Service Name
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IT Business Support Services - Peripheral Systems
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| Description |
IT Business Services - Peripheral Systems
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Service Line
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Administrative Systems
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| Features |
- Create and support interfaces between
- Colleague to WinBadge
- Winbadge to Colleague
- Colleague to Cbord
- Colleague to Millennium
- Winbadge to Millennium
- Assist vendor in trouble shooting hardware and software issues
- Work with the vendor to update systems
|
| Service Administrator (owner) |
Soren King
|
| VP Customer |
Assistant Vice President for Business Affairs |
| Availability |
The peripheral systems are 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 the ITS Help Desk 864-294-3277 or email help.desk@furman.edu
|
| Initiated |
Approved work requests
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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, MS SQL Server, Sybase, and user interface.
- Person reporting problem provides sufficient data to research the problem.
|
| Key Service Targets |
- Complete 95% of ad-hoc reports within 1 day from when work request was submitted
- Resolve 90% of trouble calls within 5 hours from when notified of problem or escalated to vendor within that time
- Complete 95% of update installations 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 agaree feature desired
- Complete 90% of program development 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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