Core Services Catalogue - BCIT

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Service level objective Service level targets and deadlines: All IT Services supported labs will have appropriate licensed software for classes taught in each particular lab. Requests for new lab software installs must be submitted by the following dates: See Knowledge Base Article Requests for modification to installed software: - Requests received one week before term start will be addressed before term start. - Requests received will be collected during the first 2 weeks of day school term start and will be completed in the 3 rd week. Lab Image (for Private / Restricted labs): Available for the first week of term: Fall Term: 3 rd week of August Winter Term: 1 st week of January Spring Term: 1 st week of April Customers of this service Staff: All instructional staff are eligible for the following software image support for computers in their labs during the timeframes listed above: � Addition of new (licensed) software � Upgrades to existing software � Removal of old software � Major operating system upgrades and other major changes are a joint decision between IT Services and the Academic Technology Advisory Committee. (These are completed annually during the summer.) � Advice on bulk licensing and purchasing agreements Affiliates: Support will be provided as outlined in your Service Level Agreement. Not included: � Training on the use of installed lab software (for staff or students) � Software images for labs with unsupported hardware (See Appendix I) � Software that is no longer supported by the vendor � Academic software support on administrative software images � Beta software and unlicensed products (including evaluation versions) on the images Desktop Services Version 5.0 – Effective June 30, 2012 60
Business process enabled by this service This service supports the process for providing academic computer software images for BCIT computer labs. This service is critical as it: � Provides a standardized learning environment � Ensures that the software deployed is tested for the BCIT environment. � Ensures that all software deployed by IT Services on our academic images is properly licensed. � Provides better support and a more reliable environment for students and instructors, as labs will be setup in an efficient and consistent manner. Desktop Services Version 5.0 – Effective June 30, 2012 61
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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
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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 and 60: Customers of this service Staff: Al
Page 61: Key Core Service - Academic Softwar
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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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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