Information Technology (IT) Services Business Service Catalogue

Transcription

1 Infrmatin Technlgy (IT) Services Business Service Catalgue

2 Business Service Catalgue Cntents PURPOSE OF DOCUMENT 4 SERVICES SUMMARY 5 IT SERVICES AND SERVICE OFFERING TEMPLATES 8 1. IT SERVICES COMMUNICATION SERVICES CENTRAL TELEPHONY SERVICES Errr! Bkmark nt defined CONFERENCING Errr! Bkmark nt defined DESKTOP TELEPHONES Errr! Bkmark nt defined HOMEWORKING Errr! Bkmark nt defined MOBILE PHONE BUSINESS SERVICES SERVICE HR APPLICATION Errr! Bkmark nt defined SAP APPLICATION Errr! Bkmark nt defined FINANCE APPLICATION Errr! Bkmark nt defined OFFICE APPLICATIONS BUSINESS PROCESSES Errr! Bkmark nt defined WEB SERVICES Errr! Bkmark nt defined PERSONAL COMPUTING SERVICES DESKTOP PC LAPTOP PC Errr! Bkmark nt defined COMPUTING ACCESSORIES PDA SERVICES PRINTER SERVICES CENTRAL IT SERVICES CENTRAL PRINTING HOSTING SERVICE Errr! Bkmark nt defined REPORTING Errr! Bkmark nt defined SECURITY & ACCESS CONROL SERVICE DESK & SUPPORT SERVICES Errr! Bkmark nt defined STORAGE SERVICES Errr! Bkmark nt defined.

3 Business Service Catalgue 1.5. PROFESSIONAL IT SERVICES ACCOUNT MANAGEMENT Errr! Bkmark nt defined CONSULTANCY Errr! Bkmark nt defined DEVELOPMENT Errr! Bkmark nt defined PROJECT MANAGEMENT Errr! Bkmark nt defined TRAINING 47 NON IT SERVICES HIEARCHIES 51

4 Business Service Catalgue PURPOSE OF DOCUMENT This dcument cntains a sample f the full Service Catalgue.

5 Business Service Catalgue SERVICES SUMMARY Three tiers f Service Catalgue. User Request Prtal Self Service prtal fr users t request Services Business Service Catalgue Summary Service Infrmatin fr Business Managers Technical Service catalgue Full Service infrmatin fr Technical Managers Page 5

6 Business Service Catalgue Page 6

7 Business Service Catalgue IT Services Hierarchy Page 7

8 Business Service Catalgue IT SERVICES AND SERVICE OFFERING TEMPLATES The Service Catalgue functinality prvided in assyst is an intuitive and pwerful feature which allws Custmers t easily and quickly cnstruct a Service Catalgue that reflects their business requirements. Axis prvides a set f template Services and Service Offerings t help Custmers quickly and easily implement their Service Catalgue. The fllwing table lists all f the template Services and Service Offerings that Axis prvide as standard with assyst. These templates can be used straight ut f the bx if required r used by Custmers as the fundatin f their wn bespke Service Catalgue structure. Nte: The full versin f this dcument cntains details n all f the Services and Service Offerings cntained in the table belw, in this sample versin nly the entries highlighted cntain actual detail. Parent Service Service Service Offering Cmmunicatin Services This Service prvides Cmmunicatin equipment and Services that Users require t allw them t Cmmunicate internally and externally as required fr business purpses. Central Telephny Services Cnferencing This service prvides telephny slutins fr the rganisatin. Cnferencing Services prvides access t a range f services that supprt cllabratin acrss dispersed teams and with 3rd parties Prvide Autmatic Call Detectin Change Autmatic Call Detectin Retrieve Autmatic Call Detectin Prvide Telephne Cnferencing Prvide Vide Cnferencing Prvide WEB Cnferencing Desktp Telephne Prvides users with the facility t easily make and receive telephne calls t any phne number in the wrld via a desk phne. Prvide Desktp Telephne Change Desktp Telephne Page 8

9 Business Service Catalgue Available t users n demand between 08:00 and 18:00 Mnday t Friday Supprt is available frm the Service Desk. Mve Desktp Telephne Retrieve Desktp Telephne Hmewrking Mbile Phne A service bundle that allws Users t access all necessary business applicatins fr their hme. This will permit users t wrk frm hme as if they were in the ffice. Available t users n demand between 08:00 and 18:00 Mnday t Friday Supprt is available frm the Service Desk. Prvides users with the facility t easily make and receive telephne calls t any phne number in the wrld via a desk phne. Available t users n demand between 08:00 and 18:00 Mnday t Friday Supprt is available frm the Service Desk. Prvide Hmewrking Capability Upgrade Hmewrking Capability Prvide Mbile Accessry Prvide Mbile "Gld" Prvide Mbile "Silver" Prvide Mbile "Brnze" Change Mbile "Gld" Change Mbile "Silver" Change Mbile "Brnze" Retrieve Mbile "Gld" Retrieve Mbile "Silver" Retrieve Mbile "Brnze" Page 9

10 Business Service Catalgue Business Services This Service includes all f the Sftware Applicatins that Users may require t access t allw them t perfrm their nrmal rle. HR Applicatin allws peple t send and receive messages frm internal staff and external custmers and suppliers. The HR Applicatin allws staff t access and update HR related infrmatin. Prvide Request Distributin List Restre Mailbx Prvide HR Applicatin Upgrade HR Applicatin Remve HR Applicatin SAP Applicatin The SAP Applicatin prvides Business users with tls t help them identify peratinal issues and realise business pprtunities. Prvide SAP Upgrade SAP Remve SAP Business Prcesses This Service includes a set f business wide prcesses whse cmpletin can nly be successful with the invlvement f a number f different departments. Car Hire Expense Claim Leaver New Start Recruitment Travel Request Finance Applicatin The Financial Applicatin allws staff t access and update Finance related infrmatin. Prvide Finance Applicatin Upgrade Finance Applicatin Remve Finance Applicatin Office Applicatins Office Applicatins prvide Users with access t sftware that will help them perfrm their daily tasks such Prvide Standard MSOffice Prvide MS PwerPint Prvide MS Access Page 10

11 Business Service Catalgue as writing dcuments, creating presentatins and managing prjects. Prvide MS Visi Prvide MS Prject Upgrade Office Applicatin Remve Office Applicatin Web Services WEB Services allw Users access t the Internet Prvide Web Services Upgrade Web Services Remve Web Services Persnal Cmputing Services This Service prvides fr the installatin, maintenance and remval f Persnal Cmputing Hardware and accessries that users require t allw them t perfrm their nrmal rle Cmputing Accessries Cmputing Accessries allw users t enhance the use f their Persnal Cmputer by adding additinal Hardware and equipment Prvide Standard Mnitr Prvide Specialized Mnitr Retire Mnitr Prvide Accessry Mve Accessry Upgrade Accessry Retire Accessry Desktp PC A Desktp PC allws a User based in a fixed lcatin t access varius sftware applicatins that will enable them t perfrm their defined rle. It enables the user t: create, stre and retrieve business related data; cmmunicate internally and externally with staff and custmers; Prvide Pwer Desktp PC Prvide Standard Desktp PC Prvide imac Upgrade Desktp PC Mve Desktp PC Retire Desktp PC Page 11

12 Business Service Catalgue Laptp PC Lg Fault PDA Service Printer A Laptp PC allws a User based in a remte r mbile lcatin t access varius sftware applicatins that will enable them t perfrm their defined rle. It enables the user t: create, stre and retrieve business related data; cmmunicate internally and externally with staff and custmers; The Fault Lgging Service allws a User t reprt a fault r issue with Hardware, Sftware, Netwrk Cnnectivity, and Telephny Services by an n-line Lgging functin. A PDA allws a User t access varius sftware applicatins that will enable them t access s and Calendar entries whilst being away frm their nrmal wrk lcatin. Access t a printer will allw a User t prduce hardcpy dcumentatin f electrnic data that has been created r stred n a Persnal Cmputer. Replacement Tner Cartridges will maintain the quality and functinality f Prvide Laptp Upgrade Laptp Retire Laptp Lg Fault Prvide PDA Upgrade PDA Retire PDA Prvide Access T Printer Prvide Printer Request Tner Cartridge Page 12

13 Business Service Catalgue the Printing Service Upgrade Printer Access Central IT Services Prvides Services perfrmed by the Central IT functin. This includes specialized and Bulk Printing, Security Access and Data Back-Up and Recvery. Central Printing Hsting Service This service cvers bulk printing, i.e. mre than 100 pages, and specialised printing such as Clur printing and binding. Centrally managed hsting slutins fr the business. This service prvides custmers with a reliable, mnitred, secure and managed slutin. Request Bulk Print Request Specialised Print Request fr Binding Request Hsting Request Server Access Reprting T request access t, r run IT reprts Prvide Access t Reprts Run Reprts Security & Access Cntrl Prvide secure access t systems and applicatins and ensure all data is nly accessible t the apprpriate peple. Prvide Access Change Security Access Remve Security Access Service Desk & Supprt Services Services that will prvide users with the ability t cntact IT and receive assistance with IT related questins and issues. Lg Incident Request Change Strage Services Secure strage, back-up and recvery. Prvide Data Strage Back Up Data Recver Data Frm Strage Prfessinal IT Services Accunt Management Accunt Management prvides a primary business level interface with IT t: - share infrmatin n Prvide Accunt Management Remve Accunt Management Page 13

14 Business Service Catalgue Cnsultancy Develpment Prject Management demand fr services - share the business strategy and future service requirements - act as an escalatin rute fr chrnic service delivery issues. The cnsultancy service can be explited t ensure IT resurces and prcesses are ptimised t increase value t the business. Cnsultancy ptins include: - Service Level Management - IT Service Cntinuity Management - Capacity Management - Infrmatin Security Management Use f this service can create a custm applicatin t meet a business need, autmate an existing prcess r increase efficiency. The Prject Management service prvides supprt fr IT prjects. Use f a Prject Manager will ensure a cnsistent apprach fr managing yur prjects based n industry best practices Service Level Management IT Service Cntinuity Management Capacity Management Infrmatin Security Management Prvide IT Develpment Develp New Reprt Prvide IT Prject Management Page 14

15 Business Service Catalgue Training IT prvides a range f training ptins. Specific needs can be discussed with the service wner. assyst Training MS Office Training Prvide Other Training Page 15

16 Business Service Catalgue Please Nte: In the full versin f this dcument all Services and Services Offerings are fully ppulated. This dcument cntains heading details fr all Services and Service fferings but des nt cntain all f the apprpriate details. These can be fund in the full versin f this dcument. 1. IT SERVICES GENERAL INFORMATION BUSINESS DESCRIPTION: SUMMARY: This Service cntains all f the Services IT prvides t the Business. Any request fr IT Services will be fund here. The Services cntained here are gruped int the fllwing areas: Persnal Cmputing Services: All hardware cmpnents required by Users Business Services: All sftware cmpnents required by Users Central IT Services: Any Services the User requires frm the data centre Cmmunicatin Services: Phnes, Cnferencing and WEB Prfessinal Services: Training, Cnsultancy and Page 16

17 Business Service Catalgue Develpment services OWNER: IT Directr STAKEHOLDERS: IT Directr IT Manager REVIEW REQUIRED BY: 31/12/2010 SERVICE LEVEL INFORMATION BUSINESS DESCRIPTION: SUMMARY: IT Service Hurs vary depending n the individual Service but generally IT Services are available frm 09:00 until 17:00 Mnday thrugh Friday. IT Services are unavailable n the fllwing days: 25 December 26 December 1 January DETAILED DESCRIPTION: RESOLUTIONS IT guarantees that all Services will be available 99.5% f their stated wrking hurs Preventative Maintenance is scheduled individually fr different Services and these times are detailed against each Service. Reslutin times fr Incidents are specified against each individual Service but generally the reslutin times fr nncritical Services are: PRIORITY CRTICAL HIGH MEDIUM LOW RESOLUTION TIME 1 Hur 4 Hurs 1 wrking day 3 wrking days Page 17

18 Business Service Catalgue 1.1. COMMUNICATION SERVICES GENERAL INFORMATION BUSINESS DESCRIPTION: SUMMARY: This Service prvides cmmunicatin equipment and services t enable users t cmmunicate bth internally and externally with each ther and with ther business related parties as required. The types f Cmmunicatin prvisin available in this Service are: Central Telephny Services; Cnferencing; Desktp Telephnes; Hmewrking: Mbile Phnes; OWNER Service Delivery Manager STAKEHOLDERS: IT Manager Service Delivery Manager Service Desk Manager Business Managers REVIEW REQUIRED BY: 31/12/2010 Netwrk Managers SERVICE LEVEL INFORMATION BUSINESS DESCRIPTION: Cmmunicatin Services are generally available frm 09:00 until 17:00 Mnday thrugh Friday. Any exceptins t these hurs are detailed against each individual Service. SUMMARY Please refer t the standard availability in Sectin 1. IT Page 18

19 Business Service Catalgue Services. DETAILED DESCRIPTION: Preventative Maintenance is scheduled individually fr different Services and these times are detailed against specific Services MOBILE PHONE SERVICE DESCRIPTION: WHAT S INCLUDED: The supply, change and retrieval f mbile phnes fr business use. - Management f mbile phnes prvided by cntracted vendr (including a SIM card, a mbile handset and accessries) - Prcurement and distributin f phne and accessries - Setup f mnthly calling plans Usage is subject t the terms f the rganisatin's cmmunicatin usage plicy. DETAILED DESCRIPTION: Usage f mbile phne equipment is prvided under the terms f the Cmmunicatin Usage plicy. Page 19

20 Business Service Catalgue OFFERING DESCRIPTION: WHAT S INCLUDED? An advanced feature-rich Smartphne with netwrk cnnectivity. The "Gld" prvides a higher specificatin mbile then either the "Silver" r "Brnze". It features a 2.64-inch screen, full QWERTY keybard fr ease f use fr s, texts and instant messaging. It can send and receive s frm anywhere in the wrld. The "Gld" features an ptical trackball fr a sensitive and highly accurate navigatin methd, Wi-Fi cnnectivity, a 2.0 Megapixel camera, Bluetth, expandable memry and can sync with itunes t transfer music files t the phne. SERVICE LEVEL AGREEMENT: SUMMARY: DETAILED DESCRIPTION: Available t users n demand between 08:00 and 18:00 Mnday t Friday Supprt is available frm the Service Desk. Please refer t the standard availability in Sectin 1. IT Services. Availability is dependant n the availability f individual items frm suppliers. IT aim t prvide 99%.f requests within 5 wrking days. Usage f mbile equipment is prvided under the terms f the cmmunicatin Usage plicy. Nn availability f any item will be cmmunicated in advance by the Service Desk. PRICE VISIBILITY: LEAD TIME TBA Available t Managers and VIP users nly 1 Week Page 20

21 Business Service Catalgue Prcess Wrkflw Diagram and Narrative Mre Inf Request Submit Request Start Assess Custmer submits request with details and justificatin 2. Order Handler reviews infrmatin prvided as general validatin f the requirement. Order Handler requests further infrmatin, if required Pending Further Infrmatin N Sufficient Infrmatin? Yes 3. Order Handler authrises r rejects request 4. Request assigned, scheduled, cmpleted and CMDB updated Authrise 3 5. Request clsed OK Cmplete Reject 4 Clse 5 Custm Frm Page 21

22 Business Service Catalgue 1.2. BUSINESS SERVICES GENERAL INFORMATION BUSINESS DESCRIPTION: SUMMARY: This Service includes all f the Sftware Applicatins that Users may require t access t allw them t perfrm their nrmal rle. The types f Sftware Applicatin that are cntained in this Service include: HR Applicatins SAP Business Prcesses Finance Applicatins MS Office WEB OWNER Service Delivery Manager REVIEW REQUIRED BY: 31/12/2010 SERVICE LEVEL INFORMATION STAKEHOLDERS: IT Manager Service Desk Manager Business Manager Service Delivery Manager Capacity Manager BUSINESS DESCRIPTION: Sftware Services are generally available frm 09:00 until 17:00 Mnday thrugh Friday. Any exceptins t these hurs are detailed against each individual Service. SUMMARY Please refer t the standard availability in Sectin 1. IT Services. Page 22

23 Business Service Catalgue DETAILED DESCRIPTION: Preventative Maintenance is scheduled individually fr different Services and these times are detailed against specific Services SERVICE SERVICE DESCRIPTION: allws peple t send and receive messages frm internal staff and external custmers and suppliers. The Service is prvided t users frm 08:00 until 18:00 Mnday t Friday. Any issues with this Service during the nrmal Service hurs shuld be reprted either thrugh the Lg Incident ptin in the Service Catalgue r by cntacting the IT Service Desk WHATS INCLUDED: Standard features prvided by this service include the fllwing: Ability t send and receive s using a persnal cmputer: Calendar functinality that allws scheduling f appintments and meetings: Access t the crprate telephne directry: Access t a list f all crprate cntacts: Ability t stre persnal cntact details: Ability t create wrk tasks All f these features allw the User t cmmunicate with ther users and rganize their diaries and tasks mre efficiently. Please refer t the standard availability in Sectin 1. IT Services. DETAILED DESCRIPTION: Scheduled maintenance f this Service is nrmally perfrmed n the first Saturday f every mnth and the Service is unavailable frm 09:00 until 13:00 n thse days. Shuld an emergency maintenance slt be required, this will be scheduled between the hurs f 18:00 and 09:00 wherever Page 23

24 Business Service Catalgue pssible. IT will aim t prvide at least 1 days warning f this slt. OFFERING DESCRIPTION: WHAT S INCLUDED? All Users Mailbxes are archived by IT every evening. Restring a Mailbx cpies s frm a specified archive back int the Users Mailbx. This will allw any s lst by the User t be restred. Users can limit what is t be Restred by prviding the fllwing, ptinal, infrmatin: s received by specific date s frm specific Users s frm specific Distributin Lists If nne f this infrmatin is supplied, IT will restre the Mailbx back t the previus evening. SERVICE LEVEL AGREEMENT: SUMMARY: DETAILED DESCRIPTION: PRICE VISIBILITY: LEAD TIME Mailbx will nrmally be restred between 08:00 and 09:00 r between 17:00 and 18:00 t minimise disruptin t the User. IT will cnfirm these times are suitable prir t restring the Mailbx. Please refer t the standard availability in Sectin 1. IT Services. IT will cntact the User t identify the mst suitable time fr the restre t be perfrmed. Users must have clsed prir t this time. The restre will take between 15 and 60 minutes. TBA Anyne can request this. 1 Day Page 24

25 Business Service Catalgue Prcess Wrkflw Diagram and Narrative Submit Request Start 1 1. Custmer submits request with details and justificatin 2. Request assigned, scheduled, cmpleted and CMDB updated 3. Request clsed 2 Cmplete Clse 3 Custm Frm Page 25

26 Business Service Catalgue OFFICE APPLICATIONS SERVICE DESCRIPTION: Office Applicatins prvide Users with access t sftware that will help them perfrm their daily tasks such as writing dcuments, creating spreadsheets and sending . Any issues with this Service during the nrmal Service hurs shuld be reprted either thrugh the Lg Incident ptin in the Service Catalgue r by cntacting the IT Service Desk WHAT S INCLUDED: The standard Office Applicatin includes the fllwing packages: MS Wrd fr Wrd Prcessing MS Excel fr creating and managing Spreadsheets MS Outlk fr sending s Nn standard applicatins such as MS PwerPint fr creating presentatins; MS Prject fr creating and managing Prject Plans and MS Access fr data manipulatin can be requested separately, DETAILED DESCRIPTION: As this Service is installed n the Users Desktp PC r Laptp PC it is available t the user whenever they require it. Page 26

27 Business Service Catalgue OFFERING DESCRIPTION: WHAT S INCLUDED? Prvides access t MS PwerPint which allws users t create n-line Presentatins. PwerPint enables users t quickly create high-impact, dynamic presentatins while integrating review wrkflws and ways t easily share this infrmatin. Users will receive PwerPint 2007 which includes features such as: Intuitive Interface Themes and QuickStyles Custm Slide Layuts Designer Quality Graphics Prfing Tls Any crprate presentatins shuld be created and displayed using PwerPint. SERVICE LEVEL AGREEMENT: SUMMARY: DETAILED DESCRIPTION: PRICE VISIBILITY: LEAD TIME MS PwerPint will be installed between the hurs f 08:00 t 18:00 Mnday Thrugh Friday. Please refer t the standard availability in Sectin 1. IT Services. IT will infrm the User the day prir t installatin f the scheduled time. Users must be lgged ut f their Cmputer accunt prir t this time. The installatin itself will take apprximately 30 minutes. TBA Anyne can request this. 1 Week Page 27

28 Business Service Catalgue Prcess Wrkflw Diagram and Narrative Submit Request Start 1 1. Custmer submits request with details and justificatin 2. Request assigned, scheduled, cmpleted and CMDB updated 3. Request clsed 2 Cmplete Clse 3 Custm Frm Page 28

29 Business Service Catalgue 1.3. PERSONAL COMPUTING SERVICES GENERAL INFORMATION BUSINESS DESCRIPTION: SUMMARY: This Service prvides fr the installatin, maintenance and remval f Persnal Cmputing Hardware, and accessries that users require t allw them t perfrm their nrmal rle The types f Persnal Cmputing Hardware cntained in this Service include: Desktp PCs Laptps Mnitrs Printers PDAs The types f accessries available include: Keybard; Muse; Tner and Ink cartridges; It is als pssible t Lg Persnal Cmputing type faults using this Service OWNER Service Delivery Manager STAKEHOLDERS: IT Manager Service Delivery Manager Service Desk Manager Page 29

30 Business Service Catalgue Business Manager Sftware Manager Capacity Manager Cnfiguratin Manager Netwrk Manager Change Manager REVIEW REQUIRED BY: 31/12/2010 Technical Services Mngr SERVICE LEVEL INFORMATION BUSINESS DESCRIPTION: SUMMARY DETAILED DESCRIPTION: Persnal Cmputing Services are generally available frm 09:00 until 17:00 Mnday thrugh Friday. Any exceptins t these hurs are detailed against each individual Service. Please refer t the standard availability in Sectin 1. IT Services. Preventative Maintenance is scheduled individually fr different Services and these times are detailed against specific Services DESKTOP PC SERVICE DESCRIPTION: WHAT S INCLUDED: A Desktp Persnal Cmputer allws a User based in a fixed lcatin t access varius sftware applicatins that will enable them t perfrm their defined rle. It enables the user t: create, stre and retrieve business related data; cmmunicate internally and externally with staff and custmers; A Desktp Persnal Cmputer prvided by this Service gives Page 30

31 Business Service Catalgue a User access t a number f sftware applicatins such as: Standard MS Office MS Access MS Visi MS Prject Business Applicatins such as Finance; HR; SAP Services Web Services Data Strage. DETAILED DESCRIPTION: The Desktp Persnal Cmputer Service is prvided t users frm 08:00 until 18:00 Mnday t Friday. Any issues with this Service during the nrmal Service hurs shuld be reprted either thrugh the Lg Incident ptin in the Service Catalgue r by cntacting the IT Service Desk. The prvisin f this service is between the stipulated hurs f 08:00 and 18:00, but it may be affected during perids f auditing and Restrictin f Change Request perids. Scheduled auditing nrmally takes place annually during the last week f February. Restrictins f Change Requests will be cmmunicated with at least 1 weeks ntice Prvide Pwer Desktp PC Prvide Standard Desktp PC OFFERING DESCRIPTION: WHAT S INCLUDED? A Standard spec PC and apprpriate sftware intended fr general use by emplyees This Standard Specificatin PC will be prvided with all Page 31

32 Business Service Catalgue necessary sftware and equipment that includes: USB Keybard Muse Mnitr SERVICE LEVEL AGREEMENT: SUMMARY: DETAILED DESCRIPTION: PRICE VISIBILITY: LEAD TIME Standard Desktp PCs will be installed between the hurs f 08:00 t 18:00 Mnday Thrugh Friday Please refer t the standard availability in Sectin 1. IT Services. IT will infrm the User 1 Day prir t installatin f the scheduled time. Users must be lgged ut f their existing Cmputer accunt if applicable prir t this time. The installatin itself will take apprximately 1 hur. TBA Anyne can request this. 2 Weeks Page 32

33 Business Service Catalgue Prcess Wrkfl w Diagram and Narrativ e Submit Request Start 1 1. Custmer submits request with details and justificatin 2. Request assigned, scheduled, cmpleted and CMDB updated 3. Request clsed 2 Cmplete Clse 3 Custm Frm COMPUTING ACCESSORIES Prvide Standard Mnitr Prvide Specialised Mnitr Retire Mnitr Prvide Accessry Mve Accessry Page 33

34 Business Service Catalgue Upgrade Accessry Retire Accessry PDA SERVICES Prvide PDA Upgrade PDA Retire PDA PRINTER SERVICES SERVICE DESCRIPTION: WHATS INCLUDED: DETAILED DESCRIPTION: Access t a printer will allw a User t prduce hardcpy dcumentatin f electrnic data that has been created r stred n a Persnal Cmputer. Replacement Tner Cartridges maintain the quality f the Printing Service This Service prvides access t a Printing Service either by a Netwrk cnnectin t a shared Printer r by the prvisin f a Persnal desktp Printer that is cnnected directly t a Persnal Cmputer. Replacement Tner Cartridges fr the different types and mdels f Printers are prvided. The prvisin f this service is between the stipulated hurs f 08:00 and 18:00, but it may be affected during perids f Page 34

35 Business Service Catalgue auditing and Restrictin f Change Request perids. Scheduled auditing nrmally takes place annually during the last week f February. Restrictins f Change Requests will be cmmunicated with at least 1 weeks ntice Prvide Printer Request Tner Cartridge OFFERING DESCRIPTION: WHAT S INCLUDED? SERVICE LEVEL AGREEMENT: SUMMARY: DETAILED DESCRIPTION: PRICE VISIBILITY: LEAD TIME The prvisin f a replacement Tner Cartridge fr either a shared Netwrk r Persnal Printer. This Service will prvide a replacement Tner Cartridge fr either a shared Netwrk Printer r Persnal Printer. Tner Cartridges will be replaced between the hurs f 09:00 t 17:00 Mnday Thrugh Friday. Please refer t the standard availability in Sectin 1. IT Services. The replacement will take apprximately 15 minutes TBA All members f staff can request this. 1 Day Page 35

36 Business Service Catalgue Prcess Wrkflw Diagram and Narrative Submit Request Start 1 1. Custmer submits request with details and justificatin 2. Request assigned, scheduled, cmpleted and CMDB updated 3. Request clsed 2 Cmplete Clse 3 Custm Frm Upgrade Printer Access Page 36

37 Business Service Catalgue 1.4. CENTRAL IT SERVICES GENERAL INFORMATION BUSINESS DESCRIPTION: SUMMARY: Prvides Services perfrmed by the Central IT functin. This includes specialized and Bulk Printing, Security Access and Data Back-Up and Recvery. Central IT functins cntained in this Service include: Central Printing; Hsting Service; Reprting; Security & Access Cntrl; Service Desk & Supprt Services; Strage Services OWNER Service Delivery Manager STAKEHOLDERS: IT Manager Service Delivery Manager Service Desk Manager Business Managers REVIEW REQUIRED BY: 31/12/2010 Netwrk Managers SERVICE LEVEL INFORMATION BUSINESS DESCRIPTION: SUMMARY DETAILED DESCRIPTION: Central IT Services are generally available frm 09:00 until 17:00 Mnday thrugh Friday. Any exceptins t these hurs are detailed against each individual Service IT guarantees mst Central IT Services will be available 99% f the time. Individual Services uptime will be detailed against the specific Service. Preventative Maintenance is scheduled individually fr different Services and these times are detailed against Page 37

38 Business Service Catalgue specific Services Page 38

39 Business Service Catalgue CENTRAL PRINTING SERVICE DESCRIPTION: This service cvers bulk printing, i.e. mre than 100 pages, and specialised printing such as Clur printing and binding. Printing requests are available between 09:00 and 17:00 Mnday t Friday. Supprt is available frm the Service Desk WHATS INCLUDED: Prvisin f print services fr netwrked printers including: Bulk and specialised printing Binding Requests are cmpleted n a "first cme, first served basis". N cmpletin dates are assured. Urgent requests require senir business/it management escalatin. DETAILED DESCRIPTION: Usage f this service is unrestricted prviding budget availability Request Bulk Print OFFERING DESCRIPTION: Bulk Printing. This service is best used where there is a need fr large vlumes f printing e.g., Page 39

40 Business Service Catalgue Marketing Campaigns Staff ntices Cmmunicatin "flyers" Address labels Letterheads WHAT S INCLUDED? IT will prvide large vlume printing n request. This service ffering may include: Frmatting Printing (clur r mnchrme) Cllatin Stapling Quality Cntrl SERVICE LEVEL AGREEMENT: Specialised print requests are available between 09:00 and 17:00 Mnday t Friday. Supprt is available frm the Service Desk. SUMMARY: DETAILED DESCRIPTION: PRICE VISIBILITY: LEAD TIME Requests are cmpleted n a "first cme, first served basis". N cmpletin dates are assured althugh IT aim t cmplete 100% requests within ne week. Urgent requests require senir business/it management escalatin Printing service is unavailable during planned maintenance perids. Any ther perids f unavailability will be cmmunicated in advance by the Service Desk. TBA All members f staff may request this service 1 Week Page 40

41 Business Service Catalgue Prcess Wrkfl w Diagram and Narrativ e Mre Inf Request Submit Request Start Assess Custmer submits request with details and justificatin 2. Order Handler reviews infrmatin prvided as general validatin f the requirement. Order Handler requests further infrmatin, if required 3. Order Handler authrises r rejects request Pending Further Infrmatin N Sufficient Infrmatin? 4. Request assigned, scheduled, cmpleted and CMDB updated Yes 5. Request clsed Authrise 3 OK Cmplete Reject 4 Clse 5 Custm Frm Page 41

42 Business Service Catalgue SECURITY & ACCESS CONROL SERVICE DESCRIPTION: WHAT S INCLUDED? Prvide secure access t systems and applicatins and ensure all data is nly accessible t the apprpriate peple. Prvides, changes and remves accunt lg-in access t applicatins, crprate shared resurces and netwrk printers, etc t enable effective peratin f defined peratins. Under this service, the fllwing requests can be made fr netwrk and applicatin accunts based n cmpany plicy: Request t create and/r amend accunts Request fr passwrd resets Activate lcked lgin accunts Deactivate accunts Access crprate netwrk resurces frm remte sites DETAILED DESCRIPTION: Requests are nt available during perids f audit, change freeze r planned maintenance. Requests will be perfrmed under the cnditins utlined within the Infrmatin Security plicy Prvide Access Page 42

43 Business Service Catalgue OFFERING DESCRIPTION: WHAT S INCLUDED? Prvide secure access t systems and applicatins and ensure all data is nly accessible t the apprpriate peple. Under this service, access t systems, netwrks and applicatins can be made based n cmpany plicy and user prfile. Requests may als include physical security access (swipe cards, pass keys) as well as security peripherals (ID tkens, laptp lcking devices), SERVICE LEVEL AGREEMENT: SUMMARY: DETAILED DESCRIPTION: Available between 08:00 and 18:00, Mnday t Friday. Supprt available frm the Service Desk. IT will prvide 99% f requests within ne day. Depending n access type, requests may be restricted during perids f audit, change freeze r planned maintenance. Requests will be perfrmed under the cnditins utlined within the Infrmatin Security plicy. PRICE VISIBILITY: LEAD TIME TBA All members f staff may request this service 1 Day Page 43

44 Business Service Catalgue Prcess Wrkflw Diagram and Narrative Mre Inf Request Submit Request Start Assess Custmer submits request with details and justificatin 2. Order Handler reviews infrmatin prvided as general validatin f the requirement. Order Handler requests further infrmatin, if required 3. Order Handler authrises r rejects request Pending Further Infrmatin N Sufficient Infrmatin? 4. Request assigned, scheduled, cmpleted and CMDB updated Yes 5. Request clsed Authrise 3 OK Cmplete Reject 4 Clse 5 Page 44

45 Business Service Catalgue Custm Frm Page 45

46 Business Service Catalgue 1.5. PROFESSIONAL IT SERVICES GENERAL INFORMATION BUSINESS DESCRIPTION: SUMMARY: This service prvides supprt and guidance t users t ptimise IT prducts and services thrughut the service lifecycle. The Prfessinal IT functins cntained in this Service include: Accunt Management; Cnsultancy; Develpment; Prject Management; Training OWNER Service Delivery Manager STAKEHOLDERS: IT Manager Service Delivery Manager Service Desk Manager REVIEW REQUIRED BY: 31/12/2010 Business Managers SERVICE LEVEL INFORMATION BUSINESS DESCRIPTION: SUMMARY DETAILED DESCRIPTION: Prfessinal IT Services are generally available frm 09:00 until 17:00 Mnday thrugh Friday. Any exceptins t these hurs are detailed against each individual Service. Prfessinal IT Services are generally unavailable n the fllwing days: 25 December; 26 December; 1 January. IT guarantees mst Prfessinal IT Services will be available 99% f the time. Individual Services uptime will be detailed against the specific Service. Preventative Maintenance is scheduled individually fr different Services and these times are detailed against specific Services. Page 46

47 Business Service Catalgue TRAINING SERVICE DESCRIPTION: IT prvides a range f training ptins. Specific needs can be discussed with the service wner. WHATS INCLUDED: IT can prvide either : n-line, web based training r class rm, tutr led training. Examples f training include: assyst training MSOffice training Bespke training t custmer specific requirements IT als has an extensive range f partners wh can deliver a number f additinal Educatin Services. DETAILED DESCRIPTION: Requests are available between the hurs f 09:00-17:00, Mnday t Friday. On-line training ptins are available 24 x 7. Supprt is prvided by the Service Desk Use f training services is dependant n the availability f skilled IT resurces. Page 47

48 Business Service Catalgue OFFERING DESCRIPTION: WHAT S INCLUDED? Training is available n all (r selected) MSOffice suite f applicatins t enhance individual skills and perfrmance levels. Specific business needs are discussed and the mst apprpriate training ptin recmmended. Delivery ptins culd be n-line web based r tutr led. Example mdules include: MS Wrd MS Excel MS Pwerpint MS Visi MS Access MS Publisher Cmpetency requirements can als be addressed by delivery f basic, intermediate r advanced level training. SERVICE LEVEL AGREEMENT: MSOffice training requests are available between the hurs f 09:00-17:00, Mnday t Friday. Any issues with this service shuld be reprted t the IT Service Owner SUMMARY: DETAILED DESCRIPTION: IT will prvide 100% training by negtiated date but will endeavur t deliver within ne mnth f the request Use f training ptins is dependant n the availability f skilled IT resurces. PRICE VISIBILITY: LEAD TIME TBA All members f staff can request this service 1 Mnth Page 48

49 Business Service Catalgue Prcess Wrkflw Diagram and Narrative Mre Inf Request Submit Request Start Assess Custmer submits request with details and justificatin 2. Order Handler reviews infrmatin prvided as general validatin f the requirement. Order Handler requests further infrmatin, if required 3. Order Handler authrises r rejects request Pending Further Infrmatin N Sufficient Infrmatin? 4. Request assigned, scheduled, cmpleted and CMDB updated Yes 5. Request clsed Authrise 3 OK Cmplete Reject 4 Clse 5 Custm Frm Page 49

50 Business Service Catalgue Prvide Other Training Page 50

51 Business Service Catalgue NON IT SERVICES HIEARCHIES The fllwing hierarchy is fr Human Resurces Services. Page 51

52 Business Service Catalgue The fllwing hierarchy is fr Facilities Services. Page 52