ICT Service Catalogue 1
ICT Service Catalogue IT Services ................................................................................................................................ Service Desk Service ............................................................................................................... Software & License Purchasing Service................................................................................ Desktop, AV and Media Service ............................................................................................. Hardware Purchasing Service................................................................................................ Virtual Desktop Service........................................................................................................ Disposal Service..................................................................................................................... Network and Telecoms Services ............................................................................................ Telephone Handset Service ................................................................................................... Telephone Call Centre Service ............................................................................................... Mobile Telephony Device Management Service.................................................................... Network & Internet Access Service....................................................................................... Network Data Point Service................................................................................................... Systems Infrastructure Services ............................................................................................ Network Login Service........................................................................................................... Network File Storage Service ................................................................................................ Website Hosting Service ....................................................................................................... Staff Email Service................................................................................................................. Student Email Service............................................................................................................ Corporate Application Hosting Service .................................................................................. Corporate Information Systems Services ............................................................................. Main Corporate Information System Services ...................................................................... Ancillary Corporate Information System Services.................................................................. New Corporate Information System Request Service........................................................... Appendix A – Service Level Agreements............................................................................... Service Desk Service SLA ..................................................................................................... Software & License Purchasing Service SLA......................................................................... Desktop, AV and Media Service SLA ..................................................................................... Hardware Purchasing SLA...................................................................................................... Virtual Desktop Service SLA .................................................................................................. Disposal Service SLA ............................................................................................................ Telephone Handset Service SLA............................................................................................ Telephone Call Centre Service SLA ....................................................................................... Mobile Telephony Device Management Service SLA ........................................................... Network and Internet Access Service SLA............................................................................ Network Data Point Service SLA ........................................................................................... Network Login Service SLA .................................................................................................. Network File Storage Service SLA......................................................................................... Website Hosting Service SLA................................................................................................ Staff Email Service SLA ......................................................................................................... Student Email Service SLA .................................................................................................... Corporate Application Hosting Service SLA........................................................................... Corporate Information Systems Services SLA....................................................................... New Corporate Information System Request Service SLA ................................................... 3
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IT Services This catalogue tells you about the IT services available from ICT. You will find: • A general description of the services • What they do • How to access and use the services • What you should expect from the services • A Service Level Agreement (SLA) for the services is included in the Appendices • Referenced in the SLA are any University policies relevant to a service The Staff web site has lots of useful information and guides. Please visit in.beds.ac.uk/ict to learn more.
Teams A number of teams in ICT are responsible for supporting IT services, including: • Service Desk • Desktop and Media Services • Network and Telecoms • Systems Infrastructure • Corporate Information Systems ICT support is divided into three categories; 1st, 2nd and 3rd line support: • 1 st line support solves your IT issues over the telephone or by accessing your computer remotely (the Service Desk fulfils this function) • 2 nd line support visit you to resolve your IT issues (Desktop and Media Services, and Network and Telecoms teams) • 3 rd line support (Systems Infrastructure, Desktop and Media Services, Network and Telecoms and Corporate Information Systems teams) provide professional back-office support. 3rd line support also includes the suppliers with whom we engage
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Service Desk Service
What is it? • I CT manages the ICT Service Desk and gives technical support for the overall Service Desk service as well as providing the means to access other services in ICT • The ICT Service Desk is for staff and to: o Report ICT 1st Line Incidents (problems with your normal IT or AV service) o Submit IT or AV Service Requests.
What does it include? • The ICT Service Desk records, triages and assigns IT or AV Incidents and IT or AV Service Requests to the right people in ICT, then keeps you updated on progress • 1st line telephone and remote support for Incidents and Service Requests for all University of Bedfordshire locations and sites • A reference number for your IT or AV Incident and Service Requests, and the ability to track the progress of your Incidents and Service Requests via the Service Desk Self Service home page • Information regarding IT or AV service disruptions, scheduled maintenance and other service updates will be published on the Self Service home page.
What is not included? • Visits to your location to resolve Incidents are not made by Service Desk staff, but by 2nd line support teams • Although the ICT Service desk is the first point of contact for printing issues, ICT do not provide the Managed Print Service for the University. This is managed by the Facilities and Estates Department.
How do I access or use the service? • Use the ICT Service Desk for all your IT or AV Incidents or Service Requests • ICT Service Desk is at uobservicedesk.beds.ac.uk, and is accessible via 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 enter your University username and password and select the relevant Service Desk button • The ICT Service Desk Telephone Service is on ext. 3366 or 01582 743366 • The ICT Service Desk is located in the ICT offices on the ground floor of the Atrium Building at the Luton Campus 5
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ICT Service Catalogue • Email the ICT Service Desk via ictservicedesk@beds.ac.uk
What should I expect? • The ICT Service Desk is staffed between 8.30am - 5pm, Monday to Thursday and 8.30am 4.30pm on Fridays (excluding University holidays). At other times the lines are diverted to our out-of-hours support service, called NORMAN, which provides 24/7 telephone support for staff and students. • T he ICT Service Desk keeps you informed on progress until your Incident or Service Request is closed. You can also check its status on the Self Service home page. • A detailed Service Level Agreement (SLA) is available in the Appendices.
Where do I get more information? • A Service Desk guide is available from the Service Desk Self Service home page. You can also access it from: o https://in.beds.ac.uk/documents/ict/ict-using-the-service-desk.pdf • P lease consider consulting the various user guides available on the staff web site before contacting the ICT Service Desk. See: o in.beds.ac.uk/ict/guides
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Software & License Purchasing Service What is it?
• Use this service if you need to buy IT software or software licenses for your Department or Faculty
What does it include? • T his service manages the business relationships with approved suppliers of IT software to ensure best value for the University • Software is usually bought from Academia or Eduserv via their “Chest” agreements
What is not included? • The cost of non-standard software will not be met from central ICT funds
How do I access or use the service? • Log a request on the ICT Service Desk for a quote. • To buy IT software for personal use, visit: o in.beds.ac.uk/ict/benefits
What should I expect? • Q uotes for IT Hardware and software from University approved suppliers, followed up by an ordering process as and when required • A detailed Service Level Agreement (SLA) is available in the Appendices
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Desktop, AV and Media Service What is it? • 2 nd and 3rd line support for desktop and mobile computers (laptops, tablets etc.) and AV equipment • Maintenance of AV equipment at the University
What does it include? • T his service resolves reported IT and AV Incidents, and completes IT and AV Requests including computer installations, computer disconnection / reconnection during office moves, software installations, upgrades and patches, etc. • A local and remote access service to resolve your IT and AV Incidents. • T his service maintains and/or supports projectors, slide projectors, projector screens, visualisers, microphones, amplifiers, DVD/Blu-ray players, lecterns, smart boards, white boards, flip chart easels, video conferences, off-air recording, IPTV and live streaming of special events.
What is not included? • The set-up of desktop and mobile telephones is done by the Network and Telecoms team • A lthough this service provides physical connection of computers to the University network, the network port is configured and made live by the Network and Telecoms team • Flip chart pads and pens
How do I access or use the service? • The Desktop, AV and Media Service, is accessed via the ICT Service Desk (1st line support)
What should I expect? • This service is available during normal University hours • Out-of-hours service can be arranged if sufficient notice is given • A detailed Service Level Agreement (SLA) is available in the Appendices
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Hardware Purchasing Service What is it? • Use this service if you need to buy IT hardware for your Department or Faculty
What does it include? • T his service manages the business relationships with approved suppliers of IT and AV hardware to ensure best value for the University • S pecific ICT hardware is usually bought via the Southern University’s Purchasing Consortium (SUPC)
What is not included? • T he cost of specialised IT equipment for projects or research that have a special cost code, will not be met from central ICT funds • F aculties and Departments cannot buy Telecoms hardware. This should be requested via the ICT Service Desk and is subject to ICT approval
How do I access or use the service? • Log a request on the ICT Service Desk for a quote on IT or AV-related items. • To buy IT hardware for personal use, visit: o in.beds.ac.uk/ict/benefits
What should I expect? • Q uotes for IT Hardware from University approved suppliers, followed up by an ordering process as and when required • A detailed Service Level Agreement (SLA) is available in the Appendices
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Virtual Desktop Service What is it? • T his service provides a managed virtual standard Windows computer desktop for students and registered members of staff to use
What does it include? • V irtual Windows computer desktops for staff and students that include all of the standard applications they need on a day-to-day basis • T he virtual computer desktops are linked to the customer’s U drive on the network for the duration of the session, so work can be saved there, or on a customer’s USB memory stick (on suitable devices) • T he virtual computer desktops are created by the service on demand, and are then deleted shortly after the customer logs out • Printing is available to UoB Print and Collect when using a virtual desktop
What is not included? • Personalised virtual desktops, which do not get deleted when the customer logs out • Printing to your local printer is not available when using a virtual desktop
How do I access or use the service? • S tudents access the student virtual computer desktop in certain areas of the University, using Thin Client hardware • S taff can access the staff virtual computer desktop by registering for the service via the ICT Service Desk, then installing a free client available on a wide variety of different operating systems (Windows, Android, iOS, OSX) and logging in with their usual University network credentials • R egistered staff access the staff virtual computer desktop from inside or outside the University network, using a computer with a working Internet connection
What should I expect? • A virtual Windows 7 desktop that provides the standard software suite for staff and students respectively • T he service is affected by local Internet connection issues when accessed by staff outside the University network • A detailed Service Level Agreement (SLA) is available in the Appendices Version 1.1
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Disposal Service What is it? • W hen IT, AV and Telecoms hardware is disposed of, the University has a duty to dispose of it responsibly in compliance with current legislation • S taff must not redistribute, or dispose of, any redundant IT, AV or Telecoms hardware without prior arrangement with ICT
What does it include? • The removal of University-provided IT, AV and Telecoms hardware when it is redundant
What is not included? • T his service does not include the disposal of printers or printer toner cartridges. You should request these services via the Facilities Service Desk.
How do I access or use the service? • I f you have redundant University IT, AV or Telecoms equipment (excluding printers) that needs to be removed, raise a Service Request through the ICT Service Desk Self Service home page. Someone from ICT will take the equipment away and ensure that it is safely and legally disposed of.
What should I expect? • T he safe and responsible disposal of equipment following current Government guidelines and legislature • A detailed Service Level Agreement (SLA) is available in the Appendices
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Network and Telecoms Services Network Services Network Services includes a number of services in use at the University: • Internet Access Service • Network Data Point Service
Telecoms Services Telecoms Services include a number of services in use at the University: •
Telephone Handset Services, which consist of: o Extension Number Service o Voice Mail Service o Web Client Service o Hunt Group & Pickup Group Service o Telephone Conference Call Service
• Telephone Call Centre Service • Mobile Telephony Device Management Services, which consist of: o Mobile Device Provision Service o Mobile Synchronisation Service
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Telephone Handset Service What is it?
• T he Telephone Handset Service supplies a working desktop telephone handset with additional functions, assigns membership to relevant telephone ‘groups’ and provides some of the information available in the staff telephone directory.
What does it include? • A working desktop telephone handset with internal and external extension numbers, connected to a configured data point • A part from incoming and outgoing calls, the extension number typically has a Voice Mail account • S ome extensions have additional functions available on the web using the Web Client (also known as the ‘UC’ or ‘myphone web client’) • Some extensions are included (by request) in specific ‘hunt’ and/or ‘pickup’ groups • E xtension numbers appear in the online Telephone Directory, searchable on the main University web site and the internal staff site • S ome telephones make calls to a specific University extension number whenever the handset is lifted (for example, in teaching rooms and lecture theatres) • S taff can set up their own telephone conferences using their telephone handset, or the myphone Web Client
What is not included? • A ll University telephones are restricted 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 access or use the service? • The ICT Service Desk is the single point of contact for Telephony services at the University • Telephone handsets should be requested via the ICT Service Desk • 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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What should I expect? • Y our desktop telephone handset receives in-coming and makes out-going telephone calls subject to the restrictions noted above • T he additional functions on your desktop telephone handset work as described in the ‘myphone’ user guides • Y ou access Voice Mail messages using the handset (or via a computer using the Web Client (if applicable)) • Y ou 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 • Y ou can login to mynumber.beds.ac.uk and amend your entry in the staff telephone directory, once you have logged into the in.beds staff web page • A detailed Service Level Agreement (SLA) is available in the Appendices
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Telephone Call Centre Service
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What is it? • T his 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. These calls will be answered by a team of trained staff, spreading the workload over a number of phones.
What does it include? • •
Configuring the Call Centre to meet the manager’s needs Co-ordinating the supply of: o Computers (when required) & software o Telephone handsets & headsets
Key Features: • Skills based call distribution • Call queuing with Comfort Messaging • Reports such as agent performance, call distribution & dropped calls • Live information on agent and manager’s screens & wall-board N.B. These features may incur additional licensing and hardware costs.
What is not included? • B asic training for “agents” who will answer the calls or basic training for managers to interpret reports • Advanced training on how to use the management software for this service, including reporting. • Training may be arranged at a cost to the department, which will be advised at the time of request • There is a licensing cost per agent which will be confirmed at the time of request.
How do I access or use the service? • M anagers need to 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 • Customers will call the published Call Centre number when the service is live
What should I expect? • A working Call Centre operation that meets the requirements • A detailed Service Level Agreement (SLA) is available in the Appendices
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Mobile Telephony Device Management Service
What is it? • S upply and configuration of mobile devices, including smart phones and 3G/4G enabled tablet computers • D evices are administered using MDM (Mobile Device Management) software, which monitors, manages, secures and supports mobile devices. This includes over-the-air distribution of applications, data and configuration settings on mobile devices such as smart phones and tablet computers.
What does it include? • Supply and management of an appropriate mobile device • A dd-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 • Remote application of policies on mobile devices • Installation or deletion of mobile apps • Secure ‘wiping’ of lost or recovered devices • Transfer of mobile number to a new/upgraded or replacement device.
What is not included? • T he cost of the device is recharged to the requesting faculty or department, so if you need a University mobile device, 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, and if approved, will be fulfilled by ICT • The cost of calls and data are recharged to the faculty or department • Guarantee of coverage by our service provider • I nternational dialling is not enabled by default and should be requested via the ICT Service Desk. This will require authorisation by ICT • I f you are travelling outside the UK and need International Roaming, this should be requested via the ICT Service Desk. This will require authorisation by ICT.
How do I access or use the Service? • I f you use a University-provided mobile device or a personal mobile device for accessing work emails or connecting to the University Wi-Fi, then you are using the service
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What should I expect? • A working University-provided mobile device • A ccess to University emails and appointments on a range of different mobile devices (personal, University-provided or both) • T he 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. • A detailed Service Level Agreement (SLA) is available in the Appendices .
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Network & Internet Access Service What is it? • T his service gives access to the University Network and the Internet across University Campuses
What does it include? • T his service provides Network & Internet access to desktop/laptop computers and mobile devices at the University via the Network Login Service, using either the Network Data Point Service or the Campus Wi-Fi network(s)
What is not included? • Support for non-University devices • Guarantee of bandwidth when using Wi-Fi in areas of high use
How do I access or use the service? • C omputers or devices plug in to live data points or connect to an appropriate Wi-Fi service. You then login either via a supplied client on University-provided equipment, or via a browser/ mobile device network settings for Wi-Fi connections • A nyone 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 can’t be done on the University network • R equests regarding the Network & Internet Access Service are made through the ICT Service Desk
What should I expect? • Access to the University Network & the Internet from all University campuses • A detailed Service Level Agreement (SLA) is available in the Appendices
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Network Data Point Service What is it? • T his service provides networked data points in agreed University locations and configures them for use, to allow University approved equipment to connect directly to the network • D ata points are the sockets typically found in walls, floors and desks to which computers and IP-telephones connect.
What does it include? • L iaising with departments - via the ICT Service Desk - regarding data point procurement and installation via third party suppliers • Supplying network leads for connecting equipment to the data point • Configuring data points to meet the requirements of the University • W here new data points are installed as part of a refurbishment project, these are included in the refurbishment budget.
What is not included? • C onnection of your computer to a network port – this will be carried out by the Desktop team. The Network Data Point service configures and makes live the network port • W hen 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 access or use the service? • All data points requests are made through the ICT Service Desk • F or new data points, a number of steps have to be completed before any installation can take place: o A survey of the intended location to confirm suitability o A quote is obtained from a third party supplier for appropriate cabling o A confirmed order from the department for the relevant hardware o A University Purchase Order approved from Finance o An order placed with the third party suppliers o An agreed date with both the relevant faculty or department and the third party installers for the installation o Work permits (arranged by ICT) for the third party installers • R equests to make existing data points live are also made through the ICT Service Desk Self Service home page.
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What should I expect? • A working data point that connects University approved equipment to the network • A detailed Service Level Agreement (SLA) is available in the Appendices
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Systems Infrastructure Services This includes a number of services in use at the University: • Network Login Service • Network File Storage Service • Website Hosting Service • Staff Email Service • Student Email Service • Corporate Application Hosting Service
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Network Login Service What is it? • T his service provides the capability to log in to the University network using a client application for staff and student computers, in accordance with the University Network Acceptable Use Policy
What does it include? • A client application that allows staff and students with valid accounts to login to the University network, giving access to the mapped drives relevant to their account
What is not included? • T he capability to log in to the University network using this service, is not available from nonUniversity locations • T he process of creating user accounts for the use of the University Network, is triggered by the Human Resources Department
How do I access or use the service? • S taff and students with a University username and password can log in to the University network on University computers via a provided client application, as long as their account is current and valid • N otification of Incidents, and Service Requests, regarding the Network Login Service are made through the ICT Service Desk
What should I expect? • A detailed Service Level Agreement (SLA) is available in the Appendices
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Network File Storage Service What is it? • A service which provides the capability to store files, data and applications on University servers, and which allows access to file storage via mapped network drives on staff and student computers
What does it include? • The staff network drives including personal drives and shared drives, are available to all staff • Students only have access to a drive for personal file storage • S taff have access to a personal network drive for file storage; they can also access network drives for sharing corporate applications, documents, data and other files with staff • Files are backed up regularly for Disaster Recovery purposes
What is not included? • L ocal computer drives, for example C and D drives, and back up for the work data stored on them • Removable file storage devices and back up for the work data stored on them • External Cloud storage services not owned by the University
How do I access or use the service? • O nce logged into the University network using the Network Login Service, the drives are available directly from a University PC or via a client application (Windows, Linux or Mac OSX-based) • Requests regarding the Network File Storage Service are made through the ICT Service Desk
What should I expect? • A detailed Service Level Agreement (SLA) is available in the Appendices
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Website Hosting Service What is it? • This service hosts University-relevant web sites on a University web server, on request
What does it include? • Website owners are given a collection of tools via a web-based control panel • T he control panel has support for MySQL and Postgres databases, and the PHP programming language • Website hosting and domain registrations and advice • P atching and maintenance of the hosting platform environment including web servers and the bundled databases included in the service
What is not included? • Hosting of corporate applications • ICT project management • ICT support of design, programming or development
How do I access or use the service? • Log a job on the ICT Service Desk to request the service • O nce 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.
What should I expect? • A website hosted on a University server, with technical support from ICT for the server • A detailed Service Level Agreement (SLA) is available in the Appendices
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Staff Email Service What is it? • This service provides the email and collaboration system used by staff • T he service is provided in collaboration with Microsoft using Office 365 services to provide Outlook email on University supported computers, and Outlook Webmail
What does it include? • E mails, appointments, shared calendars, tasks, reminder notes, phone messages, room booking, are all included • Anti-spam and anti-virus scanning of incoming email • 50GB storage space for emails • Active synchronisation to allow the use of Outlook Mail on mobile devices
What is not included? • Student Email Services • Other features of Office 365
How do I access or use the service? • L og 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 are made through the ICT Service Desk
What should I expect? • An integrated email and collaboration system used by all staff • Access via desktop and laptop computers, both within and outside the University network • Mobile devices can access your mailbox • A detailed Service Level Agreement (SLA) is available in the Appendices
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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
What does it include? • Web-based email, calendar and file storage • Each user has 30GB of storage for Google Drive, Gmail, and Picasa Web Albums
How do I access or use the service? • L ogin via the publicised web address using your ‘study.beds’ email address and usual University password • R equests regarding the Student Email Service are made through the Student Information Desk (SID)or the Learning Resources Centre
What should I expect? • Web-based email, calendar and file storage all accessible from the same place on the web • A detailed Service Level Agreement (SLA) is available in the Appendices
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Corporate Application Hosting Service What is it? • A fully managed service is provided for hosting corporate applications
What does it include? Depending on the specific requirement: • Virtual servers • Authentication and access
What is not included? • ICT project management • ICT support of design, programming or development
How do I access or use the service? • P roject proposals to implement new corporate applications are submitted to the IT Strategy Board for approval. Once approved, the delivery of the hosting platform is via a standard Project Work Package. • In order to go live with a corporate application, a service design exercise will be undertaken • O nce the service design phase has completed, the corporate application is added to the service catalogue and is supported by ICT as defined in the SLA
What should I expect? • A corporate application hosted on University servers, with technical support from ICT as agreed in the SLA for the application concerned, and supplied to the specification agreed in the project work package • A detailed Service Level Agreement (SLA) is available in the Appendices
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Corporate Information Systems Services
This includes services that develop, maintain and support a number of corporate systems in use at the University: • Main Corporate Information System Services • Ancillary Corporate Information System Services • New Corporate Information System Request Services
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 • Customer Relationship Management • Timetabling • Finance and Payroll • Student Engagement Monitoring • Human Resources
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Main Corporate Information Systems Services
What is it? • T his service gives technical support to each of the corporate information systems in use at the University: o Student Records o Student Information Desk (SiD) o Human Resources o Finance o Payroll o Business Intelligence o Data Feeds
What does it include? • T his service provides a wide range of functions, including system enhancements and version upgrades, to support each of the University’s main Corporate Information systems • T his service provides reporting data and Business Intelligence tools for the services listed above, to enable reports required by customers • T his service enables data and information to be securely exchanged between information systems
How do I access or use the service? • A ccess to each of the corporate information systems is by individual user account. You can request access via the ICT Service Desk.
What should I expect? • A working suite of corporate systems that meet University requirements • A detailed Service Level Agreement (SLA) is available in the Appendices
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Ancillary Corporate Information Systems Services
What is it? • T his service gives technical support to a number of ancillary systems in use at the University throughout their lifecycle, including: o Attendance Monitoring and Student Engagement o Identity Management for staff and students (used by many University systems) o Staff Telephone Directory o Customer Relationship Management o Research Management o Sharepoint o IP Register o Student Mobile app (launching January 2015
What does it include? • T his service provides a wide range of functions (including system enhancements and version upgrades) to support each of the ancillary systems.
How do I access or use the service? • C ontact the ICT Service Desk if you have a valid business case for using any of the above ancillary services.
What should I expect? • A working suite of ancillary systems that meet the requirements of the University • A detailed Service Level Agreement (SLA) is available in the Appendices
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New Corporate Information System Request Service
What is it? • T his service provides trained and experienced technical staff to support the process of requesting, reviewing and subsequently implementing new Corporate Information Systems, including: o Corporate Information System Policy Creation o Consultancy/Advice on Corporate Information System use o Feasibility Studies o Prototyping o System Development Lifecycle (i.e. Projects) • Analysis • Requirements Gathering • Design • Development • Testing • User Acceptance Testing • Service Transition • Deployment (i.e. Go-Live)
What does it include? • This service provides a mechanism for requesting new Corporate Information Systems • T his service provides technical staff to assist with the delivery of new Corporate Information Systems.
How do I access or use the service? • Contact the ICT Strategy Development Manager if you have a requirement for this service.
What should I expect? • New Service request fulfilment • A detailed Service Level Agreement (SLA) is available in the Appendices
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Appendix A – Service Level Agreements • E ach SLA explains the targets of the service and specifies both ICT’s and the customer’s responsibilities • W here an SLA mentions calls ‘logged on the ICT Service Desk’ it refers to Incidents or Service Requests given a unique reference number by the Service Desk system
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Service Desk Service SLA Access / Usage The Internet self-service is available from uobservicedesk.beds.ac.uk. Enter your usual University login and password and then select the ICT button. The telephone service is available on extension 3366 or 01582 743366 if calling from outside the University. The ICT Service Desk is located on the ground floor of the Atrium building at the Luton Campus. Report incidents or raise requests using email via ictservicedesk@beds.ac.uk Staffed hours for 8am – 5pm (Monday – Friday) team(s) supporting At other times the lines are diverted to our out-of-hours support service the service NORMAN.
Target
Service availability
9.9% availability for Internet Self-Service, Email and Telephone Service Desk 9 services.
Telephones 90% of telephone calls made to the ICT Service Desk will be answered within 60 seconds during the staffed times described above. Emails 95% of emails sent to ictservicedesk@beds.ac.uk will be responded to within 15 minutes of receipt during the staffed times described above. Self-Service 95% of calls logged on Self Service for the ICT Service Desk at uobservicedesk.beds.ac.uk will be responded to by email within 15 minutes of receipt during the staffed times described above. In Person 95% of people who visit the ICT Service Desk office will be attended to within 5 minutes during the staffed times described above. Logged Incidents 99.9% of logged IT and AV-related incidents will be resolved within 21 business days. Responsibilities Customers contact the ICT Service Desk using the methods described above to report an incident or raise a request. Customers quote the Service Desk reference number in all correspondence after the initial Service Desk contact. ICT will review the performance of each part of the service on a quarterly basis. Reviewed
Quarterly
Monitoring System(s) Internet Self-Service: LANDesk Service Desk; Telephones: Siemens Pro Center Service Dependencies Network, LANDesk Service Desk, Office 365
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Software and License Purchasing SLA Access / Usage Log on to the ICT Service Desk and raise a Service Request for a quote for IT Software and software licenses) but not Telecoms-related hardware Staffed hours for team(s) supporting the service
8am – 5pm (Monday – Friday) The ICT Service Desk closes during weekends and during all University closures
Target
Service availability
9.9% availability for Internet Self-service, Email and Telephone Helpdesk 9 services.
Request for quotes 90% of logged quotation requests for IT Software will be forwarded to University approved suppliers within 2 business days of the request being logged. Quotes
0% of logged quotation requests will be fulfilled within 2 business days of 9 receipt from the third party supplier.
Responsibilities Customers contact the ICT Service Desk using the methods described above to request a quote. Customers quote the Service Desk reference number in all correspondence after the initial Service Request contact.
ICT will review the performance of each part of the service on a quarterly basis
Reviewed
Quarterly
Monitoring System(s) Internet Self-Service: LANDesk Service Dependencies Network, LANDesk Service Desk
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Desktop, AV and Media Service SLA Access / Usage The Desktop and AV Services can only be accessed via the ICT Service Desk (1st line support). Staffed hours for team(s) supporting the service
The service closes during weekends and during all University closures. Out-of-hours service can be arranged if sufficient notice is given.
Target
Service availability
95% availability for Desktop, Media and AV services.
2nd and 3rd Line 95% availability for 2nd and 3rd Line support for desktop PCs, mobile PCs, support for desktop and tablets. and mobile PCs 2nd and 3rd Line support for AV equipment
95% availability for 2nd and 3rd Line support for AV equipment.
Computer and 90% of IT hardware will be appropriately configured and made available for other hardware collection/ delivery within 10 business days of receipt in ICT. installations Where items are held in stock by ICT, 90% of hardware associated with a logged request will be configured and made available for collection/delivery within 3 business days of the request being logged, for a single item. Quantities of 5 or above; 5 business days. Quantities of 15 and above; by agreement with the customer. Computer moves To be arranged at the time of request and depending on the complexity of the move. Software installations S tandard, authorised software: 24 hours. Non-standard software: 10 business days. Responsibilities Customers contact the ICT Service Desk to report an incident or raise a request. Customers quote the Service Desk reference number in all correspondence after the initial Service Desk contact.
ICT will review the performance of each part of the service on a quarterly basis.
Reviewed
Quarterly
Monitoring System(s) LANDesk Management Suite, LANDesk Service Desk, Global Viewer, Sophos Service Dependencies LANDesk Service Desk, Network University Policies
Network Acceptable Use Policy
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Hardware Purchasing SLA Access / Usage Log on to the ICT Service Desk and raise a Service Request for a quote for IT Hardware but not Telecoms-related hardware All Telecoms-related equipment is purchased by ICT on behalf of the University, and is covered by the Telephone Handset and Mobile Telephony Device Management services and related SLAs. Staffed hours for team(s) supporting the service
8am – 5pm (Monday – Friday) The ICT Service Desk closes during weekends and during all University closures
Target
Service availability
9.9% availability for Internet Self-service, Email and Telephone Helpdesk 9 services.
Request for quotes 90% of logged quotation requests for IT Hardware will be forwarded to University approved suppliers within 2 business days of the request being logged. Quotes
0% of logged quotation requests will be fulfilled within 2 business days of 9 receipt from the third party supplier.
Configuration and Delivery
90% of IT hardware will be appropriately configured and made available for collection/delivery within 10 business days of receipt in ICT.
Items already in stock Where items are held in stock by ICT, 90% of hardware associated with a logged request will be configured and made available for collection/delivery within 3 business days of the request being logged, for a single item. Quantities of 5 or above; 5 business days. Quantities of 15 and above; by agreement with the customer. Responsibilities Customers contact the ICT Service Desk using the methods described above to request a quote. Customers quote the Service Desk reference number in all correspondence after the initial Service Request contact.
ICT will review the performance of each part of the service on a quarterly basis
Reviewed
Quarterly
Monitoring System(s) Internet Self-Service: LANDesk Service Dependencies Network, LANDesk Service Desk
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Virtual Desktop Service SLA Access / Usage Initial contact for Incidents and Requests relating to this service is via the ICT Service Desk. Staffed hours for 8.30am – 5pm (Monday – Thursday) team(s) supporting 8.30am – 4.30pm (Friday) the service
Target
Service availability
99.9% availability for Virtual Desktop Service.
Responsibilities Customers contact the ICT Service Desk to report problems with the Virtual Desktop Service.
ICT will review the performance of each part of the service on a quarterly basis.
Reviewed
Quarterly
Monitoring System(s) Server Infrastructure monitoring (NAGIOS) Service Dependencies Network and Server Infrastructure University Policies
Network Acceptable Use Policy
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Disposal Service SLA Access / Usage Log a call on the ICT Service Desk to request disposal of IT, AV and Telecoms hardware. Staffed hours for 8.30am – 5pm (Monday – Thursday) team(s) supporting 8.30am – 4.30pm (Friday) the service The Disposal Service closes during weekends and during all University closures.
Target
Removal of IT hardware items for disposal
4 working days from the request being logged for collection of small amounts. For large quantities, a site survey will be carried out and a bespoke service will be provided – the SLA may change accordingly.
Responsibilities Customers contact the ICT Service Desk to request disposal of IT, AV and Telecoms hardware. Customers quote the Service Desk reference number in all correspondence after the initial Service Desk contact.
ICT will review the performance of each part of the service on a monthly basis.
Reviewed
Monthly
Monitoring System(s) Asset Register Master Record Service Dependencies Asset Register Master Record; LANDesk Service Desk University Policies
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Telephone Handset Service SLA Access / Usage Use a desktop telephone handset for calls, use Voice Mail for your extension number and use the Web Client (where available). Staffed hours for 8.30am – 5pm (Monday – Thursday) team(s) supporting 8.30am – 4.30pm (Friday) the service The Telecoms Team is unavailable during weekends and during all University closures unless by prior agreement
Target
Service availability
95% availability for Calls and Voice Mail and Web Client
New Voice Mail Account
80% of all logged new Voice Mail account requests will be created within 5 business days if the customer’s ID exists on the network.
Faulty Voice Mail Account
90% of all logged faults on Voice Mail accounts will be fixed within 3 business days.
New Web Client Account
80% of logged requests for new Web Client accounts will be created within 5 business days if the customer’s ID exists on the network.
Faulty Web Client 80% of all logged Web Client faults will be fixed within 8 business hours by ICT, or if Siemens are engaged to fix the fault, they will respond within 4 hours. The subsequent fix time by Siemens will depend on the complexity of the fault. New Desktop Telephone Handset
80% of logged requests for new telephone handsets will be installed and working within 5 business days if the customer’s ID exists on the network.
Desktop Telephone Handset move
90% of logged telephone handset move requests will be completed within 5 business days.
Faulty Desktop Telephone Handset
90% of all logged faults on telephone handsets will be fixed within 16 business hours.
Conference calls
95% availability for conference calls on the Siemens system.
Responsibilities Customers contact the ICT Service Desk to report incidents or raise requests relating to Telephone Handset Services.
ICT will review the performance of each part of the service on a quarterly basis.
Reviewed
Quarterly
Monitoring System(s) Service Desk reports Service Dependencies Network, Siemens University Policies
Network Acceptable Use Policy
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Telephone Call Centre Service SLA Access / Usage A Call Centre is created and goes live according to the agreed specification. Staffed hours for 8.30am – 5pm (Monday – Thursday) team(s) supporting 8.30am – 4.30pm (Friday) the service The Telecoms Team is unavailable during weekends and during all University closures unless by prior agreement
Target
Service availability 95% availability for calls to the live Call Centre during the agreed operational hours. New Call Centre 50% of logged requests for new Call Centres will be completed within 4 business weeks. New Agent access
0% of logged requests for new agents on the system will be completed 9 within 8 business hours.
Change of Recorded Message
90% of logged requests for recorded message changes in a live Call Centre will be completed within 8 business hours after the content of the message has been agreed.
Change of Options
5% of logged requests for a live Call Centre option change will be completed 7 within 5 business days.
Manager Reports
0% of Customer and Queue report outputs will be available 24 hours after the 9 Call Centre goes live.
Responsibilities
Customers contact the ICT Service Desk to request a call centre set up.
ICT will review the performance of each part of the service on a quarterly basis.
Reviewed
Quarterly
Monitoring System(s) Service Desk reports Service Dependencies Network, Siemens University Policies
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Mobile Telephony Device Management Service SLA Access / Usage Supplying a configured and managed University mobile telephone or 3G/4G enabled iPad. Staffed hours for 8.30am – 5pm (Monday – Thursday) team(s) supporting 8.30am – 4.30pm (Friday) the service The Telecoms Team is unavailable during weekends and during all University closures unless by prior agreement
Target
Mobile device or 90% of requests that require a new device or accessory will have an order accessory request placed with a University approved supplier within 5 business days of receiving the appropriate University Purchase Order. Configuration 90% of standard mobile devices will be configured and ready to be used at the University within 3 business days of receipt in ICT. Responsibilities
Customers contact the ICT Service Desk to request a mobile device.
ICT will arrange a handover date for delivery of the configured device.
ICT will review the performance of each part of the service on a quarterly basis.
Reviewed
Quarterly
Monitoring System(s) Service Desk reports Service Dependencies Network, suppliers University Policies
Network Acceptable Use Policy
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Network and Internet Access Service SLA Access / Usage Successful access to the Internet via wired or wi-fi connections.
Initial contact for incidents relating to this service is via the ICT Service Desk.
Staffed hours for 8.30am – 5pm (Monday – Thursday) team(s) supporting 8.30am – 4.30pm (Friday) the service The Network Team is unavailable during weekends and during all University closures unless by prior agreement
Target
Service availability* 97% availability for Internet Access on the University network during the supported hours stated above. 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 % does not include agreed, scheduled downtime (for maintenance, * upgrades etc.) on any ICT service by third party suppliers, contractors or ICT that occurs outside of the University’s core working hours.
Responsibilities
ustomers contact the ICT Service Desk to report problems with the Network C and Internet Access service.
ICT will review the performance of each part of the service on a quarterly basis.
Reviewed
Quarterly
Monitoring System(s) Nagios Service Dependencies Network and Server Infrastructure, External suppliers University Policies
Version 1.1
Network Acceptable Use Policy
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Network Data Point Service SLA Access / Usage Initial contact for Incidents or requests relating to this service is via the ICT Service Desk. Staffed hours for 8.30am – 5pm (Monday – Thursday) team(s) supporting 8.30am – 4.30pm (Friday) the service The Network Team is unavailable during weekends and during all University closures unless by prior agreement
Target
Service availability 97% availability for the Network Data Point Service during business hours. New network data points
20 working days depending on survey and supplier lead-times.
Re-configuring data 20 working days maximum subject to survey. points for office moves (between rooms and/or sites) Re-configuring data 3-5 working days depending on complexity. points for desk moves (within the same room) Data point repair
20 working days depending on survey and supplier lead-times.
Responsibilities
ustomers contact the ICT Service Desk to report problems with the Network C Data Point service.
ICT will review the performance of each part of the service on a quarterly basis.
Reviewed
Quarterly
Monitoring System(s) Service Desk Service Dependencies Network and Server Infrastructure, External suppliers University Policies
Network Acceptable Use Policy
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Network Login Service SLA Access / Usage Initial contact for Incidents or requests relating to this service is via the ICT Service Desk. Staffed hours for 8.30am – 5pm (Monday – Thursday) team(s) supporting 8.30am – 4.30pm (Friday) the service
Target
Service availability 99.9% availability for Network Login Service. Network login time
etwork login time average under 1 minute for standard University desktop N computers, where the user manages their logon profile.
Responsibilities
ustomers contact the ICT Service Desk to report problems with the Network C Login Service.
ICT will review the performance of each part of the service on a quarterly basis.
Reviewed
Quarterly
Monitoring System(s) Server Infrastructure monitoring (NAGIOS) Service Dependencies Network and Server Infrastructure University Policies
Version 1.1
Network Acceptable Use Policy
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Network File Storage Service SLA Access / Usage Initial contact for Incidents or requests relating to this service is via the ICT Service Desk. Staffed hours for 8.30am – 5pm (Monday – Thursday) team(s) supporting 8.30am – 4.30pm (Friday) the service
Target
Service availability 99.9% availability for Network File Storage Service. Responsibilities
ustomers contact the ICT Service Desk to report problems with the Network C File Storage Service.
ICT will review the performance of each part of the service on a quarterly basis.
Reviewed
Quarterly
Monitoring System(s) Server Infrastructure monitoring (NAGIOS) Service Dependencies Network and Server Infrastructure University Policies
Network Acceptable Use Policy
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Website Hosting Service SLA Access / Usage Initial contact for Incidents and Requests relating to this service is via the ICT Service Desk. Staffed hours for 8.30am – 5pm (Monday – Thursday) team(s) supporting 8.30am – 4.30pm (Friday) the service
Target
Service availability 99.9% availability for Website Hosting Service. Creation of Hosted websites will be created within 5 working days. hosted website Responsibilities
ustomers contact the ICT Service Desk to report problems with the Website C Hosting Service.
ICT will review the performance of each part of the service on a quarterly basis.
Reviewed
Quarterly
Monitoring System(s) Server Infrastructure monitoring only Service Dependencies Network and Server Infrastructure University Policies
Version 1.1
Network Acceptable Use Policy
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Staff Email Service SLA Access / Usage Initial contact for Incidents and Requests relating to this service is via the ICT Service Desk. Staffed hours for 8.30am – 5pm (Monday – Thursday) team(s) supporting 8.30am – 4.30pm (Friday) the service
Target
Service availability 99.9% availability for Staff Email Service. Service agreement (Microsoft)
http://windows.microsoft.com/en-gb/windows-live/microsoft-servicesagreement
Responsibilities
ustomers contact the ICT Service Desk to report problems with the Staff C Email Service.
ICT will review the performance of each part of the service on a quarterly basis.
Reviewed
Quarterly
Monitoring System(s) Microsoft Service Health and newsfeed Service Dependencies Network and Server Infrastructure, External suppliers University Policies
Network Acceptable Use Policy
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Student Email Service SLA Access / Usage Initial contact for Incidents and Requests relating to this service is via the ICT Service Desk. Staffed hours for 8.30am – 5pm (Monday – Thursday) team(s) supporting 8.30am – 4.30pm (Friday) the service
Target
Service availability 99.9% availability for Student Email Service. Service agreement http://www.google.com/apps/intl/en/terms/education_terms.html (Google) Responsibilities
ustomers contact the ICT Service Desk to report problems with the Student C Email Service.
ICT will review the performance of each part of the service on a quarterly basis.
Reviewed
Quarterly
Monitoring System(s) Google Status web page Service Dependencies Network and Server Infrastructure, External suppliers University Policies
Version 1.1
Network Acceptable Use Policy
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Corporate Application Hosting Service SLA Access / Usage Initial contact for Incidents and Requests relating to this service is via the ICT Service Desk. Staffed hours for 8.30am – 5pm (Monday – Thursday) team(s) supporting 8.30am – 4.30pm (Friday) the service
Target
Service availability 99.9% availability for Corporate Application Hosting Service. Corporate Application Timescales for the creation of hosting for Corporate Applications will be notified Hosting creation in the project work package. Responsibilities
ustomers contact the ICT Service Desk to report problems with the Corporate C Application Hosting Service.
ICT will review the performance of each part of the service on a quarterly basis.
Reviewed
Quarterly
Monitoring System(s) Server Infrastructure monitoring only Service Dependencies Network and Server Infrastructure University Policies
Network Acceptable Use Policy
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Corporate Information Systems Services SLA Access / Usage Successful use of any Main or Ancillary Corporate Information System at the University. Initial contact for incidents or requests relating to these systems is via the ICT Service Desk. Staffed hours for 8.30am – 5pm (Monday – Thursday) team(s) supporting 8.30am – 4.30pm (Friday) the service The Corporate Systems Team is unavailable during weekends and during all University closures unless by prior agreement
Target
Service availability
99.7% availability for Main and Ancillary Corporate Information Systems.
Requests for Information
90% of all logged information requests will be responded to by a member of the Corporate Information Systems Team within 2 business days.
System Updates 95% of logged systems update requests will be responded to by a member of the Corporate Information Systems Team within 2 business days. Consultation will take place and a project mandate written and placed in the project pipeline within one calendar month. Incidents
95% of logged incidents will be responded to by a member of the Corporate Information Systems Team within one business day of receipt.
New System requests 95% of logged new system requests will be responded to by a member of the Corporate Information Systems Team within one business day of receipt. Consultation will take place and a project mandate written and placed in the project pipeline within one calendar month of receiving the request.
Capital requests cannot be completed in-year due to financial constraints.
Integration requests 95% of logged integration requests (links between two existing systems) will be reviewed by the Corporate Information Systems Team within 5 business days. A delivery schedule will be written and presented within 10 business days. Responsibilities Customers must contact the ICT Service Desk to report an incident or raise a request for any Main or Ancillary Corporate Information Systems Service.
ICT will review the performance of each part of the service on a quarterly basis.
Reviewed
Quarterly
Monitoring System(s) ICT Service Desk reports, Project Management Highlight reports, Pipeline Progress reports Service Dependencies Network and Server Infrastructure, External suppliers, Procurement University Policies Version 1.1
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New Corporate Information System Request Service SLA Access / Usage Provision of technical staff during the process of requesting, reviewing and implementing new Corporate Information Systems. To gain access to this service, please email your request to the Head of Corporate Information Systems. Note: the email title needs to start with REQUEST: so they can be easily identified. Note that the decision to implement new systems is subject to approval from a University governing body. Staffed hours for 8.30am – 5pm (Monday – Thursday) team(s) supporting 8.30am – 4.30pm (Friday) the service The Corporate Information Systems Team (CIS) is unavailable during weekends and during all University closures unless by prior agreement
Target
Service availability
90% availability for Technical support.
Requests 90% of new system requests will be assigned to technical staff support and responded to within 5 business days of the request date. Review 90% of new system requests will be reviewed within 4 business weeks from the request date. Consultancy/Advice 95% of Consultancy/Advice requests will be responded to within 1 business week from the request date. New System approval
50% of successfully reviewed new system requests will be scheduled for governance approval within 2 business weeks of the review date.
Responsibilities Customers contact Head of Corporate Information Systems with a request. Title of any emails must start REQUEST; in order to be identifiable as a new system request.
CIS assign a technical member of staff to review the request.
CIS staff member review the request (in conjunction with the requestor and other stakeholders as necessary). Upon successful review, CIS staff member will submit any new system requests for approval. Upon successful approval, CIS staff member will assist and support the subsequent project as required. Reviewed
Quarterly
Monitoring System(s) Project Checkpoint Reports Service Dependencies Alignment with University’s Strategic Plan Alignment with ICT Strategic Plan Alignment with Departmental Strategic plan(s) Governance Approval Capital Planning (budget constraints) University Policies
UOB IT Data Security Policy
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