Core Services Catalogue - BCIT

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Key Core Service: Collaboration Tools Service description Management and maintenance of web based collaboration tools including: � myBCIT portal - Luminis � Communities of Practice (CoPs) - Lotus Quickplace � Blogs - Wordpress Activities include: � Support of the server software components � Integration of collaboration tools into the BCIT environment � Account administration and provisioning � Client support � myBCIT training for staff (upon request) � Blog training (upon request) Service characteristics Ongoing service that is renegotiated annually. Service Available: All Servers: 24 x 7 Support Hours: M - F: 08:30 – 16:30 * *Note – Extended support hours are in effect 24 x 7 via automated notification tools for myBCIT and Lotus Quickplace Scheduled Maintenance Window: Collaboration systems: Every Saturday, 18:00 – 24:00 Starting on the Friday before the scheduled Maintenance window, notices regarding downtimes will be posted in Lotus Notes Announcements, myBCIT, ITS Website and social media channels. Web Services Version 5.0 – Effective June 30, 2012 112
Service level objective Service level metric: Uptime for all Collaboration Systems 99%* * Note – The calculation of availability and uptime excludes the scheduled maintenance window. Customers of this service External: QuickPlaces (CoPs) are accessible to anyone outside of BCIT on a “by invitation” basis. The administrator of the QuickPlace can invite external participants into the QuickPlace. The “administrator” is the owner of a specific QuickPlace. The general public will be able to access blogs that do not have restricted membership. Students: All BCIT students have myBCIT accounts automatically generated when they first register for a BCIT course. myBCIT groups are available to all students. Students will be able to access the following collaboration tools provided that they are registered in courses utilizing these tools: � QuickPlace � Blogs Staff: All BCIT staff have myBCIT accounts automatically generated when they are hired. myBCIT groups are available to all staff. Administrative and instructional staff can request accounts and support for the following collaboration tools: � QuickPlace (CoPs - Communities of Practice) � Blogs Tenants and BCIT affiliates (e.g. Student Association and Unions): Support will be provided as outlined in your Service Level Agreement. Not included: � Student training – direct student training is handled by course instructors, however, instructors may request assistance from IT Services. Web Services Version 5.0 – Effective June 30, 2012 113
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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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Customers of this service Staff: Al
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Key Core Service - Academic Softwar
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Page 69 and 70: Key Core Service: Computer Lab prov
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Page 73 and 74: Key Core Service: Hardware Warranty
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Page 77 and 78: Key Core Service: IT Asset Inventor
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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
Page 105 and 106: Service level objective Service lev
Page 113: Service level objective Service lev
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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