IT Service Catalog FY 23-24

How To Section APPENDIX 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.”

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

How to Request a Network Account:

Please have your new employee(s) to read and sign the City’s Acceptable Use Policy and email to the Cyber Security Team. Your new employee(s) can also agree to the policy online (does not apply if the individual does not possess an employee number). Submit a ticket via FreshService to have a new network account created for your new employee(s) and you can attach the signed Acceptable Use Policy (AUP) within FreshService. You may then enter a separate ticket to inform the Cyber Security Team of any required folder permissions the new employee(s) may need access to or if there are any additional security groups and lists that your new employee(s) will need to be a member of. PLEASE NOTE: If the new employee(s) should need email access, there is a fee associated with an O365 license. 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 the Cyber Security and Compliance Manager. Third Party Access Policy Instructions (how to fill out the form) can be found on the IT Cyber Security Homepage .

How to Whitelist 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

49 IT SERVICE CATALOG • FY 2024