IT Priority Assignment

 The City of Rock Island Information Technology Services Department defines the following levels of priority for Established or Routine Areas of Support: 

 

                                Definitions:

                                Assigned:  ITSD personnel assigned to request and acknowledgement sent by phone/email

Resources allocated:  Resources are applied… personnel taking action towards resolution.

                                Resolution or status update:  Problem or request completed or update on status given by phone/email

 

 

Low-                       Request that do not impact someone from completing his or her day-to-day task. And do not have a specific time frame in which it needs to be done by.

 

                                                Assigned:  Within 4 hours of being received

                                                Resources allocated:  1-4 working days.   Depends on other priority work load.

                                                Resolution or status update:  10 working days

 

Examples:             

·          Add the General Ledger Account Number to the Govern Cash Balancing Report.

·          Report based on EEOC codes for  Voluntary Payroll Declaration.

·          Move the HP Scanner from one machine to another.

·          Task bar in the wrong place and can not move

·          sato label printer for evidence has a broken print head and the evidence room symbol scanner will not work(this way for last year)

 

Normal-                 Requests that do not impact someone from completing his or her day-to-day task but needs to be addressed by a certain date.

                               

                                                Assigned:  Within 2 hours of being received

                                                Resources allocated:  1-2 working days.   Depends on other priority work load.

                                                Resolution or status update:  5 working days

 

Examples:             

·          Phone handset  in intox room missing need another one.

·          Please find file 2003-14 under S drive - admin-memo folder-file name 2003-14 and restore to date 3/6/03.

·          Parks would like a generated report every June for those Park Employees who have worked 800 hours or more.  Also they need the same report on December 31 of each year for those Park Employees who have worked 1000 or more hours..

·          Need changes in Pension report due to deferred status change for police pension.  Changes requested are on hard copy sent up.

·          Intranet Incident listing won't print

·          Pistol will not open….Invalid off seek error (other terminal available)

 

 

High-                      Requests that are hindering someone from completing their immediate task at hand that must be completed within the next couple of hours.

 

                                                Assigned:  Within 1 hour of being received

                                                Resources allocated:  2 hours.   Depends on other priority work load.

                                                Resolution or status update:  2 working days

 

Examples:             

·          power supply out at highland

·          Complex concession keyboard not working …printer not working

·          I will be giving typing test next week and my typing tutor does not work, could you please check on it for me.

·          Copier 2 is not responding to forwarded print jobs.  I know last Friday it quit printing in the middle of a job from Public Works so maybe something needs to be cleared out of its system.  Please advise.

 

Critical-                Request that is preventing an entire area or division from being able to work. Communications (phones, printers or computers) in that area are down.

 

                                                Assigned:  Within 1 hour of being received

                                                Resources allocated:  1 Hour.   Depends on other priority work load.

                                                Resolution or status update:  4 hours

 

Examples:             

·          Saukie down no network connection

·          hard drive died

·          T1 out at saukie

·          imports for fire house not coming in

·          Station 2 - trouble staying connected to network