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Service Name: Email Service

Description:

The Department of Computing and Communications (C&C) provides an e-mail service on a campus-wide basis. This service provides a reliable, secure delivery of e-mail to and from the MemorialUniversity community.

What’s Included:

  • This service encompasses the receipt, processing and filtering of incoming email, including delivery to mailbox, or forwarding to secondary systems (like Exchange, the Marine Institute, and Grenfell Campus), and the web-based mailbox reader (webmail), and outgoing delivery.

Who can avail of this service:

  • Students, staff, faculty, alumni, and retirees of Memorial University
  • Separately incorporated entities (SIE) of the University.

How to request this service:

By phone, fax, and email or in person

Service Desk
HH-2012
Tel: 709-864-4595
Fax: 709-864-3514
E-mail: help@mun.ca
http://www.mun.ca/cc/services/index.php

  • Service requests may be submitted by completing an online form

Out of Scope:

  • Mail forwarded to external systems.
  • Personal equipment used for access to service

Availability:

  • This is a critical service and is available 24/7 except during scheduled maintenance windows. Planned maintenance windows and unplanned outage notifications are found at: http://www.mun.ca/cc.
  • Service requests are managed via Remedy-based Service Level Agreement forms.

Response Times:

  • Requests for this service are resolved within three business days.
  • Technical Support Group consistently manages mail queues to ensure responsive email delivery.
  • The Technical Support Group (TSG) will activate
    special accounts, and/or setup mailbox as needed. Students are currently setup automatically via triggers from the Banner Administration System. New Faculty and Staff accounts are
    auto-generated via triggers from Human Resource system. Non-personal accounts are processed via the Email Account Creation form. User interface to mail attributes are provided via the ‘my.mun.ca’ channel.

Processes and Tools:

  • Incident Management tools in BMC Remedy are used for incident requests, tracking, and work-flow.
  • my.mun.ca channel for alias setup and e-mail attribute options.
  • Reporting tools for mail queue inspection and spam level reporting.
  • Management of user identities using LDAP.
  • Account request form for non-personal accounts.
  • Service outages are managed through the RFC ITIL process.

Accountabilities and Key Roles:

  • The Service Desk provides front-line client liaison and incident management services.
  • Personal Computing Group (PCG) is responsible for installing and setting up the user desktop environment.
  • The TSG assigns service role specialists.
  • The TSG manager is responsible for contract renewal and license purchases.

Key Performance Indicators:

  • Number of users.
  • Data volume.
  • E-mail volume.
  • Ratio of spam to real mail volume.

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

 

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