Core Services Catalogue - BCIT

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Service characteristics Ongoing service that is renegotiated annually. Service Available: 24 X 7 Support Hours: M – F: 08:00 – 22:00 * * Note: Extended support hours are in effect 24 x 7 via automated notification tools for mission critical servers Scheduled Maintenance times: Every Saturday, 18:00 – 24:00 Starting on the Friday before the scheduled Maintenance window, announcements regarding downtimes will be posted in Lotus Notes Announcements, ITS website and myBCIT. Service is available to the customers of servers managed by IT Services as follows: Level 1 Service – Full Server Support IT Services is responsible for full support of the server including: connectivity to the BCIT network, installation, licensing, patches and upgrades of the operating system and all applications, server performance monitoring and regularly scheduled backups. Level 2 Service – Partial Server Support IT Services is responsible for partial support of the server including: connectivity to the BCIT network, installation, licensing, patches and upgrades of the operating system, server performance monitoring and regularly scheduled backups. The client department is responsible for licensing, installation, patches and upgrades of all applications on the server. Level 3 Service – Limited Server Support IT Services is only responsible for connectivity of the server to the BCIT network. Server will only be monitored for network loading. The client department is responsible for the licensing, installation, patches and upgrades of the operating system and all applications. Backups and restores are the responsibility of the department to schedule and perform. Enterprise backup facilities may be used in consultation with IT Services staff. IT Infrastructure Services Version 5.0 – Effective June 30, 2012 28
Service level objective Our target is to provide server availability as described below: Level 1 Service – Full Server Support: Hardware, network, and application(s) availability – 99%* Level 2 Service – Partial Server Support: Hardware and network availability - 99%* Level 3 Service – Limited Server Support: Network availability - 99%* (subject to functional hardware and O/S) * Note – Calculation of availability excludes the scheduled maintenance window. IT Infrastructure Services Version 5.0 – Effective June 30, 2012 29
Page 1 and 2: Table of Contents Version 5.0 - Eff
Page 3 and 4: Introduction to the IT Services Cor
Page 5 and 6: audio conferencing devices which ha
Page 7 and 8: Network The physical structure that
Page 9 and 10: Third-level support Advanced suppor
Page 11 and 12: Key Core Service: Incident Manageme
Page 13 and 14: Service level objective Service lev
Page 15 and 16: Business processes enabled by this
Page 17 and 18: Key Core Service: Account Managemen
Page 21 and 22: Business process enabled by this se
Page 23 and 24: How to access this service Report p
Page 25 and 26: Key Core Service: Network and Inter
Page 27 and 28: Customers of this service Students:
Page 29: Key Core Service: Server Support Se
Page 33 and 34: Customer role Contact the Service D
Page 35 and 36: Service characteristics Ongoing ser
Page 37 and 38: Customer role Contact the Service D
Page 39 and 40: Key Core Service: Administrative Pr
Page 41 and 42: Key Core Service: Student Pay Print
Page 43 and 44: Customers of this service Students
Page 47 and 48: Key Core Service: General Telecom S
Page 51 and 52: Customer role All staff who have be
Page 53 and 54: Key Core Service: Mobility Services
Page 55 and 56: Customer role Usage policy - all em
Page 57 and 58: Service name Service Specification
Page 59 and 60: Customers of this service Staff: Al
Page 61 and 62: Key Core Service - Academic Softwar
Page 63 and 64: Business process enabled by this se
Page 65 and 66: Key Core Service: Administrative Co
Page 67 and 68: Customers of this service Staff: Al
Page 69 and 70: Key Core Service: Computer Lab prov
Page 73 and 74: Key Core Service: Hardware Warranty
Page 77 and 78: Key Core Service: IT Asset Inventor
Page 79 and 80: Service name Service Specification
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Customers of this service Students
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Key Core Service: Blackberry Synchr
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How to access this service Blackber
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Customers of this service Staff: Al
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Key Core Service: Applications Serv
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Customers of this service Students:
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Key Core Service: Learning Manageme
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Customers of this service Students:
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How to access this service myBCIT:
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Service characteristics Ongoing ser
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Business processes enabled by this
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Key Core Service: Web and Portal Se
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Service level objective Service lev
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Business process enabled by this se
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Business process enabled by this se
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Service name Service Specification
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Key Core Service: Enterprise IT Sec
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How to access this service All clie
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Core Institute Support IT Services
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Lotus Sametime Marqui Microsoft Wor
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Limited Support IT Services will pr
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Printers Date Retired Reason for Re
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Appendix II Current Computer Specif
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Warranty 3 Year NBD Desktop Ltd On-
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Appendix III - Service Request Esti
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Core Services Catalogue - BCIT

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