Domain Management Service Description

Password Creation and Management

What it is

Objectives

Promised Performance

Version 2.0

1. Description

Provide user account management and administration required to ensure secure and effective access to Corporate and EBC Ministries' business and office productivity applications through the distributed computing environment. Including FILE, PRINT and e-MAIL services for all EBC clients.

This includes:

User ID creations and deletions,
Group administration for support, folder access and permissions,
Log on script management,
Log on password resets,
Other application User ID creations/requests

User account management for some Business Applications are administered by business or program area Application Support Staff.

2. Objectives

To manage the computing domains and provide effective and secure access to Corporate and EBC ministries' applications, office productivity software and government e-mail by:

Implementing industry, government and EBC standards and best practices for security and domain management
Taking a total cost of ownership approach to managing per seat costs
Introduction of Windows 2000 server to reduce risks associated with NT4 obsolesence and performance encumbrances caused by PDC/BDC synchronization (eg., delays in password resets).
Web enabling Network Access Request Forms (NARFs) to make it easier for business units to action account/group set-ups, changes and deletions

3. Service Commitments

User ID set-up, changes and deletions within 5 days, 95% of the time
Emergency and special request User Id set-up changes and deletion within 1 day 95% of the time
EDT Requests for access to 3rd party services completed within 2 Business days 95% of the time
Password resets within 2 hours, 95% of the time as measured from the time a ticket has been logged at the Service Desk to the time the log is closed (ie. the user is notified that the request has been completed)
Advance notification to users of expected disruption to above service levels

How are we doing ?

4. Client Obligations

Use NARF form to provide proper authorization and accurately complete information for all account and group set-ups, changes and deletions
Advise the Service Desk when staff leave and User Ids and accounts should be removed
E-mail properly completed NARF to the EBC Service Desk
Contact Service Desk for password resets or locked accounts

5. Client Costs

Costs are paid through an annual appropriation to the ebcIT Division through the Ministry of Labour as negotiated during the annual government-wide fiscal budgeting process.

6. Dependencies

Network Access Request Form (NARF) must be properly completed, authorized and submitted by business users
Service Desk logging of Domain Administration requests
E-mail system must be operational for communications of messages
Confirm account and group set-ups, changes and deletions have been completed to Service Desk, Incident Coordinator or domain management group

7. Activities

Validation and processing of requests
Communication to users when requests have been actioned
Troubleshoot and resolve incidents where valid users are having access problems

8. More Information

Responsible for Service Management, delivery and accuracy of this Catalogue item: Robert Martin, Manager, Operations