The purpose of this document is to define how ITS serves stakeholders and maintains the systems and services. This framework is used to strike a balance between customer responsiveness and traceability. This document is a “rolling plan” that will be reviewed and updated annually.
This framework changes ITS’ approach to servicing our stakeholders. The fundamental difference is to encourage collaborative working among ITS staff and with our stakeholders. A service ticket will not be a pre-requisite to addressing issues and requests, but to record the non-operational changes for traceability.
This framework covers all aspects of ITS support including:
This document is to be used by the following audiences:
The following are Inputs/Requirements for the ITS customer support framework:
The following are Outputs/Results from the ITS customer support framework:
Below are the templates, guides, codes/scripts, forms etc. referenced in this SOP
The following are descriptions for the definition and classification of the ITS service categorization
Table 1:Definition
Tier 0
Foundational
IT infrastructure
Critical systems dependent on infrastructure
4 hours
Tier 1
Mission Critical
Essential to the survival of the organization
Critical student, staff and faculty facing services. No Alternative manual processing capability exists
Tier 2
Critical
Critical in accomplishing the work of the organization
Can be performed manually for one to two days
12 to 24 hours
Tier 3
Important
Important in accomplishing the work of the organization
Can be performed manually extended period of time. Viable alternatives exist
Must be restored aligned to business cycle
Tier 4
Non-Critical
No significant impact on business operations
Services will be shut down and be restored as required and/or when resources are available
Best effort
Table 2:Classification
Storage, Servers, Network, Internet, Wireless, Phone System
Office 365, Seneca Website, Blackboard, Student System, CE Registration, Payroll System, Single Sign On, Middleware, MyApps
Printing, One Card, Finance System, Eloqua, Academic Clusters
Budget Display, Hyperion Planning, Infosilem Scheduling, Library System
All other services
Currently, operational issues are managed using service tickets. Moving forward, service tickets are recommended only for external stakeholder facing requests. (DevOps teams will use the product backlog for tracking outstanding / pending work).
Note: Tickets should not be the pre-requisite for servicing internal ITS requests
Note: For traceability purposes, the ITS support staff may create a ticket using the email request received. If the request is urgent, the staff may complete the request first and then create a ticket.
Table 3:How to handle operational changes for the different service categories
All requests
Ticket
Collaborative, Ticket on completion for tracking purposes
Collaborative & Incident Report for outages
DevOps / Ticket
Collaborative
Collaborative, Incident Report for outages
Consult manager
Note: Adherence to SLA directly impacts our KPI
Table 4: Response SLA
First response should happen within 4 hours of receiving the request. Daily follow up to be done with the stakeholder until request completion.
Same as above
Respond within 1 working day; Once in 2 days follow up with the stakeholder until completion
Respond within 1 working day; once a week follow-up with the stakeholder until completion
Respond within 2 working days; once a week follow-up with the stakeholder until completion
Standard changes are regular operational changes that have been implemented in production. These will be tracked using tickets and seek approval where required.
Note: Standard Change RFCs are no longer required for standard changes.
A list of approved standard changes is attached in Appendix - A. This list will be maintained and updated on an ongoing basis. ITS staff will work with their respective Manager / Director to add/update the standard change list.
All other changes will be tracked using either planned RFCs or eRFCs. There is no change to the planned RFCs and eRFCs procedures.
Table 5: Planning and testing of planned RFCs and eRFCs changes
3 weeks prior
Mandatory testing of all mission critical applications
2 weeks prior
May be. Depends on the application as determined by the Directors
1 week prior
Not required
For example: If a service has full failover and redundant capability, change to this service can be implemented outside of the maintenance window provided that there is no outage to the service to end users.
When implementing a change for the first time; the ITS support staff will follow the regular RFC process. Once established, it can be updated as a standard change and tracked through a ticket. Details below:
Table 6: Change implementation and communication
- Only within the maintenance window (unless agreed otherwise with business stakeholders)
- Stakeholders should be engaged to determine the appropriate date/time during the planning phase. This communication should be considered a reminder rather that first notification of the planned change
- Targeted and personalized communication to each stakeholder 48 hours before the implementation detailing implication to their operation
- Targeted and personalized communication to each stakeholder 24 hours before the implementation detailing implication to their operation
- Any time
- 24 hours advanced notice to affected stakeholders
Any time
The following table provides the details when managing such escalation.
Table 7: Managing service outages
24 x 7 Immediate support to wide spread outages, escalations from SEC, cyber security breach
Prioritized support on the following working day
For widespread outages to Tier-0 and 1 services as defined in Table-7, the following procedure will be adopted.
Note: Please note that this is only the communication bridge. The technical team members will have their own bridge for problem resolution. Each team will use their respective Supervisor / Manager / Director’s Skype bridge)
The approach that is taken to identify and control / prevent any threat and or risk to Seneca’s ITS Services when performing ITS customer support.
(None)
Imaging Labs E-classrooms and Computing Commons
Computer Imaging
Re-Image labs and classrooms
Blocking Malicious IP address/URL
Block IP/Site FW
Block malicious IP address/URL internally from Seneca’s network or externally from Seneca’s network
Allowing Access through an existing firewall rule
Existing FW Rule
Allow a user or network device through the firewall/VPN on an existing rule
Virtual Machine Provisioning
VM Provisioning
Virtual Machine Creation/Provisioning
Resource Change to VMs
VM Resource Change
Allow resources to be changed to existing virtual machines that may be a result of a performance enhancement or new requirement
Replacing failed hard drive in SAN storage systems
SAN Failed Disk
Replace failed disks in various Storage Area Network (SAN) systems (NetAPP, Hitachi, HP etc.)
TrendMicro Client Installation
TrendMicro Client
Trend Micro Deep Security client installation
CommVault Client Installation
CommVault Client
CommVault client installation
Updating Network Licenses for Software
Software Lic. Update
Academic network application license renewal
OpenCMS Content Changes
OpenCMS - CE Website
OpenCMS content changes
Holiday Greeting Scripts for the Main College
UnityHolidayGreeting
Update Holiday Greeting Scripts for college
FCE Hold Message
Unity FCE Hold Msg
Update Continuing Education Studies greeting scripts
Create VPN Account
Provide VPN access on the Enterprise or Data Centre VPN appliance (Palo Alto firewall)
Infobox DHCP Change
Infoblox DHCP
Changes or updates to Infoblox DHCP appliance
Add PortGroup
Create a new port group on a virtual switch (standard or distributed) for the VMware ESXi
Update an Existing Image
Image Update
Update academic lab/classroom images
Add SCOM Client
SCOM Client
SCOM client installation
SQL updates for PeopleSoft
PS SQL Script
SQL targeted data updates for PeopleSoft in the production environment
Switch Port Change
Add or change an existing user access switch-port virtual local area network (VLAN) configuration the specified VLAN ID number
Replace Redundant Power Supply
Network Power Supply
Replace any network device with dual power supply due to failure and/or capacity upgrade
PeopleSoft Query Changes
PS Query
Implement PeopleSoft queries for data extraction for reporting purposes
Java Application Bug Fix
Java App Bugfix
Apply bug fixes to a java application in the production environment
PeopleSoft Bugfix
PS App Bugfix
Apply bug fixes to PeopleSoft code in the production environment
PeopleSoft Security Roles
PS Security Roles
Apply minor changes requested from business teams that requires the PeopleSoft security team to implement the changes in a targeted production environment
FootPrints Roles and Fields
FP Roles and Fields
Configuration change for bugfixes or enhancements to User Roles; Field Maintenance/Dependencies (new service); Status; Priority
FootPrints Email Filters
FP Email Filters
Improve email ticket creation and revoke spam and domains that are not required in FootPrints
VoIP Logo
VoIP Background Logo
Create a temporary VoIP logo for monthly use (i.e.: CyberSecurity) and deploy temp VoIP phone logo and revert back to standard VoIP logo to all IP Phones college wide
My.Seneca Course Removal
BB Course Removal
My.Seneca System will be modified to remove the oldest courses so that the system maintains 4 semesters of data
Call Centre Scripts
Create and deploy revised call centre scripts and revert back to the original backed up script across all business departments college wide
PeopleSoft Minor Configuration Change - HR
PS-HR Minor Config
Configuration for a bugs or enhancements in PeopleSoft HCM
Sumo Logic log aggregator
Sumo Logic Sources
Configure a Seneca server or service to forward logs to the Sumo Logic log aggregator
Hyperions and BI
BI Artifact
Hyperion Artifact
Deploy the changed BI/Hyperion Artifacts (Forms, Reports, Scripts) from BI/Hyperion Test /UAT environment to BI/Hyperion Production environment
Add VLAN to HP VirtualConnect
HP VC Add VLANS
Configure HP VirtualConnect (FlexFabric) internal switch in HP C7000 Chassis to create new VLAN in the switch and add the VLAN to port of the blades
Add LUN to vCenter
Add New LUN vCenter
Add new LUN(s) to storage cluster on vCenter
Create LUN on HPSAN
Create LUN HP SAN
Create new LUN(s) on HPSAN storage and grant access to client systems that requires access to use this new LUN(s)
Create LUN on NetAPP
Create LUN NETAPP
Create new LUN(s) on NetAPP storage and grant access to client systems that require access to use this new LUN(s)
Create Virtual Server /Pool/ Node on {URL-Solution} F5 BigIP
F5 Add VS/Pool/Node
Provide a Public/Internal access to our new solution/URL with load balancing mechanism and SSL Offloading for them and to Add the Nodes/Pool and Virtual Server/SSL to the F5 BigIP Appliance
Adding Services to ADFS
ADFS Configuration
Configure a relying party trusty entry and claims rule within our SSOFS 3rd party Active Directory Federation Services (ADFS) 2.0 infrastructure
Adding Microsoft SQL Instance
MS SQL Instance
MS SQL Instance installation (either cluster or standalone) to be used for new or to be migrated database(s)
Install Hotfix / Service Pack for Data Center Applications
Solarwinds Hotfix/SP
Sumologic Hotfix/SP
TrendMicro Hotfix/SP
CommVault Hotfix/SP
SCOM Hotfix/SP
Applying hotfix/update for the following Data Center applications:
Trend Micro Deep Security
Trend Micro Office Scan
Trend Micro Control Manager
CommVault
Sumologic
SCOM
Solarwinds
Add VLANs to SCVMM
SCVMM Add VLAN
Add new VLAN(s) on System Center Virtual Machine Manager (SCVMM) for Hyper-V hosts
Windows Updates
Install the latest updates or hotfixes on Seneca’s Windows servers
Creating and/or deleting VLANs on switches and routers
VLAN Add/Remove
Create and/or delete a virtual local area network (VLAN) configuration on network switches and routers
NAT Add/Remove
Create a network address translation (NAT) policy on a firewall
Router/Switch Software Updates
Router/Switch Update
Upgrade network router/switch software to provide performance, reliability and security improvements
RFCs
Request for Change
eRFCs
Emergency Request for Change
SLA
Service Level Agreement
KPI
Key Performance Indicator
SEC
Senior Executive Committee
Note: A downloadable PDF is available: Customer support framework
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