Corporate Information Systems Operational Support
Description of Service
Operational support for Corporate Information Systems (CIS, uBASE, Facility etc), including the maintenance of the necessary software infrastructure, and the physical operation of computer processes associated with these systems.
Client Groups/Eligibility for Services
All users of Corporate Systems.
Provider Responsibility
- To provide and support a scheduling system.
- To monitor and maintain the technical integrity of the Corporate Systems database(s).
- To provide and maintain different environments for installing, developing, testing and live running of the Corporate Systems software.
- To support and maintain the Corporate Data Model (CDM) used by the reporting system in order to make the data on the database(s) available for reporting with the agreed levels of timeliness.
- To report known problems with wide impact to users through the appropriate mailing list(s).
User Responsibility
- To notify CiCS in advance of jobs that are likely to have a heavy processing load, and to schedule these jobs with agreement from CiCS.
Availability of Service
24 hours a day 7 days a week, apart from backup of the Corporate Systems computers 21.30-22.00 each Friday.
Service Statistics/Outputs
Computer logs.
Scheduler logs.
Service Measures
All faults reported to the HelpDesk will be investigated within 2 working hours of reporting.
Dependencies
Response from third-party suppliers, where relevant.
Feedback and Monitoring
Corporate Systems project groups.
CiCS Programme Board.
CiCS User Group.
Exclusions
Systems local to departments.
Location of Service
- Application Support Team in Technical Services.
Failure Response
Faults in the mail service will be investigated within 2 working hours of reporting to the HelpDesk.
Faults in the mail distribution list mechanism will be investigated within 8 working hours of reporting.