Service Name: Blackberry Enterprise Server
The Department of Computing and Communications (C&C) manages a Blackberry Enterprise Server (BES) which securely integrates the data function of various Blackberry devices with the mail, calendaring and file sharing abilities of the C&C Exchange service.
The C&C Technical Support Group (TSG) supports the BES server and provides the user licenses on a cost-recovery basis via a Service Level Agreement (SLA).
How to request this service:
- Service requests must be placed through the Service Desk to initiate support on this service offering. Requests are logged in the Remedy incident management system.
- Service requests are forwarded by the Service Desk to a clerk in the Communications Group (CG).
Out of Scope:
- This service is applicable to Memorial-provided Blackberry devices only; Personal devices cannot be used
- The data charges (cell phone charges) are the responsibility of the user
- The service is available 24 hours a day, 365 days per year except during scheduled maintenance windows. Planned maintenance windows and unplanned outage notifications can be found at: http://www.mun.ca/cc.
- Service outages are managed through the RFC ITIL process
- Setup of a new Blackberry may take up to a five business days.
Processes and Tools:
- The BES server utilities for customer control - the lost device remote wipe function for example
- Remedy services for incident management and tracking
- Business practices governing data communication and phone/cell usage
Accountabilities and Key Roles:
- The Service Desk provides the front-line client liaison
- The clerk of the Communications Group clerk provides the equipment and telephone service provisioning. The clerk will initiate the Blackberry provision, cell activation, and cost recovery process.
- The Technical Support Group assigns service role specialists. TSG will activate an Exchange account, setup the BES access, and provide the BES license.
- The Technical Support Group manager is responsible for contract renewal and license purchase.
Key Performance Indicators:
- Number of devices
- Number of BES licenses
Revision: March 2011
Service Owner: Ash Stirling, Technical Support Group Manager