Information System Services Trinity College Dublin 2 Service Level Descriptions

Transcription

1 Information System Services Trinity College Dublin 2 Service Level Descriptions Service Level Descriptions Page 1

2 Author(s) Lee Mills Date 10 July 2015 Version 3 ISS Document Approval and Sign Off Name Role Date Version Katrina McCall Systems 19/4/ Michael McGrath MIS 27/4/ Sara McAneney IT Security 27/4/ Stephen Elster MIS 8/5/ David Gough PACR 8/5/ Colin McCabe AVMS 8/5/ Jim Cumiskey PMO 8/5/ Kevin Kiely MIS 8/5/ Dermot Frost HPRC 9/5/ Noreen Murray MIS 9/5/ Sinead Sheils User Support 9/5/ Dermot Frosy Research IT 10/7/ Service Level Descriptions Page 2

3 Index of Services Selected services are included in the Service Level Description document: Service category User Support and Liaison Collaboration and Communication Desktop and Software User Support and Liaison User Support and Liaison Desktop and Software IT Security and Identity Management Learning and Teaching Spaces and Services Corporate and Administrative Services Networks Collaboration and Communication Desktop and Software Research IT Service type & name Helpdesk (College Staff) Staff Windows Workstations Support Guides, News and PR IT Skills Development Site Licence Software IT Security Audio Visual Support in Lecture Theatres and Seminar Rooms Generic Service Description Generic Service Description (College Students) Student Computing Room Windows & MAC Workstations Generic Service Description In IS Services the catalogue classifies our services into: 10 service categories broad areas o Corporate and Administrative Services o Collaboration and Communication Services o IT Security and Identity Management o User Support and Liaison o Desktop & Software Services o Research IT o Learning and Teaching Spaces & Services o Networks o Information Services o Data Management Services Around 71 service types large services or service areas; Around 275 service components of the large services. Service Level Descriptions Page 3

4 Service Level Descriptions Service Level descriptions are provided and are a means by which ISS, as the service provider, articulates in plain English what we deliver for the College community, our customers. For the selected services we defined the following: Service category Service Catalogue broad area categorisation Service type & name as noted in the Service Catalogue What the service is in plain english features and functions as they relate to the end user. The member of IS Services who is responsible for the service Details of who can use the service & how users can avail of the service Details of any service delivery targets pertaining to the service What are the contact details for end user requests and support for the service. What are the contact details of the appropriate IS Services staff if an end user wants to escalate issues with the service. Location of additional information for end users in regard to the service. Details of the reporting and monitoring for the service Service Level Descriptions Page 4

5 Service category User Support and Liaison Service type & name Helpdesk The Helpdesk acts as a central point of contact for IS Services support for all College staff and students, on site and supported off campus locations at the Trinty Centres in St. James Hospital & Tallaght Hospital, School of Nursing in D Olier street, College Green and Foster Place. on any issues relating to their accounts, the network, , Internet, their TCD funded PCs or Macintoshes or peripherals ( bought from college preferred suppliers), supported software, use of applications or general IT queries. It is the responsibility of the Helpdesk to respond to contact in a timely manner, record all calls, diagnose and troubleshoot calls or if necessary call out or pass onto the appropriate second line support team for action and manage the clearance of faults within the approved service levels. The Helpdesk provides notice and information to customers on any planned changes to or unavailability of systems or services supported by IS Services. User Support Team Leader Via telephone, , web portal and personal visit. Telephone/ /web portal: Weekdays, 9am 5pm Personal Visit: Monday, Wednesday and Friday 10am to 1pm & Tuesday and Thursday 2pm to 5pm. 75% of all phone calls answered within 15 minutes. All s responded to within 24 hours. Personal Visitors seen within 10 minutes wait time. New network requests completed within 5 working days. Guest Wifi Account requests completed within 5 working days User Support Team Leader or Support Services Manager Service Level Descriptions Page 5

6 Service category Collaboration and Communication Service type & name (College Staff) IS Services provides service to staff which includes: an infrastructure to enable service delivery and storage provision of client software to allow users to read and send messages mailing list creation and management anti spam filtering virus detection and blocking account provisioning facilities to change password, forward to another address, set an auto reply message when out of office, facility to find other staff and student addresses online documentation on the use of the service. support of users with queries relating to received via the Helpdesk Systems Team Leader 365/24 x 7 excluding scheduled interruptions for maintenance and essential change planned for At Risk period (Thursdays 8am to 10am). The service can be accessed from any workstation on campus connected to the network, or from any workstation off campus which connects to the Internet or via Mobile Outlook Access using a Mobile Device. IMAP\POP\SMTP Protocols are also available for use with the College Service. Exchange Service Availability: 98% SPAM Control: filter to remove at least 95% spam Virus Control: delivery of zero viruses. Systems Team Leader Senior IT Manager Service Description and Expectations Document Statistics and usage information is available from MessageStats Service Level Descriptions Page 6

7 Service category Desktop and Software Service type & name Staff Windows Workstations The Staff Workstations service for College owned Windows workstations includes: Desktop Support Diagnose/troubleshoot desktop and software application issues Account management including password resets, account unlocks and Workstation Administration Accounts. Provision of desktop and laptop images for the preferred College Desktop and Laptop supplier. Registration of new workstations, printers and peripheral devices on the College Network and provision of configuration instructions for the users. Provision of centrally managed anti virus solution to staff workstations Software installations, including the managed rollout of critical windows updates to staff workstations Data transfer to and from staff workstations Advice on procurement of workstations. Hardware support for College owned Dell computers under warranty and College owned peripheral devices. User Support Team Leader For Windows workstation support issues User Support Staff are available during core college working hours except for College closure days. New workstations from College Supplier to be delivered within 10 working days Daily checks anti virus checks for managed workstations Monthly MS Windows updates circulated to managed workstations User Support Team Leader\Support Services Manager (Purchasing Desktops) (Purchasing Laptops) (Network connection) (MS Windows Support Statement) (MS Office Support Statement) Reporting on the workstation service is available via SMS Windows management tool and epo anti virus management tool. Service Level Descriptions Page 7

8 Service category User Support and Liaison Service type & name Support Guides, News and PR IS Services provides online help and information and printed documentation to support the College community in making effective use of IT resources. The service includes: Printed guides and posters for staff and students describing the range of services available and outlining how support for using these services can be obtained. Comprehensive online help and information website ( with detailed technical information on services and applications provided by ISS An alerts and news service on topics such as planned and unplanned interruptions to service and announcements about the availability of new services, purchasing agreements, IT training schedules Information on policies relating to the use of IT at College Easy access online forms for example for requesting setup of forwarding, network connection, conference support and public information screen installation ISS Blog and a short newsletter style update to the College community each semester. User Communications Team Leader 365/24 x 7 for all online information, excluding scheduled interruptions for maintenance and essential change planned for At Risk period (Thursdays 8am to 10am). At least 3 new Blog entries each week. Short newsletter update to College once each semester. Alerts published at least 48 hours prior on planned service outages. Printed materials updated annually for the start of each Academic Year. User Communications Team Leader Support Services Manager (ISS Website) (ISS Twitter) (ISS Blog) Communications Strategy Document. Web logs provide statistical information on ISS Website usage. Service Level Descriptions Page 8

9 Service category User Support and Liaison Service type & name IT Skills Development IS Services aims to provide High quality training resources and courses in the effective use of IT for College Staff and Research Postgraduates. Providing a range of IT induction courses covering basic computer usage at College for new College staff, Undergraduate and Taught Postgraduate students. Promoting and advertising the availability of IT training resources for the College community. Providing an easy to use web based portal for IT training for example to booking places on courses, provide information online about the content and level of courses so that users can choose courses appropriate to their needs Identifying and developing new courses to reflect the changing demands of the College community. Offering and providing desktop coaching and follow up support to staff and students attending training courses. Responding promptly to requests for courses outside the published schedule and, where resources permit, provide such courses. Manage the provision of access to online Microsoft training material for staff and students. User Communications Team Leader IT Training portal Available 365/24x7 The timetable of courses is published three times a year. Requested non scheduled courses are planned on demand. Online course evaluation forms for each scheduled course are completed. The aim is achieve a 90% satisfaction rating. All course bookings will be acknowledged by e mail immediately and an reminder is sent one week prior to the course to confirm attendance. All requests for unscheduled course will be responded to within 5 working days with a confirmation as to whether the course can be delivered. User Communications Team User Communications Team Leader Support Services Manager Course evaluation forms are completed for each session. Service Level Descriptions Page 9

10 Service category Desktop and Software Service type & name Site Licence Software Administration of site licenses on behalf of Trinity College Dublin. The service includes the procurement from reputable application service providers, contract negotiation, contract signing and the storage of the license agreement and software. Distribution of site licence software to eligible staff and students of the College in compliance with the licensing terms and conditions. Installation of site licence software for use in the Public Access Computer Rooms and Lecture Theatres. Provision of an up to date online information and a Software Catalogue which details all information relating to a) software available under the site licence, b) software installed in the Public Access Computer rooms and details information on c) software not covered under TCD site licenses but available to staff or students on academic discount programmes such as the Microsoft Select Agreement or CHEST (Combined Higher Education Software Team). Provision of advice to staff and students on software, procurement, licensing terms and conditions, installation and use. Support Services Manager The software catalogue is available online on ISS website. Software media requests are available via the ISS Helpdesk Software media requests should be fulfilled within 5 working days Request for new Site Licence Software will be assessed and a response made within 20 working days. Support Services Manager (Staff Software) (Student Software) None Service Level Descriptions Page 10

11 Service category IT Security and Identity Management Service type & name IT Security The IT Security Service ensures a secure IT environment for College and includes: IT Security Incident Response Management. Providing relevant timely advice and information to the College community on IT Security related Issues. Maintenance of the College wide Information Security Policy and related supporting policies. Maintenance of the College IT Disaster Recovery Plan Ensuring that College networks, computer systems, and data are secured in adherence with the global IT Security standard ISO Comprehensive IT Security Reviews of College IT Systems and Networks Planning and integration of security related products in the IT infrastructure Project Management of IT Security related projects Security Consultancy to major College IT projects including but not limited to; Design Phase Security specifications, participation in competitive dialogue, Security Architecture sign off and Post Implementation review. College IT Security Officer Available Normal Office Hours and out of hours in emergency situations. Annual reviews of IT Security Policies and critical College systems will be performed. All reported Security incidents will be followed up within 24 hours of being reported to the IT Security Officer. Security Reviews of College Systems will be completed on request by the System Owner. Requests for IT Security Reviews and all requests for general IT Security Consultancy (submitted via the helpdesk) will be followed up within 5 working days. Director of IS Services & College Secretary Monthly IT Security status reports to the Director of Information Systems Services. Service Level Descriptions Page 11

12 Service category Learning and Teaching Spaces and Services Service type & name Audio Visual Support in Lecture Theatres and Seminar Rooms Provision and support of the Audio visual equipment AVMS Chief Technical Officer AVMS facilities operable and available 99% during College term times within College core hours. Support Services Manager A full list of these rooms and the AVMS equipment available is available at Maintenance reports from Fitting Image done three times per year after maintenance visits on faults, issues to be addressed, checks done on equipment, work completed. Reports on AV equipment outages attended by ISS and 3 rd party support Service Level Descriptions Page 12

13 Service category Corporate and Administrative Services Service type & name Generic IS Services provides the following services to the administrative and academic departments of College and the Library: Assistance in software package procurement, installation and commissioning of systems Development of packages or augmentation of facilities on existing packages Data integration services Software support Database installation, management and support Hosting of software systems and administration of the backend hardware and systems Documentation Training MIS Manager IS Services endeavour to ensure continuous operation of corporate services 24 X 7 (excluding scheduled interruptions for maintenance and changes). Staff are available during College hours to support systems. IS Services provides second line support services for systems. IS Services provides project management timelines for all projects relating to procurement, installation, configuration, testing, and development and endeavours to ensure these timelines are maintained. Any hosted systems will be administered by IS Services i.e the hardware and software will be regularly patched* and maintained in terms of updates and the system will be backed up regularly, allowing for disaster recovery. This includes Databases. (NB * Patches are not available for some legacy systems) MIS Manager PMO reporting standards in place for project teams, steering committees and departments requiring the service. Incident Reports from the Helpdesk logging system (Remedy) regarding support incidents. Service Level Descriptions Page 13

14 Service category Networks Service type & name Generic IS Services provides managed wired and wireless network infrastructure, appropriate teaching, research and administrative needs. Day to day management of over 150 data communications facilities. These facilities active switching equipment required to connect local offices and departments to the main College network. Day to day management of a high performance multi gigabit fibre optic network backbone which links all departments to the national network backbone. Management of connections to remote College sites such as Trinity Centre St. James Hospital, Trinity Centre Tallaght Hospital, School of Nursing D Olier Street, Riada/Foster Place, Dartry Hall of residence complex, Santry Book Repository, Apollo House, Goldsmiths, Westland Square, Trinity Enterprise Centre and 7 9 South Leinster Street. Management of the wireless network. Provision of a firewall which serves as the security boundary between TCD s network and the internet. To ensure continuous availability of the network through appropriate monitoring and an ongoing programme of continuous improvement and infrastructure upgrades. Network Manager IS Services endeavour to ensure continuous operation of network services 24 X 7 (excluding scheduled interruptions for maintenance and changes). Staff are available during College hours to support the service. Network uptime 99.9% Installation of a new data point will be completed within 5 working days following the receipt of the order, unless delayed by major building work or unavailability of access to the cable route. Firewall additions are resolved within 5 working days. Network Manager Collation of network services usage statistics and reports are available. Incident Reports from the Helpdesk logging system (Remedy) regarding support incidents. Service Level Descriptions Page 14

15 Service category Collaboration and Communication Service type & name (College Students) IS Services manages an outsourced collaboration environment for students called MyZone (Google Apps for Education). All College students are provisioned with a College address (student@tcd.ie) for life and filestorage space. Student s connect to the services via The following services are available: Gmail Google Calendar Google Docs Google Sites Google Talk Google Book Google Chrome Sync Google Groups Google Latitude Google Wallet and User Managed Storage Google Reader Google Maps Google News Google Translate IS Services Director 365/24 x 7 excluding scheduled interruptions for maintenance and essential change SPAM Control: filter to remove at least 95% spam Virus Control: delivery of zero viruses. Google Support Support Services Manager Senior IT Manager Google Administation Console provide usage information for MyZone Service Level Descriptions Page 15

16 Service category Desktop and Software Service type & name Student Computing Room Windows & MAC Workstations IS Services provisions and maintains over 800 Windows and Macintosh computers for student use on campus and at a number of remote College locations. All Student Computing Rooms contain the standard software portfolio which facilitates all general computer usage requirements such as internet access, standard MS Office applications and site licenced software, for example SPSS. Computing Rooms also have specialist software portfolios specific to each room of software requested by Academic Staff for teaching and learning. Public Access Computing Rooms Team Leader Attendants supporting the rooms provide on call cover during the hours of 8am to 10pm, Monday to Friday. The College computer rooms have varied specified opening hours. Daily checking of the lecturer s computer and projector in each room to ensure full equipment functionality. Regular checks on all other machines in each room to ensure equipment is operational, that the required applications are installed and configured. Room signage is checked weekly. Hardware is replaced in 5 year lifecycle. Annually request updates to the software portfolio and ensure new workstations images are available for each Academic Year configured. Support Services Manager Monitoring software (Labstats) is used to manage the computers and record usage of the rooms. Service Level Descriptions Page 16

17 Service category Research IT Service type & name Generic Research IT provides the research community of College with resources and expertise to enable their research in computational science and engineering. Research IT also manages or participated in managing large scale infrastructure and research programs. The following services are available: High Performance Compute Services Parallel computing, GPGPU computing Large memory nodes Linux platform for research, Cloud computing High Performance Computing storage High Speed parallel file system to compute service, Research Storage, Cloud storage, Long term data storage and management for research projects Visualisation services Bespoke and off the shelf 3D viz for research data, Videoconferencing facility Equipment hosting Fully managed service for research groups, Unmanaged service (under specific agreements), Web site hosting Code development and optimisation Scientific and numerical coding, Bespoke IT systems for research (e.g. BIMS, TILDA, Chancery) Lecturing MSc in HPC, MSc in Finance Research Support Grant proposal preparation, Procurement of IT systems and software Research IT Manager We endeavour to ensure continuous operation of research services 24 X 7 (excluding scheduled interruptions for maintenance and changes). Staff are available during College hours to support systems. Resources and services are available to researchers both within TCD and to the wider Irish Research Community. There are restrictions to accessing some of these resources, and the usage policies are detailed at: Research IT Manager Graphs show live update on the facilities managed by the Centre:. Service Level Descriptions Page 17