ITMS core services
Index
Definition
As an integral part of the development of a Quality Management Framework throughout Charles Darwin University, ITMS has identified a set of core services. These services reflect the current needs of our customers and will be revised over time in response to changing requirements. Core services are those which are expected to be provided within the allocated university budget.
ITMS is committed to continuous improvement of service and responsiveness towards customers, recognising in particular that most staff and students have adopted information technology as part of their regular work practice and hence have a need for a comprehensive, reliable and up-to-date service.
Exclusions
Some areas located within the university environment provide ancillary services and are excluded from this set of core services unless a separate 'Special Service Agreement' is in place. Where such an agreement is in place, these areas will be provided with the same level of service as detailed in this document. Areas excluded are:
- North Australian Research Unit (NARU)
- Non-Charles Darwin University funded academic units
- On-campus commercial ventures
- Non-centrally funded labs
NB: The Faculty of Education, Health and Science currently provides its own server and lab support.
Current set of services
1. Teaching and Learning Facilities
1.1. On-campus
1.1.1. Provide accessible, industry standard computing laboratory facilities to the university's students for teaching and learning purposes.
1.1.2. Ensure students and staff using open-access computing laboratories have sufficient information to allow them to access the primary services provided and in return understand obligations for the use of this facility.
1.2. Off-campus
1.2.1. Ensure the university community is able to access the relevant teaching and learning applications provided by the university using remote means and on a continuous basis.
2. IT Information
2.1. Provide relevant, timely and accurate IT advice to customers when requested.
2.2. Publish and provide meaningful publications and seminars to the university community about IT services and facilities.
3. Training
3.1. ITMS provides accessible, relevant training in the use of Lotus Notes and general IT facilities within the university.
3.2. The Financial Services and Library Services divisions carry out training in the use of the finance and library systems respectively.
3.3. Training in general use of desktop computers and office software is provided as an online service and is administered by the Staff Services.
4. Planning
4.1. Provide a comprehensive IT planning service when requested by individual university bodies.
4.2. Review IT plans on a regular basis.
4.3. Keep the university community informed of future plans.
4.4. Maintain a watching brief on emergent technologies and assess their strategic value to the university.
5. Computing Supplies and Support
5.1. Provide a central Support Desk to minimise work disruption by responding efficiently and effectively to staff and student need for technical support when they experience equipment failure. Details of the Support Desk operation are contained in the document 'Support Desk Procedures'.
5.2. Give relevant, timely and accurate product advice to customers when requested.
5.3. Assist the university community with the purchase of computer hardware, software and accessories.
5.4. Provide post-sales advice and assistance to customers.
5.5. Assist clients to facilitate when necessary, hardware repairs and upgrades including warranty repairs.
5.6. Perform required system configuration in a cost-effective, timely and reliable manner.
6. Data Network Access
6.1. Provide staff and students with access to the university's network infrastructure.
6.2. Connect staff workstations and printers to the university's network and maintain a high level of reliability.
6.3. Provide staff and students with access to the standard services provided by ITMS on behalf of the university.
7. Telephone Supply and Installation
7.1. Provide reliable voice network services to all required areas of the university, including all staff and additional points as required.
7.2. Maintain all voice network services in a cost-effective, timely and reliable manner.
7.3. Monitor telephone traffic and provide itemised billing to cost centres.
8. Data Storage Management
8.1. Provide staff and students with sufficient and secure file storage space on the university network.
8.2. Provide a secure data/file backup service for all corporate data.
8.3. Ensure all data stored and transmitted within the university's network is secure and unable to be accessed by unauthorised persons.
8.4. Ensure all data stored and transmitted within the university's network retains its integrity.
8.5. Develop and maintain Business Continuity and Disaster Recovery plans for university data.
9. Project Management
9.1. Manage the work undertaken within the university when introducing or upgrading corporate applications.
10. Business Analysis
10.1. Assist the university in systematically and clearly defining its business information needs and related constraints.
10.2. Translate business information requirements and constraints into an appropriate technical solution.
10.3. Build and/or implement software in accordance with technical specifications agreed to by the university.
10.4. Customise commercial software in accordance with business information needs and constraints, and technical requirements.
10.5. Ensure delivered software solutions perform to the standards agreed to by the university.
11. Access Management
11.1. Install and maintain a WWW server capable of efficiently carrying the required applications and traffic volumes.
11.2. Provide electronic mail services to the entire university community on a continuous basis.
11.3. Manage access to all corporate applications in the most effective, efficient and equitable manner.
12. IT Service Problem Resolution
12.1. Provide an accessible and responsive IT Support Desk to the university community for the resolution of problems associated with the delivery of IT services
12.2. Ensure the customer is aware in a general sense of the nature of a reported fault, to take appropriate remedial action, and to advise the customer regarding any suitable preventative measures.
13. Information Systems Maintenance
13.1. Implement changes to data extraction and reporting to comply with statutory requirements.
13.2. Maintain synchronism between information systems and the university's business processes.
13.3. Regularly audit security of user access to corporate information systems.
