IT Service Catalog for Year 2018-2019

Service Catalog F Y 2 0 1 8 - 2 0 1 9 I N F O R M A T I O N T E C H N O L O G Y

greensboro Public Private Partnerships

Experience

Digital

The TriGig Regional High-Speed Broadband Initiative is a public- private-partnership with internet service providers to make available access to a common pool of assets, services, and infrastructure to support the deployment of gigabit speed broadband throughout our community.

200 Miles of Municipal Fiber with capacity for speeds up to 40gbps and dark �ber availability Access to major �ber providers: AT&T North State Communications Verizon

Regional Connections Triad Connected Cities seeks to establish �ber connectivity between cities along the I-40/85 corridor promoting economic and business development, education, research, regional healthcare, public safety and other quality of life components of the region.

MCNC Level 3 Spirit Communications

Transparent The City’s open data effort is part of its work as a 2016 partner in the What Works Cities Initiative, a national program of Bloomberg Philanthropies that supports the use of data to make government more transparent and effective.

Cybersecurity & Innovation Union Square Phase II One Facility - Two Focus Areas: The development of new technologies is both art and science; working in one space is conducive to forming relationships that expand all efforts Cybersecurity Innovation & Design

AwardWinning Recognized as a Top 10 Digital City by the Center for Digital Government

Gate City Boulevard: A Smart Connected Corridor Coming Soon...

I N F O R M A T I O N T E C H N O L O G Y Service Catalog F Y 2 0 1 8 - 2 0 1 9

25 Enterprise Solutions Custom Software Development ............................. 26 Data Processing ............................................................ 27 Enterprise Solutions Team......................................... 28 Enterprise Asset Management ................................ 30 Geographic Information Systems........................... 31 Web Services .................................................................. 32 Appendix Appendix A: Fee Schedule ........................................ 33 Appendix B: Wireless Locations............................... 35 Appendix C: Severity Level Defnitions ................ 37 Appendix D: IT Policies ............................................... 37 Appendix E: Application Services Supported Applications ................................................................... 38 Appendix F: How To Section..................................... 43

IT Organization Chart.....................................................2 IT Satisfaction Survey Results......................................3 Introduction ......................................................................4 Information Technology Administrative Services Franchise & Right-of-Way Management Service..5 IT Cyber Security..............................................................6 Project Management Service......................................7 8 Desktop Support Services............................................9 Digital Faxing Service.................................................. 10 E-mail Service ................................................................ 11 Digital Signage .............................................................. 12 Enterprise Server Support......................................... 13 IP Video Surveillance ................................................... 14 Leasing Technology Service ..................................... 15 Mobile Devices.............................................................. 16 Network Access............................................................. 17 Online Billing Review (OBR) For Lease Charges. 18 Password Reset Self-Service Tool............................ 19 Skype for Business........................................................ 20 Spam Quarantine Service.......................................... 21 Storage Area Network ................................................ 22 Structured Cabling Service ....................................... 23 Telecom/VOIP ................................................................ 24 Infrastructure and Operations

1

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

Organization Chart O P E R A T I O N A L

InformationTechnology

CIO Jane Nickles

HRBusinessPartner Kiran Purswani

ITProjectManager Doug Hanks

DeputyCIO EnterpriseSolutions Chryste Hofer

DeputyCIO Infrastructure&Ops Rodney Roberts

ENTERPRISE SOLUTIONS TEAM

LawsonSystem& SecurityAdmin Vanessa Strachan LawsonSystem& SecurityAdmin Jimmy Johnson

ApplicationServices Manager Aimee Walker

GISandSpecial ProjectsManager Steven Averett

Leasing&Deployment Supervisor Kathy Goodwin

NetworkServices Manager Sylvia Suriani

CyberSecurityand ComplianceO˜cer Tasha Swann Holsey

FranchiseManager John Gribble

Telecom /VOIPMgr Gerrad Bi°e

CyberSecurity Consultant Naser Yasin CyberSecurity Analyst Vacant

Sr.NetworkSystem Admin Nicholas Brown Sr.NetworkSystem Admin Luciano Canziani

ServiceDeskAnalyst Ayo Adeniyi

GISAnalyst Todd Hayes

ServiceDeskAnalyst Roberto Caballero

TelecomTech David Hayes

Sr.AppDeveloper Melissa Beaver

ERPHR/PRAnalyst Ja’Tia Brown

MobileDeviceTech Elizabeth Carter

DatabaseAdmin Sagar Iddyadinish

ServiceDeskAnalyst PJ Mrsic ServiceDeskAnalyst Michael Fissel

ServiceDeskAnalyst Je˜rey Lusk ServiceDeskAnalyst Roster Lewis Way ServiceDeskAnalyst Roster Phil Gibbs

Sr.AppDeveloper Keith Sellers

ERPFinancial/ Procurement Analyst Vacant

DatabaseAdmin Chris Evans Sr.AppDeveloper/ SharePointDev. Yao Lee

NetworkSystem Admin Tommy Booth

GISAnalyst Chris Freeman

WorkMgmtTech Bridget Thornton

Sr.AppDeveloper

Sr.NetworkEngineer Johnathon Davis

ERPKronosAnalyst Misty Harris

Vacant

Sr.NetworkEngineer Mack Thompson

Sr.AppDeveloper David Pither-Patterson

ERPKronos Consultant Karen Bowen

ITOPERATIONS

WebArchitect April Craddock

Operator II Vernell Holt

Operator II Ardell Austin

Soon Lyle Operator II

2

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

I T S A T I S F A C T I O N S U R V E Y R E S U L T S • F Y 2 0 1 7 - 2 0 1 8

IT Satisfaction Scorecard

City of Greensboro

IT Satisfaction Scorecard

Total

Overall Metrics Overall Satisfaction and Value are key indicators of the overall impression of the IT department. These metrics let the IT leader determine at a glance if they are meeting the needs of the business.

Satisfaction

Value

This Year

Last Year

This Year

Last Year

City of Greensboro

Total Survey Responses: 37

77%

77%

--

--

IT Support Breakdown The IT Support Breakdown charts are indicators of the percent of stakeholders that fall into three important categories. Promoters are loyal enthusiast of IT. Neutral stakeholders are satisfied but unenthusiastic about IT. Detractors are unhappy stakeholders who can damage your reputation.

IT Support Breakdown

IT Support Breakdown Detractors (scored 1-6)

Net IT Support Score: Satisfaction

Net IT Support Score: Satisfaction

Detractors (scored 1-6)

+46%

Neutral (scored 7)

IT Support Breakdown

+46%

Net IT Support Score: Satisfaction

Detractors (scored 1-6)

Neutral (scored 7)

IT Support Breakdown

Supporters (scored 8-10)

Net IT Support Score: Value

+46%

Neutral (scored 7)

IT Support Breakdown

Supporters (scored 8-10)

IT Support Breakdown = Supporters - Detractors

Net IT Support Score: Value

+41%

IT Support Breakdown

IT Support Breakdown = Supporters - Detractors

Supporters (scored 8-10)

Net IT Support Score: Value

+41%

City of Greensboro

IT Satisfaction Scorecard IT Relationship Satisfaction Relationships are a key driver in stakeholder management. It is important that the business feels IT understands their needs and is getting enough communication. IT Support Breakdown = Supporters - Detractors

Total

+41%

Relationship

Satisfaction

Last Year

Needs Satisfaction with IT's understanding of your needs.

77%

--

Execution Satisfaction with the way IT executes your requests and meets your needs.

75%

--

City of Greensboro

Total Survey Responses: 37

Communication Satisfaction with IT communication.

73%

--

Business Satisfaction and Importance for Core Services The core services of IT are important when determining what IT should focus on. The most important services with the lowest satisfaction offer the largest area of improvement for IT to drive business value.

Importance Ranking

Core Service

Satisfaction

Last Year

IT Support Breakdown

Net IT Support Score: Satisfaction Service Desk Satisfaction with responsiveness and effectiveness of service desk Net IT Support Score: Value Work Orders Satisfaction with small requests and bug fixes Devices Satisfaction with desktops, laptops, mobile devices etc. Network & Comm. Infrastructure Satisfaction with reliability of comm. Systems and networks

Detractors (scored 1-6)

2 nd

86%

--

+46%

Neutral (scored 7) 85% 3 rd

--

8 th

81%

--

IT Support Breakdown

Supporters (scored 8-10)

1 st

80%

--

Support akdown

IT Support Breakdown = Supporters - Detractors

+41%

Detractors (scored 1-6)

IT Policies Satisfaction with policy design and enforcement around security, governance, etc...

9 th

77%

--

46%

Data Quality Satisfaction with providing reliable and accurate data Business Apps Satisfaction with applications and functionality

Neutral (scored 7)

5 th

76%

--

4 th

74%

--

Support akdown

Supporters (scored 8-10)

IT Innovation Leadership Satisfaction with providing opportunities for innovation and innovation leadership to improve the business

12 th

IT Support Breakdown = Supporters - Detractors

71%

--

41%

Requirements Gathering Satisfaction with BA's ability to understand and support the business

10 th

71%

--

Analytical Capability and Reports Satisfaction with effective standard reports, custom reports capability, and the ability to generate business insights

7 th

70%

--

Projects Satisfaction with large department or corporate projects Client-Facing Technology Satisfaction with user experience and effectiveness

10 th

69%

--

6 th

65%

--

3

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

I N T R O D U C T I O N

In FY17-18, the IT Department conducted its frst annual customer satisfaction survey with the assistance of InfoTech, a technology research frm. The results of the survey assisted the IT Management Team with identifying the priorities of the organization and aligning IT services with those priorities. We learned that the most important service was to ensure that the network and communication infrastructure is highly available, reliable and responsive. To address this priority we have increased our network bandwidth and have implemented bandwidth monitoring. The overall results from the customer satisfaction survey are shown on page 3. Cyber-attacks are a constant threat to our data and systems. In FY17-18, we saw a surge of ransomware attacks against local governments. At the same time, the IT Department’s Cyber Security Team was enhancing and validating our cyber security program by undergoing an audit for ISO 27001 certifcation. ISO 27001 is a framework of internationally recognized cyber security standards in the management of assets such as fnancial information, intellectual property, employee details or information entrusted to us by third parties. In June of 2017 we received ISO 27001 certifcation. The City of Greensboro is one of approximately 900 public entities globally that has achieved this prestigious cyber security certifcation. For the third year in a row, Greensboro received national recognition as a leader in technology by being named one of the top-ranked Digital Cities by The Center for Digital Government (CDG), a national research and advisory institute focused on information technology policies and best practices in state and local government. Greensboro ranked third in the nation among cities with a population of 250,000 to 499,000. The IT Department strives to provide leading edge technical services to support the business needs of our internal departments. We provide services using a diverse selection of secure platforms and servers, with the latest sophisticated monitoring tools to ensure the highest availability for your business needs. We also employ an exceptionally responsive service desk to address customer concerns and troubleshoot any service-related issues. The IT staf will work closely with our customers to defne, achieve, and measure their IT service goals. Once again, I invite you to review our service oferings. Contact me if you would like more information about adding new services, service consultations, or technology solutions tailored to your business needs.

Jane Nickles, CIO Information Technology Department City of Greensboro Phone: 336-373-2314

4

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

I N F O R M A T I O N T E C H N O L O G Y A D M I N I S T R A T I V E S E R V I C E S Franchise & Right-of-Way Management Service Management of telecommunication franchise agreements, cell tower negotiations, and private right-of-way use for fber optic cabling. How do we charge? • Fee for occupation of telecommunication encroachments and telecommunication franchisees is received through quarterly installments from the State of North Carolina’s telecommunication tax • Cell tower and water tank use by cellular companies is minimum of $30,000 per year for new co-location agreements Major cost drivers • Revenue is collected from the State of North Carolina’s shared taxes. The State of North Carolina taxes these companies at a rate of 3.22% of gross receipts, over and above the regular state sales tax, and shares with each City an amount equal to 3% of receipts on the sales of services within the City’s boundaries • Benchmarked with municipalities to determine cost for cellular companies to co-locate on City cell towers and water tanks

INCLUDES: • Negotiation with Government Afairs Directors for telecommunication franchise agreements • Prepare business telecommunication negotiate cellular equipment agreements and equipment change agreements for city towers and water tanks • Oversee maintenance inspections and repair of City cell towers • Work with cable providers to resolve internal and resident complaints • Oversight of Small Cell deployment for businesses and residents; 5G capabilities encroachments for City Council approval • Manage and

What should you expect?

RESPONSE TIME

Service availability: 8 am - 5 pm, Monday - Friday

Priority Critical

Time

2 Hours

High

Same Day

Medium

1 Day 2 Days

Low

Contact: John Gribble Franchise & Right-of-Way Manager 336-373-2464

FACT:

How can you help? 1. Call 336-373-2464 when there is a resident concern that needs resolution

Since 2016 we have franchised three small cell

providers to lead us to 5G capability.

5 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

I N F O R M A T I O N T E C H N O L O G Y A D M I N I S T R A T I V E S E R V I C E S

IT Cyber Security IT Cyber Security develops and implements information security controls to protect the confdentiality, integrity, and availability of City of Greensboro systems and information and ensures compliance with data privacy laws and industry regulations. In addition, IT Cyber Security develops and implements frameworks for categorizing data collected, stored, and managed by the City of Greensboro, and securing this data from risks including unauthorized access, modifcation, disclosure and use.

INCLUDES: • Risk Management • Security Awareness and Training • Vulnerability and Patch Management • Forensics Analysis • Incident Management • Security Monitoring and Reporting • Audits and Compliance • Intrusion Prevention • Vendor Management • Account Provisioning • File & Share Drive Permissions • SMARSH Accounts for Social Media Archiving (SMARSH fee Appendix A)

How do we charge? Included in monthly Network charge (Appendix A)

SERVICE DESK LINES

Major cost drivers • Vulnerabilities • Advanced Persistent Threats (APTs) • Malware • HIPPA Compliance • PCI Compliance • ISO 27001 Compliance

Main Support Line 336-373-2322 Public Safety IT 336-373-3375 GM-911 Support 336-373-4350

What should you expect? Service availability: 8 am - 5 pm, Monday - Friday

RESPONSE TIME

Priority Critical

Time

2 Hours

High

Same Day

Contact: Tasha Swann Holsey Cyber Security & Compliance Ofcer 336-335-5686

Medium

2 Days 3 Days

Low

How can you help? 1. Never click links or open attachments in emails from people or businesses you don’t recognize. 2. Check to make sure the company that sent the email is legitimate. 3. Hover over the link to see if it points to the company’s website. 4. Contact the company directly – Do not use the contact information in the email. 5. Ask your colleague to help you verify. 6. Contact IT Security for assistance if you’re still unsure at securityincidents@ greensboro-nc.gov. 7. If you did happen to click on a link or an attachment within an unwelcome email, to take precautionary matters, contact the IT Service Desk or your designated support area to reset your password“immediately” and have your PC scanned for Malware.

FACT:

Because of the advancements made to the City’s Cyber Security Program, each month IT Security identifes and stops between 30-40 advanced cyber-attacks that aim at compromising City systems and information.

6 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

I N F O R M A T I O N T E C H N O L O G Y A D M I N I S T R A T I V E S E R V I C E S Project Management Service Project Management addresses the requirements, needs, concerns, and expectations of multiple stakeholders to ensure delivery of services or products are achieved within cost, schedule, and desired performance.

INCLUDES:

• Requirement identifcation • Defning scope • Developing communication criteria • Executive reporting • Ensuring product cost, schedule, and performance criteria are achieved • Quality • Risk mitigation • Disaster recovery • Change management • Policy and procedure development • Metric accountability

How do we charge? There are no fees associated with this service. All projects must be approved by the IT Department CIO. Major cost drivers • Third party contracting/consulting fees • Improper requirement validation • Un-checked user/requestor changes to planned eforts • Unknown risk realization • Failure to seek Enterprise Solutions vs. independent fxes What should you expect? Service availability: 8 am - 5 pm, Monday - Friday

RESPONSE TIME

Priority Critical

Time

2 Hours

High

Same Day

Medium

2 Days 3 Days

Low

Contact: Doug Hanks Project Manager 336-373-7739

How can you help? 1. Bring all changes, new projects, and initiatives to the Change Advisory Board for approval. 2. Contact the Project Manager routinely to provide updates to your current portfolio. 3. Do not implement solutions without following change management processes and procedures.

FACT:

Our Change Management Process has increased communication across divisions and prevented unexpected network interruptions.

7 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

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

8

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

I N F R A S T R U C T U R E A N D O P E R A T I O N S Desktop Support Services Desktop Support is an information and assistance resource that troubleshoots problems with computers, printers, and similar products. Desktop Support can be requested by calling the Service Desk line or by entering a Service Desk request via CityNet.

INCLUDES:

TIER I SERVICE • 24x7 Service Desk call in support • Desktop computer support for IT standard desktops • Laptop support for IT standard Laptops • Network printer support • Application support for standard image • Virus and malware protection • Virtual desktop support • Technical consulting • After hours emergency call in support • Coordinate technology training • Loaner equipment check-out free of charge for up to 5 business days

How do we charge? Tier I service: Included in monthly Service Desk charges (Appendix A) Tier II service: Fixed price per computer technician per year (Appendix A)

Major cost drivers • Software licenses

SERVICE DESK LINES

• Number of calls • Time spent to resolve issue • Non-return of loaner equipment

Main Support Line 336-373-2322 Public Safety IT 336-373-3375 GM-911 Support 336-373-4350

Available Loaner Equipment • Tablets • iPads • Laptops

• Projector

What should you expect?

RESPONSE TIME

Service availability: 8 am - 5 pm, Monday - Friday

Priority Critical

Time

2 Hours

High

Same Day

Medium

2 Days 3 Days

Contact: Kathy Goodwin Leasing Administrator 336-373-2828

Low

Tips for using this service 1. Enter the Service Desk request online. 2. Read FAQs on our webpage.

FACT:

Last fscal year the Service Desk responded to over 5000 customer tickets.

9 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

I N F R A S T R U C T U R E A N D O P E R A T I O N S

Digital Faxing Service RightFax is a utility that allows the sending, receiving, and processing of faxes from desktop computers via a web client. This replaces all traditional analog faxing operations on campus.

INCLUDES:

• Tiered

F @ X

administration (optional)

• Inbound and

outbound faxing

How do we charge? Included in monthly Network charge (Appendix A)

• Email integration

Major cost drivers • Number of fax numbers in use • Hardware acquisition • Number of active user accounts • Hardware support • Systems administration

• Centralized

hardware cost

• Departmental / Division Customization

RESPONSE TIME

• Maintenance

Priority Critical

Time

What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled during non-business hours)

2 Hours

High

Same Day

Medium

2 Days 3 Days

Low

Contact: Sylvia Suriani Network Services Manager 336-373-2200

How can you help? Did you know the IT Department ofers a way to fax documents online? You no longer have to wait by your fax machine for a fax to arrive or for a confrmation that it was sent. Instead, incoming faxes can go directly to an inbox, and outgoing faxes are sent online all from your computer. For outgoing faxes, send an email to (insertfaxnumberhere@cogfax.org) For more information, contact the IT Service Desk at 336-373-2322 and ask about RightFax.

FACT:

To date over 12,000 faxes have

been sent and received using our RightFax service.

10 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

I N F R A S T R U C T U R E A N D O P E R A T I O N S

E-mail Service Electronic messaging provides worldwide connectivity within and outside the organization. It refers to the ability to send, receive, and store email.

INCLUDES:

• Spam Filter

• Calendaring

• 1.2 GB Storage

How do we charge? Included in monthly Network charge (Appendix A)

• Virus Protection

Major cost drivers • Number of accounts in use • Hardware support • Operations and engineering support

• Archiving

• RightFax Service

• Spam control • Maintenance • Storage management

• Sync email to

mobile devices

RESPONSE TIME

• Mobile device management • Email archiving

• Web Mail

Priority Critical

Time

2 Hours

High

Same Day

What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled during non-business hours)

Medium

2 Days 3 Days

Low

Contact: Sylvia Suriani Network Services Manager 336-373-2200

How can you help? 1. Purge or archive e-mails every month 2. Refrain from forwarding large fles to multiple users; instead, use shared storage drives 3. Do not attach graphics or backgrounds to your email signature, this requires additional storage space

FACT:

In the last 12 months city

employees have received 4 million email messages while sending 3 million.

11 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

I N F R A S T R U C T U R E A N D O P E R A T I O N S

Digital Signage Digital signage is a specialized form of content delivery in which video or multimedia content is displayed in public places for informational and/or advertising purposes.

INCLUDES: • Software required to display user provided content on TV/Monitor • Department is responsible for providing CPU, TV or monitor • Limited training on Content Manager software to create signage. Additional training is available through FourWinds Interactive, Inc.

How do we charge? Dynamic Content Player License - one-time charge of $1,785 Required equipment? Lenovo M73 (leased or purchased) and a television display.

What should you expect? Service availability: Digital sign should be available 24/7 or during normal

business hours for that particular Department 99% of troubles/issues repaired or completed within 3-5 business days Turnaround time from initial request is approximately 6 weeks for equipment procurement. Five business days once equipment arrives on-site to setup content player.

RESPONSE TIME

Priority Critical

Time 1 Day

High

1-3 Days 3-5 Days

Medium

Low

5 Days

Contact: Gerrad Bife Telecommunications Manager 336-373-2333

78% of businesses now report using Digital Signage. FACT:

12 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

A server is a device on the network that manages network resources. For example a manages one or more printers and an computer that manages one or more software applications. A database server queries. I N F R A S T R U C T U R E A N D O P E R A T I O N S Enterprise Server Support print server is a computer that application server is a is a computer that processes database

INCLUDES: • Application hosting for enterprise systems • SQL Server database hosting for enterprise databases • Windows and AIX server support • Virtual Server support • XenApp support • Disaster Recovery for enterprise systems • SharePoint systems and support

How do we charge? Included in monthly Network charge (Appendix A) Major cost drivers • Licensing • Hardware acquisition • Hardware support • Operations and engineering support • Maintenance What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled during non-business hours)

RESPONSE TIME Priority Time Critical 2 Hours High Same Day Medium 2 Days Low 3 Days

Contact: Sylvia Suriani Network Services Manager 336-373-2200

FACT:

From 2016, the number of enterprise servers across

the organization has grown to just under 300.

13 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

I N F R A S T R U C T U R E A N D O P E R A T I O N S

IP Video Surveillance IP Video Surveillance provides access to real-time or archived video at any time from any network location, allowing remote monitoring, investigation, and incident response by security staf, law enforcement or approved City of Greensboro personnel.

INCLUDES:

BASIC SERVICES

• Real-time video monitoring • 30-day archived video

How do we charge? $15 per month per camera maintenance fee. This fee pays for video storage and any needed or required maintenance. What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled with every efort to reduce negative impact to the organization) 99% of IP Surveillance troubles/issues repaired or completed within 5 days

• User based restrictions

• End-user training

RESPONSE TIME

Priority Critical

Time

2 Days 3 Days 5 Days 10 Days

Contact: Gerrad Bife Telecommunications Manager 336-373-2333

High

Medium

Low

FACT:

There are an estimated 30 million surveillance cameras in the US shooting

4 billion hours of footage a week.

14 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

I N F R A S T R U C T U R E A N D O P E R A T I O N S Leasing Technology Service Leasing provides the opportunity to refresh our technology, remain cost efective, and budget conscious. Leasing Technology staf can be reached at 336-373-7938.

INCLUDES:

ID No. 000000000

• Equipment recommendations based on job duties, functions, and requirements

How do we charge? Equipment lease charges are based on a 36 or 48-month lease depending on equipment type (Appendix A)

• Online ordering form

Major cost drivers • Equipment upgrades • Equipment availability

• Software

compatibility is checked and the technicians ensure the software is properly licensed and in compliance consulting at the time of deployment • 48 hrs of technical service after • Technical

• Dual Monitors and larger monitors • Not returning equipment on time

RESPONSE TIME Within 24 Hours Approval of Lease Request Within 30 Days of Delivery Computer Deployed 48 Hours of Rollout Support For issues and concerns on a new deployment

What should you expect? Service availability: 8 am - 5 pm, Monday - Friday

Contact: Kathy Goodwin Leasing Administrator 336-373-2828

the computer is deployed to end- user

How can you help? 1. Technology liaisons working with the end-user to ensure that the proper equipment is requested. 2. End users should work with Leasing and Deployment staf to ensure the computer is built and deployed in a timely manner. Timing is based on end-user availability and software to be installed.

FACT:

Our current inventory for leased equipment is quickly

approaching 8000 pieces!

15 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

I N F R A S T R U C T U R E A N D O P E R A T I O N S

Mobile Devices A mobile device is a handheld tablet or smartphone that is made for portability, and is therefore both compact and lightweight. This also includes mobile air cards and/or jet pack type devices.

INCLUDES:

ENHANCED SERVICES • Cell phones / Smartphone support for • City devices • Mobile air cards/ hotspots for laptops • Cell phone stipend management (Appendix X) • Support for iPads and Tablets

How do we charge? Monthly charge based on cell phone carrier rates. Major cost drivers • Type of device selected (hardware acquisition) • Hardware support • Operations and engineering support

Available Loaner Equipment • Personal Wi-Fi jetpacks • Various phone charging accessories

RESPONSE TIME

What should you expect?

Service availability: 24/7 service availability (maintenance windows will be scheduled during non-business hours) 96% of phones installed within 5 days once equipment is received 96% of phone repairs complete within 3 days of being received

Priority Critical

Time

4 Hours

High

Same Day

Medium

3 Days 5 Days

Low

Contact: Gerrad Bife Telecommunications Manager 336-373-2333

About 80% of the world’s population has a mobile phone. FACT:

16 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

I N F R A S T R U C T U R E A N D O P E R A T I O N S

Network Access A network is a collection of computers and devices connected to each other. The network allows computers to communicate with each other and share resources and information.

INCLUDES:

• Network

connectivity for PCs, laptops, printers, VOIP phones, mobile devices and

How do we charge? Included in monthly Network charge (Appendix A) Major cost drivers • Number of network devices in use • Hardware acquisition • Hardware support • Operations and engineering support • Maintenance • Internet fltering • Bandwidth What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled during non-business hours)

enterprise storage • Wireless access in designated areas (Appendix B - Wireless Locations)

• Remote access • Network

RESPONSE TIME Priority Time Critical 2 Hours High Same Day Medium 2 Days Low 3 Days

connectivity for building automation and card swipe systems • Network connectivity for surveillance cameras • Network account management services • Internet access • Network cabling (additional charges may apply) • Fiber optic cabling (additional charges may apply)

Contact: Sylvia Suriani Network Services Manager 336-373-2200

How can you help? 1. Limit the number of devices connected to the network. Fewer devices such as network printers will reduce the amount of network equipment required. 2. Use fewer network ports by connecting your PC to your VOIP phone 3. Limit your access to streaming video to reduce the usage of network bandwidth.

FACT: Did you know that 3 billion Google searches will have to wait if the internet goes down for a day?

17 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

I N F R A S T R U C T U R E A N D O P E R A T I O N S $ Online Billing Review (OBR) for Lease Charges Online Billing Review (OBR) for active leases refers to the process of reviewing and analyzing lease bills against any billing guidelines, service level agreements, and other generally accepted standards. OBR plays a vital role in spend management through the review and analysis.

INCLUDES:

• Integration of billing systems

• Historical billing

• Centralized accounting

• Administrative reporting • Development and system maintenance

How do we charge? Included in monthly Network charge (Appendix A)

Major cost drivers • Number of active leases

RESPONSE TIME

• Hardware acquisition • Number of active user accounts • Hardware support • Systems administration • Maintenance

Priority Critical

Time

4 Hours

High

Same Day

Medium

3 Days 5 Days

Low

What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled during non-business hours)

Contact: Kathy Goodwin Leasing Administrator 336-373-2828

How can you help? Did you recently receive a newly leased computer and realize you left fles you needed on your old computer? Don’t worry! The IT Department keeps backups of all computers for 90 days after their return which provides access to fles not transferred at the time of the exchange.

FACT:

Remember your charges are available online every month enabling you to track your billing.

18 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

I N F R A S T R U C T U R E A N D O P E R A T I O N S

Password Self-Service Tool The Password Self-Service application helps organizations implement and monitor a customizable self-service or service-desk process for unlocking accounts, resetting, and changing passwords on the local network. Subscribing to the Password Reset service provides the ability to reset passwords more quickly than entering a call to the service desk.

INCLUDES:

***

• Mobile device access

• Tiered

administration (optional)

• Text notifcation

• Remote password management

How do we charge? Included in monthly Network charge (Appendix A)

• User enabled

Major cost drivers • Number of active user accounts • Hardware support • Systems administration • Maintenance • Security testing

account unlock

RESPONSE TIME

Priority Critical

Time

4 Hours

High

Same Day

Medium

3 Days 5 Days

What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled during non-business hours) Low

Contact: Kathy Goodwin Leasing Administrator 336-373-2828

How can you help? Create a “Self-Service Password Reset” account today so that you will never

FACT:

be locked out again. Registering your account at: https://reset.greensboro-nc.gov

Don’t forget to register for the password reset tool because getting blocked out of your work computer always happens at the worst time!

Serves as a backup system if you ever get locked out or can’t remember your password. Follow these steps and you will never have to worry about calling 2322 to reset your password.

19 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

I N F R A S T R U C T U R E A N D O P E R A T I O N S

Skype for Business Microsoft Skype for Business combines instant messaging, desktop sharing, application sharing, live meetings, audio conferencing and video conferencing.

INCLUDES: • Instant Messaging • Audio- conferencing • Video-conferencing • Desktop Sharing • Application Sharing • Collaboration through

How do we charge? Included in monthly MS Ofce charge (Appendix A) Major cost drivers • Number of network devices in use • Hardware acquisition • Hardware support • Operations and engineering support • Maintenance • Internet fltering What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled during non-business hours) 99% of Skype for Business troubles/issues repaired or completed within 3 days • Bandwidth

whiteboard documents • Collaboration through PowerPoint documents • Polling lists

RESPONSE TIME

Priority Critical

Time

4 Hours

High

Same Day

Medium

3 Days 5 Days

Low

Contact: Gerrad Bife Telecommunications Manager 336-373-2333

FACT:

In 2017, City employees

sent a total of approximately 475,000 instant messages to each other!

20 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

I N F R A S T R U C T U R E A N D O P E R A T I O N S

Spam Quarantine Service The IronPort Spam Quarantine program is an efective means to flter away most of the SPAM received based on a multiple detection mechanism including those which are difcult to detect by our existing antispam system.

INCLUDES:

SPAM

• Customized block list

• Email

categorization

How do we charge? Included in monthly Network charge (Appendix A)

• Centralized

management

Major cost drivers • Hardware acquisition • Hardware support • Operations and engineering support • Maintenance • Internet fltering

• Weekly Spam Quarantine Notifcation

RESPONSE TIME

• Bandwidth • System administration

Priority Critical

Time

2 Hours

What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled during non-business hours)

High

Same Day

Medium

2 Days 3 Days

Low

Contact: Sylvia Suriani Network Services Manager 336-373-2200

How can you help? Did you know the IT Department is rolling out dedicated spam quarantines for each employee? Items labeled as marketing, bulk, spam, or suspicious will be placed in this folder. Each Monday morning, employees will receive a weekly digest of items in his/her spam quarantine. These items will automatically be cleaned out of this folder every 30 days. Employees can view their spam folder at any time by going to the Cisco Spam Quarantine website: https://sma.greensboronc.org

In the past 12 months the city’s spam quarantine service has blocked over 20 million spam emails! FACT:

21 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

I N F R A S T R U C T U R E A N D O P E R A T I O N S

Storage Area Network A storage area network (SAN) is an architecture that allows computers and servers to attach to remote data storage.

INCLUDES:

• 10 GB storage on U: drive

How do we charge? Included in monthly Network charge (Appendix A) Major cost drivers • Storage management • Hardware acquisition • Hardware support • Operations and engineering support • Maintenance What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled during non-business hours)

• Storage for Department Shared Folders

• Storage for Department Folders

• Data backup and recovery services

RESPONSE TIME

• Directory services

Priority Critical

Time

2 Hours

• Data archiving services

High

Same Day

Medium

2 Days 3 Days

Low

Contact: Sylvia Suriani Network Services Manager 336-373-2200

How can you help?

1. Purge unnecessary data from U: drive and department folders. 2. Save shared documents in department folders. Do not keep multiple copies.

FACT:

With the use of more cloud- based services, IT expects to reduce the size of our SAN and pass the benefts onto our customers.

22 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

I N F R A S T R U C T U R E A N D O P E R A T I O N S Structured Cabling Service Structured Cabling Services ofers customers convenient access to structured cabling installation, design, and project management. Cabling infrastructures provided with this service enable the transport of data, voice, and video over various copper and fber optic media for government organizations, ranging from typical ofce/ cubicle environments to data centers to interconnection of buildings in campus environments.

INCLUDES:

• Ofce

reconfgurations

• Construction services

• Building

Interconnections

• Outside plant installation

How do we charge? Requesting department pays a percentage of the installation based on total construction cost.

• Service restoration

• Interactive conference rooms and other meeting places

RESPONSE TIME

Major cost drivers

• Number of connections requested • Hardware infrastructure capacity • Distance to existing equipment

Priority Critical

Time

Same Day

High

3 Days 5 Days 30 Days

Medium

What should you expect? Service availability: 7 am - 4 pm, Monday - Friday

Low

Contact: Sylvia Suriani Network Services Manager 336-373-2200

FACT:

- There were 5000 feet of IT fber optic

communication lines destroyed during the May 2018 tornado event.

23 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

I N F R A S T R U C T U R E A N D O P E R A T I O N S

Telecom/VOIP Voice over Internet Protocol (VoIP) is a general term for a family of transmission technologies for delivery of voice communications over IP networks such as the Internet.

INCLUDES:

BASIC SERVICES • Inbound and outbound calls • Audio- conferencing

How do we charge? Basic services: Fixed price per month (Appendix A) Major cost drivers • Number of devices in use • Hardware acquisition • Hardware support • Operations and engineering support

• Voice mail • Emergency responder

• Single line phone • Multi line phone • Multi line phone with voicemail • Add-on module • Analog (fax, modems, TTY, etc) • Panic Button Installation

RESPONSE TIME

Available Loaner Equipment • International phone • Conference Phone

Priority Critical

Time

4 Hours

High

Same Day

What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled during non-business hours) 96% of phones installed within 5 days 96% of phone repairs complete within 3 days

Medium

3 Days 5 Days

Low

Contact: Gerrad Bife Telecommunications Manager 336-373-2333

How can you help? 1. Limit your long distance calls. Additional fees are charged for long distance. 2. Enter a Service Desk ticket online to have unused phones picked up and taken of your account.

In 2017, on average, the highest call volume happened on Tuesdays at 3 pm. FACT:

24 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

E N T E R P R I S E S O L U T I O N S

Enterprise Solutions operates from both the general fund as well as the Capital Technology Fund. This full service team of employees are divided into three divisions including Application Development, Enterprise Business Services and GIS. There are 22 employees in this group who function as Data Base Administrators, Application Developers, Web Developers, Business Analysts, System Administrators, Project Managers and Batch Job Operators. Application Development is focused on streamlining operations through the development of Application Program Interfaces (API’s) and internal as well as external facing custom Applications. Integrated responsibilities include both external and internal City websites, electronic payment processing, and IT data processing operations. This team of individuals is supported through the general fund with the exception of Web Development which is supported though internal service fees. Geographic Information Systems (GIS) is a Map focused technology that is funded through the general fund. GIS serves all kinds of information to our communities about Parks, trails, zoning and districts, leaf pick up and snow removal, and the downtown greenway among other things. This team consists of analysts, a developer and a database admin. They manage the enterprise software and support the departmental analysts in delivering information both internally and to the public. The newer ‘Story Mapping’ technology is now available to the organization which can be very helpful when delivering data driven stories to the public regarding City services. Reach out to this team and see what they can do to help. The GIS team also manages the Enterprise Asset Management (EAM) System which is largely used by Water, IT, Facilities, Fire and other departments. This system is the backbone of maintenance requests with over 34,000 work orders coming in from the contact center per year. EAM helps us calculate and report the cost of maintaining systems and also the cost of repairing assets during a specifc event, like the tornado in the spring of 2018. The Enterprise Business Services team supports the Administrative functions of the organization by ensuring policy and legal mandates are properly confgured into the Enterprise Resource Planning (ERP) systems such as Lawson and Kronos. This team is composed of business analysts who meet with Departments to understand their business requirements and then defne them in the systems, as well as System Administrators who are responsible for securing the applications and integrating them with other applications. All software maintenance, purchases, upgrades and training are funded through the capital leasing fund which is managed through this division. The Goal of the Enterprise Solutions team is to ensure that data is turned into information, that security protocols are followed and that our investments yield value. We enjoy working with the departments to help meet the business challenges you face.

Chryste Hofer Deputy CIO, Enterprise Solutions Phone: 336-373-4650

25

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