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- Defines a general level of predictability for IT communication and services.
- Reflects how IT conducts business currently and the direction of future services.
- Outlines clear policies related to the services of IT.
- Outlines clear descriptions of services offered though the /wiki/spaces/IT/pages/104976855 IT Service Catalog.
- Describes how work will be prioritized and indicated response times.
- Details the reporting on service levels to the College Community.
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- Services, access to services and accountability measures provided by IT are clearly documented in the /wiki/spaces/IT/pages/104976855 IT Service Catalog. The /wiki/spaces/IT/pages/104976855 IT Service Catalog is continually updated with changes as information is provided regarding what services are offered, how to access services, and how to get assistance for services.
- Outages to services are considered Incidents. Incidents will be communicated and documented to all stakeholders.
- Services are provided in adhered to College policies and IT procedures found in the /wiki/spaces/IT/pages/104976855the IT Service Catalog
Roles & Responsibilities
IT Responsibilities
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- Providing services outlined in the /wiki/spaces/IT/pages/104976855 IT Service Catalog.
- Meeting response times and resolutions times associated with the priority assigned to Incidents, Problems, Service Requests, and Projects.
- Providing a ticket number for transparency when working on requests.
- IT implemented processes and procedures to meet service level commitments.
- Generating semesterly reports on service level performance.
- Appropriately notifying stakeholders of all scheduled maintenance via normal communication channels.
- Appropriately notifying stakeholders of all Incidents impacting critical services via normal communication channels.
- Interact with the College Community in a respectful and courteous manner.
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Service Request: Due to the nature of Service Requests, resolution time will depend on the request. This is noted in the /wiki/spaces/IT/pages/104976855 IT Service Catalog below each item. For the majority of requests, IT will aim to resolve within ten (10) business days.
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