IT Service Catalog FY 2019-2020

HowTo Section A P P E N D I X F

Information Technology How to Section

How to Purchase Software Procedures continued :

4.6 Purchaser is responsible for obtaining licensing for correct number of client listed in section 3.0 4.7 Purchaser assigns work ticket to analyst once software is received

5.0 ADDITIONAL RESOURCES (SYSTEM REQUIREMENTS AND DOCUMENTATION) 5.1 For large software purchases, system requirements are required.

5.2 If the scope of the software purchase is deemed to be a project, Systems Administrators may be required 5.3 It is the responsibility of the Division Manager to involve the IT Projects Manager and assign subject matter experts to newly created project 6.0 DEFINITIONS USED 6.1 “Service Desk” & “Helpdesk” has been used interchangeably in relation to the application, which is currently called the Helpdesk application. 6.2 “Network Services”may be abbreviated as “NWS.”

How to Request a Network Account: 6.3 “Information Technology” has been abbreviated as “I.T.” 6.4 “User,”“end-user” and “Customer” are interchangeable 6.5 “Analyst,”“technician” and “Staff” are used interchangeably

1. Submit a Ticket via Fresh Service and be sure to include the employee’s name, LawsonID (if applicable), termination date of the network account (for Interns), and any required folder permissions or groups (distribution list and security) that they should be placed within. 2. The new employee must submit a signed Acceptable Use Policy, by manually printing and signing the City’s current Acceptable Use Policy or agreeing to the on-line Acceptable Use Policy . PLEASE NOTE: If this network account request is for an end user that is considered a third party (i.e. software vendors, volunteers, unpaid interns, suppliers, temporary staff, contractors, consultants, business partners, security companies, trainers and the like), you will need to submit a Third Party Access Policy via email to Tasha Swann Holsey. Third Party Access Policy Instructions (how to fill out the form) can be found on the IT Cyber Security Homepage . How toWhitelist and Release Emails in Spam Quarantine: As part of enhancing email spam detection and controls, the City of Greensboro IT department is rolling out dedicated spam quarantines for each user. Items labeled as marketing, bulk, spam or suspicious will be placed in this folder. Each Monday morning you will receive a weekly digest of items sitting in your spam quarantine. These items will automatically be cleaned out of this folder every 30 days. You can browse to your spam folder at any time by going to https://sma.greensboronc.org .

1. Select the item in question. 2. Click the select action dropdown and select Release, Release and Add to Safelist or Delete and hit submit. Items added to Safelist will whitelist any future emails from the sending domain.

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