Core Services Catalogue - BCIT

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Key Core Service: Business Analysis Service description Business analysis includes the broad set of methodologies, disciplines and related artifacts used to document and improve the business and educational activities and processes of BCIT. Business analysis includes but is not limited to: � Capture and document business needs and requirements o Preparing new work/project requests to inform the decision making of governing groups o Facilitating focus groups and/or conducting interviews o Identifying, analyzing, documenting and aligning the business needs of the BCIT departments with ITS expertise o Preparing and presenting a complete needs analysis at all levels of the institute � Prepare business cases o Providing guidance to departments in preparing business cases o Conducting research and documenting findings o Assisting with the creation of business case documentation o Assisting clients through all phases of the business case process � Business process analysis and improvement o Defining and documenting current state processes o Analyzing, identifying and documenting process improvement opportunities o Analyzing options and presenting recommendations o Defining, documenting and presenting desired future state processes Service characteristics Ongoing service that is renegotiated annually. Available Hours: Mon – Fri 08:30 - 16:30 Service is available to all BCIT academic and administrative departments. Service level objective Service level target: New requests for services will be acknowledged within 3 working days. Strategic Practices Version 5.0 – Effective June 30, 2012 116
Customers of this service Staff: All administrative and instructional staff are eligible to access these services and request them on behalf of their department(s), provided prior authorization has been received by the client’s Dean, Director or an Executive sponsor. Tenants and other non-BCIT groups (e.g. Student Association and Unions): Support will be provided only as specifically outlined in your Service Level Agreement. Not included: � Training in business analysis � Business consulting support for non-BCIT activities � Business consulting support for student projects Customer role Clients requesting strategic practices services should submit a request via the Service Desk. Ensure the name of the manager providing sponsor approval for this request is identified. How to access this service Departments requiring strategic practices services should contact the Service Desk (extension 7444 – option 1) or send an email to helpdesk@bcit.ca. Strategic Practices Version 5.0 – Effective June 30, 2012 117
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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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Business process enabled by this se
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Key Core Service: Administrative Co
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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
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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
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Page 117: 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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