Core Services Catalogue - BCIT

Business processes enabled by this service
This service supports the process for managing technology-related inquiries for
all IT Services clients. This service is critical as it:
� Provides a single point of contact for clients
� Delivers responsive support to educational and business services
� Supports changes across business, technology and process boundaries
Customer role
Contact the Service Desk through the access methods listed in the “How to
access this service” section below.
Please have the following information available (as appropriate):
� Your BCIT ID number
� Your name and contact information (phone, office/lab location or e-mail)
� Location of the affected equipment
� The BCIT asset number, serial, make/model of the affected equipment
Instructor Hotline:
This service is to be used only by instructors who are currently in a classroom
and who are experiencing technology (computers or AV equipment) problems
that may cause the class to be cancelled if not resolved. Do not use this
service for any other calls.
Client Escalation:
This service should only be invoked under exceptional or unforeseen
circumstances and enables a client to increase the priority given to their
incident request. All BCIT staff and faculty may request escalation of an existing
incident, with written or verbal approval from Management level staff, along with
the business reason justifying the need to escalate. IT Services Analysts will
evaluate alternatives and if none are appropriate, the request will be escalated.
Once the incident is escalated, the client will be contacted by IT Services within 4
working hours. The Manager of Client Services will be notified if the incident is
not resolved in 8 working hours. The CIO of IT Services will be notified if the
incident is not resolved after 2 business days. Note – Service Requests (See
Appendix III - e.g. computer moves, hardware/software installations, new
computer accounts) can NOT be escalated.
Service Desk
Version 5.0 – Effective June 30, 2012 13