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Service Name: UNIX Login Server

Description:

The Department of Computing and Communications (C&C) supports a UNIX–based server which grants authorized users access to a UNIX shell environment and affiliated services. The server provides access to a user’s personal websites, institutional web-server websites, access to a text-based e-mail system (Pine), and a general UNIX-command environment.

What’s Included:

- The C&C Technical Support Group (TSG) supports the server environment inclusive of login access, UNIX shells, NFS file-mounted access to personal web space and home directory, and mun.ca website files.
- This service is available to current Faculty, Staff, and Students and proportional to application. It is a specialty service.

How to request this service:

Service Desk HH-2012
Tel: (709) 864-4595
E-mail: help@mun.ca
- A service request placed through the Service Desk is required to initiate support on this service offering.

Out of Scope:

- Service restricted to authorized users via LDAP services.
- There is no TSG support on the UNIX environment or Pine mailer, other than for setup and maintenance.

Availability:

- This is a Priority service available 7/24/365 except during periods of maintenance and upgrade.
- Service outages managed through the RFC ITIL process.

Response Times:

- This is a Priority service and given response accordingly five business days a week with after-hours system monitoring.
- The TSG monitors the access to this service through Tivoli, and the service is given first response priority.
- Access to the service is via GID field in the user’s LDAP record; a manual edit of the record is required to allow access to the service.

Processes and Tools:

- Incident Management tools via Remedy for incident requests, tracking, and work-flow
- IPA2 form for institutional web site management.
- LDAP maintenance tools

Accountabilities and Key Roles:

- The Service Desk provides front-line client liaison and incident management services
- The TSG assigns service role specialists

Key Performance Indicators:

- Number of users

Revision: December 2009
Service Owner: Technical Support Group - Randy Dodge, Manager
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