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INFORMATION TECHNOLOGY SERVICES GROUP PH: +61 3 9925 8600

Information Technology Services Group

ITS Service Catalogue


Dated: November 2004
Version 1.4

Document Status November 2004 v1.4

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This document is produced under the authority of Allan Morris, Executive Director ITS.

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RELATED DOCUMENTS

Document Title
RMIT Information Technology Information Security Policy RMIT Information Technology Service Delivery Policy RMIT Information Technology Sourcing and Procurement Policy ITS Project Management Framework

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Phill Turner Phill Turner

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Summary of Changes
Minor wording Performance KPIs amended after EMT Review 19 Feb 2004 Facilities Management No charge to apply. Amended to charges Quotas charges Telephony, Groupwise & File & Print. Amendments after Executive Director Review Update contents with recent Departmental changes and include amendments after review by ITS Management

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Author: Phill Turner Version 1.4 Location: its-gi-jupiter\usr3\its_quality\Service Catalogue ver 1.4 November 2004.doc The ITS Quality System located its-gi-jupiter\usr3\its_quality is considered to be the only controlled version of the ITS Quality System.

Document Status November 2004 v1.4

TABLE OF CONTENTS
1 SERVICE OBJECTIVES ........................................................................................................ 5 1.1 1.2 2 IT SERVICE DELIVERY PRINCIPLES ...............................................................................................5 IT SERVICE DELIVERY SCOPE .......................................................................................................6

LINES OF SERVICE PROVIDED BY ITS.............................................................................. 7 2.1 DESCRIPTION OF SERVICES PROVIDED BY ITS ..............................................................................7

2.1.1 Help Desk Support Services................................................................................... 7 2.1.2 Student Laboratories............................................................................................... 8 2.1.3 Training Services.................................................................................................... 9 2.1.4 Project Management and Project Office Services .................................................. 9 2.1.5 Desktop Computing Services ................................................................................. 9 2.1.6 Local Area Network (LAN) ................................................................................. 10 2.1.7 Precinct Wireless Connectivity ............................................................................ 10 2.1.8 Data Centre Services ............................................................................................ 10 2.1.9 Enterprise Server Management and Operations ................................................... 11 2.1.10 Computing Facilities Management....................................................................... 11 2.1.11 Information Security............................................................................................. 12 2.1.12 Data Network Services ......................................................................................... 12 2.1.13 Voice Services ...................................................................................................... 12 2.1.14 Remote Dial In Services....................................................................................... 12 2.1.15 Application Services............................................................................................. 12 2.1.15.1 Application Development............................................................................. 13 2.1.15.2 Application Maintenance.............................................................................. 13 2.1.15.3 Application Integration................................................................................. 13 2.1.15.4 Web Development and Content Support ...................................................... 13
3 SERVICE ENVIRONMENT .................................................................................................. 14 3.1 3.2 3.3 3.4 3.5 4 POLICIES, PROCEDURES AND STANDARDS ..................................................................................14 QUALITY SERVICE STANDARDS ..................................................................................................14 PERSONNEL .................................................................................................................................14 EQUIPMENT .................................................................................................................................14 AGREEMENTS AND LICENCES ......................................................................................................15

SERVICE LEVEL REQUIREMENTS ................................................................................... 16 4.1 SERVICE LEVEL SUMMARY .........................................................................................................16

MANAGEMENT AND REVIEW OF THE CATALOGUE ..................................................... 18 5.1 CONTACT DETAILS ......................................................................................................................18

5.1.1 5.1.2
5.2 5.3 6 7 8 9

Information Technology Services Contact Details............................................... 18 Portfolio Contact Details ...................................................................................... 18

AMENDING THE CATALOGUE ......................................................................................................19 DISPUTES ESCALATION PROCEDURE ...........................................................................................19

SERVICE CHARGES........................................................................................................... 20 ENDORSEMENT OF THE IT SERVICES CATALOGUE .................................................... 21 APPENDIX A SERVICE LEVEL PERFORMANCE MEASURES AND REPORTING........ 22 APPENDIX B DETAILED SERVICE CHARGES................................................................. 28 9.1 SERVICE CHARGES ......................................................................................................................28

10 APPENDIX C ROLES AND RESPONSIBILITIES.................................................................. 31 11 APPENDIX D DEFINITIONS................................................................................................... 33

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FIGURES
Figure 1. Figure 2. Figure 3. Figure 4. Figure 5. Figure 6. Figure 7. Figure 8. Figure 9. Figure 10. Figure 11. Figure 12. Figure 13. Figure 14. Figure 15. Figure 16. Figure 17. Figure 18. Figure 19. Figure 20. Figure 21. Figure 22. Lines of service provided by ITS.................................................................7 Service Level Summary ............................................................................16 ITS Contact Details ...................................................................................18 Client Contact Details ...............................................................................18 Help Desk Support....................................................................................22 ITS Help Desk Incident Resolution Time ...............................................23 ITS Help Desk Problem Resolution on First Call ...................................24 ITS Help Desk Time to Answer Calls .....................................................24 ITS Help Desk Abandoned Calls ...........................................................25 Training Client Satisfaction ....................................................................25 Application Availability ..............................................................................26 Data Network Services .............................................................................26 Voice Services ..........................................................................................27 Internet Availability....................................................................................27 Telephony .................................................................................................28 Internet Costs............................................................................................29 Desktop Support Services ........................................................................29 GroupWise Over-Quota Charges (Email) .................................................29 Corporate Server Facilities Management and File and Print Services......30 Corporate Web Server Space...................................................................30 Roles and Responsibilities........................................................................31 Definitions .................................................................................................33

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1 Service Objectives
Information Technology Services Group (ITS) provides a range of IT services to RMIT University. The services provided across the organisation, vary both in diversity and complexity, and include services such as help desk and desktop computing support, IT training, as well as more customised services such as application support, maintenance and computing facilities management. ITS is focused on supporting the business of RMIT University in the delivery of high quality teaching and learning and research services, as well as important academic administrative activities. In the information age, ITS recognises the important role that high quality IT services has in supporting the Universitys core business processes. This service catalogue defines the IT services provided by ITS, its responsibilities in delivering the services and the performance standards and the service charging practices that are in place. The service catalogue aims to provide: A clear statement of the current IT services provided by ITS to all portfolios and schools as a standard day-to-day activity. A clear definition of the service levels that ITS will strive to deliver to its clients. Transparency of current approaches to cost recovery of ITS services. The basis to engage in a more collaborative approach to IT service management between ITS and portfolios and schools, and to identify areas in which different levels of services may be required to support their specific business activities.

1.1 IT Service Delivery Principles


ITS commits to a working relationship with portfolios and schools founded upon: A joint desire to add value to the business of RMIT University. Achievement of service standards committed to by ITS. A platform of innovation. Open communication. Timely issue resolution. Ongoing engagement between ITS and portfolios and schools about current and future IT service delivery needs.

The service delivery principles provided in outline here form part of a comprehensive IT policy framework that has been developed to guide service delivery, sourcing and procurement and information security within RMIT.

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1.2 IT Service Delivery Scope


The following summarises the scope of activities that ITS is responsible for: Meeting RMIT's policies, regulations and standards applicable to information systems, personnel, physical and technical security. Conforming to changes in laws, regulations and policies stipulated or otherwise mandated by applicable federal, regional and local authorities. Reporting overall performance against the service level objectives described in this catalogue to portfolio and school business and IT leaders on a quarterly basis2.
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Co-coordinating all changes to RMIT's core platforms that may affect the operating performance/service-level performance of any other school or departments IT services. Providing the services described in Section 2 in this catalogue, covering the service environment which is described in Section 3, and the service levels prescribed in Section 4 and Appendix A. Performing roles and responsibilities assigned to ITS as specified in Section 6.

Monthly reporting will apply to the reporting of progress and performance for projects, and for services objectives negotiated as part of a service agreement for services beyond the baseline services described in this catalogue.
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2 Lines of Service Provided by ITS


2.1 Description of Services Provided by ITS
ITS provides a range of IT support services for portfolios and schools across all campuses of RMIT University. The standard array of services is listed in Fig 1 below.
Figure 1. Lines of service provided by ITS Lines of Service Help Desk Support Services Student Laboratories Training Services Consulting and Business Analysis Project Management / Project Office Desktop Support Services Local Area Network Services3 Precinct Wireless Connectivity Data Centre Services Enterprise Server Management and Operations Computing Facilities Management Information Security Services Data Network Services Voice Services Remote Dial In Services Application Development Application Maintenance Application Integration Web Content Production

The following sections provide further detail on the lines of service provided as standard services by ITS.

2.1.1 Help Desk Support Services


ITS provides responsive help desk services for logging, tracking, reporting and resolving IT queries and problems encountered by students and staff. These services are provided by the ITS Help Desk. The ITS Help Desk takes ownership of IT service problems to be either resolved immediately or referred and escalated to more specialised groups for resolution.

Local Area Network (LAN) services for schools are typically provided through their own IT groups, however, ITS provides LAN services for administrative and corporate groups.

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The ITS Help Desk provides the following services and assistance to clients: A single point of contact for resolving queries, logging incidents and raising service requests, for items such as: Problem tracking and first level resolution of computing issues. Installs, Moves, Adds and Changes for hardware and software. "How-to" assistance for standard RMIT desktop applications. Support for users of enterprise applications including SAP (HR, ESS, Financials), Student Life Cycle (SLC) (formally known as Academic Management System), the Distributed Learning System and enterprise web applications. Enquiries regarding the Web Publishing System. User account administration, including password resets. All enquiries regarding telephone faults, including faulty handsets, phone system outages, basic usability issues and voicemail / STD access problems. Monitoring and taking ownership of all end-to-end problem resolution and closure for all logged problems. Assessing client satisfaction in the service following problem closure. The ITS Help Desk provides as a base service:

Escalation to second level specialists through a well defined process, including the primary provider's resources, third parties such as hardware and software suppliers, other service providers and client's internal technical support resources. Root cause analysis to understand or prevent recurring problems and/or trends that could result in problems. Notification of interruptions to normal IT services via emailed service interruption notices.

2.1.2 Student Laboratories


ITS provides student computing laboratories that are available for use by all students. The student laboratories provide desktop computing resources complete with printing and internet/intranet access privileges. The following ITS managed laboratories are available to students: Student IT Services, Building 48, 449 Swanston Street ITS Learning Centre, Building 14, Level 4, Room 12 Postgraduate Centre, Building 21, Level 3, City CampusTraining Services

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2.1.3 Training Services


Training services include the provision of specific and customised end user training in all applications supported by the university standard operating environment. These include: SAP and Peoplesoft Finance modules and all Student Life Cycle (SLC) modules. (Previously known as the Academic Management System (AMS)) Office automation applications including the Microsoft Office suite. The RMIT Web Publishing System. GroupWise email, scheduling and groupware functions. Help Desk productivity tools including InfraActive functionality. Familarisation training including an Introduction to the RMIT IT Environment. Asset tracking and management software.

In addition training services include consulting and analysis services including: Training needs analysis, skill mapping and role competency mapping. Root cause analysis of help desk reports to resolve operator error category calls.

2.1.4 Project Management and Project Office Services


ITS develops, manages and implements major work within a project management framework based on industry standards. ITS provides a range of Project Management services including consulting and business analysis such as: Initiation of projects, business case development Management and tracking of projects Conclusion of projects Business process analysis and design Development of business and technical requirements documents Advice on best fit business and technical solutions

The ITS Project Office is an integral component of the project management framework. The Project Office is providing support to ITS project managers, and is responsible for fostering a continuous improvement environment of the project management framework. Additionally, the Project Office is responsible for capturing best practice, ensuring compliance to organisational processes and facilitating management of synergies across projects.

2.1.5 Desktop Computing Services


ITS provides desktop computing services to a number of administrative and resource areas within the university and to the ITS provided student laboratories.

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ITS desktop computing support services include: Acquisition of desktop computers, notebook computers and software through enterprise level contracts Administration and management of leasing Installation and configuration of desktop and mobile computing equipment. Break / fix arrangements End user support

ITS specifically has responsibility for: Establishing and managing contractual arrangements for the procurement of desktop computers and software resources that form part of the Standard Operating Environment. Defining a desktop computing architecture and core Standard Operating Environment for the university.

Portfolios and schools provide desktop computing support for their students and staff through local IT departments.

2.1.6 Local Area Network (LAN)


In most cases, each school owns, operates and supports its LAN infrastructure unless prior arrangements have been made for ITS to provide this service on their behalf. A Schools responsibility for its LAN ends at, but does not include, the interface point to the edge device at the Wide Area Network (WAN). ITS is responsible for the WAN infrastructure.4
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2.1.7 Precinct Wireless Connectivity


ITS provides wireless connectivity to notebook computers in a number of general student work and recreation spaces including; City campus cafeteria, City Student Hub and Lounges, City open space - Bowen St, the ITS computer laboratories and Bundoora campus. Wireless connectivity provides both students and staff with connectivity to a wide range of networked services, including home drives, on-line learning, email, internet and intranet using a secure virtual private network.

2.1.8 Data Centre Services


ITS manages multiple computer room facilities which house most of the central infrastructure hardware used within RMIT. The facility is designed and operated to meet the quality of service requirements of portfolio and school business systems running in these facilities. ITS has a number of specific service agreements with portfolios and schools which are periodically reviewed and renewed.
4
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Refer section 2.1.12 Data Network Services

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Portfolios and schools are responsible for maintaining computer room facilities used to house the infrastructure hardware specific to their requirements unless otherwise managed by ITS in its own data centre. ITS provides the following broad groups of server based enterprise / data centre services: Student and staff email services. Email and calendar /scheduling services are provided using Novell GroupWise groupware. Academic services including the provision of access to the Internet and World Wide Web and facilities management of a number of systems supporting academic activities. Corporate applications support including SAP Finance and Human Resources and Employee Self Service, the PeopleSoft Student Life Cycle System and the RMIT Corporate Website applications. Student computer laboratory applications. Corporate network services including provision of shared and personal file storage and print services.

2.1.9 Enterprise Server Management and Operations


Enterprise server management and operations include ITSs activities associated with both the long term management and the day-to-day operations of RMITs server based enterprise applications located in its data centres. The server management services focus on: Availability planning Capacity Planning

The day-to-day operations focus on the delivery of short-term business needs for server and application availability and up time.

2.1.10 Computing Facilities Management


The services involved in computing facilities management are focused on the provision of a secure and safe computing environment for IT assets. Facilities Management is included as a standard service, but may also be extended beyond the standard level by negotiation and managed under a separate service agreement where required. Incorporated in the standard facilities management service is the provision of: Floor and rack space for servers and devices A basic backup regime with off site storage A controlled temperature environment Uninterruptible and emergency power supply Secure connection to the RMIT communications network Physical security

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2.1.11 Information Security


Security services are concerned with providing a safe and secure computing environment. RMIT University actively protects its information assets to ensure business continuity and minimise the adverse effects of security incidents. ITS data centre services incorporate the provision of: Enterprise wide virus detection and protection Firewall protection Intrusion Detection Servers Proxy Servers Enterprise application security and authorisation

2.1.12 Data Network Services


Data network services are delivered by ITS in conjunction with public carriers and through RMIT owned infrastructure positioned across all RMIT campuses. ITS is responsible for the provision of a wide area data network that interconnects all parts of the university, therefore making IT services accessible to all staff and students. From a technical perspective this involves the provision of WAN communications, including all network traffic between LAN-edge and external devices. Transmission facilities include private circuits, virtual lines, dial-up, and microwave. Any work required by public carriers is considered within the scope of services.

2.1.13 Voice Services


ITS is responsible for the provision of a high quality telephony service across all university campuses. In practice this includes local service connectivity such as traditional wired and wireless communications. This service comprises campus conduits, PABX, voice mailbox services, hardware and software maintenance, hardware and software installation and problem resolution. These services are provided in conjunction with external service providers to ensure a continuous provision of high quality and high availability voice communication services.

2.1.14 Remote Dial In Services


The RMIT Dial-in Service enables staff and students to login to the RMIT Internet / RMIT Intranet while off campus. Remote Dial-in Internet browsing facilities are only available to sites within the RMIT domain (rmit.edu.au addresses).

2.1.15 Application Services


ITS provides services ranging from the implementation and development of small bespoke systems to the planning, implementation and maintenance of large corporate software systems. ITS has particular responsibilities with regard to corporate applications including Finance, Payroll and Human Resources (SAP) the Student Life Cycle System (PeopleSoft and other applications), Distributed Learning (DLS) and the RMIT Web Publishing System.

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2.1.15.1 Application Development ITS application development services include all software life-cycle activities associated with the development of new applications and major enhancements. Application development services include planning, definition, design, specification, acquisition, programming, integration, testing, implementation, documentation, reporting and management activities necessary to build and deliver the application software functionality as specified by the client statement of work. 2.1.15.2 Application Maintenance ITS application maintenance services include activities associated with repairing errors/defects and developing minor functional enhancements for production application programs and systems deployed for RMIT portfolios and schools. In addition, performance monitoring and tuning of applications and underlying databases is also provided as an on going activity. 2.1.15.3 Application Integration ITS application integration services include activities associated with designing and developing software to interface two or more applications to facilitate efficient and effective data transfer between them. 2.1.15.4 Web Development and Content Support The ITS Web Development team provides training and support to content producers. This includes assistance with planning a web site, project and task management and the use of advanced functionality. ITS has responsibility for the development of technical standards for the RMIT web site.

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3 Service Environment
3.1 Policies, Procedures and Standards
ITS has responsibility for the development and implementation of university wide IT policy5. Policies are developed in consultation with the wider university community within a corporate governance framework. An IT policy framework has been established that forms the underlying basis of all IT service delivery across the University and includes the key policy areas of:
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IT Information Security IT Sourcing and Procurement IT Service Delivery

3.2 Quality Service Standards


ITS strives to deliver high quality services within the framework of the RMIT quality approach The Way We Work and the ApproachDeploymentResultsImprovement which is used to drive improvement in the services offered. ITS in contributing to the Strategic Plan and Direction to 2006 (Dissolving the Boundaries: Building a Sustainable RMIT):
U U

Works collaboratively to develop and implement best practice standards, processes and procedures for the delivery of services. Uses a rigorous and effective industry standard project management regime for IT projects. Has adopted a structured methodology approach (Capability Maturity Model) to improve the delivery of software development and support services.

3.3 Personnel
ITS has resourced the group with well-trained and qualified managers, supervisors and staff. In addition, ITS is committed to continuous capability building within the group to ensure skill levels maintain pace with changes in technology used across the University. Staffing levels have been established in line with the standard service levels defined in this document. Refer to the organisational structure of ITS which identifies staff with related administrative, managerial, or technical duties and responsibilities that currently perform the services described in this document.

3.4 Equipment
All hardware and software equipment and infrastructure required for the provision of the services that are installed, on-order, or used by ITS are included in the scope of this service catalogue. All infrastructure hardware and software will meet the minimal configuration, performance, information systems security and standardisation requirements as defined
University wide IT policies are to conform to the university policy on policies and are submitted for approval by the Vice Chancellor through the University Policy Advisory Committee.
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by the appropriate ITS architectural standards. The ITS Service Delivery Policy makes provision for Portfolios to seek exemption from an SOE for special purposes for example, equipment specified for use in research activities.

3.5 Agreements and Licences


ITS is responsible for the management of agreements and licences with a number of service providers to supply some of the IT services within the scope of this catalogue. The key agreements and suppliers include: Agreement for the supply of Windows desktop computers, notebook computers, entry-level file servers and a range of printers. The supply and support of the Network Operating system and GroupWise groupware by Novell. Telephony carriage agreement with Telstra. Nortel (communications equipment). University wide volume licenses for and with: Microsoft software covered under the Microsoft Campus and Select Agreements SAP Oracle McAfee Virus detection and protection software Borland Maple Macromedia Panviva Learning Nexus Mentor SPSS End Note Adobe Contractual License Program InfraActive (limited licence) InQuirion for the use of Teratext to develop the RMIT Web Site applications.

Third party service providers are responsible for organising and managing all IT work specified under these contracts at the service levels prescribed either in these agreements or in this document.

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4 Service Level Requirements


4.1 Service Level Summary
Detailed service level requirements are provided in Appendix A to this document. The following summarises the key service levels that are delivered by ITS:
Figure 2. Line of Service Service Level Summary Core ITS Operating Hours1
Mon Fri 8am 6pm

Service Target During Core Operating Hours


Answer 90% of calls within 20 sec. Respond to Client: Between 15 minutes and 4 hours depending on priority. Resolve Problem: Between 4 hours and 5 working days depending on priority. Where work rd needs to be scheduled or involves 3 party vendors allow up to 5 days. Problems occurring outside core operating hours will be responded to on the next working day1.

Responsible

Help Desk Services (ITS Help Desk)

ITS Help Desk. Ph: 99258888 Fax: 99258777 Email: helpdesk@rmit.edu.au Fernando Silva, Support Process Manager, Phone: 99258715 Jim Hayes Manager, Infrastructure Services Phone: 99253910 Edgar Demuth, Project Services Manager Phone: 9925 8771

Servers, networks, voice and data services, data center services and Internet/web services. Project Services Project Management of major Projects including the Student Life Cycle Systems Enterprise Applications.

Mon Fri 8am 6pm

99.0% uptime (measured in business hours). Not more than 2.2 hours of cumulative outage per month, excluding scheduled IT downtime.

Mon Fri 8am 6pm

Monthly traffic light reporting for all projects.

Mon Fri 8am 6pm

99.0% uptime (measured in business hours). Not more than 2.2 hours of cumulative outage per month, excluding scheduled IT downtime. 80% client satisfaction (measured in course critiques).

Edgar Demuth, Project Services Manager Phone: 9925 8771 Janette Lenthall Resource & Training Manager ITS Phone: 99258724 Rod van den Akker, Portfolio Relationship Manager Phone: 99258723

Training.

Mon Fri 8am 6pm

Portfolio Relationship. Client support services including service delivery options and business advice. Service Level Reporting.

Mon Fri 8am 6pm

Managed on a project or portfolio basis or by negotiation to develop service requirement.

Mon Fri 8am 6pm

ITS Service Catalogue & Quarterly Reports on ITS performance

Julie Ritchie Manager, Systems Assurance Phone: 99258725

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These hours reflect standard hours of service. The university has 24/7 service requirements for a growing number of its operations and also requires after hours monitoring and support for its critical corporate systems. After hours support is arranged on a case-by-case basis and covered by an addendum to this Service Catalogue, the documents forming a Service Agreement between ITS and the relevant Portfolio.

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5 Management and Review of the Catalogue


The objective of this catalogue is to promote a business partnership between ITS and RMIT portfolios and schools in the provision of IT services. ITS seeks to ensure that these catalogued services are jointly agreed by ITS and RMIT portfolios and schools and that both ITS and portfolios and schools will provide the necessary resources and adopt the necessary processes to manage the respective components of the catalogue.

5.1 Contact Details


The following people shall be the first point of contact for this service catalogue.

5.1.1

Information Technology Services Contact Details


ITS Contact Details Julie Ritchie System Assurance Manager +61 3 9925 8725 Julie.Ritchie@rmit.edu.au 0403 946657 City Campus Building 88, Level 10 440 Elizabeth Street Melbourne VIC 3000

Figure 3.

Contact name: Position: Telephone number: Email address: Mobile number:

Business Address:

5.1.2 Portfolio Contact Details


Figure 4. Client Contact Details Contact Name and Details

Portfolio / School

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5.2 Amending the Catalogue


ITS, portfolios and schools may request changes to this service catalogue at any time. Changes are to be requested in writing and on endorsement, to be formally inserted in this IT service catalogue. ITS Quality System Document change control protocols are to be maintained at all times. This document will be reviewed on a 12 monthly basis or as required.

5.3 Disputes Escalation Procedure


If mutual satisfaction is not achieved by ITS and any client portfolio and school, the problem will be referred to the clients Head of School and to the ITS Director for further discussion and action.

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6 Service Charges
In order to deliver the majority of IT services outlined in this service catalogue, ITS is provided with an annual IT operating budget. The aspects of IT service provision that are charged, on the basis of measured usage, are highlighted in Appendix B of this Service Catalogue. Where doubt exists as to the cost of a service, the ITS System Assurance Manager should be consulted for clarification.

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7 Endorsement of the IT Services Catalogue


Endorsed on behalf of the Portfolio by:

Name:

Title:

Signature____________________

Date

Endorsed on behalf of Information Technology Services Group by: Name: Title:

Signature____________________

Date:

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8 Appendix A Service Level Performance Measures and Reporting


Help Desk Support
Figure 5. Help Desk Priority 1 2 3 4 5 Help Desk Support Description and Examples of Problems Experienced Critical problem likely to have a significant impact on the provision of education and/or administrative operations of the University. Problems impacting a small group of staff and/or students, or preventing an individual from completing a time critical tasks. Problems preventing individual staff and students from completing a task. Requests requiring short term scheduling. Requests requiring long term scheduling.

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Figure 6.

ITS Help Desk Incident Resolution Time Actual Performance Minimum Performance Jan 2004 Feb 2004 March 2004 Target Met Minimum Met

Service

Target Time

Usage1

Time to resolve client problems Priority 1 Priority 2 Priority 3 Priority 4 Within 4 hours or as advised. Within 4 hours or as advised. Within 1 business day Within 5 business days or negotiated date Within 5 business days or negotiated date 95% 95% 95% 95%

Priority 5
1

95%

Number of calls in each priority category

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Figure 7.

ITS Help Desk Problem Resolution on First Call Actual Performance Minimum Performance Jan 2004 Feb 2004 March 2004 Target Met Minimum Met

Service

Target

Usage1

Problem resolved on first call


1

70%

60%

Number of calls

Figure 8.

ITS Help Desk Time to Answer Calls Actual Performance Minimum Performance Jan 2004 Feb 2004 March 2004 Target Met Minimum Met

Service

Target

Usage

Time to answer telephone calls to the Help Desk

90% within 20 seconds 100% within 40 seconds

No minimum 100% within 60 seconds

1 2

Total number of calls answered within 20 seconds Total number of incoming calls

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Figure 9.

ITS Help Desk Abandoned Calls Actual Performance

Service

Target

Minimum Performance Less than 10%

Jan 2004

Feb 2004

March 2004

Target Met

Minimum Met

Usage

Calls abandoned

Less than 5%

2 1 2

Number of abandoned calls Total incoming calls Training Client Satisfaction Actual Performance

Figure 10.

Service
SLC Training GroupWise Training SAP Training MS Office Training STS Other
1

Target
80% Satisfied or Very Satisfied 80% Satisfied or Very Satisfied 80% Satisfied or Very Satisfied 80% Satisfied or Very Satisfied 80% Satisfied or Very Satisfied 80% Satisfied or Very Satisfied

Minimum Performance
N/A N/A N/A N/A N/A N/A

Jan 2004 - March 2004

Target Met

Minimum Met

Usage1

Number of people trained

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Figure 11.

Application Availability

Service

Target

Minimum Performance

Jan 2004

Feb 2004

March 2004

Target Met

Minimum Usage1 Met

Staff Email (GroupWise) Staff Email (Web Access) Student Email (NIMS Access) Distributed Learning System SAP R3
1

No Target No Target No Target No Target No Target

99% Uptime 99% Uptime 99% Uptime 99% Uptime 99% Uptime

Average number of registrations / accounts /SAP- Maximum number of monthly concurrent logins

Figure 12.

Data Network Services

Service

Target

Minimum Performance

Jan 2004

Feb 2004

March 2004

Target Met

Minimum Met

Usage

Wide Area Network Availability

No Target

99% Uptime

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Figure 13.

Voice Services

Service

Target

Minimum Performance

Jan 2004

Feb 2004

March 2004

Target Met

Minimum Usage Met

PABX Availability

No Target

99% Uptime

2 1 2

Total number of inbound, outbound and internal calls Average Number of extensions

Figure 14.

Internet Availability

Service

Target

Minimum Performance

Jan 2004

Feb 2004

March 2004

Target Met

Minimum Met

Usage1

Internet Availability
1

No Target

99% Uptime

Total inbound and outbound volume in Gigabytes

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9 Appendix B Detailed Service Charges


The following service charges apply to the services delivered by ITS.

9.1 Service Charges


Figure 15. Telephony Requirements and Standards ITS recovers actual call costs from portfolios and schools who have used the service based on measured usage. A premium is applied on external calls to provide funds for PABX maintenance contracts and invest in service enhancements. Per call: Internal calls at no charge Local calls charged at $0.10 per call STD and IDD charged at cost Dial in/remote access charged at $0.40 per inbound call Levy all external calls at $0.21 per call Annual Carriers (Telstra) Services fees (inc line rental / maintenance and White Pages Charges) charged at $72 per extension. Usage Tracking Level Bill-To Level Billing Frequency Billing Format Billing Detail Lines, calls, call duration Portfolios and schools Monthly Invoice by ITS Electronic journal to portfolio and school operating budgets Maintained by Resources and Training ITS

Methodology Charging Units

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Figure 16.

Internet Costs Requirements and Standards RMIT is moving from its current fully internal Cost Recovery approach for internet traffic usage to a substantially centrally funded model. From 1st January 2005, ITS will manage a budget for RMITs known fixed Internet costs. RMIT will be charged an Off-Net excess traffic charge of $7 per Gigabyte for traffic we use over the 25 Terabyte limit. This excess Off-Net Costs to be recovered from Cost Centres, ITS will therefore cost recovers any excess Off-Net (commodity) internet traffic charges in 2005 at the rate of $7 per Gb.
P P

Methodology Charging Units

Usage Tracking Level Bill-To Level Billing Frequency Billing Format Billing Detail

Download volume Portfolios and schools Quarterly Excess Invoice by ITS Electronic journal to portfolio and school operating budgets Maintained by Resources and Training ITS

Figure 17.

Desktop Support Services Requirements and Standards Note:- Charging for this category ceased in 2003 N/A N/A N/A N/A N/A

Methodology Charging Units Usage Tracking Level Bill-To Level Billing Frequency Billing Format Billing Detail

Figure 18.

GroupWise Over-Quota Charges (Email) Requirements and Standards $0.30 per Mb over-quota per Quarter Over-quota disk space (50 Mb base level allocation attracts no charge) Portfolios and schools Quarterly Invoice by ITS Electronic journal to portfolio and school operating budgets Maintained by Resources and Training ITS

Methodology Charging Units Usage Tracking Level Bill-To Level Billing Frequency Billing Format Billing Detail

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Figure 19.

Corporate Server Facilities Management and File and Print Services Requirements and Standards No charge for registrations No charge for account maintenance Disk Space Quota set at 100Mb per user. Disk space N/A N/A N/A N/A

Methodology Charging Units

Usage Tracking Level Bill-To Level Billing Frequency Billing Format Billing Detail

Figure 20.

Corporate Web Server Space Requirements and Standards Note:- Charging for this category ceased in 2003 N/A N/A N/A N/A N/A

Methodology Charging Units Usage Tracking Level Bill-To Level Billing Frequency Billing Format Billing Detail

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10 Appendix C Roles and Responsibilities


The following broad roles and responsibilities apply as part of the ITS service catalogue.
Figure 21. Roles and Responsibilities ITS Portfolio

Roles and Responsibilities Help Desk Services Help Desk Services Management and coordination of the Infra Active Global IT Help Desk software system IT Help Desk support for students and all Portfolio staff for desktop computing, email and LAN services. Provision of first and second level support for Student Life Cycle queries. Provision of first and second level support services for DLS queries. Provision of first and second level support services for SAP queries. Provision of first and second level support services for other applications eg STS, Syllabus +, etc Provision of quality training services that support the concepts of adult learning delivered in a quality training environment supported by quality documentation. Provision of work environment to allow consolidation of newly learned competencies Provision of feedback of knowledge environment to live environment transfer from training

Yes Yes Yes Yes Yes Yes

Training Services Yes Yes Yes

Desktop Support Services Management of the sole supplier contract for standard desktop computing equipment. Purchasing and ordering equipment from a Panel of Supplier. Management of Microsoft volume software license contracts. Development of desktop computing standards. Break / Fix, Moves, Adds and Changes (portfolios and schools) Local Area Network (portfolios and schools) Yes Yes Yes Yes Yes Yes Yes

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Roles and Responsibilities Voice, Data and Network Services Provision, management and maintenance of telephone infrastructure Access rights to telephone services Provision, management and maintenance of Wide Area Network services Access rights to Wide Area Network services Provision, management and maintenance of the GroupWise email and Groupware services Access rights and quotas for GroupWise services Provision, management and maintenance of internet services Access rights to internet services Provision, management and maintenance of the remote dial in services facility Access rights to remote dial in services Provision, management and maintenance of corporate / central data center services Provision, management and maintenance of portfolio and school data center services Provision, management and maintenance of corporate security protection. Provision, management and maintenance of school / departmental security protection. Provision, management and maintenance of Disaster Recovery Plans Provision, management and maintenance of Business Continuity Plans Development and implementation of standards for the delivery and management of these services Authorisation and acceptance of standards for development and delivery of application support services. Specification of business requirements, project sponsorship, project schedules, deliverables and acceptance.

ITS Yes

Portfolio

Yes Yes Yes Yes Yes Yes Yes Yes Yes

Enterprise Systems and Data Centre Services Yes Yes Yes Yes Yes Yes

Application Services Yes Yes Yes

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11 Appendix D Definitions
Figure 22. Measure Availability Definitions Definition The percentage of time the service is fully operational. Availability represents a measure of the fraction of time during a defined period when the service provided is deemed to be better than the defined Quality of Service threshold (Standard, Enhanced, Premium). The following formula is used to calculate availability for the purposes of this service agreement. Availability = 100% - Unavailability (%) Where Unavailability is defined as: Outage Duration x 100%
U

Availability (%)

Schedule Time Planned Outages Incident Resolution Time Incident resolution time starts from the time the Service Provider or the client identifies the problem by opening a service request until the problem is fixed and the service is restored. It measures the number of business hours, relative to the support window, that it takes to resolve the outage or incident. The time elapsed from the initiation of a service request until remedial work is initiated within the window of support. The greatest allowable time that a service component is unavailable to a business unit. This is determined by the maximum tolerable outage level, which is assigned by the business units for a particular business application system it owns or a site from which it operates. In the case of this agreement, the standard uptime targets specified in the Appendix determine the maximum tolerable outage. The covered time span of the measurement. The measurement period can differ from the reporting period. (This takes into consideration the impact of continuous outage. For example, a monthly measurement interval for a 99% Minimum Performance for a 7x24 system with 8 hours of weekly planned downtime would allow 6.4 hours of continuous outage with no other outages during that month. A weekly interval would allow only 1.6 hours of a continuous outage.) The lowest level of acceptable service before escalation procedures apply to address non-performance of service levels during the reporting interval. ITS provides the defined IT services between the hours of 8am and 6pm Monday to Friday. All quoted service level requirements are measured between these operating hours, excluding University holiday periods. Outages can be planned or unplanned. Unplanned outages have a service request record raised through the IT help desk and are resolved in accordance with the defined response and resolution priorities and service levels. Upon detection of a service outage, the provider will notify the designated portfolio and school contact within the specified time-to-notify interval. This is the time that was negotiated with the business unit to perform maintenance work or scheduled production releases. This measures the number of business hours in the support window, affected by the outage. Incident severity levels assist the help desk to correctly prioritise problem resolution work. ITS internal process and system for recording and tracking incidents, service requests, fault and outage reports.

Incident Response Time Maximum Tolerable Outage

Measurement Interval

Minimum Target Operating Hours

Outage Duration Resolution Time Outage Reporting Planned Outage Duration Time Priority / Incident Severity Levels Quality Service Management

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Measure Quality of Service

Definition The different service classes, which are required to support portfolio and school service level objectives. For ITS, the maximum tolerable outage required by a particular application or communications link to a site determines the minimum quality of service that must be subscribed to, to meet the portfolios service level objectives. In the case of this service catalogue that describes only services, the quality of service in all cases is defined as Standard. This determines the response and resolution characteristics of an incident/ outage or service request. This is the desired level of service ITS is seeking to achieve for that particular service level requirement. Starts from the time ITS, or the portfolio, identifies the problem until the problem is fixed and the service is restored. It measures the number of business hours, relative to the support window, that it takes to resolve the problem that caused the outage. Communications network facilities interconnecting campuses and buildings across RMIT University.

Service Request Priority Target Unplanned Outage Duration Time

Wide Area Network (WAN) -

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