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Page 3 <br />Future state: The users will be asked to select answers to a few questions regarding impact: <br /> <br />Is this a stoppage? ___ Yes _X_ No <br />[If yes is selected, What type of service? ___ Critical service _X_ Non-critical service (mouse <br />over help will be available with examples of critical services, e.g., courtroom operations, public <br />meeting, payroll).] Note: If you are not available to assist us with resolving this issue now, let us <br />know who we can contact. <br /> <br />Does this affect only you or multiple people? _X_ Only me ___ Multiple people <br />[If multiple is selected, displays “Note: Let us know who is affected by this issue, e.g., my <br />department, my building, multiple departments, the public, etc.”] <br /> <br />Can you do this work another way until we can resolve the issue? _X_ Yes, I have a <br />workaround ___ No, I don’t have a workaround <br /> <br />Must this be resolved by a specific date? ___ Yes _X_ No <br />[If yes, display a date/time picker; "Note: Please let us know the reason for the specific date."] <br /> <br />Benefits: <br />• Creates a separate process for emergencies so they can be handled more quickly 24/7/365 <br />• Improves clarity by reducing confusion to users when they're submitting a request; more natural <br />and intuitive <br />• Reduces interruptions to IT staff from ringing phones when Service Desk is unavailable <br />• The better information up-front, the more efficient we can be, the better we can serve our <br />clients, and the more flexible we can be in our response <br /> <br />Office Security <br /> <br />Current state: Employees visit IT and send non-employees to IT, unannounced; however, IT is required <br />by regulation (CJIS, HIPAA), WA State, and best practices to be a secure location. Non-IT staff are not <br />allowed to enter IT unescorted, to have confidential or security related information within view, or to <br />hear security related conversations. It is more than a daily occurrence in IT. Please note, this is not a <br />cultural change; other county offices do not allow walk-ins. <br /> <br />Future state: IT will be open to visitation by invitation only. Requests for assistance will be made by <br />employees through the CAMAS service request system. Preference will be for IT to meet with employees <br />virtually via Webex or outside IT. If Service Desk visitation is required, a visitation time will be scheduled, <br />and employees will be allowed entry when staff is prepared to serve them. If visitation to other IT staff is <br />necessary, employees will wait outside IT until staff is available and then will be escorted from the door <br />to the meeting location by the staff with whom they have an appointment. This process is like other <br />county and city IT procedures. <br /> <br />Benefits: <br />• When IT staff is busy, employees will not have to wait until staff is available <br />• IT staff are free to discuss security topics in conversations and on whiteboards <br />• Multiple IT staff are not interrupted from working on requests when unexpected people visit IT <br />• Regulatory requirements and security protocols are met