Service Name
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IT Business Support Services - Room and Event Planning
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| Description |
This service offers support and trouble-shooting for all aspects of the Room and Event Planning function of Colleague.
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Service Line
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Shared/Department Software Support
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| Features |
- Research trouble call as needed until resolved; Contact the vendor as needed
- Install updates as provided by the vendor
- Assist in the set-up and implementation of new features
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| Service Administrator (owner) |
Soren King
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| VP Customer |
Provost |
| Availability |
The Room and Event Planning system is available 24 X 7 X 365 except during planned maintenance and upgrades. |
| Support |
- Support is provided 8:30 am - 5:00 pm M-F except for campus holidays and shutdowns
- Trouble calls and programming requests should be made to the IT Service Center at 864-294-3277 or email help.desk@furman.edu
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| Initiated |
- Approved work requests
- Trouble calls from functional administrator
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| Charges |
None
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Delivery channels
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- Completed work requests
- Consulting support
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| Prerequisites |
- Functioning infrastructure, network, servers, Unidata, and user interface
- Person reporting problem provides sufficient data to research the problem
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Key Service Targets
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- Resolve 90% of trouble calls within 90% of trouble calls within 5 hours from when notified of problem or escalated to vendor within that time
- Complete 95% update installation no later than one month of update release
- Complete 95% of set up and installation of new features at most three months from time user and owner agree feature desired
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