Core Services Catalogue - BCIT

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Customer role Contact the Service Desk to report problems with myBCIT or Outlook systems. Clients must ensure adherence to all BCIT policies, including BCIT Policies #3501 / #3502. Each client is responsible to manage their e-mail and calendar according to the guidelines of Records Management, FOIPOP as published by BCIT. Customers are expected to adhere to published Best Practices and product utilization recommendations from IT Services. How to access this service myBCIT: myBCIT e-mail is accessed from the myBCIT portal from any computer (on or off campus) with internet access. To login to myBCIT use your BCIT ID number (e.g. A00123456). myBCIT accounts are automatically generated for students when they apply for a BCIT ID number and for new staff when they are entered into the BCIT Human Resources system. Contact the Service Desk if you do not know your password for your account. Outlook: Outlook e-mail and calendars are accessed via the Outlook client on BCIT imaged office computers on the main campuses. You need a valid Outlook account and password to log onto the system. Outlook may also be accessed anywhere (on or off campus) via the web using the Outlook Web App. You need a valid Outlook account and password to log onto the system. New Outlook accounts – Create a new account request through the online account request system. Anti-Spam Tools: Every external e-mail is scanned by our anti-spam tool prior to delivery to Outlook and myBCIT. Quarantine: Any email classified as spam are not delivered but kept in quarantine for 15 days, after that time, the messages are assumed to be spam and are permanently deleted and cannot be retrieved. For more information and access to BCIT’s quarantine read the Knowledge Base article. Messaging Services Version 5.0 – Effective June 30, 2012 80
Key Core Service: Blackberry Synchronization Service description BES (Blackberry Enterprise Server) supports synchronization of Outlook e-mail and calendaring to supported Blackberry devices (See Appendix I – Blackberry devices), through wireless or wired connections. Activities include: � Support and maintenance of the servers � Support of Blackberry client software components � Coordination and configuration of Blackberry installations and deployment � Coordination of first and second level support for Blackberry syncing issues (in conjunction with the cellular vendors.) Service characteristics Ongoing service that is renegotiated annually. Service Available: Outlook/Exchange: 7 x 24 Blackberry syncing: 7 x 24 Support Hours: M - F: 08:00 – 16:30 * *Note: Extended support hours are in effect 24 x 7 via automated notification tools for Outook/Exchange. Scheduled Maintenance Window: Exchange Servers: Every Saturday, 18:00 – 24:00 Blackberry Enterprise Server: Every Saturday, 18:00 – 24:00 Starting on the Friday before the Saturday scheduled Maintenance window, announcements regarding downtimes will be posted in Lotus Notes Announcements, ITS website and myBCIT. Service is available to all BCIT Staff with Outlook accounts and supported Blackberry devices (See Appendix I). However, BES licenses are acquired as required. Messaging Services Version 5.0 – Effective June 30, 2012 81
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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:
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Key Core Service: Server Support Se
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Page 41 and 42: Key Core Service: Student Pay Print
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Page 57 and 58: Service name Service Specification
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Page 73 and 74: Key Core Service: Hardware Warranty
Page 77 and 78: Key Core Service: IT Asset Inventor
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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
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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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