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Service Name: Usenet News

Description:

The Department of Computing and Communications (C&C) provides a News service as part of the world-wide Usenet UUCP network. The service integrates campus, local, regional and global collections of articles based on a hierarchy of article types.

What’s Included:

- The C&C Technical Support Group provides linkages to upstream feeder sites, as well as local departmental feeders (i.e. the CS department).
- Article retention periods are set by configuration parameters.

How to request this service:

Service Desk HH-2012
Tel: (709) 864-4595
- Service requests are logged and tracked to completion via the Remedy incident management system.

Out of Scope:

- Support on article content.

Availability:

- This is a low priority service available 7/24/365 with some exception during maintenance or upgrades periods.
- Service outages are managed through the RFC ITIL process.

Response Times:

- This is a low priority service supported Monday to Friday 8:30am to 5pm.
- Requests to add newsgroups must follow the procedures outlined on the support webpage.
- This is a lower priority service, and as such requests for changes are handled bi-weekly at best, or as triggered by client request.

Processes and Tools:

- Usenet news control messages are handled by Technical Support Group support staff.
- Control messages contain pre-approved command sequences that are implemented via News control program on the News server.
- Control messages can be executed by suitably-privileged users.

Accountabilities and Key Roles:

- The Service Desk provides front-line client liaison
- The Technical Support Group assigns service role specialists

Key Performance Indicators:

- Number of groups,
- Number of news readers,
- Number of articles delivered.

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