Service Name
|
IT Business Services - Human Resources
|
| Description |
This service provides for accurate and reliable processing of Human Resources transactions.
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Service Line
|
Administrative Systems
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| Features |
- Create ad-hoc reports as requested.
- 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.
- Develop programs to enhance the Human Resources functionality as prioritized by the Administrative Systems Advisory Committee.
|
| Service Administrator (owner) |
Jim Keller
|
| VP Customer |
Assistant Vice President for Human Resources |
| Availability |
The Human Resources systems 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 to Help Desk at 864-294-3277 or help.desk@furman.edu
|
| Initiated |
Approved work requests
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| Charges |
None
|
Delivery channels
|
- 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 |
- Complete 95% of ad-hoc reports within 1 day from when work request was submitted
- Resolve 90% within 5 hours from when notified of problem or escalated to vendor within that time
- Install 95% of updates no later than one month of update release
- Complete 95% of set-up and implementation of new features within three months from time user and owner agree feature desired
- Complete 90% of development of programs to enhance the Accounts Payable functionality as prioritized by the Administrative Systems Advisory Committee within 3 months from when an agreement is reached between the requestor and owner as to the scope of the project
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