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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.
- 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/portal/portals9
- 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 required.
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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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