IT Service Category & SLA
Purpose of service catalogue & SLA
ITS provides a wide range of IT services to support teaching, learning, research and administration. When several requests happen together, it may bring a disorder in service process. An SLA defines an amount of time for a task to be completed, like resolving an incident or fulfilling a service catalogue order. This could reduce the effort and time needed to administer agreements and provide better and more timelier information，lead to fewer service problems and faster resolutions when problems occur. Finally result in a stronger long-term relationship between ITS and recipients.
Service Catalogue
| Core Services | Description |
| Account Management | Provides support for INTL ID, ZJU Passport, etc. including password and profile management. |
| Network Service |
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| Applications | Provides support for Application operation: inlcuding Blackboard, PeopleSoft and other academic applications such as Office365, Matlab, etc. |
| Desktop Hardware and Software |
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| Servers & IP Services | Povides application for campus server and domain name. |
| Multimedia Service |
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| Print Services | Provides support for self-service printers, including consumables, troubleshooting and printing quota. |
| Security | Maintaining IT Security and virus protection and providing advice and guidance. |
Service Level Agreement
Four Levels of Impact
-1-Extensive / Widespread: All students and staffs in the campus was impacted.
-2-Significant / Large: A group of people in the campus was impacted, like students in Learning and Teaching Building North A.
-3-Moderate / Limited: A single user was stopped from working.
-4-Minor / Localized: Users report an IT issue but did not impact his or her normal working.
Four Levels of Urgency
-1-Critical: Prevent users from working, or causes significant safety or security impacts.
-2-High: Impending risk to: teaching, learning & research activities
-3-Medium: Failures of other equipment and no discernible impact to: delivery of teaching, learning and research activities.
-4-Low: Non-urgent requests or requests that have a specific date/ time
| Priority | Impact | Urgency | Response Time Target（Hour） | Resolution Time Target（Hour） | Service Hour | Description | Examples include but are not limited |
| Critical | 1 | 1 | 0.25 | 1 | 7*24 | A large number of users and/or an incident that impacts the immediate delivery of instruction, life-safety or critical business transactions. | • Critical academic applications and databases not functioning (i.e. PeopleSoft, Blackboard ). • Campus wide loss of access to Internet (i.e., firewall, Internet connection). • Failure of classroom technology during the class. ... ... |
| Critical | 2 | 1 | 0.25 | 1 | 7*24 | ||
| Critical | 1 | 2 | 0.25 | 1 | 7*24 | ||
| High | 3 | 1 | 0.5 | 1.5 | 7*9 | An individual or group of individuals that completely impacts the users’ ability to do work. | • PeopleSoft is failed when large amount of students are selecting course. • Multiple users that have lost print capabilities. • Technical assistance for campus critical meetings. ... ... |
| High | 4 | 1 | 0.5 | 1.5 | 7*9 | ||
| High | 2 | 2 | 0.5 | 1.5 | 7*9 | ||
| High | 3 | 2 | 0.5 | 1.5 | 7*9 | ||
| High | 1 | 3 | 0.5 | 1.5 | 7*9 | ||
| Medium | 4 | 2 | 1 | 2 | 7*9 | An incident that partially impacts the user’s ability to do work. Workaround may be available | • Customer can move to another workstation to perform their tasks or the customer has another alternative to facilitate their work. |
| Medium | 2 | 3 | 1 | 2 | 7*9 | ||
| Medium | 3 | 3 | 1 | 2 | 7*9 | ||
| Medium | 4 | 3 | 1 | 2 | 7*9 | ||
| Low | 1 | 4 | 1 | 3 | 7*9 | No impact on the majority of immediate instructional delivery, life safety, or critical business transactions. (Remote support predominates) | • Requests for customization of application programming. • Installs of software and pc/laptop maintenance. • Operating system upgrades. ... ... |
| Low | 2 | 4 | 1 | 3 | 7*9 | ||
| Low | 3 | 4 | 1 | 3 | 7*9 | ||
| Low | 4 | 4 | 1 | 3 | 7*9 |
We welcome your feedback and continually strive to improve all our services to our customers. If you would like to leave feedback or are not satisfied with our services, please let us know as soon as possible, so that we can do our best to put things right.
