Desktop Computing
Description of Service
Centrally provided networked computing services on the desktop.
Client Groups/Eligibility for Services
All registered users.
Provider Responsibility
A. To provide the following desktop services:
On PCs:
- The Managed Service
- Windows XP Professional or Win 9x services for locally managed PCs
Each of these services gives users access to their central filestore, email, the internet, centrally provided core software and a range of specialist software.
On Apple Macintoshes:
- The Managed Macintosh Service
- The locally managed Macintosh service
These services give users access to their central filestore, email, the internet and some centrally provided software.
For off-site users:
- Access to their email, the internet, some 'on-site' only services and services available through the portal.
B. To advise staff and research students as to the best service to meet their requirements, and how to connect to it.
User Responsibility
A. To select the appropriate service(s) for their computing needs from those available to them (Linux currently not supported).
B. To report faults in the service to the HelpDesk or IT Centre staff via email, telephone or in person.
Availability of Service
24 hours a day 7 days a week.
Service Statistics/Outputs
Annual Report.
Regular internal reports.
HelpDesk database records and statistics.
Numbers of desktop faults.
Computing Rooms database records and statistics.
Service down-time statistics.
Service Measures
A percentage up-time of 99.98%.
Faults will be investigated within 8 working hours of being reported, according to severity.
Where the Managed Service has failed on an individual PC in a CiCS Computing Room or on a staff machine on the central campus, a new version will be downloaded within 8 working hours of reporting. The response time for faults on sites off the central campus may be longer.
Dependencies
Feedback and Monitoring
Student Services survey.
Staff survey.
Informal via email and memo.
HelpDesk and Computing Rooms database records.
CiCS User Group.
Benchmarking
See Section 7 of the Introduction.
Exclusions
Equipment which is managed locally within departments.
Location of Service
- Application Support Team in Technical Services
- Learning and Teaching Support in Customer Services
- Infrastructure Team in Technical Services
- ICT Support in Customer Services
Failure Response
Faults will be investigated within 8 working hours of being reported, according to severity. Resolution will depend on the nature of the fault.
Where the Managed Service has failed on an individual PC in a CiCS Computing Room or on a staff machine on the central campus, a new version will be downloaded within 8 working hours of reporting. The failure response time for sites off the central campus may be longer.