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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
Tel: 709-864-4595
Fax: 709-864-3514
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: March 2011
Service Owner: Software Services Group – David Pierce, Manager

 
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