Core Services Catalogue - BCIT

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Customer role Contact the Service Desk to report problems with your administrative software image. Please have the following information available (as appropriate): � Your name and contact information (phone and location of this computer) � The BCIT asset identifier, make, model and serial numbers of the computer � The operating system currently running on this computer (Windows XP or Windows 7) � Description of the symptoms experienced How to access this service All Core Institute Supported office computers are automatically issued administrative software images upon deployment by IT Services. Desktop Services Version 5.0 – Effective June 30, 2012 58
Key Core Service – Academic Software Images Service description Development of academic computer software images providing a standardized environment for instructional staff and students. AppsAnywhere is a service we are providing which may eliminate the need to install software on the image, find out more… Activities include: � Developing software image standards and creating images for all IT Services-supported academic computer labs on the five main campuses (Burnaby, DTC, BMC, ATC and GNW), including Test Centres and the Library ehPod. � Developing and maintaining software images for lecture theatre podiums and general access labs and mobile computer labs � Installing and updating applications as per installation guidelines or specific service level agreements � Testing software images with instructors � Troubleshooting software integration problems � Testing, implementation, and deployment of desktop operating system upgrades and patches to Administrative and Lab desktops. � Verifying licensing for all software installed on the images. � Maintaining software image and licence servers. � Liaising with non-IT Services staff supporting departmental / restricted labs � Coordinating Academic Technology Advisory Committee (ATAC) and meetings. (This group liaises with IT Services on a regular basis to set direction for Institute computer labs) � Communicating changes in computer labs to the BCIT community Service characteristics Ongoing service that is renegotiated annually. Operating Hours: M – F: 08:00 – 16:30 Service is available to all BCIT instructional staff. Desktop Services Version 5.0 – Effective June 30, 2012 59
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Table of Contents Version 5.0 - Eff
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Introduction to the IT Services Cor
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audio conferencing devices which ha
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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 and 56: Customer role Usage policy - all em
Page 57 and 58: Service name Service Specification
Page 59: Customers of this service Staff: Al
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
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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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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Core Services Catalogue - BCIT

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