IT Service Catalog FY 21-22

HowTo Section A P P E N D I X F

Information Technology How to Section

How to Purchase Software:

1.0 PROCEDURES The City of Greensboro, Information Technology Department has developed these procedures to guide and direct employees on the correct way of requesting, obtaining and processing software request for customers. 2.0 RESPONSIBILITY AND SCOPE All Technology Analysts and Service Desk Analysts should abide by the procedures outlined in this document with some exceptions. Unforeseen circumstances that may arise where a variance is required should follow the proper line of command. In these situations, the analyst should ask the Leasing & Deployment Supervisor or obtain provisions directly from the CIO. In each case, proper documentation should still take place. 3.0 PROCEDURES FOR SERVICE DESK MANAGER The following procedure is used unless there is an urgent need, at which point, the line of command should be followed as outlined in Section 2.0. 3.1 Technician received a request from a customer for software purchase. At that time, Staff receives information about customer and reason for the application. 3.2 It is important to receive as much information about the software request from the client for the staff member responsible for ordering the software • Information relevant to the person performing the role of software purchasing authority are included but not limited. • Number of installs expected • Names of clients requesting the software • Application name 3.3 Service Desk Analyst is responsible for contacting customer and scheduling time to install once software arrives or is downloaded 3.4 Analyst installs and configures software on each requested client computer 3.5 If vendor support is needed it is the joint responsibility of Client and Analyst, to consult with application support. 4.0 PROCEDURES FOR SOFTWARE PURCHASING AUTHORITY The following procedure is used unless there is an urgent need for software, at which point, the line of command should be followed as outlined in Section 2.0. 4.1 Staff members with issued Procurement cards or the ability to request a purchasing requisition perform the duties of the Software Purchasing Authority 4.2 The purchaser is responsible for obtaining the software quote from the vendor for customer 4.3 The purchaser is responsible for obtaining customer acceptance for the software quote obtained from the vendor 4.4 The purchaser makes the decision based on purchasing policy to procure the software with a requisition or procurement card 4.5 If purchaser or customer believes the software purchase or install requires escalation due to the status of a project the appropriate IT Manager is consulted

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