Core Services Catalogue - BCIT

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Appendix III Service Request Estimates Effective: March 1, 2012 Appendix III – Service Request Estimates Version 5.0 – Effective June 30, 2012 134
Appendix III – Service Request Estimates (Not Break/Fix) The following time estimates are average time to complete this type of work. Actual times may vary due to workload volume and peak operating periods. (e.g., September, October and January) Service Request Type Example/Comments Accounts – Staff - Email, Banner, <strong>BCIT</strong> Reporting, TM1 - Disk space expansion Accounts - Student - Student Network - my<strong>BCIT</strong> Accounts – Guest and Generic Network: wired and wireless Appendix III – Service Request Estimates Version 5.0 – Effective June 30, 2012 135 Time to Complete 5 business days 3 business days Automatically created 5 business days Network File Recovery Depending on complexity 2 – 3 business day Administrative Images New Images Updated Image Academic Images Add new software to Fall Term base image: Winter Term Spring Term 4 weeks 2 weeks Dates are listed in the Knowledge Base article Departmental lab New Images To be determined on a case by images Updated Images case basis AppsAnywhere New Software Published 2 weeks New Office PC setup 2 weeks Peripheral troubleshooting/advice USB devices 2 weeks New Printer setup Network Printer 2 weeks New Lab setup 6 months lead time New Server setup To be determined on a case by case basis Computer/Peripheral moves Disconnect and reconnect only Scheduling based on staff availability 2 weeks lead time Network drops Activate existing drop 3 working day General Telecom 2 weeks Mobility device setup Blackberry devices Cell Phones 5 working days 3 working days Static IP Address 5 working days
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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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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
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Key Core Service: Computer Lab prov
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Key Core Service: Hardware Warranty
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Key Core Service: IT Asset Inventor
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Service name Service Specification
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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
Page 105 and 106: Service level objective Service lev
Page 107 and 108: Business process enabled by this se
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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: Warranty 3 Year NBD Desktop Ltd On-
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Core Services Catalogue - BCIT

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