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This agreement is valid as of May 2021September 2023. Review is done at a minimum of every two (2) years.
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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 via the /wiki/spaces/IT/pages/104976877 process.
- 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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There are five (5) methods for contacting IT for all requests:
- Jira Portal: https://jiralambtoncollege.lambtoncollegeatlassian.canet/servicedesk/customer/portalsportal/9
- Web: https://www.mylambton.ca/college-information/it-service-desk
- Email: ITservicedesk@lambtoncollege.ca
- Phone: 519 226-542776-7751 x33853096
- In-Person: South Building B1-161
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- The IT Department's hours of operation are 8:00am to 78:00pm EST Monday through Thursday, 8:00am to 4:30pm EST on Friday, excluding holidays and College closures. Customers may contact IT through any of the approved methods of contact.
- Requests submitted via the Jira Portal, email, or phone (voicemail) can be sent at any time are and are reviewed during the hours of operation.
- IT responds to off-hours unplanned outage Incidents as outlined in the /wiki/spaces/IT/pages/104976877 process. required.
Response
For response to technical support or service, the goal of IT is to acknowledge and assign requests based on request type. This does not indicate that the request for support or service will be resolved, only that the request has been responded to.
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IT utilizes a prioritization matrix to determine the priority and allocate points that will determine the priority level of the request.
| Scope | Goodwill | Operations | Urgency | Points Allocated |
|---|---|---|---|---|
| Impacts >50% of users (lab, classroom, department) | Students, External Clients, and/or CLT will be affected negatively or positively | Core College (Academic) activities cannot occur | Event underway and immediate action could resolve the issue | 3 points each |
| Impacts >10 but <50% of users (lab, classroom, department) | Contract Obligations/Government Regulations would not be met | Core College (Administrative) activities cannot occur | Event scheduled to occur but enough time remains to respond without impacting the event | 2 points each |
| Impacts <10% of users (lab, classroom, department) | Department will be affected negatively or positively | Tasks are more difficult but not impossible to complete | Event can be postponed or is far enough away to allow response without loss of productivity | 1 point each |
| Impacts a single user | Goodwill unchanged | Interferes with non-business related use | No scheduled completion time is required and normal work can continue until responding | 0 points each |
Score is added for each category, total score indicates the priority of the request:
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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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If, at any time, you are not satisfied with the level of service on your request, you may contact Dave Mitton at Ken Chipman, Lori Atkin, or Dave Mitton:
- ken.chipman@lambtoncollege.ca or 226-776-3084
- lori.atkin@lambtoncollege.ca or 226-776-3044
- dave.mitton@lambtoncollege.ca
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- or 226-
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- 776-3051
They will gather additional details, categorize and process your request and respond to you with the action taken.
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