Requests for new
hosting or co-located services should be directed to the Dean of Instructional
and Information Technology (ssachs@nvcc.edu).
Customers should
report problems regarding hosted or co-located services should be directed to
the IT Help Desk. All reported problems
shall be assigned a help desk activity number and shall be referred to the appropriate
personnel to fix the problem.
NVCC IT Management
or IT Staff may directly contact the appropriate Network Services personnel or
may open a help desk activity and refer the activity to the appropriate Network
Services work queue
NVCC Network Services
personnel shall be on site and available for Hosting Services support Monday
through Friday 8:30 AM to 5:00 PM.
NVCC Network
Services personnel shall be available via pager and/or cellular phone 24x7x365.
Requests may be
logged by contacting the IT Help Desk during its normal business hours
A
maintenance window will occur the first and third Friday nights each month
beginning at 10:30 PM lasting until 6:00 AM on Saturday. During this maintenance window any hosted
services may be brought down as needed without prior notification to the
customer
MS
Exchange
MS
Exchange Conferencing Server
MS
Internet Information Server
MS
SQL Server
Oracle
Blackboard
MS
Document Management Services
MS
Media Services
Cisco
Call Manager
Unity
Voicemail Server
Enterprise
Interaction Center
Cisco
IVR Services
MS
OLAP Services
MS
Active Directory Management
ILS
Service
DNS
and WINS Services
New requests for co-location of servers in the NVCC computer room shall be reviewed by the Network Services Manager, IT Help Desk Manager, Director of TSS, and Dean of IT
All
requests shall be logged in the Help Desk database
All
Help Desk Database entries shall be updated in a timely manner
All
upcoming events that has to potential to affect multiple users shall be logged
on the Help Desk database whiteboard
An
internal Policies and Procedures manual shall be maintained and followed
At
least one MS Certified DBA (MCDBA) shall work towards MS DBA certification.
At
least three engineers shall work towards MS MCSE certification
At
least three engineers shall work towards Cisco Certified Network Professional
(CCNP) certification
Dual
power connections on each server
Each
server power connection to be connected to a different UPS
Generator
power to back up commercial power services
Dual
Network connections on each server
Redundant
switches connected to VCCS maintained WAN
Where
feasible, a secondary connection to the Internet (future)
Where
possible, servers shall be clustered so that a hardware failure, other than
shared disk drives, will not impact services for more than 5 minutes
All
disk sets shall be set up in a redundant mode, either RAID 5 or a mirrored
configuration
At
least one spare of each piece of network equipment will be kept on hand
All
key network components will be kept under manufacturers warrantee
A
Full backup of all directories containing data shall be completed every weekend
An
incremental backup of all directories containing data shall be completed every
night, other than nights in which a full backup is performed
The
Network Services Manager shall approve a list of all directories that are not
backed up
At
least one set of backup tapes no older than one month shall be maintained in a
secure location off site
All
data on servers in the TSS area of the computer room will be included in these
backup requirements.
TSS
is not responsible for backing up any server outside the NVCC central computer
room
List
of all directories on servers in the central computer room that are not backed
up shall be generated every semester
For
problem reports, Network Services Staff shall abide by the Priorities set by
the IT Help Desk escalation scheme
For
new projects, Network Services Staff shall abide by the Priories set by the
Network Services Manager, who in turn will have priorities set by the Director
of Technical Support Services and the Dean of IT
Customers
shall be notified within 30 minutes of a network service outage
Critical
Services will have an availability of 95% or better over a one-year period
January to January
Critical
Services include Email, Web, Database, and Academic Services
Services
not listed as critical shall have an availability of 90% or better over a
one-year period January to January
Latency
of the NVCC Computer Center network will be 120ms or less
All
metrics shall be reported at least yearly in January
The Central Hosting
Services SLA if valid from 1/1/01 to 1/1/02 and it is subject to review each semester.
The Network
Services Manager is responsible for issues relating to this SLA and may be
contacted at (703) 323-3278 or asinner@nvcc.edu. Issues not resolved by the Network Services
Manager will be escalated in turn to the Director of Technical Support Services
and the Dean of IT.
The customer
representatives for issues relating to this portion of the TSS SLA are the TLTR
committee chairs, Information Technology Committee, LRS Working Group, and the
IT Implementation Committee.
The IT Help Desk can be contacted by any of the following methods:
Phone: (703) 426-4141
FAX: (703) 323-3796
Email: ithelpdesk@nvcc.edu
Web: http://www.nvcc.edu/ithelpdesk
The Help Desk is open during the following hours
Monday - Friday: 8:00AM - 9:00PM
Saturday: 8:00AM - 5:00PM
Outside open hours, emergency contact can be made by calling the IT Help Desk and choosing the option to page the technician on call (future)
Workstation software problem repair
Workstation hardware repair
Network problem repair
Telephone
service request
Mainframe connectivity
The Help Desk supports all the software covered by the Hosting Services SLA including the following:
MS Office including the following:
Word
Excel
PowerPoint
Access
Project
MS Windows Operating
Systems, including the following:
Windows95
Windows98
Windows NT
Windows 2000
Windows ME
Windows XP (when
implemented)
Blackboard
Outlook
Proxy Servers
Front Page
Dreamweaver
New software versions not yet adopted at the College.
Software versions more than two revision levels behind the release
currently available at the College.
User provided personal software.
All
requests shall be logged in the Help Desk database
All
Help Desk Database entries shall be updated in a timely manner
All
upcoming events that has to potential to affect multiple users shall be logged
on the Help Desk database whiteboard
An
internal Policies and Procedures manual shall be maintained and followed
All
full time and part time help desk personnel shall work towards certification as
help desk support professionals
All
help desk staff shall become proficient in MS Office and Windows desktop
operating systems
All
help desk personnel shall work towards MS MCP certification implementing and
supporting the latest operating system used at the college
All help desk personnel shall work towards MS Microsoft Office User Specialist (MOUS) certification at the Expert level
The
Customer Support Manager shall work towards Help Desk Manager certification
A
list of customer contacts on the campus shall be maintained in order to notify
them by phone in the event of a network failure
A
list of NVCC IT Staff contact information, including home phone, pager, and
cellular phone numbers, shall be maintained for ease of communication during an
emergency
A priority scheme will be applied to all calls taken by the Help Desk according to the following criteria:
Priority Level Definition Response Time
1 Affects Multiple People significantly 5 Minutes
2 Affects a small number of people significantly 10 Minutes
3 Affects Multiple People, but work can still be performed 30 Minutes
4 Affects a small number of people, but work can still be performed 4 hours
With reference to the priority scheme, the Help Desk will respond according to the stated response times to the best of its ability, and not below the following thresholds:
Priority Level Threshold
1 95%
2 90%
3 80%
4 75%
For calls placed by telephone, the following shall apply:
All calls shall be answered within 30 seconds.
Call abandonment rate shall be below 5%.
First contact resolution rate shall be 75% or better.
Customer
survey satisfaction rate shall be 80% or better.
The IT Help Desk
Services SLA if valid from 1/1/01 to 1/1/02 and it is subject to review each
semester.
The Customer
Service Manager is responsible for issues relating to this SLA and may be
contacted at (703) 323-3278 or vrivera@nvcc.edu
. Issues not resolved by the Customer
Service Manager will be escalated in turn to the Director of Technical Support
Services and the Dean of Instructional and Information Technology.
The customer
representatives for issues relating to this portion of the TSS SLA are the TLTR
committee chairs, Information Technology Committee, LRS Working Group and the
IT Implementation Committee.
Requests for
network services support from NVCC IT Management or Staff should be directed to
Network Services Manager (asinner@nvcc.edu
).
Customers should
report problems regarding network services to the IT Help Desk. All reported problems shall be assigned a
help desk activity number and shall be referred to the appropriate personnel to
fix the problem.
NVCC IT Management
or IT Staff may directly contact the appropriate Network Services personnel or
may open a help desk activity and refer the activity to the appropriate Network
Services work queue
Prioritization of
network services support requests shall be determined by the network services
manager. Questions or concerns about
the prioritization of network services support should be directed in turn to
the Director of Technical Support Services (lballard@nvcc.edu ) and the Dean of
Instructional and Information Technology (ssachs@nvcc.edu
).
NVCC Network
Services personnel shall be on site and available for Hosting Services support
Monday through Friday 8:30 AM to 5:00 PM.
NVCC Network
Services personnel shall be available via pager and/or cellular phone 24x7x365.
Requests may be
logged by contacting the IT Help Desk during its normal business hours
Cisco
routers and switches
MS
ISA Firewalls
MS
and Cisco RAS services
MS
Servers listed under hosted services supported
Cisco
Voice over IP Services
Veritas
Backup Exec tape backup software
Microsoft
client operating systems Windows95 and later
Token
Ring and Ethernet (10,100, Gigabit) network infrastructure
MS
Active Directory Schema maintenance and account creation and deletion
OpenView/Cisco
CWSI SNMP Network Monitoring
Dell
and Compaq server hardware
Network
Associates Virus Software
MS
Systems Management Server
All
requests shall be logged in the Help Desk database
All
Help Desk Database entries shall be updated in a timely manner
All
upcoming events that has to potential to affect multiple users shall be logged
on the Help Desk database whiteboard
An
internal Policies and Procedures manual shall be maintained and followed when
working with Network Services
At
least one engineer shall work towards DBA certification.
At
least three engineers shall work towards MS MCSE certification
At
least three engineers shall work towards Cisco Certified Network Professional
(CCNP) certification
At
least three engineers shall be certified on the Cisco VoIP phone system
Network Services staff shall keep on hand spares for all critical network and server devices. A list of parts to be kept as spares shall be maintained and advertised to the ITIC.
Network Services staff shall be available by cell phone and/or pager to assist campus IT staff during an emergency on a 24x7x365 basis.
All
network services shall use redundant equipment where financially feasible
For
problem reports, Network Services Staff shall abide by the Priorities set by
the IT Help Desk escalation scheme
For
new projects, Network Services Staff shall abide by the Priories set by the
Network Services Manager, who will in turn will have priorities set by the
Director of Technical Support Services and the Dean of Instructional and
Information Technology.
NVCC
will strive for 120ms of latency between network closets on a given campus
Though
not guaranteed, inter-campus latency is expected to be no more than an
additional 120ms
Customers
will have response times of 3 seconds or less during working hours 90% of the
time accessing services on the same campus
All
metrics shall be reported at least yearly in January
The Network
Services SLA if valid from 1/1/01 to 1/1/02 and it is subject to review each
semester.
The Network
Services Manager is responsible for issues relating to this portion of the SLA
and may be contacted at (703) 323-3278 or asinner@nvcc.edu
. Issues not resolved by the Network
Services Manager will be escalated in turn to the Director of Technical Support
Services and the Dean of Instructional and Information Technology.
The customer
representatives for issues relating to this SLA are the TLTR committee chairs,
Information Technology Committee, LRS Working Group, and the IT Implementation
Committee.
Requests for new
telecommunications services support from NVCC IT Management or Staff should be
directed to the IT Help Desk.
Customers should
report problems regarding telecommunications services to the IT Help Desk. All reported problems shall be assigned a
help desk activity number and shall be referred to the appropriate personnel to
fix the problem.
NVCC IT Management
or IT Staff may directly contact the NVCC Telecommunications Engineer or may
open a help desk activity and refer the activity to the Telecommunications
Engineer's help desk queue
The network
services manager shall determine prioritization of telecommunications support
requests. Questions or concerns about
the prioritization of network services support should be directed in turn to
the Director of Technical Support Services (lballard@nvcc.edu) and the Dean of
Instructional and Information Technology (ssachs@nvcc.edu).
NVCC Network
Services personnel shall be on site and available for Hosting Services support
Monday through Friday 8:30 AM to 5:00 PM.
NVCC Network
Services personnel shall be available via pager and/or cellular phone 24x7x365.
Requests may be
logged by contacting the IT Help Desk during its normal business hours
Cisco
Voice over IP Services
Unity
Voicemail Systems
Televantage
IP PBX systems
Enterprise
Interaction Center ACD system
Mitel
PBX
Verizon
Centrex Services
All
requests shall be logged in the Help Desk database
All
Help Desk Database entries shall be updated in a timely manner
All upcoming events that has to potential to affect multiple users shall be logged on the Help Desk database whiteboard
An internal Policies and Procedures manual shall be maintained and followed when working with telecommunication services
At
least three engineers shall work towards Cisco VoIP phone system certification.
Network Services staff shall keep on hand spares for all critical network and server devices. A list of parts to be kept as spares shall be maintained and advertised to the ITIC.
Network
Services staff shall be available by cell phone and/or pager to assist campus
IT staff during an emergency on a 24x7x365 basis.
All
Telecommunication services shall use redundant equipment where financially
feasible
For
problem reports, Network Services Staff shall abide by the Priorities set by
the IT Help Desk escalation scheme
For new projects, Network Services Staff shall abide by the Priories set by the Network Services Manager, who in turn will have priorities set by the Director of Technical Support Services and the Dean of Instructional and Information Technology.
All requests will be processed and delivered to the
contractor for processing within 5 working days
All contractor completion times are estimates and are not guaranteed
New phone services usually take two weeks for telecom contractors to begin work
Traffic
studies shall be performed on voice trunks at least once yearly
Number of telecommunications request per month shall be
tabulated yearly and listed by category of request
All metrics shall
be reported at least yearly in January
The
Telecommunication Services SLA if valid from 1/1/01 to 1/1/02 and it is subject
to review each semester.
The Network
Services Manager is responsible for issues relating to this SLA and may be
contacted at (703) 323-3278 or asinner@nvcc.edu. Issues not resolved by the Network Services
Manager will be escalated in turn to the Director of Technical Support Services
and the Dean of Instructional and Information Technology.
The customer
representatives for issues relating to this portion of the TSS SLA are the TLTR
committee chairs, Information Technology Committee, LRS Working Group), and the
IT Implementation Committee.
Requests for IT
security services from NVCC IT Management or Staff should be directed to NVCC
IT Security Analyst (rdotson@nvcc.edu).
Customers should
report problems regarding IT Security to the IT Help Desk, or alternatively, to
the IT Security email accounts abuse@nvcc.edu
or itsecurity@nvcc.edu. All reported problems shall be assigned a
help desk activity number and shall be tracked in the IT Help Desk database
The NVCC IT
Security Analyst shall determine prioritization of IT Security support
requests. Questions or concerns about
the prioritization of network services support should be directed in turn to
the Director of Technical Support Services (lballard@nvcc.edu) and the Dean of
Instructional and Information Technology (ssachs@nvcc.edu).
NVCC Network
Services personnel shall be on site and available for IT Security support
Monday through Friday during business hours.
NVCC Network
Services personnel shall be available via pager and/or cellular phone 24x7x365.
Requests may be
logged by contacting the IT Help Desk during its normal business hours
Vulnerability
assessment services
Virus
update management
Physical
security assessment
IT
Disaster recovery plan
Account
management
Digital
signature certification authority
Event
log monitoring
Firewall
& proxy server management
Security
incident response
Tape
backup services monitor
IT
Security Plan
All
requests shall be logged in the Help Desk database
All
Help Desk Database entries shall be updated in a timely manner
All
upcoming events that has to potential to affect multiple users shall be logged
on the Help Desk database whiteboard
An
internal Policies and Procedures manual shall be maintained and followed when
working with IT Security Services
The
IT Security Analyst shall work towards CISSP certification
IT
Security Analyst shall maintain the NVCC IT Disaster Recovery Plan
IT
Security shall be full tested at least once per year
At least one set of computer room backup tapes, no more than one month old, shall be maintained in an off site fire safe
For
problem reports, Network Services Staff shall abide by the Priorities set by
the IT Help Desk escalation scheme
For new projects,
Network Services Staff shall abide by the Priories set by the Director of
Technical Support Services, who in turn will have priorities set by the Dean of
Instructional and Information Technology.
Number
of security and virus incidents shall be tabulated by category of incident
Security Test results shall be obtained and reported yearly
All
metrics shall be reported at least yearly in January
The Security
Services SLA if valid from 1/1/01 to 1/1/02 and it is subject to review each
semester.
The NVCC IT
Security Analyst is responsible for issues relating to this portion of the SLA
and may be contacted at (703) 323-3278 or rdotson@nvcc.edu. Issues not resolved by the NVCC IT Security
Analyst will be escalated in turn to the Director of Technical Support Services
and the Dean of Instructional and Information Technology.
.
The customer
representatives for issues relating to this SLA are the TLTR committee chairs,
Information Technology Committee, LRS Working Group, and the IT Implementation
Committee.
Requests for IT
procurement or contract management services from NVCC IT Management or Staff
should be directed to NVCC IT Procurement Analyst (jzilczer@nvcc.edu).
Customers should
report problems regarding IT procurements or contracts to the IT Help
Desk. All reported problems shall be
assigned a help desk activity number and shall be tracked in the IT Help Desk
database.
The NVCC IT
Procurement Analyst shall determine prioritization of IT Security support
requests. Questions or concerns about
the prioritization of IT procurement or contract management services support
should be directed in turn to the Director of Technical Support Services (lballard@nvcc.edu) and the Dean of
Instructional and Information Technology (ssachs@nvcc.edu).
NVCC Network
Services personnel shall be on site and available for Hosting Services support
Monday through Friday during business hours.
NVCC Network
Services personnel shall be available via pager and/or cellular phone 24x7x365.
Requests may be
logged by contacting the IT Help Desk during its normal business hours
IT
Procurement Services
NVCC
Central IT Contract Management
All
requests shall be logged in the Help Desk database
All
Help Desk Database entries shall be updated in a timely manner
All
upcoming events that has to potential to affect multiple users shall be logged
on the Help Desk database whiteboard
An
internal Policies and Procedures manual shall be maintained and followed
The
IT Procurement Analyst shall work towards Certified Associate Contracts Manager
(CACM) certification.
Maintenance
agreements shall be maintained on all critical network and telecommunications
equipment
Spares
shall be maintained on all critical network and telecommunications equipment
where financially feasible
A
list of vendor contact information shall be maintained to insure quick part
replacement
Copies
of all software licenses shall be given to Media Processing
The
IT Procurement Analyst shall maintain a list of serial numbers
The NVCC IT Procurement Analyst shall abide by the priories set by the
Director of Technical Support Services, who in turn will have priorities set by
the Dean of
Instructional and Information Technology.
Metrics &
Reports.
Shall
tabulate actual expenditures per expenditure category
Shall
compile a list of IT related contracts that will likely be used by college
personnel to purchase IT products
All
metrics shall be reported for each fiscal year
The IT Procurement
and Contract Management Services SLA if valid from 1/1/01 to 1/1/02 and it is
subject to review each semester.
The NVCC IT
Procurement Analyst is responsible for issues relating to this SLA and may be
contacted at (703) 323-3278 or jzilczer@nvcc.edu. Issues not resolved by the IT Procurement
Analyst will be escalated in turn to the Director of Technical Support Services
and the Dean of Instructional and Information Technology.
.
The customer
representatives for issues relating to this portion of the TSS SLA are the TLTR
committee chairs, Information Technology Committee, LRS Working Group, and the
IT Implementation Committee.
The IT Management
Services SLA if valid from 1/1/01 to 1/1/02 and it is subject to review each
semester.
The Director of
Technical Support Services is responsible for issues relating to this SLA and
may be contacted at (703) 323-3278 or lballard@nvcc.edu. Issues not resolved by the Director of
Technical Support Services will be escalated to the Dean of IT.
The customer
representatives for issues relating to this portion of the TSS SLA are the TLTR
committee chairs, Information Technology Committee, LRS Working Group, and the
IT Implementation Committee.
Requests for IT
management services from NVCC IT Management or Staff should be directed to
Director of Technical Support Services (lballard@nvcc.edu).
The Dean of
Instructional and Information Technology shall determine prioritization of IT
management services requests. Questions
or concerns about the prioritization of IT procurement or contract management
services support should be directed in turn to the Director of Technical
Support Services (lballard@nvcc.edu)
and the Dean of IT (ssachs@nvcc.edu).
NVCC IT Management
personnel shall be on site and available for Hosting Services support Monday
through Friday during business hours
Project
cost estimates using MS Excel Spreadsheets
Presentations
using MS PowerPoint
Coordination
of IT Staff training
Writing
and review of IT Policies and Procedures
All project plans shall be tracked using MS Project and signed off by appropriate management before work begins
An internal Policies and Procedures manual shall be maintained and followed when working with Hosted services
IT
Management Services personnel shall work towards proficiency designing systems
using all appropriate Microsoft and Cisco Products
IT
Management Services personnel shall work towards MS Certified Systems Engineer
(MCSE) certification
IT
Management Services personnel shall work towards Cisco Certified Network
Professional (CCNP) certification
IT
Management Services personnel shall work towards Help Desk Management
Certification
Proficiency
with MS Project, MS Excel, and MS PowerPoint
All
IT planning should minimize single points of failure
A
minimum of three IT staff should be trained in each critical skill
For new projects,
TSS IT Management Personnel shall abide by the Priories set by the Dean of
Instructional and Information Technology.
A
baseline project shall be maintained and compared to project progression and
final outcome of the project
All
metrics shall be reported at least yearly in January