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 – 16:30, excluding Institute holidays Online Materials available 24 x 7 (through the Web: https://helpdesk.bcit.ca/kb or Knowledgebase) Scheduled Maintenance Window: Digital phone network: Not applicable VoIP phone network (via BCIT Internal network): Every Saturday, 18:00 – 24:00 Telecom Support Systems (Call Pilot, Nuance, Symposium and SympWeb): 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 BCIT departments and BCIT affiliates. Telecom Services Version 5.0 – Effective June 30, 2012 46
Service level objective Service level targets: Call Pilot Voice mail password and message light indicator resets: � 1 working day Phone repairs: � The Vendor’s on-site Telecom Technician will be dispatched within 1 working day. Actual repair time may depend on replacement parts availability. Loaner polycom devices: � minimum 10 working days (depending on availability*) All other phone work orders (including new installations, programming changes, etc.): � 10 working days * It is recommended that loaner polycom devices are booked as far in advance as possible as there are a limited number of units available. Telecom Services Version 5.0 – Effective June 30, 2012 47
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 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 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: 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
Page 93 and 94: Key Core Service: Learning Manageme
Page 97 and 98: How to access this service myBCIT:
Page 99 and 100:
Service characteristics Ongoing ser
Page 101 and 102:
Business processes enabled by this
Page 103 and 104:
Key Core Service: Web and Portal Se
Page 105 and 106:
Service level objective Service lev
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Business process enabled by this se
Page 109 and 110:
Customers of this service Staff: Al
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Business process enabled by this se
Page 113 and 114:
Page 115 and 116:
Page 117 and 118:
Service name Service Specification
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Customers of this service Staff: Al
Page 121 and 122:
Key Core Service: Enterprise IT Sec
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How to access this service All clie
Page 125 and 126:
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
Page 133 and 134:
Appendix II Current Computer Specif
Page 135 and 136:
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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