Core Services Catalogue - BCIT

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Customers of this service Students: All students with current network IDs have access to the academic server services. Staff: Administrative and instructional staff have access to the server services, and to Windows and Unix servers to access enterprise applications. (Level 1 service) Students, administrative and instructional staff may have access to departmental servers subject to Level 2 and 3 service, as outlined in Service Level Agreements with their departments and IT Services. Affiliates and other non-BCIT groups (e.g., Student Association and Unions): Server access will be provided, with appropriate BCIT authorization, as outlined in your Service Level Agreement. Not included: � Servers owned and fully supported by groups outside of IT Services. (Servers owned by groups outside of IT Services but supported by IT Services (e.g., CST, GAIT Lab, SOB, HSP Net) will be covered under a separate Service Level Agreement.) Business process enabled by this service This service provides access to the various academic, administrative and enterprise servers that facilitate teaching and business activities. IT Infrastructure Services Version 5.0 – Effective June 30, 2012 30
Customer role Contact the Service Desk to report problems with server connectivity in labs or your office. Please have the following information available (as appropriate): � Your BCIT ID number � Your name and contact information (phone, office/lab location or e-mail) � Name of the server or application you are trying to access All students and staff may report server connectivity problems through the Service Desk How to Access this service All BCIT students and staff have access to the appropriate servers through their BCIT ID. Instructors and Students access to servers services through the BCIT computer labs (and office computers for staff). Departments that require support for Partial or Limited Server support should contact the Service Desk to initiate a request for this service. IT Infrastructure Services Version 5.0 – Effective June 30, 2012 31
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 and 30: Key Core Service: Server Support Se
Page 31: Service level objective Our target
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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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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