Core Services Catalogue - BCIT

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Key Core Service: Central Data Storage, File Backups and Restores Service description Management of BCIT’s network storage systems Activities include: � Installing and maintaining Storage Area Network (SAN) and Enterprise data storage � Planning and allocation of data in the SAN Enterprise data storage � Installing and maintaining physical connections from the servers to the SAN and Enterprise data storage � Maintenance of the tape library (physical and virtual) � Installing and maintaining backup server software � Providing backup client software for servers � Performing scheduled data backups for all ITS supported servers � Performing user file restores on ITS managed servers � Monitoring backup server (performance and availability) � Monitoring backup success failure of backed up clients � Monitoring the SAN and associated fibre switches for traffic, events and failures � Planning for future capacity requirements and upgrades � Managed off-site storage of backed up data for disaster recovery purposes IT Infrastructure Services Version 5.0 – Effective June 30, 2012 32
Service characteristics Ongoing service that is renegotiated annually. Operating Hours: Storage Area Network (SAN) / Storage Array / Backup environment: 24 X 7 Data backup frequency (subject to scheduling changes): Managed Servers* Daily *except where negotiated separately File recovery: M– F: 08:00 – 17:00 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. IT Infrastructure Services Version 5.0 – Effective June 30, 2012 33
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
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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 and 32: Service level objective Our target
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Page 41 and 42: Key Core Service: Student Pay Print
Page 43 and 44: Customers of this service Students
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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
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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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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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