Workstation Re-Configuration

Workstation Re-configuration

What it is

Objectives

Promised Performance

Version 2.01

1. Description

Modifying workstation configuration by adding and/or removing parts, changing base configuration parameters or re-imaging machine to base "standard image".

2. Objectives

cost containment of service as its' usage will increase the "per seat" cost of a workstation
encourage business units to anticipate workstation configuration needs at time of original lease
encourage use of a small number of "standard workstations" as this lowers TCO

3. Service Commitments

requests for re-configuration or re-imagining will be acknowledged by phone or e-mail within 2 days and arrangements will be made for the onsite visit. During this period the ebc Service agent will determine the availability of any components in order to provide an estimate of the time required for implementation.
requests for the addition of a new component to an existing Cluster-leased workstation will be completed within 7 business days when the part is in-stock and within 15 business days if the part needs to be ordered. The Service agent will notify and continue to keep the Client informed of any delays in receiving parts.
Workstations which require re-imaging but remain operative are considered non urgent and will be re-imaged within 5 business days from the time the request was logged in ebc Remedy Service Desk.
ebcIT will meet these service commitments 95% of the time over a one month period.

How are we doing ?

4. Client Obligations

Service requests are made through the ebc Service Desk
Clients must make workstations for re-configuration either by negotiating their drop-off to and ebc Service agent or making time and space available at their location to work on the machine.
prepare and obtain authorization for purchase of any additional components using Cluster Purchase Orders and adhering to Government purchasing policies
at lease termination ensure that any purchased components are removed from workstations prior to their return to lessor

5. Client Costs

business units pay for cost of specially purchased components which are added to leased workstations
administrative re-configuration costs are included within an average "per seat" (per workstation) formula which is charged annually by ebcIT to Cluster lines of business
ebc Cluster administrative costs are absorbed within an annual appropriation to the Minister of Labour on behalf of all ebc Cluster ministries

6. Dependencies

standard machines are leased from Cluster leasing agent who provides service agents for onsite re-configuration. Resources are subject to the availability of quality service agents by the retained vendor.
analysis and testing of requested changes to base images should occur prior to certification for use
the ability to meet performance targets is subject to the ability of the business unit to provide authorization in the form of a Purchase Order
best practices would require any deviation from "standard workstation" to be subject to both Configuration and Change Management as a modification from "standard" represents the introduction of unknown and untrusted deviations from the 'known state'.
workstation re-configuration and re-imaging involve low risk modification of the production environment. The procedures to do standard modifications should be documented and approved by ebc CAB and pre-authorized changes to the environment. Once approved, the Service Desk is authorized to approve these changes as long as the documented procedures are adhered to.

7. Activities

service request actioning within ebcIT Remedy Service Desk
travel to onsite locations
re-configuring and re-imaging workstations
maintaining inventory of base images pertaining to machines as originally configured and modification of base images in accordance with driver releases. Maintaining an awareness of driver patches, bug/fixes and upgrades
test and certify standard workstation to ensure infrastructure integrity and to reduce the frequency of problems resulting from incompatible software and hardware.

8. More Information

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