Inspection of the Bureau of Information Resource Management’s Office of Consolidated Customer Support

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Date Issued

Wednesday, July 7, 2021

Submitting OIG

Department of State OIG

Other Participating OIGs

Department of State OIG

Agencies Reviewed/Investigated

Department of State

Components

Bureau of Information Resource Management

Report Number

ISP-I-21-19

Report Type

Inspection / Evaluation

Agency Wide

Yes

Number of Recommendations

Questioned Costs

Funds for Better Use

Open Recommendations

This report has 6 open recommendations.

Recommendation Number	Significant Recommendation	Recommended Questioned Costs	Recommended Funds for Better Use
1	No	$0	$0
The Bureau of Information Resource Management should review and update the Enterprise IT Help Desk and Desktop Support Master Service Level Agreement to align with the current Bureau of Information Resource Management service catalog.
2	No	$0	$0
The Bureau of Information Resource Management should define out-of-scope services in the Enterprise IT Help Desk and Desktop Support Master Service Level Agreement.
3	No	$0	$0
The Bureau of Information Resource Management should update the Enterprise IT Help Desk and Desktop Support Master Service Level Agreement to include the methodology for calculating the incident resolution time.
4	No	$0	$0
The Bureau of Information Resource Management should update the Enterprise IT Help Desk and Desktop Support Master Service Level Agreement to reflect the current technology modernization policy.
5	No	$0	$0
The Bureau of Information Resource Management should review its technology modernization purchasing policies and determine if the Enterprise IT Help Desk and Desktop Support Master Service Level Agreement requires updates to these policies based on its review.
10	No	$0	$0
The Bureau of Information Resource Management, in coordination with the Bureau of Administration should, upon completion of the comprehensive cost model study, adjust the Office of Consolidated Customer Support’s desktop service fee, if necessary, and publish a pricing schedule for all customers.