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Service Management Department

The Service Management Directorate maintains and provides centralized GRZ shared support services, to leverage common usage of ICT resources and ensure Business Continuity. In addition, it shall regulate the acquisition, maintenance, usage and disposal of Government Office Equipment in order to ensure adherence to set standards.

The specific functions of the Service Management Directorate are to:

  1. Maintain and manage ICT shared services and electronic services in the Public Service
  2. Develop guidelines and procedures for users on the use of Systems and ICT infrastructure
  3. Coordinate the operations of ICT support teams in MPSAs
  4. Provide and facilitate the second line support for users in the GRZ domain
  5. Manage the installation and deployment of software, patches, anti-virus, including software upgrades for all GRZ ICT systems in the shared service environment
  6. Monitor and periodically evaluate the delivery of shared services based on set standards
  7. Maintain a User Directory for GRZ domain to cater for staff recruitment, placement and separation
  8. Ensure the maintenance and serviceability of Government office equipment
  9. Manage inter-operability layer across institutions

Service Management Section

The Service Management Section  provides centralized GRZ shared support services and electronic services to ensure service availability and business continuity in the Public Service. It also provides and facilitates second line support in collaboration with ICT structures in MPSAs in order to ensure efficiency and effectiveness in the utilization of ICT shared and electronic services.

The Section will perform the following functions:

  1. Monitor and manage ICT shared services and electronic services in the Public Service in order to ensure their availability
  2. Manage the installation and deployment of software, patches, anti-virus, including software upgrades for all GRZ ICT systems in the shared service environment in order to improve system performance
  3. Maintain and manage the Government ICT Services cataloge
  4. Document support services and their solutions in order to create database knowledge
  5. Develop guidelines and procedures on the use of Systems and ICT infrastructure in order to ensure consistency and standardized services
  6. Monitor and periodically evaluate in delivery of shared services on set standards
  7. Maintain a User Directory for GRZ domain in order to cater for staff recruitment, placement and separation
  8. Provide the first line support for users in the GRZ domain in order to resolve their issues
  9. Document logged calls and their solutions in order to create database knowledge.
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