Embed Size (px)
Citation preview
Page 1 9/12/2009
Service Definition
Student and Alumni Email Version 1.6
Signoff
Name Role Signature & Date Change Program Steering Committee
Steering committee
Page 2 9/12/2009
Document Control Information
Document Change History
Version Date Last Revised Author Change Description
0.01 Les Randolph Initial template build
0.02 30 September 2008 Trevor McNamara Minor edits and update of Service Centre Support Service
0.03 15 October 2008 Les Randolph Update of the following areas: • Purpose of document - rewrite • Updated Service Components • Updated Service Levels • Updated Support Service and associated
Service Levels for o Service Centre o Microsoft Exchange Labs o Technical Support o Reporting o Service Request Procedure
0.04 20th October 2008 Trevor McNamara • Purpose of document – update • Various minor edits
0.05 9th November 2008 Trevor McNamara • Minor format changes
0.06 13 November 2008 Les Randolph • Change name of service from myMail to zMail
• Minor Edits
0.07 24 November 2008 Les Randolph • Added Microsoft Live@edu support outline
1.00 25th November 2008 Trevor McNamara Release for Sign-off
1.00 27th November 2008 Trevor McNamara Approved by Steering Committee
1.1 15th May 2009 Darren Dove Differentiate technical service custodians
1.2 16th May 2009 Michael Rourke Review document and comment
1.3 24th August 2009 Darren Dove Update UNSW team responsibilities
1.4 24th August 2009 Mark Fortini Review and comment
1.5 2nd September 2009 Handover meeting Corrections to License and Contracts management
1.6 15th September 2009 Technical custodians Corrections to improve interpretation
Distribution
Version Recipient Date issued Department/faculty/school
Page 3 9/12/2009
Table of content
Purpose of this document ..........................................................................4
Service definition structure .......................................................................5
zMail service description...........................................................................6
zMail service configuration .......................................................................9
zMail support services .............................................................................11
zMail service RACI matrix .......................................................................21
zMail reporting and charging ..................................................................23
zMail Service Support targets ..................................................................25
Page 4 9/12/2009
Purpose of this document
This document defines the scope, Service Components and Support Services required to deliver this service.
Service Level Targets (SLT’s) under which the service will be managed are defined within this document. Support services will be delivered and managed by means of Operations Level Agreements (OLA’s). OLA will also have SLT’s associated with them.
Page 5 9/12/2009
Service definition structure
The Service definition structure is designed to enable the clear and accurate definition of services. The structure:
• Enables the definition of both simple and complex services
• Creates clarity by clearly defining different service elements
• Enables clear communication of service targets associated with different service elements
Two Service Dimensions
Services are comprised of two dimensions, Products and Support Services.
• Service Components are elements of the service with which a customer will interact and may be deployed in one or more service release packages according to an organisation’s requirements.
These components form the foundation of a Service level Agreement (SLA)
• Support Services consist of a defined list of activities, resources and/or processes that are offered by the IT organisation to support the Services customers’ use. The Service Centre is a well known Support Service.
These support services provide definition for an Operational level agreement (OLA)
Periodic review
Once this Service Definition is approved by Central IT Steering committee it will form the initial baseline for future service renewal.
Quantative assessment of the metrics and targets in this definition will be reviewed by the Service Management Office, Team leaders and were appropriate UNSW IT Directors after 6 months from acceptance.
Service reviews will be conducted on an annual basis unless the scope or content of this document changes as a result of Customer or Stakeholder input.
Page 6 9/12/2009
zMail service description
Service Item Details
Service Name zMail (Microsoft name - Live@edu)
Service Group IT Infrastructure Services
Service Description The Student and Alumni Email solution provides a web based email service for:
- UNSW Students
- UNSW Alumni This is a free, web based mail solution hosted by Microsoft within the Microsoft Exchange Labs environment providing 10GB email storage capacity.
The account will exist for life providing there is a continued connection with UNSW as either a student or alumni
The Microsoft exchange labs service will provide both SPAM counter measures and Virus protection.
The student email account will be subject to Microsoft advertising and Alumni will be subject to Microsoft and 3rd party advertising.
Students Academic Alumni General Staff To Whom is the Service Provided to
Yes No Yes No
Service functionality Description
This section provides information on the components that make up the service offering.
Local Calendar The Microsoft Exchange Labs environment provides a Calendar function. This is restricted to local use for the end user and will not be able to access other calendars. See the Exchange Labs environment help function for a full description of its use and capability.
To Do Lists The Microsoft Exchange Labs environment provides a To Do List function. See the Exchange Labs environment help function for a full description of its use and capability.
Local Contact Lists The Microsoft Exchange Labs environment provides a Contact List function. See the Exchange Labs environment help function for a full description of its use and capability.
SPAM filtering SPAM filtering is implemented by Microsoft to protect the zMail accounts from being subjected to unsolicited spam mail. The UNSW zMail environment will be “White listed” which will prevent the zMail accounts from being blocked as a suspect spam mail sender.
Anti Virus Microsoft provides Anti Virus protection on the Exchange Labs server environment.
Page 7 9/12/2009
Support details Description
How is the Service Acquired?
1. The service can be acquired by lodging a Service Request through the Service Centre on 9385 1333 or access the IT self help portal https://www.servicedesk.unsw.edu.au
2. Service Requests can be lodged by Students and Alumni.
3. Supporting documentation will be made available through https://zmail.unsw.edu.au/.
This site will provide the basic “how to” information the end user will require to:
Get Started
Log on to zMail via myUNSW, the IT at UNSW web site of by going directly to the Microsoft Live@edu website.
Move existing mail to the new mail service via IMAP or simply forwarding mail to the zMail.
Where to get zMail help
How to log a support call.
Page 8 9/12/2009
Page 9 9/12/2009
zMail service configuration
The Service centre will use this relationships diagram to assist with the identification of technical resolver during Incident management.
Page 10 9/12/2009
Page 11 9/12/2009
zMail support services
The following tables reflect the provider/resolver groups involved in the provision and maintenance of the zMail service.
Escalation matrix
Page 12 9/12/2009
Service Centre General Description
General Description
zMail is a core IT at UNSW service provided to the University community and is managed through the standard IT at UNSW service support structure and processes.
All Incidents and Requests for Service are channeled through the Service Centre. The Service Centre will provide 1st level support and facilitate 2nd and 3rd level technical/functional support where necessary.
Inclusions • Incident Management
− Provide initial incident support
− Log and escalate to appropriate resolver groups.
• Service Request management
− Assist in the provisioning of a zMail account
− Support the activation of a student account
− All other users related support questions
− Support with Importing UniMail messages
− Support with using the zMail web interface
• Attend service performance reviews when required
Access IT Service Centre hours are 8:00am to 8:00pm Monday to Friday excluding public holidays and can be contacted on 9385 1333 or access the IT self help portal https://www.servicedesk.unsw.edu.au.
Page 13 9/12/2009
Service Management Office
General Description
General Description
The Service Management Office (SMO) provides non technical support to customers and users regarding the zMail service.
Inclusions and Exclusions
• Manages non technical Service requests if not resolved by the Service Centre
• Provides hi priority Incident management support • Facilitates operational change management. • Provides monthly performance statistics
• Initiate annual service reviews and manage updates to the Service Definition where required.
Page 14 9/12/2009
Contract Management
General Description Technical custodian
General Description
Provides non technical support for Contract management.
Contracts management
Contracts management within the scope of the IT procurement team are the activities associated with negotiating, reviewing and agreeing on supplier agreements based on UNSW requirements.
Software and License management
Under the terms of the ‘Live@edu’ service offering there are no requirements for UNSW to manage any Service Software or Licenses.
Inclusions and Exclusions
The following activities are performed by this team;
Inclusions
• Contract management • Attend service performance reviews when required
Exclusions
• Technical liaison with vendor
IT procurement team
Page 15 9/12/2009
Operations centre and Facilities management
General Description
General Description
Provides operational management of the physical infrastructure and IT at UNSW data centre facility which supports the delivery of the zMail Service.
Inclusions and Exclusions
Inclusions
• Data Centre management and operations
• Failover Data Centre management
• Monitoring and Reporting
• Attend service performance reviews when required
Page 16 9/12/2009
Windows Directory Support
General Description Technical custodian
General Description
Active Directory is used as the repository for the student and alumni profile attributes.
Inclusions and Exclusions
Inclusions
• Automated email account provisioning and management • Patch testing and assessment • Maintenance • Operational support tuning • Attend service performance reviews when required • 3rd level technical vendor management
Exclusions
• Service Enhancements • Software version updates • Functional upgrades • Problem management process activities
Active directory team
Page 17 9/12/2009
IDM Systems Support
General Description Technical custodian
General Description
The IDM solution interfaces/passes UNSW PeopleSoft HR data to UNSW’s Active Directory solution to facilitate e-mail account creation.
Inclusions and Exclusions
Inclusions
• Patch testing and assessment • Maintenance • Operational support tuning • Attend service performance reviews when required
Exclusions
• Service Enhancements • Software version updates • Functional upgrades • Problem management process activities
Systems Support
Page 18 9/12/2009
Internet General Description Technical
custodian
General Description
The Microsoft Identity Lifecycle Manager (MILM) extracts the changed data from the Active Directory server and pushes it into the Exchange Labs environment via the Exchange Labs Management Agent.
Inclusions and Exclusions
Inclusions
• Update exchange labs • Patch testing and assessment • Maintenance • Operational support tuning • Attend service performance reviews when required
Exclusions
• Service Enhancements • Software version updates • Functional upgrades • Problem management process activities
Internet team
Page 19 9/12/2009
Microsoft Exchange Labs Support
General Description
General Description
The Microsoft Exchange Labs service is a secure Microsoft based solution that provides email, calendaring and collaboration facilities. Microsoft will host the mail server for UNSW casual staff, students and Alumni. UNSW will maintain the UNSW SMTP gateway; this provides the capacity to better control the UNSW mail domain for students and alumni.
Service Components
• Microsoft Exchange Labs environment
o Mail hosting (Mail storage quota (10GB))
o Local Calendar – not shared
o To Do List
o Local Contacts List
• Spam filtering
• Antivirus (mail server based)
Exclusions Global Address Lists,
• Groups
• Scheduling
• Mobile phone e-mail support
Access this Support
Direct Microsoft support is provided via email to the [email protected]
Service Levels
Service Support Times
• Microsoft to respond to high priority service calls within 4 hrs during published support hrs.
• Maintain technical contact with UNSW technical custodian
• 24 x 7 access to Live@edu support centre @ no charge
• Microsoft to make available training for UNSW support staff
Backup and Recovery
Microsoft will back up the mail server environment. There is no capacity to reload individual end user emails.
Page 20 9/12/2009
Page 21 9/12/2009
zMail service RACI matrix
Below is the RACI Matrix for critical elements of this service and the teams that deliver this service.
RACI stands for:
• Accountable: Is defined as the person in this process who has accountability for ensuring the overall process is available, understood and performed correctly.
• Responsible: Is defined as the person(s) who are expected to perform the prescribed activity, resolve and/or escalate the related issues. Multiple levels within the matrix can do this.
• Consulted: Is defined as the person(s) who are consulted before decisions are made or implementations carried out.
• Informed: Is defined as the person(s) who need to be informed about the prescribed activity
High level task Service group Description
Custom
er services
Service Centre
IT procurement
Operations
Centre
IDM
Active
Directory
Internet
Supplier
Messaging
Owns the service A R, C R, C R, C R, C R, C R,C R, C R, C Is the primary contact/custodian for the end to end service and its performance.
Contract management
C C A, R C C C C R, C C Management of contract and SLA.
Manage the process of Requests, Incidents and Changes (IMAC*) through to resolution.
A, R R, C R, C R, C R, C R, C R, C R, C R,C Facilitate a solution that provides zMail availability. This includes the provision of process such as change management to protect service integrity.
Technical custodian of zMail service
C C C C C C C C A, R Technically Accountable for the management of the overall service
Provides service reporting
A, R C, I C, I C, I C, I C, I C, I C, I C, I Monthly availability reporting based on figures collected from CASD and provided to Service stakeholders.
* IMAC – Install, Move, Add and Change
Page 22 9/12/2009
Page 23 9/12/2009
zMail reporting and charging
Reporting
Reports Included Performance reporting to be developed and implemented by the Service Management Office (SMO).
Report Frequency Monthly
Audience • IT at UNSW Directors and Team leads
• Student Services
• Alumni Office
• Nominated resolver groups
Charging
Charging Model Free service to students
Frequency NA
Service Pricing None
Page 24 9/12/2009
Priority Code
Description Response Time
The time between logging the incident and UNSW working on a
solution.
Resolution Time
The time in which a solution to a UNSW incident must be
implemented
1 Priority 1 - A major production outage, performance degradation, or instability causing significant impact to the University community.
The call is logged and escalated immediately to the Incident manger
Within 2 standard support hours from initial logging of the incident unless the incident is escalated to Microsoft to resolve.
2 Priority 2 - A large number of customers/end-users impacted. Entire office, department or school is experiencing similar problems. Small number of customers can not utilise mission critical applications
The call is logged and escalated immediately to the appropriate resolver group manager and Incident manger
Within 8 standard support hours from initial logging of the incident unless the incident is escalated to Microsoft to resolve.
3 Priority 3 - User/customer work group unable to use non-mission critical application(s). Customer can work with minimal impact to their productivity.
Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround.
Within 16 standard support hours from initial logging of the incident unless the incident is escalated to Microsoft to resolve.
Support Service Levels
4 Priority 4 - Individual request or problem that does not impact business.
Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround.
Within 40 standard support hours from initial logging of the incident unless the incident is escalated to Microsoft to resolve.
Page 25 9/12/2009
zMail Service Support targets
The following table reflects IT at UNSW response and resolution targets for the zMail service. The following targets are specific to IT at UNSW infrastructure related incidents only.
