Core Services Catalogue - BCIT

Key Core Service: Incident Management, Service Request &
Dispatch Services
Service description
Single point of contact responsible for rapid restoration and service fulfillment
related to Information technology (IT) related inquiries.
Activities include:
� Receiving and recording of all inquiries from all IT Services clients.
Capturing all relevant information from the client on the first contact.
� Providing an initial assessment and attempting first call resolution, if
appropriate.
� Upon completion, promptly updating and closing incidents with full
descriptions of incident resolution and/or service delivery
� Determining urgency and impact levels (prioritization) for an incident if it
cannot be resolved during initial contact to the Service Desk.
� Dispatching unresolved incidents to second- and/or third-level support,
observing the IT Services Support Matrix.
� Routing service requests (requests for new work) to second- and/or third-
level support.
� Updating the emergency messages on our phone system to advise clients
of system outages, etc.
� Facilitating communication to clients regarding IT Services advisories (e.g.
scheduled maintenance and other announcements)
� Escalation of Break / Fix requests according to service levels.
Service characteristics
Ongoing service that is renegotiated annually.
Support Hours:
Academic year core hours (excluding Institute holidays):
M – F: 08:00 – 17:00
Academic year extended hours (limited support / excluding Institute
holidays):
M – F: 17:00 – 21:30
Sat: 08:30 – 14:00
Summer months and Christmas break core hours (excluding Institute
holidays):
(June – August / December):
M – F: 08:00 – 16:30
Online Materials available
24 x 7 through the Web: https://helpdesk.bcit.ca and the Knowledgebase
Service Desk
Version 5.0 – Effective June 30, 2012 9