Service Description Document Control Service Description Documentation Approval Service Description Document Reviews

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1 Service Description Document Control Title Service Descriptions for Desktop Support Status Final Version 1 Distribution List Service Description Documentation Approval Created by Lachlan Pollock Date 27/06/11 Approved by IT Cluster Committee 1 Date September 2011 Expiry date Service Description Document Reviews Date Page Change Done by Approved dd/mm/yyyy page number(s) Brief description of the Staff name change eg: editing 27/06/11 All Document Created pollockl 21/09/11 All Changes incorporated from discussions with departments Pollockl Approver

2 Information Technology Services Service Management Desktop Support Service Description v1 This document contains commercially sensitive information and is therefore restricted to University of Melbourne Staff that have operational and planning requirements for such information. This document must not be quoted or made available to people outside the University of Melbourne, without the prior consent of the Director Infrastructure Services University of Melbourne

3 Table of Contents Desktop Support Service Overview... 4 Terms and Definitions... 4 Standard Inclusions... 4 Optional Inclusions... 4 Exclusions... 5 Components... 6 Service Charges... 6 Service Targets... 7 Service Requests... 8 Responsibilities... 8 Reporting... 9 Terminations... 9 Commercial-in-confidence Page 3

4 Desktop Support Service Overview The operation of a break-fix service desk Role Service Owner Service Delivery Manager Staff Member IT Cluster Committee Cluster 1 Manager Terms and Definitions Term SOE OS RTB IT Admin (exclusive) Shared Admin Definition Standard Operating Environment Operating System Return to Base warranty option on some warranties Cluster IT have the only Admin/root account on the computer Local User and Cluster IT share admin rights on the computer. Standard Inclusions The Desktop Support includes the following: Service Desk/Enquiry Services Hardware: (All approved Hardware purchased via normal procurement process with a current warranty) Software: All Software deployed as part of the Cluster s SOE User Support: All staff employed by the Schools and Departments with the Cluster Nominated visitors Documentation Optional Inclusions The Desktop Support includes the following options: Approved Software (see Approved Software agreement) Out of warranty hardware (approved) Postgraduate and honours Students Affiliates Commercial-in-confidence Page 4

5 Exclusions The Desktop Support excludes the following: Out of warranty Hardware (without prior agreement) Computer without root/admin access Instrumentation devices. Undergraduate Students Hardware repairs of personally owned devices Unlicensed/illegal or restricted software Commercial-in-confidence Page 5

6 Components The Desktop Support consists of the following components: Component Service Desk/ Enquiry Service Helpdesk Tool request Phone Support Preliminary Backup Hardware Diagnose Warranty Repairs Out of Warranty Repairs Software Installation Diagnose Repair Printing Warranty Repairs Out of Warranty Repairs User Support User Training Documentation Description Provide support via an online incident support tool. s sent directly to individuals will be directed to the service desk. These s will also be responded to Phone calls to individual staff numbers will be requested to also complete the online service incident request. Technical staff taking the call can assist the client describe their problem in this interface. Staff will attempt to backup files as explicitly directed by clients. A current copy of client data remains their own responsibility. Initial diagnosis of faulty devices. This will include removing suspected parts, running diagnostic tests, reinstalling software and drivers, reinstalling OS. Technical staff will arrange for warranty repairs of devices, supervise any repair work or organise RTB, and test the repaired system. Where possible, computer parts may be replaced. Installation of licensed, approved software Diagnosis of faulty software will include (but not limited to); scanning computer for viruses and Trojans, checking error outputs, and checking for conflicts. Fix of software includes (but not limited to); attempted removal of malware, reinstallation of software or OS. Installation of client drivers Technical staff will arrange for warranty repairs of devices, supervise any repair work or organise RTB, and test the repaired system. Clean rollers, fix paper feeds One on one assistance will be given to clients for common tasks with Software included in the SOE. Group information sessions may be conducted for newly released or updated systems/software. Documentation of application tasks will be maintained and made available. Maintenance of knowledge repository Service Charges Commercial-in-confidence Page 6

7 Standard charges are as follows: Service Desktop Support charges Out of warranty replacement parts Courier for RTB Cost As per Cluster Cost Cost of parts Courier costs Service Targets Service Measure Agreed Service Goal Desktop Support Desktop Support available (outside of maintenance windows Service Desk/Enquiry tool Available 8am 6pm / mon fri Hardware Support Available 8am 6pm / mon fri Software Support Available 8am 6pm / mon fri Printing Support Available 8am 6pm / mon fri User Support Available 8am 6pm / mon fri Force Majeure Service downtimes due to events outside the control of Faculty IT are not covered by this agreement. Some (but not all) examples of such incidents include: Acts of god including fire, storm, earthquakes or other natural disasters Political and special events such as war, riots, strikes or other social upheavals Any event whose effects could not have been prevented or overcome by the standard duty of care which a reasonable, experienced and competent staff member could have exercised Commercial-in-confidence Page 7

8 Service Requests Faculty IT support hours are 9:00am to 5:00pm Monday to Friday excluding public holidays, University Holidays and/or announced closures. Requests can be made via the online request system 24 hours a day, 7 days a week. Requests submitted outside business hours will be reviewed the following business day Description Max. Response Time Resolution Time Service Desk/Enquiry Service Helpdesk Tool 8 business hrs As per incident request Drop in Support 8 business hrs As per incident request Request 16 business hrs As per incident request Phone Support 16 business hrs As per incident request Hardware (and Printers) Warranty Repairs 8 business hrs 5 business days Out of Warranty Repairs 16 business hours Best Effort Software (and Drivers) IT Admin (exclusive) 8 business hours 5 business days Shared Admin 8 business hours 10 business days User Support 8 business hours 5 business days Response and resolution time must be read in conjunction with the Faculty IT Incident Priority Matrix. Orders that are placed will be deemed 3 rd party pending, repair times are outside of the agreed Resolution Times. Responsibilities Cluster 1 IT have the following responsibilities under this agreement: Implement policies and procedures necessary to ensure service levels outlined are met Provide a single point of contact for client feedback Provide a method for escalation of issues and dispute resolution Provide the client accurate reporting on historical and current service levels Notify the client of all planned outages or changes in service prior to the event Notify the client of any major incidents that impact on the services provided Customers have the following responsibilities under this agreement: Ensure that essential work is saved and backed up before attendance by IT or IT is explicitly informed of the files or settings that will need to be preserved. Communicate all support requests via agreed communication methods Respond to any enquiries concerning service levels and support requests Commercial-in-confidence Page 8

9 Provide any information that may be required to resolve incidents or support requests and ensure that this information (including contact details) is as accurate as possible. Notify Cluster 1 of any external works or projects that may impact on services provided as part of this agreement Agree that all systems infrastructure will be provided by Cluster 1 unless approved by the Cluster 1 Committee Pay agreed charges for services above and beyond the agreed standards Notify the cluster of any asset changes including location. Provide a mechanism to control these changes. Reporting Cluster 1 will provide current and historical information in a timely manner to the client and Cluster 1 Committee upon request for the following items: Service level targets and ability to meet them Volume of service requests logged and response/closure times Number of incidents that have occurred, their nature and measures taken to resolve them Terminations This service level agreement may only be altered or terminated by agreement of the Cluster 1 IT committee or by the Dean of Science. Commercial-in-confidence Page 9

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