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Service Name: Red Hat Satellite Systems Management

Description:

The Department of Computing and Communications (C&C) provides a service that enables system administrators to manage their Red Hat systems using a simple user interface for software provisioning, patch management, updates, monitoring and maintenance.

What’s Included:

  • The satellite server locally mirrors patches, updates, and software distributions from the Red Hat distribution network.
  • C&C’s Technical Support Group supports the Red Hat Satellite server, and provides the system administration profiles and initial passwords.

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/index.php

  • A service request placed through the Service Desk is required to initiate support on this service offering.

Out of Scope:

  • Non-University Equipment.
  • Consulting/support on personal off-campus equipment.

Availability:

  • This 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/.

Response Times:

  • A request for user profile creation and support is resolved within five business days.

 

Processes and Tools:

  • Web-based user interface
  • Red Hat license management
  • Service outages managed through the RFC ITIL process.

Accountabilities and Key Roles:

  • The Service Desk provides front-line client liaison and incident management services
  • The TSG assigns service role specialists
  • Existing user profiles are managed by the user.
  • The Manager, Technical Support Group, is responsible for contract renewal and license management

Key Performance Indicators:

  • Number of supported servers.
  • Volume of patch/updates.

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

 

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