Core Services Catalogue - BCIT

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Key Core Service: E-mail and Calendaring Service description Support of the server and client software components for: � Outlook/Exchange e-mail and calendaring tools � myBCIT e-mail and calendaring tools Activities include: � Monitor and maintain the integrity of Exchange and myBCIT e-mail systems � Maintain Outlook desktop software � Maintain Outlook and myBCIT web interfaces � Maintain anti-SPAM tools � Investigate and recommend solutions to address ongoing client and Institute requirements � myBCIT training (on request – contact the Service Desk) Service characteristics Ongoing service that is renegotiated annually. Service Available: All Systems: 24 x 7 Support Hours: M - F: 08:00 – 16:30* *Note: Extended support hours are in effect 24 x 7 via automated notification tools Scheduled Maintenance Window: Every Saturday, 18:00 – 24:00 Starting on the Friday before the scheduled Maintenance window, announcements regarding downtimes will be posted in Lotus Notes Announcements, ITS website and myBCIT. Service level objective Service level metric: All systems: 99%* * Note – The calculation of availability and uptime excludes the scheduled maintenance window. Messaging Services Version 5.0 – Effective June 30, 2012 78
Customers of this service Students and Alumni: All BCIT students and alumni have myBCIT accounts automatically generated when they first register for a BCIT course.* Staff and Retirees: All day school instructional staff are eligible for the following: � myBCIT e-mail (automatically generated upon hire)* � Outlooks e-mail accounts All part-time studies instructional staff are eligible for the following: � myBCIT e-mail (automatically generated upon hire)* � Outlook e-mail accounts when requested by your department All administrative and instructional staff are eligible for the following: � myBCIT e-mail (automatically generated upon hire)* � Outlook e-mail accounts All BCIT retirees are eligible for the following: � myBCIT e-mail* * myBCIT accounts can be accessed for life. Accounts will become inactive 500 days after last use, however, these accounts can be reactivated by request. Affiliates and other non-BCIT groups (e.g. Student Association and Unions): Support will be provided as outlined in your Service Level Agreement. Not included: � Outlook Training – contact HR Systems & Skills Training (604-432-8333) � Outlook desktop software access on non-BCIT equipment � Outlook Macintosh desktop software and browsers � Email and calendaring synchronization to non BCIT standard mobile devices Business processes enabled by this service This service supports electronic communication via e-mail and scheduling via calendar tools for the BCIT community. Messaging Services Version 5.0 – Effective June 30, 2012 79
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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
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How to access this service Report p
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Key Core Service: Network and Inter
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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 and 74: Key Core Service: Hardware Warranty
Page 77 and 78: Key Core Service: IT Asset Inventor
Page 79: 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 91 and 92: Customers of this service Students:
Page 93 and 94: Key Core Service: Learning Manageme
Page 95 and 96: Customers of this service Students:
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 117 and 118: Service name Service Specification
Page 121 and 122: Key Core Service: Enterprise IT Sec
Page 123 and 124: How to access this service All clie
Page 125 and 126: Core Institute Support IT Services
Page 127 and 128: Lotus Sametime Marqui Microsoft Wor
Page 129 and 130: 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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