Core Services Catalogue - BCIT

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Service name Service Specification Sheet Enterprise IT Security General Service Description IT Security is the set of activities focused on ensuring the integrity and safekeeping of the Institute’s IT assets and data. Key Core Service(s) Enterprise IT Security Specification Sheet Owner Stephen Lamb CIO Information Technology Services Creation Date September 2007 Revision Cycle Annual Revision Date(s) June 2012 September 2011 Revision Author(s) Carolyn Goodall Systems Analyst, Service Desk Team, Client Services Sean Walsh Manager, Technical Infrastructure Services Andy Scott Systems Analyst Enterprise IT Security Version 5.0 – Effective June 30, 2012 118
Key Core Service: Enterprise IT Security Service description IT Security is the set of activities focused on ensuring the integrity and safekeeping of the Institute’s IT assets and data, with a view to preventing malicious attacks and fraudulent use of BCIT’s information and infrastructure. Activities include: • Investigating reported security incidents and IT policy violations. • Providing information security consultation, risk assessments and vulnerability assessments on systems. • Implementing technology to stop virus infections. • Implementing technology to stop attacks on BCIT systems. Service characteristics Ongoing service that is renegotiated annually. Operating Hours: Mon – Fri 08:00 - 17:00 Service is available for: � Policy violation and security incident investigations � Questions or advice about IT security Service level objective Service level targets: Policy violation and security incidents will be investigated on a priority basis dependent on severity and threat level to the institute. Enterprise IT Security Version 5.0 – Effective June 30, 2012 119
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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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Customers of this service Staff: Al
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 87 and 88: Customers of this service Staff: Al
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
Page 101 and 102: Business processes enabled by this
Page 103 and 104: Key Core Service: Web and Portal Se
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Page 109 and 110: Customers of this service Staff: Al
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Page 117 and 118: Service name Service Specification
Page 119: Customers of this service Staff: Al
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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