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Service Name: Microsoft Exchange Service

Description:

The Department of Computing and Communications (C&C) provides a clustered Microsoft Exchange service on a campus-wide basis. The Exchange service provides e-mail, calendaring, and scheduling abilities via a Microsoft Outlook or Outlook Web interface.

What’s Included:

  • C&C’s Technical Support Group (TSG) supports the Exchange server environment (clustered servers, Active Directory, file share), and manages the user licenses on a cost-recovery basis via a Service Level Agreement (SLA). The outcome is a reliable and secure access to Microsoft Exchange environment integrating the data, scheduling, and calendaring functions of the Exchange server.
  • The service is available to current Memorial faculty and staff authorized by a SLA, the Separately Incorporated Entities (SIE) of the University, and its affiliates authorized by a SLA.

How to request this service:

By phone, email, fax, and in person:

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

  • Service requests can be submitted by completing an online form.
  • Service requests are made via select SLA forms and managed using Remedy incident management processes. Schedule F forms are now available online for authorized SLA contacts.

Out of Scope:

  • Users not covered by a Service Level Agreement.
  • Domain equipment not owned by Memorial.

Availability:

  • This is a critical service and is available 24/7 except during scheduled maintenance windows. Planned maintenance windows and unplanned outage notifications are found at: http://www.mun.ca/cc/.

Response Times:

  • TSG manages the mail queues to ensure prompt responsive delivery of email.
  • TSG provides Exchange account activation, set up resource mailbox access, and provision for license. A service request for Microsoft Exchange service is resolved within five business days.

Processes and Tools:

  • Service Desk uses Remedy application for incident management, tracking, and work-flow.
  • SLA request forms (new account, delete account, account changes)
  • Service outages are managed through the RFC ITIL process.

Accountabilities and Key Roles:

  • Service Desk provides front-line client liaison.
  • The Personal Computing Group provides the install, setup of user desktop environment.
  • The Technical Support Group assigns service role specialists.
  • The Manager, TSG, is responsible for contract renewal and license purchase

Key Performance Indicators:

  • Number of users.
  • Number of CAL licenses.
  • Data volume.
  • E-mail volume.

Revision: March 2014
Service Owner:
Manager, Technical Support Group

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