Core Services Catalogue - BCIT

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Key Core Service: AppsAnywhere Service description This service includes support for the following � AppsAnywhere infrastructure support (Citrix XenApp servers and supporting infrastructure servers) � Software installation requests on AppsAnywhere. � Access to specific applications Activities include � Publishing applications � Enhancing AppsAnywhere functionality to meet BCIT’s needs � Monitoring and maintaining all related servers � Upgrading and updating the AppsAnywhere servers and infrastructure components Application and Database Services Version 5.0 – Effective June 30, 2012 96
Service characteristics Ongoing service that is renegotiated annually. Service Available: 24 x 7* * Note: Extended support hours are in effect 24 x 7 via automated notification tools for applications and databases. Support Hours: Academic year core hours (excluding Institute holidays): M – F: 08:00 – 17:00 Academic year extended hours (limited support / excluding Institute holidays): M – F: 17:00 – 2130 Sat: 08:30 - 1400 Summer months and Christmas break core hours (excluding Institute holidays): (June – August / December): M – F: 08:00 – 16:30 Online Materials available 24 x 7 through the Web: https://helpdesk.bcit.ca and the Knowledgebase Scheduled Maintenance Window: Every Saturday, 18:00 – 24:00* *Note: BCNET, (BCIT’s internet provider), may schedule maintenance activities at times different from that listed above. Starting on the Friday before the scheduled Maintenance window, notices regarding downtimes will be posted in Lotus Notes Announcements, ITS website, AppsAnywhere websites 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 97
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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
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Customers of this service Students
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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 75 and 76: Customers of this service Students
Page 77 and 78: Key Core Service: IT Asset Inventor
Page 81 and 82: Customers of this service Students
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
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Page 97: How to access this service myBCIT:
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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