Core Services Catalogue - BCIT

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Key Core Service: Web Marketing and Analytics Service description Provides Web marketing strategy and Web marketing production services to the BCIT Community. Activities include: � Ad campaigns and special events web sites (in collaboration with Marketing and Communications) � Provision of visual design services in support of ad campaigns and special events web sites � Maintaining Web Analytics tools � Consulting services to Departments (including marketing, communication search engine word placements and web analytics) � Reporting and analysis for clients as requested Service characteristics Ongoing service that is renegotiated annually. Support Hours: Mon – Fri: 08:30 – 16:30 Service is available to BCIT departments and schools. Service level objective Service level metrics: � Respond to requests for special event web sites within 2 working days (minimum of 1 month notice required for delivery) � Respond to requests for consultations within 2 working days. � Requests for web promotion pieces responded to within 2 working days (minimum of 3 weeks notice required for delivery) Customers of this service Staff: � Consultation to BCIT Departments and Schools on communications strategies. � Web promotions for events, conferences etc Web Services Version 5.0 – Effective June 30, 2012 108
Business process enabled by this service The web marketing and analytics service supports communication both internally and externally. It promotes marketing of BCIT courses and services and provides a yardstick for how that marketing is being used by the customer. Customer role Request promotional pieces via the Service Desk at least 3 weeks before the required production date. Request consultation services via the Service Desk. How to access this service All requests for this service are made through the Service Desk Web Services Version 5.0 – Effective June 30, 2012 109
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Table of Contents Version 5.0 - Eff
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Introduction to the IT Services Cor
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audio conferencing devices which ha
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Network The physical structure that
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Third-level support Advanced suppor
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Key Core Service: Incident Manageme
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Service level objective Service lev
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Business processes enabled by this
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Key Core Service: Account Managemen
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Business process enabled by this se
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How to access this service Report p
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Key Core Service: Network and Inter
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Customers of this service Students:
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Key Core Service: Server Support Se
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Service level objective Our target
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Customer role Contact the Service D
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Service characteristics Ongoing ser
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Customer role Contact the Service D
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Key Core Service: Administrative Pr
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Key Core Service: Student Pay Print
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Customers of this service Students
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Customers of this service Students
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Key Core Service: General Telecom S
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Customer role All staff who have be
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Key Core Service: Mobility Services
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Customer role Usage policy - all em
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Service name Service Specification
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Page 61 and 62: Key Core Service - Academic Softwar
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Page 65 and 66: Key Core Service: Administrative Co
Page 69 and 70: Key Core Service: Computer Lab prov
Page 71 and 72: Service level objective Service lev
Page 73 and 74: Key Core Service: Hardware Warranty
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Page 77 and 78: Key Core Service: IT Asset Inventor
Page 79 and 80: Service name Service Specification
Page 81 and 82: Customers of this service Students
Page 83 and 84: Key Core Service: Blackberry Synchr
Page 85 and 86: How to access this service Blackber
Page 89 and 90: Key Core Service: Applications Serv
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Page 93 and 94: Key Core Service: Learning Manageme
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Page 97 and 98: How to access this service myBCIT:
Page 99 and 100: Service characteristics Ongoing ser
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Page 103 and 104: Key Core Service: Web and Portal Se
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Page 109: Customers of this service Staff: Al
Page 117 and 118: Service name Service Specification
Page 121 and 122: Key Core Service: Enterprise IT Sec
Page 123 and 124: How to access this service All clie
Page 125 and 126: Core Institute Support IT Services
Page 127 and 128: Lotus Sametime Marqui Microsoft Wor
Page 129 and 130: Limited Support IT Services will pr
Page 131 and 132: Printers Date Retired Reason for Re
Page 133 and 134: Appendix II Current Computer Specif
Page 135 and 136: Warranty 3 Year NBD Desktop Ltd On-
Page 137 and 138: Appendix III - Service Request Esti
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Core Services Catalogue - BCIT

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