IT Service Catalog FY 2018-19

I N T R O D U C T I O N

In FY17-18, the IT Department conducted its frst annual customer satisfaction survey with the assistance of InfoTech, a technology research frm. The results of the survey assisted the IT Management Team with identifying the priorities of the organization and aligning IT services with those priorities. We learned that the most important service was to ensure that the network and communication infrastructure is highly available, reliable and responsive. To address this priority we have increased our network bandwidth and have implemented bandwidth monitoring. The overall results from the customer satisfaction survey are shown on page xx. Cyber-attacks are a constant threat to our data and systems. In FY17-18, we saw a surge of ransomware attacks against local governments. At the same time, the IT Department’s Cyber Security Team was enhancing and validating our cyber security program by undergoing an audit for ISO 27001 certifcation. ISO 27001 is a framework of internationally recognized cyber security standards in the management of assets such as fnancial information, intellectual property, employee details or information entrusted to us by third parties. In June of 2017 we received ISO 27001 certifcation. The City of Greensboro is one of approximately 900 public entities globally that has achieved this prestigious cyber security certifcation. For the third year in a row, Greensboro received national recognition as a leader in technology by being named one of the top-ranked Digital Cities by The Center for Digital Government (CDG), a national research and advisory institute focused on information technology policies and best practices in state and local government. Greensboro ranked third in the nation among cities with a population of 250,000 to 499,000. The IT Department strives to provide leading edge technical services to support the business needs of our internal departments. We provide services using a diverse selection of secure platforms and servers, with the latest sophisticated monitoring tools to ensure the highest availability for your business needs. We also employ an exceptionally responsive service desk to address customer concerns and troubleshoot any service-related issues. The IT staf will work closely with our customers to defne, achieve, and measure their IT service goals. Once again, I invite you to review our service oferings. Contact me if you would like more information about adding new services, service consultations, or technology solutions tailored to your business needs. GREENSBORO

Jane Nickles, CIO Information Technology Department City of Greensboro Phone: 336-373-2314

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