Service Name: Smart Phone and Support Services
Information Technology Services (ITS) provides a single point of contact on campus for the procurement, billing and support of Smart phones.
- There are various models available including GSM, CDMA and HSPA capable.
- There are a variety of different usage packages for both the cellular and data functions of the devices offered depending on the client’s needs.
- ITS manages the billing for these devices.
- Blackberry, Apple iPhone, Android and others for Memorial faculty and staff.
- Inclusion of the user’s exchange email account on ITS Blackberry Enterprise Service (BES) and ActiveSync.
How to request this service:
- For new services or changes to existing services, clients are advised to contact their Administrative staff who in turn should contact the:
Who can avail of this service:
- Faculty and Staff of Memorial University, St. John’s campus.
Out of Scope:
- Marine Institute.
- Grenfell Campus.
- Faculty of Medicine
- This is a 24/7 service.
- Maintenance will be done as required by the service provider/carrier. C&C will pass along outage information to clients as soon as possible upon receiving notice.
- There is no support cost for this service.
- Requests for Smart phones are logged and monitored by the ITS Service Desk.
- Phone calls will be answered 85% of the time within 1 minute. A queuing system is in place to facilitate phone calls in an orderly manner.
- The email queue is monitored on a real time basis during regular business hours and replied to within 24 business hours.
- It requires 3 business days to obtain a new Smart phone.
- Support issues such as replacing, repairing or fixing Smart phone problems take 1 day; however, complex problems may take up to 3 business days to resolve.
Processes and Tools:
- Users should contact their departmental administrative staff for new services or changes to existing services.
- Users must have accounts with Memorial University Exchange Server.
Accountabilities and Key Roles:
- The Service Provider is responsible for providing the network access.
- Network & Communication Group (NCG) staff act as liaison between Memorial users and service provider.
- A Hardware vendor is responsible for delivery of Smart phone devices.
- The Technical Services Group is responsible for exchange account activations and additions to the BES and ActiveSync.
- The Personal Computing Group is responsible for syncing with desktop and supplying basic troubleshooting and setup information to the client.
Key Performance Indicators:
- Type of devices.
- Number of incidents
- Number of devices.
- Time taken to resolve incidents.
- Number of outages (total time).
- Amount of air time or data used.
Revision: September 2013
Service Owner: Manager, Network & Communication Group