IT Service Catalog FY 2018-19

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.

Critical

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.

High

Non-critical issue occurs. Business processes are not disrupted and work can be completed. There is an acceptable workaround for the issue.

Medium

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.

Low

IT Policies A P P E N D I X D

IT Policies The Information Technology Department ofers the following policies, procedures and guidelines for each City employee’s review and compliance. Find these online at http://citynet/MyTools/Pages/IT-Policies.aspx and click on Library: Policies & Procedures.

Policy Number

Control Number

Policy Number

Control Number

Acceptable Use Policy

Mobile Devices

GSO-ITAUP-001

GSO-MDP-001

Monitoring Employees Use of Electronics Resources Guidelines

Back-up and Retention Policy

GSO-ITOPS-PM003 GSO-ITOPS-PM001

GSO-ITOPS-PM013

Cell Phone Policy

Network Access Policy

GSO-NAP-001

Change Management Policy GSO-ITOPS-PM004 Cyber Security and Compliance Policy GSO-CSCP-001 Cyber Security and Incident Response Procedure GSO-IRP-001 Data Classifcation Policy GSO-DCP-001 Disaster Recovery Policy GSO-ITOPS-PM016 Email Retention and Disposition Policy GSO-ERDP-001 Employee Use of Social Network Policy GSO-ITOPS-PM012 Encryption Policy GSO-EP-001 File Access Guidelines GSO-ITOPS-PM005 Ipad Management Policy GSO-ITOPS-PM007 IT Ops GSO-ITOPS-001 Lawson Use (now a part of Acceptable Use) Loaner Equipment Checkout and Return Policy GSO-ITOPS-PM002 Lost/Stolen Leased Equipment Policy GSO-ITOPS-PM015

One Connect Policy

GSO-ITOPS-PM011

Open Data Policy

GSO-ITOPS-PM008

Password Policy

GSO-ITPWP-001

PC Secure Confguration Standards

awaiting control number

Printer Policy

GSO-ITOPS-PM009

Printer Secure Confguration Standards

awaiting control number

Remote Access Policy

GSO-RAP-001

Surplus Policy

GSO-ITOPS-PM006

Supplier Risk Management Policy Surveillance Camera Monitoring and Auditing Policy Technology Refresh Policy (formerly H/W Leasing)

GSO-SRMP-001

GSO-ITOPS-PM010

GSO-ITOPS-PM014

Third Party Access Policy

GSO-TPAP-001

Tier II Policy

GSO-ITOPS-PM017

User Provisioning Policy

GSO-UPP-001

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