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Desktop & Infrastructure Support

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CCIT is charged with maintaining a highly-available, secure, stable, and cost-effective computing environment in support of and in achievement of the missions and strategies of its clients. Due to the scope of the domain encompassed by desktop and infrastructure issues, support for these issues is crossfunctional and requires the close cooperation of CCIT’s team members.

 

CCIT is committed to providing timely and comprehensive solutions to desktop and infrastructural issues in a manner proportional to business need and potential or actual business impact.

The following chart defines how CCIT prioritizes and responds to desktop and infrastructure support requests.

Severity Levels

Critical

Description

This is the highest level of severity and should only be assigned to issues that require immediate attention because they threaten business critical processes, involve major outages, or pose major safety and security issues.

Criteria

A critical issue is one which satisfies any of the following criteria:

  • Undermines business critical processes essential to the mission of the organization.
  • Prevents the effective use of any major service.
  • Seriously affects a substantial number of computer users.
  • Poses a major threat to information security.
  • Might severely impact the reputation of the organization.
  • In the judgment of CCIT staff members, this level of severity is warranted.

Examples

  • Hardware failure disrupting activities of essential system or time-sensitive and business critical activities.
  • Information security vulnerability posing risk to access, integrity, or confidentiality of organization.

Service Level Targets

Within or outside of normal business hours:

  • Acknowledgement: The problem should be acknowledged immediately. Appropriate support personnel should be contacted immediately. CCIT management and senior management of The College should be notified immediately.

  • Assessment: The problem should be assessed within one hour of being reported. All affected parties, CCIT management, and the senior management of The College should be notified of the assessment and the expected time of resolution.

  • Resolution/Mitigation: Critical problems should be resolved or mitigated within two hours.

    All necessary resources will be re-allocated to resolve the issue. This may, in turn, affect CCIT’s ability to meet other defined service level targets. In such cases, reasonable attempts will be made to manage expectations and communicate new expected times of resolution.

Appropriate Request Submission Interfaces

Web & Phone

Major

Description

Major issues are those that pose a serious impact to business processes if not addressed quickly.

Criteria

A major issue is one which satisfies any of the following criteria:

  • Prevents the effective use of any service and affects a substantial number of computer users.
  • Disrupts the activities of a substantial number of computer users and no work around exists.
  • Poses a minor threat to information security.
  • Might possibly impact the reputation of the organization.
  • Creates very serious implications for an individual user.
  • In the judgment of CCIT staff members, this level of severity is warranted.

Examples

  • System unavailable to a percentage of the organization’s users.
  • Failure disrupting activities of a functional area.
  • Inability of user to access essential piece of information.

Service Level Targets

Within or outside of normal business hours:

  • Acknowledgement: The problem should be acknowledged immediately. Appropriate support personnel should be contacted immediately. CCIT management should be notified immediately.

  • Assessment: The problem should be assessed within two hours of being reported. All affected parties and CCIT management should be notified of the assessment and the anticipated time to resolution.

  • Resolution/Mitigation: The problem should be resolved or mitigated within four hours.

    All necessary resources will be re-allocated to resolve the issue. This may, in turn, affect CCIT’s ability to meet other defined service level targets. In such cases, reasonable attempts will be made to manage expectations and communicate new expected times of resolution.

Appropriate Request Submission Interfaces

Web & Phone

Normal

Description

This represents the ‘typical’ problem, and should be the most frequently assigned level of severity.

Criteria

An issue which satisfies any of the following criteria:

  • Prevents the use of any fully supported service or application by an individual.
  • Disrupts the activities of a substantial number of computer users, but a work around exists.
  • Inconveniences the activities of a substantial number of computer users.
  • Might imply a minor threat to information security.

Examples

  • Monitor/LCD screen is dead
  • Computer won’t boot
  • Software installation when software is critical to job responsibilities
  • File system quota exceeded
  • Shared network printer down

Service Level Targets

During normal business hours:

  • Acknowledgement: The problem should be acknowledged within four hours.

  • Assessment: The problem should be assessed within one business day of being reported. The effected parties should be notified of the assessment and the expected time of resolution.

  • Resolution/Mitigation: The problem should be resolved or mitigated within one to two business days.

Appropriate Request Submission Interfaces

Web & Email

Minor

Description

An issue creating minor business impact as it does not threaten or impact productivity.

Criteria

An issue which satisfies any of the following criteria:

  • Causes inconvenience to an individual
  • Any problem in a “limited support” category

Examples

  • CD-Drive non-functional
  • Mouse is jumpy on the screen
  • Questions regarding application features
  • Installation of most peripheral devices

Service Level Targets

During normal business hours:

  • Acknowledgement: The problem should be acknowledged within one business day.

  • Assessment: The problem should be assessed within one to two business days. The effected parties should be notified of the assessment, and the expected time of resolution.

  • Resolution/Mitigation: The problem should be resolved within three to five business days.

Appropriate Request Submission Interfaces

Web & Email

Enhancement

Description

Enhancements are those issues that have little to no business impact and do not materially affect productivity.

Criteria

  • All issues that do not fall into the above described levels of severity.

Examples

  • Installations of software peripheral to business functions
  • Cosmetic enhancements (e.g. desktop settings, browser settings, and favorites)

Service Level Targets

  • Acknowledgement: The problem should be acknowledged with one to two business days.

  • Assessment: The problem should be assessed within one week. The effected parties should be notified of the assessment, and the expected time of resolution.

  • Resolution/Mitigation: The problem will be assigned the least priority, and therefore, no definite resolution date. However, best efforts will be made to assist the user within one week.

Appropriate Request Submission Interfaces

Web & Email