Service Name: Application Management

Description:

The Software Solutions group (SSG) of the Department of Computing and Communications (C&C) supports all aspects of software life-cycle management. SSG will ensure your applications are stable, up-to-date, and evolve with changing business needs. Drawing from recognized best practices such as those established by the IT Infrastructure Library (ITIL), SSG ensures the standardization of change-management processes. This minimizes the impact of change-related incidents, and in turn maximizes up-time and improved day-to-day operations. SSG supports both web-based and client-based applications.

What's included:

SSG has experience with various technologies including (but not limited to):

- PHP
- Oracle
- MySQL
- HTML/CSS
- Javascript

How to request this service:

Service Desk, HH 2012
Phone: 864-4595
Fax: 864-3514
E-mail: help@mun.ca
http://www.mun.ca/cc

Service requests can be made via completion of an on-line form forwarded to the Service Desk

Who can avail of this service:

- All faculty and staff of Memorial University

Out of Scope:

- Personal applications

Availability:

- Support services are available 9 a.m. - 5 p.m. Monday to Friday, excluding University holidays.

Cost:

- The associated costs are documented in individual Service Level Agreements (SLAs) with client departments

Response Times:

- Service Levels are documented in individual SLAs

- The response is proportional to the priority of application and available resources

Processes and Tools:

- The Service Desk and its Remedy Incident Management System is used to log, monitor, and resolve reported incidents.

Accountabilities and Key Roles:

- Service Desk – responsible for logging the incident and assigning to the appropriate group

- Developer – responsible for code fixes, testing and implementation of the application

- DBA – responsible for any database support

Revision: December 2009
Service Owner: David Pierce, Manager Software Services Group