ICT Service Handbook v2.2

University of Bedfordshire

ICT Service Handbook

ICT

December 2016

ICT Service Handbook

Contents IT Services ............................................................................................................................................... 2 About ICT................................................................................................................................................. 2 ICT Service Desk ...................................................................................................................................... 3 Desktop, AV and Media Service .............................................................................................................. 5 ICT Network Service ................................................................................................................................ 7 Network and Internet Access Service ................................................................................................. 7 Network Data Point Service ................................................................................................................ 8 ICT Telecoms Service............................................................................................................................... 9 Telephone handsets ............................................................................................................................ 9 Telephone Call Centre Service .......................................................................................................... 11 ICT Mobile Device Management Service .......................................................................................... 13 ICT Systems Infrastructure Services ...................................................................................................... 14 Network Login Service ...................................................................................................................... 14 Network File Storage Service ............................................................................................................ 15 Website Hosting Service ................................................................................................................... 16 Staff Email Service............................................................................................................................. 17 Student Email Service ....................................................................................................................... 17 Corporate Application Hosting Service ............................................................................................. 18 Corporate Information Systems Services.............................................................................................. 19 Project Management and Consultancy Service .................................................................................... 21

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ICT Service Handbook

IT Services This handbook is designed to tell you about the services available from ICT. You will find a general description of our services, what they do and what you should expect from them, and how to access and use the services.

ICT’s service availability targets for the services are also included.

You can find other useful information and user guides on the staff website; please visit in.beds.ac.uk/ict to learn more.

University and ICT policies and procedures relevant to this document are: • • • • •

ICT Network Acceptable Use Policy University of Bedfordshire Waste Management Procedure JANet Acceptable Use Policy University of Bedfordshire IT Data Security Policy Use of University Mobile Telecommunications Devices Policy

About ICT These ICT teams are responsible for supporting your IT services: • • • • •

Service Desk Desktop, AV and Media Network and Telecoms Systems Infrastructure Corporate Information Systems

The support that ICT provides is divided into three categories: • 1st line support solves your IT issues over the telephone or by accessing your computer remotely • 2nd line support visit you to resolve your IT issues (Desktop, AV and Media, Network, and Telecoms teams) • 3rd line support (Systems Infrastructure, Desktop, AV and Media, Network, Telecoms and Corporate Information Systems teams) provide professional back-office support. 3rd line support also includes our suppliers.

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ICT Service Handbook

ICT Service Desk What is it?

The ICT Service Desk is the single point of contact for staff who need to report problems with their normal IT or AV service (referred to as Incidents throughout the Service Desk process); or who wish to submit requests for IT resources and services, as detailed in the Service Request Catalogue. You will find the Service Request Catalogue on the Service Desk web portal.

The Service Desk will log an Incident or Service Request for you. You will receive a reference number for your Incident or Service Request, and you will then be able to track its progress on the Service Desk Self Service home page.

Our Service Desk colleagues can solve many of your problems over the telephone, or by using remote support software that can access all PCs across University sites. If they cannot solve your problem, your Incident will be passed on to the appropriate 2nd or 3rd line team.

Information regarding IT or AV service disruptions, scheduled maintenance and other service updates is published on the Self Service home page. The ICT Service Desk also has a social media presence; @uniofbedsICT How do I use this service?

Staff can log in to ICT Service Desk at uobservicedesk.beds.ac.uk. This is accessible, using any browser, from your computer or mobile device over the Internet; no University network connection is required.

You can also access the ICT Service Desk via the link on the in.beds staff intranet home page. No registration is required – just select the ICT Service Desk button and enter your usual University username and password.

Alternatively, the ICT Service Desk telephone service is on ext. 3366 or 01582 743366; our Automated Call Distribution menu will greet you, and by following the directions, you will quickly be connected to one of our Service Desk staff.

You can also visit us in the ICT offices on the ground floor of the Atrium Building, Luton Campus.

The Service Desk is staffed from 08:00 to 17:00 Monday to Thursday, and 08:00 to 16:00 on Fridays. .

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ICT Service Handbook More information A Service Desk user guide is available on the Service Desk Self Service home page under “Useful Articles”. You can also access it from: •

https://in.beds.ac.uk/ict/guides/service-desk

Please consider consulting the various user guides available on the Self Service home page and the staff web site before contacting the ICT Service Desk. See: •

https://in.beds.ac.uk/ict/guides

Although the ICT Service desk is the first point of contact for printing problems, ICT do not provide the managed printing service for the University – this is managed by the Facilities and Estates Department.

Similarly, any issues with University websites including in.beds should be directed to the MARC department, as ICT do not maintain these sites.

Service availability targets and Service Desk SLAs: • • • • • • • • • •

Service Desk call logging availability for Self Service via the Internet and telephone is 99.9% 90% of telephone calls will be answered within 60 seconds during our service hours 95% of calls logged using Self Service will be responded to within 15 minutes of receipt 99.9% of all IT and AV Incidents will be resolved within their individual SLAs; most will be resolved much more quickly Incident and Request SLAs are as follows: Priority 1 – 4 business hours Priority 2 – 6 business hours Priority 3 – 12 business hours Priority 4 – 48 business hours Note: Individual SLAs are recorded on each Incident or Request when they are logged

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ICT Service Handbook

Desktop, AV and Media Service What is it?

The Desktop, AV and Media Service team provides 2nd and 3rd line support for desktop and mobile computers (laptops, tablets etc.), and for AV equipment in teaching rooms.

Support comprises the resolution of reported IT and AV Incidents, and the fulfilment of IT and AV Requests, including computer installations, computer disconnection/ reconnection during office moves, software installations, upgrades and patches, etc.

The team also provides, maintains and supports projectors, projector screens, visualisers, microphones, amplifiers, DVD players, lecterns, smart boards, white boards, flip chart easels, video conferences, off-air recording, IPTV and live streaming of Vice-Chancellor events.

The Desktop, AV and Media team will obtain quotes from approved suppliers for specialist IT hardware for projects or research, on request, and the supply of the appropriate cost code, followed up by an ordering process as and when required. Please note that the cost of this specialised IT equipment for projects or research will not be met from central ICT funds.

ICT provides a managed virtual standard Windows computer desktop for registered members of staff to use - the service is supported by this team. Virtual desktops include all of the standard applications you need on a day-to-day basis. They are linked to your u: drive on the network for the duration of your virtual desktop session, so your work can be saved there, or onto your USB memory stick if a USB port is available on your device. Virtual computer desktops are created by the service on demand, and are then deleted shortly after you log out. While using a virtual desktop, you can print using UoB Print and Collect.

Staff can access the staff virtual computer desktop by registering for the service via the ICT Service Desk, then installing a free piece of software and logging in with their usual University network credentials. Registered staff can then access the staff virtual computer desktop from inside or outside the University network, using a computer with a working Internet connection.

This team also manages disposal of IT hardware. When IT, AV and Telecoms hardware is disposed of, the University has a duty to dispose of it responsibly in compliance with current legislation. Staff must not redistribute, or dispose of, any redundant IT, AV or Telecoms hardware without prior arrangement with ICT.

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ICT Service Handbook

How do I use this service?

Desktop, AV and Media Services are accessed via the ICT Service Desk, and are available during normal University hours. The team will either visit on site or use a remote access service to resolve your IT and AV Incidents.

If work is required outside these hours, it can be arranged if suitable notice is given.

If you have redundant University IT, AV or Telecoms equipment (excluding printers) that need to be removed, raise a Service Request through the ICT Service Desk Self Service home page. To arrange the disposal of printers or printer toner cartridges, please make a request via the Facilities Service Desk.

Please note that two weeks’ notice is required for the video-recording of University events. This service can only be arranged via the Corporate Events Manager in the Vice-Chancellor’s Office.

Service availability targets • • •

• • • • •

Desktop, AV and Media team support: 95% availability IT hardware configured and ready for installation: within 10 business days of its receipt from our suppliers Where items are already in stock, they will be ready for installation within 3-5 business days of the request being made, depending on complexity. This target may be longer for multiple orders. Timescales will be advised at the time of request Installation of standard software: within 24 hours of request Installation of non-standard software: normally within 10 business days of request but this will depend on the nature of the software and licensing considerations Timescales for computer moves will be confirmed at the time of request and will depend on the complexity of the move Quotes for hardware: 90% of quotes for hardware will be supplied within 4 business days of request Virtual desktop service: 95% availability for the virtual desktop service

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ICT Service Handbook

ICT Network Service The ICT Network Service includes a number of services in use at the University.

Network and Internet Access Service What is it?

This service gives access to the University network and the internet across all University of Bedfordshire campuses and sites. Network and internet access from desktop and laptop computers and mobile devices at the University is provided via the Network Login Service (see page 14), using either the Network Data Point Service (see page 8) or the campus Wi-Fi networks.

Computers or devices either plug into live data points, or connect to an appropriate Wi-Fi service.

You then log in either via a supplied piece of software on University-provided equipment, or via a browser or mobile device network settings for Wi-Fi connections.

Further information ICT does not normally provide support for non-University mobile devices; also, we cannot guarantee bandwidth when using Wi-Fi in areas of high use.

Anyone using the service agrees to abide by the University’s Network Acceptable Use policy, the JANet Acceptable Use Policy, and any other stated acceptable use policies.

The University imposes controls on what can or cannot be done on the University network.

How do I use this service?

Requests regarding the Network & Internet Access Service are made through the ICT Service Desk.

Service availability targets • • • • •

95% availability for internet access on the University network during supported hours Network outage (low priority): 90% investigated within 12 business hours Network outage (medium priority): 90% investigated within 8 business hours Network outage (high priority): 95% investigated within 4 business hours Note: availability stated above does not include agreed scheduled downtime for maintenance, upgrades, etc., on any ICT service by 3rd party suppliers, contractors or ICT, that occurs outside the University’s core working hours

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ICT Service Handbook

Network Data Point Service What is it?

This service provides networked data points in agreed University locations, and configures them for use, allowing University approved equipment to connect directly to the network. Data points are the sockets typically found in walls, floors and desks to which computers and IP-telephones connect.

The network team liaises with departments, via the ICT Service Desk, regarding data point procurement and installation via third party suppliers. They supply network leads for connecting equipment to the data point, and configure data points to meet the requirements of the University.

Where new data points are installed as part of a refurbishment project, these are included in the refurbishment budget.

The network team configures network points and makes them live – they do not connect your computer to a network port; that task is carried out by the Desktop team.

When ICT receive Service Requests for new data points to be installed, this work is done at a cost to the requesting department. Costs will be advised at the time of request.

How do I use this service?

Please make data point requests through the ICT Service Desk.

Service availability target • • • •

Network Data Point Service: 97% during business hours New network data points: 20 working days depending on survey, and supplier lead times Reconfiguring data points for office moves between rooms and/or sites: 20 working days subject to survey and complexity Reconfiguring data points for desk moves (within the same room): 3 - 5 working days subject to complexity. Data point repair: 20 working days depending on survey and supplier lead times

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ICT Service Handbook

ICT Telecoms Service The ICT Telecoms Service includes a number of services in use at the University.

Telephone handsets Most members of staff are provided with a telephone handset for their desk, with their own extension number, external number, access to voicemail (usually) and the "myPhone" Web Client service. Extension numbers can be added into hunt groups or pick-up groups when requested. You are alerted to calls for extension numbers in your “pickup” group or calls are automatically directed to your phone if you are part of a “hunt” group.

Staff can also set up their own telephone conferences using their telephone handset, or the “myPhone” Web Client. Some extensions have additional functions available by using the Web Client.

You can access Voice Mail messages using the handset, or via a computer using the Web Client.

Extension numbers appear in the online Telephone Directory, searchable on the main University web site and the internal staff site. If you need to amend your entry in the staff telephone directory, please log a “Staff Directory Phone Number Update” Service Request via the ICT Service Desk.

Some telephones make calls to a specific University extension number whenever the handset is lifted (for example, in teaching rooms and lecture theatres).

University telephones are restricted by default to only making calls within the United Kingdom. If you need to call an international number, please raise a Service Request through the ICT Service Desk Self Service home page.

How do I use this service?

The ICT Service Desk is the single point of contact for telecoms services at the University. Telephone handsets are requested via the ICT Service Desk.

Further information A user guide for the “myPhone” Web Client, and instructions on how to set up a conference call, can be found at https://in.beds.ac.uk/isd/guides/myphone

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ICT Service Handbook

Service availability targets • • • • •

•

• •

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Availability for calls, voicemail and Web Client: 99.9% Creation of new voicemail accounts: 80% created within 5 business days if the customer’s ID already exists on the network Faulty voicemail accounts: 90% of logged calls resolved within 3 business days New Web Client accounts: 80% created within 5 business days if the customer’s ID already exists on the network Faulty Web Client: 80% of logged calls resolved within 8 hours by ICT, or if the fault is with the 3rd party supplier, they will respond within 4 hours and the fix time will depend on the complexity of the fault New desktop telephone handset: 80% of logged requests will be fulfilled (installed and working) within 5 business days if the customer’s ID already exists on the network Desktop telephone handset move: 90% of logged requests will be completed within 5 business days Conference calls: 95% availability on the Unify system

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ICT Service Handbook

Telephone Call Centre Service What is it?

This service provides (on request) a Call Centre facility for University use. A Call Centre allows customers to call a single University number, typically from outside of the organisation. These calls are answered by a team of trained staff, spreading the workload over a number of phones.

The Telecoms team will configure the Call Centre to meet the requesting manager’s needs, and coordinate the supply of computers (when required) , software, telephone handsets and headsets.

The key features of a call centre are: • • • •

Skills based call distribution Call queuing with comfort messaging Reports such as agent performance, call distribution & dropped calls Live information on agent’s and manager’s screens & wall-board

Please note, these features may incur additional licensing and hardware costs.

Further information The following items are not included in the ICT Call Centre service: • •

Basic training for the agents who will answer the calls, or basic training for managers in the interpretation of reports Advanced training on how to use the management software for this service, including reporting

Training can be arranged at a cost to the department, which will be advised at the time of request.

Please note that there is a licensing cost per agent, which will also be confirmed at the time of request.

Managers who want a call centre to be set up should log an ICT Service Desk Request as soon as possible. A meeting will be arranged to discuss what a Call Centre can provide, and to explore how this can be used to fulfil a customer’s requirements.

Service availability targets • • •

99.9% for calls to the live call centre during the agreed operational hours New call centre requests: 90% of logged requests will be completed within 8 business weeks depending on the complexity of the requirement – most will be completed sooner New agent access: 90% of logged requests will be completed within 8 business hours

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ICT Service Handbook • • •

Change of recorded message: 90% of requests for change of recorded messages for live Call Centres will be completed within 8 hours of the content of the message being agreed Change of options: 75% of logged requests will be completed within 5 business days Manager reports: 90% of customer and queue reports will be available 24 hours after the call centre goes live

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ICT Service Handbook

ICT Mobile Device Management Service What is it?

This service supplies and sets up mobile devices, including smart phones and 3G/4G enabled tablet computers. (Laptops are not included in this service).

The devices are administered using Mobile Device Management (MDM) software, which monitors, manages, secures and supports mobile devices. This includes over-the-air distribution of applications, data and configuration settings on smart phones and tablet computers.

The MDM software allows remote application of policies on mobile devices; installation or deletion of mobile apps; and secure ‘wiping’ of lost or recovered devices.

Further information The cost of University mobile devices are recharged to the requesting Faculty or Department, so if you need a mobile device, please raise a Service Request via the ICT Service Desk, stating a business case. The Request will then be approved or rejected by your line manager; if approved, the Request will be fulfilled by ICT. The cost of calls and data are also recharged to the Faculty or Department.

ICT cannot guarantee coverage by our service provider.

International dialling from mobile devices is not enabled by default, and should be requested via the ICT Service Desk. The request will require authorisation by ICT. If you are travelling outside the UK and need International Roaming, this should also be requested via the ICT Service Desk – again, this will require authorisation by ICT. Add-on devices that give mobile internet access (e.g. via a 3G/4G ‘dongle’) are supplied on request, assuming an acceptable business case is submitted first via the ICT Service Desk The University can impose controls on what can or cannot be done with University-provided or personal mobile devices when connecting to the University network (using the Network and Internet Access Service or 3G/4G ‘dongle’), including limiting web site access and blocking other activities. This is to protect University data from unauthorised access.

Service availability targets • •

Mobile device or accessory request: 90% of requests will have an order placed with an approved supplier within 5 days of ICT receiving a University Purchase Order Configuration: 90% of standard mobile devices will be configured and ready to use at the University within 3 days of their receipt by ICT

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ICT Service Handbook

ICT Systems Infrastructure Services The ICT Systems Infrastructure Service includes a number of services in use at the University.

Network Login Service What is it?

This service provides the capability for staff and students with valid accounts, to log in to the University network using a computer attached to the University network. After logging in, staff and students are given access to the mapped drives (u:, s:, etc.) relevant to their account.

The capability to log in to the University network using this service, is NOT available from nonUniversity locations.

Further information Staff and students are required to adhere to the University Network Acceptable Use Policy when using the University network.

ICT do not create staff accounts for the use of the University Network; these are triggered by the Human Resources Department.

How do I use the service?

Staff should use the ICT Service Desk to report interruptions to the Network Login service, and to submit Service Requests for this service.

Service availability targets • •

Network Login service: 99.9% availability Network login time: average of 1 minute for standard University desktop computers, where the user manages their logon profile

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ICT Service Handbook

Network File Storage Service What is it?

This service provides users with the capability to store files, data and applications on University servers, and allows access to file storage via mapped network drives on staff and student computers.

The staff network drives, including personal drives (for file storage) and shared drives, are available to all staff. Staff can also access network drives for sharing corporate applications, documents, data and other files with staff.

Students only have access to a drive for personal file storage.

Once logged into the University network using the Network Login Service, the drives are available directly from a University PC. Staff files on network drives are backed up regularly by ICT for Disaster Recovery purposes. Files stored on local computer drives are not backed up by ICT; staff and students should make sure they back up their personal files regularly, to removable storage devices.

How do I use the service?

Requests regarding the Network File Storage Service should be made through the ICT Service Desk.

Service availability target •

Network File Storage Service: 99.9% availability

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ICT Service Handbook

Website Hosting Service What is it?

ICT’s Website Hosting Service hosts University-relevant websites on a University web server.

Website owners are given a collection of tools via a web-based control panel; the control panel has support for MySQL and Postgres databases, and the PHP programming language. ICT provides website hosting, domain registrations and advice.

ICT undertakes patching and maintenance of the hosting platform environment, including web servers and the bundled databases included in the service. We do not maintain websites hosted by this service – that is the responsibility of the website owner.

How do I use the service?

Log a call with the ICT Service Desk to request the service. Once your basic site is created, access to the support tools is via a web browser. The site is also accessible using FTP or SSH for file uploads.

Service availability targets • •

Website Hosting Service: 99.9% availability Creation of hosted website: within 5 working days of request

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ICT Service Handbook

Staff Email Service What is it?

This service provides the email and collaboration system used by University of Bedfordshire staff. It is provided in collaboration with Microsoft, using Office 365 services, to provide Outlook email on University supported computers, and also Outlook Webmail. Email, appointments, shared calendars, tasks, reminder notes, phone messages, and room booking, are all included. Anti-spam and antivirus scanning of incoming email is carried out by ICT, and 50GB storage space for emails is provided.

Active synchronisation allows the use of Outlook Mail on mobile devices.

How do I use the service?

To use the service, log in to your account via the Windows-based email client or via a web browser (outlook. beds.ac.uk), using your usual University username and password.

Requests regarding the Staff Email Service should be made through the ICT Service Desk.

Service availability targets • •

Staff Email Service: 99.7% availability Microsoft’s Service Agreement

Student Email Service What is it?

Student Email is web-based and hosted by a third party, but managed via this service. Student Email uses Google Apps for Education. It includes web-based email, calendar and file storage.

Each user has 30GB of storage for Google Drive, Gmail, and Picasa Web Albums.

How do I use this service?

Students use the service by logging in via the publicised web address using their ‘study.beds’ email address and usual University password.

Requests regarding the Student Email Service should be made through the Student Information Desk (SID) or the Learning Resources Centre.

Service availability targets • •

Student Email Service: 99.7% availability Google’s Service Agreement

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ICT Service Handbook

Corporate Application Hosting Service What is it?

ICT provides a fully managed service for hosting corporate applications, such as the Finance and Human Resources systems.

Depending on the specific requirement, this service provides virtual servers, authentication, and access.

How do I use this service?

Project proposals to implement new corporate applications are submitted to the IT Strategy Board for approval. Once approved, the delivery of the hosting platform is provided via a standard Project Work Package.

In order to go live with a corporate application, a service design exercise will be undertaken. Once the service design phase has completed, the corporate application is supported by ICT. Service availability targets • •

Corporate Application Hosing Service: 99.9% availability Timescales for the creation of hosting for Corporate Applications will be notified in the project work package

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ICT Service Handbook

Corporate Information Systems Services What is it?

This group of services develop, maintain and support a number of corporate systems in use at the University.

Many of these services support University activities relating, but not limited, to: • • • • • • • •

Student Induction and Registration Student Administration Student Academic Records Management of Research Projects Management of externally funded Projects Timetabling Finance and Payroll Human Resources

They provide a wide range of functions, including technical support, system enhancements and version upgrades, in support of all of the University’s main and Ancillary Corporate Information systems: • • • • • • • • • • • • •

Student Records Student Information Desk (SiD) Human Resources Finance Payroll Business Intelligence Data Feeds Attendance Monitoring Identity Management for staff and students (used by many University systems) Staff Telephone Directory Research Management SharePoint University of Bedfordshire mobile app

The services provide a working suite of corporate systems that meet University requirements.

How do I use these services?

Access to each of the Corporate Information Systems is by individual user account. You can request access via the ICT Service Desk.

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ICT Service Handbook Service availability • • • • •

•

Corporate Information Systems: 99.5%, inclusive of scheduled system maintenance Requests for information: 90% will be responded to within 2 business days System updates: 96% will be responded to within 2 business days. After consultation a project mandate will be available within one calendar month 95% of Incidents will be responded to within 1 business day of receipt New system requests: 95% will be responded to within 1 business day of receipt. After consultation a project mandate will be written within one calendar month of the request being received (Note: capital requests cannot be completed in-year due to financial constraints) Integration requests: 95% will be reviewed by the CIS team within 5 business days. A delivery schedule will be written and presented within 10 business days

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ICT Service Handbook

Project Management and Consultancy Service What is it?

ICT has a Project Management and Consultancy Service that can advise and help you with initiatives, projects and programmes that have an IT or AV element.

We strongly advise that individuals, Faculties and Departments who are embarking on business change projects engage with us at the pre-planning stage so that we can advise on ICT implications.

We can help with consultancy, feasibility studies, requirements gathering (including specification and integration).

How do I use this service?

Ask your Head of Department to bring the proposal to one of our regular ICT Strategy Board meetings; alternatively contact the CIO, Deputy CIO or the ICT Senior Project Manager.

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