IT Service Catalog FY 2019-2020

I N F R A S T R U C T U R E A N D O P E R AT I O N S

Infrastructure and Operations is comprised of three divisions. The Service Desk Division is responsible for leasing and deployment functions, which involve procuring, configuring, and supporting computers for customer departments. The Network Services Division is responsible for oversight and administration of network equipment, storage, internet access, device protection, and availability. The Telecommunications Division is responsible for configuration and deployment of telecom equipment, including desktop and mobile phones, and security camera deployments for customer departments. Our approach to customer service is to interact with customers, resolve support issues, establish credibility, and nurture relationships while removing boundaries becoming a conduit for technology advancements. In the last year, these divisions have launched many projects modernizing legacy systems. The Network Services division completed a study of departmental connections and has recommended establishing both secondary and tertiary links to central facilities and secondary links to remote facilities. The Telecommunications division upgraded our cisco IP phones to the most current devices enabling new services in the process. As both divisions continue to improve on the infrastructure, bottlenecks, and connectivity issues in the enterprise network become a distant memory and increase our level of customer service. As our users move to cloud services, there is less need to use a VPN. The Network Services Division has started a project to deploy a Secure Internet Gateway in the cloud to provide the first line of defense to secure new cloud services. This gateway directs outbound web traffic to a centralized system, adding a layer of security for staff to access communications and data from remote or mobile locations. This year the Service Desk Division has begun to implement a new cloud-based ITSM App. While the current helpdesk application continues to be useful and adopted throughout the department, it lacks some of the more modern processes and features. This new application not only provides the more advanced features like mobile access and automated ticket routing, but it also includes options to better connect our customers to the technician assigned to their problems, increasing the level of customer service provided. Customer service is the driving focus behind Infrastructure and Operations decision to empower employees to perform password resets and unlocks. Since implementing password self-service, there has been a reduction in the request for password issues each month. After surveying users about password related issues, the department has also begun to research ways to eliminate the need to reset user passwords while maintaining the security of the infrastructure.

Rodney Roberts Deputy CIO Infrastructure and Operations 336-412-6158

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