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 pc to another.

• Task bar in the wrong place and can not move

 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 missing. Need another one.

• Please find file in the S drive - Finance\Memos\Memo-1234-2021-01-01 and restore to date 12/31/2020.

• 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 

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 or 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.

• Bizhub 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

• Station 2 - trouble staying connected to network