Service Level Definition

Transcription

1 Service Level Definition Business Objects Reporting Service 1. Aims of Service This service is based upon a commercial product: Business Objects XI (BOXI) supplied by Business Objects ( BOXI provides web-based reporting environment in which reports can be created, edited, made available for others to view, or distributed onwards e.g. via i. For service owners BOXI provides a hosted service where a descriptive meta-layer (a Universe ) can be built on top of existing data, and reports can then be created and delivered within a flexible groups based security structure. The service can accommodate the hosting of both third party vendor Universes (assuming version compatibility), along with Universes built in-house. A devolved administration model is used to allow local business area administrators the flexibility to deliver reports and authorise user access as required. The main benefits that BOXI provides are: Access to all reporting from a single location, based on user permissions Single Sign-on via EASE Standard reporting functions, reducing training requirements over time Access to the service in general is available to all members of the University. Authorisation to view any reporting is determined and controlled by devolved business area administrators e.g. EUCLID, Finance etc. 2. Operational Framework BOXI functionality is web-based and accessed via 2 MyEd Channels: Business Objects Reporting (EASE Authenticated) Business Objects Administration (BOXI Authentication) BOXI service help and guidance information, including this document, can be accessed from the service home page at: BOXI does require that a version of the Java Virtual Machine (JVM) is installed on users machines. ii Browser OS Browser JVM MacIntosh Safari 1.3 Apple 1.4.2_xx Windows Firefox (1) IE 6.0 SP1 IE 6.0 SP2 IE 7.0

2 3. Service Elements BOXI comprises a number of different web-based applications: InfoView an interactive browser-based reporting application which enables users to view and schedule pre-written reports, (up to 31 copies of any report e.g. 1 a day for a month, etc). InfoView is available as a channel in MyEd called Business Objects Reporting. Web Intelligence (Webi) an interactive browser-based reporting application, accessible only from within the Infoview application, which provides additional functionality to InfoView, e.g. allows users to create and edit existing reports. Central Management Console (CMC) an interactive browser-based administrative application which allows administrators to create and manage users, folders, categories and groups. Available as a channel in MyEd called Business Objects Administration. In addition there are a number of support components: WebI / InfoView User Training Web-based training materials are available that cover both viewing existing reports and creating new reports. These training materials can be used as-is to deliver a tutor led course, or may be copied and adapted by members of the University in order to produce more business area specific training and guidance. iii Devolved Administration Training Web-based training materials are available that cover the activities that a devolved business area administrator would undertake. These materials can be used as-is or Service Management can provide a tutor-led walk through for new business area administrators. iv Exclusions The creation of Universes for reporting purposes is not provided as part of this service. Universe creation can be delivered by IS Applications Division however (see section 5. Charges). The service does therefore not include the BOXI Universe Designer components. 4. Service Targets Support is available, Monday to Friday, 9am to 5pm. Except for planned service outages, the service should be available 24 hours a day, 7 days a week. Any planned outages will be scheduled, and notice given 2 weeks in advance via a service announcement issued by IS-Apps Production Management. v

3 5. Charges Viewing Reports via the InfoView web-based tool: This service is free to use for all end-users within the University of Edinburgh. Developing new Business Objects Reporting Universes: This is not provided as part of the day to day service, but would constitutes project work that IS Applications Division would undertake. This work may be chargeable. Charges would be determined on a project by project basis, based on project scope and charged at the IS Applications day rate unless negotiated otherwise. Often delivery of a new Universe is treated as a component within the larger delivery of a new application or service. 6. Service Contacts IT User Services Local Support Teams Current contacts details for each of the 4 College / Support Group IT Support teams are at: Service Management Section (Delivery and Integration Team) Current contacts details for Service Management are at: 7. Feedback or Escalations Feedback on any business area specific reports should be given to the relevant business area. Feedback on BOXI itself should be given to the Service Management Section (see contact information above). Escalation procedures for any service issues should work as per the Example Support Process section.

4 8. Example Support Process This is the process that would be used to handle queries from customers / business areas on BOXI access, configuration and usage. Calls will range from simple queries about access to the system, right though to technical changes that may be needed in order to allow access or use of specific features. There are a variety of routes that the customer might follow dependant on the nature of the query and their School / College computing support structure. Optional routes are outlined in grey.

5 End Notes i This facility will not be available in the initial December 2007 launch, but will be delivered in later phases of the INF053 project. ii Taken from BusinessObjects Enterprise XI Release 2 SP2 for Windows: Supported Platforms iii Training courses will not be available for the December 2007 launch for EUCLID. EUCLID have procured their own training. iv The INF053 project will deliver this training for all existing devolved administrators migrated across to the new service. v This restriction will apply also to any downtime as a result of further INF053 work.