Core Services Catalogue - BCIT

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Key Core Service: Instant Messaging Service description Support of the server and client software components for the Lotus Sametime Instant Messaging (IM) environment. Activities include: � Monitor and maintain the integrity of the Lotus Sametime servers 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 for Lotus Sametime 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%* uptime * Note – The calculation of availability and uptime excludes the scheduled maintenance window. Messaging Services Version 5.0 – Effective June 30, 2012 84
Customers of this service Staff: All administrative and instructional staff with Lotus Notes accounts are eligible for Lotus Sametime accounts 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: � Student access � Support for Sametime Connect client software Business processes enabled by this service Lotus Sametime supports electronic communication via instant messaging tools for the BCIT community. Customer role Contact the Service Desk to report problems with the Lotus Sametime system. Clients must ensure adherence to all BCIT policies, including BCIT Policies #3501 / #3502. How to access this service All Staff with Lotus Notes accounts automatically have access to Lotus Sametime. For more information on Lotus Sametime read the Knowledge Base article. Staff can request Lotus Sametime support through the Service Desk. Messaging Services Version 5.0 – Effective June 30, 2012 85
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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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Service level objective Our target
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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 83 and 84: Key Core Service: Blackberry Synchr
Page 85: 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
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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
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
Page 131 and 132: Printers Date Retired Reason for Re
Page 133 and 134: Appendix II Current Computer Specif
Page 135 and 136: 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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