Service Catalog Bi-Annual Review

What is the service known as by customers? The service name is the name which will appear in the Service Catalog and should facilitate easy and quick browsing for your customers.

Enter in additional names under which you'd like this service to be listed; separate multiple names by a semicolon followed by a space.

Describe the service in such a way that - without using technical language - your customer can understand at a high level what this service provides.

   
   
   
   
For whom is this service? Please select one or more of the customer types.
Describe anything that is the customer's responsibility.

Highlight the special features and functions of the service, including user documentation.

Describe any limitations to the service.

List any policies that are associated with using this service.

Explain how to get access

If a form (or forms) is necessary to request or to get authorization for this service, include an explanation and a link to the form(s) here.

   
   
If there are charges for this service--or situations in which there are charges in certain circumstances--please describe.

   
   
The text will read as such: This service is available 24/7, excluding planned outages, normal maintenance windows, and unavoidable events. Maintenance windows are Sundays from 7 to 10 a.m. but may be extended to 2 p.m., if needed. If maintenance is required outside of these hours, it will be announced on the Planned Outages web page.
Explain when the service is available, including any scheduled maintenance, if the default text doesn't apply to this service

   
   
The text will read as thus: Assistance for all IT Services is available through the ITU Support Center. Phone: (703) 993-8870 Fax: (703) 993-3347 E-mail: support@gmu.edu Live Chat: Chat Online: Make a request Hours of Operation: Monday thru Friday, 8 a.m. – 7 p.m. Walk-in Support on the Fairfax Campus*: Innovation Hall, Room 233, available Monday thru Friday, 8:30 a.m. – 5 p.m. *Closed Thursdays 3 - 4 p.m. for team meetings
Use this field for special instructions only - beyond contacting the Support Center.

Describe how the customer can get training on the service; include any user instructions and training manuals.

Describe any additional services associated with this service.

Describe any service level targets, include delivery expectation/time frame.

Include links to web pages where customers can get additional info.

   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
Select one or more categories - or category/subcategory pair(s) - to which this service belongs. If you're selecting a category/subcategory pair, PLEASE SELECT THE CATEGORY BY ITSELF AS WELL. This will sort the services properly on the display pages. Example: If you want the service listed under 'Teaching - Course Tools,' select that option as well as 'Teaching.'
Identify who is responsible for this service.

Identify if there is support after hours, and document how to get it, if so.

Who can authorize alerts or announcements to go out?

Describe or identify the location of the continuity plan for the service.

Provide network diagrams, system diagrams, system server names, etc. Link and upload documents using the link icon ∞.

What is the location of server? Will the server or application need tape library? Will the server or application need a manual backup process? If yes, see a-d below: a) Have scripts been developed and tested? b) When will backup process -- day, time and frequency (daily, weekly or monthly)? c) What kind of tape media will be used, and has acquisition of tapes been arranged? d) Will tape go offsite, and, if so, at what frequency and for how long? Has the server or application been added to the groups support matrix? Will the server or application be monitored by Sitescope?

List which categories should be used in SDE.

Identify the vendor contact information, SLA, contract expiration, and any other information related to the vendor of the product.