Page 25 - VYSNOVA PROGRAM MANAGEMENT GUIDE 2020
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Information Technology (IT)



                  Set-up and configure all IT equipment and software for the new field office
                  Set-up and configure Internet services and security for the office LAN
                  Train staff on appropriate use of new IT equipment, software, and ancillary services
                  Assist with identifying and hiring of host country national IT support staff
                  Assist with identifying and contracting of IT support services from local vendors
                  Assist with development of communications infrastructure such as satellite and cellular telephones
                   and radios
                  Recommend  additional  IT  procurements  or  potential  improvements  to  services  based  upon
                   experience gained on-site

               On-Going Project Support
               The IT Department will remain available throughout the life of a project to provide on-going assistance
               to a field project’s team.  If host country national IT support staff are hired to work in a field office, the
               IT Department will work with the IT Project staff to develop and maintain regular communications for an
               effective and efficient IT system.  To request IT Support, project staff can submit a ticket via email to the
               IT Help Desk at itrequests@vysnova.com. They will receive an automated response letting them know
               their ticket has been received and who has been assigned to the task. They should receive a response via
               email from the IT support technician within 48 hours for non-urgent requests. If the request is urgent,
               the requester must put URGENT in the subject of their email. These requests should receive a response
               from a technician within 8-24 hours. Project staff may also use the online platform to submit tickets,
               check ticket status, and see all correspondence and documentation related to the ticket at the following
               url: https://xynergie.freshdesk.com/support/home.
               Submitting tickets via the online portal gives the requestor the option to set a more specific priority level
               other than the default Low setting given to all email requests that do not have “Urgent” in the subject
               line. The online portal also gives users access to the Help Desk Knowledge Base which has information
               regarding iPhone E-mail setup and how to prevent phishing emails.
               The  IT  Department  may  also  recommend  to  the  Project  that  an  IT  Department  staff  member  or  IT
               consultant travel to the field office location if problems are identified or significant new services are
               requested that cannot be appropriately addressed through telephone or e-mail correspondence.

               Policy on Personal Use of IT Equipment/Software
               The  PM  and  all  the  staff  are  responsible  for  maintaining  the  physical  security  of  Vysnova  Partners
               computer  resources  under  their  control  and  for  protecting  the  integrity  and  privacy  of  the  data
               maintained  on  them  by  the  appropriate  use  of  lockdown  devices,  password-controlled  access,  data
               encryption, virus protection software, and routine backup procedures.  Vysnova Partners reserves the
               rights to inspect all data and to monitor the use of all its computer systems, and as such, computers,
               or workstations.  Vysnova’s right of access to personally owned computing devices will be limited to
               Vysnova’s personnel or business information and applications important to maintaining security over
               that information, including, but not limited to anti-virus software, operating systems, etc.  Vysnova
               reserves the right to remotely access, monitor, control, and configure computers or workstations and
               any software residing on them as allowed by the Vysnova customer/polices.   Non-compliance with this

                                    Copyright 2020 Vysnova Partners Inc.  All rights reserved.


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