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Service Name: Service Maintenance Windows

Description:

Defined service maintenance windows and activities required to maintain and operate production services. Established maintenance windows provide predictable and known times in which maintenance activities can be scheduled, resulting in more stable and reliable IT services.

What’s included:

This procedure is applicable to the maintenance of all IT services and infrastructure operated by Computing and Communications, with the following exceptions:

  • Maintenance, change, or other work associated with the Banner suite of services
  • Major upgrades
  • Emergencies.

How to request this service:

Questions regarding the schedule of maintenance activity should be directed to:

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

Out of Scope:

  • Maintenance, change, or other work associated with the Banner suite of services
  • Major upgrades
  • Emergencies.

Availability:

IT infrastructure maintenance work will be performed within one of the following two windows:

  1. Two hours each Tuesday from 0500 until 0700
  2. Two hours each Tuesday from 2400 until 0200 (Wednesday).

Response Times:

  • Service maintenance work will successfully conclude, or will be successfully backed out, within the defined windows.

Processes and Tools:

  • Service maintenance activities are managed through the ITIL Change Management process.

Accountabilities and Key Roles:

  • Service Desk provides front-line client liaison and support
  • ITIL Change Management – Change Advisory Board
  • Operations Division units: Technical Support Group, Communications Group and Operational Software Support Group are key.

Performance Indicators:

  • Service maintenance activity completed within defined Service Maintenance Windows (ITIL Change Management – Change calendar).
  • Maintenance work resulting in Service Disruptions Reports.
  • Change report.

Revision: March 2014
Service Owner: Associate Director, Operations Division

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