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Service Definition
UNSW TV
V1.2
Signoff
Name Role Signature Date
Mark Fortini Director of IT Infrastructure
Judy Brookman Director of Communications
Approved Email
(28/07/11)
Prof Stephen Marshall Director of Learning & Teaching @ UNSW
Approved Email (27/07/11)
Jeanette Patamia Director of IT Customer Services
Greg Fallon Student and Academic Services Portfolio
Manager
Approved 26/07/11
John Pejkovic University Services and Foundation Portfolio
Manager
Approved 26/07/11
Document Change History
Version Date Last Revised Author Change Description
0.1 10 Jun 10 Greg Fallon Initial draft
0.2 19 Nov 10 Greg Fallon Additional edits
0.3 21 Feb 11 Greg Fallon Updated description and matrix diagram
0.4 23 Feb 11 Greg Fallon Updated M&C description and RACI
1.0 06 May 11 Greg Fallon Added L&T technical accountability to RACI
1.1 26 Jul 11 Greg Fallon Added authentication code management to RACI
1.2 8 Nov 11 Houssein Hallani Updated monitoring page
1.2 10 Nov 11 Ellie Trajkovska Dunlop Updated monitoring & reporting info
Distribution and Acceptance
Version Recipient Date issued Approval
1.0 Richard Smith 16/05/11 Waiting
1.1 Daniel dos Santos 16/05/11 Approved (email 26/07/11)
1.0 Mary O’Malley 16/05/11 Approved (email 06/05/11)
1.1 Houssein Hallani 16/05/11 Approved (email 26/07/11)
1.1 Patrick Stoddart 16/05/11 Approved (SM email 27/07/11)
Table of contents
Purpose of this Document ..................................................................................... 4
Service Definition Structure .................................................................................. 5
UNSW TV Service Description .............................................................................. 6
UNSW TV support services ................................................................................... 8
UNSW TV Context Diagram ................................................................................ 10
UNSW TV service RACI matrix ........................................................................... 15
UNSW TV Service Targets ................................................................................... 16
UNSW TV Service Level Targets for Hosting(Tier-3) .......................................... 17
UNSW TV reporting and charging ...................................................................... 18
Purpose of this Document
This document defines the scope, Service Components and Support Services required to deliver this service.
Service Definition Structure
The Structure is designed to enable the clear and accurate definition of services.
The structure:
• Enables the definition of both simple and complex services
• Creates clarity by clearly defining what organisational/functional units are involved in delivering and maintaining this service
• Enables clear communication of service targets associated with different service elements
Service Support
• Consists of a defined list of activities, resources and/or processes that are offered by the IT organisation to support the Services customers’ use.
Periodic of review
Once this Service Definition is approved by IT at UNSW it will form the initial baseline for future service renewal.
Validation of the targets listed in this definition will be reviewed by the Service Management Office after 6 months from acceptance of the initial definition.
Monthly performance reports will be provided; however a realistic operational time frame is required to gather quantitative data before a review is recommended.
All service reviews will be conducted on an annual basis once the 6-month review is complete. The Service Management Office is accountable for initiating this review and managing service improvement opportunities through to a successful conclusion.
UNSW TV Service Description
Service Item Details
This section provides information on what the service is known as and who within IT at UNSW owns the service.
Service Name UNSW TV
Class (User Base) Divisional (widely used for L&T and Media & Comms purposes)
Business Owner Joint: Prof Stephen Marshall - Director, Learning & Teaching and Judy Brookman - Director of Communications
Current Version Beta
Service Group Production Services
Portfolio Student and Academic Services (Greg Fallon)
Service Description UNSWTV is a digital media management and delivery system for the University of New South Wales. The service facilitates copyright compliance and provides (but is not limited to) the ability to secure digital content to known members of cohorts within the University community. It allows staff and students to easily upload, publish and manage content, including videos, audio and PDFs. UNSWTV allows users to direct content to a variety of publishing outlets, including UNSWTV's own media portal, UNSW channels on You Tube and UNSW's iTunes U sites. UNSWTV is designed (as a dependency) to supply content and to integrate with other TELT and enterprise wide systems at UNSW.
Technical Architecture
\\team-nt\Integrated Infrastructure\Consolidation\S7 Migration\5 Operational documents\Division of the Deputy VC (Academic)\L&T\UNSW TV\Architecture\UNSW TV Technical Architecture 2.0.docx
Technical Design \\team-nt\Integrated Infrastructure\Consolidation\S7 Migration\5 Operational documents\Division of the Deputy VC (Academic)\L&T\UNSW TV\Design\UNSW TV Technical Design - PRODUCTION - 2.4.docx
Service Components
Description
This section provides information on the key components that make up the service offering.
UNSW TV Software UNSW TV can be accessed using Student/Staff ID and UniPass at the following web address:
http://telt.unsw.edu.au
The direct URL is:
http://tv.unsw.edu.au
Support details Description
Contact All calls for support and service are raised by logging a ticket with IT Service Centre on
9385 1333.
UNSW TV support services
Whilst IT at UNSW provides this service the following pages reflect what other organisational/functional units are involved in delivering and maintaining this service. Supplier management is included if the service relies on a third party.
Level 1 Support: This team is usually the first point of contact for customers to raise IT related issues. This team logs the call that comes in via multiple channels (Phone, Mail, Email, In person, Fax etc.). First level support team tries to perform a quick assessment of the incident or request and attempt to fix the incident or fulfill the request by following simple troubleshooting scripts and ‘cheat sheets’.
Example: Resetting password, Creating accounts.
Level 2 Support: These are dedicated IT support teams responsible for handling non-standard and non-repetitive calls. These teams have a higher skill set and possess greater level of system permissions and technical knowledge in incident solving and request fulfilling than first level support. These teams can also create change tickets to update the underlying infrastructure. First level support escalates calls to second level that they are unable to respond to. Second level support escalates calls to 3rd level support after troubleshooting.
Example: Application Support team, Windows Server Support team
Level 3 Support: These teams are comprised of "experts /specialists" for the specific system that exists within the IT infrastructure / Enterprise. Third level support team assists in resolving and fulfilling more complex incidents and requests which are unable to be resolved by the second level support as well as performing problem and change management.
These teams normally comprise individuals from development, engineering, product management.
Level 4 Support: This support level is normally provided by the “Vendor” of the product. Third level support teams are responsible for the management of the Level 4 support governed by underpinning contract.
Example: Commvault, Microsoft, Dell, HP
Page 11 24/04/2012
Service Centre – IT Customer Services
General Description All Incidents and Requests for Service are channelled through the Service Centre. The Service Centre will provide 1st level support and escalate to 2nd level support where necessary.
Detailed Inclusions and Exclusions
Inclusions
• Provide 1st level support for UNSW TV related Incidents and Service Requests • Maintain 1st level UNSW TV documentation and Service Centre scripts • Escalate to 2nd level support when required • Ensure service related information in the CASD tool is accurate
Contacting this Support Service
The IT Service Centre can be contacted on 9385 1333.
The IT Service Centre support hours are 8:00am to 8:00pm Monday to Friday excluding public holidays.
Saturday & Sunday 11:00am to 2:00pm
More information can be found at:
https://www.it.unsw.edu.au/staff/support/index.html
Service Management Office – IT Customer Services
General Description The SMO provides general service management overview.
Detailed Inclusions and Exclusions
Inclusions
• Incident and problem management • Provide reports on service requests and incidents • Provide reports against SLA targets • Maintain Service Definition document • Change management • Knowledge management
Page 12 24/04/2012
Production Services – IT Infrastructure
General Description Provides operational support for the UNSW TV application and supporting environments (i.e. Production, Development and Test/UAT).
Inclusions and Exclusions
Inclusions
• Maintenance of UNSW TV infrastructure • UNSW TV installation, configuration and patching • Database administration and support • Operating System installation, configuration and patching (Linux) • Operational support, monitoring and tuning • Troubleshooting of service • Service restoration • Configuration of host-based firewalls • Migration of software and data • Provide resource utilisation reports and capacity planning information • Maintain 2nd level UNSW TV technical knowledge base • Raise Change Management requests • Escalation to 3rd and level support
L&T@UNSW – DVC-A
General Description L&T@UNSW are one of the joint business owners of UNSW TV and provide pedagogical (business usage) support to the UNSW community for this service.
Inclusion and exclusions Inclusions
• Application administration • End user support • Media support • Troubleshooting of service • Practical applications of technology, exemplars, database of good practice • Training and development • Policy and procedural enquiry support • Maintain 2nd level CASD knowledge base • UAT • Escalation to 4th and level support • Review and approve Changes Orders (CO) using IT Change Management
process for Dev (UNSW) and Production environments • 2nd level support for user authorisation code and LDAP interface
Media & Communications Office – Office of the Executive Director, University Services
General Description The Media and Communications Office are one of the joint business owners of the UNSW TV service. They provide support to the UNSW community for this service.
Inclusion and exclusions Inclusions
• End user support for non-pedagogical usage
Page 13 24/04/2012
Daemon – External Developer
General Description Daemon is the developer and maintainer of UNSW TV.
Inclusion and exclusions Inclusions
• Maintenance and development of UNSW TV codebase • Maintenance of the UNSW TV Dev (Daemon) environment • Troubleshooting of service • 4th level support
Page 14 24/04/2012
Storage & VMware – Delivery Services – IT Infrastructure
General Description Provides administrative support for underlying service infrastructure and availability and disaster recovery support.
Inclusions and Exclusions
Inclusions
• Environment (hardware or virtual) provisioning and support • Operating System installation, configuration and patching (Windows) • Backup of data and system • Restore of data and system • Backup media management (i.e. recall offsite storage) • 3rd level support of hosted environment
Operations Centre and Facilities Management – Delivery Services – IT Infrastructure
General Description Provides operational management of the physical infrastructure and IT at UNSW data centre facility, which supports the delivery of the UNSW TV Service.
Inclusions and Exclusions
Inclusions
• Data Centre management and operations • Monitoring and Reporting
Page 15 24/04/2012
UNSW TV 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
SMO
Service Centre
Production Services
Storage & V
Mw
are
Learning and Teaching
Media &
C
omm
unications
Functional ownership and Subject Matter Expertise
I C C C A, R A, R Take ownership (business perspective) of the application and provide functional support and subject matter expertise on UNSW TV software.
Technical custodian of the UNSW TV service.
C C A, R A, R C C Technically Accountable for the management of the overall service
Manage the processes of Requests, Incidents and Changes (IMAC*) through to resolution.
A, R R R R R C Manage ITSM processes that promote UNSW TV availability. This includes the provision of process such as change management to protect service integrity.
Provide production support of the UNSW TV service
I C A, R R I I Maintains the UNSW TV service availability.
Provides service reporting A, R R I I C, I C, I Monthly availability reporting based on figures collected from CASD and provided to Service stakeholders.
Authentication and LDAP code management
I I I I A, R I UNSW TV user authentication code developed and maintained by L&T@UNSW
* IMAC – Install, Move, Add and Change
Page 16 24/04/2012
UNSW TV Service Targets
The service targets described in the following table relate to the UNSW TV service and are managed through the standard priority targets integrated within the CASD ticket management tool.
General Description
Incident Management
All Incidents and Service Requests are channelled through the IT Service Centre. Where Incidents are logged the IT Service Centre will provide 1st level support and escalate the call to the most appropriate 2nd level resolver group.
The following priority codes are used when a call is logged with the IT Service Centre.
Support Service Levels
Priority Code
Description Response Time
The time taken for an IT at UNSW resolver to respond to
the ticket.
Resolution Time
The time in which a solution to an Incident
must be implemented or a Service Request fulfilled.
1 A major production outage, performance degradation, or instability causing significant impact to the University community.
The call is logged and escalated immediately to the appropriate IT at UNSW resolver group and Incident manager.
Within 4 standard support hours from initial logging of the incident or request.
2 A large number of customers/end-users impacted. Entire office, department or school is experiencing similar problems. Small number of customers cannot utilise mission critical applications.
The call is logged and escalated immediately to the most suitable IT at UNSW resolver group.
Within 8 standard support hours from the initial logging of the Incident or Service Request.
3 User/customer work group unable to use non-mission critical application(s). Customer can work with minimal impact to their productivity.
IT Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround.
Within 16 standard support hours from the initial logging of the Incident or Service Request.
4 Individual Service Request or Incident that does not impact business.
IT Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround.
Within 40 standard support hours from the initial logging of the Incident or Service Request.
Page 17 24/04/2012
UNSW TV Service Level Targets for Hosting(Tier-3)
UNSW TV is a tier-‐3 hosted system with the following support characteristics:
Hosting SLTs for Tier 3
Availability 98.5% availability over a calendar month excluding any planned and pre-arranged outages
Support Monday - Friday, 9am – 5pm AEST. Incident Response: • As per Service Desk response times
Incident Resolution: • As per Service Desk resolution times
On Call: • No on call support outside Monday - Friday, 9am – 5pm AEST
Page 18 24/04/2012
UNSW TV monitoring, reporting and charging
Monitoring
Nagios Monitoring Disk utilisation 90% warning, 95% critical
CPU Load average
1 min – 8 warning, 10 critical
5 min – 7 warning, 8 critical
15 min – 6 warning, 7 critical
Number of messages in mail queue.
20 – warning
50 – critical
Memory:
RAM – 95% warning, 98% critical
Swap – 85% warning, 90% critical
NFS home area can be mounted
Syslog messages logged with critical, alert or emergency priorities
Zombie processes
5 – warning
10 – critical
Iptables firewall rules are loaded
Time synchronisation is not lost
Snmp daemon is running
Ssh daemon is running
Syslog client is running
Zlm agent and vas daemons are running
VMware guest daemon is running (for VM clients only)
Host is pinged every 5 minutes
Alert Recipients Linux Team
SCOM Monitoring Http check is performed every 2 minutes.
Alert Recipients n/a
Reporting
Nagios Reports Included Uptime Report
Report Frequency Quarterly
Page 19 24/04/2012
Reporting
Reports Generated For
Stephen Marshall, Patrick Stoddart, Mary O’Malley, Greg Fallon, Jeanette Patamia, Mark Fortini
SCOM Reports Included Customer End Service Availability reflected in IT KPI Report
Report Frequency Monthly
Reports Generated For
IT @ UNSW Management
Charging
Charging Model IT at UNSW hosted and maintained
Frequency N/A
Service Pricing N/A