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Home My WebLink About20012753.tiff RESOLUTION RE: ADOPTION OF THE WELD COUNTY INFORMATION SERVICES POLICY AND PROCEDURES GUIDE TO BE INCORPORATED INTO THE WELD COUNTY CODE WHEREAS, the Board of County Commissioners of Weld County, Colorado, pursuant to Colorado statute and the Weld County Home Rule Charter, is vested with the authority of administering the affairs of Weld County, Colorado, and WHEREAS, the Director of Finance and Administration has presented to the Board of County Commissioners, in conjunction with Weld County Information Services, and the Information Services Governance Board, the Weld County Information Services Policy, as attached hereto and incorporated herein by reference, and WHEREAS, the Board of County Commissioners deems it advisable to adopt said Weld County Information Services Policy and, further, to incorporate said Policy into the Weld County Code. NOW, THEREFORE, BE IT RESOLVED by the Board of County Commissioners of Weld County, Colorado, that the Weld County Information Services Policy be, and hereby is, adopted. BE IT FURTHER RESOLVED by the Board that the Director of Finance and Administration be, and hereby is, directed to incorporate said Policy into the Weld County Code, publish said policy, and disseminate copies to all County Departments. The above and foregoing Resolution was, on motion duly made and seconded, adopted by the following vote on the 1st day of October, A.D., 2001. BOARD OF COUNTY COMMISSIONERS WELD COUNTY, COLORADO ATTEST: atS ti E ILa EXCUSED . J. Geile, Chair Weld County Clerk to the •s, .(; �. .�,.. XCUSED DATE OF SIGNING (AYE) lenn Vaad, Pro-Tem BY: Deputy Clerk to the Boa' Willia Jerk APPROV D AS TO F M: wo,A, e 7vid . Lon my orn y Robert . asden /6/, Date of signature: 7 2001-2753 pe; ,Q P F/ DP0010 WELD COUNTY INFORMATION SERVICES POLICY & PROCEDURES GUIDE SUBJECT: Workstation Remote Control Policy DATE: 09/28/2001 Need for Policy A. To ensure appropriate use of Help Desk remote control software applications that provide remote access to end user workstations. II. Definitions A. Workstation—End-user computing device. Usually this device is a desktop com- puter at an employee's desk. However,with advances in technology it can also in- clude handheld devices, e.g., Pocket PCs, Palm PCs, PDA's, and laptop computers. B. End User—A person utilizing a workstation to perform their daily activities. The individual who's computing device is being serviced in some fashion. C. Remote Control Software—Any software used that enables remote workstations (a second workstation) to be viewed, controlled, or updated remotely—Without being physically at the second workstation. Primarily concerned with the end-user support software tool known as Remote Control, which is one component of a larger application called ZenWorks. D. Support Staff—Individuals employed and trained to support computer software and hardware. III. Statement of Policy A. To facilitate end-user support in the computer environment, remote control software can be utilized to help resolve an issue or to upgrade software configurations re- motely. It is acknowledged that remote control software--when authorized--grants complete access/control to another computing device whether logged into the net- work or not. The software can be used to transfer files to/from another PC, to ac- cess any file on the remote PC or the network, to view and update those files, to up- Page 1 of 4 2001-2753 INFORMATION SERVICES POLICY& PROCEDURES GUIDE NUMBER: Workstation Remote Control Policy DATE: 09/28/01 date application software, to change PC configurations, and to view what is cur- rently displayed on the screen of the remote PC. B. The remote control software will be used in a professional manner and only in di- rect support of Weld County business objectives. Unless authorized in writing by a department head or elected official and approved by the Director of Information Services,reviewing or duplicating information in any manner that is not directly related to resolving a workstation issue is prohibited. • C. The end user does not have an expectation of personal privacy under County Personnel Rules. However,the County information on the workstation is potentially privileged and confidential and is not to be discussed or disclosed by support staff to anyone other than the end user and their supervisor(exception noted in III.D.). D. Monitoring or policing how workstations are used is not the objective of this policy. However, if in the course of performing regular maintenance on a workstation, in- formation is found that indicates a crime is being planned or committed the Director of Information Services will be notified and the matter referred to the Weld County Director of Finance and Administration. E. All support staff that have a need to use remote control software in support of end users, must request security access to the application by completing a Computer Se- curity Request Form and have it approved by the Director of Information Services. F. Modifications to the setup configuration of the remote control software on either the server or client side must be approved by the Director of Information Services. G. All workstations will be configured to utilize or to allow the remote control soft- ware to be run on their workstation where technically feasible. H. When a remote-control session is initiated to access another device, authorization to proceed must be granted by the end user of the workstation. If the end user doesn't authorize remote access at the current time, support staff must immediately stop the current remote-control session. The end user and the support staff should then ar- range a time that the remote-control session can be successfully implemented. I. In the event there is no response(within three minutes) from an end user to a re- quest to proceed with a remote-control session, the support staff may proceed with the remote control session. An assumption is made that an end user is not currently using the work station. An attempt should be made by support staff to save any open files on the workstation to a temporary directory before proceeding. Page 2 of 4 INFORMATION SERVICES POLICY& PROCEDURES GUIDE NUMBER: Workstation Remote Control Policy DATE: 09/28/01 J. While remote control is in session on a workstation, a pop-up window is displayed informing the end user their workstation is under remote control. By closing this pop-up window, the end user is terminating the remote-control session. K. When a remote-control session is completed, a notice should be left for the end user briefly explaining what was done to the workstation, where any saved files may be located, and how to contact the support staff if there are questions. L. Besides Remote Control, other components of the ZenWorks application make it possible to implement mass changes/fixes, e.g., to all of a department's worksta- tions automatically. Unless under emergency conditions where the IT infrastructure can be corrupted or damaged, the activity will be scheduled with the department prior to execution of the process. M. Each occurrence where Remote-Control software is utilized to diagnose or resolve a workstation issue will be logged using Information Services Help Desk call tracking procedures. N. Abuse of this policy can result in removal of authorization to use remote-control software and/or employee disciplinary actions including termination of employ- ment. IV. Procedure A. To initiate a remote-control session, support staff must first make an attempt to get approval from the end user to take control of their workstation. Approval can be obtained multiple ways, e.g., phone, email, chat session, etc. B. If the end user denies access, a convenient time should be scheduled to initiate the session at a later date. C. To avoid delays, if there is no response from the end user within three minutes, it will be assumed the user is not at the workstation and the remote control session will proceed. D. When the remote control session is active(support staff have control of the end user's workstation), a pop-up window will be displayed on the end user's worksta- tion at all times while the session is active. E. If the pop-up window is closed by the end user, the remote-control session is termi- nated immediately. Page 3 of 4 INFORMATION SERVICES POLICY&PROCEDURES GUIDE NUMBER: Workstation Remote Control Policy DATE: 09/28/01 F. If the end user is not present when the remote-control session ends, the support staff should leave a note indicating the date and time the session was held, give a brief description of work performed, and whom to contact if there are questions. The note can take the form of an E-mail, a phone message, or notepad window may be left on the end user's screen. V. Exceptions The authority to approve exceptions to this Policy is delegated to the Director of Infor- mation Services Department. VI. Interpretation Contact Director of Information Services. VII. Approvals i Recommended By: Director, Weld County Information Services Approved By: Ad% / hair, Weld County Information Services Governance Board Page 4 of 4 Hello