What you need to know
On Sunday 17th October, the new IT Service Centre will be launched to replace the current Single Point of Contact (SPOC). The transition will take place over the weekend, from 1800 on 15th October to 0800 on 17th October. Incidents can continue to be reported but will be handled on a strict priority basis.
As part of the transition, some changes will be taking place behind the scenes on the Defence Digital Service Catalogue. To allow for successful completion of the Service Catalogue elements, Authorised Requestors will be unable to submit Service Requests for DII, MODNET, GC and IUS services between 1600 on Wednesday 13th Oct and 0800 on Sunday 17th October. You can still check the progress of existing requests using My Activity on the Catalogue.
The new Defence Digital Service Catalogue (Secret) will be available from Sunday 17th October, for MODNET Secret users who are Authorised Requesters or Financial Approvers. An email containing login details will be sent to your MODNET S email account.
The new Virtual Agent (VA), Alix, will start appearing on your desktop from the 13th October; you will be able to use it from the 17th October. You can pin Alix to your bottom toolbar by right clicking on the icon, Sally can be un-pinned by right clicking on the Sally icon.
What you need to do
There are several ways to resolve an IT incident from 17th October.
Click on Alix on your desktop to:
· Use the Virtual Agent to help you resolve your incident
· Raise an incident, track your own incident(s) or request a call back through the Self-Service Portal
· Interact with a desk agent via Live Web Chat