Core Services Catalogue - BCIT

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Customers of this service Staff: Administrative and instructional staff who print on the administrative printer network. Affiliates and other non-BCIT groups (e.g., Student Association and Unions): As defined in your service level agreement. Not included: � Local ‘single user’ printer setup. � Local shared or local network printer setups (peer-to-peer networking). � Student Pay Printing and Private Lab Printing (Academic printing, is covered in the next two key core services) � Printers which fall outside of the standards set by IT Services and/or Ancillary Services. See IT Services or Purchasing for details. � Purchasing or replacement of all consumable items (e.g., paper, toner, or photoconductor) Business process enabled by this service This service ensures the ability to print Institute data on printers in a variety of locations at all main campuses. Customer role Contact the Service Desk to report problems with network printing. Please have the following information available (as appropriate): � Your employee number � Your name and contact information (phone, office/lab location or e-mail) � The location, queue name, and ip address (located on printer label), make and model of the printer � Printing problem or symptoms experienced How to access this service Administrative Network printers are located in various offices at all the main BCIT campuses. The Knowledge Base provides instructions on how to install a network printer. If your department has a new Administrative Network printer to be installed contact the Service Desk to request this service. Printing Services Version 5.0 – Effective June 30, 2012 38
Key Core Service: Student Pay Printing Service description Management of pay printing (BCIT ID Card printing services for students) Activities include: � Capital equipment acquisition � Printer and release station setup and ongoing maintenance and troubleshooting � Consumable replacements (toner and paper) � Physical security of printers and computers � Print queue management � Troubleshooting printer connectivity, print queue and hardware problems through to resolution. � Student Pay Printing software maintenance � Monthly money collection in conjunction with the Student Association Printing Services Version 5.0 – Effective June 30, 2012 39
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
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: Key Core Service: Administrative Pr
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 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
Page 83 and 84: Key Core Service: Blackberry Synchr
Page 85 and 86: How to access this service Blackber
Page 89 and 90: 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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Customers of this service Staff: Al
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Business process enabled by this se
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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: 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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