Core Services Catalogue - BCIT

Service description
Computer Moves:
� Coordinating computer moves with IT Services resources.
� Providing clients with documented instructions to complete the
disconnect/reconnect of their computers.
� Assisting where necessary, with disconnecting the computer, printers and
peripherals at the old location and reconnecting at the new location.
� Coordinating network connectivity.
Service characteristics
Ongoing service that is renegotiated annually.
Operating Hours:
M – F: 08:00 – 16:30
Service is available to all BCIT Staff.
Service level objective
Service level targets:
Computer and peripheral standards review – monthly
Computer set-ups – Core Institute Support - 10 day turn around
Replacement Rollouts – according to the current lease cycle
(currently desktop computers 4 years, notebooks 3 years)
Re-images:
System completely down - 1 business day
With work around in place - 5 business days
Client request (not break/fix) - 10 business days
Computer re-assignment (not break/fix) - 10 business days
Computer moves – Minimum 2 weeks lead time required to request your
move with IT Services. (Scheduling will be based on staff availability.)
Desktop Services
Version 5.0 – Effective June 30, 2012 64