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Information Technology Services

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Information Technology ServicesInform

     Information Technology Services

    Information Technology Services

    Student IT Services SLA This Service Level Agreement defines the levels of service provided by Information Technology Services to Students of Victoria University of Wellington in support of their core information technology requirements

JUNE 2010

VERSION: FINAL

Table of Contents

    1. INTRODUCTION.................................................................................................................................................................. 3 1.1 Purpose........................................................................................................................................... 3 1.2 ITS Student Core Services Catalogue ................................................................................................... 3 1.3 ITS Student Support Hours ................................................................................................................ 3 1.4 Service Relationship .......................................................................................................................... 3 2. SERVICES PROVIDED ......................................................................................................................................................... 4 3. SERVICE AVAILABILITY & SUPPORT ................................................................................................................................ 5 3.1 Systems Maintenance ........................................................................................................................ 5 4. MANAGEMENT OF SERVICES ............................................................................................................................................. 6 4.1 Overview ......................................................................................................................................... 6 4.2 Contact with the ITS Service Desk ....................................................................................................... 6 4.3 Request for Service Process ............................................................................................................... 6 4.4 Service Escalation ............................................................................................................................. 6 5. SERVICE LEVEL RESPONSE TIMES .................................................................................................................................... 7 5.1 Priority Levels .................................................................................................................................. 7 5.2 Resolution Time................................................................................................................................ 7 5.3 Service Levels .................................................................................................................................. 7 6. PERFORMANCE MEASURES ................................................................................................................................................ 8 7. REPORTING REQUIREMENTS ............................................................................................................................................ 9 8. APPENDIX B - DEFINITIONS, ACRONYMS AND ABBREVIATIONS ................................................................................10 9. APPENDIX C - SUPPORTING DOCUMENTATION ............................................................................................................11

ITS Student IT Services SLA Page 2 of 11

    1. Introduction

    1.1 Purpose

    The purpose of this Service Level Agreement (SLA) is to define the levels of services provided by

    Information Technology Services (ITS) to students of Victoria University of Wellington (VUW) in

    support of their core information technology requirements.

    This document:

     Summarises the services as detailed in the ITS Student Core Services Catalogue

     Describes the service management process

     Defines the service levels and performance measures for each service

     Outlines the reporting to be provided.

    1.2 ITS Student Core Services Catalogue

    This SLA should be read in conjunction with the ITS Student Core Services Catalogue. The

    catalogue describes each of the services provided by ITS in detail as well as any service exclusions.

    1.3 ITS Student Support Hours

    ITS provides Video Kiosk, Email and Self Service support during the core student support hours of:

     8am 8pm Monday to Thursday

     8am 5:30pm Friday

     1:30pm 5:30pm Saturday and Sunday.

    ITS also provide phone support Monday to Friday 8.00am 5.30pm

    All services described in this SLA are available and fully supported during core student support

    hours.

    Note: Support hours exclude public and VUW holidays where the Library is closed. The ITS

    Service Desk is closed between 3.00pm and 4.00pm on Thursdays for Staff training requirements

    1.4 Service Relationship

    ITS are the in-house information technology service provider for Victoria University. ITS supplies

    proactive and reactive technology support services and is backed up by external service providers

    through support maintenance agreements.

    ITS is committed to helping customers achieve their objective using appropriate technologies. To

    achieve this, ITS has adopted a partnering approach to its customer relationships. This is based

    on:

     An open and constructive communication style

     A commitment to, and promotion of, a customer service ethos

     A proactive and shared approach to problem solving

     Ensuring each partner understands their roles and responsibilities in relation to this

    agreement.

    ITS Student IT Services SLA Page 3 of 11

    2. Services Provided

    The services provided under this SLA are:

    [Refer to the ITS Student Core Services Catalogue for detailed service descriptions].

This service provides students access to University IT Access @ Vic

    services at VUW by allocating a secure individual username and password.

    ITS provides all students with a myVUW email account. The myVUW Email Account

    account includes 10GB of storage and is accessible on any

    computer with an internet connection.

    Students can connect personal laptops and mobile devices to wirelessVic VUW IT and internet resources using wirelessVic, the VUW wireless network.

    ITS provide students with easily accessible file storage for all Files @ Vic

    course related materials. Storage is available from within the

    University on all ITS student computers and externally via the internet.

    All ITS student computers are connected to a network Printing @ Vic

    printer for student use. Printing for students is charged per

    page.

    To support students utilising their own laptop entry level Laptops @ Vic

    support for personal laptops during the following Laptop Clinic hours

    Rankine Browne 10am 12pm Mon, Wed and Fri

    Pipitea 10am 12pm Tues and Thurs

    Karori 10am 12pm Tues and Thurs

    All ITS student computers and personal laptops accessing Internet @ Vic

    the Victoria University student network are connected to a

    high speed internet connection when logged on using a valid

    student account.

    All ITS student computers are configured with a standard PCLabs @ Vic

    operating environment. This environment allows students to

    log on to any ITS student computer and receive the same look and feel. Application selection varies depending on what teaching is occurring in the room.

    ITS Student IT Services SLA Page 4 of 11

3. Service Availability & Support

    ITS aims to provide a high level of service availability with no planned outages during business

    hours (8.00am 5.30pm Monday to Friday). Most services are available after hours (outside core

    business hours), however, only a few are supported. The services that are supported after hours

    are for severity 1- critical calls only (see the Priority Table in section 5 of this document).

    The following table outlines availability and support for each service:

    ; ; ; ; Access @ Vic

    ; myVUW Email Account ; ; ;

    ; wirelessVic ; ; ;

    ; ; Files @ Vic ; ;

    ; Printing @ Vic ; ; ;

    Laptops @ Vic (see section 2 for ; ; X X support times)

    ; Internet @ Vic ; ; ;

    PCLabs @ Vic ; ; ; X

    Note: The services that are supported after hours are for Severity 1 (critical calls) only (i.e. affecting a large

    group of students >50).

3.1 Systems Maintenance

    The following events may impact on service availability:

     Planned maintenance windows ITS is required to update and maintain the technical

    infrastructure on a regular basis. The agreed change windows for this work are:

    o Tuesday 5.00am 7.00am

    o Sunday 6.00am 10.00am

     Critical system maintenance From time to time critical maintenance, such as urgent

    security patches may need to be performed within business hours which may impact on

    service availability. Students will be notified via MyVictoria announcements and all attempts

    will be made to minimise the business impact of the changes.

    ITS Student IT Services SLA Page 5 of 11

4. Management of Services

4.1 Overview

    All contact with ITS regarding services described in this SLA will be through the ITS Service Desk.

    This is to ensure all issues are logged and can be reported on for performance reporting purposes

    and the agreed escalation and service levels can be instigated and managed.

4.2 Contact with the ITS Service Desk

    Students can request information or support from ITS via the following methods -

     Visiting an ITS Video Support Kiosk

     Online Support Form: http://www.victoria.ac.nz/its/helpform.aspx

     Email: ITS-Service@vuw.ac.nz

     Phone: 04 463 5050

     Website: http://www.victoria.ac.nz/its

    ITS Service Desk staff are trained in call escalation and resolution processes and are aware of call

    priorities and key business issues. Please see section 1.3 for ITS student support hours.

4.3 Request for Service Process

    The ITS Service Desk will set the priority level and nature of the call at the time calls are logged.

4.4 Service Escalation

    All enquiries or issues for services supported by ITS at VUW are logged via the ITS Service Desk.

    The following table outlines the escalation path for VUW customers if ITS related incidents or

    services are not resolved within agreed service levels.

Client Services Manager 1st point of escalation for incidents related to student

    services and service delivery issues Janet Hunt Extn 6060

    Relationship Services Team 2nd point of escalation for incidents related to student

    services and service delivery issues Grae Hunter Extn 9480

    Service & Operations Group Manager Final point of escalation for all service issues

    Peter Borich Extn 5116

ITS Student IT Services SLA Page 6 of 11

5. Service Level Response Times

    This section describes the priority levels and response times for all calls logged with the

     ITS Service Desk.

5.1 Priority Levels

Severity 1 - Critical Problem or outage affecting a large group of customers (>50),

    business critical functions or essential services.

    Severity 2 - Urgent Customer cannot perform normal business function due to problem.

    Severity 3 - High Customer is significantly inconvenienced by an issue but can work

    around it until resolved.

    Severity 4 - Service Request Customer requests a service.

5.2 Resolution Time

    Resolution time is the time taken from logging a call in the request tracking system, to the

    restoration of the service.

    Note: Where the resolution is dependent on the services of an external provider, ITS will ensure that the

    resolution by an external provider is not unreasonably delayed, but cannot guarantee the timeliness of the

    external provider’s response.

5.3 Service Levels

    Core Business Hours - ITS will achieve the following service levels.

Resolution Time 2 hours 4 hours 3 days 7 days

    Percentage met 95% 95% 95% 95%

    After Hours - ITS will achieve the following service levels.

Response Time 1 hour N/A N/A N/A

    Resolution Time Best endeavours N/A N/A N/A

ITS Student IT Services SLA Page 7 of 11

6. Performance Measures

    The following tables outline the performance measures to be achieved by ITS in the delivery of

    the core services.

    Call Management 100% of calls logged in the Calls answered in a polite and

    request tracking system helpful manner

    Incident Management First point of contact resolution Incidents managed in

    ?75% accordance with Section 5 of

    this document Agreed service level response

    times are met Agreed escalation procedures

    are followed

    Maintain PCLabs Standard Service Request SOE maintained to agreed

    timeframes are met as per standard ; Deployment of existing

    trimester software upgrade Software Major changes to the SOE calendar communicated to VUW ; Deployment of new Students Software

    Service Availability 99.5% availability with no All outages are pre-planned

    planned outages during and within agreed change ; myVuw Email

    business hours windows or agreed to by ; Files @ Vic interested parties (excluding agreed change ; Printing @ Vic windows) Systems perform to agreed

    standards ; Internet @ Vic

     ; wirelessVic

    File Restoration Restoration timeframes agreed Full file back-up performed

    with customers in line with once a fortnight Restoration of files from the

    service level response times student H Drive Incremental back-up

    performed every other day

ITS Student IT Services SLA Page 8 of 11

7. Reporting Requirements

    The following sections outline the reporting provided as part of the service level agreement.

    Reports will be provided on a quarterly basis to the SSALAC.

Service Availability Availability statistics for each of the Email, File, Print , Internet and

    Network services

    Response to requests covered Respond within target timeframe for ? 95% of requests in the Student Service Level

    Agreement

    Percent of students satisfied ? 85% with the service they received

    Number of student computers Increase by 10% available within the RB Library

ITS Student IT Services SLA Page 9 of 11

8. Appendix B - Definitions, Acronyms and Abbreviations

    Definition of terms, acronyms and abbreviations used in this document.

CSU Central Service Unit

    Hardware The physical components of a computer/laptop ITS Information Technology Services N/A Not Applicable

    PC Personal Computer

    Service Catalogue A ‘menu’ of services documented for a target audience Service Catalogue Entry The collated information on a specific service as documented in a service catalogue SLA Service Level Agreement

    Software Applications, drivers or operating systems that perform a specific task to make a computer functional SOE Standard Operating Environment VUW Victoria University of Wellington Wireless A way of connecting a computer/laptop to a network to gain access to resources

ITS Student IT Services SLA Page 10 of 11

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