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Service Name: Server Hosting

Description:

The Department of Computing and Communications (C&C) provides information technology facilities - physical and virtual - to host standalone and shared-server services.

What’s Included:

C&C’s Technical Support Group supports various aspects of the service including:

  • VMware – virtual hosting of Windows, and various versions of Unix/Linux.
  • Configuration management – SVN-based.
  • Hardware support.
  • Managed data backup services.
  • Network connectivity, including virtual domain hosting.
  • Access to SAN.
  • A Service Level Agreement (SLA) per Memorial Department or Business Unit is required to access this service offering.

How to request this service:

By phone, email, fax, online, and in person:

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

  • Service requests may be submitted by completing an online form.
  • Requests are logged in the Remedy incident management system and managed through Service Level Agreement (SLA) forms.

Out of Scope:

  • User-owned equipment used to access the service.
  • Applications not covered by the SLA.
  • C&C reserves the right to refuse any request for hosting services.

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:

  • This service is supported Monday to Friday, 8:30 a.m. to 5 p.m. with after-hours systems monitoring.
  • Service requests are logged using Remedy Incident Management system and SLA forms (available online).
  • Contact with the client is done within 2 days of TSG receiving the incident request. The request is discussed with the client and translated into a project. The response time for resolving the incident depends on the scope of the project.

Processes and Tools:

  • Service Request is processed via the Service Desk and Remedy Incident Management processes.
  • Service Level Agreements and SLA forms.
  • TSM agents.
  • VMware console.
  • Application-specific tools.
  • Service outages managed through the RFC ITIL process.

Accountabilities and Key Roles:

  • The C&C Service Desk provides front-line client liaison and incident management services.
  • The IT Service Advisor is involved in establishing Service Level Agreements.
  • Technical Support Group assigns service role specialists.
  • The Technical Support Group manages the VMware service.
  • The Manager, TSG, is responsible for contract renewal and license purchases.

Key Performance Indicators:

  • Number of clients.
  • ITSA reports.
  • Service-specific indicators.
  • SLA metrics.

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

 

 

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