1 IT Help Desk Service Level Expectatins Revised: 01/09/2012 Overview The IT Help Desk team cnsists f six (6) full time emplyees and fifteen (15) part time student emplyees. This team prvides supprt fr 25,000+ EMU cmputing custmers, including students, faculty, staff, alumni, emeritus faculty/staff, and cntractrs. This Service Level Expectatin dcument is intended t define the fllwing: A high level descriptin f services prvided by the Infrmatin Technlgy (IT) Help Desk The respnsibilities f the IT Help Desk as a prvider f these services and f custmers receiving these services When and hw t cntact the IT Help Desk The incident and service request (ticket) priritizatin and respnse time guidelines 1 The tracking and reprting f key perfrmance indicatrs This dcument becmes effective n January 1, The cntent f this dcument is subject t mdificatins in respnse t changes in technlgy services/supprt needs and will remain in effect until revised r terminated. Service Descriptin Generally, the IT Help Desk acts as a hub fr reprting technical supprt incidents 2 and service requests 3. If an area has a technical liaisn (e.g., campus technician), emplyees in that area are directed t cntact that persn fr supprt. The IT Help Desk acts as back up supprt when these technical liaisns are unavailable. The fllwing is a high level descriptin f the services prvided by the IT Help Desk if the custmer (i.e. EMU faculty, staff, students, and thers wh cnduct University related business) des nt have an assigned technical liaisn. Fully Supprted Services The IT Help Desk prvides full supprt fr University wned cmputers that meet the minimum supprt requirements and are cvered under the manufacturer s warranty. Fully supprted means that the IT Help Desk will make every attempt t perfrm any steps they are respnsible fr, with the expectatin that they will perfrm ne f the fllwing: Reslving the incident Cmpleting the service request Escalating it t the apprpriate persn r grup fr reslutin and cmpletin Fully supprted services include: Cmputer Refresh Prgram New cmputer setup Technlgy purchase cnsultatin 1 A rating fr hw quickly the IT Help Desk will cmmit t cntacting the custmer abut an incident r service request. 2 A reductin in quality, interruptin, r failure f a Divisin f IT managed service. Page 1 3 Request fr infrmatin r a standard change (e.g., security access upgrade).
2 IT Help Desk Service Level Expectatins IT Help Desk Managed Desktp Sftware/License Distributin (Dwnlad, installatin, and setup) Micrsft Windws Operating system Micrsft Office Suite McAfee Antivirus ODBC Driver SPSS Desktp Hardware/Sftware Warrantied cmputer hardware cmpnent trubleshting, repair, and replacement Netwrk and lcal printer/printer driver installatin and setup Erasing and wiping hard drives Cmputer reimaging Brwser trubleshting (IT Help Desk supprted brwsers nly) University wned and licensed sftware Installatin and setup Applicatin executin trubleshting IT Managed Enterprise Systems (e.g., My.Emich, Eagl , Self Service, EagleChat, Banner, Applicatin Xtender, and BOE) Accunt (e.g. username and passwrd) activatin, accunt maintenance, and lgin trubleshting Basic navigatin assistance fr My.Emich, Self Service, Eagl , and EagleChat Netwrk Strage (Divisin f IT managed strage nly) Persnal and grup drive mapping, flder access, and trubleshting Backup file restratin within 24 hurs f an incident Netwrk Infrastructure Netwrk accunt (e.g. username and passwrd) maintenance and lgin trubleshting University wired/wireless cnnectivity trubleshting On campus Internet cnnectivity trubleshting Virtual Private Netwrk (VPN) cnnectivity trubleshting Page 2
3 IT Help Desk Service Level Expectatins Minimally Supprted Services The IT Help Desk prvides minimal supprt fr University wned cmputers that d nt meet the minimum requirements r are nt cvered under the manufacturer s warranty. Minimal supprt is als prvided fr custmer wned cmputers and devices 4. Minimally supprted means that the IT Help Desk will determine the level f supprt they can prvide, which may include ne r mre f the fllwing: Attempting any necessary steps, withut the expectatin they can cmplete the service request Prviding the custmer with standard instructins, sftware installers, r ther guides as a self help slutin Redirecting the custmer t anther resurce fr assistance with their service request (See Referral Services belw fr mre infrmatin) Minimally supprted services include: Netwrk and enterprise systems accunt activatin and maintenance Erasing and wiping hard drives (University wned cmputers nly) Trubleshting f Netwrk and enterprise system related cnnectivity issues Divisin f IT supprted brwsers Referral Services Referral means that the IT Help Desk des nt supprt the requested service; therefre the custmer will be redirected t anther resurce (e.g., campus technician, vendr, anther divisin, r anther IT department) fr assistance with the request. Referral services include: Anther IT Department Netwrk strage File recvery/restratin after twenty fur (24) hurs, but within twenty eight (28) days f the incident Assistance with cmputer labs Navigatin assistance fr any sftware r applicatins ther than My.Emich, Eagl , and EagleChat Authrized address changes Outage reprting fr IT maintained netwrks and enterprise systems Academic and Business Systems Technlgy Training 4 The IT Help Desk will nt physically tuch custmer wned cmputers and devices. Page 3
4 IT Help Desk Service Level Expectatins Campus Technician r Vendr Lcal strage file backup, recvery, r restratin Creating, uplading, and maintaining web pages Installatin, setup f sftware nt wned by the University Navigatin assistance fr any sftware r applicatins ther than My.Emich, Self Service, Eagl , and EagleChat) Trubleshting f Single and multifunctin printers (MFP) Any sftware (including perating systems) Cnnectivity issues assciated with hardware/sftware prblems Cmputers and ther devices that d nt meet the minimum requirements, are nt cvered under the manufacturer s warranty, r are nt wned by the University Hardware cmpnent trubleshting, repair, and replacement Reimaging File backup, recvery, r restratin Anther Divisin Name changes Cmputer dispsal Assistance with cmputer labs Assistance with systems that are nt maintained by the Divisin f IT, including but nt limited t: EMU Online (ecllege and ecmpanin) Library databases ebill.emich.edu peple.emich.edu Page 4
5 IT Help Desk Service Level Expectatins Rles and Respnsibilities It is imprtant fr bth parties t understand the rles and respnsibilities f the ther, when prviding a general level f IT Help Desk cmmunicatin and services predictability. IT Help Desk Respnsibilities The IT Help Desk is a central pint f cntact when prviding assistance fr the supprted services listed in this dcument. Respnsibilities and requirements f the IT Help Desk include: Interact with the EMU cmmunity in a respectful and curteus manner Make a reasnable effrt t ensure the custmer s data is nt lst Wrk with the custmer t accurately and thrughly dcument the incident descriptin, cmments, and reslutin When pssible, reslve the prblem r cmplete the request n first cntact Fr n site service calls, the IT Help Desk technician will cnfirm the appintment prir t their arrival and then verify the system being serviced is back in wrking rder prir t cmpleting the ticket When necessary, escalate, assign, r refer the ticket t the apprpriate persn Make every effrt t respnd t and reslve all assigned tickets, n time Cmmunicate revised time estimates fr all tickets assigned t the IT Help Desk Dcument updates t any tickets assigned t the IT Help Desk Cnfirm the reslutin and cmpleteness fr all tickets assigned t the IT Help Desk prir t clsing the ticket Deliver a mnthly service level reprt t Divisin f IT Leadership fr review Custmer Respnsibilities The IT Help Desk prvides technical supprt fr EMU faculty, staff, students, and thers wh cnduct University related business. The custmer respnsibilities and requirements include: Regularly back up any files, sftware license keys, and web site certificates t a different lcatin (e.g., external hard drive) Back up lcal files prir t relinquishing yur cmputer fr service Verify the cmputer is available fr trubleshting prir t cntacting the IT Help Desk Prvide cmplete cntact infrmatin and availability Prvide a clear descriptin f the prblem, including the full text f any errr messages When cntacted by the IT Help Desk, respnd back within three (3) business days Prvide updates fr any pen tickets r unreslved prblems Prvide cnsent fr an IT Help Desk technician t access yur cmputer Page 5
6 IT Help Desk Service Level Expectatins Cntact Infrmatin IT Help Desk technicians are available during nrmal business hurs t help custmers ver the phne, via , at the custmer lcatin, r at the IT Help Desk walk up windw. Methd f Cntact There are three (3) ways t cntact the IT Help Desk with incidents and service requests: Phne Phne service is available during nrmal hurs f peratin (see belw). Messages left after hurs will be respnded t the next business day. The IT Help Desk will check the IT Help Desk accunt every tw (2) hurs during nrmal hurs f peratin (see belw). messages sent after hurs will be respnded t the next business day. Walk Up The Halle Library, Rm 106 Walk up service is available fr services during nrmal hurs f peratin Hurs f Operatin The IT Help Desk hurs f peratin are: Fall/Winter Mnday thrugh Thursday 8:00 am t 8:00 pm and Friday 8:00am t 5:00pm. Exceptins are made fr hlidays and annunced clsures. Summer Mnday thrugh Friday 8:00 am t 5:00 pm. Exceptins are made fr hlidays and annunced clsures. Page 6
7 IT Help Desk Service Level Expectatins Service Request Priritizatin and Respnse Guidelines The IT Help Desk will use the fllwing guidelines when priritizing tickets and strives t begin wrking n them within the stated respnse time. The actual respnse time may vary depending n the vlume f reprted tickets, the availability f resurces, and the thrughness f the infrmatin prvided. If a ticket cannt be reslved in the expected timeframe, the custmer will be ntified and prvided with a revised estimated time f cmpletin. Escalatin requests are cnsidered n a case by case basis. Pririty Respnse Time 5 Time t Reslutin 6 Definitin 1 One (1) business hur f the initial cntact 2 Fur (4) business hurs f the initial cntact 3 One (1) business day f the initial cntact 4 Tw (2) business days f the initial cntact 5 Five (5) business days f the initial cntact As quickly as pssible; nrmally n mre than tw (2) hurs, frm the initial cntact As quickly as pssible; nrmally n mre than ne (1) business day, frm the initial cntact One (1) business day, frm the initial cntact Fur (4) business days, frm the initial cntact Furteen (14) business days, frm the initial cntact A missin critical system/service is dwn/unavailable and n wrk arund is available A missin critical system/service is dwn/unavailable, but a wrk arund is available r the system is wrking slwly/partially A task, service, r individual is impacted and n wrk arund is available A task, service, r individual is impacted and a wrk arund is available A task, service, r individual is impacted, but there is lw/n impact n prductivity 5 The maximum time interval fr the Divisin f IT t deply resurces t reslve an incident, after it has been reprted and cnfirmed. If an incident remains pen beynd the respnse time, it gverns hw ften the Page 7 Divisin f IT will cntact the custmer, infrming them f prgress beynd the due date. 6 Hw quickly an issue will be reslved, if nrmal cnditins exist.
8 IT Help Desk Service Level Expectatins Tracking and Reprting Service level reprts, cntaining key perfrmance indicatrs, will be generated mnthly and delivered t the Divisin f IT Leadership fr review. These indicatrs include: Magic/BMC Service Desk Magic/BMC Service Desk is the sftware that runs the IT Help Desk ticketing system. Key perfrmance indicatrs fr Magic/BMC Service Desk include: Ttal number f custmer cntacts cllege/divisin Ttal number f tickets reslved n first cntact Ttal number f tickets reslved by due date Ttal number f tickets by subject Bmgar (supprt.emich.edu) When apprved by the custmer, Bmgar is sftware that allws the IT Help Desk t remtely access a cmputer. Key perfrmance indicatrs fr Bmgar include: Ttal number tickets where Bmgar was utilized IntelliRespnse (Ask IT) IntelliRespnse is sftware that allws a custmer t ask a questin and get ne gd answer. Key perfrmance indicatrs fr IntelliRespnse include: Ttal number f questins asked Ttal number f messages received with fllw up questins Average number f questins per day Ttal number f distinct users Page 8
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