IT Service Catalog for Year 2018-2019

Severity Levels A P P E N D I X C

Severity Level Defnitions

Severity Level

Examples

A critical failure afecting many such as A Production System Down or A Network Outage afecting multiple locations. Processes are halted. There are no workarounds available. A critical business process is impaired, causing a serious disruption of a major business function and causing a serious impact on daily functions or processing. There is no reasonable workaround. Non-critical issue occurs. Business processes are not disrupted and work can be completed. There is an acceptable workaround for the issue. An inquiry or low impact issue that does not require immediate attention. This includes cosmetic issues on screens, errors in documentation, or a request regarding use of Software or a service.

Critical

High

Medium

Low

IT Policies IT Policies A P P E N D I X D The Information Technology Department has consolidated IT Policies into two reference manuals. The Information Technology Policy Catalog contains policies governing the acceptable use of systems, equipment, and data on the City of Greensboro network. The Cyber Security and Compliance Policy Catalog contains policies defning the principles by which the City of Greensboro will secure and protect systems, equipment, and data. Both IT Policy Catalogs can be found online at http://citynet/MyTools/Pages/IT-Policies.aspx .

Cyber Security and Compliance Policy Catalog Cyber Security & Compliance Policy Vulnerability Management Policy

Information Technology Policy Catalog 2018-2019 Acceptable Use Policy Back-Up and Retention Policy Cell Phone Policy Change Management Policy Disaster Recovery Policy Email Retention and Disposition Policy File Access Guidelines IT Operations Policy Loaner Equipment Checkout And Return Policy Lost/Stolen Leased Equipment Policy Monitoring Employees Use Of Electronics Resources Guidelines Non-Proft Partner Policy For Digital Inclusion One Connect Policy Open Data Policy PC Secure Confguration Standards Printer Policy Printer Secure Confguration Standards Surplus Policy Surveillance Camera Monitoring and Auditing Policy

Patch Management Policy Data Classifcation Policy Encryption Policy Remote Access Policy User Provisioning Policy Supplier Risk Management Policy

Mobile Device Policy Network Access Policy Social Media Policy Cyber Security Incident Response Procedure Information Security Management System (SMS) Policy

Technology Refresh Policy Third Party Access Policy Tier Ii Policy

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I T S E R V I C E C A T A L O G • F Y 2 0 1 8 - 2 0 1 9

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