Service Definition End User Terminal Service V1.0 Signoff Name Role Signature & Date Jim Leeper Acting, Delivery Services Manager Page 1 24/04/2012
Document Control Information Document Change History Version Date Last Revised Author Change Description 0.1 12 October 11 Houssein Hallani Initial Draft 0.2 17 October 11 Sharon Brogan Contributor to Initial Draft 0.3 19 October 11 George Michalopolous Server Name amended from 09 10 0.4 25 October 11 Jim Leeper IT.INF.WINPLTAFORM added as specific Delivery Services group 0.5 02 November 11 Houssein Hallani RACI table amended 0.6 13 December 11 Houssein Hallani Service name amended to End User Terminal Service 1.0 15 December 11 Houssein Hallani Updated Service Description Distribution and Acceptance Version Recipient Date issued Approval 1.0 Sharon Brogan 15-12-2011 1.0 Jim Leeper 15-12-2011 1.0 Houssein Hallani 15-12-2011 Page 2 24/04/2012
Table of contents Purpose of this Document... 4 Service Definition Structure... 5 End User Terminal Service Description & Instructions... 6 End User Terminal Service Configuration... 8 End User Terminal support services... 9 End User Terminal Service RACI matrix... 12 End User Terminal Service Targets... 13 End User Terminal Reporting and Charging... 14 Page 3 24/04/2012
Purpose of this Document This document defines the scope, Service Components and Support Services required to deliver this service. Page 4 24/04/2012
Service Definition Structure The Structure is designed to enable the clear and accurate definition of services. The structure: Enables the definition of both simple and complex services Creates clarity by clearly defining what organisational/functional units are involved in delivering and maintaining this service Enables clear communication of service targets associated with different service elements Service Support Consists of a defined list of activities, resources and/or processes that are offered by the IT organisation to support the Services customers use. Periodic of review Once this Service Definition is approved by IT at UNSW it will form the initial baseline for future service renewal. Validation of the targets listed in this definition will be reviewed by the Service Management Office after 6 months from acceptance of the initial definition. Monthly performance reports will be provided; however a realistic operational time frame is required to gather quantitative data before a review is recommended. All service reviews will be conducted on an annual basis once the 6-month review is complete. The Service Management Office is accountable for initiating this review and managing service improvement opportunities through to a successful conclusion. Page 5 24/04/2012
End User Terminal Service Description Service Item Details This section provides information on what the service is known as and who within IT at UNSW owns the service. Service Name End User Terminal Service Group Delivery Services, IT.INF.WINPLATFORM Business Owner Portfolio Service Description Technical Architecture Technical Design The End User Terminal service allows Linux and Mac users to restore their files through a terminal service.. It will provide the ability for non windows machines to: Recover deleted/corrupted files (going back about two weeks) Access FSAM via IE. Access from off campus will only be allowed through VPN Service Components Description This section provides information on the key components that make up the service offering. This service can be accessed using zid and zpass at the following address: INFPWTS010.ad.unsw.edu.au Support details Contact Description All calls for support and service are raised by logging a ticket with IT Service Centre on 9385 1333. Page 6 24/04/2012
Instructions for using the Terminal Service Mac Users Mac users can access the terminal service using Microsoft's Remote Desktop Connection terminal client which is free to download and also included in Office 2011. STEPS 1. Launch Remote Desktop 2. When prompted, enter the computer name: INFPWTS010.ad.unsw.edu.au 3. Click any dialog buttons to continue. You will see a blank Windows desktop. 4. From the Windows 'Start' menu, select 'All Programs' then select 'Internet Explorer' 5. Using Internet Explorer - enter https://identity.ad.unsw.edu.au/identitymanagement as the URL. You can copy and paste this URL into IE. 6. When prompted enter your z number in the form of adunsw\z1234567 and your zpass password. 7. You should now see the FSAM Portal home page Linux Users Linux users can also use this address and login details in a Terminal Server. Page 7 24/04/2012
End User Terminal Service Configuration Campus Vlans Internet Staff Windows Internal Services L14 Rdp 3389 Windows Hosted Services VLAN 1119 Active Directory (ADUNSW) Authentication 445 Filerestore Server INFPWTS010 Windows 2008 File File Servers Servers (Stage2) (Test) Content Respository SMB 137,138,139 New System Page 8 24/04/2012
End User Terminal support services The following tables reflect the provider/resolver groups involved in the provision and maintenance of the End User Terminal service. 1 st Level Support IT Service Centre 2 nd Level Support 3 rd Level Support Faculty IT Delivery Services IT.INF.WINPLATFORM Internal SMEs Desktop Support SMO Monitoring and Reporting 4 th Level Support External SME s, Microsoft Level 1 Support: This team is usually the first point of contact for customers to raise IT related issues. This team logs the call that comes in via multiple channels (Phone, Mail, Email, In person, Fax etc.). First level support team tries to perform a quick assessment of the incident or request and attempt to fix the incident or fulfill the request by following simple troubleshooting scripts and cheat sheets. Example: Resetting password, Creating accounts. Level 2 Support: These are dedicated IT support teams responsible for handling non-standard and nonrepetitive calls. These teams have a higher skill set and possess greater level of system permissions and technical knowledge in incident solving and request fulfilling than first level support. These teams can also create change tickets to update the underlying infrastructure. First level support escalates calls to second level that they are unable to respond to. Second level support escalates calls to 3rd level support after troubleshooting. Example: Application Support team, Windows Server Support team Level 3 Support: These teams are comprised of "experts /specialists" for the specific system that exists within the IT infrastructure / Enterprise. Third level support team assists in resolving and fulfilling more complex incidents and requests which are unable to be resolved by the second level support as well as performing problem and change management. These teams normally comprise individuals from development, engineering, product management. Level 4 Support: This support level is normally provided by the Vendor of the product. Third level support teams are responsible for the management of the Level 4 support governed by underpinning contract. Example: Antares, Microsoft Page 9 24/04/2012
Whilst IT at UNSW provides this service the following pages reflect what organisational/functional units are involved in delivering and maintaining this service. Supplier management is included if the service relies on a third party. First Level Support - Service Centre General Description Detailed Inclusions and Exclusions Contacting this Support Service End User Terminal is a core service provided to the University community by IT at UNSW and is managed through service support structure and processes. All Incidents and Requests for Service are channeled through the Service Centre. The Service Centre will provide 1 st level support and facilitate 2 nd and 3 rd level technical/functional support where necessary. Inclusions Incident and Service Request logging Password reset Provide first level support for related Incidents and requests General enquiries Escalates to level 2 support if required Exclusions Any incident / enquiry requiring knowledge of the functionality of the End User Terminal are escalated to Level 2 support The IT Service Centre can be contacted on 9385 1333. The IT Service Centre support hours are 8:00am to 8:00pm Monday to Friday excluding public holidays. Saturday & Sunday 11:00am to 2:00pm More information can be found at: https://www.it.unsw.edu.au/staff/support/index.html Second Level Support Faculty IT General Description Inclusions and Exclusions This team provides second level support for Non SOE client related requests and incidents Inclusions Exclusions Non-SOE client related incidents and requests SOE client related Incident and requests Page 10 24/04/2012
Second Level Support Desktop Support General Description Inclusions and Exclusions This team provides second level support for SOE client related requests and incidents Inclusions Exclusions SOE client related incidents and requests Non-SOE client related Incident and requests Third Level Support Winplatform General Description Inclusion and exclusions Provides operational support for this service and the supporting infrastructure. The team is the primary technical support group that will resolve 3rd level incidents or problems with the service. The team will liaise with specific SME s to ensure a highly available service offering throughout the life of the service. Inclusions Operating System installation, configuration and patching Database administration and support Server patching Maintenance of underlying Infrastructure Operational support, monitoring and tuning Raise change management requests Escalation to 4th level support Service Management Office (SMO) IT Customer Services General Description Detailed Inclusions and Exclusions The SMO provides general service management overview. Inclusions Incident and problem management Provide reports on service requests and incidents Provide reports against Service Level Targets (SLTs) Maintain Service Definition document Change management Knowledge management Page 11 24/04/2012
End User Terminal Service RACI matrix Below is the RACI Matrix for critical elements of this service and the teams that deliver this service. RACI stands for: Accountable: Is defined as the person in this process who has accountability for ensuring the overall process is available, understood and performed correctly. Responsible: Is defined as the person(s) who are expected to perform the prescribed activity, resolve and/or escalate the related issues. Multiple levels within the matrix can do this. Consulted: Is defined as the person(s) who are consulted before decisions are made or implementations carried out. Informed: Is defined as the person(s) who need to be informed about the prescribed activity High level task Service group Description WinPlatform Desktop Support Faculty IT Service Centre SMO Owns the service R R,C R,C R,C A,R Is the primary contact/custodian for the end to end service and its performance. Provide operational support of the End User Terminal service Manage the process of Requests/Incidents (IMAC*) through to resolution. C C R R A R Provides operational support for this service and the supporting infrastructure. The team is the primary technical support group that will resolve 3rd level incidents or problems with the service. A,R R,C R,C R,C R,C Facilitate a solution that provides End User Terminal availability. This includes the provision of process such as change management to protect service integrity. Provides service reporting A,R C C C C Monthly availability reporting based on figures collected from CASD and provided to Service stakeholders. Provide support for Non SOE client related requests and incidents Provide support for SOE client related requests and incidents C C A,R I C Provide second level support for Non SOE client related requests and incidents C C I A,R C Provide second level support for SOE client related requests and incidents * IMAC Install, Move, Add and Change Page 12 24/04/2012
End User Terminal Service Targets The service targets described in the following table relate to the End User Terminal service and are managed through the standard priority targets integrated within the CA Service Desk ticket management tool. General Description Incident Management Support Service Levels Priority Code All Incidents and Service Requests are channeled through the IT Service Centre. Where Incidents are logged the IT Service Centre will provide 1 st level support and escalate the call to the most appropriate UNSW 2 nd level technical support. The following priority codes are used when a call is logged with the IT Service Centre. Description 1 A major production outage, performance degradation, or instability causing significant impact to the University community. 2 A large number of customers/end-users impacted. Entire office, department or school is experiencing similar problems. Small number of customers can not utilise mission critical applications. 3 User/customer work group unable to use non-mission critical application(s). Customer can work with minimal impact to their productivity. 4 Individual Service Request or Incident that does not impact business. Response Time The time taken for an IT at UNSW resolver to respond to the ticket. The call is logged and escalated immediately to the appropriate IT at UNSW resolver group and Incident manager. The call is logged and escalated immediately to the most suitable IT at UNSW resolver group. IT Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround. IT Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround. Resolution Time The time in which a solution to an Incident must be implemented or a Service Request fulfilled. Within 4 standard support hours from the initial logging of the Incident or Service Request Within 8 standard support hours from the initial logging of the Incident or Service Request Within 16 standard support hours from the initial logging of the Incident or Service Request Within 40 standard support hours from the initial logging of the Incident or Service Request Support hours are Monday to Friday 9am 5pm AEST Incident Response and Resolution are as per Service Centre times (No on call support outside Monday - Friday, 9am 5pm AEST) Page 13 24/04/2012
End User Terminal Reporting and Charging Reporting Reports Included Report Frequency Reports Generated For Charging Charging Model Frequency Service Pricing Yes Monthly IT Directors, Service Custodian and Technical support team leader n/a n/a n/a Page 14 24/04/2012