Sample SLA

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Summary

  • An agreement between IT Services Team and the IT users of the school describing the IT service, documenting service level targets and specifying the responsibilities of the IT Services Team and the responsibilities of staff and students in the college.
  • The goal of the Service Level Management process is to ensure that an agreed level of IT service is provided for all current IT services, and that future services are delivered to agreed achievable targets.
  • The Service Level Management process ensures that IT services are defined, documented, monitored, measured and reported to provide and improve the relationship between the IT Services Team and the school. This process of measuring and reporting allows the IT Services Team to focus resources.
  • Service Level Management process ensures that the IT Services Team and the College staff, students and parents have a clear and unambiguous expectation of the level of the service to be delivered.

Structure of the Document

This document is structured into the following sections

  • Service Framework - including objectives, scope, College and customer responsibilities, approach to support and outline of the processes
  • Service Provision - covering measurable service targets
  • Service Catalogue all services provided are described explaining the responsibilities, scope and deliverables

Service Framework

Support Objective

  • To meet the needs of users of College IT services
  • To provide high service availability and resilience compatible with cost effective operations
  • To ensure that all staff and students using College computing resources are adequately supported and assisted in their day to day activities
  • To ensure that all users clearly understand what level of service to expect and their own obligations to provision these services
  • To respect and safeguard confidentiality of data and equipment
  • To consult on service provision with all stakeholders via appropriate representatives, e.g. Departments may have a designated representative

Customer Service

The IT Services Team provide a range of services and support for these services to all of the College. We recognise that we have real people experiencing real problems which we will do our best to respond to and resolve as quickly as possible, remotely or by personal visit. The time to resolve a problem depends on the nature of the problem and relative priorities of the outstanding problems on our work list.

At all times we will attend to problems at the soonest opportunity and our guiding priority order is:

  • IT events which put the College at risk (e.g. loss of revenue or reputation, security breaches)
  • Supported equipment and applications systems and software used for Teaching
  • College Administrative work
  • Other equipment where help will be provided on a “best reasonable endeavour” basis.


Occasionally users will have other priorities. These should be communicated via their Departmental Representative to Network Manager.

Scope of Agreement

In the context of this document the term “customer” means all users of College IT services covered by this agreement. This will include staff, students, parents, contractors and visitors who have authorised access to the IT services. In some cases the customers for a particular service will be more specific than this and this will be qualified in the particular service description.


The services and service levels relate to access and normal operation of the technology. The Service Level Agreement is to run from xx/xx/2008 until xx/xx/2009 IT services and IT infrastructure are supported by internal and external service providers, this document assumes that the current and future service requirements of the school are identified and understood.


Note that IT Services Team's ability to respond may be constrained by:

  • The need to call upon third party support (e.g. hardware maintenance, third party software support)
  • Resources availability.


The IT Services Team is obliged to make best use of its resources for the benefit of the entire College in its learning, teaching and administrative activities. All requests to IT Services that expect to use those resources are evaluated using our Change Management process. If the evaluation concludes the request has to be declined a full explanation will be given. The requestor may then ask that consideration be given to changing that decision following modification of the original request via the Departmental Representative to the Network Manager.

Regular system maintenance

Regular system maintenance happens at the following times:

Time Service Affected Comments
2.00am-2.30am Student email web interface offline Offline for backup
2.00am-2.10am Remote Access, no external access to site Preventative reboot Citrix System
4.00pm-6.00pm Key Services Notice will be given of service disruption
Out Of Term Key Services Notice will be given of service disruption


Responsibilities of the IT Services Team

IT Services will:

  • take responsibility for provision of the IT infrastructure, e.g. servers, LAN, WAN and Internet connections. While the infrastructure is set up to be available at all times, support is only available during normal business hours (08.30 – 16.30) on College working days
  • ensure access to the Central Service Desk (Help Desk) within advertised hours.
  • support a range of supported hardware and software agreed with our customers. This range will be reviewed on an annual basis. Equipment outside the range will be covered on a best reasonable endeavours basis only.
  • reserve the right to take systems out of service for upgrades and other changes if necessary
  • publicise the proposed downtimes for all services for customers’ reference
  • provide 1 weeks advance notice of planned outages outside a regular system maintenance period (see below)
  • inform Department Representatives and other people likely to be affected by serious problems affecting services.
  • notify customers of withdrawal of services and give 6 months notice.
  • Support may be limited for machines or software where there isn’t a current maintenance contract or warranty agreement
  • provide systems and services in accordance with the College IT Security Policy.
  • ensure that all support activity is completed within College Health and Safety requirements and Disabilities Policy
  • measure and report availability and capacity
  • ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost justifiable to do so.

Responsibilities of Customers

Customers will:

  • provide feedback to the IT Services Team on Customer Service requirements
  • follow the appropriate procedures for contacting the Help Desk in order to receive the levels of service specified in this document
  • provide reasonable access to support staff in order for them to complete their work to meet service level targets
  • provide administration access rights to IT Services staff in order to be able to update machine configurations and software as necessary
  • ensure that their critical data is held on file storage which is backed up. Customers are responsible for the security of their own data which is stored outside the central storage facility.
  • manage their data within acceptable limits including file storage and the e-mail system
  • not divulge their individual login details to other people except for the purposes of problem resolution by authorised IT support personnel
  • provide adequate notice to the IT Services Team of events or requirements that might require a higher than normal level of support
  • provide adequate notice to the IT Services Team of any event likely to affect service availability (e.g. electrical power down)
  • ensure that all support activity requested is within College Health and Safety requirements and Disabilities Policy
  • work within the boundaries set out within the Acceptable Use Policy and Internet Access Policy.
  • abide by school policies and procedures.
  • raise support requests via appropriate procedures through the Help Desk system.
  • report defective equipment within one working day.
  • procure hardware and software through the IT service change management process and ensure that their software is properly licensed and that only adequately licensed software is installed on College computer equipment. Proof of appropriate licensing is required and will be stored by the IT Services Team. Machines with unlicensed software will not be supported and may be removed from service until the software has been deleted or licensed properly.
  • procure interactive white board pens through the respective department

Outline of Support Process

All requests for assistance should first be logged at the Help Desk which will manage the calls to resolution. Calls will be categorised as either Incidents or Service Requests. In general, resolution of incidents takes precedence over fulfillment of service requests.

Incidents

An incident is where an error or disruption to an existing service has occurred that requires resolution to enable normal working to continue. Incidents are allocated priorities according to the business impact and urgency of the situation.

Service Requests

These are requests for a service such as replacing a computer, providing access to a computer application or upgrading an existing PC. Service requests are broken down into requests for change.

IT Services Team Organisation

  • First line support (entry point) – The IT Help Desk provides the first line support and they can be contacted using by telephone, email, web forms or face to face.
  • Second line support – If first line support is unable to resolve the problem the call will be passed to second or third line support depending on the nature of the problem.
  • Third line support – The third line support include technical specialists who are responsible for development of IT Services. Third line support will resolve in-depth support issues which cannot be resolved by the Help Desk and second line teams.

Service Provision

This is divided into Incidents, Service and Change.

This includes a portfolio of all services offered and supported by the IT Services Team.

Help Desk

The Help Desk manages the progress of all calls and identifies for action those calls which are likely to fail their performance targets. Therefore the Help Desk should always be the first point of contact with queries about call progress, priority or quality of resolution. Call progress can also be followed by referring to the IT Services web site http://helpdesk.

Hours of service: 0830 to 16:30 Monday to Friday during term time. Access to the Help Desk outside of these times is available by email or web interface

Contacting The Help Desk

The Help Desk can be contacted as follows:

  • Telephone: xxxxxx
  • Email: xxxxxx@xxxxxx.sch.uk
  • IT Services Web Self-service: http://helpdesk:
  • In Person: IT Technicians Office

Reporting

Call Progress

All calls are managed through the Help Desk and customers will be informed by email of the call priority and progress. Progress of individual calls can also be viewed on the IT Services web site http://helpdesk

Service Level Performance

Performance against the targets in this SLA will be made available to Senior Management Team for review. Individual performance exceptions will be identified and investigated.

IT Services may provide Departmental Representatives with lists of calls raised and closed and a list of all outstanding calls in order to review priorities and identify appropriate action to resolve them. This process may also help departments identify training issues within their department.


Service Request Management

In addition to incidents, customers contact the Help Desk with requests for work such as setting up a new user, advice on aspects of the IT service, installing a new equipment, installing a network, installing software of changing fundamental IT services.

Requests are of the following types and often require appointments to be made with customers:

  • Standard requests with defined lead times for completion. Standard requests cannot be requests that have an effect on service delivery. Standard Requests tend towards simple and well documented procedures such as creating user accounts.
  • Other requests will become part of the change management procedure. These will be assigned an owner within one week, and if it is agreed to go ahead, IT Services will agree an estimated time for completion and a costing if applicable. Occasionally a request will be significant enough to become managed as a project following the IT Services Project Management Procedures.

PLEASE NOTE: IT project management procedures are yet to be defined. Examples of very large projects include SIMS deployment, network cabling above ten access points, replacement of equipment in an IT Suite, etc.


Examples of Standard requests are:

  • New user creation
  • Changes to mailing groups
  • Changes to website filtering
  • Password Resets
  • Toner Refills
  • Installation of software that has been accepted as part of the service catalog

Service Catalogue

Definitions

The following definitions equally apply in the Budgetary Requirements spreadsheet held by the Assistant Head (network & SIMS).

Desktops - fat or thin client computers located throughout the College and owned by the College. This does not include mobile devices or laptops or clients used by Promethean or Smartboard Interactive Whiteboards owned by the College.

Laptops - fat or thin client computers that are mobile and known as laptops used by College staff in the course of their work. This does not include mobile devices or laptops or clients used by Promethean or Smartboard Interactive Whiteboards owned by the College.

Promethean Units - fat or thin client computers used to support interactive whiteboards in the College.

Infrastructure - network infrastructure including cabling, switches, servers, access points.

Desktop and Laptop Support

Service Owner: IT Services

Customers: All users of College IT

Summary

The support of all desktop and laptop computers listed in the College Equipment Register used by customers for the purposes of their work, e.g. email, SIMS access, teaching activities. This excludes all computer equipment not owned or leased by the College.

To ensure that all desktop computers are configured according to College policies and standards, to resolve incidents reported through the Help Desk, and to provide appropriate levels of help and advice.

IT Services will:

  • provide customer support in person or remotely, in response to requests made via the Help Desk or in the case of exceptional and emergency circumstances via personal contact, email or telephone calls
  • provide support (installations, upgrades, problem resolution) for computer hardware
  • interface computers to standard peripherals, e.g. printers and scanners
  • handle warranty calls
  • upgrade hardware (e.g. memory, replacement disks, network and graphics adapters)
  • configure the computer network to use DHCP
  • provide local network support (patching, reset of routers, fault identification and resolution)
  • provide base operating system support based on latest College standard builds
  • configure Windows systems into the Domain
  • ensure regular patching of the computer operating system
  • ensure regular update of Windows Anti-Virus software via the managed service
  • install and upgrade departmental specific software on supported machines where they meet the licensing and system requirements
  • provide protected file space for staff and students, mounted as the S: drive
  • give advice concerning security, copyright, Data Protection Act, Computer Misuse Act, Regulation of Investigatory Powers (RIP) Act, Freedom of Information Act
  • be responsible for the system security as required by the College Security policy where IT Services is the sole system administrator of the system
  • restrict users from logging in with administrative rights
  • provide specific assistance for people with disabilities
  • assist users on a best efforts basis with configuration of home machines for the purposes of connecting to College services (e.g. Citrix)
  • build specialist IT hardware where a cost effective commercial offering is not available or suitable
  • monitor student sessions in teaching rooms


Optional Services subject to agreement with a particular Department

  • order hardware, peripherals & consumables against Departmental accounts
  • provide equipment specification to support purchasing and budgetary advice for desktop systems and software


Customer/Departmental Responsibilities

Customers will:

  • ensure all software provided for installation is properly licensed
  • seek agreement with IT Services for required upgrades to machines
  • take adequate care of college property
  • report problems to the Help Desk in a timely manner
  • support the use of Departmental specific software
  • log on to the domain so that access to their PC is secure.

TV Recording Service

Service Owner: IT Services

Customers: Teachers

Summary

The recording backup and streaming of Television Programs to desktop computers.

To provide a service where teachers can email in advance the details of terrestrial or free to view television programs to the librarian. The librarian will book the TV program and return by email a link to stream.

IT Services will:

  • ensure an adequate arial reception for the TV service
  • ensure that the correct licensing (TV and ERA license) have been obtained
  • provide a backup facility
  • remove access to tv programs annually
  • email staff in advance when programs are to be removed
  • provide correct software to watch tv programs via the streamed media service


Customer/Departmental Responsibilities

Customers will:

  • email the librarian in excess of one working day before tv programs are to scheduled
  • not store large tv program files in their home directories


Systems Development and Delivery

Service Owner: IT Services

Customers: College Departments

Summary:

Provision of IT project management, systems development and delivery of College Applications systems


IT Services will:

  • work with departments to analyze and define requirements used to develop a business case for approval
  • manage application development programmes and projects
  • adopt College standard procedures for Project Management based on the Framework for IT Support (FITS)
  • work closely with customers to obtain agreed requirements and design specifications
  • develop and test applications to agree specification
  • ensure applications are delivered to agreed timescales
  • provide progress reports to departments
  • transfer completed applications into the production environment and ensure that the necessary support arrangements are in place
  • process requests for changes and enhancements to existing business applications

Customers will:

  • work with IT Services to develop requirements for new and changes to existing applications
  • write business cases where appropriate for approval by the IT Services
  • agree and approve application requirements and functional specifications
  • complete user testing programmes and give formal approval for implementation and release

Examination Support

Service Owner: IT Services

Customers: Examinations co-ordinator, Departments

Summary

Examinations support is a core service for IT Services. IT Services must ensure that examination regulations are adhered to and that there is minimal disruption in other services.

IT Services will:

  • help select online examination providers that meet the needs and the capabilities of the college.
  • provide user accounts for candidates that meet the requirements of the examination boards ICE document
  • provide a dedicated technician to oversee the examination


Customers will:

  • select examination providers that meet with the capabilities of the college IT systems
  • consult with IT Services about the requirements of online examinations before the course application is agreed
  • provide all necessary information as to the requirements of the on-line or on-screen examination
  • be respectful of the importance of examination times, providing access to rooms approved that meet the specification of the examination board

File and Backup Service

Service Owner: IT Services

Customers: All Students and Staff of the College who have college network accounts

Summary

The set up, development and provision of centrally provided, secure, file space for storing critical files. File space is held on the Netword Attached Storage (NAS) which provides highly resilient storage using RAID volume protection, hardware redundancy. Data is protected by regular backup which provides a means of disaster recovery and enables files to be restored should they be accidentally deleted.

Quotas are 6GB for staff and 600MB for students

Currently, files held on the NAS can be accessed from machines running the Windows, Mac OSX and some Linux operating systems.

Some Departments have additional file storage, which is shared between various groups within the Department but is not a part of the regular backup service.

Central File Services

IT Services will:

  • provide central file space for each staff and student member of College
  • review default allocations on an annual basis
  • restore lost or deleted files on request. Such request will normally be dealt with by next working day. Note that files created and deleted between the nightly backups, cannot be restored. Note also that restoring files does not apply to email.
  • enforce quota on group and individual file space
  • provide group file space to Departments through the VLE
  • provide group file space to Departments through the T:\ Drive
  • remove files from the central file service 6 months after the staff or student account has been deleted
  • not provide a service to back up files held locally on individual customer machines
  • remove and/or report inappropriate files without notification
  • not provide a service to back up profile data

Customers will:

  • only store files that are work-related and held legally
  • according to College rules, take a copy of their files before they leave College if required
  • take responsibility for backing up their files held on their local machines

Audio-Visual and Projector Support

This is the responsibility of the Performing Arts Department

Information and Training

Service Owner: IT Services Customers: Staff and students of the College

Summary:

Provision of IT training. This includes scheduled training courses throughout the year and also courses run on demand depending on numbers of people requesting them. In addition there are Open Learning Sessions available using the Virtual Learning Environment

IT Services will:

  • arrange and run on demand courses depending on numbers of people requesting them
  • arrange training to be given by internal and external trainers as appropriate
  • provide courses through the VLE
  • review training materials to ensure they remain accurate, up to date and appropriate
  • review needs for and develop new training courses

Customers will:

  • request training when appropriate
  • develop and cascade their new skills to colleagues as appropriate

Remote Access and Mobile Devices

Service Owner: IT Services

Customers: All users of College IT Systems with a remote access requirement.

Summary:

Services and support for people working away from their normal place of work, including people working off site, e.g. at home. Access is provided to the College network for email, network files, Virtual Learning Environment and access to certain applications for authorised users via the college website.

Website Reference [www.example.com]


IT Services will:

  • provide remote access to selected College resources for authorised users
  • provide wireless connection points for parts of the college
  • provide connection services to the College network for people working away from College site. Connection services are: via the Internet using a Virtual Learning Environment, Citrix ica connection or webmail.
  • provide web access to email and calendering for students
  • provide facilities for a limited number of students to register their wireless MAC addresses subject to the provision of network segregation
  • support College laptops and other supported portable devices as part of the standard support service subject to standard service levels
  • provide support for other mobile devices on a best reasonable endeavours basis.
  • advise customers on the most suitable mobile working practice for their circumstances and provide assistance in configuration
  • support standard mobile computing technologies and make recommendations for deployment
  • research and evaluate new mobile technologies and recommend their use in College

Customers will:

  • register the MAC addresses of their computers and wireless adapters
  • seek advice on appropriate devices and compatibility with the College computing environment if they are considering the purchase of a new portable computing device
  • Bring laptops and other portable devices to IT Services if requested for support purposes

Hardware Purchase

Service Owner: IT Services

Customers: College departments

Summary

The provision of a cost effective service for procurement of PCs, laptops, network equipment, printers and other peripherals including the renewal programme. This is designed to leverage the combined purchasing power of the College to maximise the benefits to all through the provision of quality equipment at the optimum price and to ensure interoperability.

IT Services will:

  • negotiate prices for equipment
  • ensure system compatibility with the existing systems or provide a migration pathway if the migration complies with College requirements and policies
  • research and evaluate new technologies and recommend their use in College
  • ensure each piece of equipment is logged and has an associated asset number


Customers will:

  • order IT equipment through the IT Services Team
  • seek approval from IT Services regarding the most suitable choice of systems to ensure longer term compatibility and maintainability for College systems
  • provide accurate and reliable information of requirements

Operating Systems Management and Support

Service Owner: IT Services

Customers: College IT users


Summary:

The development, set up and provision of pre-configured operating systems, together with mechanisms to download, install and update College systems, including installation of system patches. Proactive evaluation of and migrating to versions of operating systems compatible with system stability and development to support College aims.

IT Services will:

  • configure and test new versions of operating systems (MS Windows, Mac OSX and Ubuntu, SuSE, Centos, Thinstation Linux)
  • provide access to operating systems
  • provide a basic standard common secure build for desktops and workstations; Windows, Linux and Mac OS
  • maintain & develop the unattended installation process for Desktop systems
  • maintain & develop mechanisms for applying operating system patches and upgrades and application software upgrades
  • configure user profiles for desktop systems
  • maintain the College wide Active Directory service taking data from the School Information Management System (MIS e.g. SIMS).
  • maintain the Domain.
  • provide 3rd line support on operating systems where appropriate to users
  • research and evaluate new operating systems and recommend their use in College

Customers will:

  • ensure the software on all computers under their control is correctly licensed including all pre-installed software

SIMS Support

Service Owner: IT Services

Customers: SIMS.net Users

Summary

The development, set up, provision and support of the SIMS.net service.

Each authorised member of the college can have access to SIMS.net, this has to be requested through the College Personnel Department.

Access to features and/or functions within SIMS.net will be given at the discretion of the SIMS Manager. Typically, a user's access will suppport their role within the college.

IT Services will:

  • provide a SIMS.net login for each member of staff requiring access to SIMS.net
  • administer user access to SIMS.net.
  • perform any required updates within 1 calendar month of release.
  • back up the entire server for disaster recovery purposes.
  • terminate the SIMS.net account when a member of College leaves.
  • provide training to new members of staff at allotted sessions through the academic year.

Customers will:

  • ensure the integrity of all data within SIMS.net and not divulge any data or information to unauthorised person(s)
  • ensure that their use of SIMS.net is appropriate to the needs of their work and is in accordance with applicable College Policies
  • report any issues with SIMS.net through the help desk web interface at Help Desk
  • NOT leave a computer unattended with SIMS.net open

Printer maintenance

Service Owner: IT Services

Customers: Departments, IT Suite users

Summary: All Curriculum printers for teaching and learning will be maintained and reliable, toner will be provided and installed. Curriculum printers are the following:

list of printers

IT Services will:

  • replace and upgrade printers in IT Suites as required
  • provide toner cartridges for non-departmental printers as required
  • monitor printer usage and report heavy use
  • not supply toner to or replace departmental printers
  • ensure 'best reasonable endeavours' to repair non-curriculum printers provided the department adhered to the specification advised by the IT Services Team
  • provide access to a centralised print server
  • manage print queues where appropriate

Customers will:

  • limit printing to work related jobs only
  • use the reprographics department for multiple jobs or >10 pages
  • report defective printers through the Help Desk
  • manage print queues where appropriate
  • not seek support for printers not adhering to the specification provided by the IT Services Team

Email Services

Service Owner: IT Services Customers: All users with a College email account

Summary

The development, set up, provision and support of email services using mail relays for transferring mail to and from College and on internal mail servers.

The recommended and supported client for access to email and other functionality is using MAPI, POP and IMAP clients, as is Web access via address

The Global Address Book generated from the Active Directory provides a directory of all email users. An LDAP directory is also provided and the College Directory is an equivalent web resource.

In addition, IT Services manages mailing groups that need to contain people external to the College.

IT Services will:

  • provide a mailbox for each staff and student member of College
  • review default sizes of mailboxes on an annual basis
  • provide a directory entry for each member of College
  • back up the entire server for disaster recovery purposes. Retrieval of an individual mailbox may not be possible
  • terminate the email account when a member of College leaves; email messages cannot be recovered
  • by specific request, forward email for up to 6 months after a member of College leaves
  • send bulk email to staff and students
  • provide SPAM filtering mechanisms to allow users to manage unsolicited email messages
  • check incoming messages for all known viruses
  • provide an authenticated SMTP service to allow sending of email
  • provide a process for dealing with offensive or illegal email

Customers will:

  • conform to the conditions of use of email services as defined by the Local Authority
  • manage their mailboxes regularly ensuring the deletion of unwanted e-mails in their inbox, sent items and deleted items folders
  • back up their mailboxes
  • take a copy of their email, if required, before they leave the College

Teaching ITSuites

Service Owner: IT Services

Customers: Teaching Departments

Summary:

The development, set up, and support of Teaching Clusters and IT Suites. These are configured with the College base build plus Departmental specific applications. The build is locked down to prevent staff and students installing unauthorised software. IT Services is responsible for ensuring all software is loaded and functions correctly from a technical viewpoint. The overall configuration is agreed with the Department which is responsible for licensing the software, testing and approving that it is functioning correctly.


IT Services will:

Hardware Support

  • procure and install desktop hardware and networking used for teaching and learning
  • advise and implement timely renewal of hardware
  • register the machines in the IT Services hardware inventory
  • interface the systems with the appropriate file services and peripherals (e.g. printers).


Software Support

  • provide the latest College standard build (subject to compatibility with Departmental applications)

On Windows:

  • update regularly the approved Anti-Virus software via the Managed service as required
  • lock down the C: drive to prevent unauthorised addition of, deletion of and modification to software
  • provide protected file space for students, mounted as the S: drive
  • deploy fixes for applications software to an agreed timescale


Applications software

  • meet with the Department to discuss teaching and learning requirements
  • in partnership with each Department, agree on a set of applications software to support Departmental teaching on PCs used for teaching and learning
  • Provide agreed set of applications where:
    • they are licensed,
    • they meet the system requirements,
    • they have been tested for compatibility,
    • they meet the college e-learning strategy
  • source software at optimum prices
  • provide media, installation and configuration information in good time to meet the upgrade schedule


On a termly basis:

  • package agreed Departmental applications software
  • set up test systems within above software image to allow users to test software is functioning correctly
  • correct problems found
  • out of term, in agreement with the Department, deploy to all teaching systems


On a daily basis:

  • ensure IT Suite systems are in good working order
  • respond to requests for help with IT Suites as a high priority
  • provide toner and paper for IT Suite printers


Customers will:

  • appoint a Custodian for each ITSuite
  • meet with IT Services during April/May to discuss teaching/learning requirements for the following academic year
  • provide IT Services with reasonable notice (minimum 3 weeks) for additions or changes to the test teaching build during the academic year
  • test all software is functioning correctly
  • report problems with use of the IT Suite to the Help Desk.

Whiteboard Support

IT Services do not have the expertise to support interactive whiteboards. It Services will endeavour to identify issues relating to the equipment and provide that information to an appropriate external support service.

Projectors are the responsibility of the Performing Arts department.

Maintenance and support of projectors are provided by an external provider and are subject to contract.

Email Service

  • An email service will be offered with 95% uptime, this will not include 7 days scheduled maintenance which will take place out of school hours.
  • Student emails will be filtered using systems managed by IT Services for inappropriate content.
  • Student email accounts are to be quota enforced to 30MB storage space
  • Staff email accounts are to be quota enforced to 300MB storage space
  • All email accounts will be subject to virus scanning and SPAM filtering
  • Email service can only be guaranteed where systems are within our direct control - issues occurring beyond our physical location are outside of our control

Network Infrastructure Services

Service Owner: IT Services

Customers: All users of College IT

Summary:

The development, set up, provision and support of data network services. These services comprise the physical cabling, network hardware, and software required to manage the communication between end user devices and the services they use. Access to the network is provided directly, over wireless connections, or from outside the College premises over the Internet or on a direct dial-up link.

IT Services monitors the availability and performance of the network and takes appropriate action to maintain adequate performance.

IT Services manages all new network installations within the College site. Using an annually agreed budget, ICT ensures that the core network provides sufficient capacity, core and edge devices are regularly reviewed, and a programme of network renewal proceeds to schedule, including all refurbishment projects which are required to include network provision and compliance with the IT Cabling Standards.

For all network services described below IT Services reserve the right to upgrade or maintain parts of the network during scheduled “network at risk” times


Core Services

ITSupport will:

  • provide a high capacity backbone network based on fibre links and high speed routers and switches connecting the major buildings of the College
  • design and support links to other locations at customer request
  • ensure adherence to the Local Authorities Acceptable Use Policies (AUPs) when making use of the College internet connection.
  • monitor all elements of the Service provision to ensure that the network can support the demands made of it. The evolution of the service will be planned on the premis that no component is utilised at more than 50% of its design capacity.
  • restore broken network links and failed services, either directly or through the management of third party suppliers.
  • give 1 weeks notice to customers of any other planned network downtime which, where possible, will be scheduled in consultation with the affected users.
  • consider requests for other high speed links to support teaching and learning
  • research and evaluate new technologies and recommend their use to College
  • provide the physical infrastructure in the buildings up to and including the network connections at the wall sockets
  • provide 1Gbps in limited circumstances
  • authorise and sign off network infrastructure installations, either stand-alone projects or part of larger refurbishments
  • provide access to the internet may be subject to the limitations of external contract


Customers will:

  • agree to AUPs when making use of the College internet connection
  • be aware that there may be service disruption during “network at risk” times
  • ensure, in consultation with IT Services, that any building refurbishment project includes funding for network services and space provision for accommodating network infrastructure.
  • ensure that where network infrastructures have been provisioned as part of a recent project, that appropriate levels of maintenance funding is available in subsequent years to support the new infrastructure
  • provide adequate secure space for network equipment
  • provide access at all times to the network infrastructure components
  • not install additional devices for onward access (e.g. mini-hubs, wireless access points, modems and similar devices)
  • not change or add any element of network infrastructure including cabling, containment, active equipment and power supplies without prior agreement with IT Services.
  • ensure that all hosts connected to the network, in whatever capacity, are registered with IT Services.

Network Services

IT Services will provide the following Network Services:

  • Domain Name System (DNS). This stores information about host names and domains on networks, such as the Internet. Most importantly, it provides an IP address for each host name
  • Dynamic Host Configuration Protocol (DHCP). This is a networking protocol, provides a means to allocate IP addresses dynamically to computers on a local area network (LAN).
  • Lightweight Directory Access Protocol (LDAP). This is a protocol running over TCP-IP for accessing, updating and searching on-line directory services.
  • Web Proxy Cache This provides for authenticated proxy access to external web sites


Customers will:

  • use the provided Network Services and not operate their own alternative services


Roaming Access

IT Services will:

  • provide wireless access to authorised users only
  • register the mac address of all college owned wireless cards
  • provide wireless access points to cover public places in Departments and other areas of the college. Note, there is not total site coverage.
  • provide wireless connection to the 802.11b or 802.11g standard with “Wi-Fi” compliance. Note, bandwidth cannot be guaranteed.
  • not guarantee wireless base station coverage across the entirety of the college
  • not be able to guarantee wireless service in the event of interference from sources such as other (non-college) wireless points
  • not provide stability or security over the wireless system
  • not provide guarantee that the wireless system will impact adversely on other key services

NB. in the event that the wireless infrastructure received appropriate investment it may be possible for IT Services to revise the above.


Customers will:

  • use provided wireless access points and not install their own
  • register the MAC address of their personal wireless adapters

Security Services

Service Owner: IT Services

Customers: All users of College IT

Summary:

The development, set up and maintenance of IT security policies and procedures, and provision of security services, to protect the integrity and security of all IT systems within College from unauthorised access, alteration and attacks. Advice and assistance on IT security issues is also provided, including security of student and staff owned systems.


IT Services will:

  • manage and develop anti-virus services for use within College. Currently this is based on McAfee Anti-Virus for which IT Services holds a site licence.
  • install anti virus software on College machines and provide an automatic update service
  • provide a College-wide Firewall with appropriate policies to ensure all College IT services and systems are appropriately protected
  • monitor various security sites for information on viruses and system security alerts and provide information to users
  • develop a College-wide Intrusion and Detection System (IDS) and provide reports on these to Departments and Faculties as appropriate
  • provide forensic analysis and evidence gathering.
  • conform to the College Acceptable Usage Policy]
  • give advice on IT security best practice
  • prepare and adhere to disaster recovery procedures for College IT services
  • block individual machines or users in the event of unexpected service disruption such as hacking or misuse.
  • monitor usage of the network for illegal activity such as downloading of copyright material
  • block access where illegal use is suspected
  • proactively ensure that the network is secure and virus free



Customers will:

  • conform to the requirements of the College Internet Security and Access Policy and any other such policies designed to maintain appropriate levels of security
  • take appropriate measures to ensure their computers are adequately protected against viruses and intrusion, including automatic patches of operating system and anti-virus software prior to connection to the college network
  • report any suspected virus or intrusion to their system to the Help Desk
  • report immediately any suspected compromise of their username and password to the Help Desk
  • change their password, in accordance with the Local Authority regulation.

Software Provision and Licensing

Service Owner: IT Services

Customers: All College staff and students

Summary:

The administration of licensing arrangements from vendors. IT Services provides advice to customers on individual software requirements so that their purchases represent good value for money and are appropriate to their academic or administrative computing needs.

IT Services will:

  • evaluate software prior to purchase and advise technical suitability and any potential limitations
  • negotiate new licences with software publishers/resellers as required
  • maintain records of licensed software and who is licensed to use it
  • purchase software products from suppliers on behalf of departments and inform customers of order progress
  • answer customer enquiries and provide advice on licensing terms and conditions including home use of licensed software
  • manage a server for holding software to download


Customer Responsibilities:

Customers will:

  • take appropriate action to ensure the software on all computers under their control is correctly licensed
  • ensure there is sufficient funding for licensing of software to be used in their area, and that any requests for software is appropriately ordered through IT Services
  • remove any software found to be installed without the necessary licence, or arrange for the purchase of an appropriate licence as soon as possible
  • ensure the prompt removal of expired licence products

Virtual Learning Environment

A virtual learning environment will be provided that meets the needs of the college. The virtual learning environment will be available 95% including holiday periods. This figure is not subject to any external network failure.


Web Services

Service Owner: IT Services

Customers: All users of College IT

Summary:

The development, provision and support of the College web presence on the internet via central web hosting for the College websites; also advice, training and development assistance for set up and support of web sites and services based on College standards.

Website Reference www.example.sch.uk


IT Services will:

  • Provide and operate standard College technical web environments on central web hosting facilities
  • Provide technology infrastructure (including templates and content management software) for web projects
  • Provide access to College documents in unrestricted and Open File formats
  • Provide guidance on the preparation of electronic content

Customers will:

  • Provide timely warning of forthcoming tasks/projects to be undertaken
  • Submit content for publication in a structured, accessible format (guidance on this will be provided)
  • Submit content along with clear instructions regarding its publication
  • Take reasonable measures to ensure that material submitted for publication does not infringe copyright legislation
  • Ensure that images submitted for publication comply with the 'Policy on the use of photographs and images of children in published media'

Approved Software

Approved software is software that has been tested for stability and approved for use on certain systems. Approved Software is not necessarily licensed site-wide. Installation support is provided, but application support is not provided for approved software

Software Product/Version Availability
Office Productivity Microsoft Office 500 computers
Office Productivity OpenOffice Site wide

Service Level Targets

Incident Management

Incidents are problems with or failures of existing services and they are given a priority to help IT Services plan and allocate work, especially in busy periods. Each priority has target times relating to response (i.e. confirmation to the customer that action is being taken) and resolution.

Priority Allocation

The priority given to an incident is determined by a combination of its impact (on College, Faculty, Department or individual), and urgency. The definitions below are used to establish the priority.

Impact Definitions

Key Services are:

  • Network Infrastructure Services
  • Authentication and Directory Services
  • Learning, Teaching and Public Access computer clusters (including other PCs used to support learning, teaching and Citrix)
  • Key Business Applications (e.g. SIMS and FMS)
  • File storage Services
  • Web services
  • Email Services
  • Help Desk


High

  • A Key Service has failed or is degraded affecting five or more users or a service is at risk owing to a threat or potential event e.g. virus alert, server failure or significant risk may result from the incident, e.g. loss of teaching/learning time, reputation or security

Medium

  • A Key Service has failed or is degraded affecting a single user or
  • A non-key service has failed or is degraded impacting multiple locations or users or a user’s desktop has failed

Low A non-key service has failed or is degraded affecting a single user


Urgency Definitions

  • High

Critical teaching/learning activities are at immediate risk and no workaround is available to the customer(s)

  • Medium

No immediate College deadline and no workaround is available to the customer(s)

  • Low

No immediate College deadline or a workaround is readily available to the customer(s)


Priority Calculation

Impact
Urgency High Medium Low
High 1 2 3
Medium 2 3 4
Low 3 4 5


Default priority is 4.

If a customer believes that their request should receive a higher priority than allocated they should hierarchically escalate the issue to the Network Manager.

Response Times

Priority Maximum Response Time Response Target Maximum Resolution Time Resolution Target
1 15mins 90% 8hrs 90%
2 1 hour 90% 1 Day 90%
3 4 hours 80% 3 Days 85%
4 1 day 80% 5 Days 75%
5 2 days 90% 5 Day 75%

Service Measurements