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Service Name: Blackberry Enterprise Server

Description:

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.

What’s included:

C&C’s 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:

By phone, email, fax, and in person:

Service Desk
HH-2012
Tel: 709-864-4595
Fax: 709-864-3514
E-mail: help@mun.ca
http://www.mun.ca/cc/services/

  • 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 Network & Communication Group (NCG).

Out of Scope:

  • This service applies to Memorial University Blackberry devices only; personal Blackberry devices are not included.
  • The data charges (cell phone charges) are the responsibility of the user.

Availability:

  • The service is available 24/7 except during scheduled maintenance windows. Planned maintenance windows and unplanned outage notifications are found at: http://www.mun.ca/cc.
  • Service outages are managed through the RFC ITIL process

Response Times:

  • Setup of a new Blackberry takes 2 business days.

Processes and Tools:

  • The BES 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 front-line client liaison.
  • The clerk of Network & Communication Group provides the equipment and telephone service provisioning. The clerk initiates the Blackberry provision, cell activation, and cost recovery process.
  • The Technical Support Group assigns service role specialists. TSG activates an Exchange account, sets up the BES access, and provides the BES license.
  • The manager, TSG, is responsible for contract renewal and license purchase.

Key Performance Indicators:

  • Number of devices.
  • Number of BES licenses.

Revision: October 2013
Service Owner:
 Manager, Technical Support Group

 

 

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