IT Service Catalog FY 20-21

E N T E R P R I S E S O L U T I O N S

Enterprise Asset Management The delivery of municipal services to residents rests on complex systems of public infrastructure that are both varied and extensive. Through the use of asset management technology, it is possible to track repair histories and coordinate service delivery of infrastructure involving multiple departments. It enables the City to provide speedy service delivery and minimize costs to its customers. The City uses Infor’s Enterprise Asset Management (EAM) software to manage the work necessary to sustain and enhance this infrastructure. Beginning in 2004, departments have been migrating to EAM.

INCLUDES:

• Administration

and maintenance of servers and software related to EAM

• Creation and maintenance of regulatory,

administrative, and operational reports

• User support for EAM software

EAMmanages maintenance of:

• Facilities management • Fire station logistics • IT Operations • Parks and athletic fields • Right-of-way maintenance

• Solid waste collection and recycling • Streets • Street cleaning • Stormwater infrastructure • Taxi licensing

RESPONSE TIME Projects are prioritized based on the overall goals and objectives of the organization and available resources. Calls placed on the Service Desk are handled according to criticality and the time needed for resolution. • Traffic signs and signals • Wastewater treatment • Water and sewer operations and maintenance • Water treatment

• Develop and

maintain system interfaces with EAM (Lawson, Call Center, etc.)

• Custom

configurations of EAM software

How do we charge? Each department that uses EAM is charged a percentage of the annual EAM software maintenance based on pre-existing agreements related to the number of desktop and mobile users. This is calculated at the beginning of each contract renewal and typically runs through the life of the contract.

• Database

administration related to data storage and performance

What should you expect? Service availability:

Office support: 8 am - 5 pm, Monday - Friday Emergency support: 24/7, contingent on staff availability

How can you help?

In 2018, Greensboro was Infor’s #1 reference site, worldwide, for potential EAM customers. FACT:

1. Look to your departmental EAM administrator for immediate assistance 2. Place routine issues and non-critical issues on the Service Desk 3. Do not wait to report a problem

Contact: Steve Averett GIS Manager 336-373-2057

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