Service Name: Role-based EmailDescription:
The Department of Computing and Communications (C&C) supports a centrally administered Email service targeted primarily towards providing a single email account for individuals. The outcome of this service is the provision of non-personal email addresses, and the management of auxiliary name-space. Institutional and situational needs for generic or role-based accounts are handled on case-by-case basis for Identity Management purposes.
What’s Included:
- The C&C Technical Support Group (TSG) supports the various aspects of the service including LDAP entries, E-mail spool and flags, and Account Password support.
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How to request this service:
- Service requests must be placed through the Service Desk to initiate support on this service offering. Requests are logged in the Remedy incident management system and managed through Service Level Agreement forms.
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Out of Scope:
- Non-Memorial users
- C&C reserves the right to reject any request for auxiliary name-space.
- Requests for unmanaged accounts
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Availability:
- This service is a non-priority service available 7/24/365, except during periods of maintenance and upgrade.
- Service outages managed through the RFC ITIL process.
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Response Times:
- This service is a non-priority service and given response accordingly five business days a week
- The Technical Support Group will provide data restorations per the SLA agreement.
- The TSG will manage the backup service.
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Processes and Tools:
- Service Desk involvement for information, completion of forms, documentation verification.
- Management of LDAP information.
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Accountabilities and Key Roles:
- The Service Desk provides front-line client liaison and incident management services.
- The TSG assigns service role specialists.
- The TSG manager arbitrates the best application for name requests and identity management
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Key Performance Indicators:
- Number of clients
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Revision: December 2009
Service Owner: Technical Support Group - Randy Dodge, Manager |
