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Service Definition

Enterprise SharePoint

V1.0

Signoff

Name Role Signature & Date

24/04/2012

Document Control Information

Document Change History

Version Date Last Revised Author Change Description

0.1 Chris Burling Initial Draft

0.2 Houssein Hallani Initial Review

0.3 5/8/2011 Chris Burling Incorporation of review feedback

1.0 17/8/2011 Chris Burling Minor amendments. Approved version

Distribution and Acceptance

Version Recipient Date issued Approval

1.0 Mark Fortini 17/8/2011 Verbal in review meeting

1.0 Joe Fenech 17/8/2011 Verbal in review meeting

1.0 Jeanette Patamia 17/8/2011 Verbal in review meeting

1.0 Jim Leaper 17/8/2011 Verbal in review meeting

1.0 Sean Godfrey 17/8/2011 Verbal in review meeting

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Table of contents

Purpose of this Document .................................................................................... 4

Service Definition Structure ................................................................................. 5

Enterprise SharePoint Service Description ........................................................... 6

Enterprise SharePoint Service Configuration ...................................................... 13

Enterprise SharePoint support services ............................................................... 14

Enterprise SharePoint Support Services ............................................................... 15

Enterprise SharePoint Service RACI matrix ......................................................... 26

Enterprise SharePoint Service Targets .................................................................... 27

Enterprise SharePoint Reporting and Charging ................................................... 29

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Purpose of this Document

This document defines the scope, Service Components and Support Services required to deliver this service.

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Service Definition Structure

The Structure is designed to enable the clear and accurate definition of services.

The structure:

• Enables the definition of both simple and complex services

• Creates clarity by clearly defining what organisational/functional units are involved in delivering and maintaining this service

• Enables clear communication of service targets associated with different service elements

Service Support

• Consists of a defined list of activities, resources and/or processes that are offered by the IT organisation to support the Services customers’ use.

Periodic of review

Once this Service Definition is approved by IT at UNSW it will form the initial baseline for future service renewal.

Validation of the targets listed in this definition will be reviewed by the Service Management Office after 6 months from acceptance of the initial definition.

Monthly performance reports will be provided; however a realistic operational time frame is required to gather quantitative data before a review is recommended.

All service reviews will be conducted on an annual basis once the 6-month review is complete. The Service Management Office is accountable for initiating this review and managing service improvement opportunities through to a successful conclusion.

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Enterprise SharePoint Service Description

Service Item Details

This section provides information on what the service is known as and who within IT at UNSW owns the service.

Service Name Enterprise SharePoint

Service Group IT Infrastructure Services, SharePoint Team

Service Description The Enterprise SharePoint Service provides an online collaboration and communication tool for UNSW business units and groups to use for a range of purposes including intranet web sites, workgroup collaboration and document sharing, or as a platform for simple workflow based processes (e.g. request and approval).

The ‘Basic Service’ offered by IT at UNSW is a SharePoint site hosting service, where IT at UNSW is responsible for supporting the underlying infrastructure and ensuring the system performs to the agreed levels of service defined in this document.

IT at UNSW can provide or arrange consulting services to assist customers with initial planning and implementation of their site, or updating their site at a later stage, however this is not a feature of the basic service and is chargeable.

Each business unit or group using the service is responsible for the administration of their site(s), site design, content management and ensuring that they are using the SharePoint product in an appropriate and effective way. In order for these aspects to be managed effectively, each business unit or group that uses the service must allocate staff to be responsible for the site maintenance and development. A description of these roles is provided in the “Support Services” section of this document.

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Service Options

Description Pricing

This section provides information on the key components that make up the service offering.

The options presented here apply to both new customers wishing to establish a SharePoint site, and existing customers who wish to change their site.

IT at UNSW will monitor customer site usage and pro-actively contact customers if their capacity requirements change significantly. This may trigger a re-assessment of the most appropriate service option.

Basic Service

This service is suitable for customers where all users have a Z ID, and the number of users logged into the service at the same time is less than 500.

The Basic Service includes the following components, with a :

• An upfront assessment of requirements to ensure the most appropriate service offering is selected (Basic, Large/Public or Advanced).

• Access to the basic out of the box functionality as detailed in the tables below under “Basic Service Functionality”.

• UNSW Branded SharePoint site templates.

• 5 days1 of engagement with SharePoint Services staff to perform the initial deployment of the SharePoint site(s). This includes:

o Discussion and education on site branding, navigation, basic functionality, access permissions, clarification of support roles and responsibilities.

o Completion of a site(s) configuration template

o Deployment of sites and SharePoint services (Top level structure only)

o Refinement of Deployment Configuration.

• 10GB2 initial quota for Content Storage per customer. Additional storage must be formally requested, and is capped at 30GB under the Basic Service.

• Customer business units are required to nominate staff to administer and be responsible for their site.

o Self paced training will be provided for administrators; however this will only provide a basic overview of administration tasks.

o An external training course (provided by Dimension Data) is highly recommended for these staff to ensure they have the appropriate skills and knowledge of the SharePoint product. (~$600 per person).

Up-front:

$4k (5 day engagement at IT Rate Card)

On-going:

No charge

1 If there is a need for a longer engagement to establish the site(s), IT at UNSW will recommend the “Advanced Features, Design and Development” Service option described below. 2 If a Customer uses (or requires more than) a 10GB storage allocation for Site Content, they have the option of purchasing more storage in blocks of 10GB.

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Large / Public Service

The Large / Public Service has the same features as the Basic Service, however this service is suitable for customers:

o who have a requirement for greater than 500 users logged in to the site at the same time, or

o that wish to enable access for public users / users that do not have a Z ID.

o require more than 30GB of storage.

The intent of this service option is to ensure that larger customers do not impact on the other service customers by consuming a disproportionate amount of system capacity. To mitigate against this, sufficient capacity must be added to the infrastructure platform to support large customers.

This service offering includes:

• An upfront assessment of requirements and estimate of costs.

• All features of the basic service.

• Deployment of appropriate infrastructure capacity to the SharePoint system.

Note that this option may lead to a high cost solution. The Team site service may be a more cost effective option for customers that require a website style of solution (i.e. no collaboration features).

Up-front:

Labour and Materials costs (infrastructure)

As per IT Rate Card

On-going:

depends on scope of solution

Advanced Features, Design and Develop-ment

The Advanced Features, Design and Development Service is appropriate for customers who:

• Require access to Advanced features: Reporting Services, Forms, and Workflow, or Custom Authentication. (See the table below for description of Advanced Features.)

• Require consulting services for the design, development and implementation of their SharePoint site.

• Have a requirement for a customised SharePoint application.

• Have high security requirements

This service offering includes:

• All aspects of the Basic Service +

• Up-front estimate of costs

• A project engagement with SharePoint specialists to plan, design and implement the SharePoint site. The scope of this engagement is flexible depending on the needs of the business unit.

• Agreement on support arrangements: A separate service definition (agreement) is recommended, and depending on requirements, additional support personnel may be required.

Up-front:

Labour and Materials costs

As per IT Rate Card

I

On-going:

depends on scope of solution

Note: there will be limits on the number of customers that can be engaged each month due to effort bundled in to each engagement. It is suggested that less than 4 customer sites be planned for each site as a limit on the workload for staff involved in the provisioning process, however this number may vary based on other workload demands.

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Basic Service Functionality

Description

This section provides information on the key functions available with the MS SharePoint 2010 product. Note that it is the responsibility of each customer to nominate which functionality they need included in their site.

Web Content

SharePoint can be used to host web content for internal purposes e.g. a business unit intranet site.

An intranet web site contains static content that is used for the purposes of communicating within an organisation, or providing reference information.

Web content can have access restrictions applied that only allow designated users or groups of users to view certain pages.

Team Sites3 + Document Sharing

Team sites represent online collaboration spaces and can have a range of functionality incorporated including:

Web Content;

Lists of contacts, actions, tasks, issues or risks;

Team calendar;

Document Library for uploading documents, collaborating on documents, or publishing documents.

Team site content can have access restrictions applied to limit access to certain pages or items to a specified group or individual.

mySites

my Sites are online “user profiles” that contain information about an individual. Each mysite is owned by the corresponding user, and only they have permissions to update their profile.

The use of my Sites is optional.

SharePoint Search SharePoint has a built in search capability that allows users to search for documents or web content within a site.

In browser Word, Access, Visio, PowerPoint and Excel viewing and editing

Users have the ability to edit Word, Access, Visio and Excel documents that are stored within a SharePoint site using their Internet Browser, as long as they are using Internet Explorer version 7 32bit or later, or Firefox version 3.6 or later on a Windows Computer.

All Windows XP SOE computers are compatible with this feature; however Mac computers are not compatible with this feature. Note that Windows Computers running Internet Explorer 64bit are not compatible with this feature.

Metadata SharePoint has the ability to assign metadata (categories or tags) to documents or other items. Metadata tags can have a hierarchical structure. Metadata is a powerful tool for managing documents because it ensures consistent use of terminology and provides better search results.

Review and Approve Workflow

The Basic Service includes 2 out of the box workflows “Review” and “Approve” which can be assigned to documents.

3 Team sites in SharePoint are completely separate to the the IT at UNSW web hosting service “Teamsite”.

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Basic Service Functionality

Description

Content Types

SharePoint has the ability to pre-define categories of documents that have a consistent set of properties such as a standard template; standard metadata; policies (e.g. expiration date); workflow (e.g. review and approve).

Content types are made accessible to end users through the “new” command (often displayed within team workspace SharePoint sites) which will present a drop down list of content types / templates.

Content types provide teams with a means to ensure consistent documentation, process, categorisation of documents and an ability to filter search results based on the metadata assigned to different content types.

Social Computing SharePoint 2010 includes several social computing features such as:

- Communities

- Micro-blogging (comments and custom tagging of SharePoint content e.g. a news item may have the following tags “Christmas Party”, “2011”, “Academic Staff”)

- Social Networking – an online network of colleagues / other SharePoint users.

- Newsfeeds

- My Sites user profiles (already described above)

All of these features are optional.

Advanced Service Functionality

Description

These features are not enabled by default.

Reporting Services SharePoint has the ability to create charts and interactive dashboards for viewing data.

Forms On-line forms can be used for collecting data, or as part of a simple workflow process.

Custom Workflow Workflows in SharePoint enable manual paper or email based processes to be streamlined and in some cases automated.

Forms / documents can be sent to:

People one by one after each other ( = serial), or

Everyone at the same time ( = parallel)

Custom Authentication

The standard mechanism for logging in to SharePoint will be to use Z-Pass. Other forms of authentication may be possible and are regarded as advanced configuration.

Third Party Product Support

There are many third party plugins and tools for SharePoint that require implementation and system integration before new functionality can be used.

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SharePoint Client Support

Description

Internet Browser Not all internet browsers give users access to all of the SharePoint and Microsoft Office integration features:

Full Functionality is available using Internet Explorer 7 32bit or later on a Windows Computer. (Windows XP SOE Computers get Full Browser Functionality.)

Partial Functionality is available using Internet Explorer 7 64bit or later on a Windows Computer, or Firefox 3.6 or later (Windows, Mac, or Linux Computer), or Safari 4.04 or later on a Mac.The following functions are unavailable within these Internet Browsers:

Connect to Outlook, Connect to Office, and Sync to SharePoint Workspace

Datasheet view

Drag and Drop Web Parts

Edit in Microsoft Office application

Microsoft InfoPath 2010 integration

Microsoft PowerPoint 2010 Picture Library integration

Microsoft Visio 2010 diagram creation

New Document

Rich Text Editor – Basic Toolbar

Send To

Signing Forms (InfoPath Form Services)

Spreadsheet and Database integration

Web Part to Web Part Connections

Slide library and PowerPoint 2010 integration

A detailed description of compatibility is provided by Microsoft here. Users on Firefox, and Safari browsers can still interact and publish documents to SharePoint sites, however this requires a more manual approach where documents are first saved, then manually uploaded to the site.

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SharePoint Client Support

Description

Microsoft Office Version Feature Office 2007 Office 2010 Office 2011

Save and open files from SharePoint sites.

Check out and check in documents to SharePoint sites.

Protect documents from unauthorized access or distribution from within the Office client applications by using Information Rights Management.

Publish Excel sheets to a server for centralized management, browser-based Excel sheet viewing, and access control.

Save multiple documents to the SharePoint site at the same time

Save to SharePoint (from Office) View and Manage Versions View, Manage, Start Workflows Co-author document simultaneous editing

Set Metadata Properties One click sync with server Social tags and comments Slideshow Broadcasting from Powerpoint through PowerPoint web app

Save Visio Document to SharePoint (integrated in menu)

Take an offline copy of SharePoint Content

Enable access to SharePoint Document Libraries in Outlook.

Keep synchronized copies of SharePoint Calendars, Tasks, and Contacts in Outlook

Publish PowerPoint slides to a server where they can be easily shared, access slides on Slide Library from within PowerPoint, and receive notification if a slide on the server changes.

Support details Description

Contact All calls for support and service are raised by logging a ticket with IT Service Centre on

9385 1333.

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Enterprise SharePoint Service Configuration

AD (authentication)

Exchange (email)

Oracle Service Bus (external integration)

NSS Other External App / Data

Other External App / Data

Other External App / Data

Customer Site

Custom Application

Customer Site

Customer Site

Future Customer Site(s)

SharePoint Infrastructure Platform

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Enterprise SharePoint support services

The following diagram depicts the different levels of support including non-‐IT teams. Note that end users can engage support either through the Service Centre as per other IT Services, or they can approach staff in their own unit who have been nominated to perform duties regarding the site.

IT Ent Systems

Infrastructure Services

Level 2: Infrastructure

Services


Services

End User

Level 2: SharePoint Farm Administrators


Services Teams

Level 4: (Product vendors)

Level 0: Customer Tenant + Site Administrators

Level 3: Other

Develop-ment Group

Level 3:Custom

Application Support

Level 1.5Level 1: Service Centre

Level 2: Customer Site Administrators (Custom Apps)

Service M

anagement O

ffice

The structure includes optional Level 2 and 3 support teams for customers who have deployed custom SharePoint Applications using their own support development teams. In this scenario there would be delineation of responsibilities between the ITU SharePoint Level 2 and the Faculty Level 2 team, where the ITU team is responsible for the overall environment and the Faculty team would have limited administrative access to the SharePoint Farm. However this is not a standard feature of the support structure and would only apply under approved circumstances.

It is recommended that for any applications deployed to SharePoint, a formal discussion and agreement takes place to define the support arrangements and that this is reflected in the CA Service Desk tool configuration of resolver groups, and incident / request categories.

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Enterprise SharePoint Support Services

Whilst IT at UNSW provides this service, the following pages reflect what organisational/functional units are involved in delivering and maintaining this service.

Level 0 – Customer Tenant + Site Collection Administrators

General Description Each business unit or group that uses the SharePoint Service is responsible for performing their own site maintenance; administration and content management as well providing basic support to end users for their site.

To achieve this each customer business unit or group must nominate staff to be responsible for the different parts of their site.

Top Level Site

Sub-Site Sub-Site Sub-Site

TENANT ADMINISTRATOR

SITE COLLECTIONADMINISTRATOR



These staff are referred to as “Tenant Administrator” and “Site Collection Administrator”, where the Tenant Administrator is responsible for the whole site, and Site Administrators are responsible for a sub-‐site as depicted in the diagram above. Every customer organisation with a SharePoint site must have a Tenant Administrator, however the number of Site Collection Administrators required depends on the scale and complexity of the overall site.

As these roles ideally require a range of skills, a sample description of competencies is provided here to assist in identifying appropriate candidates:

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Level 0 – Customer Tenant + Site Collection Administrators

Inclusions and Exclusions

Inclusions

The Tenant Administrator is responsible for administration and governance of the whole customer site in terms of:

• Site Structure • content, • look and feel, • navigation, • functionality, • security and permission assignment • Taxonomy and metadata planning and administration • Conforming to SharePoint standards • Being the single point of contact for escalation of support issues. • Attempting to resolve simple support queries and self-‐logging them with

the CA Service Desk tool if support escalation is necessary. (To enable this, tenant administrators will be setup with an analyst level account in the CA Service Desk tool).

The Site Collection Administrator is responsible for a particular sub-‐site and the following aspects of that sub-‐site:

• Site Structure • content, • look and feel, • navigation, • functionality, • security and permission assignment • conforming to SharePoint standards • being a point of contact for escalation of support issues with their sub-‐site • attempting to resolve simple support queries and liaising with the Tenant

Administrator if necessary

Exclusions

• Custom Application Development • Configuration of SharePoint farm

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First Level Support - Service Centre

General Description

The Service Centre performs Level 1 Support and will be able to respond to / log tickets raised by End Users or Tenant / Site Collection Admins. The first question asked of end users is whether they have contacted their local site collection administrator in relation to their incident / request.

It is desirable for the Service Centre to route incidents and requests to the appropriate level 2 or 3 resolver groups depending on the situation.

The main areas where the Service Centre will be able to resolve support queries is with authentication and access to the service in terms of assisting with Z ID and AD group membership related requests and incidents

Detailed Inclusions and Exclusions

Inclusions

• Incident Management • Service Request Management • Facilitate end user account creation • Facilitate Account disable • Direct user to available self-‐help material • Resolution of simple SharePoint incidents based on supplied support

scripts

Exclusions

• SharePoint functional support for out of the box functionality or custom SharePoint applications

Contacting this Support Service

The IT Service Centre can be contacted on 9385 1333.

The IT Service Centre support hours are 8:00am to 8:00pm Monday to Friday excluding public holidays.

Saturday & Sunday 11:00am to 2:00pm

More information can be found at:

https://www.it.unsw.edu.au/staff/support/index.html

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Second Level Support – SharePoint Farm Administrators

General Description This group is responsible for monitoring and managing the SharePoint farm (i.e. all the servers, customer sites and SharePoint configuration), support for out of the box features, as well as other important operational aspects of the service e.g. system security and maintenance tasks. Another key responsibility of this group (although not relevant to end user support escalation) is to coordinate and execute much of the process to bring on new customers to the service.


Inclusions

• 2nd Level Support for Out of the Box SharePoint functionality – only after escalation by Site or Tenant Administrators.

• DR & service recovery process owner • Monitor and Manage SharePoint infrastructure • Farm administration • Capacity Management + Quota / resource allocation monitoring and

management • Reporting on storage utilisation • Provisioning of infrastructure capacity • Keeping accurate records of customer site configurations (Technical

Designs) • Admin of application services (e.g. search, default service group/custom

service groups, allocation of server resources) • Maintenance of system documentation: Technical Designs, maintenance

procedures and process artefacts • Investigation and recommendation of new features / solutions • Management and admin of site URLs and Web Certificates • Stewardship of SharePoint standards, policies and principles/guidelines. (+

escalation of architectural exceptions) • Integration of 3rd party add-‐ons • Manage Restoration of content Databases and sites from backup • Software version updates • Dev/Test/UAT/Prod Environment Management • Release Management code migration • Build for new Site Models • Provisioning -‐ New sites

Exclusions

• Simple SharePoint queries (these are supposed to be resolved by Site Collection Admins and Service Centre (Level 1) staff.

• SharePoint Development or Design Requests

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Second Level Support –Site Collection Administrators (Custom Application Support)

General Description Tenant and Site Collection Administrators may provide level 2 support in cases where a custom application has been developed.

This group is optional and only applies in cases where a custom SharePoint application has been deployed to a UNSW business unit and there is an agreement in place that nominated staff from that unit will provide level 2 support and administrator. As previously mentioned, a separate service definition is recommended for each Custom SharePoint application that is deployed in order to clearly define and agree support responsibilities.

Note that in cases where a level 2 group other than the Farm Administrators is providing support, they will only have limited access to administrative tools.


Inclusions

• Support for Custom SharePoint Application Functionality • Custom Application Administration

Exclusions

• Custom Application Development • Configuration and Administration of SharePoint farm

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Second Level Support – Service Management Office

General Description The Service Management Office (SMO) provides non technical support to customers and users regarding the Enterprise SharePoint service.

Inclusion and exclusions

Inclusions

• Manages the customer relationship(s) with a ‘live’ service. • Ensures that Services are monitored, measured and reported upon to

customers. • Facilitates service restoration during high priority incidents. • Facilitates annual service review and updates Service Definition where

required. • Manages and maintains IT at UNSW’s IT Service Management tool. • Updates call management tool with new service requirements.

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Third Level Support – SharePoint Development Team (ITES)

General Description ITES Level 3 is involved with the initial customer engagement to provide high level information on SharePoint capabilities and the “Advanced Features, Design and Development” service option when development of custom functionality is required.

From a support point of view ITES team only respond to issues relating to sites that they have performed development for. ITES Level 3 generally does not provide direct support to end users, requests and incidents should pass through at least the service Centre and possibly a level 2 team before they reach the Development Team.


Inclusions (support viewpoint, not development)

• 3rd Level Support for UNSW Developed SharePoint Applications

• Development of bug fixes

Exclusions • Deployment of releases into production – this performed by the Farm

Admin.usions

• Deployment of new releases into production (this is to be performed by the Farm Administrators)

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Third Level Support –Other Development Team (Custom Application Support)

General Description This group is optional and only applies in cases where a custom SharePoint application has been developed by a team other than the ITES SharePoint Development team. A separate service definition is recommended for each Custom SharePoint application in cases where support arrangements are not consistent with this document.


Inclusions

• 3rd Level Support for UNSW Developed SharePoint Applications

• Development of bug fixes Exclusions

• Deployment of new releases into production (this is to be performed by the Farm Administrators)

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Third Level Support – Infrastructure Teams

General Description IT Infrastructure Services Teams make up Level 3 support and provide back end systems support for underlying infrastructure components and management services. End users should not have to interact with these teams directly. Level 3 teams will generally be engaged by the Level 2 teams to work collaboratively on incidents and new requests


Inclusions

• Physical and VMware Servers including Server Health Monitoring • Database • Storage • Network • Operating systems • DR and BCP processes • Reverse Proxy configuration • Data Centre Environment Management

Exclusions: • Service Enhancements • Software version updates • Functional upgrades • Problem management process activities

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New Customer Engagement (non-support)

General Description New Customer Engagement should follow the following steps which occur prior to an agreement to bring a new customer onto the service:

Step Responsible IT Roles

1. Initial Meeting – Expression of Interest

More than one meeting may be required, however consulting services on site design and functionality beyond a high level overview should be appropriately categorised under the “Advanced” service option and cost recovered.

Portfolio Manager or Faculty IT Manager (possible via Service Request) B.A, Developer or Farm Admin may be invited to provide high level explanation of capabilities depending on the type of site the customer requires.

2. High Level Requirements Gathering (completion of template)

B.A

3. Estimate and Proposal to Customer

B.A + Portfolio Manager + Farm Admin (+ Solution Architect depending on scope).

The process varies after the proposal stage, depending on the chosen service option.

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Enterprise SharePoint Access matrix

The Following table details the different support roles and their level of access to the system. A Glossary of terms is available at this Microsoft site.

SharePoint Access CRUD Matrix C = Create R = Read U = Update D = Delete Greg Text = has access but duty is delegated to a lower level user De

velope

rs

Farm

Adm

in

Tena

nt Adm

in

Conten

t Type Ad

min

4

Site Collection Ad

min

Conten

t Con

tributor

Visitor

Farm Configuration CRUD Standard SharePoint Services CRUD RU RU RU R Custom SharePoint Application / Feature

CRUD RU RU RU R

3rd Party Plugin/ Module CRUD RU RU RU R Workflow CU RUD RUD R R Tenant Admin Site CRUD RU Site Collection CRUD RUD R RU R R Sub-‐Site CRUD CRUD R RU R R Content Type CRUD CRUD R R R R Metadata CRUD CRUD R RU R R Form Services CRUD RU R R R R Term store CRUD RU R R R R Secure Store CRUD RU R R R R Content Type Hub Site Collection

CRUD RU RUD R R R

Standard Web Part in a Site CRUD CRUD RU CRUD RU R Custom Web Part in a Site CRUD CRUD RU CRUD RU R List or Library CRUD CRUD RU CRUD RU R Static Web Content CRUD CRUD RU CRUD RU R Document CRUD CRUD CRUD CRUD CRUD R

4 Content Type Admin: a specific administration role that can be shared by Tenant or Site Collection Administrator.

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Enterprise SharePoint Service RASCI matrix

Below is the RASCI Matrix for critical elements of this service and the teams that deliver this service.

RASCI stands for:

• Accountable: Is defined as the person in this process who has accountability for ensuring the overall process is available, understood and performed correctly.

• Responsible: Is defined as the person(s) who are expected to perform the prescribed activity, resolve and/or escalate the related issues. Multiple levels within the matrix can do this.

• Support: These groups provide service support or resources to support implementation. • Consulted: Is defined as the person(s) who are consulted before decisions are made or implementations

carried out. • Informed: Is defined as the person(s) who need to be informed about the prescribed activity.

High level task Service group Description

Port

folio

Man

ager

s

SMO

Serv

ice

Cen

tre

Tena

nt +

Site

Col

lect

ion

Adm

inis

trat

ors

OTH

ER D

evel

opm

ent

Team

s

ITES

Sha

rePo

int T

eam

*

(BA

+ D

evel

oper

s)

Shar

ePoi

nt F

arm

A

dmin

istr

ator

s

Dir

ecto

r, P

roje

ct O

ffice

Dir

ecto

r, E

nter

pris

e Sy

stem

s D

irec

tor,

Cus

tom

er

Serv

ices

Dir

ecto

r, IT

Infr

astr

uctu

re

Owns the service I S S S S R,S I A Is the primary contact/custodian for the end to end service and its performance.

Change Management I,A R,S I S S S I I

Provides service reporting

R,S S I I I S A I Monthly reporting based on statistics collected from CASD.

Manage high priority Incidents

R,S S S S S S I A Facilitate service restoration during significant incidents

Infrastructure Monitoring

I I I I I R I A Regularly report on and review infrastructure capacity, performance and error logs.

Service Provisioning I S S R R R I A Perform activities required to setup new customer sites.

New Customer Engagement

R I S S I A I I Management of Engagement, high level overview of service offering

Requirements Assessment

S R S I A I I Completion of requirements template, categorisation of appropriate service option (Basic, Large, Advanced) and initial estimate of costs

Custom Solution Development / Consulting Services

I S R R S I A I I Design, development and deployment of custom solutions

Delivery of Custom Solutions

I I I S S S S A I I Project Engagement, Project Management.

*May also require Solution Architect depending on the scope of a custom solution. Also, this column may be replaced by an external development team depending on who performs the solution development.

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Enterprise SharePoint Service Targets The service targets described in the following table relate to the Enterprise SharePoint service and are managed through the standard priority targets integrated within the CA Service Desk ticket management tool.

Service Availability Target

Category Measures

Availability – Tier 2

99.5% availability over a calendar month (less than 4 hours unplanned outage) excluding planned and pre-agreed outages

Standard Hours of Support

Business Days, Monday to Friday 9:00am to 5:00pm

General Description

Incident Management

All Incidents and Service Requests are channeled through the IT Service Centre. Where Incidents are logged the IT Service Centre will provide 1st level support and escalate the call to the most appropriate UNSW 2nd level technical support.

The following priority codes are used when a call is logged with the IT Service Centre.

Support Service Levels

Priority Code

Description Response Time

The time taken for an IT at UNSW resolver to respond to the

ticket.

Resolution Time

The time in which a solution to an Incident must be

implemented or a Service Request fulfilled.

1 A major production outage, performance degradation, or instability causing significant impact to the University community.

The call is logged and escalated immediately to the appropriate IT at UNSW resolver group and Incident manager.

Within 4 standard support hours from the initial logging of the Incident or Service Request

2 A large number of customers/end-users impacted. Entire office, department or school is experiencing similar problems. Small number of customers can not utilise mission critical applications.

The call is logged and escalated immediately to the most suitable IT at UNSW resolver group.


3 User/customer work group unable to use non-mission critical application(s). Customer can work with minimal impact to their productivity.

IT Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround.


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General Description

4 Individual Service Request or Incident that does not impact business.

IT Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround.


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Enterprise SharePoint Reporting and Charging

Reporting

Reports Included Yes

Report Frequency Monthly

Reports Generated For

IT Directors, Service Custodian and Technical support team leader

Charging

Charging Model There are no on-going charges for this service other than for provision of additional storage as sites expand.

There are some up-front costs however relating to the effort required to deploy new sites as described in the Service Options section at the beginning of the document.

Frequency Up-front: once off charge for service provision

On-going: As needed on-going for additional storage in blocks of 10GB

Service Pricing Please refer to the Service Options table for pricing.

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