Core Services Catalogue - BCIT

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Service level objective Service level targets: Core Institute Support: Warranty work: � IT Services dispatched to warranty provider – 1 “working” day � Warranty provider response to IT Services – 2 “working” days � Repairs subject to parts availability Non-Warranty work: � IT Services response – 2 “working” days � Repairs subject to parts availability and severity level Limited Support: Warranty work: � IT Services response based on staffing availability and severity of problem � Warranty provider response – will coordinate support on behalf of client within 1 week � Repairs subject to parts availability Non-Warranty work: � IT Services response based on staffing availability � Repairs subject to parts availability Desktop Services Version 5.0 – Effective June 30, 2012 72
Customers of this service Students and Instructional Staff: Students and Instructional staff should report computer and printer hardware problems in the labs. All Staff: Administrative and Instructional staff should report computer and printer hardware problems in their offices Satellite Campuses: ( for locations see http://www.bcit.ca/about/satellite.shtml) Support will be provided as outlined in your Service Level Agreement. Not included: � Computers not owned or leased by BCIT � Any equipment not specified in Appendix I under Core Institute Support and Limited Support Business process enabled by this service This service supports the process ensuring that BCIT owned computers are repaired quickly and cost effectively by trained technicians, maximizing the number of working computers in the labs and staff offices. Desktop Services Version 5.0 – Effective June 30, 2012 73
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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
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Key Core Service: Incident Manageme
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Service level objective Service lev
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Business processes enabled by this
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Key Core Service: Account Managemen
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Service level objective Service lev
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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 49 and 50: Service level objective Service lev
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: Key Core Service: Hardware Warranty
Page 77 and 78: Key Core Service: IT Asset Inventor
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 121 and 122: Key Core Service: Enterprise IT Sec
Page 123 and 124: 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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