Core Services Catalogue - BCIT

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How to access this service Each department has one, or more, authorized Telecommunications Coordinators who may submit authorized work requests on behalf of their department through the e-Help Desk system. (Departmental Managers need to send e-mail to techhelp@bcit.ca to request updates to the authorized Telecommunication Coordinator list.) All requests for new mobility devices and loaner devices must be submitted through the e-Help Desk system by the Departmental Telecommunications Coordinator and must have Department Manager justification and VP approval. All staff who have BCIT issued mobile devices may submit requests for roaming plan changes through the e-Help Desk system. Telecom Services Version 5.0 – Effective June 30, 2012 54
Service name Service Specification Sheet Desktop Services Version 5.0 – Effective June 30, 2012 55 Desktop Services General Service Description To coordinate all activities related to administrative and academic desktop support and hardware management. Key Core Services � Administrative software images � Academic software Images � Administrative computer provisioning � Computer Lab provisioning and management � Hardware warranty and repair � IT asset inventory Specification Sheet Owner Michele Morrison Acting Manager, Client Services Creation Date January 2005 Revision Cycle Annual Revision Date(s) March 2012 March 2010 Revision Author(s) Carolyn Goodall Systems analyst, Service Desk Team, Client Services Robert McNulty Systems analyst, Core Desktop Team, Client Services Bernie Lam Systems analyst, Core Desktop Team, Client Services Mike Evans Systems analyst, Core Desktop Team, Client Services
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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 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: Customer role Usage policy - all em
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
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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 level objective Service lev
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Service level objective Service lev
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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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