Service Definition. Staff Service. Draft Version 1.3. Signoff. Name Role Signature & Date. Mark Fortini Director IT infrastructure.

Transcription

1 Service Definition Staff Service Draft Version 1.3 Signoff Name Role Signature & Date Mark Fortini Director IT infrastructure Services Page 1 30/04/2012

2 Document Control Information Document Change History Version Date Last Revised Author Change Description th October 2008 Trevor McNamara Initial Draft th October 2008 Trevor McNamara Added Service Levels and some Support Services information th October 2008 Trevor McNamara Added further Service Level information th November 2008 Trevor McNamara Updates following Hosting Services review rd December 2008 Trevor McNamara Minor updates, replace levels with targets in respect of services th December 2008 Trevor McNamara Minor editing th December 2008 Trevor McNamara Edited in feedback from the Change Steering Committee Review covering Remote Support, Distribution Groups, VIP and User Decommissioning May 2009 Darren Dove Draft proposal for Refinement of service definition and supporting IT functional groups. And amendments to qualification of VIP June 2009 Michael Kretch Update detail regarding the service June 2009 IT Steering committee Amendments from walkthrough July 2009 Jason Ahyong Review and comment July 2009 Darren Dove Update comments and add support groups th August 2009 Darren Dove Daniel DosSantos, Victor Iantchev responses th August 2009 Darren Dove Updates to conclude review from Mark Fortini Distribution and Acceptance Version Recipient Date issued Approval 1.3 IT Steering committee 3 September 2009 IT Steering committee Page 2 30/04/2012

3 Table of contents Purpose of this document... 4 Services structure... 5 Staff service description... 6 Staff service configuration... 8 Staff support services... 9 Staff service RACI matrix Staff service targets Staff reporting and charging Page 3 30/04/2012

4 Purpose of this document This document defines the scope, Service Components and Support Services required to deliver this service. Service Level Targets (SLT s) under which the service will be managed are defined within this document. Support services will be delivered and managed by means of Operations Level Agreements (OLA s). OLA will also have SLT s associated with them. Page 4 30/04/2012

5 Services structure The Services Structure is designed to enable the clear and accurate definition of services. The structure: Enables the definition of both simple and complex services Creates clarity by clearly defining different service elements Enables clear communication of service targets associated with different service elements Two Service Dimensions Services are comprised of two dimensions, Products and Support Services. Service Components are elements of the service with which a customer will interact and may be deployed in one or more service release packages according to an organisation s requirements. These components form the foundation of a Service level Agreement (SLA) Support Services consist of a defined list of activities, resources and/or processes that are offered by the IT organisation to support the Services customers use. The Service Centre is a well known Support Service. These support services provide definition for an Operational level agreement (OLA). Periodic review Once this Service Definition is approved by Central IT Steering committee it will form the initial baseline for future service renewal. Quantative assessment of the metrics and targets in this definition will be reviewed by the Service Management Office, Team leaders and were appropriate UNSW IT Directors after 6 months from acceptance. Service reviews will be conducted on an annual basis unless the scope or content of this document changes as a result of Customer or Stakeholder input. Page 5 30/04/2012

6 Staff service description Service Item Details This section provides information on what the service is known as and who within IT at UNSW owns the service. Service Name Staff Service Group IT Infrastructure Service Description This service provides messaging and calendar services to UNSW staff and users including Masters and PHD students with the ability to share calendars across UNSW, share a common address book, create personal contacts and the ability to share and book defined resources such as UNSW meeting rooms. Service Components Description This section provides information on the components that make up the service offering. PC Mobile Electronic messages are sent and received using Microsoft Exchange. Customised signatures and HTML s are able to be generated. This service is fully supported, robust and secure to allow for maximum availability. A standard set of desktop clients are supported (e.g. Outlook, Entourage). Provided for approved mobile devices such as Blackberry Enterprise Service (BES) or I-phone. Blackberry service and Push (for iphones) is available with active synch. Web access is available remotely via web outlook and approved mobile devices where applicable. Service functionality Description This section provides advice on specific functionality offered on this service. Diary and Calendaring This service provides for UNSW wide access to diaries and common and shared resources for the booking of meetings with staff, meeting rooms for meetings and events. Page 6 30/04/2012

7 Service Item Contact Information Distribution lists Details There is consistent UNSW wide contacts system (address book). Functionality exists to create Individual / Unit / Group / Special purpose online address books and contact records. The creation, change and deletion of distribution lists are available via service request through the Service Centre. Additionally group membership can be requested from the owner of the group. Support details Contact Description All calls for support and service are raised by logging a request with IT Service Centre on Service Targets VIP users VIP VIP s are recognised as important to the day to day running of the university and as such they receive a higher level of service with regards to response to and restoration of incidents across all services. Examples/exceptions include Financial implication on an individual or University if the issue is not resolved quickly Embarrassment caused to university or its representatives Priority Description Response Time Target restoration time Code The time between logging The time in which a the incident and the analyst solution to an incident assigning the call to the must be implemented desktop resolver group 4 Financial implication if the issue is not resolved as soon as possible UNSW s corporate or individual reputation negatively affected. Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround. Within 10 minutes, if the call cannot be resolved by the Service Centre it will be escalated to the most appropriate resolver group (SLA clock equivalent of priority 2) Page 7 30/04/2012

8 Staff service configuration NSS (ES) Self Service UI idm.unsw.edu.au BlackBerry Handset Outlook MAPI Mail Client OWA (Browser) EAS Outlook AnyWhere Apple Mail Entourage IMAP Blackberry Self Service UI wombos.unsw.edu.au IDM Enterprise Storage WOMBOS (Internet) Active Directory (WINAD) Exchange (Messaging) Iphones/Activesynch ISA (Reverse Proxy) Mail Gateway (Internet) SCOM / SOM Page 8 30/04/2012

9 Staff support services Staff is managed and maintained by the following IT AT UNSW teams. Page 9 30/04/2012

10 Service Centre General Description Detailed Inclusions and Exclusions All support and Requests for Service are channeled through the Service Centre. The Service Centre will provide 1 st level support and facilitate and coordinate 2 nd and 3 rd level technical/functional support where necessary. Incident Management Provide first level support for outlook related incidents Service Request Management Facilitate end user account creation Adding & removing members to/from Distribution lists Facilitate account disable Hide/Unhide any exchange object including: o Distribution lists o Shared resources o Mail accounts o Contacts Enable to iphones Change users preferred name in Exchange GAL(via NSS) Client configuration advice General messaging enquiries Attend service performance reviews when required Contacting this Support Service The Service Centre can be contacted on or access the IT self help portal The Service Centre support hours are 8:00am to 8:00pm Monday to Friday excluding public holidays. Page 10 30/04/2012

11 Messaging Inclusions and Exclusions Provides operational management of the physical infrastructure and IT at UNSW data centre facility which supports the delivery of the staff service. Inclusions Server maintenance Updates Backup & recovery coordination Integration and continuous improvement projects Distribution List/Resource Mailbox creation & permissioning ActiveSync/Blackberry account provisioning Mail flow tracking Operational support tuning Attend service performance reviews when required Exclusions Service Enhancements Software version updates Functional upgrades Problem management process activities Page 11 30/04/2012

12 Windows Directory support Considered the highest technical escalation point and subject matter expertise (SME). This level also facilitates supplier related technical support and resolution. Inclusions and Exclusions Inclusions Windows updates/hotfixes Active Directory Services (DNS, WINS, DHCP etc) Group Policy Driver/software updates as applicable Base OS/AD issues where messaging team do not have appropriate rights to resolve Patch testing and assessment Maintenance Operational support tuning Attend service performance reviews when required Exclusions Service Enhancements Software version updates Functional upgrades Problem management process activities Page 12 30/04/2012

13 Storage & Backup Inclusions and Exclusions Inclusions Coordinate recall of required backup media from offsite storage Backup to media Perform restore of data from backup media to server Patch testing and assessment Maintenance Operational support tuning Attend service performance reviews when required Exclusions Service Enhancements Software version updates Functional upgrades Problem management process activities Page 13 30/04/2012

14 Desktop support Inclusions and Exclusions IT Customer Services provide 2 nd and 3 rd level technical support for the following areas in the Development, Test and Production environments covering necessary maintenance and testing only. Inclusions client Web Access. Authorised PDA support Mail forwarding Rules & Alerts Configure client to access mailbox Attend service performance reviews when required Exclusions Service Enhancements Software version updates Functional upgrades Problem management process activities Page 14 30/04/2012

15 Operations centre and Facilities management Provides operational management of the physical infrastructure and IT at UNSW data centre facility which supports the delivery of the zmail Service. Detailed Inclusions and Exclusions Inclusions Data Centre management and operations Failover Data Centre management Monitoring and Reporting Attend service performance reviews when required Page 15 30/04/2012

16 Contract and License Management Contracts management within the scope of the IT procurement team is the activities associated with negotiating, reviewing and agreeing on supplier agreements based on UNSW requirements. The scope of License management in this context is the procurement team s responsibility to source software and licenses as requested by IT at UNSW projects or operational teams. All SW is procured under UNSW s CAUDIT agreement. There are two license types that exist with this service, in both cases Client Access Licenses (CAL s) are required; 1. Device CAL s All UNSW shared servers running the Microsoft Exchange products are covered by UNSW s CAUDIT pricing and license management responsibilities. 2. User CALs All UNSW desktop installations are covered by UNSW s CAUDIT pricing and user licensing agreements (EULA). Service support units Description Custodian Contract Management and Software Procurement The following activities are performed by this team; Contracts management Software Procurement - License Management - Compliance activities Maintain IT at UNSW Software license budget. Attend service performance reviews when required. IT procurement team Page 16 30/04/2012

17 Service Management Office Service support units The Service Management Office (SMO) provides non technical support for the Staff service and is accountable for the monitoring and reporting of all authorised production services as listed in either the UNSW service catalogue or Change transition project to production service definitions. Description SMO Facilitates service restoration during significant incidents. Facilitates annual service review and updates Service Definition where required. Manages the approval process for production related changes. Administers IT at UNSW s CA Service Desk tool Updates call management tool with new service requirements. Provides service reporting to key stakeholders Page 17 30/04/2012

18 Messaging Active Directory IDM Desktop team IT procurement Service Centre SMO Staff service RACI matrix Below is the RACI Matrix for critical elements of this service and the teams that deliver this service. RACI stands for: Accountable: Is defined as the person in this process who has accountability for ensuring the overall process is available, understood and performed correctly. Responsible: Is defined as the person(s) who are expected to perform the prescribed activity, resolve and/or escalate the related issues. Multiple levels within the matrix can do this. Consulted: Is defined as the person(s) who are consulted before decisions are made or implementations carried out. Informed: Is defined as the person(s) who need to be informed about the prescribed activity High level task Service group Description Owns the service R, C R, C R, C R, C R, C R, C A, R Is the primary contact/custodian for the end to end service and its performance. Manage the process of Requests/Incidents (IMAC*) through to resolution. A, R R, C R, C R, C R, C R, C R, C Facilitate a solution that provides zmail availability. This includes the provision of process such as change management to protect service integrity. Provides service reporting A, R I I I I I I Monthly availability reporting based on figures collected from CASD and provided to Service stakeholders. * IMAC Install, Move, Add and Change Page 18 30/04/2012

19 Staff service targets The service targets described here relate to Exchange only installed and maintained as a hosting service Tier 1 product. All mail client service targets are managed through the standard priority targets within the Service Centre. Service Availability target Category Availability Tier 1 Measures 99.5% availability over a calendar month (3.25hrs unplanned outage) excluding any planned and pre-agreed outages. Incident Management All support and Requests for Service are channeled through the Service Centre. The Service Centre will provide 1 st level support and facilitate and coordinate 2 nd and 3 rd level technical/functional support where necessary. The following priority codes are used when a call is logged with the Service Centre. Support Service Levels Priority Code Description Response Time The time between logging the incident and Resolution Time The time in which a solution to an start working on a incident must be solution. implemented 1 Priority 1 - A major production outage, performance degradation, or instability causing significant impact to the University community. The call is logged and escalated immediately to the Desktop manager and Incident manager Within 2 standard support hours from initial logging of the incident or request Page 19 30/04/2012

20 2 Priority 2 - A large number of customers/end-users impacted. Entire office, department or school is experiencing similar problems. Small number of customers can not utilise mission critical applications The call is logged and escalated immediately to the appropriate resolver group and incident manager Within 8 standard support hours from initial logging of the incident or request 3 Priority 3 - User/customer work group unable to use non-mission critical application(s). Customer can work with minimal impact to their productivity. Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround. Within 16 standard support hours from initial logging of the incident or request 4 Priority 4 - Individual request or incident that does not impact business. Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround. Within 40 standard support hours from initial logging of the incident or request Page 20 30/04/2012

21 Staff reporting and charging Reporting Reports Included Report Frequency Reports Generated For Yes Monthly IT Directors, Service Custodian and Technical support team leader Charging Charging Model Frequency Service Pricing No No No Page 21 30/04/2012