IT Service Catalog FY 2019-2020

The Enterprise Solutions team is subject to the following Incident Management Model which includes four main areas: • Incident entry E N T E R P R I E S O L U T I O N S

Enterprise Solutions Team (continued) • Qualifying • Research • Resolution

Resolution time

The Enterprise Solutions team is subject to the following Incident Management Model which includes four main areas: • Incident entry • Qualifying • Research • Resolution

Response time

Incidentmanagement

• Update of the incident • Request for information

• Prioritization of incident • Detailed documentation throughout lifecycle of incident

Incident entry • Via portal • Via phone

Qualifying

Research • In-depth troubleshooting • Issue reproduction • Rootcauseanalysis • Debugging

Resolution • Issue fix if applicable • Recommendations • Workarounds

• ValidateIssue • Collectnecessarydata • Searchknowledge base • Reproduction

Severity levels: Each incident must have a severity level assigned to it, and must be provided when an incident is logged. You should use the following table of definitions as a guide for assigning a severity level. Please contact a member of the EBS team if you have any questions. Severitylevels: Each incident must have a severity level assigned to it and the severity level must be provided as part of the information provided to log an incident. You should use the following table of definitions as a guide for assigning a s verity level. Severity Level Description Examples 1 Production System Down Yourproduction system or database is available, but a critical application failure has occurred and business processes are halted. There are no workarounds available.

Severity Level

Description Production Infrastructure Outage

Examples

A critical business process or Subscription Software is impaired,causing a serious disruptionof amajor business function and is causing a serious impact on daily functions or processing, and there is no reasonable workaround.

2

High

Production system is unavailable for all users. A complete loss of service in production system or service is so severely impacted that business cannot reasonably continue operations. Non-production system is unavailable. Production system is unavailable for a substantial number of users. 3 Non-production system is unavailable to some users. Production system is unavailable for some users. Questions regarding functionality of the software, a noncritical issue, or issues where an acceptable workaround exists. 5 Suggestion for Enhancement 4 Low

1 2 3 4 5

Medium Non-critic l issue ccurs with th Subscription Software. You areabletoruntheSubscriptionSoftware,andthereisan acceptable workaround for the issue.

Major Impact

An inquiry or low impact issue that does not require im ediate ttention. This includes cosmetic issues on screens, errors in documentation, or a request regarding use of the Subscription Software. A suggestion is made for enhancing the Subscription Software by dding new features or improving existing features.

High Impact

Standard

Suggestion for Enhancement

A suggestion is made for enhancing the Subscription Software by adding new features or improving existing features. City of Greensboro FY 15-16 IT Service Cata

How can you help?

1. Place routine issues and non-critical requests on the Service Desk. (i.e., login issues, requests for desktop client software, request for reports). 2. Look to your functional ERP business analyst in IT for enhancements, set- up configurations, and business process reviews.

»» Infor (Lawson) Analyst:

Vacant, 336-373-7630

»» Kronos Analyst:

Misty Harris, 336-373-7768

3. Do not wait to report an incident and when you do report it, use the severity guidelines in Appendix C.

32 I T S E R V I C E C A T A L O G • F Y 2 0 1 8 - 2 0 1 9