Service Name: Email Service
The Department of Computing and Communications (C&C) provides an e-mail service on a campus-wide basis. This service provides a reliable, secure delivery of e-mail to and from the Memorial University community.
- This service encompasses the receipt, processing and filtering of incoming email, inclusive of the delivery to mailbox, or forwarding to secondary systems (albeit Exchange, the Marine Institute, Grenfell Campus), the web-based mailbox reader (webmail), and the outgoing delivery.
Who can avail of this service:
- This service is available to:
- Students, staff, faculty, alumni, and retirees of Memorial University
- Separately incorporated entities (SIE) of the University.
How to request this service:
- Service requests may be submitted via completion of an on-line form
Out of Scope:
- Mail forwarded to external systems
- Personal equipment used for access to service
- 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.
- Service requests are managed via Remedy-based Service Level Agreement forms.
- Service requests for this service are typically responded and resolved within three business days.
- The C&C Technical Support Group will consistently manage mail queues to ensure responsive delivery of email.
- The Technical Support Group (TSG) will activate special accounts, and/or setup mailbox as needed. Students are currently setup automatically via triggers from Banner system. New Faculty and Staff accounts are auto-generated via triggers from Human Resource system. Non-personal accounts are processed via the form CCS-ACCT-1P. User interface to mail attributes are provided via the ‘my.mun.ca’ channel.
Processes and Tools:
- Incident Management tools via Remedy for incident requests, tracking, and work-flow
- My.mun.ca channel for alias setup and e-mail attribute options
- Reporting tools for mail queue inspection and spam level reporting
- Management of user identities using LDAP
- An Account request form for non-personal accounts
- Service outages are managed through the RFC ITIL process.
Accountabilities and Key Roles:
- The Service Desk provides front-line client liaison and incident management services
- The C&C Personal Computing Group (PCG) is responsible to install and setup the user desktop environment
- The TSG assigns service role specialists
- The TSG manager is responsible for contract renewal and license purchases
Key Performance Indicators:
- Number of users
- Data volume
- E-mail volume
- Ratio of spam to real mail volume
Revision: March 2011
Service Owner: Ash Stirling, Technical Support Group Manager