Service Definition
Enterprise SharePoint
V1.0
Signoff
Name Role Signature & Date
Document Control Information Document Change History
Version Date Last Revised Author Change Description
0.1 Chris Burling Initial Draft
0.2 Houssein Hallani Initial Review
0.3 5/8/2011 Chris Burling Incorporation of review feedback
1.0 17/8/2011 Chris Burling Minor amendments. Approved version
Distribution and Acceptance
Version Recipient Date issued Approval
1.0 Mark Fortini 17/8/2011 Verbal in review meeting
1.0 Joe Fenech 17/8/2011 Verbal in review meeting
1.0 Jeanette Patamia 17/8/2011 Verbal in review meeting
1.0 Jim Leaper 17/8/2011 Verbal in review meeting
Table of contents
Purpose of this Document
... 4
Service Definition Structure
... 5
Enterprise SharePoint Service Description
... 6
Enterprise SharePoint Service Configuration
... 13
Enterprise SharePoint support services
... 14
Enterprise SharePoint Support Services
... 15
Enterprise SharePoint Service RACI matrix
... 26
Enterprise SharePoint Service Targets ... 27
Purpose of this Document
This document defines the scope, Service Components and Support Services required to deliver this service.
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.
Enterprise SharePoint 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 Enterprise SharePoint
Service Group IT Infrastructure Services, SharePoint Team
Service Description The Enterprise SharePoint Service provides an online collaboration and communication
tool for UNSW business units and groups to use for a range of purposes including intranet web sites, workgroup collaboration and document sharing, or as a platform for simple workflow based processes (e.g. request and approval).
The ‘Basic Service’ offered by IT at UNSW is a SharePoint site hosting service, where IT at UNSW is responsible for supporting the underlying infrastructure and ensuring the system performs to the agreed levels of service defined in this document.
IT at UNSW can provide or arrange consulting services to assist customers with initial planning and implementation of their site, or updating their site at a later stage, however this is not a feature of the basic service and is chargeable.
Each business unit or group using the service is responsible for the administration of their site(s), site design, content management and ensuring that they are using the SharePoint product in an appropriate and effective way. In order for these aspects to be managed effectively, each business unit or group that uses the service must allocate staff to be responsible for the site maintenance and development. A description of these roles is provided in the “Support Services” section of this document.
Service
Options Description
Pricing This section provides information on the key components that make up the service offering.
The options presented here apply to both new customers wishing to establish a SharePoint site, and existing customers who wish to change their site.
IT at UNSW will monitor customer site usage and pro-actively contact customers if their capacity
requirements change significantly. This may trigger a re-assessment of the most appropriate service option. Basic
Service This service is suitable for customers where all users have a Z ID, and the number of users logged into the service at the same time is less than 500.
The Basic Service includes the following components, with a :
• An upfront assessment of requirements to ensure the most
appropriate service offering is selected (Basic, Large/Public or Advanced).
• Access to the basic out of the box functionality as detailed in the
tables below under “Basic Service Functionality”.
• UNSW Branded SharePoint site templates.
• 5 days1 of engagement with SharePoint Services staff to perform
the initial deployment of the SharePoint site(s). This includes:
o Discussion and education on site branding, navigation, basic functionality, access permissions, clarification of support roles and responsibilities.
o Completion of a site(s) configuration template
o Deployment of sites and SharePoint services (Top level structure only)
o Refinement of Deployment Configuration.
• 10GB2 initial quota for Content Storage per customer. Additional
storage must be formally requested, and is capped at 30GB under the Basic Service.
• Customer business units are required to nominate staff to
administer and be responsible for their site.
o Self paced training will be provided for administrators; however this will only provide a basic overview of administration tasks.
o An external training course (provided by Dimension Data) is highly recommended for these staff to ensure they have the appropriate skills and knowledge of the SharePoint product. (~$600 per person).
Up-front: $4k (5 day engagement at IT Rate Card) On-going: No charge
1 If there is a need for a longer engagement to establish the site(s), IT at UNSW will recommend the “Advanced Features,
Design and Development” Service option described below.
2 If a Customer uses (or requires more than) a 10GB storage allocation for Site Content, they have the option of purchasing
Large / Public Service
The Large / Public Service has the same features as the Basic Service, however this service is suitable for customers:
o who have a requirement for greater than 500 users logged in to the site at the same time, or
o that wish to enable access for public users / users that do not have a Z ID.
o require more than 30GB of storage.
The intent of this service option is to ensure that larger customers do not impact on the other service customers by consuming a disproportionate amount of system capacity. To mitigate against this, sufficient capacity must be added to the infrastructure platform to support large customers. This service offering includes:
• An upfront assessment of requirements and estimate of costs. • All features of the basic service.
• Deployment of appropriate infrastructure capacity to the
SharePoint system.
Note that this option may lead to a high cost solution. The Team site service may be a more cost effective option for customers that require a website style of solution (i.e. no collaboration features).
Up-front: Labour and Materials costs (infrastructure) As per IT Rate Card On-going: depends on scope of solution Advanced Features, Design and Develop-ment
The Advanced Features, Design and Development Service is appropriate for customers who:
• Require access to Advanced features: Reporting Services, Forms,
and Workflow, or Custom Authentication. (See the table below for description of Advanced Features.)
• Require consulting services for the design, development and
implementation of their SharePoint site.
• Have a requirement for a customised SharePoint application. • Have high security requirements
This service offering includes:
• All aspects of the Basic Service + • Up-front estimate of costs
• A project engagement with SharePoint specialists to plan, design
and implement the SharePoint site. The scope of this engagement is flexible depending on the needs of the business unit.
• Agreement on support arrangements: A separate service definition
(agreement) is recommended, and depending on requirements, additional support personnel may be required.
Up-front: Labour and Materials costs As per IT Rate Card I On-going: depends on scope of solution
Note: there will be limits on the number of customers that can be engaged each month due to effort bundled in to each engagement. It is suggested that less than 4 customer sites be planned for each site as a limit on the workload for staff involved in the provisioning process, however this number may vary based on other workload demands.
Basic Service
Functionality Description
This section provides information on the key functions available with the MS SharePoint 2010 product. Note that it is the responsibility of each customer to nominate which functionality they need included in their site.
Web Content SharePoint can be used to host web content for internal purposes e.g. a business unit
intranet site.
An intranet web site contains static content that is used for the purposes of communicating within an organisation, or providing reference information.
Web content can have access restrictions applied that only allow designated users or groups of users to view certain pages.
Team Sites3 +
Document Sharing Team sites represent online collaboration spaces and can have a range of functionality incorporated including:
Web Content;
Lists of contacts, actions, tasks, issues or risks; Team calendar;
Document Library for uploading documents, collaborating on documents, or publishing documents.
Team site content can have access restrictions applied to limit access to certain pages or items to a specified group or individual.
mySites my Sites are online “user profiles” that contain information about an individual. Each
mysite is owned by the corresponding user, and only they have permissions to update their profile.
The use of my Sites is optional.
SharePoint Search SharePoint has a built in search capability that allows users to search for documents or
web content within a site.
In browser Word, Access, Visio,
PowerPoint and Excel viewing and editing
Users have the ability to edit Word, Access, Visio and Excel documents that are stored within a SharePoint site using their Internet Browser, as long as they are using Internet Explorer version 7 32bit or later, or Firefox version 3.6 or later on a Windows Computer. All Windows XP SOE computers are compatible with this feature; however Mac
computers are not compatible with this feature. Note that Windows Computers running Internet Explorer 64bit are not compatible with this feature.
Metadata SharePoint has the ability to assign metadata (categories or tags) to documents or other
items. Metadata tags can have a hierarchical structure. Metadata is a powerful tool for managing documents because it ensures consistent use of terminology and provides better search results.
Review and Approve
Workflow The Basic Service includes 2 out of the box workflows “Review” and “Approve” which can be assigned to documents.
Basic Service
Functionality Description
Content Types SharePoint has the ability to pre-define categories of documents that have a consistent
set of properties such as a standard template; standard metadata; policies (e.g. expiration date); workflow (e.g. review and approve).
Content types are made accessible to end users through the “new” command (often displayed within team workspace SharePoint sites) which will present a drop down list of content types / templates.
Content types provide teams with a means to ensure consistent documentation, process, categorisation of documents and an ability to filter search results based on the metadata assigned to different content types.
Social Computing SharePoint 2010 includes several social computing features such as: - Communities
- Micro-blogging (comments and custom tagging of SharePoint content e.g. a news item may have the following tags “Christmas Party”, “2011”, “Academic Staff”)
- Social Networking – an online network of colleagues / other SharePoint users.
- Newsfeeds
- My Sites user profiles (already described above) All of these features are optional.
Advanced Service
Functionality Description
These features are not enabled by default.
Reporting Services SharePoint has the ability to create charts and interactive dashboards for viewing data. Forms On-line forms can be used for collecting data, or as part of a simple workflow process. Custom Workflow Workflows in SharePoint enable manual paper or email based processes to be
streamlined and in some cases automated. Forms / documents can be sent to:
People one by one after each other ( = serial), or Everyone at the same time ( = parallel)
Custom
Authentication The standard mechanism for logging in to SharePoint will be to use Z-Pass. Other forms of authentication may be possible and are regarded as advanced configuration. Third Party Product
SharePoint Client
Support Description
Internet Browser Not all internet browsers give users access to all of the SharePoint and Microsoft Office
integration features:
Full Functionality is available using Internet Explorer 7 32bit or later on a Windows Computer. (Windows XP SOE Computers get Full Browser Functionality.)
Partial Functionality is available using Internet Explorer 7 64bit or later on a Windows Computer, or Firefox 3.6 or later (Windows, Mac, or Linux Computer), or Safari 4.04 or later on a Mac.The following functions are unavailable within these Internet Browsers:
Connect to Outlook, Connect to Office, and Sync to SharePoint Workspace Datasheet view
Drag and Drop Web Parts
Edit in Microsoft Office application Microsoft InfoPath 2010 integration
Microsoft PowerPoint 2010 Picture Library integration Microsoft Visio 2010 diagram creation
New Document
Rich Text Editor – Basic Toolbar Send To
Signing Forms (InfoPath Form Services) Spreadsheet and Database integration Web Part to Web Part Connections
Slide library and PowerPoint 2010 integration
A detailed description of compatibility is provided by Microsoft here. Users on Firefox, and Safari browsers can still interact and publish documents to SharePoint sites, however this requires a more manual approach where documents are first saved, then manually uploaded to the site.
SharePoint Client
Support Description
Microsoft Office
Version Feature Office 2007 Office 2010 Office 2011
Save and open files from SharePoint
sites.
Check out and check in documents to
SharePoint sites.
Protect documents from unauthorized access or distribution from within the Office client applications by using Information Rights Management.
Publish Excel sheets to a server for centralized management, browser-based Excel sheet viewing, and access control.
Save multiple documents to the
SharePoint site at the same time
Save to SharePoint (from Office)
View and Manage Versions
View, Manage, Start Workflows
Co-author document simultaneous
editing
Set Metadata Properties
One click sync with server
Social tags and comments
Slideshow Broadcasting from
Powerpoint through PowerPoint web
app
Save Visio Document to SharePoint
(integrated in menu)
Take an offline copy of SharePoint
Content
Enable access to SharePoint Document
Libraries in Outlook.
Keep synchronized copies of SharePoint Calendars, Tasks, and
Contacts in Outlook
Publish PowerPoint slides to a server where they can be easily shared, access slides on Slide Library from within PowerPoint, and receive notification if a slide on the server changes.
Support details Description
Contact All calls for support and service are raised by logging a ticket with IT Service Centre on
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Enterprise SharePoint Service Configuration
AD
(authentication)
Exchange
(email)
Oracle Service Bus (external integration)
NSS
Other External
App / Data
Other External
App / Data
Other External
App / Data
Customer
Site
Custom
Application
Customer
Site
Customer
Site
Future
Customer
Site(s)
Enterprise SharePoint support services
The following diagram depicts the different levels of support including non-‐IT teams. Note that end users can engage support either through the Service Centre as per other IT Services, or they can approach staff in their own unit who have been nominated to perform duties regarding the site.
IT Ent Systems Infrastructure Services Level 2: Infrastructure Services Level 2: Infrastructure Services End User Level 2: SharePoint Farm Administrators Level 3: Infrastructure Services Teams
Level 4: (Product vendors)
Level 0: Customer Tenant + Site Administrators Level 3: Other Develop-ment Group Level 3: Custom Application Support Level 1.5
Level 1:
Service
Centre
Level 2: Customer Site Administrators (Custom Apps)
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The structure includes optional Level 2 and 3 support teams for customers who have deployed custom SharePoint Applications using their own support development teams. In this scenario there would be delineation of responsibilities between the ITU SharePoint Level 2 and the Faculty Level 2 team, where the ITU team is responsible for the overall environment and the Faculty team would have limited administrative access to the SharePoint Farm. However this is not a standard feature of the support structure and would only apply under approved circumstances.
It is recommended that for any applications deployed to SharePoint, a formal discussion and agreement takes place to define the support arrangements and that this is reflected in the CA Service Desk tool configuration of resolver groups, and incident / request categories.
Enterprise SharePoint Support Services
Whilst IT at UNSW provides this service, the following pages reflect what organisational/functional units are involved in delivering and maintaining this service.
Level 0 – Customer Tenant + Site Collection Administrators
General Description Each business unit or group that uses the SharePoint Service is responsible for performing their own site maintenance; administration and content management as well providing basic support to end users for their site.
To achieve this each customer business unit or group must nominate staff to be responsible for the different parts of their site.
Top Level Site
Sub-Site Sub-Site Sub-Site
TENANT ADMINISTRATOR SITE COLLECTION ADMINISTRATOR SITE COLLECTION ADMINISTRATOR SITE COLLECTION ADMINISTRATOR
These staff are referred to as “Tenant Administrator” and “Site Collection
Administrator”, where the Tenant Administrator is responsible for the whole site, and Site Administrators are responsible for a sub-‐site as depicted in the diagram above. Every customer organisation with a SharePoint site must have a Tenant Administrator, however the number of Site Collection Administrators required depends on the scale and complexity of the overall site.
As these roles ideally require a range of skills, a sample description of
competencies is provided here to assist in identifying appropriate candidates:
Level 0 – Customer Tenant + Site Collection Administrators Inclusions and
Exclusions Inclusions
The Tenant Administrator is responsible for administration and governance of the whole customer site in terms of:
• Site Structure • content, • look and feel, • navigation, • functionality,
• security and permission assignment
• Taxonomy and metadata planning and administration • Conforming to SharePoint standards
• Being the single point of contact for escalation of support issues.
• Attempting to resolve simple support queries and self-‐logging them with the CA Service Desk tool if support escalation is necessary. (To enable this, tenant administrators will be setup with an analyst level account in the CA Service Desk tool).
The Site Collection Administrator is responsible for a particular sub-‐site and the following aspects of that sub-‐site:
• Site Structure • content, • look and feel, • navigation, • functionality,
• security and permission assignment • conforming to SharePoint standards
• being a point of contact for escalation of support issues with their sub-‐site • attempting to resolve simple support queries and liaising with the Tenant
Administrator if necessary
Exclusions
• Custom Application Development • Configuration of SharePoint farm
First Level Support - Service Centre
General
Description The Service Centre performs Level 1 Support and will be able to respond to / log tickets raised by End Users or Tenant / Site Collection Admins. The first question asked of end users is whether they have contacted their local site collection administrator in relation to their incident / request.
It is desirable for the Service Centre to route incidents and requests to the appropriate level 2 or 3 resolver groups depending on the situation.
The main areas where the Service Centre will be able to resolve support queries is with authentication and access to the service in terms of assisting with Z ID and AD group membership related requests and incidents
Detailed Inclusions
and Exclusions Inclusions
• Incident Management
• Service Request Management • Facilitate end user account creation • Facilitate Account disable
• Direct user to available self-‐help material
• Resolution of simple SharePoint incidents based on supplied support scripts
Exclusions
• SharePoint functional support for out of the box functionality or custom SharePoint applications
Contacting this
Support Service 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:
Second Level Support – SharePoint Farm Administrators
General Description This group is responsible for monitoring and managing the SharePoint farm (i.e. all the servers, customer sites and SharePoint configuration), support for out of the box features, as well as other important operational aspects of the service e.g. system security and maintenance tasks. Another key responsibility of this group (although not relevant to end user support escalation) is to coordinate and execute much of the process to bring on new customers to the service.
Inclusions and
Exclusions Inclusions
• 2nd Level Support for Out of the Box SharePoint functionality – only after
escalation by Site or Tenant Administrators. • DR & service recovery process owner
• Monitor and Manage SharePoint infrastructure • Farm administration
• Capacity Management + Quota / resource allocation monitoring and management
• Reporting on storage utilisation • Provisioning of infrastructure capacity
• Keeping accurate records of customer site configurations (Technical Designs)
• Admin of application services (e.g. search, default service group/custom service groups, allocation of server resources)
• Maintenance of system documentation: Technical Designs, maintenance procedures and process artefacts
• Investigation and recommendation of new features / solutions • Management and admin of site URLs and Web Certificates
• Stewardship of SharePoint standards, policies and principles/guidelines. (+ escalation of architectural exceptions)
• Integration of 3rd party add-‐ons
• Manage Restoration of content Databases and sites from backup • Software version updates
• Dev/Test/UAT/Prod Environment Management • Release Management code migration
• Build for new Site Models • Provisioning -‐ New sites
Exclusions
• Simple SharePoint queries (these are supposed to be resolved by Site Collection Admins and Service Centre (Level 1) staff.
Second Level Support –Site Collection Administrators (Custom Application Support)
General Description Tenant and Site Collection Administrators may provide level 2 support in cases where a custom application has been developed.
This group is optional and only applies in cases where a custom SharePoint application has been deployed to a UNSW business unit and there is an agreement in place that nominated staff from that unit will provide level 2 support and administrator. As previously mentioned, a separate service definition is recommended for each Custom SharePoint application that is deployed in order to clearly define and agree support responsibilities.
Note that in cases where a level 2 group other than the Farm Administrators is providing support, they will only have limited access to administrative tools.
Inclusions and
Exclusions Inclusions
• Support for Custom SharePoint Application Functionality • Custom Application Administration
Exclusions
• Custom Application Development
• Configuration and Administration of SharePoint farm
Second Level Support – Service Management Office
General Description The Service Management Office (SMO) provides non technical support to
customers and users regarding the Enterprise SharePoint service.
Inclusion and
exclusions Inclusions
• Manages the customer relationship(s) with a ‘live’ service.
• Ensures that Services are monitored, measured and reported upon to customers.
• Facilitates service restoration during high priority incidents.
• Facilitates annual service review and updates Service Definition where required.
• Manages and maintains IT at UNSW’s IT Service Management tool.
Third Level Support – SharePoint Development Team (ITES)
General Description ITES Level 3 is involved with the initial customer engagement to provide high
level information on SharePoint capabilities and the “Advanced Features, Design and Development” service option when development of custom functionality is required.
From a support point of view ITES team only respond to issues relating to sites that they have performed development for. ITES Level 3 generally does not provide direct support to end users, requests and incidents should pass through at least the service Centre and possibly a level 2 team before they reach the Development Team.
Inclusions and
Exclusions Inclusions (support viewpoint, not development)
• 3rd Level Support for UNSW Developed SharePoint Applications
• Development of bug fixes Exclusions
• Deployment of releases into production – this performed by the Farm Admin.usions
• Deployment of new releases into production (this is to be performed by
Third Level Support –Other Development Team (Custom Application Support)
General Description This group is optional and only applies in cases where a custom SharePoint application has been developed by a team other than the ITES SharePoint Development team. A separate service definition is recommended for each Custom SharePoint application in cases where support arrangements are not consistent with this document.
Inclusions and
Exclusions Inclusions
• 3rd Level Support for UNSW Developed SharePoint Applications
• Development of bug fixes Exclusions
• Deployment of new releases into production (this is to be performed by the Farm Administrators)
Third Level Support – Infrastructure Teams
General Description IT Infrastructure Services Teams make up Level 3 support and provide back end
systems support for underlying infrastructure components and management services. End users should not have to interact with these teams directly. Level 3 teams will generally be engaged by the Level 2 teams to work collaboratively on incidents and new requests
Inclusions and
Exclusions Inclusions
• Physical and VMware Servers including Server Health Monitoring • Database
• Storage • Network
• Operating systems • DR and BCP processes • Reverse Proxy configuration
• Data Centre Environment Management Exclusions:
• Service Enhancements
• Software version updates
• Functional upgrades
New Customer Engagement (non-support)
General Description New Customer Engagement should follow the following steps which occur prior to
an agreement to bring a new customer onto the service:
Step Responsible IT Roles
1. Initial Meeting – Expression of Interest
More than one meeting may be required, however consulting services on site design and functionality beyond a high level overview should be appropriately categorised under the “Advanced” service option and cost recovered.
Portfolio Manager or Faculty IT Manager (possible via Service Request)
B.A, Developer or Farm Admin may be invited to provide high level explanation of capabilities depending on the type of site the customer requires.
2. High Level Requirements Gathering (completion of template)
B.A 3. Estimate and Proposal to
Customer B.A + Portfolio Manager + Farm Admin (+ Solution Architect depending on scope).
The process varies after the proposal stage, depending on the chosen service option.
Enterprise SharePoint Access matrix
The Following table details the different support roles and their level of access to the system. A Glossary of terms is available at this Microsoft site.
SharePoint Access
CRUD Matrix
C = Create R = Read U = Update D = DeleteGreg Text = has access but duty is delegated to a lower level user De ve lo pe rs Far m A dm in Te nan t A dm in Cont ent T ype Adm in 4 Si te Co llec tio n Ad m in Cont ent Cont ribut or Vi si to r
Farm Configuration CRUD
Standard SharePoint Services CRUD RU RU RU R
Custom SharePoint
Application / Feature CRUD RU RU RU R
3rd Party Plugin/ Module CRUD RU RU RU R
Workflow CU RUD RUD R R
Tenant Admin Site CRUD RU
Site Collection CRUD RUD R RU R R
Sub-‐Site CRUD CRUD R RU R R
Content Type CRUD CRUD R R R R
Metadata CRUD CRUD R RU R R
Form Services CRUD RU R R R R
Term store CRUD RU R R R R
Secure Store CRUD RU R R R R
Content Type Hub Site
Collection CRUD RU RUD R R R
Standard Web Part in a Site CRUD CRUD RU CRUD RU R Custom Web Part in a Site CRUD CRUD RU CRUD RU R
List or Library CRUD CRUD RU CRUD RU R
Static Web Content CRUD CRUD RU CRUD RU R
Document CRUD CRUD CRUD CRUD CRUD R
Enterprise SharePoint Service RASCI matrix
Below is the RASCI Matrix for critical elements of this service and the teams that deliver this service. RASCI 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.
• Support: These groups provide service support or resources to support implementation.
• 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
Por tfol io M an ag er s SM O Ser vi ce C en tr e Te na nt + S ite C ol le ct ion Ad m in is tr at or s OT H ER D ev el op me nt Te am s IT ES S ha re Po in t T ea m * (B A + D ev elo pe rs ) Sh ar eP oi nt Far m Ad m in is tr at or s Di re ct or , P ro je ct O ffi ce Di re ct or , E nt er pr is e Sys tem s Di re ct or , C us to m er Ser vi ces Di re ct or , I T In fr as tr uc tu re
Owns the service I S S S S R,S I A Is the primary
contact/custodian for the end to end service and its performance.
Change Management I,A R,S I S S S I I
Provides service reporting
R,S S I I I S A I Monthly reporting based on
statistics collected from CASD.
Manage high priority
Incidents R,S S S S S S I A Facilitate service restoration during significant incidents
Infrastructure
Monitoring I I I I I R I A Regularly report on and review infrastructure
capacity, performance and error logs.
Service Provisioning I S S R R R I A Perform activities required
to setup new customer sites. New Customer
Engagement R I S S I A I I Management of Engagement, high level
overview of service offering Requirements
Assessment S R S I A I I Completion of requirements template, categorisation of
appropriate service option (Basic, Large, Advanced) and initial estimate of costs Custom Solution
Development / Consulting Services
I S R R S I A I I Design, development and
deployment of custom solutions
Delivery of Custom
Enterprise SharePoint Service Targets
The service targets described in the following table relate to the Enterprise SharePoint service and are managed through the standard priority targets integrated within the CA Service Desk ticket
management tool.
Service Availability Target
Category Measures
Availability – Tier 2
99.5% availability over a calendar month (less than 4 hours unplanned outage) excluding planned and pre-agreed outages
Standard Hours of Support
Business Days, Monday to Friday 9:00am to 5:00pm
General Description Incident
Management All Incidents and Service Requests are channeled through the IT Service Centre. Where Incidents are logged the IT Service Centre will provide 1st level support and
escalate the call to the most appropriate UNSW 2nd level technical support.
The following priority codes are used when a call is logged with the IT Service Centre.
Support
Service Levels
Priority Code
Description Response Time
The time taken for an IT at UNSW resolver to respond to the
ticket.
Resolution Time
The time in which a solution to an Incident must be implemented or a Service
Request fulfilled.
1 A major production outage, performance degradation, or instability causing significant impact to the University community.
The call is logged and escalated immediately to the appropriate IT at UNSW resolver group and Incident manager.
Within 4 standard support hours from the initial logging of the Incident or Service Request
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.
The call is logged and escalated immediately to the most suitable IT at UNSW resolver group.
Within 8 standard support hours from the initial logging of the Incident or Service Request
3 User/customer work group
unable to use non-mission critical application(s). Customer can work with minimal impact to their productivity.
IT Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a
workaround.
Within 16 standard support hours from the initial logging of the Incident or Service Request
General Description
4 Individual Service Request or Incident that does not impact business.
IT Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a
workaround.
Within 40 standard support hours from the initial logging of the Incident or Service Request
Enterprise SharePoint Reporting and Charging
Reporting
Reports Included Yes
Report Frequency Monthly
Reports Generated For
IT Directors, Service Custodian and Technical support team leader Charging
Charging Model There are no on-going charges for this service other than for provision of additional storage as sites expand.
There are some up-front costs however relating to the effort required to deploy new sites as described in the Service Options section at the beginning of the document.
Frequency Up-front: once off charge for service provision
On-going: As needed on-going for additional storage in blocks of 10GB Service Pricing Please refer to the Service Options table for pricing.
