Core Services Catalogue - BCIT

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Service characteristics Ongoing service that is renegotiated annually. Service Available: 24 x 7 Support Hours: D2L: M – F 07:30 – 16:30 TLM: M – F 08:30 – 16:30 Elluminate Live!: M – F 08:30 – 16:30 myBCIT: M – F 08:00 - 16:30 * Note: Extended support hours are in effect via automated notification tools for D2L. 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 metrics: All systems: 99%* uptime * Note – The calculation of availability and uptime excludes the scheduled maintenance window. Application and Database Services Version 5.0 – Effective June 30, 2012 92
Customers of this service Students: � Students who are enrolled in courses that require D2L or Elluminate Live! will login with their BCIT ID and password. � Students who are enrolled in courses which use the Testing Centre to deliver exams will use their BCIT ID number and be issued a Testing Centre password to logon to the TLM system by the Life Long Learning - Testing Centre. � All students have access to the following myBCIT features: � Student myCourses � Student Resources Instructional Staff: � Instructors who are delivering courses that require D2L or Elluminate Live! will use their BCIT ID and password. � Instructors who are teaching courses which use the Testing Centre to deliver exams need to contact the Life Long Learning - Testing Centre to arrange for this service. � All instructional staff have access to the following myBCIT features: � Faculty myCourses (administrative access and support) � Faculty Resources Staff: The direct customers of this service from IT Services are as follows: D2L and Elluminate Live!: Learning and Teaching Centre – Educational Technology Support (ETS). This department provides direct support for students and instructional staff. In addition the LTC provides additional support in the area of Curriculum Design with a focus on using these online tools. TLM (The Learning Manager): Life Long Learning - Testing Centre. This department provides direct support for students and instructional staff. Not included: � IT Services does not directly support students or faculty for D2L, Elluminate Live! and TLM. (This support comes from ETS for D2L and Elluminate Live! and from the Testing Centre for TLM.) � IT Services does not support ETS or the Testing Centre in the application and use of the LMS tools. When they encounter issues, they are expected to call the appropriate vendors for support. Application and Database Services Version 5.0 – Effective June 30, 2012 93
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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
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Customer role Contact the Service D
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Key Core Service: Administrative Pr
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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 89 and 90: Key Core Service: Applications Serv
Page 91 and 92: Customers of this service Students:
Page 93: 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
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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