Core Services Catalogue - BCIT

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Service name Service Specification Sheet Application and Database Services Version 5.0 – Effective June 30, 2012 86 Application and Database Services General Service Description Support of business applications including new application development, integration, upgrades, release revisions and database support. Key Core Services � Applications � Learning Management Systems � AppsAnywhere Specification Sheet Owner Leo de Sousa Manager, Business Application Services Creation Date January 2006 Revision Cycle Annual Revision Date(s) June 2012 March 2010 Revision Author(s) Carolyn Goodall, Service Desk Team, Client Services Jeanine James, Systems analyst, Application Development Services Team, Business Application Services Dennis Dufficy, Systems analyst, E-mail, Collaboration and Portal Team, Business Application Services Robert Guest Systems analyst, Business Application Services Fraser Robertson Systems analyst, Client Services Leo de Sousa, Manager, Business Application Services
Key Core Service: Applications Service description This service includes support for the following: � Applications such as Banner, BCIT Reporting, Lotus Domino, Student Financial Aid and Awards, and Public Web applications � Databases (enterprise and departmental) Activities include: Applications: � Consulting services to BCIT departments (including technology solutions, application requirements and design) � Development and implementation of new applications � Maintaining applications � Enhancing applications to meet specific BCIT requirements Databases: � Consulting services to BCIT departments (including technology solutions, application requirements and design) � Development and implementation of new databases � Maintaining databases � Enhancing databases to meet specific BCIT requirements � Coordinating disaster recovery activities Application and Database Services Version 5.0 – Effective June 30, 2012 87
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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
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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 and 86: How to access this service Blackber
Page 87: Customers of this service Staff: Al
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 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-
Page 137 and 138: Appendix III - Service Request Esti
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Core Services Catalogue - BCIT

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