unsw tv - service catalogue · example: commvault, microsoft, dell, hp. ... • escalation to 4th...

Service Definition

UNSW TV

V1.2

Signoff

Name Role Signature Date

Mark Fortini Director of IT Infrastructure

Judy Brookman Director of Communications

Approved Email

(28/07/11)

Prof Stephen Marshall Director of Learning & Teaching @ UNSW

Approved Email (27/07/11)

Jeanette Patamia Director of IT Customer Services

Greg Fallon Student and Academic Services Portfolio

Manager

Approved 26/07/11

John Pejkovic University Services and Foundation Portfolio

Manager

Approved 26/07/11

Document Change History

Version Date Last Revised Author Change Description

0.1 10 Jun 10 Greg Fallon Initial draft

0.2 19 Nov 10 Greg Fallon Additional edits

0.3 21 Feb 11 Greg Fallon Updated description and matrix diagram

0.4 23 Feb 11 Greg Fallon Updated M&C description and RACI

1.0 06 May 11 Greg Fallon Added L&T technical accountability to RACI

1.1 26 Jul 11 Greg Fallon Added authentication code management to RACI

1.2 8 Nov 11 Houssein Hallani Updated monitoring page

1.2 10 Nov 11 Ellie Trajkovska Dunlop Updated monitoring & reporting info

Distribution and Acceptance

Version Recipient Date issued Approval

1.0 Richard Smith 16/05/11 Waiting

1.1 Daniel dos Santos 16/05/11 Approved (email 26/07/11)

1.0 Mary O’Malley 16/05/11 Approved (email 06/05/11)

1.1 Houssein Hallani 16/05/11 Approved (email 26/07/11)

1.1 Patrick Stoddart 16/05/11 Approved (SM email 27/07/11)

Table of contents

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

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

UNSW TV Service Description .............................................................................. 6

UNSW TV support services ................................................................................... 8

UNSW TV Context Diagram ................................................................................ 10

UNSW TV service RACI matrix ........................................................................... 15

UNSW TV Service Targets ................................................................................... 16

UNSW TV Service Level Targets for Hosting(Tier-3) .......................................... 17

UNSW TV reporting and charging ...................................................................... 18

Purpose of this Document

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

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.

UNSW TV 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 UNSW TV

Class (User Base) Divisional (widely used for L&T and Media & Comms purposes)

Business Owner Joint: Prof Stephen Marshall - Director, Learning & Teaching and Judy Brookman - Director of Communications

Current Version Beta

Service Group Production Services

Portfolio Student and Academic Services (Greg Fallon)

Service Description UNSWTV is a digital media management and delivery system for the University of New South Wales. The service facilitates copyright compliance and provides (but is not limited to) the ability to secure digital content to known members of cohorts within the University community. It allows staff and students to easily upload, publish and manage content, including videos, audio and PDFs. UNSWTV allows users to direct content to a variety of publishing outlets, including UNSWTV's own media portal, UNSW channels on You Tube and UNSW's iTunes U sites. UNSWTV is designed (as a dependency) to supply content and to integrate with other TELT and enterprise wide systems at UNSW.

Technical Architecture

\\team-nt\Integrated Infrastructure\Consolidation\S7 Migration\5 Operational documents\Division of the Deputy VC (Academic)\L&T\UNSW TV\Architecture\UNSW TV Technical Architecture 2.0.docx

Technical Design \\team-nt\Integrated Infrastructure\Consolidation\S7 Migration\5 Operational documents\Division of the Deputy VC (Academic)\L&T\UNSW TV\Design\UNSW TV Technical Design - PRODUCTION - 2.4.docx

Service Components

Description

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

UNSW TV Software UNSW TV can be accessed using Student/Staff ID and UniPass at the following web address:

http://telt.unsw.edu.au

The direct URL is:

http://tv.unsw.edu.au

Support details Description

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

9385 1333.

UNSW TV support services

Whilst IT at UNSW provides this service the following pages reflect what other organisational/functional units are involved in delivering and maintaining this service. Supplier management is included if the service relies on a third party.

Level 1 Support: This team is usually the first point of contact for customers to raise IT related issues. This team logs the call that comes in via multiple channels (Phone, Mail, Email, In person, Fax etc.). First level support team tries to perform a quick assessment of the incident or request and attempt to fix the incident or fulfill the request by following simple troubleshooting scripts and ‘cheat sheets’.

Example: Resetting password, Creating accounts.

Level 2 Support: These are dedicated IT support teams responsible for handling non-standard and non-repetitive calls. These teams have a higher skill set and possess greater level of system permissions and technical knowledge in incident solving and request fulfilling than first level support. These teams can also create change tickets to update the underlying infrastructure. First level support escalates calls to second level that they are unable to respond to. Second level support escalates calls to 3rd level support after troubleshooting.

Example: Application Support team, Windows Server Support team

Level 3 Support: These teams are comprised of "experts /specialists" for the specific system that exists within the IT infrastructure / Enterprise. Third level support team assists in resolving and fulfilling more complex incidents and requests which are unable to be resolved by the second level support as well as performing problem and change management.

These teams normally comprise individuals from development, engineering, product management.

Level 4 Support: This support level is normally provided by the “Vendor” of the product. Third level support teams are responsible for the management of the Level 4 support governed by underpinning contract.

Example: Commvault, Microsoft, Dell, HP

UNSW TV Context Diagram

24/04/2012

Service Centre – IT Customer Services

General Description All Incidents and Requests for Service are channelled through the Service Centre. The Service Centre will provide 1st level support and escalate to 2nd level support where necessary.

Detailed Inclusions and Exclusions

Inclusions

• Provide 1st level support for UNSW TV related Incidents and Service Requests • Maintain 1st level UNSW TV documentation and Service Centre scripts • Escalate to 2nd level support when required • Ensure service related information in the CASD tool is accurate

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

Service Management Office – IT Customer Services

General Description The SMO provides general service management overview.

Detailed Inclusions and Exclusions

Inclusions

• Incident and problem management • Provide reports on service requests and incidents • Provide reports against SLA targets • Maintain Service Definition document • Change management • Knowledge management

24/04/2012

Production Services – IT Infrastructure

General Description Provides operational support for the UNSW TV application and supporting environments (i.e. Production, Development and Test/UAT).

Inclusions and Exclusions

Inclusions

• Maintenance of UNSW TV infrastructure • UNSW TV installation, configuration and patching • Database administration and support • Operating System installation, configuration and patching (Linux) • Operational support, monitoring and tuning • Troubleshooting of service • Service restoration • Configuration of host-based firewalls • Migration of software and data • Provide resource utilisation reports and capacity planning information • Maintain 2nd level UNSW TV technical knowledge base • Raise Change Management requests • Escalation to 3rd and level support

L&T@UNSW – DVC-A

General Description L&T@UNSW are one of the joint business owners of UNSW TV and provide pedagogical (business usage) support to the UNSW community for this service.

Inclusion and exclusions Inclusions

• Application administration • End user support • Media support • Troubleshooting of service • Practical applications of technology, exemplars, database of good practice • Training and development • Policy and procedural enquiry support • Maintain 2nd level CASD knowledge base • UAT • Escalation to 4th and level support • Review and approve Changes Orders (CO) using IT Change Management

process for Dev (UNSW) and Production environments • 2nd level support for user authorisation code and LDAP interface

Media & Communications Office – Office of the Executive Director, University Services

General Description The Media and Communications Office are one of the joint business owners of the UNSW TV service. They provide support to the UNSW community for this service.


• End user support for non-pedagogical usage

24/04/2012

Daemon – External Developer

General Description Daemon is the developer and maintainer of UNSW TV.


• Maintenance and development of UNSW TV codebase • Maintenance of the UNSW TV Dev (Daemon) environment • Troubleshooting of service • 4th level support

24/04/2012

Storage & VMware – Delivery Services – IT Infrastructure

General Description Provides administrative support for underlying service infrastructure and availability and disaster recovery support.


Inclusions

• Environment (hardware or virtual) provisioning and support • Operating System installation, configuration and patching (Windows) • Backup of data and system • Restore of data and system • Backup media management (i.e. recall offsite storage) • 3rd level support of hosted environment

Operations Centre and Facilities Management – Delivery Services – IT Infrastructure

General Description Provides operational management of the physical infrastructure and IT at UNSW data centre facility, which supports the delivery of the UNSW TV Service.


Inclusions

• Data Centre management and operations • Monitoring and Reporting

24/04/2012

UNSW TV service RACI matrix

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

RACI 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.

• 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

SMO

Service Centre

Production Services

Storage & V

Mw

are

Learning and Teaching

Media &

C

omm

unications

Functional ownership and Subject Matter Expertise

I C C C A, R A, R Take ownership (business perspective) of the application and provide functional support and subject matter expertise on UNSW TV software.

Technical custodian of the UNSW TV service.

C C A, R A, R C C Technically Accountable for the management of the overall service

Manage the processes of Requests, Incidents and Changes (IMAC*) through to resolution.

A, R R R R R C Manage ITSM processes that promote UNSW TV availability. This includes the provision of process such as change management to protect service integrity.

Provide production support of the UNSW TV service

I C A, R R I I Maintains the UNSW TV service availability.

Provides service reporting A, R R I I C, I C, I Monthly availability reporting based on figures collected from CASD and provided to Service stakeholders.

Authentication and LDAP code management

I I I I A, R I UNSW TV user authentication code developed and maintained by L&T@UNSW

* IMAC – Install, Move, Add and Change

24/04/2012

UNSW TV Service Targets

The service targets described in the following table relate to the UNSW TV service and are managed through the standard priority targets integrated within the CASD ticket management tool.

General Description

Incident Management

All Incidents and Service Requests are channelled 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 2nd level resolver group.

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 initial logging of the incident or request.

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

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

Within 8 standard support hours from the initial logging of the Incident or Service Request.

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.


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.


24/04/2012

UNSW TV Service Level Targets for Hosting(Tier-3)

UNSW TV is a tier-‐3 hosted system with the following support characteristics:

Hosting SLTs for Tier 3

Availability 98.5% availability over a calendar month excluding any planned and pre-arranged outages

Support Monday - Friday, 9am – 5pm AEST. Incident Response: • As per Service Desk response times

Incident Resolution: • As per Service Desk resolution times

On Call: • No on call support outside Monday - Friday, 9am – 5pm AEST

24/04/2012

UNSW TV monitoring, reporting and charging

Monitoring

Nagios Monitoring Disk utilisation 90% warning, 95% critical

CPU Load average

1 min – 8 warning, 10 critical



Number of messages in mail queue.

20 – warning

50 – critical

Memory:

RAM – 95% warning, 98% critical

Swap – 85% warning, 90% critical

NFS home area can be mounted

Syslog messages logged with critical, alert or emergency priorities

Zombie processes

5 – warning

10 – critical

Iptables firewall rules are loaded

Time synchronisation is not lost

Snmp daemon is running

Ssh daemon is running

Syslog client is running

Zlm agent and vas daemons are running

VMware guest daemon is running (for VM clients only)

Host is pinged every 5 minutes

Alert Recipients Linux Team

SCOM Monitoring Http check is performed every 2 minutes.

Alert Recipients n/a

Reporting

Nagios Reports Included Uptime Report

Report Frequency Quarterly

24/04/2012

Reporting

Reports Generated For

Stephen Marshall, Patrick Stoddart, Mary O’Malley, Greg Fallon, Jeanette Patamia, Mark Fortini

SCOM Reports Included Customer End Service Availability reflected in IT KPI Report

Report Frequency Monthly

Reports Generated For

IT @ UNSW Management

Charging

Charging Model IT at UNSW hosted and maintained

Frequency N/A

Service Pricing N/A

unsw tv - service catalogue · example: commvault, microsoft, dell, hp. ... • escalation to 4th...

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