Service Level Descriptions: Introduction
These documents describe the core services and facilities provided by ITS for the College, funded by the current overheads model. Charges for additional services are described in a separate section below.
1. Service Aims
- A brief summary of the purpose of the service.
2. Operational Framework
- Practical information such as service location and times of operation.
3. Service Elements
3.1 Element heading
- Each element of the service is described under a separate heading.
4. Exclusions
- These demarcate the scope of the service to help both College members and ITS avoid confusion resulting from differing levels of expectation.
5. Service Targets
- Reasonable agreed performance targets within the current resource allocation regime. These will often be quantitative, but may be qualitative.
6. Charges
- An indication of which services attract an additional charge. For some services charges will be detailed.
7. Contacts
- The first point of contact for help should always be the Help Desk in the Rutherford Building. Requests will be entered into a database so that they can be tracked through to resolution and escalated where appropriate.
- The contact details of the person responsible for the service are also listed for more general discussion rather than solving queries more appropriately directed to the Help Desk.
List of DRAFT Service Level Descriptions
Please have a look through these PDF documents and send feedback to the Director of IT Services. Thank you.