IT Service Catalog FY 2019-2020

Severity Levels A P P E N D I X C

Severity Level Definitions

Severity Level

Examples

Critical A critical failure affecting many such as A Production System Down or A Network Outage affecting multiple locations. Processes are halted. There are no workarounds available. A critical business process is impaired, causing a serious disruption of a major business function and causing a serious impact on daily functions or processing. There is no reasonable workaround. Non-critical issue occurs. Business processes are not disrupted and work can be completed. There is an acceptable workaround for the issue. An inquiry or low impact issue that does not require immediate attention. This includes cosmetic issues on screens, errors in documentation, or a request regarding use of Software or a service. IT Policies A P P E N D I X D IT Policies The Information Technology Department has consolidated IT Policies into two reference manuals. The Information Technology Policy Catalog contains policies governing the acceptable use of systems, equipment, and data on the City of Greensboro network. The Cyber Security and Compliance Policy Catalog contains policies defining the principles by which the City of Greensboro will secure and protect systems, equipment, and data. Both IT Policy Catalogs can be found online at http://citynet/MyTools/Pages/IT-Policies.aspx . Cyber Security and Compliance Policy Catalog Information Technology Policy Catalog 2018-2019 Acceptable Use Policy High Medium Low

Cyber Security & Compliance Policy Vulnerability Management Policy Patch Management Policy Data Classification Policy Encryption Policy Remote Access Policy User Provisioning Policy Supplier Risk Management Policy

Back-Up and Retention Policy Card Payment Handling Policy Cell Phone Policy Change Management Policy Disaster Recovery Policy Email Retention and Disposition Policy File Access Guidelines iPad Management Policy IT Operations Policy Loaner Equipment Checkout And Return Policy Lost/Stolen Leased Equipment Policy Monitoring Employees Use Of Electronics Resources Guidelines Non-Profit Partner Policy For Digital Inclusion One Connect Policy Open Data Policy PC Secure Configuration Standards Printer Policy Printer Secure Configuration Standards Surplus Policy Surveillance Camera Monitoring and Auditing Policy

Mobile Device Policy Network Access Policy Social Media Policy Cyber Security Incident Response Procedure Information Security Management System (SMS) Policy

Technology Refresh Policy Third Party Access Policy Tier II Policy

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