Technology Toolset Service Description

1. Description

Provision of basic technology services to ebc Cluster ministries staff. Basic provisioning includes all necessary hardware, commercial "off-the-shelf" software, connectivity, and support services needed to support desktop computing.

a standard leased desktop or laptop computer every two years
standard desktop software
delivery and installation to business address
personal, secure drive on Local Area Network (LAN) with weekly (nightly ??) backup
e-mail account
internet and GONET intranet access
hardware and software support during business hours (7 AM to 7 PM)
anti-virus protection and update

2. Objectives

A primary objective of most organizations is to lower the "per seat" cost (i.e., a provisioned employee) to provide these basic services. The current per seat cost estimate is [xxxxx].

[What other objectives can be cited in terms of enhancements to the above services. Some possible examples might be:

upgrading of the leased PC to a more costly but more powerful machine
quicker upgrading of standard software on the machine thereby bringing benefits to clients earlier
bandwidth enhancements to improve inter/intranet access
inclusion of additional services such as remote access into this standard suite ]

3. Service Commitments

Workstation Provisioning

Upon receipt of an authorized Purchase Order, ebc will acknowledge that it is arranging the provisioning within 1 day and arrange for a standard desktop or laptop to be delivered complete with a standard image of all ebc standard software within 14 days 98% of the time.

For premium service the above delivery will be guaranteed within 5 days, 95% of the time,

Additional, approved software (not part of standard offering) will be installed in 5 days, 95% of the time while non-approved software will be installed in 7 days, 95% of the time.

Access to Electronic Resources - including intra/internet Access

upon receipt of an authorized (signed by proper authority) network access requests will be acknowledged within 1 day and completed within 5 days in 95% of all requests,

Electronic Mail

a request for an e-mail account will be acknowledged within 1 day of submitting a request through the Service Desk and an Outlook mail account will be established and included in the Government's Global Address List (GAL) within 2 days for 98% of all requests,

Client Technology Assistance

requests for assistance with software or hardware will be acknowledged within 20 seconds of making a call to the ebc Service Desk, 85% of all requests will be resolved or referred to technical resources for resolution within 15 minutes

How are we doing ?
Check performance for this service

4. Client Obligations

complete Purchase Order including appropriate authorizations to secure leased machinery
complete Network Access Request Form (NARF) to obtain user logon ID and password
adhere to Government policy with regard to use of government assets
ensure integrity of installed software of the machine by compliance with Cluster software standards
report incidents promptly using ebc service desk
training

5. Client Costs

client receives annual charge for leased PC
client pays for an customization to standard PC
client pays for site visits (including installation) to non-government premises

6. Service Manager

Responsible for Service Management, delivery and accuracy of this Catalogue item:
Ryan Rossman, Manager, Client Services

7. Dependencies

PC leasing is administered by Tenet Computer who are responsible for installation within established timeframes
Support is determined by the quality of the Incident Management process
E-mail servers are maintained by iSERV
network services (including web connectivity) is provided by EDS

8. Activities

Service request fulfillment
Incident management
network provider contract administration
ID and client logon creation and maintenance

9. Service Partner Obligations

agreement to SLA metrics and participation in fulfillment of performance contracts
Performance management statistics reporting for FPOC Service Management.