Support concerned are strongly encouraged to open their email and BIR Service Desk System accounts regularly to ensursthat all incoming email, and escalat6d issues particularly notifications on service requests, are received for resolution. 7. Regiona! Technical Support shall properly fill-up the following documents, upon resolution of logged issues and have it signed by the end-user: 7.1 Service Completion Report (Annex A) 7.2 lncident ReporUservice Request Form generated by BIR Service Desk System (Annex B) 8. The Regional Technical Support personnel shall submit scanned copy of accomplished Service Completion Checklist to be attached to the created incident report in the Service Desk System for validation of respective RDC Service Desk. 9. RDC. Service Desk AnalysUSupervisor shall validate the submitted Service Completion Checklist Form as to the correctness of details based on the created lncident ReporUService Request Form. P*:S# 214 N,'$

V. PROCEDURES A. Revenue Region 1. Designate Regional Technical Support personnel (Computer Maintenance Technician ll and lnformation B. Regional Technical SuPPort 1. Submit duly accomplished Form 0044 and receive email notification from BIR Service Deik System confirming created user name and temporary password 2. Receive email notification on updates made on the incident reporUservice request. 3. Print service request, investigate and analyze Escalated and Reprocessed incident reporuservice request thororlgh[ anad RReeproocress to ln-Progrtess if o' Change the status of Es,c"artlratt"e.dt o fix/resolution is still ongoing Change the status of Escalated and Reprocess to Resolved if fix/resolution . has been completed 4. Provide immediate on-site technical support following the steps/procedures in the conduct of technical support to ditferent ICT-related concerns as follows: 4.1 Physical set-up of PCs (Monitor, CPU, Keyboard, mouse) 4.2 Daily checking of switch power of the network switch/router, and the ventilation system of the data cabinet; source of power supply 4.3 Re-crimping of any UTP cable found to be unserviceable/defective 4.4 Ensure/monitor that each PC has the corresponding official anti-virus software and is updated regularly 4.5 Assist, the Administrative Section of Revenue Region, in ensuring that incoming and outgoing computer equipment and other ICT peripherals in the office, whether official or personal, are properly documented and accounted for. 4.6 Support to CAATS Lab as AdministratorlMRCOS deployment. 4.7 Rebooting the network switch/router 5. Request from Computer Operations and Network Engineer:ing Division - Revenue Data Center (CONED-RDC) a temporary administrative account and provide on- site technical support following the steps/procedures in the conduct of technical support to different lCT-related concerns listed below: ' 5.1 lnstallation of various official and authorized system-application software (e.g. Alphalist, eBlRForms, eLAMS) 5.2 Perform 'reachability of a host', via 'cmd' (command prompt)'when a PC terminal or the entire LAN could not access any of the BIR systems. 5.3 Perform lnquiry-only on PC system properties 5.4 Perform lP assignment for new or change of PC 5.5 Configuration/Setting-up of official email account 5.6 lnstallation/configuration of local/network printer 5.7 Joining of new accounts to Active Directory System 5.8 Configuration of internet access For elounge facility, Regional Technical Support shall coordinate with their respective local lnternet Service Provider (lSP) 6. Propei,ly fill-up the ReporVservice Request Form generated by BIR Service Desk System and Service Completion Report Page 314 $$

7. Update the status of incident reporUservice request to BIR Service Desk System. 8. Submit scanned copy of accomplished Service Completion Checklist to be attached to the created incident report in the Service Desk System C, RDC Service Desk AnalysUSupervisor rt and Technical Support Division the duly accomplished Form 0044 submitted by Regional Tephnical Support 2. Perform regularfunctions as stated in RMO 4-2018 3. Validate the submitted Service Completion Checklist as to the correctness of details based on the created lncident ReporUservice Request. Close the service request in the BIR Service Desk System upon validation of data D. Gomputer Operations and Network Engineering Division - Revenue Data Center (coNED-RDC) 2.1. Provide administrative account to Regional Technical Support as needed Ensure that the administrative account is revoked immediately after the action has been taken 3. Provide assistance to Regional Technical Support E. Network Management and Technicat Support Division 1. Receive accomplished Form 0044 frpm RDC-CONED 2. Validate and forward Form 0044 to Data Warehousing and Systems Operations Division F. Data Warehousing and Systems Operations Division 1. 2. Receive from NMTSD the validated Form 0044 as PRG in the BIR Service Create and add concerned RegionalTechnicalsupport Desk Sygtem VI. EFFECTIVITY: This order shall take effect immediatery. M CAESAR R. DULAY Commissioner of lnternal Revenue 0 36 9.4 -{ ?agn 4|.4