IT Service Catalog FY 21-22

Service Catalog S E P T E M B E R 2 0 2 1 - A U G U S T 2 0 2 2 I N F O R M A T I O N T E C H N O L O G Y

Introduction............................................................................2 Operational Organization Chart......................................3 Roadmap for IT Strategic Plan..........................................4 Our Service and Our Goals................................................5 IT Satisfaction Survey Results...........................................6 Administrative Services Open Data Program.............................................................7 IT Cyber Security. ..................................................................8 Infrastructure and Operations Digital Faxing Service....................................................... 10 Digital Signage. .................................................................. 11 E-mail Service...................................................................... 12 Enterprise Server Support.............................................. 13 Franchise & Right-of-Way Management Service.... 14 IP Video Surveillance. ....................................................... 15 Leasing Technology Service........................................... 16 Mobile Devices. .................................................................. 17 Network Access. ................................................................. 18 Online Billing Review For Lease Charges. ................. 19 Password Self-Service Tool............................................. 20 Service Desk......................................................................... 21

Spam Quarantine Service............................................... 22 Storage Area Network...................................................... 23 Structured Cabling Service............................................. 24 Telecom/VOIP...................................................................... 25 Enterprise Solutions Project Management Service........................................ 27 Web Services. ...................................................................... 28 Computer Operations...................................................... 29 Custom Software Development................................... 30 Enterprise Asset Management...................................... 31 Enterprise Resource Planning....................................... 32 Geographic Information Systems................................ 34 Appendix Appendix A: Fee Schedule.............................................. 35 Appendix B: Wireless Locations.................................... 37 Appendix C: Severity Level Definitions...................... 39 Appendix D: IT Policies..................................................... 39 Appendix E: Supported Applications......................... 40 Appendix F: How To Section.......................................... 46

Supporting Greensboro's Smart City Goals Information Technology

The Information Technology Department provides the techn logy platform that supports the day-to-day operations of the City of Greensboro. Our staff of 46 IT employees are responsible for maintaini g, upgrading, an supporting a vast network of computers, data, and enterprise systems that facilitate the delivery of City services to the residents of Greensboro.

OUR VISION

OUR MISSION

To be a technology leader and catalyst for innovation in the delivery of services for the City of Greensboro.

We are committed to empowering stakeholders and facilitating effective communication, collaboration, and service delivery. We maintain a customer focus, foster strategic partnerships, and provide a stable, secure, and connected technology infrastructure.

1 I T S E R V I C E C A T A L O G • D E C E M B E R 2 0 2 1 - N O V E M B E R 2 0 2 2 OUR SERVICE