About Shared Services
Fleet Management
Procurement Management
Resource Management
Technology Management
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Service Management
Incident Management is used to restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and service are maintained.
 
Relationship Management manages the flow of communication between Technology Management and the user community.  This service builds and strengthens collaborative and trusting relationships with Technology Management customers by advocating on their behalf and ensuring that the technical services offered meet the business requirements.
 
Service Desk manages technology requests by acting as the single point of contact for the user community and troubleshooting, resolving and/or escalating to the appropriate service.  The service desk is available 24 hours a day, 7 days a week to departments within the City. The Service Desk can be reached at 704-336-5555.
 
Service Asset & Configuration Management (SACM) is the process responsible for tracking and reporting the value and ownership of financial assets throughout their Lifecycle.  It includes configuration identification, control, verification and audit as well as asset management and has interfaces with all other ITIL processes.  
 
CIs (Configuration Items) are maintained in a centralized CMDB (Configuration Management Database) and are used to manage elements such as lifecycles, licenses, ownership and auditing as well as association with tickets and reporting throughout Service Management (incident, change and service requests).  Software Asset Management (SAM) is part of asset management and includes the DML (Definitive Media Library) for the storage of software, ALM (Application Lifecycle Management) for the maintenance of source code and license and support contract management.