IT Service Catalog for Year 2018-2019

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, housed in the Information Technology Department, operates a centralized technology support program. Internal service fees (Appendix A) support the Network Services’ total budget. Customer departments are charged back for their leased equipment and assessed an internal service fee (Appendix A) including charges for the four programs administered: 1) end-user (service desk) support, 2) infrastructure support, 3) capital lease replacement. Customer departments have the option to take advantage of an additional program 4) telecommunications providing services such as voice, video, digital signage, IP surveillance, and other similar services for additional charges. Network Services revenues from department chargebacks serve to ofset monthly lease payments, annual software licenses, maintenance costs, vendor support services, and infrastructure operations. 1. End-user (Service Desk) Support is responsible for initial customer support contact, frontline services, receiving customer-submitted incidents, as well as trouble tickets. Technicians provide resolutions by troubleshooting problems with computers, printers, and similar systems. Technicians also log incidents and requests into our work management systems and either resolve the issue or escalate it to other divisions inside the Information Systems department. 2. Infrastructure Support performs maintenance and repairs to all server, network infrastructure, and related equipment, except Tier II departments that provide their server and end-user support. The Network Services Infrastructure Support program operates twenty-four hours seven days a week to give the customers rapid restorations of critical services. 3. Capital Lease Replacement budgets for the replacement of all technology related equipment including printers, desktop and laptop computers, servers, and network infrastructure. This program is also responsible for providing technical consulting for customers during equipment ordering, delivery, and replacement. Capital Leasing coordinates billing for equipment leases and internal support, maintains records and generates reports in custom workfow applications that includes inventory tracking, billing processing, and administrative record keeping. 4. Telecommunications performs all end-user changes, maintenance and repairs related to IP telephony and video security systems including server infrastructure. The Telecommunications team operates a twenty-four hour, seven days a week system responsible for providing a responsive and reliable communication network. Telecommunications maintains billing processing and historical record keeping for both voice and video systems.

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

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