Service Name: Central File Share
Description:
The Department of Computing and Communications (C&C) provisions and manages a central file share (file storage solution) on behalf of its clients. Central file shares eliminate the need for departments to acquire and maintain their own file servers for the purposes of file storage and file sharing. It ensures proper data protection and security mechanism are applied to the corporate data of the university.
What’s Included:
- The amount of file storage space provisioned for a department or group is proportional to the client requirements and the Service Agreement negotiated by the client and C&C.
- If a client requests bulk storage space, a Service Level Agreement (SLA) is negotiated and cost chargeback may be applicable.
- The central file share is strictly intended to house shared corporate information and/or other sensitive institutional data.
- This service offering is available to staff and faculty of the St. John’s campus.
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/services/index.php
- Service requests may be submitted via completion of an on-line form
Out of Scope:
- Other Memorial University locations outside the St. John’s campus
- The central file share is not intended to house personal data, nor intended as an application server or for database hosting.
Availability:
- This is a Critical service and 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.
Response Times:
- Technical support is available Monday – Friday 9 a.m. to 5 p.m.
- Service requests are managed via Remedy-based Service Level Agreement forms.
Processes and Tools:
- Service Desk (Remedy) services for incident management, tracking, work-flow
- Microsoft Quota Manager manages the client quotas for their file share
- Service outages are managed through the RFC ITIL process.
Accountabilities and Key Roles:
- Service Desk providing front-line client liaison
- The Technical Support Group assigns service role specialists
Key Performance Indicators:
- Number of users
- Disk space usage
Revision Date: March 2011
Service Owner: Ash Stirling, Technical Support Group Manager
