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Revenue Memorandum Order · RMO

RMO No. 39-2022

The Order is issued to amend RMO No. 4-2018 on the creation, monitoring/tracking, and resolution of service requests, incident and problem reports; to revise the existing allowable number of Requesters per BIR office; and to update the function of each functional group based on the new BIR Service Desk System design.

Bureau of Internal RevenueIndependent research copy
Document type
RMO
Number
39
Year
2022
Text quality
Not specified

Document text

Reference copy · verify against the official source
This internal issuance amends RMO No. 4-2018 to govern the BIR's newly procured Service Desk System, which replaces the lagging Centerpoint system as the central repository for logging, monitoring, and resolving incident/problem reports and service requests. It defines the roles involved (Requester, User, Service Desk Group, Problem Resolution Group) and system functions, prescribes the required number of Requesters per BIR office, and directs that tickets be created electronically through the intranet-accessible system, with phone/text/chat/in-person fallback when the system is inaccessible.