Information Technology Catalog

City of Tampa

Department of Technology and Innovation

Information Technology Catalog

2009 Edition (Version 1.2) (Effective January 26, 2010)

Table of Contents

INTRODUCTION .....................................................................................................................................................................2 BUSINESS PROCESSES..........................................................................................................................................................3

HELP DESK WORK FLOW.........................................................................................................................................................3 CUSTOMER SERVICE CENTER WORK FLOW.............................................................................................................................4

BUSINESS SERVICES OFFERED .........................................................................................................................................5 BUSINESS CONSULTING ...........................................................................................................................................................5 BUSINESS INTELLIGENCE .........................................................................................................................................................6 COLLABORATION SERVICES.....................................................................................................................................................7 CONTINUITY OF OPERATIONS (COOP) ....................................................................................................................................9 FIELD TECHNOLOGY MANAGEMENT .....................................................................................................................................10 INFORMATION ASSURANCE....................................................................................................................................................11 OFFICE TECHNOLOGY MANAGEMENT ...................................................................................................................................12 HELP DESK ............................................................................................................................................................................13 SOFTWARE APPLICATION SUPPORT .......................................................................................................................................15

BUSINESS SERVICE CATALOG APPLICATIONS .........................................................................................................16 COMMERCIAL CUSTOMER APPLICATIONS SUPPORTED BY T&I..............................................................................................16 CUSTOMER APPLICATIONS DEVELOPED AND MAINTAINED BY T&I ......................................................................................17 APPLICATIONS PENDING APPROVAL......................................................................................................................................19 HOSTED APPLICATIONS (SOFTWARE AS A SERVICE) ..............................................................................................................19 APPLICATIONS NOT SUPPORTED BY T&I ...............................................................................................................................19 APPLICATIONS NOT AUTHORIZED OR PERMITTED IN PRODUCTION ENVIRONMENT...............................................................19

BUSINESS SERVICE CATALOG HARDWARE CONFIGURATIONS .........................................................................20 CLIENT MAINTENANCE PROCEDURES....................................................................................................................................20 NON-STANDARD HARDWARE CONFIGURATIONS...................................................................................................................20 HARDWARE NOT AUTHORIZED OR PERMITTED .....................................................................................................................20

T&I GLOSSARY OF TERMS ...............................................................................................................................................21

ITIL 02-3 Catalog, Version 1.1 1

Introduction In 2007, the Technology and Innovation (T&I) leadership recognized the need to improve the business processes used to provide technology services to City departments and thereby indirectly to improve services for the Citizens. The Information Technology Infrastructure Library (ITIL) is an industry and government “best practice” methodology for service operations. T&I leadership has adopted the ITIL version 3 framework as the standard model for guiding how technology service operations will be performed. The T&I department is chartered to design, acquire and operate IT services in order to provide value to the City departments business objectives. The process of providing those services is detailed in a set of four documents: 1. “Information Technology Policy and Governance," which addresses policy and governance [ITIL 02-

1 Policy & Governance] 2. “Information Technology Service Portfolio," which provides a high-level description of the services

offered by T&I and their associated value proposition to management [ITIL 02-2 Service Portfolio] 3. “Information Technology Catalog,” which provides a description of the services offered by T&I and

operational support information to end users [ITIL 02-3 Catalog] 4. “Information Technology Technical Catalog,” which provides detailed technical information for use

by T&I staff [ITIL 02-4 Technical Catalog] This document is the third item in this list: the Information Technology Catalog.


Business Processes

Help Desk Work Flow The T&I Help Desk is the central point of contact for all technology service requests for the City of Tampa 3,000-plus internal users. All City of Tampa employees have the authority to enter Service Requests, Incident Tickets, Requests for Change (RFC) and Procurement Requests (hardware, software and Telecom). The Help Desk provides first level incident resolution, limited second level technical support and overall problem management for T&I. Technology-related service ticket submissions are received three different ways (channels): email, self-service and telephone calls. All requests are reviewed and entered into a ticket tracking system (known as Service Desk Express or SDE), which is used to effectively manage all service tickets.

Method 1 - Self Service Submissions 1) Log in to SDE Self Service at http://sdeprd.ads.cot/helpdesk. 2) Enter just your User ID. (Note: No password is required.) 3) Create a Self-Service Ticket

a) Select “Create Ticket.” It is located in the left hand column on the home page. b) For all requests, verify the Client ID and Contact Information. If it is incorrect, please include in

the notes the changes needed. i) For service requests, enter the Red Tag identification of the computer (not the monitor). ii) Select the appropriate category by clicking on the word “Category”, drill down as far as you

as you can or stay at the top level of Service Request, Purchasing Request or Incident Break/Fix Request

iii) Enter the “Ticket Description.” This is a summary of your request, similar to an email subject line.

iv) Enter details in the Ticket Notes. This is like the body of an email; enter as much detailed information regarding your request.


http://sdeprd.ads.cot/helpdesk

v) For any specific requests, such as hardware, software, telecom purchases or change requests, be sure to complete the information requested on the specific tab.

vi) Press “Submit” (1) If you need to add an attachment, the ticket must be submitted before attachments

can be added. (2) Otherwise, once you submit the request it will be received at the Help Desk.

vii) Attach any error message(s) as an attachment at the bottom of the ticket form. viii) Press “Submit” again, this will not create another ticket.

Self-Service tickets are routed to the Help Desk main queue. Help Desk staff review all self-service tickets for accurate information. If they can resolve the request they will. If other teams are needed to assist, the requests will be routed to the proper work group for resolution. Method 2 - E-mail Submissions 1) Enter GroupWise. 2) Create an email with a description of the problem. Provide as much information as possible to

assist staff with their analysis of the problem. 3) Be sure to include the following in your email:

a) Your Client ID and Contact Information b) The Red Tag identification of the computer (not the monitor). c) Attach any error message(s)

Submit the email to: T&[email protected] Method 3 - Telephone Submissions To report a problem, call (813) 274-8067. The Help Desk staff will work with employees to identify the problem, create a Ticket and identify an appropriate solution or route the request to the proper work group for resolution.

Customer Service Center Work Flow Under revision: D. Jamai


mailto:T&[email protected]

Business Services Offered

Business Consulting Description Analyze business processes:

Definition Recommendations for improvement Investments Organizational structure Technology contracts

Effective Date February 16, 2009 T&I Primary Contact Help Desk Scope Includes:

Acquisition technical review Business to IT alignment Continuity of business consulting Invitation to Bid (ITB) technical support Request for Information (RFI) technical support Request for Proposal (RFP) technical support Request for Quotation (RFQ) technical support Service strategy Single Source (SS) technical support Support for departmental IT strategic planning Support for creation of a three-year technology plan based upon

projected business needs Support for enterprise IT strategic planning IT Project Management

NOTE:

Projects, including changes and enhancements, requiring more than 160 T&I labor hours for completion require authorization within the IT governance structure.

Out of Scope (Exclusions)

Excludes: Training or assistance regarding the business of the customer service

Key Metrics Customer Satisfaction (measured monthly) • A draft plan developed for technology acquisition after business

requirements have been defined within 30 days. • Approval of the technology acquisition by the department or

other interested parties may delay revision and implementation of the plan in a manner that is beyond the control of T&I.

• Technical review of ITB, RFI, RFP, RFQ, SS prior to release or other documents within 10 business days: 98%

• Technical review of responses to ITB, RFI, RFP, RFQ, SS or other procurement instruments per project plan: 98%

• Customer satisfaction survey results: 98% City IT Policies and Standards Compliance (evaluate all services and

activities) • Consulting recommendations conform: 100%

Agreed Service Times Normal business hours (Mon-Fri, 8:00 am – 5:00 pm ET)


Business Intelligence Description Data processing:

Collection, integration and presentation of business information Datamart Geospatial analysis


Collecting and presenting data Report writing: T&I will build reports for use by client departments; client

departments will operate the reporting tools Geospatial analysis Dashboards City and department web page publication, content management and

maintenance Assessment of external data files T&I will provide initial training for all applications developed by T&I and for all

substantial enhancements to applications developed by T&I for client departments; client departments will provide or contract subsequent training


Excludes: Business analysis Action on business intelligence derived from data Training and assistance for desktop applications (e.g., MS Access and MS

Office components) Presentation creation (e.g., PowerPoint presentations, videos and display

boards) [available through contracted services] Graphics editing (e.g., including touch-up, optimization, resizing and cropping

photos) [available through contracted services] Audio-video editing [available through CTTV or through contracted services] Creating fillable PDF or Word forms [available through contracted services] Newsletter content creation or editing Departmental web page content creation or editing (for guidelines, see the

Web Design section of the T&I Department’s Information Technology Standards.

Key Metrics Customer Satisfaction (measured monthly) • Customer satisfaction survey results: 98% • GIS data is refreshed and published weekly: 100% • Custom delivery of existing GIS data within 2 business days: 98% • Creation of new GIS data sets per plan: 98% • Web application development (development request) per plan: 98% • Web page publication (content complete) within 1 business day: 98% • Web page publication (content to be edited) within 5 business days: 98% • Web page publication (new page) per plan: 98% • Custom report preparation per plan: 98% • Dashboard construction per plan: 98% • Dashboard modification per plan: 98% • Datamart construction per plan: 98% • Datamart modification per plan: 98%

City IT Policies & Standards Compliance (evaluate all services and activities) • Projects, plans and activities conform: 100%

Agreed Service Times Monday-Friday: 8:00 am – 5:00 pm ET


http://www.tampagov.net/dept_technology_and_innovation/information_resources/Information_Technology_Standards/files/4.1.8.1_Web_Design.pdf

Collaboration Services Description Provide tools and support for people to work together toward common

goals, including: Call center(s) Mobile/cellular/desk phones Customer service center Email Facsimile Internet access Network access Storage Networks and network-attached shared storage Personal Digital Assistants (PDAs) Virtual private networks (VPNs) Radio communications Video teleconferencing Web services as a portal channel


Assist with selection, purchase and implementation of tools that enable people to collaborate

Operating and maintaining systems Establishing standards Providing channels/access to training/education materials (for

example, computer-based training and on-line manuals) Assist with consulting and technical support for departmental special

events such as Emergency Operation Centers for the Outback Bowl, Gasparilla and other special events. • These are to be identified in each department’s SLA as approved

or not approved for T&I support. Out of Scope (Exclusions)

Excludes: T&I personnel training or assistance on use of personal business

equipment such as faxes, cell phones, desk phones, or Personal Digital Assistants

T&I personnel training or assistance on software applications (e.g., MS Office, GroupWise, MSS, FAMIS and tampagov.net)

Overhead projection systems Key Metrics System Availability (measured monthly)

• Availability of call center service: ≥ 98% • Availability of cell phone service: ≥ 99.97% • Availability of customer service center: ≥ 98% • Availability of desk phone service: ≥ 99.97% • Availability of email service: ≥ 98% • Availability of facsimile: ≥ 99.97% • Availability of Internet access: ≥ 98% • Availability of network access: ≥ 99% • Availability of network-attached storage devices ≥ 99% • Availability of personal digital assistant service: ≥ 99.97% • Availability of radio communication service: ≥ 98% • Availability of virtual private network service: ≥ 98% • Availability of web services: ≥ 98%


Customer Satisfaction (measured monthly) • Help desk survey: 98% approval

City IT Policies and Standards Compliance (evaluate all services and activities) • Services and activities conform: 100%

Agreed Service Times

Installation requests: Monday-Friday: 8:00 am – 5:00 pm ET Emergency response: 24 X 7 Exception: pre-announced downtimes for system upgrades or

expansion


Continuity of Operations (COOP) Description Continuity of critical IT operations supporting business: ensure the

business operations can continue within the Recovery Time Objective (RTO) and Recovery Point Objective (RPO)


IT Service Level Request (SLR) management IT Service Level Agreement (SLA) management Acquisition, deployment and operation of appropriate COOP IT tools

and facilities Policies and procedures for data back-up, storage and recovery Policies and procedures for IT system recovery COOP IT contract management


Excludes: Data stored on personal computer local drives (e.g., C: drives) or

external drives (e.g., USB flash drives) Backup/recovery services for desktop application customization (e.g.,

MS Access and MS Office components) Key Metrics Recovery Point Objective (RPO): 24 hours, 100%

• Windows/LINUX Incremental backups: nightly, Monday through Friday Full backups: weekly, during weekend Retention: 60 days (incremental), 60 days (full)

• Novell Incremental backups: nightly, Monday through Friday Full backups: monthly Retention: 60 days (incremental), 365 days (full)

Recovery Time Objective (RTO): 24 hours, 100% City IT Policies and Standards Compliance (evaluate all projects, plans

and activities) • Projects, plans and activities conform: 100%

Agreed Service Times 24 X 7


Field Technology Management Description Operation, security, management, monitoring, license management and

maintenance of field systems after acquisition and integration; technical support for non-office environment technology operations


Mobile data terminals Robotics Radios Internal (T&I) contract management License management Management of transfers of internal and external application data files

from/to the City Out of Scope (Exclusions)

Excludes: T&I personnel training or assistance on the business use of the

systems Systems not approved by IT governance structure

Key Metrics Radio System Availability: ≥ 99.97(measured monthly) Customer Satisfaction: 90% (measured bi-annually) New assignment/new equipment acquisition/new hire: • Delivery of digital radio handset: 6 weeks, 100% • Delivery of analog radio: 6 weeks, 100% • Delivery of mobile data terminal: 6 weeks, 100% • Delivery of cellular telephone: 5 business days, 100% • Delivery of standard Personal Digital Assistant: 10 business days,

100% Equipment swap-out (except robotics): 4 hours, 100% The delivery of field technology not specified here will be defined by an

implementation plan. City IT Policies and Standards Compliance (evaluate all projects, plans

and activities) • Projects, plans and activities conform: 100%

Agreed Service Times Monday-Friday: 8:00 am – 5:00 pm ET Emergency response: 24 X 7 per departmental service level

agreement


Information Assurance Description Protect and defend information and information systems by ensuring

confidentiality, integrity, authentication, availability and non-repudiation Effective Date February 16, 2009 T&I Primary Contact Technology & Innovation Security Office (TISO) Scope Includes:

Identity management Access management Remote connectivity Threat assessment System protection Application security Policy development Information security education Information security governance Oversight of network connections Forensic analysis Security reviews of Invitation to Bid (ITB), Request for Information (RFI),

Request for Proposal (RFP), Request for Quotation (RFQ) and Single Source (SS) procurements

Legislative and regulatory security compliance License management, including periodic audits

NOTE: The complete IT Security Policy is available for review at http://inet.cot.gov/dept_MIS/documents/standards_and_policies/COT_InfoSecPol_V2.pdf


Excludes: No exclusions

Key Metrics Availability (measured monthly) • Availability of access services: ≥ 99.9% • Availability of Internet access: ≥ 99.9% • Availability of VPN services: ≥ 99.9%

Customer Satisfaction (measured bi-annually) E-mail ID set-up: 3 business days, 100% System ID and password set-up: 3 business days, 100% Security review of ITB, RFI, RFP, RFQ or SS: 10 business days (concurrent

with other T&I review), 100% City IT Policies and Standards Compliance (evaluate all projects, plans and

activities) • Projects, plans and activities conform: 100%

Agreed Service Times Security and information assurance analysis: Monday-Friday: 8:00 am – 5:00 pm ET

Forensic analysis: Monday-Friday: 8:00 am – 5:00 pm ET Security system availability: 24 X 7


http://inet.cot.gov/dept_MIS/documents/standards_and_policies/COT_InfoSecPol_V2.pdf

Office Technology Management Description Operations, security, management, monitoring, software license

management, connectivity and maintenance of office IT (for example, hardware, software, print and copy services) after acquisition; technical support for office environment technology operations


Personal computers Personal computer applications (functionality) Printers Facsimile machines Photocopiers Telephones License management Management of transfers of internal and external application data files

from/to the City Out of Scope (Exclusions)

Excludes: Training or assistance on the business use of the systems Systems not approved by IT governance structure Personal computing on behalf of business units Overhead projection systems

Key Metrics Availability (measured monthly) Customer Satisfaction (measured bi-annually) New equipment acquisition: • Installation of computer (standard user configuration) within 6

weeks: 100% • Installation of computer (power user configuration) within 6 weeks:

100% • Installation of VoIP desk telephone within 10 business days: 100% • Installation of Verizon desk telephone:

Existing COT building/facility within 10 business days: 100% New COT building/facility per implementation plan: 100%

• Delivery of cellular telephone within 5 business days: 100% • Delivery of standard Personal Digital Assistant within 10 business

days: 100% The delivery of office technology not specified here will be defined by

an implementation plan. Larger device quantities per implementation plan. Total Cost of Ownership (TCO) • T&I manages a program of computer system refresh that replaces

the oldest 20% of the systems in service annually. Requests for more frequent refresh or more adjustments to the standard configuration should be submitted to the Help Desk. Departments will be informed by T&I of scheduled refresh dates.

City IT Policies and Standards Compliance (evaluate all projects, plans and activities) • Projects, plans and activities conform: 100%

Agreed Service Times Monday-Friday: 8:00 am – 5:00 pm ET


Help Desk Description Single point of contact for City employees (customer) to access the

complete range of information technology services; single source for IT service delivery and operation.


IT call center services (for example, password reset and account changes [move, adds, deletes])

Incident and event handling Service Requests Requests for Change First level help for users, including triage Customer education through directions to on-line self-help Operations Security Monitoring Maintenance of IT


Excludes: T&I personnel training or assistance on use of personal business

equipment such as faxes, cell phones, desk phones, or Personal Digital Assistants

T&I personnel training or assistance on software applications (e.g., MS Office, GroupWise, MSS, FAMIS and tampagov.net)

Key Metrics High First Call Resolution (FCR): 90% Customer Satisfaction (measured continually by survey)

Agreed Service Times See table Hours of Operation: Technology Help Desk On-Site Support Standard Hours (Excludes holidays, shutdown days and EOC/ERC activations)

Monday-Friday: 7:00 am to 6:00 pm ET

Email and SSHD requests can be submitted anytime, but will not be responded to until the next business day

Monday-Friday: 8:00 am – 5:00 pm ET

After Hours (Includes holidays, shutdown days and EOC/ERC activations)

All non-standard hours Calls will be routed to voicemail*

and relayed to the on-call T&I staff

Available for emergency or high priority outages only

Exceptions Specific exceptions may be agreed between T&I and user departments and defined in a service level agreement

Specific exceptions may be agreed between T&I and user departments and defined in a service level agreement


Priority Each Help Desk request is prioritized using the following definitions:

Priority System Level Response Resolution

% closed on time

1 Emergency

Major loss of a mission critical system or service; loss of access to a customer group that performs work critical to the business 30 minutes 4 business

hours ≥ 98% 2

High Incident with a critical system or service affecting ≥ 1 customers 60 minutes 8 business

hours ≥ 98%

3 Medium

An incident affecting an individual or a loss of service for 1 customer on critical business functions or an outage for any 1 customer

60 minutes 24 business hours ≥ 90%

4 Low

An incident affecting an individual or a loss of service for customers on non-critical business functions

2 business hours

40 business hours ≥ 90%

5 Scheduled

A scheduled request for new installs, changes, moves or upgrades (requires review per specific device services plan)

2 business hours Custom ≥ 90%

0 Project

Service request for a project that will exceed two weeks to complete

40 business hours Custom ≥ 90%


Software Application Support Description Operation and maintenance of IT governance-approved software

applications, as listed in the Business Service Catalog Applications section of this document; keep business operations effective, efficient and functioning using appropriate software


Acquisition of IT governance-approved software applications Acquisition of integration/interface (middleware) applications Acquisition of enhancements to IT applications Change/release/configuration management Maintenance of IT governance-approved software applications Review of existing applications to be added to the list of IT

governance-approved software applications All acquisition of applications not already on the T&I approved list

require T&I review and approval as well as Index and Object codes to purchase any application. • The budget approval and purchasing process can require several

days and in some cases, several weeks to complete. T&I is not responsible for areas outside of their control.

• If the T&I evaluation/approval process is bypassed in the purchasing process; the owner/sponsor department has the risk that the application may not be feasible for T&I to support.

NOTE:

Projects, including changes and enhancements, requiring more than 160 T&I labor hours for completion require authorization within the IT governance structure.


Excludes: Training or assistance in the business use of the software application Software applications not approved by IT governance structure Operating business software applications, including running reports

and performing ad hoc queries The owner/sponsor department is responsible for obtaining funding for

purchasing of requested applications, recurring application maintenance fees, application upgrades and any required systems, networking or telecommunications fees required for the implementation and continued maintenance of the application. • T&I can manage the payment of recurring fees for application

maintenance if requested. While T&I would manage the payment and work with the vendor, the owner/sponsor department is responsible for the funding to be transferred to T&I’s budget as a line item..

Key Metrics Capability Availability (measured monthly): 100% Customer Satisfaction (measured bi-annually) Acquisition reviews completed within 6 weeks of requests City IT Policies and Standards Compliance (evaluate all projects, plans

and activities)) • Projects, plans and activities conform: 100%

Agreed Service Times Monday-Friday: 8:00 am – 5:00 pm ET Emergency services applications: 24 X 7



Business Service Catalog Applications T&I provides installation and maintenance support for the following commercial applications on T&I approved platforms with appropriate software builds and distribution of media or solutions. This includes T&I approved upgrades, maintenance patches and system backup services. T&I does not provide instruction or assistance on the business use of a specific application. Incidents will be handled by the T&I Help Desk.

Commercial Customer Applications Supported by T&I 911 FPN (Fire Printer Network) 911 (Verizon/CML) Able2Extract (Investintech) Access (Microsoft) Acrobat Professional (Adobe) ADORE (Automated Observation Reports and

Evaluations) (MdE Inc) ADPICS (Cogsdale) ADS (Microsoft) Agenda Maestro (ISPA DocMaestro) AIM (On Target Performance Systems) Alchemy (Alchemy Lab) Aloha (FEMA) Aqua (Priority Dispatch) ArcGIS (ESRI) ArcReader (ESRI) Astra CAD/RMS/Inspections/Personnel/

Scheduling (TFR) (Astra Software) AutoCAD (Autodesk) AutoCAD Architecture (Autodesk) AutoCAD LT (Autodesk) Autodesk Map (Autodesk) Automated Fingerprint ID (Printrak Intl) Automated Fuel Dispensing System (K3000L)

(PetroVend) Autoscale (Mettler/Toledo) AVL (Stormwater) (FleetBoss) AVL (TFR) (Radio Satellite Integrators) Benefit Enrollment (PeopleSoft) Box Car Pro (Forestry Supply) BPREP (Cogsdale) Business Objects (SAP Business Objects) Cameo (FEMA) Check In/Check Out (Strategic Systems &

Tech) Civil 3D (Autodesk) Claims Crusher (CSC), a.k.a. RiskMaster Comply Code Enforcement System (Diversified

Software Systems) ConCentRICs (RIC Corporation) Primavera (Oracle) Crimentel (CI Technology) Crystal Reports (SAP Business Objects) DCTS (DCTS)

Didger (Golden Software) Direct (commercial credit card) (Bank of

America) DocDepot (ISPA DocMaestro) DocGenda (ISPA DocMaestro) Dragon Naturally Speaking (Nuance) E Team (NC4 Public Sector) Easytrieve Plus (Computer Associates) Email Remote Access (Novell) Emergency Response Guide - DOT ERG 2008

Mobile for Windows Version 1.0.29 Database Version 4.1.7 (U.S. DOT)

Employee Self Service (Peoplesoft) EMS/NFRS Reporting System (DocuMed

Systems Intl) EPK (EPK Group) ERDAS Imagine (Leica) ERMapper (Leica) Expectations (Expectations) FAACS (Cogsdale) FAMIS (Cogsdale) Fire Files (Albanese) Florida Interoperability Network (State of

Florida) FME (Feature Manipulation Engine) (Safe

Software) FormDocs (Enterprise Technology) FTP95 (used with DemandStar) (Onvia) Google Earth Pro (Google) GPS Pathfinder Office (Trimble) Granite XP (Cuesinc) GroupWise (Novell) Human Resources Mgmt. Systems (Integral

Systems) InfoBase (Tampa Police Department) InfoRad (paging) (InfoRad Wireless) InfoSWMM (MWH Soft) IVS (Interactive Voice System) Keychip Access System (fuel software system)

(Phoenix Software) LIMS (Perkin Elmer) LINCOLN (Pen-Link) Lyris ListManager (Lyris) M/A-Com EDACS Radio Communications

MaintStar (TFR) (MaintStar) Map Create (Lowrance Electronics) MapInfo (Pitney Bowes) MapInfo ProViewer (Pitney Bowes) Marplot (FEMA) Mat Tech Chart Navigator (West Marine Map

Tech) MaxiCAD (Versaterm) MCM Asset Management (MCM Technology) Media Alert (Media Alert) MetaFrame (Citrix) Microstation (Bentley Systems) Mobile Dispatch Terminal (Versaterm) Mobile Report Entry (MRE) (Versaterm) Mobility XE (NetMotion Wireless) Morning Pride (Fischer Scientific) MPA (Microsoft) Munsys (Munsys) NAVISPHERE (EMC) NCIC (Versaterm) NDS (NDS) Net-Tec (Versaterm) NFIRS 5Alive (Animated Data) Office (Microsoft) OneNote (Microsoft) Oracle Locator (Oracle) Oracle Spatial (Oracle) OziExplorer (Share It) PageMaker (Adobe) Paging (TFR) (Bytware) Paymatch (Skybridge Global) Pension Payroll System (Integral Systems) PeopleSoft Human Capital Management (HCM)

System (Oracle) Peri Studio (Nortel) Photoshop (Adobe) PMC2000 CMMS (DPSI) Prewin Industrial Pretreatment System (Sabre

Systems) ProCheck Plus (ProCheck Plus) Project (Microsoft)

Prolease Real Estate Management Software (Link Systems)

Pump Station Radio Control and Automation System (DCR Engineering)

Raster Design (Autodesk) Reader (Adobe) RightWeb (Leica) RiskMaster (Computer Sciences Corp) RMS (Versaterm) SCADA (Water) (Citect) Service Desk Express (SDE)(MAGIC)

(Remedy) Sigma Plot (Systat Software) Site Profiler (Digital Sandbox) Asset Tracking System (Strategic Systems &

Technology) Inventory Tracking System (Strategic Systems

& Technology) Surfer (Golden Software) Systemwide (Cogsdale) Systoc (Occupation Health Research) Table Curve 2D (Systat Software) TAW Energy Management System (TAW) Terrasync (Trimble) Test Generator (Fain & Company) Thermographic Camera (FLIR) TPC Training Development and Testing System

(Telemedia) TRIM (Tower Software) UAD IVR UMS Meter Reading System (Radix Intl) Utilicorder Route Management System (RADIX) Utility GIS (Munsys) Valiant (Valiant) Video Conferencing (Inter-Tel/Tandberg) Virtual Messaging Center (VMC) (Versaterm) WaveReader (GE) WebTMA (TMA Systems) WISER (National Library of Medicine) WORKS (Payment Manager) (Bank of America)

Customer Applications Developed and Maintained by T&I AMS (Archive Management System) Applicant Tracking Billing Estimator Budget Datamart Business Tax Business Tax Field App Cashiering/POS Cell Phone Billing ReportsӨ CIP CitationsӨ

CMS (Contract Management System) Complaint ACD (ASP) Cool IceӨ DavidӨ Diversity Management System FBS FDR Finance Datamart Fire Datamart Fire Line


Forfeiture GAS (External Fuel Tracking a.k.a. Shell Credit

Card System) HCSO Bookings/Arrests – Interface HR Datamart HSS (Housing Services System) Hydro

INET Boards and Commissions Admin INET Calendars Admin INET City Council Meeting Transcripts Admin INET CTTV Programming Descriptions Content

Management INET Customer Service Center Admin

INET Ecommerce Monthly Parking Admin INET Ecommerce Museum Membership Admin INET Ecommerce Parking Tickets Admin INET Ecommerce Police Reports Admin INET Ecommerce Savings Estimator Admin INET GE Pension Board Meeting Agendas

Admin INET GE Pension Board Meeting Minutes

Admin INET Internal Web Portal INET Neighborhood Locator Admin INET News & Notices Admin INET Parks Search Admin INET Personnel Job Applications Admin INET Personnel Job Openings Admin INET/TampaGov Web Server String Search

Utility InfobaseӨ Internet Access (Browser Support) Internet Email/Spam Filtering IVS JusticeXchangeӨ Librarian (LIBIDS) MARS (Miscellaneous Accounts Receivable) Meters/Hydrants/Backflow MSS (Multi-Services System) Online Help System (OHS) Online Report Viewer Online Reporting System (ORS) Online Security System (OSS) Parking Violations System (PVS) Paving History Pawn Pawn Data Sharing (aka Finder) Payroll Time and Attendance (PTA) Police AlertsӨ Police Datamart Police Daily Incident LogӨ Police E-Learning AdministrationӨ Police SSD Copper (Police Specops)Ө

Power Center (Informatica)

Purchasing Datamart Reverse 911Ө Roadway Striping and Marking Signs Installed Solid Waste Routing System STAR Database Star WitnessӨ Street Maintenance Street Segments TampaGov Application Status Administration TampaGov Boards and Commissions TampaGov Business Tax Receipts Inquiry TampaGov Calendars TampaGov Capital Improvement Projects TampaGov City Council Meeting Transcripts TampaGov Construction Permits Fee Estimator TampaGov CTTV Programming Descriptions TampaGov Customer Service Center (CSC) TampaGov Customized Search TampaGov Ecommerce – Business Tax

Receipt Renewals TampaGov Ecommerce - Express Permits TampaGov Ecommerce – Monthly Parking

Permits TampaGov Ecommerce – Museum

Memberships TampaGov Ecommerce – Parking Tickets TampaGov Ecommerce – Police Traffic Reports TampaGov Ecommerce – Utility Bills TampaGov Ecommerce Savings Estimator TampaGov Emergency Alerts TampaGov Employment Openings TampaGov External Web Portal TampaGov File Upload/Extract – City Attorney TampaGov File Upload/Extract – Police TampaGov File Upload/Extract – Public Affairs TampaGov Fire Rescue Calls for Service TampaGov Fire Rescue Calls for Service Maps TampaGov Fire Rescue Master Calendar TampaGov Fire Station Maps TampaGov GE Pension Board Meeting

Agendas TampaGov GE Pension Board Meeting Minutes TampaGov Gym & Dance CSC Data Extract TampaGov Historic Landfill Maps TampaGov Know Your Role Emergency

Management Data Collection TampaGov MyTampaAddress TampaGov MyTampaGov TampaGov Neighborhood Locator TampaGov News & Notices TampaGov Parks Cemeteries TampaGov Parks Search TampaGov Police Calls for Service



TampaGov Police Calls for Service Maps TampaGov Police Crime Activity Maps TampaGov Police High Crash Intersections TampaGov Police Traffic Advisories TampaGov Police Traffic Advisories Maps TampaGov RSS Feeds & Podcasts TampaGov Solid Waste Recycling Pledge TampaGov Solid Waste Recycling Pledge

Extract TampaGov Stormwater Capital Improvement

Projects TampaGov Street Sweeping Route

Schedules/Maps TampaGov Text Only Version TampaGov Training Registration

TampaGov Water Personnel Calendar TMA Work Order System (DPW & PRC) Traffic Signal Maintenance URS (Utility Request System) Valves Water Triage Water WATS Web Content Publishing

Currently supported by Enterprise Departments

Ө Developed by TPD

Applications Pending Approval OpenOffice

Hosted Applications (Software as a Service) Alchemy Web (Alchemy Solutions) COPLINK (Knowledge Computing) Cover Your Assets (CYA) Cybersource (Cybersource) DemandStar (Onvia) Electronic Subpoenas E-Sponder (E-Sponder) FASTER (Fleet Maintenance) (CCG Systems) FCIC (DataMaxx Technologies)

HAZUS (FEMA) HCSO Bookings/Arrests (Hillsborough County

Sheriff) Hurrevac (FEMA/Hurrevac) Periculum (Periculum Services) ProgenSite Profiler (Digital Sandbox) TPD Electronic Citations

Applications Not Supported by T&I Audit Command Language Audit Leverage Cold Fusion Facebook Heidi MySpace

Palm Desktop (Palm) Primavera (Oracle) Sharepoint (Microsoft) Traffic Signal Controls Twitter

Applications Not Authorized or Permitted in Production Environment The following software is not authorized or permitted for use on City of Tampa systems. Chrome (Google) Firefox (Mozilla)

Opera (Opera) Safari (Apple)

Any computing system or telecommunications system software that has not been pre-approved by the T&I Security office is prohibited. Additional information regarding software authorization policies is available at: http://inet/dept_MIS/documents/computing_policies_and_procedures/index.asp

http://inet/dept_MIS/documents/computing_policies_and_procedures/index.asp

Business Service Catalog Hardware Configurations T&I supports basic hardware configurations for “Standard Use,” “Advanced Use” and “Design Use, basic laptop hardware specifications for “Standard Use” and “Semi-Rugged” use and basic printer specifications for “Executive Use,” “Small Work Group Use” and “Medium Work Group Use.” It is T&I policy to acquire and deploy standard configurations for citywide use unless specific, approved business requirements cannot be accommodated without specialized or customized configurations. Standard configurations are published at: in the Computing Hardware section of the T&I Department’s Information Technology Standards.

Client Maintenance Procedures Client desktop and laptop computers supported by the City require periodic updates to their hardware drivers, operating systems and applications. T&I supports Microsoft Windows as the client operating system for all City personnel. The operating system, hardware drivers and standard applications loaded onto each client PC in the City are based on an “image” mechanism. Currently T&I maintains a separate image for each make and model of laptop and desktop used in the City. These few dozen images are rebuilt each summer in preparation for the fiscal year-end bulk PC deployment and bump-down project. During this rebuilding of the images, T&I implements any changes / upgrades to the OS, drivers or standard applications. Non-critical updates to the image are deployed slowly over time as client computers are re-imaged through the course of normal IT work. In the event that an update is considered critical by the T&I Security Office, a “push” can be performed to distribute the update to the majority of client PCs. This change will also be included in the next image build. Critical updates are pushed out via the existing directory services infrastructure upon the users’ next logon. Updates to applications that are not part of the image are provided by the owner of the application and made available to users via the City’s software distribution infrastructure when asked to do so by the owner of the application. Any applications not included in the standard image are maintained by the owner of the application. Frequency of Updates Part of Image Stand-alone Non-Critical Summer Rebuild As provided by application owner Critical As directed by Security Office As directed by Security Office

Non-Standard Hardware Configurations Standard hardware configurations are defined to reduce costs through volume purchases, to improve the responsiveness of the Help Desk by minimizing the variety of systems supported and to facilitate consistency in the user experience. Given the benefits of hardware standardization, the deployment of non-standard devices is strongly discouraged. However, in the situations of demonstrated business requirements for non-standard equipment, T&I will work with the affected departments to accommodate this need if feasible.

Hardware Not Authorized or Permitted Any modems, wireless access points (WAPs), access devices and other computing system or telecommunications system hardware that have not been not pre-approved by T&I (or the T&I Security office) are prohibited. Additional information regarding hardware authorization policies is available at: http://inet/dept_MIS/documents/computing_policies_and_procedures/index.asp


http://www.tampagov.net/dept_technology_and_innovation/information_resources/Information_Technology_Standards/1_-_Computing_Hardware/index.asp

http://inet/dept_MIS/documents/computing_policies_and_procedures/index.asp

T&I Glossary of Terms

Term Definition Category The Ticket categories are used to group similar requests/incidents together.

This provides a level of reporting for similar ticket requests and incidents such as Hardware Purchases, Computer Break/Fix or password resets.

Change Management

The process responsible for controlling the lifecycle of all Changes. The primary objective is to enable beneficial Changes to be made with minimal disruption to T&I services

Customer Target Date

The date the Customer would like the request to be completed for purchases and/or change/project requests. This is not a firm due date but if unable to make the requested Customer target date, the Customer must be notified and a new target date identified.

Configuration Category

The category for similar Configuration Item’s (CI’s) to be grouped to locate items more efficiently and to provide a level of reporting.

Configuration Item (CI)

The Configuration Item (CI) is the detailed level for each CI Type that tracks the serial number or asset tag for each item in a Type which could consist of Hardware or Software Applications. For example if a CI Type was a Dell 720 and the city had 200 Dell 720’s there would be 200 CI’s for the Type of Dell 720.

Configuration Item Type

The Type provides a parent level for similar items such as one model of a desktop, printer or software application.

E-Mail Listener SDE has an email listener that is setup to scan an email box and will auto generate a Ticket or a Ticket with an attached Work Order. T&[email protected] is the email account that is scanned To open a Ticket only, the subject line of the email must contain “Open Ticket”.

First Call Resolution (FCR)

When a Customer calls or submits a Ticket and the Help Desk can solve while on the phone with them the first time.

Impact A measure of the effect of a Ticket on Business processes and is based on how Service Levels are affected. Impact and Urgency are used to assign Priority and Due Dates

Incident A Ticket or Work Order (WO) Type for a Break/Fix issue. Something that is no longer working as designed

Incident Management

The process responsible for managing the lifecycle of all Incidents. The primary objective is to return the T&I Service to Customers as quickly as possible.

Index Code The Index code is used to answer the Where and Who questions, the valid combinations of the fund, organization, department activity and program are “embedded” into the various index codes. This code is used to assist in charging the correct department when ordering product.

ITIL The Information Technology Infrastructure Library is a set of concepts and policies for managing information technology (IT) infrastructure, development and operations.

Level 1 Team Help Desk – Level 1 Support and Level 2 Queue Management Support Level 2 Team Client Solutions Level 3 Team All other teams besides Help Desk and Client Solutions Object Code (sub-object code)

The Object code is used to answer the What question, it is the lowest level of the object structure and is linked to both character and object. This code is used to assist in charging the correct department when ordering product.

Priority Used to identify the relative importance of a request and is based off of the Impact and Urgency of the request, is used to determine due date per the SLA requirements


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Problem Management

The process responsible for managing the lifecycle of Problems. The primary objectives are to prevent Incidents from happening and to minimize the impact of Incidents that cannot be prevented.

Problem Ticket A cause of one or more Incidents, the cause is not usually known at the time a Problem Record is created and the Problem Management process is responsible for further investigation.

Reported By A person who is reporting an issue for another Customer. Self-Service Portal

Service Desk Express has a self-service portal, which Customers can use to enter new requests to T&I as well as check if submitted requests are closed. Communications of outages or changes are also provided via the Self Service Portal. It is accessed at this link: Self Service Portal by using your network login id and NO password.

Service Catalog (SC)

A structured document with information about all live T&I services, including those available for deployment. It is part of the portfolio published to Customers and is used to support the delivery of T&I services.

Help Desk The Single Point of Contact (SPOC) between T&I (the service provider) and its Customers. The T&I Help Desk manages all Incidents and Service Requests through their lifecycle and handle all Customer communications.

Service Desk Express (SDE)

Is the tool T&I uses to track Customer requests, T&I tracks all work completed on requests and tasks. Formerly called Magic.

Service Level Agreement (SLA)

An agreement between a T&I Service Provider and a Customer that describes the T&I services, documents the Service Level Targets and specifies the responsibilities of T&I and our Customer.

Single Point of Contact (SPOC)

A Single Point of contact is when all new requests and requests for update go through a department serving as the coordinator of information concerning T&I Services. For example, all 911 calls go to the 911 Call Center and not directly to a fire station, police department or staff member.

Support Action A documented task in Service Desk Express (SDE) on a Ticket or a Work Order that pre-populates certain information such as contacted vendor or Customer.

Ticket A form in Service Desk Express (SDE) that is used to create and enter all new requests. Only the Help Desk can create a ticket through the SDE applications but Tickets can be created via the mail listener or self service portal by any Customer.

Ticket Type – Incident

A ticket that is reporting a break/fix request.

Type A Ticket and Work Order (WO) both have types, which adds another level of reporting and makes it easier for the teams to see from the dashboards the type of the Ticket or WO

Urgency A measure of how long it will be until a Ticket has a significant impact on the business. For example a high impact request may have a low urgency if the impact will not affect the Business until the end of the year.

Whiteboard A communication management tool in Service Desk Express (SDE) that is used to notify T&I, or our Customers, of information and outages via SDE and SDE Self Service Portal.

WO Type – Incident

To be used for all WO’s (Work Order’s) that are a request to fix something that is no longer working the way it is designed

WO Type - Operations

When a WO (Work Order) is requesting a new service or security level to be provided that the Help Desk does not have the ability or security rights to complete.

WO Type - Project

For all requests that are to be worked as a Project and tracked in EPK that will take more than 160 hours to complete.

WO Type – A formal proposal for a Change to be made. A Change is the addition,


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Request for Change

modification or removal of anything that could have an effect on T&I Services.

Work Order (WO)

How tasks are assigned to Level 2 and Level 3 teams. The Help Desk maintains ownership of the Ticket and Work Orders are assigned to other teams.

Information Technology Catalog

Technology

Transcript of Information Technology Catalog