Information Technology Policy Manual 2022

TIER II POLICY

PURPOSE AND SCOPE

The purpose of the Tier II Policy is to establish standards for Tier II Departments, define guidelines to mitigate future risks, and establish criteria by which to evaluate the success of the Tier II model.

The intent of this policy is to align Tier II Departments with Information Technology policies and standards to reduce the organization's risk of system vulnerabilities, data loss, software corruption, misuse, or other unintended impacts to systems and services.

DEFINITIONS

Tier II Department – A Department with technical staff responsible for performing specific support services on behalf of the Information Technology Department. Change Approval Board – A group comprised of each Division manager from the Information Technology department, along with the CIO, Deputy CIO, and IT Project Manager. Responsible for the approval of scheduled system outages

Data Center – A facility equipped with or connected to one or more computers, used for processing or transmitting data.

Disaster Recovery Processes – The documented process and procedures to report catastrophic system failure and directives to restore services.

Incident Reports – a process of documenting system failures root causes and total time services impact.

IT Management Board – A group comprised of each Division manager from the Information Technology Department, along with the CIO, Deputy CIO, and IT Project Manager. Input will sought from Tier II departments in all scenarios affecting them.

Scheduled system outages – agreed upon times when systems can be taken down for maintenance or upgrades.

Change Request – A formal request entered into the Change Management System for approval of an upcoming addition/change/modification/upgrade to a production system/application/service/device on the City of Greensboro network.

SLA – Service Level Agreement. The establish level of service to end users of the department.

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