Service standards were negotiated with customers and three of the IS departmental performance measures were service standards based and two, system availability and problem resolution related to reliability. Any incident where a service standard was not met was subject to the weekly IS performance review process. Access security was addressed by requiring proper authentication at network and application levels and the City's annual external audit included a review of the access security process....

BPIR Categories

10.2.1 Establish info/knowledge management systems
10.5.3 Manage network operations

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