1. ICT Service Level Agreement . . . . . ....

Transcription

1. ICT Service Level Agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.1.1 Customer Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.1.2 Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.1.3 Scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.1.4 Structure of the Document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2 Service Framework . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2.1 Support Objectives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2.2 ICT Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2.3 Customer Responsibilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2.4 Outline of Support Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2.5 Link Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2.6 Service Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2.6.1 Normal Service Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2.6.2 Service Maintenance Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2.6.3 Automated Server Security Patching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2.6.4 Out of Hours Cover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2.6.4.1 Periods and Hours of Cover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2.6.4.2 Services Covered . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.2.6.4.3 Making a call to the Out of Hours Cover (OHC) line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3 Service Provision . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.1 Service Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.1.1 Remote Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.1.2 Self Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.2 Incident Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.2.1 Priority Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.2.2 Incident Response and Resolution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.2.3 Priority 1 and Major Incidents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.2.4 Escalation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.2.5 Problem Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.2.6 Complaints Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.3 Disaster Recovery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.4 Service Request (Task) Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.5 Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.5.1 Call Progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.3.5.2 Service Level Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4 Service Catalogue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.1 Authentication and Directory Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.2 Audio-Visual Provision and Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.3 Business Applications Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.4 Business Systems Development and Delivery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.5 Collaboration Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.6 Data Centre Server Hosting Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.7 Desktop PC Renewal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.8 Desktop Systems Purchasing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.9 Desktop Support Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.10 E-Learning Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.11 Email Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.12 E-Research Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.13 File and Backup Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.14 High Performance Computing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.15 ICT Printing Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.16 Mobile Computing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.17 Network Infrastructure Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.18 Operating Systems Management and Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.19 Research Database Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.20 Security Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.21 Software Provision and Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.22 Streaming Video Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.23 Teaching and Public Access Library Clusters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.24 Telephone Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.25 Training and Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.4.26 Web Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5 Appendix A College Departmental Desktop - Common Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6 Appendix B Charges for ICT Services and Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.7 Appendix C On Request Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.8 Appendix D ICT Organisation and Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9 Appendix E Disaster Recovery Service Criticality and Target Restoration Times . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.10 Copyright Notice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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ICT Service Level Agreement
Information Communication Technologies (ICT)
Service Level Agreement
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Session 2012/13
Service Level Agreement – ICT Services and Support
Effective from October 2005 with 12 monthly reviews
Last updated April 2013
Parties to the Agreement:
Imperial College Management Board:
ICT Division
Introduction
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Customer Service
ICT provides a range of services and support for these services to all of College. We recognise that we have real people experiencing real
faults which we will do our best to respond to and resolve as quickly as possible, remotely or by personal visit. The time to resolve a fault
depends on the nature of the fault and relative priorities of the outstanding faults on our work list.
At all times we will attend to faults at the soonest opportunity and our guiding priority order is:
IT events which put the College at risk (e.g. loss of revenue or reputation, security breaches)
College owned and supported equipment and applications systems and software used for
Teaching
College Administrative work
Research
Personally owned equipment used for College purposes
Other equipment where help will be provided on a "reasonable endeavours" basis.
Occasionally Faculties and Departments/Divisions will have other priorities. These should be communicated via Faculty Operating Officer or
Departmental Representative to their Faculty ICT Link Manager or Faculty Support Team Manager.
Examples of the kinds of faults people experience are:
Making a PC in a Teaching cluster work in time for the lecture to take place
Fixing a PC in the Finance Department to enable the user to carry on working
Upgrading a Research Linux cluster
Resetting passwords to enable people to log on or access central systems e.g. ICIS
Inability to raise Purchase Orders via I-procurement
Email accounts not working
Making the College web site available after failure
Resolving an operating system question on an Apple computer
This document details the services we provide and the commitments we make to the delivery of these services. We do not want people to
wait unnecessarily for their fault to be fixed no matter what priority it is allocated. We do understand that the last thing our customers want to
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hear is how well our performance targets are being met when they have had a fault with their PC that has been outstanding for many days.
However, the priorities and resolution times are needed and they need to be realistic as they help us manage the service and to set
reasonable expectations for response.
This Service Level Agreement (SLA) will be reviewed annually to make sure it continues to meet College requirements and reflects changes
in ICT Services.
Purpose
To inform Customers about:
what services are provided by ICT
what level of support to expect
their own responsibilities relating to the services
the level of service actually provided
To enable ICT to:
describe its responsibilities for providing support services
set service levels
report on its performance
Scope
This document covers support services provided by ICT to the academic, research, teaching and administration functions of Imperial College.
The support services and service levels relate to access and normal operation of the technology. Supported systems are computers with a
current maintenance contract or under warranty running up to date versions of the Windows, Mac OS, or RedHat Linux operating systems
For other equipment, legacy systems, and not yet validated systems help will be provided on a "reasonable endeavours" basis and may be
chargeable. For more details see Appendix B.
Note that ICT's ability to respond may be constrained by:
the need to call upon third party support (e.g. hardware maintenance, third party software support)
resource availability.
ICT is obliged to make best use of its resources for the benefit of the entire College in its teaching, research and administrative activities.
Should a request made to ICT be in ICT's opinion not making best use of these resources then ICT reserves the right to decline to carry out
the task. The customer may then request that consideration be given to changing that decision via the Faculty Operating Officer and further
to the College Support Services Committee.
In the context of this document the term "customer" means all users of College IT services covered by this agreement. This will include staff,
students, contractors and visitors who have authorised access to the IT services. In some cases the customers for a particular service will be
more specific than this and this will be qualified in the particular service description.
It should also be noted that ICT provides technical support for other College systems under separate agreements outside the scope of this
SLA, e.g. the systems which provide the Library Catalogue.
Structure of the Document
This document is structured into the following sections
Service Framework - including objectives, scope, ICT and Customer responsibilities, approach to support, service availability and
out of hours cover, and outline of the processes
Service Provision - covering measurable service targets
Service Catalogue all services provided are described explaining the responsibilities, scope and deliverables
Service Framework
ICT has adopted the industry best practice ITIL support framework to underpin its service support and delivery. A number of ITIL elements
are used, including incident management, problem management, configuration, change and release management and service level
management. For further information on ITIL see http://www.itil.co.uk/
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Support Objectives
To meet the changing needs of College IT customers
To provide high service availability and resilience compatible with cost effective operations
To ensure that all staff and students using College computing resources are adequately supported and assisted in their day to day
activities
To ensure that customers clearly understand what level of service to expect and their own obligations to provision of these services
To respect and safeguard confidentiality of data and equipment
To consult on the services with Faculties and Departments via Departmental Representatives and other mechanisms e.g. ICTAP
ICT Responsibilities
ICT will:
take responsibility for provision of the IT infrastructure, e.g. servers, LAN, WAN and Internet connections. Infrastructure is set up
where possible in a resilient manner so that it is to be available at all times. Support is only available during normal business hours
(08.30 – 18.00) on College working days; out of hours support is available for some key services; see 2.6.4
ensure access to the Central Service Desk within advertised hours.
support a range of supported hardware and software agreed with our customers. This range will be reviewed on an annual basis.
Equipment outside the range will be covered on a reasonable endeavours basis only. In some cases support will be chargeable and
ICT will notify the customers in advance (see Appendix B)
reserve the right to take systems out of service for upgrades and other changes if necessary
publicise the proposed downtimes for all services for customers' reference
provide 2 weeks advance notice of planned outages outside a regular system maintenance period (see below)
inform Department Representatives and other people likely to be affected by serious faults affecting services.
Ensure that changes to major College IT services will go through the ICT change management process
notify customers via ICTAP and other mechanisms of withdrawal of services and give 6 months notice.
offer only limited support for machines or software where there is no current maintenance contract or warranty agreement
provide systems and services in accordance with the College IT Security Policy.
ensure that all support activity is completed within College Health and Safety requirements and Disabilities Policy
undertake regular software audits of College computer systems to ensure compliance with College software licensing policies
ensure that services and support comply with the College Sustainability Policy
seek the agreement of the Customer before connecting to their computer remotely to diagnose or fix faults
Customer Responsibilities
Customers will:
provide feedback to ICT on Customer Service requirements via Departmental Representatives (
http://www.imperial.ac.uk/ict/servicedesk/departmentalcontacts/)
follow the appropriate procedures for contacting the Service Desk in order to receive the levels of service specified in this document
when requesting services from ICT, provide a named contact who has the necessary authority to make decisions about the work
conform to College Conditions of Use and Security Policy
provide reasonable access (subject to College Health and Safety standards) to support staff in order for them to complete their work
to meet service level targets Inability to give reasonable access may result in requests being delayed or closed
ensure their computer is available on the network to allow support staff remote access to diagnose and fix faults. Failure to do so
may result in Support Staff taking longer to resolve issues
provide administration access rights to ICT staff in order to be able to update machine configurations and software as necessary
ensure that all computers have a nominated owner, custodian and system administrator as applicable
ensure that only properly licensed software is installed on College computer equipment and correctly registered with the College.
Machines with unlicensed software will not be supported until the software has been deleted or licensed properly
make their computer available for periodic mandatory audits. These will be undertaken to ensure compliance with College software
licensing policies. Systems which have not been audited in accordance with College policies will not qualify for support under this
SLA
ensure operating system and application security patches are installed in a timely manner as approved by ICT
ensure that all equipment is covered by a current hardware and software maintenance agreement or warranty
take responsibility for hardware maintenance agreements for printers and other peripherals.
ensure that their critical data is held on file storage which is backed up. Customers are responsible for the security of their own data
which is stored outside the central storage facility.
not divulge their individual log in details to other people except for the purposes of fault resolution by authorised ICT support
personnel
provide reasonable resources to help with testing of service changes when asked
notify ICT in advance of events or requirements that might require a higher than normal level of support
notify ICT in advance of any event likely to affect service availability (e.g. electrical power down)
ensure that all support activity requested is within College Health and Safety requirements and Disabilities Policy
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Outline of Support Process
All requests for assistance should first be logged at the Service Desk which will manage the calls to resolution. Calls will be categorised as
either Incidents or Service Requests (Tasks). In general, resolution of incidents takes precedence over fulfilment of Service Requests
(Tasks).
Incidents. An incident is where an error or disruption to an existing service has occurred that requires resolution to enable normal
working to continue. Incidents are allocated priorities according to the business impact and urgency of the situation.
Service Requests (Tasks). These are requests for a service such as installing a new computer, providing access to a computer
application or upgrading an existing PC.
ICT Computing Support comprises three main elements:
First line support (entry point) – The ICT Service Desk provides the first line support and they can be contacted by telephone,
email, web forms or face to face.
Second line support – If first line support are unable to resolve the fault the call will be passed to second or third line support
depending on the nature of the fault. The second line Faculty Support teams are ICT support staff based in Departments/Faculties.
Third line support – The third line teams include technical specialists who are responsible for development of IT Services. Third line
support will resolve in-depth support issues which cannot be resolved by first and second line teams.
Link Management
ICT has appointed Link Managers to each Faculty and those parts of the College not Faculty based. The role of the Link Manager is to foster
good relationships with Departments and provide a communications channel between Departments, their Faculties and ICT at a strategic
level. Thus ICT will listen to the requirements of Departments and in turn share ICT's expected plans and strategies.
In addition, the Link Management function provides a mechanism for Departments to raise concerns and problems when the normal
processes have failed.
Faculty/Department
Link Manager
Support Services and other central departments
Chris Metcalfe
Business School
Paul Allatt
Engineering
Paul Allatt
Humanities
Chris Metcalfe
Libraries
Chris Metcalfe
Medicine
Chris Metcalfe
Natural Sciences
Paul Allatt
Student Union
Paul Allatt
Alumni
Paul Allatt
Imperial Consultants
Chris Metcalfe
Imperial Innovations
Chris Metcalfe
Imperial Incubator
Chris Metcalfe
Service Availability
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Normal Service Hours
Normal College business hours are 08.30 to 18.00 on College working days. ICT Services are usually available during normal College
business hours, except if system maintenance has been agreed. Support is available at these times via the Service Desk, Level 2 Faculty
based support teams and Level 3 technical specialists.
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Service Maintenance Schedule
It is necessary to take systems out of service from time to time to allow upgrade of hardware, operating system and applications software. It
is also necessary from time to time to apply urgent fixes for security, operational or business reasons. In general ICT will endeavour to do this
work during agreed, regular maintenance sessions. Occasionally the need will so great that a service will need to be taken out of service at
other times, in such cases, ICT will endeavour to give as much notice as possible to customers of service unavailability.
Regular system maintenance happens at the following times:
Time
Service affected
Comments
Tuesday 07.00 – 09.00
Network services
Includes JANET and London Man network at risk period.
Interruption to service is usually of short duration and notice is not
usually given.
Tuesday 07.00 – 13.00
Monitoring at risk
Notice will be given of service disruptions
Tuesday 17.00 – 21.00
InfoEd and Discoverer for Small
Systems
Tuesday 18.00 – 21.00
Apex at risk
Wednesday 16:30-18:30
E-learning Service
Notice will be given of service disruption
Thursday 18:00-00:00
IC Analytics (BIEE / BIPA)
Thursday 18.00- 01.00
Business Systems (eg ICIS, OSS
etc)
1st Thursday of each
month
18.30 – 00.00
Network Services
Friday 07.00 – 9.00
Web Services
Automated Server Security Patching
All Windows servers are on an automatic security patching cycle and will be patched and then rebooted. Automated patching was approved
at an ICTAP meeting as a sensible approach for the maintenance of our pool of file servers.
The patching process will begin at 04.00 on the day given against each server, with up to 45 minutes of downtime following (dependent on
the updates that are to be installed).
Microsoft tends to release their patches monthly. When approved by ICT Security, the patching is ordinarily released on the second Thursday
of each month, with patching starting on the Friday morning.
Out of Hours Cover
Out of Hours Cover (OHC) is intended to cover restoration of infrastructure which has failed outside of normal business hours and which is
essential to the running of College business critical services. For example, if an email server fails this would be dealt with if possible, but not
a fault an individual customer is having with say email quota. Incidents covered by OHC would be Priority 1 incidents under the ICT SLA if
they occurred during normal business hours.
All hardware used to support College business critical services is now monitored 24 x 7. When faults arise, alerts from the monitoring can be
directed to appropriate ICT staff, often via SMS services on mobile phones.
Work will be carried out remotely where possible although ICT staff will endeavour to come in to College if the situation warrants it. Work will
not normally be carried out through the night, as OHC is provided by the same staff who support the normal service.
The OHC cover does not guarantee that any fault reported will be fixed out of hours as this may require more resource than is available, eg
an external 3rd party company.
Periods and Hours of Cover
Level of cover offered
Mon – Fri
Sat, Sun, College closures*
Normal Support
08.30 – 18.00
None
Out of Hours Support
06.00 – 08.30
11.00 – 18.00
18.00 – 22.30
Page: 6
* No cover Christmas, Boxing or New Years Day or Good Friday
Services Covered
Infrastructure for the following key services is covered:
Service
Active Directory, LDAP
MS Exchange email
Email Gateways
Blackberry service
Central Backup
SAN File Storage
Core Network
College Internet Connection
Guest Access
Tier-1 Site Connections
DHCP and DNS
Student Halls network (wardens & conf office calls only)
Main College Web Site
College Windows Web Farm
College UNIX Web Farm
Oracle CMS (Portal) Web Sites, Oracle OID
ICT Print Service (database & printer server only)
MS SQL Database Service
Conference Office system (Kinetics KX)
Catering system (COSMIC)
ICIS (database and servers only)
ICIS Student Self Service
InfoEd Research Grant Proposal Tracking
Centrally managed Licence servers (restart of server only)
SACS Security Access Control System
Sports Centre Operation
VLE (Blackboard) infrastructure
Making a call to the Out of Hours Cover (OHC) line
The Out of Hours Cover Line (OHCL) will act as an interface between the customer and the ICT support teams.
Customers call the usual service desk number: 0207 594 9000 or Internal Ext: 49000
Outside of normal business hours, the Service Desk telephone handling system will provide an option to allow customers to choose the out of
hours cover line.
OHCL will ask for name and contact details of the customer and ensure they are a member of College, before asking for details of the
incident, obtaining as much detail as possible, and logging the call. Part of the role of OHCL is to screen the call to ensure it is of appropriate
level of criticality and is covered under OHC; if not the call will not be accepted.
Once accepted the OHCL will call the appropriate ICT staff, who will check the fault out and deal with it as appropriate. Information will be
communicated to the customer via the OHCL.
Page: 7
Service Provision
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Service Desk
The Service Desk manages the progress of all calls and identifies for action those calls which are likely to fail their performance targets.
Therefore the Service Desk should always be the first point of contact with queries about call progress, priority or quality of resolution. Call
progress can also be followed by referring to the ICT web site www.imperial.ac.uk/ict/servicedesk and choose "Service Desk Online".
Hours of service: 0830 to 1800 Monday to Friday on days when College is open. Messages can be left outside these times for action the next
working day and urgent issues can be reported to the Out of Hours Cover Line.
The Service Desk can be contacted as follows:
Telephone: 020 759 49000 (ext 49000)
Email: [email protected]
ICT Web Self-service: www.imperial.ac.uk/ict/servicedesk
In Person: Level 4, Sherfield BuildingSouth Kensington Campus London SW7 2AZ
Note that the ICT Web Self Service form automatically allocates incidents and tasks to ICT Support teams using the users Department
information.
In addition, there is a hotline telephone number (41126) to provide priority access to the Service Desk for Departmental Representatives.
All calls will be allocated a unique reference number and acknowledged by email.
A service desk status page is availbale on the web site www.imperial.ac.uk/ict/servicedesk/status and a live RSS feed for major incidents is
available www.imperial.ac.uk/ict/servicedesk/status/feed.php
Remote Assistance
Support Staff may use remote assistance tools to connect to a customer's computer to help diagnose and fix a fault without having to
physically visit them. In all cases this will be done with the agreement of the customer.
Self Help
Staff and students are encouraged to browse the Service Desk's web resources in order to discover the answers to the majority of common
IT issues. A FAQ (Frequently Asked Questions) is maintained on the web site www.imperial.ac.uk/blog/ictfaq
Incident Management
The primary goal of the Incident Management process is to restore normal service as quickly as possible, to minimise the adverse impact on
College business.
Incidents are defined as an unplanned interruption to an IT Service or a reduction in the quality of an IT Service. Incidents are given a priority
to help ICT plan and allocate work, especially in busy periods. Each priority has target times. Each priority has target times relating to
response (i.e. confirmation to the customer that action is being taken) and resolution.
Priority Allocation
The priority given to an incident is determined by a combination of its impact (on College, Faculty, Department or individual), and urgency.
The definitions below are used to establish the priority.
Impact
Definition
High
A Key Service* has failed or is degraded affecting 20 or more users or
A service is at risk owing to a threat or potential event e.g. virus alert, server failure or
Significant risk may result from the incident, e.g. loss of revenue, reputation or security
Page: 8
Medium
A Key Service* has failed or is degraded affecting a single user or
A non-key service has failed or is degraded impacting multiple locations or users or
A user's desktop has failed
Low
A non-key service has failed or is degraded affecting a single user
Urgency
Definition
High
Critical College deadlines are at risk and no workaround is available to the customer(s)
Medium
No immediate College deadline and no workaround is available to the customer(s)
Low
No immediate College deadline or a workaround is readily available to the customer(s)
Priority Allocated
Urgency
Impact
High
Medium
Low
High
P1
P2
P3
Medium
P2
P3
P4
Low
P3
P4
P5
*Key Services
Authentication and Directory Services
Key Business Applications (e.g. ICIS/HR, ICIS/Finance, OSS, Oracle/Grants, InfoEd)
Email Services
File and Back up Services
Network Infrastructure Services
Security Services
Teaching and Public Access Library Clusters (including other PCs used to support teaching)
Web services
E-learning Services
College Print Service
All Priority 1 incidents should be reported by telephone although customers might also send an email or complete the Service Desk self
service web form as confirmation.
Priority 2 incidents should be reported by telephone or by using the Service Desk self service web form.
If a person believes that their call should receive a higher priority than allocated they should raise the issue with their Faculty Support Team
Manager and/or Incident Manager.
Incident Response and Resolution
Response and resolution times are listed below according to priority of the incident. It is important to note that these are maximum times
rather than standard or normal times and that all incidents will be resolved as quickly as possible. The times relate to the normal service
hours of the Service Desk, i.e. from 0830 to 1800 Monday to Friday on days when College is open.
Priority
Max Response Time
Response Target
Max Resolution Time
Resolution Target
P1
15 minutes
90%
4 hours
90%
P2
1 hour
90%
1 day
85%
P3
4 hours
80%
2 days
75%
P4
1 day
80%
5 days
75%
P5
2 days
80%
10 days
75%
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Priority 1 and Major Incidents
Priority 1 incidents which have a College wide impact are treated as Major Incidents and are handled via the Major Incident Procedure, which
includes a communication process to keep customers and senior ICT managers informed.
Priority 1 incidents where the impact is more contained eg within a single Department, are also handled specially but only the Departmental
IT Representative, Faculty Support and Site Managers are informed.
In both cases resolution takes precedence over other activities where there is a requirement for the same resource.
Escalation
The escalation process is invoked when there is a possibility that the service target for a particular incident is likely to be exceeded.
Escalation will expedite support activity so that incidents receive the necessary attention. All times are in working hours/days.
Priority
Max Resolution Time
Assignee Team Manager
(i.e. Manager of Faculty Support or Third Line Support Team)
Link Managers
P1 (Critical)
4 hours
immediate
Immediate
P2
1 day
75% elapsed
Breach + 50%
P3
2 days
75% elapsed
Regular breach reports
P4
5 days
75% elapsed
P5
10 days
75% elapsed
'Breach' means expiry of maximum resolution time.
In addition customers are advised to contact their Faculty Support Team Manager if they are concerned about a particular incident. If they
are unavailable, please contact the Service Desk or your Departmental IT Representative, who will call the Service Desk via the Emergency
number.
Support Team Managers
Medicine – Dawn Beaumont
Natural Sciences – Adrian Mannall
Engineering – Tim Machin
Commercial and Support Services, Central Library, Humanities and Business School – Jamey Khan
Problem Management
The ICT Problem Manager will
convene teams to identify and resolve the root cause of Major Incidents, providing reports to ICT senior management on these and
ensuring any actions arising are dealt with by raising any resulting requests for Change
analyse incidents to identify patterns and make suggestions to senior ICT management on action which needs to be taken to prevent
such issues recurring
seek out root causes of incidents and ensure any ensuing changes are handled appropriately via the change management process
analyse services and their quality and advise Senior Management on improvements
Complaints Procedure
If there is still an outstanding issue about the service after discussion with the Support Team Manager, then the customer should contact the
ICT Link Manager who will discuss the concern with the customer and if appropriate, the Faculty Operating Officer or Head of Administration
Division in order to agree the appropriate action.
If the issue is still outstanding after this process, the customer should contact the people below in sequence to escalate and resolve the
matter:
Head of IT Services – Paul Allatt
Director of ICT – John Shemilt
If this does not prove successful then the customer should escalate the concern to the Operations Committee via their Faculty Operating
Officer or Head of Administration Division.
Disaster Recovery
Page: 10
ICT has developed a disaster recovery plan, in accordance with the College's Disaster Recovery Policy:
http://www3.imperial.ac.uk/riskanddisasterrecovery/disasterrecoveryhome which will be regularly rehearsed.
College policy requires that a Crisis Management Group to manage a disaster in ICT, along with a framework for handling ICT's response to
a disaster.
To minimise any disruption, key services have redundant or load balanced hardware located in the Mechanical Engineering and Department
of Computing computer rooms.
In any disaster scenario, ICT's approach to restoring services will be prioritised by service criticality. A breakdown of service criticality and
target restoration times can be found in Appendix E.
Service Request (Task) Management
In addition to incidents, customers contact the Service Desk with requests for work such as setting up a new user, installing a new PC, or
making a network point live.
Requests are of the following types and often require appointments to be made with customers:
Standard requests with defined lead times for completion (see Appendix C).
Other requests will be assigned an owner within one week, and if it is agreed to go ahead, ICT will agree with the customer an
estimated time for completion and a charge if applicable. Occasionally a request will be significant enough to become managed as a
project following the standard ICT Project Management Procedures.
Reporting
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Call Progress
All calls are managed through the Service Desk and customers will be informed by email of the call priority and progress. Progress of
individual calls can also be viewed on the ICT web site www.imperial.ac.uk/ict/servicedesk
Service Level Performance
ICT has a number of Key Performance Indicators (KPIs) to help ensure services provided are performing well. One of these is its
performance against this SLA.
ICT will set a target of 99% availability for key services and their performance is tracked. Individual performance exceptions will be identified
and investigated.
Service availability can be found at the following page http://www3.imperial.ac.uk/ict/services/serviceavailability Please note that the figures
are based on unplanned outages only and calculated over a 24x7 period.
Performance against the targets in this SLA will be reported monthly, published on the ICT website and made available to Faculty Operating
Officers for review.
ICT will provide Departmental Representatives with detailed lists of calls raised and closed and a list of all outstanding calls in order to review
priorities and identify appropriate action to resolve them.
Link managers and Faculty Support Team Managers and 3rd line Support Team managers where appropriate will be informed of all incidents
exceeding their target resolution time.
Service Catalogue
All customer services provided by ICT are included in the following section.
Each Service Catalogue entry contains the standard headings and information listed below:
Service Name
Service Owner
Customers
In the context of this document the term "customer" means all users of College IT services covered by this agreement. This will
Page: 11
include staff, students, contractors and visitors who have authorised access to the IT services.
In some cases the customers for a particular service will be more specific than this and this will be qualified in the particular service
description.
Summary
Website Reference
Description to include as applicable:
Deliverables
Responsibilities of ICT and the customer where different or additional to general responsibilities in the main body of the SLA
document, e.g. correct functioning of application software in Teaching Clusters
Specific and important aspects of the service e.g. cyclical update of Teaching Clusters
Service Targets especially where they are particular to this service rather than being included in the general service targets, e.g.
spam email detection targets, service availability, network at risk times.
Measurable parameters or constraints, e.g. space allocation for file services
List of services in this Section
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The following table indicates typical usage of ICT Services:
Service
Students
Teaching
Research
Administration
Yes
Yes
Yes
Yes
Audio-visual provision and Support
Yes
Yes
Yes
Yes
Business Applications Support
Yes
Yes
Yes
Yes
Business Systems Development and Delivery
No
No
No
Yes
Collaboration Services
Yes
Yes
Yes
Yes
Data Centre Server Hosting Services
No
No
Yes
No
Desktop PC Renewal
Yes (teaching clusters)
Yes
No
Yes
Desktop Systems Purchasing
No
Yes
Yes
Yes
Desktop Support Services
Yes
Yes
Yes
Yes
E-Learning Support
Yes
Yes
No
No
Email Services
Yes
Yes
Yes
Yes
E-Research Support
No
No
Yes
No
File and Backup Services
Yes
Yes
Yes
Yes
High Performance Computing
No
No
Yes
No
ICT Printing Service
Yes
Yes
Yes
Yes
Mobile Computing
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Operating Systems Management and Support
Yes
Yes
Yes
Yes
Research Database Support
No
No
Yes
No
Security Services
Yes
Yes
Yes
Yes
Software Provision and Licensing
Yes
Yes
Yes
Yes
Streaming Video Service
Yes
Yes
Yes
Yes
Teaching and Public Access Library Clusters
Yes
Yes
Yes
No
Telephone Services
Yes
Yes
Yes
Yes
Training and Information
No
Yes
Yes
Yes
Web Services
No
Yes
Yes
Yes
Page: 12
Service Owner: Technology Operations
Customers: All users of College IT
Summary :
The development, set up, provision and support of authentication and directory services. ICT provides each member of College with a
username and associated password which authenticates them for use of IT facilities, e.g. their own desk top, email, public access PC
clusters in Departments and in the library, College Business Systems e.g. ICIS, and restricted areas of the College or Departmental web
service.
Use of the College username/password is governed by the College Conditions of Use of IT Facilities, see
http://www3.imperial.ac.uk/secretariat/collegegovernance/provisions/policies/infosystems/policies/policy2
ICT also maintains and provides access to a data base of user names, email names and other information including office location, phone
numbers, email address, personal information.
Website Reference:
www.imperial.ac.uk/ict/registration
www.imperial.ac.uk/collegedirectory
Description:
Authentication Services
ICT will:
provide help and assistance with respect to authentication needs and faults via the Service Desk.
allocate a username and password to new staff and students on joining the College. These will be made available to students for the
first week of the new academic session
provide an online mechanism to allow new students and staff (excluding casual staff and contractors) to activate their accounts
provide an IC domain username/password within one working day of receipt of the C form where this is required
provide an online mechanism for users to change their College wide password, see
www.imperial.ac.uk/ict/security/securitypolicies/passwords
not disclose username/password information to others except under the procedures laid down in the College Security Policy, see
http://www3.imperial.ac.uk/secretariat/collegegovernance/provisions/policies/infosystems
provide guest access, see www.imperial.ac.uk/ict/registration/staffandstudentregistration
ensure passwords are securely stored and usernames are propagated to authentication services used within College e.g. Microsoft
Active Directory, LDAP and OID.
de-activate staff accounts when they leave College unless alternative arrangements are made
de-activate student accounts 12 months after they leave College unless alternative arrangements are made
run a secure Guest Access service
Customers will:
use the College computing facilities in accordance with the College Conditions of Use and associated security policies, see
www.imperial.ac.uk/ict/services/securitynetworkdatacentreandtelephonyservices/security/securitypolicies
not permit others to use their username or password nor disclose their password to anyone else
inform ICT if they have reason to believe their password has become known to others
change their College password at least once each year as required by the College Security policy (
www.imperial.ac.uk/ict/security/securitypolicies/passwords)
staff who access business systems e.g. ICIS must change their password every 90 days
provide proof of identity if they request a password to be reset via the Service Desk
ensure their C forms, where one is required, are countersigned by their Departmental IT Representative or delegate
Directory Services
ICT will:
maintain a data base of usernames, email names and other information including office location, phone numbers, email address,
personal information
provide customers with a method of updating their directory information
provide access to this information within the College via the Exchange Global Address list, an LDAP service and via the web based
College Directory
provide access to this information from outside the College via a web interface
enable users to opt out of the external directory
update directory services information normally within 5 working days.
send out a reminder to customers to check their information if it has not been updated for 12months
Customers will:
update their directory entry if the information (e.g. room, telephone extension etc) changes
check their directory entry once per year and update it if necessary
Page: 13
Audio-Visual Provision and Support
Service Owner: IT Services
*Customers:*College Departments, Staff and Students.
Summary:
ICT is charged with replacing and subsequently managing vendor maintenance of the Audio-visual equipment in a specified number of large
Lecture Theatres (see below) on the South Kensington Campus. A minimum standard specification of audio-visual equipment has been
agreed (see list below), which will provide for a consistent method of use and operation across these Lecture Theatres, thus considerably
enhancing ease of use. This Audio Visual renewal programme is aligned, where appropriate, to the Estates Lecture theatre fabric renewal
programme.
Departments can upgrade the equipment above the minimum standard by agreement with ICT subject to agreeing to pay any additional
equipment, installation, annual maintenance and operational costs. Installation of such equipment is also subject to no change in overall
operational control. Such equipment must be covered by a current maintenance agreement and ICT support for any agreed enhanced
equipment will be on a reasonable efforts basis.
Website Reference
www.imperial.ac.uk/ict/services/teachingandresearchservices/audiovisualsupport
Description
The Support Process:
ICT is neither staffed for nor charged with providing 1st line Audio Visual support. This must be provided by local Departments or Faculties.
ICT will provide 2nd and 3rd line support for this equipment. Departments are asked to ensure that the Audio Visual Development Manager is
informed of the names and telephone numbers of the local Departmental support staff and changes to these.
Telephone numbers of local Departmental support staff should be displayed in the Lecture Theatres.
ICT has set up an Audio Visual support call number, 49003, to allow reporting of faults. Departmental support staff are asked to call this
number in the event of an issue they cannot resolve directly. The Service Desk staff accepting the calls will pass them on to appropriate ICT
teams.
Standard ICT SLA business hours (08.30 to 18.00) and response times apply. As some faults will need to be referred to a 3rd party supplier
for resolution, resolution times for these calls may be extended beyond the standard resolution times in ICT SLA.
Departmental support covers
Dealing with support of academics and visitors etc in day to day use of the Audio Visual equipment and control system
Providing help with use of portable media eg CDs, USB sticks, to hold and make presentations.
Connecting user laptops to the Audio Visual system
Helping with any walk through of a presentation prior to live presentation to ensure no issues
Ensuring issues which arise are actually with the supplied equipment, eg by testing faults against the standard PC provided in the
lectern
Checking the physical security of the equipment, eg the lectern is locked, and reporting to the ICT service desk via the Audio Visual
call line if this is not the case
Responding to the sonic security projector alarm should this be triggered and if necessary informing the ICT Service Desk via the
Audio Visual call line
Reporting of faults via the Audio Visual call line to the ICT Service Desk should they be unable to resolve them
Issuing and recovering microphones, laser pointers etc and ensuring batteries are replaced when required
Ensuring that Departmental contact numbers are prominently displayed
Ensuring end user instructions are available on the lectern
ICT Faculty support covers
Dealing with IT issues with the computer and network in lecture theatres and their use with the provided equipment.
Accepting calls about equipment failures and faults from Departmental support staff and resolving these where possible
Escalating faults via the ICT Service Desk to 3rd line Audio Visual support should they be unable to resolve the issue
Adjusting brightness and sound levels on request from Departmental support staff
ICT Audio/Visual support covers
Ensuring there is adequate documentation and training for end users
Ensuring there is adequate documentation and training provided for Departmental and ICT support staff
Ensuring there are standard wiring diagrams for each installation and adequate instructions for ICT internal use
Handling of calls from ICT support staff and resolving these where possible
Escalating unresolved faults to the 3rd party maintenance supplier and managing these to completion
Setting up of weekly, and/or daily reports from the monitoring software
Reviewing of such reports on a regular basis and taking action on items as appropriate
Proactive monitoring of the performance of the Audio Visual equipment
Management of replacement stocks for projector lamps, cables etc
Organisation of replacement projector lamps and filters
Organisation of the equipment maintenance contract and its renewal
Organisation of the equipment renewal programme and liaison with Departments and Estates
Organisation of the maintenance inspections of the equipment
Page: 14
Standard Preventative Maintenance
There will be 3 inspections of audio visual equipment each year as part of the maintenance contract. Dates and times of these will be
arranged with Departments.
Spares will be held on site to assist rapid swap out
Should a piece of equipment fail more than 3 times in a year then it will be replaced
ICT will hold meetings with the contractor on a quarterly basis to review the performance of the equipment and the maintenance supplier.
Operational Issues
Projector lamps have an expected lifespan of over 1000 hours. Replacement lamps must be purchased by Departments.
The monitoring software provides warnings on when lamps need to be replaced; replacement of lamps and filters will usually happen during
planned maintenance inspections.
Where a Department has agreed an enhanced projector it must cover any additional costs for replacement lamps or filters above the costs of
standard replacements.
Projectors will automatically power off after 2 hours. Departments may request an alternative power off period.
Equipment housed in rooms where chalk is often used may need to be cleaned on a regular basis to ensure continued good performance.
Departments will be required to cover any additional costs incurred.
Software
PCs in the lecture theatres will have the ICT common base build (including Microsoft Office with Powerpoint) plus the appropriate
Departmental teaching software overlay used by the primary Departmental user of the lecture theatre. This Department must cover the costs
of any software licences required.
Users from other than the primary Department or visitors requiring specialist software should bring it pre-installed on a laptop and plug it into
the provided connection point. Presentations can also be brought on portable media such as USB sticks or CD/DVDs.
The Standard Configuration is located in appendix A on the following page:
www.imperial.ac.uk/ict/services/teachingandresearchservices/audiovisualsupport/avprovision
For Lecture Theatres covered by the A/V Replacement see:
www.imperial.ac.uk/ict/services/teachingandresearchservices/audiovisualsupport/supportedrooms
Business Applications Support
Service Owner: Business Systems
Customers: All users of central College Business Systems
Summary:
College Business Applications eg ICIS ( Finance, HR, Payroll), Oracle/Grants, InfoEd are owned by the individual Support Services
Divisions. The ICT Business Applications Support team works closely with these divisions to manage issues via the ICT Service Desk and
coordinate support, including access permissions, ensuring appropriate security of data and applications. Desktop set up requirements are
handled in conjunction with the ICT Faculty support teams.
Support of College Business Applications is heavily dependent on application software from external suppliers. Consequently, standard
resolution times will sometimes be exceeded and ICT will seek agreement from the customer representatives on these occasions.
The major business applications are listed below:
Catering System (Cosmic)
College Security System (SACS)
Conference Office Systems (Kx-Conf)
Corporate CID generator
Strategic Risks Register (Empirical)
Estates Helpdesk system (Concept)
Estates Space and Projects Databases (Pythagoras, IMPREST)
Occupational Health System (OPAS)
Timetabling Systems (Celcat and Optime)
College room booking system (Kx-WebRoomBooking)
Web Bed and Breakfast
Sports Centre Systems (Horizons and Advantage))
College web and Content Management System (Oracle Portal; News and Events)
Risk Assessment Database and Reporting system (Radar)
Estates Energy Management Systems (Stark, TEAM, Trend)
Distribution of ICIS month end reports (Report2Web)
Oracle Discoverer (Discoverer)
Operational Intelligence (Data Warehouse and analytic tools)
Imperial College Analytics (ICA/IEEE)
Finance applications
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Account Receivables (AR)
Accounts Payable (AP)
Autofax
Bank Payments System (BACS)
Purchasing & online auctions system (PO)
i- Procurement systems (i-Procurement)
Cash Management system (CM)
General Ledger (GL)
Fixed Assets (Fixed Assets)
Online Payables invoice scans repository (Omnidox)
Purchasing Punch-out and XML system (Oracle Exchange)
Cheque Generation (Secure Cheque)
Planning and Budgets application (Hyperion)
Web payments (Web payments)
B2B interfaces (OB10)
Supplier auctions (iSourcing)
HR related applications
HR (staff records) system (HR)
ICT Holiday Booking System (ICAMS)
Individual CID Generator
Casual Worker Database (Temp Bank)
Employee Self Service (HRSS)
Learning Management system (OLM)
Payroll system (PAY)
SAUL and USS interfaces (SAUL, USS)
Labour Distribution system (LD)
I-recruitment (I-recruitment)
EDI Transfer to HMRC (ODEX)
HESA return System (HASTE)
Research related applications
SciQuest (Chemical Tracking)
SALUS (Safety Incident Management)
Digital Repository (Spiral)
International Collaboration system (International Collaboration)
Intellectual Property Mgt system (IPMS)
Management of UKRR's journals (Larch)
Research Facilities and Equipment Booking
Research Proposal Management system (InfoEd)
Symplectic publications system (Symplectic)
Professional Web Pages (PWP)
Oracle Grants system (GMS)
Technician Timesheets' system (TimeSMART)
Student related applications
Oracle Student System (OSS)
Departmental Student System (DSS)
UK Border Agency link (UKBA)
Student e-Self-service and Admissions (OSS e-Service, OSS e-Admissions)
Student Portal (My-Imperial)
Student Accommodation system (Kx-SAC)
STROL (Student Rooms Online)
Imperial Home Solutions (Private Housing System)
Post Graduate application system (Embark)
CRM systems (CARE, Caseworker and Disability Management)
Student Online Evaluation System (SOLE)
HESA, UCAS, student loans interfaces, Student Union feed
CEP Admissions
Student Financial Aid Calculator
Website Reference: www.imperial.ac.uk/ict/services/businesssystems/businessapplicationssupport
Description ICT will:
make the College's business systems available for customer access during normal business hours
action approved requests to set up new users and change the set up on existing user accounts
make changes to the applications during agreed "at risk" times, where possible; (see Service Maintenance Schedule)
notify customers of planned maintenance and outages outside the scheduled "at risk" times giving 1-2 weeks advance notice, where
possible
respond to customer queries and resolve them in house, where possible
work with 3rd party application suppliers to resolve issues, where necessary
agree with customers the action to be taken where the standard SLA resolution times will be exceeded (e.g. resolution requires a
new release from the supplier)
provide workaround solutions where possible when the resolution time is extended
agree with customers implementation of small enhancements to services and systems, subject to approval of project boards and
liaising with development teams as required
Page: 16
agree SLA terms with application suppliers to ensure they are aligned with the overall ICT SLA
Customers will:
agree appropriate access permissions for departmental staff and submit requests for access permissions via the ICT Service Desk
report perceived errors in data to the ICT Service Desk
work with ICT to investigate incidents and provide any required further information
raise requests for change or enhancement through the ICT Service Desk
Business Systems Development and Delivery
Service Owner: Business Systems
Customers: MIS Stream Boards, Research Groups, individual Researchers, Students and College Support Services Divisions responsible
for Business Applications.
Summary:
Provision of end-to-end IT programme and project management aligned to College strategy delivering business analysis; process
engineering/re-engineering; systems development; testing; technical support; training and implementation handover in addition to ad hoc
consultancy across the College.
Website Reference:
www.imperial.ac.uk/ict/services/businesssystems
Description
ICT will:
work with customers to analyze and define requirements used to develop a business case for approval, identifying benefits in line
with College Strategic direction
manage programmes and projects using College standard procedures for Project Management based on PRINCE 2
work closely with customers to obtain agreed requirements and design specifications
develop and system test solutions to agreed specification
ensure delivery to agreed timescales and budget
provide progress reports to MIS, Programme and Project Boards
transfer completed applications into the production environment
ensure that the necessary support arrangements (see Business Applications Support) are in place
process requests for changes and enhancements to existing business applications (see Business Applications Support)
Customers will:
work with ICT to develop requirements for new and changes to existing processes and/or services
write business cases where appropriate for approval by the College Portfolio Review Board (PRB)
http://www3.imperial.ac.uk/projectmanagement
review and approve requirements
complete user testing within agreed project timeframes
confirm fitness for purpose
give formal approval for implementation and release
retain overall ownership and budget control for projects
Collaboration Services
Service Owner: Collaborative Tools Strategy Group
Summary:
The development, provision, configuration and support of collaborative services within the College. These services include:
Blogs (permission is required of the Communications Division)
Wikis (ownership restricted to College Staff)
Microsoft Office Communications Server (OCS)
Microsoft Sharepoint Server (ownership restricted to College Staff)
Guidance will be given to customers so they may use the best tool for the particular collaborative task they wish to perform.
ICT will provide training; publish guidelines, policies and best practise guides to aid customers.
Website Reference:
www.imperial.ac.uk/WEBGUIDE/technologyservices/collaboration
Description:
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Blogs (limited service), Wikis, OCS, Sharepoint
ICT will
provide a blogging service for "one to many" collaboration. This currently requires the permission of the Communications Division
provide a wiki service for content creation and editing by groups of users. Ownership of wikis is restricted to College staff
offer an OCS Service to provide instant messaging, conferencing and presence information
offer a Sharepoint service for "many to many" collaboration e.g. document sharing and management, workflow, shared calendars
and workspaces
consider requests for additional third party Sharepoint web parts
investigate the synthesis between various tools e.g. OCS, VoIP and the Exchange email system
offer advice to customers about the best collaborative tool for their needs
research and evaluate new Web 2.0 technologies and recommend their use in College
provide an online mechanism to register collaborative sites
work with various parts of the College to define College policies, standards and guidelines for collaborative service development,
operation and management
Customers will:
comply with College Web based collaborative interactions policy
www.imperial.ac.uk/webguide/strategyandpolicies/policiesandstandards/collaborativeinteractions
manage their website in accordance with the responsibilities laid out in the website owner's guide
Conform to College policy and guidelines for appropriate use of these technologies
Request collaborative services via the ICT Service Desk
Request additional third party Sharepoint web parts via the Service Desk
Register the use of any additional third party Sharepoint web parts via the Service Desk
Owners will register Sharepoint sites, blogs, and wikis via the Service Desk
Data Centre Server Hosting Services
Customers: Departments and research groups
Summary:
Provision of server hosting services in a secure, resilient and controlled Data Centre environment. The Data Centre has a number of Data
rooms, connected to each other with resilient dark fibre. The Data rooms are designed and maintained as environmentally controlled areas
with climate and access control and regulated by a Data Rooms Policy.
Description:
ICT will:
Provide physical access to systems only to those with an agreed need. Service owners will be provided with temporary access as
necessary.
Provide physical intrusion detection systems in the Mechanical Engineering data room, connected to the central security system,
which will be activated outside normal work hours.
Provide continuous staff availability during normal business hours in the Mechanical Engineering Data Room
Ensure there is CCTV provision at the access points to the Mechanical Engineering data room, connected to the main security
system
Provide smoke detection in the Data Rooms, although there will be no automatic fire suppression systems
Provide a UPS power connection where provision is available to systems which need controlled shutdown or continuous working
across power outages. Where central UPS is unavailable hosted system owners may wish to consider their own rack-mount UPS
Provide adequate cooling and humidity control to support racks consuming up to 4KW of power.
Provide humidity and temperature monitoring to proactively identify environmental changes that may disrupt services
Agree a service schedule, access needs, backup requirements, recovery priority and any costs with the customer in advance of
hosting a server
Reserve the right to decline to host a server or to ask for an existing server to be removed
Additional services by arrangement:
Provide specialist cooling to racks consuming up to 20KW of power for a maximum of 30 racks
Provide hosting in multiple data rooms when high availability is required
Monitor servers hosted to identify and proactively resolve any potential disruptions to the service
Carry out regular and/or one-off operational tasks as required.
Provide backup and archiving services for the data as required, including daily, weekly, monthly and yearly backups and long-term
retention of the data as agreed. This is a chargeable service.
Virtual Server Hosting:
Provide hosting of virtual servers on its virtual server platform
Install the operating system (approved Windows or RHEL) on the virtual servers
Monitor the virtual servers (processor, memory and disk usage)
Provide automatic resilience for the virtual server platform
Provide automatic OS security patches
Provide OS backup and recovery if required
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Customers will:
Ensure that servers and other related hardware to be hosted are rack mountable (max. 42U) or the housing is approved by ICT
Provide at least one month's notice for the new servers to be hosted
Provide at least one month's notice for major changes to space or environmental requirements of existing hosted services
Provide information on power needs, network needs, maintenance, archiving (backup) and monitoring requirements of the services
Agree a priority for the recovery of the server based on the criticality of the service
Inform ICT about any major changes to hosted equipment, such as decommissioning or adding servers, changing the location of
servers
Desktop PC Renewal
Service Owner: Service Delivery - IT Services
Customers: All non-research, HEFCE funded staff and students within College
Summary:
Operation of a centrally funded scheme for the renewal of College desktops and teaching cluster PCs. These are delivered with a standard
software configuration, are pre-registered and ready to run. Customers will be free to choose a Macintosh or higher specification machine
than the standard on the understanding that they will pay the difference in price.
Machines are provided via a cost effective contract which includes warranty and is also open to research and other purchasers.
Website Reference:
www.imperial.ac.uk/ict/services/personalcomputersupportandmobileservices/purchaseandrenewal
www.imperial.ac.uk/ict/services/personalcomputersupportandmobileservices/purchaseandrenewal/desktoprenewal/renewalpolicy
Description:
ICT will:
Maintain audit information of College desktop systems
Propose a replacement schedule and seek agreement with the relevant Department/Faculty
Establish a set of standard configurations and allow for special customer requirements
Set up a procurement process to supply PCs to an agreed lead time
Organise delivery to the customer of pre-configured machines
Replace desktop machines for Academic, technical and professional services staff who are 20% or more HEFCE funded every 5
years.
Replace Departmental IT teaching machines used for Undergraduate and Postgraduate Taught (MSc) students over a 4 year cycle,
in the ratio of one system per 5 students.
Replace monitors as and when they fail
Not renew machines used by Research Assistants and Postgraduate Research (PhD) students. The College has decided that such
machines should be funded from Research funds. Research groups may purchase at the advantageous prices offered to College,
and are encouraged to do so
Provide standard machines with the College standard software configuration
Customers will:
Agree with ICT the replacement schedule for the academic year
Use the College standard software configuration on renewal machines
Fund the additional cost for different or higher spec machines procured instead of standard spec PCs
Discuss and agree with ICT the installation of additional or replacement parts
Use the replacement machine for the person or purpose it was purchased.
Only cascade replaced machines by agreement with ICT providing the machines involved are fit for purpose
Take responsibility for insurance and physical security and be responsible for any financial loss
Desktop Systems Purchasing
Customers: College departments and staff
Summary:
The provision of a cost effective service for procurement of PCs and laptops including the ICT Renewal Programme. This contract is closely
monitored for performance and value and is designed to leverage the combined purchasing power of the College to maximise the benefits to
all through the provision of quality equipment at the optimum price.
A wide range of machines are available, with 'college standard' models being based upon enterprise class systems.
Website Reference:
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www.imperial.ac.uk/ict/services/desktopprocurement
Description:
ICT will:
Negotiate a favourable purchasing contract with major tier 1 suppliers for PCs
Regularly review pricing structures for competitiveness
Handle VAT and non-VAT purchases
Establish a set of standard configurations and allow for special customer requirements
Set up a procurement process to supply PCs to an agreed lead time
Organise delivery to the customer of pre-configured machines
Use on-line ordering via ICIS and iProcurement for College purchasers
Provide customers with advice on choice of machines
Research and evaluate new desktop technologies and recommend their use in College
Customers will:
Wherever possible adhere to College standards in purchasing choices for IT equipment
Follow College procedures for ordering equipment including the use of iProcurement
Seek advice from ICT regarding the most suitable choice of systems to ensure longer term compatibility and maintainability for
College systems
Provide accurate and reliable information including contact details to suppliers for delivery
Provide VAT exemption certificates where appropriate
Desktop Support Services
Service Owner: IT Services, Faculty Support Teams
Summary:
The support of Academic, Administrative and Technical Staff Desktops and Student Desktops, where the desktop is used for all collegiate
activities e.g. email, ICIS access, teaching and research activities. Also Teaching and public Access Library Clusters (see Teaching and
Public Access Library Clusters).
To ensure that all desktop computers are set up according to College policies and standards, to resolve incidents reported through the ICT
Service Desk, and to provide help and advice.
Support of specialised Research IT facilities, although at a lower priority and subject to resource availability.
Website Reference:
www.imperial.ac.uk/ict/services/personalcomputersupportandmobileservices/pcsupport
Description:
ICT will:
Provide customer support in person or remotely, in response to Service Desk requests or exceptionally via personal contact, email or
telephone calls
Provide support (installations, upgrades, fault resolution) for Desktop hardware
Interface desktops to ICT Print service and local devices
Handle warranty calls associated with the Desktop renewal policy
Upgrade hardware (e.g. memory, replacement disks, network and graphics adaptors) for desktop systems not covered by the
College replacement policy
Configure the desktop network to use DHCP
Provide local network support (patching, reset of routers, HDB registration, fault identification and resolution)
Provide base operating system support based on latest College standard builds
Configure Windows systems into the IC Domain
Ensure regular patching of Windows operating system via Windows Update Service (SUS)
Ensure regular patching of dual boot RedHat Linux systems via Smart update service
Ensure regular patching of desktop systems which run Mac OS
Ensure regular update of Windows Anti-Virus software via the managed service
Configure Mac OS systems with LiveUpdate to pull updates
Install and Upgrade departmental specific software on supported desktops
Provide protected file space for staff and students, mounted as the H: drive
In conjunction with the ICT Security Officer, give advice concerning security, copyright, Data Protection Act, Computer Misuse Act,
Regulation of Investigatory Powers (RIP) Act
Be responsible for the system security as required by the College Security policy where ICT is the sole system administrator of the
system
Staff local surgeries/helpdesks as required to help with student and staff IT faults
Provide specific assistance for people with disabilities
Assist users on a reasonable efforts basis with configuration of home machines (e.g. VPN)
Optional Services subject to agreement with a particular Department:
Page: 20
ICT will:
Order hardware, peripherals & consumables against Departmental accounts
Provide support for student teaching e.g. at start of the academic year
Give purchasing and budgetary advice for desktop systems and software
Support specialist research equipment on a reasonable efforts basis
Customer/Departmental Responsibilities:
Customers will:
Ensure all software provided for installation is properly licensed
Pay for replacement hardware for those machines not covered under the Desktop Renewal policy which the Department wishes to
be upgraded or repaired
Seek agreement with ICT for required upgrades to desktop machines
Provide consumable items
Support the use of Departmental specific software
Log on to the IC domain so that access to their PC is secure.This will provide secure access to the PC and also allow ICT to better
support them. Assign a Custodian for the Desktop systems and ensure they are kept secure
Allow appropriate Faculty Support staff to have system administrator access to provide remote support of the Desktop system. A
user may choose not to do this, but support will then be on a reasonable endeavours basis.
E-Learning Support
Customers: Staff and students of the College
Summary:
E-learning can be defined as 'learning facilitated and supported through the use of information and communications technology (ICT)' (taken
from the JISC definition). It includes the use of a variety of tools such as:
Virtual Learning Environment – a suite of tools for delivering course materials, online submission of coursework, online exams and
online communication.
Blogs – an online journal for either personal or collaborative use.
Wikis – a collection of shared web pages that can be edited by anyone in the community. A wiki is useful for writing collaborative
documents.
Personal Response Systems – aka "clickers" are handsets that can be used within a classroom to gauge opinion and
understanding.
Plagiarism Detection Software – a system for detecting plagiarism in student coursework.
Lecture and personal capture systems -- enables staff to record audio, video and screen information into a format that can be
viewed online.
E-exam and online assessment Services - enables staff to securely assess students using any application installed on their
teaching lab PCs
Website Reference:
www.imperial.ac.uk/ict/elearning
Description:
ICT will:
Research and evaluate with departments new technologies for learning, teaching and assessment and recommend their use in
College
Provide procurement advice on e-learning technologies.
Provide help and advice on the use of:
Virtual learning environments
Computers in the exam process
Multimedia within teaching (e.g. podcasting, recording lectures)
Tools for collaborative authoring (e.g. blogs, wikis)
Personal Response Systems
Recording lectures.
Customers will:
Seek advice from ICT (and their Faculty Learning Technologist) on the use of technology in learning, teaching and assessment.
Virtual Learning Environment – Blackboard
Blackboard is the College Virtual Learning Environment (VLE) and is used to deliver online courses. Blackboard can be used to:
Deliver course materials (including text, images, video, audio).
Deliver quizzes and surveys.
Set and receive assignments.
Communicate with students through online discussions, real-time chat and an interactive whiteboard.
Page: 21
Track student progress and manage grades.
Provide feedback to students.
ICT are currently running Blackboard Campus Edition 8 (http://learn.imperial.ac.uk).
Access is via College username and password.
Website: www.imperial.ac.uk/ict/services/teachingandresearchservices/elearning/vle
ICT will:
Configure a course in the VLE on request by next working day where possible and within 5 working days of receipt of the request.
Enable student usernames in the VLE for a specific course by next working day where possible and within 5 working days of receipt
of a request.
Protect information held in the VLE via the standard ICT backup service.
Apply updates for the VLE to the development service to allow Learning Technologists and other key users to test these prior to
release on the production system. In some cases there may be an urgent need to release a fix, which may preclude this.
Agree dates for upgrades to the VLE system in advance with the Learning Technologists and other key users.
Keep the operating system on the VLE servers up to date and apply security patches as needed.
System configuration and maintenance will normally be carried out during the advertised at risk period. See 2.2.
Give notice of use of the 'at risk' period through the VLE announcements area and via the vle-users-announce mailing list.
Provide help and advice on the use of the VLE.
Periodically review the size of files uploaded into the VLE and request removal of large files (e.g. > 50MB).
Provide help and advice on how to reduce the size of large files (e.g. > 50MB).
Customers will:
Make requests for set up of courses in the VLE via the online request form.)
Make enrolment requests for student accounts to ICT Service Desk using the advertised formats.
Log any other requests and error reports via the ICT Service Desk.
Give 5 working days notice of any requests to set up a course or enrolment of student accounts.
Ensure appropriate copyright permissions have been obtained on any information loaded into the VLE where this is required.
Not upload any inappropriate materials into the VLE; see the College use of IT Facilities policy. (link to college policy)
Remove materials once they are no longer needed.
Use the streaming video service to host video files rather than host these in the VLE.
Ensure that files uploaded to the VLE are of a reasonable file size (e.g. less than 50MB).
Inform ICT and their Learning Technologist at least 5 working days in advance of any critical use of the service e.g. use in
examination etc to allow ICT time to ensure the service can be guaranteed for this period.
Inform ICT of use of the VLE by non-Imperial staff or students.
Sign up to the vle-users-announce mailing list to be kept informed about outages and updates.
TurnitinUK Plagiarism Detection Service
The TurnitinUK Plagiarism Detection Software is an externally hosted online system for detecting plagiarism in student coursework.
Coursework is compared with a vast database of electronic sources including:
Over 12 billion websites (including archived websites)
Over 10,000 major newspapers, magazines and scholarly journals
Thousands of books including literary classics
Previously submitted student work
Essays from cheat sites
Copyright free material
Turnitin is only available to College teaching staff for use with courses offered via Imperial College. Users will be given accounts directly from
Turnitin which will be based upon their College email address.
Website:
www.imperial.ac.uk/ict/services/teachingandresearchservices/elearning/plagiarism
ICT will:
Set up user accounts for staff for the Turnitin service on request by next working day where possible and within 5 working days of
receipt of a request.
Provide links to relevant plagiarism information both within College and other external sources.
Provide support for the use of Turnitin within the VLE.
Customers will:
Make requests for set up of Turnitin accounts via the ICT Service Desk.
Log any requests and error reports via the ICT Service Desk.
Panopto Lecture and personal capture system
Panopto is a lecture and personal capture solution which enables staff to record audio, video and screen information into a format that can be
viewed online.
Website:
http://www.imperial.ac.uk/ict/panopto
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ICT will:
Assign appropriate roles and permissions for users on request by next working day where possible and within 5 working days of
receipt of the request
Create faculty/departmental and course folders on request by next working day where possible and within 5 working days of receipt
of the request.
Respond to all support requests by next working day where possible and within 5 working days of receipt of the request.
Make provision of online training material and face-to-face workshops
Communicate outages and issues to departmental contacts.
Co-ordinate installation of lecture theatres and other unique setups
Install software and appropriate AV kit (for lecture theatres only) on request.
Conduct checks of server storage space to ensure that we have enough free space for all users and where necessary reserve the
right to delete test recordings that are not removed by departments/faculties.
Manage and maintain software, servers, storage and backups
Customers will:
Schedule, create, edit and publish recordings when appropriate
Install personal recording software where they have permission to do so or request installation via the ICT Service Desk.
Report any errors or issues by logging a call with the ICT Service Desk.
Give 5 working days’ notice of any requests to set up a course folder, creator access or group viewer access via the ICT Service
Desk. Forms for these requests are located at Panopto Access page.
Not schedule or plan to do recordings during the e-learning at risk period.
Please visit the Panopto Terms and Conditions page for more information on regulations.
E-Exam and online assessment Services
The development, set up, provision and support of a mechanism to use departmental teaching labs for the online assessment of students.
This includes the use of these systems in a locked down, secure mode, limiting access to the internet and other resources such as USB,
DVD, and other network locations to provide an e-Exam environment.
Exams will be carried out during normal ICT service hours, on existing Imperial College teaching lab facilities. It is a prerequisite that the
applications to be used in the assessment/e-Exam are installed and licensed and it is essential that Deepfreeze is part of the lab build too.
Website Reference
ICT will:
provide an environment for online assessment which can run on a teaching lab cluster
assess requests from departments to use the assessment/e-Exam system. Some requests may be refused if they are received too
late or where the requirements (e.g. new software) are not feasible
make reasonable efforts to secure the e-Exam environment to minimise the ability for students to cheat
create and issue clean exam accounts for departments to issue to candidates
harvest result files for the assessment and make them available to departments
perform a hardware check prior to the scheduled assessment to ensure the ICT managed hardware in teaching lab is functioning for
the purposes of carrying out an online assessment/e-Exam
clean local publicly writable folders before the assessment/e-Exam
provide advice to departments using the service where students may have special needs e.g. disabilities
schedule assessments/e-Exams during core ICT working hours and avoid any associated service “at risk” periods
ensure exams are carried out only in suitable existing teaching labs
Customers will:
notify ICT at least one month in advance of their requirement to perform an online assessment/e-Exam. Some requests may be
refused where the environment required is not feasible for ICT to setup, also they may be refused where they clash with other
departments requesting an assessment/e-Exam at the same time.
make arrangements for their own teaching lab to be available for the exam or find alternatives and that the rooms are in a suitable
condition for assessments. The exam rooms need to be booked to allow at least 1 hour for ICT to setup the exam environment and
at least 1 hour to put the lab back to normal use afterwards. ICT staff are not required to work outside of normal College hours, so
exams should not start before 9.30am or finish after 5pm to allow staff sufficient time to prepare the machines in the labs.
ensure that licensing requirements for the use of any software during the assessment/e-Exam are met (i.e. there are sufficient
concurrent licenses available during the exam, bearing in mind some licenses may be shared with other departments) and that the
software to be examined is checked to be working in the lab at least one week before the exam. Software licenses which are held on
departmental servers may not function in the assessment/e-Exam environment.
manage the assignment of exam accounts to candidates, and arrange seating plans
ensure that 10% of the available PCs in an assessment/exam location are unused so that students can be moved if any PCs fail
during the assessment/e-Exam
invigilate the assessment/e-Exam
provide for any special needs candidates may have e.g. where extra time is required, disabilities etc
make provision for an alternative exam e.g. paper exam, in the case where insurmountable technical problems occur such that the
online assessment/e-Exam cannot be run
make provision to examine students in more than one sitting, where there are insufficient resources to examine all the students at
once. This may mean having separate exam questions, or arranging for students to be segregated between exams.
Email Services
Page: 23
Customers: All users of College IT with a College email account
Summary:
The development, set up, provision and support of email services using mail relays for transferring mail to and from College and Microsoft
Exchange on internal mail servers. Exchange also provides calendars, meeting & task management, journaling, contact information and
distribution lists. It allows collaboration between individuals and groups via shared mailboxes and calendars and public folders.
Each member of College can have a mailbox on the Exchange service and there are default limits (quotas) which are reviewed annually (see
Appendix B).
Student email names have the year of starting College appended to them to ensure they are unique and thus can used to provide an email
forwarding service once students leave College. See www.imperial.ac.uk/ict/registration/staffandstudentregistration/computeraccount
The recommended and supported client for access to email and other functionality is Microsoft Outlook using MAPI. Access by various
secure POP and IMAP clients is also possible. Recommended clients for Macintosh and Redhat Linux clients are given in Appendix A. Web
access is available via for those whose mailbox is on Exchange 2007 or for those whose mailbox is on Exchange 2010
Incoming Email is automatically checked for SPAM and automatically removed from the users mailbox. A summary of removed messages is
made available, so users can recover individual emails if required. Email messages and attachments are scanned for viruses, and where
possible viruses are removed on the fly otherwise the messages or attachments are quarantined.
Increasingly ISPs and other mail providers are using SPF to ensure emails are sent from bona fide sources. ICT is checking incoming emails
using this technique to filter out 'spoofed' email.
The Global Address Book generated from the Active Directory provides a directory of all email users to those using the Outlook client. An
LDAP directory is also provided and the College Directory is an equivalent web resource. Users can choose not to appear in the external
view of these directories.
The College has introduced Symantec Enterprise Vault to provide an email archiving service for staff who have a Microsoft Exchange
mailbox. For those staff who have this service enabled, it will archive email and attachments from their mailbox based on an agreed policy
and store them in a central vault on more cost effective storage. This will make the Exchange email service more efficient by removing older,
larger items. See www.imperial.ac.uk/ict/services/useremailfileanddirectoryservices/email/emailarchiving
In addition, ICT runs a Mailman service which is suitable for mailing lists that need to contain people external to the College.
Website Reference:
www.imperial.ac.uk/ict/services/email
Description:
ICT will:
provide a mailbox for each staff and student member of College
review default sizes of mailboxes on an annual basis
provide additional mailbox space subject to approval of the Departmental Representative up to a maximum allowable size (see
Appendix B). Charges for the extra space will be agreed with the Department in advance and invoices sent annually
provide a directory entry for each member of College (see Directory Services).
enable recovery of email via Outlook up to 30 days after deletion
back up email boxes for disaster recovery purposes. Retrieval of an individual mailbox will only be carried out under exceptional
circumstances
terminate the email account when a member of College leaves; email messages cannot be recovered
on request, forward email for up to 12 months after a member of College leaves, unless HR objects
when a student leaves College, transfer forwarding information to the Alumnus service so that students can continue to maintain
email forwarding information
send bulk email to staff and students, subject to approval of the College Secretary
provide SPAM filtering mechanisms to allow users to manage unsolicited email messages
check incoming messages for all known viruses
provide an authenticated SMTP service to allow sending of email
enable checking of incoming email using SFP to ensure email is coming from bona fide sources
provide distribution mailing lists for departmental staff and students
provide a process for dealing with offensive or illegal email, see
www.imperial.ac.uk/ict/services/securitynetworkdatacentreandtelephonyservices/security/helpandadvice/reportingabuse
Archive email and attachments from staff mailboxes which are enabled on the archiving service to a central vault according to the
archiving policy. See www.imperial.ac.uk/ict/services/useremailfileanddirectoryservices/email/emailarchiving/archivingpolicy
Customers will:
conform to the conditions of use of email services as defined by the College Security Policy, see
www.imperial.ac.uk/ict/services/securitynetworkdatacentreandtelephonyservices/security/securitypolicies
seek approval from their Departmental Representative for requests for additional email quota and submit these via the ICT Service
Desk
agree payment for additional mailbox space with ICT where this is appropriate
register Exchange Distribution and Mailman lists with ICT
take a copy of their email, if required, before they leave the College
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E-Research Support
Customers: College Research staff and students
Summary:
The support of research staff and students in their use of IT including support of their desktop systems, research systems and servers.
Website Reference:
Description:
ICT will:
provide support to researchers on departmental and research group owned workstation platforms, running secure RedHat Enterprise
Linux, Fedora and Ubuntu
ensure systems are patched via appropriate automatic systems (eg RedHat Smart Update service)
ensure systems are running up to date Anti-virus software where applicable
provide central hosting and running of Departmental or research group owned servers
work with Research groups to pilot use of novel IT technologies
via the ICT Software shop, arrange software licences and purchase of software at good prices
provide and manage licence servers for college wide or departmental software which require this
develop and introduce new services for research groups such as 64 bit Windows and 64 RedHat Enterprise Linux
recommend and provide file storage and backup strategies
provide advice on design and purchasing of research IT facilities
provide advice on security issues such as deployment of local firewalls to protect sensitive data
provide central file storage at a reasonable cost. See File and Backup Services
Customers will:
Work with ICT on new research requirements and initiatives
Seek advice on appropriate devices and compatibility with the College computing environment before purchase of new research
systems
Register research computers with ICT
File and Backup Services
Service Owner: Data Centre – Technology Operations
*Customers:*All users of College IT who qualify for file space allocation and services
Summary
The set up, development and provision of centrally provided, secure, file space for storing critical files. Provision can also be made for home
directories, shared Departmental and work group space and cheaper central storage for Departmental and research group use.
Home directory file space: is held on the Storage Area Network (SAN) which provides highly resilient storage using RAID volume
protection, hardware redundancy and multiple data access paths. Data is split and mirrored between storage devices in Mechanical
Engineering and the Department of Computing to allow for fast recovery from potential failures. In addition, data is protected by regular
backup to removable media, which provides a means of disaster recovery and enables files to be restored should they be accidentally
deleted.
Files held on the SAN can be accessed from machines running the Windows, Linux or Mac OS operating systems.
Group Space: ICT supplies 100 Gbytes of group space to each Department/Division. Is held on the SAN for resiliance but this space is not
mirrored, although it is backed up to removable media. Departments/Divisions can purchase additional space. See Appendix B for price
information.
Encrypted group Space: An optional service to add data encryption to the existing Group File Space is provided. This is intended for use
by groups storing personal (DPA covered), commercially sensitive, or patient identifiable data. There is a per-user charge for this service.
Website Reference:
www.imperial.ac.uk/ict/services/security/helpandadvice/sensitivedata
Cheaper Central Storage: This is SATA based storage and although it uses RAID and multiple data access paths for resilience, it offers
lower performance than the SAN. Data is not mirrored but is backed up. It is available for purchase by research groups and Departments,
See Appendix B for price info.
Central UNIX file space is also available for mounting via NFS.
Quotas are agreed annually for centrally provided file space (see Appendix B).
Some Departments have additional local file storage, which is shared between various research groups within the Department.
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Website Reference:
www.imperial.ac.uk/ict/services/computerroom/file_and_backup_services
Description :
Central File Services
ICT will:
provide central file space for each staff and student member of College logging into Windows
review default allocations on an annual basis
provide additional space on request, subject to the approval of the Departmental Representative, including agreement and payment
of charges
provide additional space within 25% of the default allocation on request, free of charge
deal with requests for additional space by the next working day and email the user
restore lost or deleted files on request. Such request will normally be dealt with by next working day. Note that files created and
deleted between the nightly backups, cannot be restored. Note also that restoring files does not apply to email
provide 100 GBytes of group file space to Departments / Divisions which can be assigned internally by the Departmental IT Rep.
provide encryption as an optional service for sensitive data stored within the group file spcae
remove files from the central file service 6 months after the staff or student account has been deleted
provide a central NFS file service for use with Linux desktop systems
provide central windows file space at a good price
Customers will:
seek approval for additional file space from their Departmental Computer Representatives and submit their requests to ICT Service
Desk
request file restores via the ICT Service Desk
seek an allocation of file space on the group area via their Departmental Computer Representatives
and according to College rules, take a copy of their files before they leave College if required
agree payment for additional file space with ICT where this is appropriate
take responsibility for backing up their files held on their local machines
ensure that sensitive data is stored in the encrypted area
request encrypted group storage service through the service desk
Departmental File Services
Some Departments and research groups run separate file servers to allow files to be accessed from desktop machines. Some research
groups require large amounts of file space which it is not practicable to provide centrally. Protection of this data may vary from Department to
Department.
Backup Services
ICT will:
provide a data backup service for Central file services on the SAN at no cost
provide a data backup service for Research file servers on request at a cost to cover licence and media
offer a backup service for user data held on Windows PCs and laptops at an additional charge
For further details see: www.imperial.ac.uk/ict/services/computerroom/file_and_backup_services/backup_of_departmental_research_servers
Customers will:
request the data backup services through the Service Desk
High Performance Computing
Customers: College Research staff and students
Summary:
The support of research staff and students in their use of computationally intensive IT including the operational support of the central HPC
service, teaching clusters running in HPC mode and supporting the acquisition and implementation of HPC services for research groups.
Website Reference:
www.imperial.ac.uk/ict/services/highperformancecomputing
Description:
ICT will:
run a central bureau style service offering large scale computing facilities utilising College funded HPC equipment.
support researchers in obtaining funds for additional HPC equipment
provide advice and procure HPC equipment on behalf of researchers and operate the equipment as part of the HPC service
act as a focal point for HPC and research computing activities within College by coordinating activities, such as procurement,
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utilisations of resources, funding applications and dissemination and sharing of knowledge and skill sets.
hosting and running Departmentally owned HPC servers.
provide teaching and training in regard to HPC and intensive computing, best practice and usage
evaluate, recommend and develop novel IT technologies relevant to research use, e.g. GPU processing
research and evaluate new HPC technologies and recommend their use in College
provide advice on HPC technologies and their usage
Promote the use of HPC services in the college and foster the exchange of information and computational techniques within the
College HPC community.
Facilitate the purchase of additional nodes for dedicated use by research groups
Customers will:
seek advice from and work with ICT on new research computing requirements and initiatives
ICT Printing Service
Customers: College staff and students
Summary:
Provision of networked multi-function devices (print, copy, scan to email) in Departmental teaching clusters and within the College Libraries.
Files to be printed are sent to a common print queue, and can be printed on any printer in the scheme within the Department or Libraries.
Access is controlled via the College security card.
Undergraduates can purchase printer credits via value loaders, located in the central library and some campus libraries, see
http://www.imperial.ac.uk/ict/services/teachingandresearchservices/ictprintservice-docs/credit/locations or via the Library Service Desk at
smaller remote sites. A web access to allow students to purchase printer credits against their credit card is also available. Departments can
arrange for billing of printing by Postgraduates and staff.
The scheme is provided by the College preferred printer supplier, currently DTP, who handle supply and replacement of toner cartridges for
the devices available under the contract. Devices are provided under a contract with a quarterly charge to cover finance and maintenance
costs. There is a per click charge which covers consumables.
Departments decide on the charge per page set for each printer.
Website Reference:
www.imperial.ac.uk/ict/services/teachingandresearchservices/ictprintservice-docs
Description
ICT will:
Provide a resilient print queue
Provide a web interface to allow students to check their printer credits and add credits using the College approved e-payment
supplier, currently WorldPay.
Ensure that printer accounting data is held securely
Ensure toner is supplied by DTP and/or their agent as per the contract
Publish up to date costs for devices available under the scheme
Meet with the preferred supplier on a quarterly basis to review performance of the contract
Customers will:
Provide a valid ICIS account code against which PG and staff printing can be automatically charged. Unfortunately project account
codes cannot be used.
Pay any printing costs accumulated by PGs and Staff and not paid for personally by cash or credit card
Ensure copyright rules are obeyed when copying or scanning materials using these devices
Provide appropriate paper for use with the devices
Install toner as and when required
Take responsibility for devices provided under the contract and ensure devices are not damaged or abused by their students
Agree to a 3 year contract for each printer, which cannot be terminated before the end of the contract unless the Department finds
another Department willing to take on the remaining contract
Mobile Computing
Customers: All users of College IT with a mobile requirement.
Summary:
Services and support for people working away from their normal place of work, including people working off site, e.g. at a hotel or at home.
Access is provided to the College network for email (including calendars and contacts), network files, and access to certain College business
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applications for authorised users. Remote working technologies supported include laptops, Blackberries and certain PDAs and Smart Phones
(e.g. iPhone and Android phones). Advice is also given to people considering the purchase of a remote access device, what services they
can expect to be able to use and how to set themselves up as remote users.
Website Reference:
www.imperial.ac.uk/ict/services/email/mobileworking
www.imperial.ac.uk/ict/services/telephones/blackberry
www.imperial.ac.uk/ict/services/personalcomputersupportandmobileservices/mobileaccessservices
www.imperial.ac.uk/pls/portallive/docs/1/50783697.PDF
Description
ICT will:
provide remote access to College resources for authorised users
provide secure wireless connection points (see Network Services section)
provide secure connection services to the College network for people working away from College sites, e.g. at home or hotels.
Connection services are: via the Internet using a Virtual Private Network (VPN), Terminal Server Gateway, OWA and VDI.
provide web access to email
provide synchronisation services for email, calendars and contacts for certain PDAs (Windows Mobile) which support ActiveSynch
including services for Blackberries and iPhones
support College laptops and other supported portable devices as part of the standard support service subject to standard service
levels
provide support on a reasonable endeavours basis for other portable devices that customers might use.
advise customers on the most suitable mobile working practice for their circumstances and provide assistance in configuration
support standard mobile computing technologies and make recommendations for deployment
research and evaluate new mobile technologies and recommend their use in College
enable direct or wireless connection to College resources or the Internet for authorised visitors using their own or College provided
computers as agreed with the visitor's sponsor
provide wireless access to the Eduroam service and enable members of College to register for this service
Customers will:
seek advice on appropriate devices and compatibility with the College computing environment if they are considering the purchase of
a new portable computing device
Bring laptops and other portable devices into College if requested for support purposes
Service Owner: Network Infrastructure – Technology Operations
Customers: All users of College IT, Residents in Student Halls
Summary:
The development, set up, provision and support of data network services. These services comprise the physical cabling, network hardware,
and software required to manage the communication between end user devices and the services they use. Access to the network is provided
directly, over wireless connections, or from outside the College premises over the Internet.
ICT monitors the availability and performance of the network and takes appropriate action to maintain adequate performance.
ICT manages all new network installations across and between the many campuses of College. Using an annually agreed budget, ICT
ensures that the core network provides sufficient capacity. Core and edge devices are regularly reviewed and upgraded. Refurbishment
projects are required by College Policy to include network provision and compliance with the ICT Cabling Standards. (See
www.imperial.ac.uk/ict/services/networks/networkinfrastructure )
ICT provides and supports the network infrastructure to provide an internet connection to those Halls of Residence currently connected to the
College network (see list of Halls below).
For all network services described below ICT reserve the right to upgrade or maintain parts of the network during scheduled "network at risk"
times (see Service Maintenance Schedule)
Website References:
www.imperial.ac.uk/ict/services/networks
Description:
Core Services
ICT will:
provide a resilient, high capacity backbone network based on fibre links and high speed routers and switches connecting the major
buildings and external campuses of the College.
directly or through the management of third party suppliers, provide links to all College locations with
high speed access to all Tier 1 campuses (Brompton, Charing Cross, Chelsea and Westminster, Hammersmith, St Mary's and
Silwood,)
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medium speed access to Tier 2 sites (Ashford, Ealing, Hillingdon, Central Middlesex, West Middlesex, St Peter's Chertsey,
Northwick Park, Harefield and St Mark's)
broadband links to Tier 3 sites (e.g. Doctors surgeries, Putney Boat house, Harlington)
design and support links to other College locations at customer request (e.g. Sports facilities)
provide a link through the London Metropolitan Area network to the JANET network (Joint Academic Network Team) and thence on
to the Internet.
ensure adherence to the JANET Acceptable Use Policies (AUPs) when making use of the College JANET connection.
monitor all elements of the Service provision to ensure that the network can support the demands made of it. The evolution of the
service will be planned on the premise that no component is utilised at more than 50% of its design capacity.
restore broken network links and failed services, either directly or through the management of third party suppliers.
work with the operators of the London MAN and JANET networks to maximise the availability of these services.
give 2 weeks notice to customers of any planned network downtime outside the Network at Risk period, which should be scheduled
in consultation with the affected users.
consider requests for other high speed links to support research
research and evaluate new technologies and recommend their use to College
Customers will:
agree to JANET AUPs when making use of the College JANET connection
be aware that there may be service disruption during "network at risk" times
Departmental Services
ICT will:
provide active equipment to support departmental connections
provide the physical infrastructure in the buildings up to and including the network connections at the wall sockets
provide 1Gbps connectivity
agree, authorise and sign off network infrastructure installations, either stand-alone projects or part of larger refurbishments, in their
capacity as duty-holders.
arrange and manage installations and moves of a limited number of sockets (up to 24) within a room within three weeks of a request
being received. A charge may be made.
make live wall sockets within two days of a request being received by the Service Desk.
exercise its right, as delegated by the College Security Policy, to block individual machines, groups or entire departments if
necessary in the event of unexpected service disruption such as hacking or misuse.
Customers will;
ensure, in consultation with ICT, that any building refurbishment project includes budgetary funding for network services and space
provision for accommodating network infrastructure.
provide adequate closet space for network equipment
provide cost free and safe access at all times to the network infrastructure components
not install additional devices for onward access (e.g. mini-hubs, wireless access points, modems and similar devices); only one
device may be connected to a wall socket.
not change or add any element of network infrastructure including cabling, containment, active equipment and power supplies
without prior agreement with ICT.
ensure that all hosts connected to the network, in whatever capacity, are registered in the Host Data Base (HDB) as required by the
AUP.
Network Services
ICT will provide the following Network Services:
Domain Name System (DNS). This stores information about host names and domains on networks, such as the Internet. Most
importantly, it provides an IP address for each host name
Dynamic Host Configuration Protocol (DHCP). This is a networking protocol, provides a means to allocate IP addresses dynamically
to computers on a local area network (LAN).
Lightweight Directory Access Protocol (LDAP). This is a protocol running over TCP-IP for accessing, updating and searching on-line
directory services.
Host Data Base (HDB). This is a data base and updating mechanism for providing the definitive record of all hosts on the College
network
Web Caches. These provide for authenticated proxy access to external web sites. See
www.imperial.ac.uk/ict/services/networks/networkconnections/webcache
Customers will:
use the ICT provided Network Services and not operate their own alternative services
Roaming Access
ICT will:
provide secure wireless access to authorised users only using either a VPN or WPA
provide wireless access points to cover public places in Departments and other areas of campus. Note, there is not total campus
coverage.
provide additional wireless points on request which will be chargeable to departments
provide wireless connection to the 802.11a,b,g or n standard with "Wi-Fi" compliance. Note, bandwidth cannot be guaranteed.
not guarantee wireless base station coverage across the entirety of the campuses
not be able to guarantee wireless service in the event of interference from sources such as other (non-ICT) wireless points or
Medical equipment
provide a VPN service to enable secure access to the College network over an ISP connection (e.g. home, hotel)
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participate in the Janet Roaming Service Eduroam. See www.imperial.ac.uk/ict/services/networks/roaming
provide access to the Cloud services over the College network.
Customers will:
use ICT provided wireless access points and not install their own
register laptops and PDAs for roaming access
sign up to an extended "Acceptable Use Policy" to use the Eduroam service
Student Halls Network
Website Reference
www.imperial.ac.uk/ict/services/networks/residencesstudenthallsnetwork
ICT will:
provide and support the network infrastructure up to the network connection points in study bedrooms
monitor usage of the network:
for illegal activity such as downloading of copyright material
to ensure that the network users all receive a fair share of the service
block access where illegal use is suspected
review utilisation and upgrade capacity as necessary to provide acceptable performance
proactively ensure that the network is secure and virus free
provide assistance with virus protection on the individuals' machines
Customers will:
complete the registration form to register their machines for use on the network, see
www.imperial.ac.uk/ict/services/networks/residencesstudenthallsnetwork/registration
ensure that their machine is virus free by installing a virus protection program and keeping it up to date
use the network as governed by the College's IT Conditions of Use Policy, see
www.imperial.ac.uk/secretariat/collegegovernance/provisions/policies/infosystems/policies/policy2
not knowingly use a disproportionate amount of the network capacity which consequently reduces the performance experienced by
other users
not download copyrighted material without the owner's permission
Halls included in the Data Network Service
Beit Hall
Evelyn Gardens (Bernard Sunley Hall, Fisher Hall, Holbein House, Southwell Hall, Willis Jackson Halls)
Parsons House
Pembridge Gardens
Princes Gardens (Linstead Hall, Weeks Hall, Garden Hall, and Princes Gardens)
Southside Halls- Falmouth Keogh Hall, Selkirk Hall, Tizard Hall
Wilson House
Silwood Park (Brian Flowers, Mary Flowers, John Smith, Southwood 1, 2 and 3, William Penny, Visitor's Lodge)
Operating Systems Management and Support
Customers: Faculty Support Teams, Research Groups
Summary:
The development, set up and provision of pre-configured operating systems (MS Windows, Mac OS, RedHat Linux and Fedora), together
with mechanisms to down load, install and update College desktop systems, including installation of system patches. Proactive evaluation
and migration to the latest version of operating systems compatible with system stability. ICT offers Fedora for those academics who require
a more cutting edge Linux.
Maintenance of the IC Domain and College Active Directory services. The IC Domain is the College wide central authentication domain and
repository of information used by Windows systems. The IC Domain provides customers with secure access to their PC.
Maintenance of the LDAP, Kerberos, and OID services with secure pass through to the College Active Directory Service. These services are
used by other operating systems (e.g. Mac OS and RedHat Linux) and also control access to College Business Applications e.g. ICIS, Portal.
These services ensure well supported and seamless access to College resources such as the Exchange email servers, home directories, the
Software Shop, Oracle applications etc.
Website Reference
www.imperial.ac.uk/ict/services/personalcomputersupportandmobileservices/operatingsystemsupport
Description
ICT will:
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configure and test new versions of operating systems (MS Windows, Mac OS and RedHat Linux)
provide access to operating systems and automatic patching mechanisms (e.g. Windows Update server (SUS), RedHat Network
(RHN) up2date)
not quality assure or provide regular patches to fedora
provide a basic standard common secure build for desktops and workstations; Windows, RedHat Linux and Mac OS (see Appendix
A)
Quality assure the standard Windows and RedHat builds on each release of an operating system or hardware platform
maintain & develop the unattended installation process (down load) for Windows systems
maintain & develop mechanisms for applying operating system patches and upgrades and application software upgrades (e.g.
System Center Configuration Manager (SCCM))
configure user profiles for Windows desktop systems
maintain the College wide Active Directory service taking data from the User Administration system (SoV).
maintain the IC Domain.
provide 3rd line support on operating systems to Faculty Support Teams and where appropriate end users
research and evaluate new operating systems and recommend their use in College
provide recommendations on hardware configurations for research group workstation and server systems
run license servers to support applications and operating systems
Customers will:
ensure the software on all computers under their control is correctly licensed including all pre-installed software
use central license servers where appropriate
Research Database Support
Customers: Imperial College Research Groups
Summary:
The Research Database Service is designed to assist researchers in the implementation and usage of databases and database applications
supporting and hosting research data.
ICT will provide in house assistance to make database technologies available to researchers at a lower overall cost to research. See
Appendix B.
The database platforms are listed below:
Shared Host Platforms
(Basic Service)
Microsoft SQL 2007 Server
MySQL or PostGreSQL on Linux (LAMP)
Database technologies and platforms
(Standard and Extended Service)
Oracle Enterprise on Linux
Oracle Enterprise on Windows
Microsoft SQL Server on Windows
MySQL on Linux
PostGreSQL on Linux
Other products and platform combinations by agreement (reasonable efforts)
Website References
http://www3.imperial.ac.uk/ict/services/webmanagement/website/centralhosting/linuxwebfarmdocumentation
Description – Basic Service
ICT will:
Provide a basic service capable of hosting small standard database types
Ensure Research Database shared systems are available for customer access during normal business hours
Routinely update platforms and product versions as part of normal security procedures
Ensure a secure and stable environment to host customer web pages and small databases
Provide management tools where possible to enable self management by customers
Action approved requests to provide access to new or additional users
Notify customers of planned maintenance and outages outside the scheduled "at risk" times giving 2 weeks advance notice
Respond to customer queries and resolve them in house where possible
Provide workaround solutions where possible when the resolution time is extended
Provide data backup and recovery services on a daily/weekly/monthly cycle up to a maximum of 3 months
Customers will:
Provide a current contact ("administrator") via the ICT Service Desk
Report perceived faults to the ICT Service Desk
Work with ICT to investigate incidents and provide any required further information when requested
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Raise requests for change or enhancement through the ICT Service Desk
Ensure that their code is compatible with the platform provided
Not place undue load on the shared resource, e.g. this platform is not suitable for high intensity applications
Final say on suitability for the shared platform rests with ICT
Description – Standard Service
ICT will:
Support customer databases on customer supplied ICT approved hardware
Ensure Research Database systems are available for customer access during normal business hours
Ensure a secure and stable environment to host customer databases and applications where provided
Provide data backup and recovery services on a daily/weekly/monthly cycle up to a maximum of 3 months
Customers will:
Agree appropriate access permissions for departmental staff and submit requests for access permissions via the ICT Service Desk
Work with ICT to ensure the management of the system meets their requirements
Ensure that their code is compatible with the platform provided, and liaise with ICT DBAs if there are underlying changes required to
the database structure
Agree a time window for regular auto-patching of the system (default 4.00 am)
Ensure that hardware is under a current maintenance agreement
Abide by Data Centre rules if physical access is required
Description – Extended Service
ICT will:
Support customer databases on customer supplied ICT approved hardware
Ensure Research Database systems are available for customer access during normal business hours
Perform a maximum of one major version upgrade per year to all environments
Maintain a DR (Disaster Recovery) environment on additional customer-supplied hardware or VM instance
Maintain a Test environment on additional customer-supplied hardware or VM instance if requested
Ensure a secure and stable environment to host customer databases and applications where provided
Work with the customer or 3rd party developers to implement minor enhancements (requires test instance)
Provide data backup and recovery services on a daily/weekly/monthly cycle up to a maximum of 3 months (alternate cycles or
archiving options are negotiable)
Customers will:
Agree appropriate access permissions for departmental staff and submit requests for access permissions via the ICT Service Desk
Work with ICT to ensure the management of the system meets their requirements
Ensure any requested enhancements are tested and signed off by ICT prior to implementation
Ensure that their code is compatible with the platform provided, and liaise with ICT DBAs if there are underlying changes required to
the database structure
Agree a time window for regular auto-patching of the system (default 4.00 am)
Ensure that hardware is under a current maintenance agreement
Abide by Data Centre rules if physical access is required
Security Services
Service Owner: ICT Security Services – Technology Operations
Summary:
The development, set up and maintenance of IT security policies and procedures, and provision of security services, to protect the integrity
and security of all IT systems within College from unauthorised access, alteration and attacks. Advice and assistance on IT security issues is
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also provided, including security of student and staff owned systems.
Website References
www.imperial.ac.uk/ict/services/security
Description:
ICT will:
manage and develop anti-virus services for use within College. Currently this is based on Symantec Endpoint Protection for which
ICT holds a site licence.
provide a free Symantec Endpoint Protection licence for all College machines and for all staff and student owned machines
install anti virus software on College machines and provide an automatic update service
provide a College wide Firewall with appropriate policies to ensure all College IT services and systems are appropriately protected
monitor various security sites for information on viruses and system security alerts and provide information to Faculties and
Departments.
carry out system vulnerability scans
advise and help with clean up of compromised systems
provide a Public Key Infrastructure (PKI). Every member of College is entitled to a personal certificate, which can be used for
encrypting and signing emails. These certificates may also be used for encryption of files on Windows desktop PCs (EFS)
carry out periodic scan of passwords to identify weak passwords
develop and run a secure VPN and SSL VPN service including a service for College contractors
give guidance to the College IT Security committee and oversee implementation of its initiatives
enforce the College IT Security Policy and provide guidance to customers explaining how it applies to them
in disciplinary cases, advise on the College Security Policy, as well as forensic analysis and evidence gathering.
give advice on IT security best practice as defined by ISO 17799 (BS 7799)
for personally owned systems, provide advice on anti-virus and IT security issues to staff and students of the College
Customers will:
conform to the requirements of the College Security policy and College Terms and Conditions of use of IT equipment
take appropriate measures to ensure their computers are adequately protected against viruses and intrusion, including automatic
patches of operating system and anti-virus software
register their PCs for use with Symantec Endpoint Protection
report any suspected virus or intrusion to their system to the ICT Security group via the Service Desk
report any suspected compromise of their username and password to the ICT Security group via the Service Desk
change their password on a regular basis, at least once per year, or in some cases every 90 days
Software Provision and Licensing
Customers: All College staff and students
Summary:
The administration of volume licensing arrangements from EDUSERV (previously CHEST) and other vendors (e.g. Microsoft Campus,
Symantec anti-virus agreements), along with other Imperial College site licences. ICT provides advice to customers on individual software
requirements so that their purchases represent good value for money and are appropriate to their academic or administrative computing
needs. Where possible licences are arranged to enable the software to be used by members of College on their home computers.
Website Reference:
www.imperial.ac.uk/ict/services/personalcomputersupportandmobileservices/softwarepurchase/softwareshop
www.eduserv.org.uk/chest
Description:
ICT will:
negotiate new licences as required on the most favourable terms
ensure that price lists and other information are kept up to date on the Shop web site
maintain databases containing software licence records
for software ICT has purchased, answer customer enquiries and provide advice on licensing terms and conditions including home
use of licensed software
operate a Software Shop sales desk
duplicate media for customers where licensed to do so
manage a server for holding software to download
provide software downloads for release to customers
Maintain records of licensed software and who is licensed to use it
invoice for payments for annual licences
Customers will:
take appropriate action to ensure the software on all computers under their control is correctly licensed
ensure there is a custodian responsible for each computer in their area, to take ownership of licensing issues
ensure there is sufficient funding for licensing of software to be used in their area, and that any requests for software is appropriately
ordered
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remove any software found to be installed without the necessary licence, or arrange for the purchase of an appropriate licence as
soon as possible
ensure the prompt removal of expired licence products and confirm their removal in writing.
register software licences with ICT where required for centrally held licences (eg MS Campus)
Streaming Video Service
Service Owner: Infrastructure Applications Support
Customers: Staff and students of College
Summary:
Provision of a streaming video service based on the REAL client and server software. This runs on a pair of servers to provide a resilient
service. Help, advice and tools are provided to upload video in suitable format onto the server. Supported formats are Real, Windows media
and Flash. These servers also make content approved by Communications available via the iTunes U service.
Website Reference:
www.imperial.ac.uk/itunesu
Description
ICT will:
Keep the operating system on the streaming video servers up to date and apply security patches as needed
Protect information uploaded onto the live server by mirroring data overnight between to the passive server and using the standard
ICT backup service
Test updates to the streaming video server software prior to release in the production environment by introducing them to the
passive server first
Give 10 working days notice of planned outages to the service. In emergencies this notice may be reduced
Provide advice about securing and controlling access to videos
Provide access using Active Directory groups to named individuals to allow up load of video materials
Give notice when performing system maintenance
Customers will:
Not upload inappropriate video materials, e.g. such as might damage the College's reputation
Ensure appropriate copyright permission has been obtained to use materials if this is required
Remove materials once they are no longer needed
Request access to upload content via the ICT Service Desk
Inform ICT in advance of any critical use of the service e.g. use in examination etc to allow ICT time to ensure the service can be
guaranteed for this period.
Teaching and Public Access Library Clusters
Service Owner: Faculty Support – IT Services
Customers: Teaching Departments and the Library
Summary:
The development, set up, and support of Teaching Cluster systems. These are configured with the College base build plus Departmental
specific applications. The build is locked down to prevent students installing unauthorised software. ICT is responsible for ensuring all
software is loaded and functions correctly from a technical viewpoint. The overall configuration is agreed with the Department which is
responsible for licensing the software, testing and approving that it is functioning correctly.
Teaching PCs are replaced according to the College Desktop Renewal Policy. Departments may elect to provide more systems than the
policy covers and enhance the specification of the machines.
Website Reference
www.imperial.ac.uk/ict/services/softwarehardware/teachingclusters
Description
ICT will:
Hardware Support
procure and install desktop hardware and networking used for teaching
implement timely renewal of hardware under the College Desktop renewal scheme.
register the machines in ICT's Host Database system (HDB)
interface the systems with the appropriate file services and peripherals (e.g. printers).
Software Support
Page: 34
provide the latest College standard build (subject to compatibility with Departmental applications)
Based on either:
Windows based systems:
provide Windows operating system support including installation and regular patching via Windows System Update Service (WSUS)
as required by the College Security policy www.imperial.ac.uk/ict/services/security/securitypolicies
update regularly the approved Anti-Virus software via the Managed service as required by the College Security policy
www.imperial.ac.uk/ict/services/security/securitypolicies
lock down the C: drive to prevent unauthorised addition of, deletion of and modification to software
provide protected file space for students, mounted as the H: drive
provide access to central or Departmental Unix file systems via the L: drive
ensure on-going maintenance by using DeepFreeze where appropriate to stop unauthorised changes to the standard setup, and
clear on a nightly basis scratch space, i.e. the C:\temp directory
provide a Power Saving service so that PCs can draw minimal power out of normal operating hours
deploy fixes for applications software to an agreed timescale
Or:
Dual Windows/RedHat Linux systems
In addition to the above:
RedHat can be supplied as a Virtual Machine image which can be launched from a Windows environment
provide a second partition to hold RedHat Enterprise Linux workstation operating system
provide regular updates to RedHat Linux via the Smart Update service
provide additional agreed Departmental software
where it is a dual boot system, provide and configure the boot loader to allow booting from one operating system to the other
provide mechanisms to allow automatic booting between Windows and Linux operating systems at agreed, specified times
Applications software
Common Software
provide the latest versions of commonly used software as defined for the standard desktop (see Appendix A).
provide and manage licence servers for such software where needed
Departmental Software
in partnership with each Department, provide an agree set of applications software to support Departmental teaching on PCs used
for teaching
help with sourcing software at optimum prices
provide and manage licence servers for such software where needed
On an annual basis:
meet with the Department to discuss teaching requirements
upgrade the base operating system (subject to compatibility with departmental software)
package agreed Departmental applications software
provide an unattended installation of above software
set up a test system within the Dept with above software image to allow Department staff to test software is functioning correctly
correct faults found
in September, or otherwise in agreement with the Department, deploy the image to all teaching systems in a cluster
During the Academic year:
install and configure new packages in agreement with the Department. ICT prefers not to add to the image during term time,
however, it will do so if needed by a Department
ensure changes to licence files on central licence servers are logged
ensure changes to licence files on central licence servers which impact teaching are made before 09.00 or after 18.00 during term
On a daily basis:
ensure cluster systems are in good working order
respond to requests for help at high priority
Customer/Department Responsibilities:
Customers will:
ensure all software used for teaching is properly licensed.
appoint a Custodian for teaching machines as required by the College Security policy
meet with ICT to discuss teaching requirements for the following academic year
obtain licensed copies of software in good time to meet the upgrade schedule
provide media (or access), installation and configuration information in good time to meet the upgrade schedule
provide ICT with reasonable notice (ideally 3 weeks) for additions or changes to the teaching build during the academic year; whilst
ICT will endeavour to install software provided with less notice this cannot be guaranteed
provide ICT with sufficient exclusive access to the teaching lab over the summer or other designated period to allow for the
installation of the PCs
provide ICT with 5 days notice of change of licence information on a centrally provided licence server to allow ICT to schedule the
change
test all software is functioning correctly
formally sign off the installation and configuration of all software
provide consumables (paper etc) for teaching rooms
Page: 35
report faults with use of the teaching cluster to the ICT Service Desk.
Note: Faults which affect multiple systems or students should be reported as priority 1 calls by phone and using the
Emergency priority line, 41126.
Telephone Services
Service Owner: Telephony Infrastructure - Technology Operations
Customers: All College staff and students
Summary:
The development, provision, configuration and support of telephone services within the College. These services include:
Management of fixed telephone lines (including those in student halls) and supporting infrastructure
Provision of operator services
Provision of voicemail
Provision of conference calls
Administration of central mobile (Mobex) and Blackberry contracts
Note services on some Medical Campuses will continue to be provided by the relevant NHS Trust.
ICT monitors the availability and performance of the telephone service and takes appropriate actions to maintain adequate performance.
ICT manages all new telephone installations, move of telephone extensions when staff relocate, disconnection of telephone extensions.
Services are charged back to Departments/Divisions (see Appendix B for charges). Cabling and sockets to the College standard provision
are usually included in College refurbishment projects.
Call statistics and telephone bills are provided to Departments/Divisions via their Telephone Reps on a monthly basis.
Telephone services will be reviewed and updated on a regular basis. ICT will research and evaluate new technologies and where appropriate
recommend these to College.
College currently provides the majority of its telecoms service with a traditional Ericsson PBX, but over time it is introducing a Cisco VoIP
system. ICT will migrate all staff extensions (approx 7,500) to the Cisco system over a period of 5 years.
For charges which apply to various services, requests etc see www.imperial.ac.uk/ict/services/telephones/howtoplaceatelecomsorder
Website Reference
www.imperial.ac.uk/ict/services/securitynetworkdatacentreandtelephonyservices/telephonyservices/
Description
Fixed telephone lines
ICT will:
Provide phone extensions to offices
Respond to requests for new extensions, changes to existing, including move of an extension as defined in the telephone charges
document. For charges see www.imperial.ac.uk/ict/services/telephones/howtoplaceatelecomsorder
Respond to system faults within 4 hours
Send monthly telephone statistics to Departmental/Divisional telephone reps
Send monthly bills to Departmental/Divisional telephone reps
Give 10 working days notice of planned downtime to the phone system
Provide direct dial services except to extensions starting with a '5'
Provide operator services between 08.00 and 18.00 Monday to Friday excluding College closure days.
Provide a Voice Activation Assistant to enable connection to phone numbers by quoting the owners name. This service will be used
when operator services are not available
Departments/Divisions will:
Provide appropriate notice for new installations, changes or move of an existing extension as laid out in the telephone charges
document. Such requests must be made via the Departmental/Divisional Telephone representative, who must authorise such
requests.
Provide a Departmental/Divisional finance account code to which monthly bills can be charged
Update the College Directory
VOIP
ICT will:
Provide basic voice features
Provide integrations with Outlook/OCS to give missed calls, voicemail attachments in Outlook and access to contacts
Mobile phone (Mobex) Servce
ICT will:
Page: 36
Provide mobile phone services, both rental and call charges, at competitive rates
Provide 5 digit dialling (Mobex numbers) for College mobile phones
Provide international traveller dialling on request.
Provide mechanisms for barring a phone should it be lost or stolen
Provide a monthly bill for all Departmental/Divisional Blackberries
Provide access to detailed billing information held in the public folder system for Departmental/Divisional telephone Reps
Provide several data packages for mobiles and email on the move. See
www.imperial.ac.uk/ict/services/securitynetworkdatacentreandtelephonyservices/telephonyservices/mobiles
Request mobile services via their Departmental/Divisional Telephone Rep
Blackberry Service
ICT will:
Enable purchase of Blackberries for use with College email service, including mail, calendar, task and contact information
Provide services on the College email service to enable synchronisation of these services with Blackberries
On request provide a Mobex number (see above) for a Blackberry
Provide a monthly bill for all Departmental/Divisional Blackberries
Provide access to detailed billing information held in the public folder system for Departmental/Divisional telephone Reps
Request Blackberry services via their Departmental/Divisional Telephone Rep
Note Blackberries purchased directly outside of the College scheme cannot be connected to the College email synchronisation services.
Voice Mail
ICT will:
Not provide this service on Medical Campuses where telephone services are provided by the NHS Trust.
Activate voice mail on an extension on request from the Departmental/Divisional telephone rep. For charges see
www.imperial.ac.uk/ict/services/telephones/howtoplaceatelecomsorder
Request voice mail via their Telephone rep
Agree to cover the annual fee which will be included in the Departmental telephone bill
Training and Information
Customers: All members of College and external customers
Summary:
Provision of IT training in conjunction with the Learning and Development Centre. This includes scheduled training courses throughout the
year and also courses run on demand depending on numbers of people requesting them. In addition Open learning training is available using
Learning Guide web based materials.
The ICT Training room is available for booking by Faculties/Departments when not in use for scheduled courses.
Maintenance of information on the ICT website to assist customers in their use of the College IT infrastructure and services.
Website References:
Course schedule: www.imperial.ac.uk/ict/services/training
Learning Guide: www.imperial.ac.uk/ict/services/training/traininginformation/learningguide
Description:
ICT will:
arrange and run scheduled training courses for internal and external customers including staff and PGs
arrange and run on demand courses depending on numbers of people requesting them
arrange training to be given by internal and external trainers as appropriate
provide training rooms with standard configurations and software installed for ICT courses and, by prior agreement, for customers to
run their own courses
install special software by agreement with customers. Media must be provided 2 weeks in advance
provide Learning Guide software
arrange and supervise Open learning sessions at scheduled times
Page: 37
charge for training as applicable according to published rates
review training materials to ensure it remains accurate, up to date and appropriate
review needs for and develop new training courses
create and maintain reference information on the ICT website and in printed form as necessary
Customers will:
book scheduled courses or request on demand. See www.imperial.ac.uk/ict/services/training
inform ICT if they cannot attend a course – there may be a cancellation fee.
comply with the following prerequisites for most courses
the ability to operate a computer mouse
use keyboard to a reasonable level of competence
familiarity with Windows operating system where appropriate
make advance arrangements with ICT to provide a training room and equipment for their own courses giving 2 weeks advance
notice
Web Services
Service Owner: Web Team - Business Solutions
Summary:
The development, provision and support of the College web presence on the internet via central web hosting for the College websites; also
advice, training and development assistance for set up and support of Web sites and services based on College standards.
Website Reference
www.imperial.ac.uk/ict/services/webmanagement
Description
ICT will:
provide and operate standard College technical web environments on central web hosting facilities (CMS, Windows Web farm, Linux
web farm)
provide and manage the College Search Engine
give advice, training and support on:
website and web application development
use of the College technology infrastructure (including templates and content management software) for web projects
how to organise the management of a website within a department or team, advising on the roles and responsibilities
required
setting up and maintaining the College standard Professional Web Pages
work with Departments or teams to help develop their websites
in conjunction with the College Communications Division,
advise on the content architecture for a site or other design questions
carry out reviews on newly developed web sites or sites undergoing major changes, to ensure compliance with branding,
accessibility requirements and best practice
assist with web accessibility testing and SENDA compliance
research and evaluate new technologies for services on the web and recommend their use in College including guidance on web
accessibility
help to set the College policies, standards and guidelines for website development, operation and management
Customers will:
use College provided services for hosting their sites except when specifically agreed otherwise (see exception process at)
www.imperial.ac.uk/webguide/strategyandpolicies/policiesandstandards/exceptionhandling
comply with College Website Policies as described in the Website owners' guide https://www.imperial.ac.uk/webguide
liaise with the College Communications Team and ICT for content architecture, design and Quality Assurance review
ensure web sites they are responsible for are compliant as required by the appropriate Web Accessibility legislation and College
policy
manage their website in accordance with the responsibilities laid out in the website owner's guide
ensure any web site conforms to web accessibility requirements
Appendix A College Departmental Desktop - Common Software
The objective of a standard desktop is to make it easier for members of College to access information on various College systems and help
cooperation and collaboration within College. The desktop will provide a secure operating system and set of applications (see below) and will
be well supported by ICT. The applications and recommended data interchange standards will be reviewed regularly and an up to date listing
of the programs and version numbers will be on the ICT website www.imperial.ac.uk/ict/aboutict/ictslaandkpis/appendixa
Software
Product/Version
Windows
Page: 38
RedHat Linux
Mac OS
Operating System
MS Windows 7 (64 bit) and XP
RedHat Enterprise
Workstation Linux
Mac OS X v10.4
Anti-Virus
Managed Symantec
-
-
Word Processing
MS Word 2010
Open Office
Office 2011
Spreadsheet
MS Excel 2010
Open Office
Office 2011
Presentation
MS Powerpoint 2010
Open Office
Office 2011
Database
MS Access 2010
-
-
Email
MS Outlook 2010
Evolution, Alpine, Pine
Mac Mail, Entourage
Web Clients
Internet Explorer 9, Firefox, Google Chrome¹
Firefox
Firefox
PDF Plugin
Acrobat
Acrobat
Preview
Postscript plug-in
Ghostview
Ghostview
Preview
Video/MM plugins
Quicktime Real Player EnterpriseWindows Media
PlayerFlash Shockwave
Realplayer
Quicktime, Realplayer,
Windows Media Player
VoloView
CAD viewer (College plans)
-
-
HTML production
MS Word 2010
Open Office
Secure
Telnet/FTP(SSHV3)
SSH Client
SSH Client
SSH Client, Fugu
Encryption software
PGP based
GPGP
AES
Compression
Win Zip
gzip
Stuffit
Library OPAC
&electronic journals
URL + icon
-
URL + Icon
ICIS Access
Oracle Plugin (J-Initiator)
-
-
PC management
software
SCCM client
-
ARD Client
Bibliographic software
EndNoteReference Manager
-
EndNote
¹Google Chrome is added for those customers who may wish to use it, however, it may not be a supported browser when used in
conjunction with other applications.
Appendix B Charges for ICT Services and Resources
1. General
ICT does not, in general, charge members of College for its Services e.g. installing, upgrading and trouble shooting College owned end-user
systems running the standard College Installation, nor for default allocations of resources. ICT does, however, reserve the right to charge
when:
1.
2.
3.
4.
5.
6.
7.
8.
Resources over and above the default allocations for e-mail space are requested.
Resources over and above the default allocation for file space are requested.
There is a College policy to charge due to the nature of the service
Costs for IT support are covered specifically by Research Grants
Support is requested for non-standard or legacy systems
The fix time exceeds the standard fix time i.e. 2 hours
Repeated requests for support result from the misuse of the equipment
Work is requested on staff owned PCs
Any additional hardware or software required to complete the work requested must be supplied or will be charged at cost. The customer may
be asked to sign a disclaimer form for any work undertaken.
All work is charged at £40 per hour except where explicitly stated otherwise (e.g. Business Systems).
Please note that in all cases where charges are incurred, an appropriate account code must be provided together with appropriate
authorisation before work can commence.
For items (5-8) the final decision on whether or not to charge will be taken by the manager responsible for the service. This will usually be the
Faculty Support Team or Site Manager and the customer will be informed prior to carrying out the work.
2. Charging Rates
Page: 39
2.1 E-Mail default allocation and charges
The default Mailbox Quotas allocations on the College Exchange service are:
Staff and honorary staff 2.0 Gbytes (staff can opt in to email archiving if they need more space)
Research and Taught PGs 2.0 Gbytes
UGs 1.0 Gbytes
Additional space may be provided subject to the approval of the Departmental IT Representative up to a maximum size of 10 GBytes for a
mailbox. The additional space will be chargeable at the rate of £10 per 500Mbytes per annum. Departments/Divisions should provide a
contact name and account code to charge this against.
Email archiving is available for staff to help manage their mailbox as an alternative to increasing the size of their mailbox.
2.2 File Space default allocation and charges
2.2.1 Home Directory Space on central SAN
The default file space quotas on central SAN based fileservers are:
Staff 8 Gbytes
Research and Taught PGs 8 Gbytes
UG students 4 Gbyte
Note that some Departments/Divisions prefer to allocate file space to UG students on an incremental scale.
Additional file space will be provided subject to the approval of the Departmental IT Representative.
Additional space up to 25% of the individual's default allowance will be free. Above this space on the ICT SAN will be chargeable at the rate
of £10 per 500 Mbytes per annum. Departments/Divisions should provide a named contact and account code to charge this against.
2.2.2 Shared Group Space on central SAN
ICT provides shared Group Space for Departmental use which is held on our central SAN storage. The quota allowances, from Summer
2011, will be:
a minimum of 100GB per department
plus, where the Staff FTE for the department exceeds 100FTE as determined by HR, an additional 0.5GB per Staff FTE in excess of
100FTE
Additional space is chargeable at £150 per 100GB of disk space as a one-off price for 3 years including a standard daily backup to tape
which provides a 90 day recovery window.
Space for group teaching projects is provided free of charge.
2.2.3 Low Cost Central Storage
This is SAN based but uses cheaper SATA disk technology. Disk space is available at £200 per 100GB of disk space one-off for 3 years
including standard daily backup to tape which provides a 90 day recovery window.
2.3 Support of Research IT
Up to two hours support will be provided free of charge. Where a research grant includes funds for IT support, ICT reserves the right to
charge for additional work at the standard rate of £40 per hour.
2.4 Legacy Systems or Non-standard systems
ICT reserves the right not to provide support for legacy or non-standard systems. 'Legacy Systems' means:
non-HP PC workstations, or those with a lower spec than a HP dc7800 (Core 2 Duo processor, 4GB memory recommended),
160GB Hard Disk, or not capable of running the standard ICT install of Windows 7.
Windows XP is now considered a legacy operating system and will only be installed/supported where there is a compelling reason
e.g. it is required for a business critical application. ICT will only provide this support until October 2013.
SUN, SG and DEC workstations
Linux systems not running the standard ICT install of RedHat Enterprise workstation 5 or higher
Apple Macs running operating systems versions prior to Mac OS 10.5 and non-Intel processors.
2.5 Fix time in excess of 2 hours
ICT provides up to two hours of IT support free of charge for standard installations on Imperial College-owned computers. Additional time is
charged at the standard rate of £40 per hour.
2.6 Fixing systems affected by misuse
Charges will be made for restoring systems that have been adversely affected by unauthorised modification to the hardware operating
system, applications or other software set-up or general misuse.
2.7.1 Backup Services
Page: 40
Backup of files used by research groups on research group or Departmental owned servers is charged as follows:
Service
Type
Service
One Off
License Fee
Per GByte per Annum
Annual Licence
Renewal
Standard
Service
Monthly full backup with daily incremental, 3
month retention
£100
£1.20 per Gbyte of
protected data
£10 (for support and
upgrades)
Research
service
Monthly full backup with daily incremental, 1
month retention
£100
£0.40 per Gbyte of
protected data
£10 (for support and
upgrades)
Special Requirements
Specialist options, such backup of an active Oracle or Microsoft SQL database, require payment of a higher licence fee. In addition the
normal data charges apply. Please request further information via the ICT Service Desk.
2.7.2 Windows-based Laptop/PC backup
Backup of Windows-based laptops/PCs is available at a cost of £15 per annum. This service will backup common application file types, not
the entire system. Additional file types can be added to the list of protected files upon request.
2.8 Network Services
Wireless Access – each access point supporting 802.1n £650 each, where more than two access points are required a tailored quote will be
given.
Costs above are subject to existence of adequate network infrastructure at the proposed location.
2.9 Business System Charges
Work is charged at £400 a day for business analysis, project management and development.
2.10 Research Database Support and Virtual Server Hosting
ICT will host virtual servers on its virtual server platform for academic customers. For most applications, apart from high performance
computing, this is a more efficient way to provide a server than purchasing a physical computer.
Similarly ICT can provide Microsoft SQL Server or Oracle databases to the academic community hosted on the ICT central database farms.
Details of the costs of virtual server and database are shown below:
Edit Document
SETUP
(ONE-OFF)
Virtual Server (1 vCPU,
30GB disk, RHEL)
30GB disk, Windows) **
30GB disk, RHEL)
Requested via
V-Director (self service)
30GB disk, Windows) **
Requested via
V-Director (self service)
ANNUAL CHARGE
2GB
4GB
8GB
MONTHLY CHARGE
2GB
4GB
8GB
£150
£125
£180
£280
£11
£15
£24
£150
£150
£200
£300
£13
£17
£25
N/A
£150
£200
£300
£13
£17
£25
N/A
£175
£225
£325
£15
£19
£28
One additional virtual
CPU (to make a 2-vCPU
VM)
Three additional CPUs
(to make a 4-vCPU VM)
Per additional 10GB
disk space
Per additional
expert/hour
Page: 41
£50/hour
£300
N/A
£700
N/A
£15
N/A
MS SQL Server
Database setup
(including 10GB
database disk space)
Each additional database
Own instance surcharge
Secure cluster surcharge
Per additional 10GB
database disk space
Oracle Database setup
(including 10GB
database disk space)
Each additional instance
Secure database
surcharge
Per additional 10GB
database disk space
Per additional 100GB
file server space
£50*
£20
£200
£200
£40
£10
£100
£100
£4
£1
£10
£10
N/A
£25
£3
£50*
£20
£40
£10
£4
£1
£50
£50
£5
N/A
£25
£3
N/A
£50
£5
* included in VM setup cost if requested at the same time with a VM
** £334 one-off Windows External Connector licence cost applies if the server is to be used by people other than
Imperial College staff
2.11 Telecoms
For information about placing telecoms orders and charges see
www.imperial.ac.uk/ict/services/securitynetworkdatacentreandtelephonyservices/telephonyservices/howtoplaceatelecomsorder
Appendix C On Request Services
The following lead times apply to normal requests regularly made through the ICT service Desk. All other requests will be assigned an owner
and the lead time will be agreed with the customer including any charge if applicable.
Normal Requests
Lead Time (Max
number of
Working days)
Comments
Desktop Procurement (approved
purchase)
2
Standard machine if available in buffer stock
11
Special requirement (build to order)
Laptop Procurement (approved
purchase)
18
All laptops are build to order
Computer installation (Windows,
RedHat or Fedora Linux)
2
Standard build
10
Standard build with special Departmental software
MAC installation
2
Standard build
Live computer network connection
1
Existing point
Agreed for each
individual request
Provide new connection point
Overnight
Individual accounts up to 10 in one request
New email and College
usernames
Page: 42
New user set up for Business
Applications (ICIS, OSS,
Oracle/Grants, InfoEd)
Overnight
Set up time only covers work carried out by ICT to set up the username.
Time for work by other departments involved to approve access and
permissions is not included.
Increase File Quota
1
Increase needs to be approved
Increase Email Quota
1
Increase needs to be approved
Email distribution list set up
2
New list
Install wireless network point
10
Customer specific access point, chargeable to Customer
PDA configuration
2
Standard supported system
Configure mobile phone to work
with PDA
1
Assuming up to date PDA and mobile phone on College O2 mobex service
Blackberry BES configuration
2
On College O2 mobex/BES service
Add machine to central backup
service
2
Backup for some machines is chargeable
File restore
1
New telephone extension
4
Relocation of telephone extension
4
Telephone software change
4
Hunt-group, pick-up group, diverts etc.
Create telephone conference
account
2
Pow Wow Now service
Voicemail set-up
4
Including Unified Messaging
Voicemail reset
2
Applies to analogue, digital and VoIP
Project Requirements
The table gives an indication of which type of requests will require a formal ICT project to be established.
Request Type
ICT Project Required
Refurbishment cabling
Yes
New Teaching Cluster
Yes
New Research machine
No
New Business Application
Yes
Appendix D ICT Organisation and Services
Director of ICT
Dr John Shemilt (020 7594 6965 email: [email protected])
IT Services
Mr Paul Allatt (020 7594 6905 email: [email protected])
Desktop Services
HPC
Link Management
Media Services
Service Centre (Software sales, Desktop Procurement, Training)
Service Desk
Technical Operations
Page: 43
Mr Chris Roberts (020 7594 5731 email: [email protected])
Back end systems support (authentication, directory services, MS Database support)
Data Centre
Email services
Security Services
Windows Development
Unix Development
Business Solutions
Mr Tony Tyler (020 7594 6952 email: [email protected])
Business Applications support
Business Systems Development (major College IT projects)
Appendix E Disaster Recovery Service Criticality and Target
Restoration Times
Key Activity Title
Impact
H/M/L
Recovery Time
Objective (RTO)
Recovery
Priority
Minimum
Service Level
XEN Server Virtualisation
H
less than 12 hours
0
full service
Virtual Environment for Network Services
H
less than 12 hours
0
full service
Fixed Telephony (TDM)
H
less than 12 hours
0
full service
HDB
H
less than 12 hours
0
full service
Solaris Services (incl JumpStart)
H
less than 12 hours
0
full service
Linux Services
H
less than 12 hours
0
full service
Storage Area Network (SAN) Service
H
less than 12 hours
0
full service
Son of Validate - College User Authentication System
H
less than 12 hours
0
full service
Central Backup
H
less than 12 hours
0
full service
Outbound Mail Relays (SMTP)
H
less than 12 hours
0
full service
Forwarded Mail Relays
H
less than 12 hours
0
full service
Domain Name Server
H
less than 12 hours
0
full service
Inbound Mail Relays
H
less than 12 hours
0
full service
Network Time Protocol
H
less than 12 hours
0
full service
Active Directory Service
H
less than 12 hours
0
full service
DHCP
H
less than 12 hours
0
full service
Radius Authentication Service
H
less than 12 hours
0
full service
Lightweight Directory Access Protocol
H
less than 12 hours
0
full service
ESX Virtualisation by VMWare
H
less than 12 hours
0
full service
RMAN Repository Oracle Database Backup System
H
less than 12 hours
0
full service
Mobile Telephony
H
less than 12 hours
0
full service
Core Network
H
less than 12 hours
0
full service
Inbound Mail
H
less than 12 hours
0
full service
Firewall Service
H
less than 12 hours
0
full service
Network Load Balancing
H
less than 12 hours
0
full service
Outbound Mail
H
less than 12 hours
0
full service
Page: 44
SQL 2005 Cluster Service (ICSQLD, E, F and G)
H
less than 24 hours
1
full service
SQL 2008 Cluster Service (ICSQLI)
H
less than 24 hours
1
full service
Group Space Service
H
less than 24 hours
1
full service
Unattended Install / PXE Boot / Package Installation
H
less than 24 hours
1
full service
Service Desk (Marval)
H
less than 24 hours
1
full service
College Catering system for tills and back office ordering by
Uniware
H
less than 24 hours
1
full service
Worldpay Universal Card Payment System by RBS Group
H
less than 24 hours
1
full service
Oracle's Purchasing Punchout and XML System for ICIS
H
less than 24 hours
1
full service
Central Print Spooler Service
H
less than 24 hours
1
full service
Licensing Service
H
less than 24 hours
1
full service
Blackboard Web based Computer Training (Version 8)
H
less than 24 hours
1
full service
Exchange Messaging System by Microsoft
H
less than 24 hours
1
full service
File Services
H
less than 24 hours
1
full service
Virtual Private Network
H
less than 24 hours
1
full service
Windows Web Farm
H
less than 24 hours
1
full service
Linux Web Farm
H
less than 24 hours
1
full service
INFOED - Proposal Development & Tracking System by InfoEd
H
less than 24 hours
1
full service
ICIS - Imperial College Information System
H
less than 24 hours
1
full service
SACS - Security Access Control System by Lenel/Diebold
H
less than 24 hours
1
full service
VOIP - Voice over IP Telephony
H
less than 24 hours
1
full service
Wireless LAN
H
less than 24 hours
1
full service
MailMan / Mailing List
H
less than 24 hours
1
full service
Oracle Portal Web Service
H
less than 24 hours
1
full service
APEX - Oracle Application Express
H
less than 24 hours
1
full service
Reverse Proxy
H
less than 24 hours
1
full service
Central Single Sign On
H
less than 24 hours
1
full service
WINS
H
less than 24 hours
1
full service
ShibboLeth Identity Provider Service (external users)
H
less than 24 hours
1
full service
Teaching Cluster
H
less than 24 hours
1
full service
Conference Bookings System by Kinetics
H
less than 24 hours
1
full service
Undergradute Student Application Support via Hercules
interface by UCAS
H
less than 24 hours
1
full service
Web Room Booking System by Kinetics
H
less than 24 hours
1
full service
BACS (Bank) ALBACS-IP payment system by ALBACS
H
less than 24 hours
1
full service
Sports Centre System by XN Leisure
H
less than 24 hours
1
full service
Unique CID Generator for individuals
H
less than 24 hours
1
full service
Kiosk Information Points
H
less than 24 hours
1
full service
Web Payments System on APEX (external users)
H
less than 24 hours
1
full service
TA0197 Equella Learning Module Repository
H
less than 24 hours
1
full service
Internet Connection
H
less than 24 hours
1
full service
Remote Site Connection
H
less than 24 hours
1
full service
Terminal Services
H
less than 24 hours
1
full service
Page: 45
IctPrintService (SafeCom)
H
less than 24 hours
1
full service
Academic Timetabling System by CELCAT
M
less than 48 hours
2
full service
Odex Exchange Payroll Information Transfer to IR
M
less than 48 hours
2
full service
Sentry Access Control System
M
less than 48 hours
2
full service
Library Management System
M
less than 48 hours
2
full service
Echo360 Lecture Capture System
M
less than 48 hours
2
full service
Medicine Web Site
M
less than 48 hours
2
full service
Googlebox College Search
M
less than 48 hours
2
full service
Oracle Enterprise Manager - Grid Control
M
less than 48 hours
2
full service
DBA Management
M
less than 48 hours
2
full service
Symantec Ghost Backup/Restore
M
less than 48 hours
2
full service
Intellectual Property Management System by Wellspring
M
less than 48 hours
2
full service
RightNow Q&A Knowledge Base by RightNow
M
less than 48 hours
2
full service
Post Graduate Applications via the Web by Embark
M
less than 48 hours
2
full service
Inland Revenue (HMRC) System for Payments by Data
Exchange P
M
less than 48 hours
2
full service
Receipt of Electronic Invoices from Suppliers by OB10
M
less than 48 hours
2
full service
Intellectual Propert Management System by WellSpring (SaaS)
M
less than 48 hours
2
full service
Discoverer Reporting for ICIS
M
less than 48 hours
2
full service
SharePoint Collaboration System by Microsoft
M
less than 48 hours
2
full service
CTMF (Clinical Trials Management Facility - Inform) by Phase
Forward
M
less than 48 hours
2
full service
Contact Centre System (ICE)
M
less than 48 hours
2
full service
Occupational Health System (OPAS) by Warwick (WICS)
M
less than 48 hours
2
full service
NFS Network File System
M
less than 48 hours
2
full service
Oracle Internet Directory for Portal
M
less than 48 hours
2
full service
Spiral Digital Repository of Library Publications
M
less than 48 hours
2
full service
College Directory
M
less than 48 hours
2
full service
Oracle Collaboration Suite
M
less than 48 hours
2
full service
MailMarshal Spam Filter
M
less than 48 hours
2
full service
Application Hosting
M
less than 48 hours
2
full service
Library OPAC Service
M
less than 48 hours
2
full service
Private Housing System by Kinetics
M
less than 48 hours
2
full service
Maths Feed
M
less than 48 hours
2
full service
Student Accomodation Office by Kinetics
M
less than 48 hours
2
full service
International Collaborations System on APEX
M
less than 48 hours
2
full service
Research Facilities & Equipment Booking on APEX (for IBE)
M
less than 48 hours
2
full service
ApEx Absence Management System
M
less than 48 hours
2
full service
Data Centre Server Hosting
M
no commitment
2
full service
Halls of Residence Network
M
less than 48 hours
2
full service
Terminal Services Gateway
M
less than 48 hours
2
full service
Risk Management System
M
less than 48 hours
2
full service
REF - Research Excellence Framework (for next funding)
M
less than 48 hours
2
full service
Page: 46
Public Key Infrastructure (PKI) Service
M
less than 48 hours
2
full service
SSLVPN
M
less than 48 hours
2
full service
ICIS Remote Access
M
less than 48 hours
2
full service
WEB Cache Service
M
less than 48 hours
2
full service
Business School's Customer Relationship Management system
CARE by IRIS
M
less than 48 hours
2
full service
SafeTrak Safety Inspection and Ladders Safety
M
less than 48 hours
2
full service
TOAST Web Questionnaire
M
less than 48 hours
2
full service
Raisers Edge (Alumni CRM) by Blackbaud
M
less than 48 hours
2
full service
SOLE Student Online Lecturer Evaluation System by Aspire
M
less than 48 hours
2
full service
CONCEPT Estates Helpdesk System by FSI
M
less than 48 hours
2
full service
Samba Shared File Service
M
less than 48 hours
2
full service
Estates Space Management System by Pythagoras
M
less than 48 hours
2
full service
Blackberry Mobile
M
less than 48 hours
2
full service
Software Provision
M
less than 48 hours
2
full service
Enterprise Vault Email Archiving System by Symantec
M
less than 5 days
3
full service
Drug Discovery Centre
M
less than 5 days
3
full service
Kennedy Institute SCTR Clinical Trial
M
less than 5 days
3
full service
Student Union Finance System
M
less than 5 days
3
full service
Student Union Web Site (www.imperialcollegeunion.org)
M
less than 5 days
3
full service
Roomview by Crestron
M
less than 5 days
3
full service
LDAP Address Book
M
less than 5 days
3
full service
Network Management and Support
M
less than 5 days
3
full service
Universities Superannuation Scheme by USS
M
less than 5 days
3
full service
Superannuation Pension Reporting for SAUL Pension Scheme
M
less than 5 days
3
full service
Student Loans Management by Student Loans Co.
M
less than 5 days
3
full service
IC Analytics for Packaged Applications - Oracle Business
Intelligence for PA (BIPA)
M
less than 5 days
3
full service
College Project Database (IMPREST) by Symplectic
M
less than 5 days
3
full service
IC Analytics - Oracle Business Intelligence Enterprise Edition
(BIEE) & Data Warehouse
M
less than 5 days
3
full service
Windows Software Update Service
M
less than 5 days
3
full service
Guest Access Service
M
less than 5 days
3
full service
ICWIKI
M
less than 5 days
3
full service
Unique CID Generator for corporate clients
M
less than 5 days
3
full service
Secure Cheque Printing
M
less than 5 days
3
full service
Group Encryption Service
M
less than 5 days
3
full service
Student Web Site Hosting
M
less than 5 days
3
full service
Imperial Volunteer Centre Search Database
M
less than 5 days
3
full service
TA0198 Windows Power Saving Improvement
M
less than 5 days
3
full service
TA0165 Project Server Implementation
M
less than 5 days
3
full service
Reports to Web Reporting Tool by Redwood
M
less than 5 days
3
full service
TimeSmart Research Timesheet Management System
(Technicians Timesheet)
M
less than 5 days
3
full service
Page: 47
WinSSHD Secure FTP Software
M
less than 5 days
3
full service
WS_FTP Pro Secure FTP Application
M
less than 5 days
3
full service
Digital Signage by Omnivex (PILOT)
M
less than 5 days
3
full service
Exam Kiosk and Harvesting System
M
less than 5 days
3
full service
Symplectic Elements (RPDEP) by Symplectic
M
less than 5 days
3
full service
Replicon Web TimeSheet System
M
less than 5 days
3
full service
T-Plan Test Process Management
M
less than 5 days
3
full service
Crystal Enterprise Services
M
less than 5 days
3
full service
RAE - Research Assessment Exercise 2008
M
less than 5 days
4
full service
Long Term Individual Based Time Series (LITS) Project Web
Site
M
less than 5 days
4
full service
Web Search (Ultraseek)
M
less than 5 days
5
full service
Hyper-V Virtualisation by Microsoft
M
less than 5 days
5
full service
Blackboard Community and Content System - PILOT
M
less than 5 days
5
full service
Copyright Notice
Imperial College of Science, Technology and Medicine
ICT
Report title: Service Level Agreement
© 2005 Author names: Paul Allatt, Arthur Spirling
© 2011 Author names: Paul Allatt, Arthur Spirling
This publication may be distributed freely in its entirety and in its original form without the consent of the copyright owner.
Use of this material in any other published works must be appropriately referenced, and, if necessary, permission sought from the copyright
owner.
Published by:
ICT
Imperial College London
South Kensington
London
SW7 2AZ
02 September 2011
www.imperial.ac.uk/ict
Page: 48

1. ICT Service Level Agreement . . . . . ....

Transcription

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