ITS Service Targets
Client Services will undertake to resolve service tickets (jobs) in accordance with the service prioritisation outlined below.
Service Hours
Service Desk
Monday to Friday: 8:00am - 5:00pm
Service Desk Counter
Monday to Friday: 8.30am - 4.30pm
Closed between 12noon and 2pm during non-teaching weeks and November to March
Teaching Room Hotline
Semester - Monday to Thursday: 7:45am - 8.30pm | Friday: 7:45am - 5:00pm
Non-semester - Monday to Friday: 8.30am - 5:00pm
No weekend coverage. Support requests outside of this will be considered - time is rechargable.
Student Centre
Monday to Friday: 9:00am - 5:00pm
Press 1 on the Student Centre lab phone for ICT Support
Faculty and Division ICT support services
Monday to Friday: 8:30am - 5:00pm
Contact the Service Desk in the first instance
Service Statements
| ITS Service Statements for: | KPI's | Service Delivered by: |
|---|---|---|
| Receipt of the ticket and resolution at point of contact | All phone and in person calls are receipted within 15 minutes and 60% of tickets resolved at point of contact (phone or in person) | Service Desk |
| Assignment of tickets to staff and work queues | Phone and in person - Within 15 minutes of receipt of ticket by the Service Desk | Service Desk |
| Web forms, email and other communication - within 4 working hours of ticket receipt by the Service Desk | Service Desk | |
| Service resolution | 90% of tickets resolved within assigned P timelines (see Prioritisation Table below) | All ITS |
| Initial 2nd tier client contact | Client contacted within 12 working hours of receipt of the ticket, to set time to resolution | All ITS |
| Client feedback provided | Status update provided to the client every 5 days | All ITS |
The Service target is to resolve:
- 85% of service tickets within the priority time assigned to the ticket.
- 60% of tickets are resolved at point of contact, without needing to refer to another consultant.
Service Prioritisation
Incidents and Service Requests
An incident is defined as an unplanned interruption to an IT service or reduction in the quality of an IT service - a break/fix issue that needs to be resolved.
A service request is defined as a formal request from a user for something to be provided.
Communication Defaults
- Requestor is emailed ticket details on logging their job.
- Requestor is informed within 12 working hours if the ticket is resolved or the planned time frame for resolution is communicated.
Prioritisation
The priority assigned to a ticket is defined on the basis of business impact and urgency in accordance with ITIL standards as defined in the table below.
| Low Impact | Medium Impact | High Impact | |
|---|---|---|---|
| Low Urgency | Project (undefined timeframe) | Low (10 days) P4 | Medium-Low (5 days) P3a |
| Medium Urgency | Low (10 days) P4 | Medium (12 hours) P3 | High (7 hours) P2 |
| High Urgency | Medium-Low (5 days) P3a | High (7 hours) P2 | Critical (4 hours) P1 |
The priority is assessed by the impact on number of users affected by the ticket:
- Single users
- Floor or workgroup
- Entire building – group of buildings
- Site – whole of campus
And the urgency of the ticket:
- Low – minimal impact on University operations
- Medium – minor impact on University operations
- High – high impact on University operations
An example of a P1 prioritisation is a lecturer having issues with the operation of the audio visual equipment in a lecture theatre. In this example a number of students are affected and the urgency is high.
An example of a P4 prioritisation is a printer not working, but the staff member or student is able to print to another nearby printer with the same functionality – this affects a single user and urgency is medium.