Many services are available 24 hours a day, 7 days week, with the exception of maintenance windows. Support for these services is more limited.

• Core support hours:
  • 8:00 am–5:00 pm Monday to Friday

Core support hours exclude public and U of S holidays observed in Saskatchewan. All services in this catalogue are available and fully supported during core business hours.

Limited, best-effort support is provided for ultra-critical and emergency situations that occur outside of core hours.

Guiding Principles

The Colleges and IT Support Services enter into this partnership based upon the following principles:

1. Mutual benefit – This partnership will benefit IT Support Services and the Colleges, with all parties identifying areas of mutual interest and opportunities to further improve the relationship and services provided.
2. Client and service focused – IT Support Services and the Colleges provide services to the greater university community and will strive, through this partnership, to improve the overall experience for shared clients and stakeholders.
3. Collaborative – Effective service delivery will require IT Support Services and the Colleges to work closely and collaboratively to balance priorities with available resources.
4. Innovative – Enhance best practices from both IT Support Services and the Colleges to foster an environment for innovation.
5. Timely and transparent communications – To ensure success, IT Support Services and the Colleges will need to share relevant information in an open and timely manner. This will inform planning activities and ensure that resources are used effectively to achieve the priorities of both parties.

Service Level Objectives

SLO’s define the experience ICT’s customers will have with our support services.

ICT SLO Goals – University Wide
Name	Metric	Value/Purpose	ICT Goal
Customer Satisfaction	Survey	Customer Survey scores give us feedback on how a request went.  Currently rated on a 5 Star Method.	Score a minimum of 4.5 in 5 star method.
Re-opened tickets	How often tickets are re-opened	Track how often tickets are re-opened.  Frustration can arise when the same incident or request does not have a permanent fix.	Less than 3% of tickets re-opened
Time to First Triage Response	How quickly IT Support responds to a request	This metric will help determine wait times for our customers.  Shorter wait times will improve the experience with support (add more details)	90 Minutes or less
Service Outage Communication	Time between outage and communication	When technology outages occur, how quickly can ICT communicate to the university?    Communicating and keep our customers up to date will reduce frustrations and confusion.(Tie to Rachels project)	60 Minutes or Less
Information provided	KB articles shared	Providing clients with additional resources to further explain the resolution.	35% of tickets with at least 1 article shared (To climb over time)

Incidents

Request Type	Description	Triage Response Time	Target Resolution Time	Examples
Classroom Blocker Incident	Based on a 4263 Call to report technology problem with a On Campus Classroom while class is in progress, or about to start	<1 Minute (4263 call)	15 Minutes	Displays not functioning  Host Computer issues  Zoom issues
Critical Classroom Incident	4263 Call – Classroom IT or AV Equipment is not functioning as expected – Class is not severely impacted	<1 Minute (4263 Call)	60 Minutes	Batteries in Mic aren’t functioning  Class is not in progress  One Screen is not functioning
Critical IT Incident	Multiple Clients across campus report that they are unable to perform their job due to a technology issue	20 Minutes	60 Minutes	Network is down campus-wide  Email Outage  Office 365 Outage  Jade Errors   PAWS
Major IT Incident	Clients work is impeded by a degradation of services. Still able to perform some job tasks.	90 minutes	4 hours	Banner slowdown  Application errors  DataBase Slowdowns
Minor IT Incident	Clients work is slightly affected	90 Minutes	12 Hours	Access to a Fileshare isn’t working  Consultative calls around technology

*Service Levels are measured against ICT Core Business Hours (8:00am – 5:00pm) 

Service Requests

 Service Requests  

Request Type	Target Response & Acknowledgement Time	Target Fulfilment  Time*	Examples
Routine	90 minutes	3 Business Days	File Sharing  Set up new monitor  Mailing List Request  Software license renewal  Software Installation
Scheduled Setup	90 Minutes	7 business days	Printer setup and configuration On Boarding New Hire  Voluntary Employee Off Boarding
Deployment	90 Minutes	10 Business Days	Computer Setup (scheduled)  Software Install/Update (scheduled)  Computer commissioning / decommissioning (scheduled, small numbers)
Asset Disposal/Surplus	90 Minutes	30 business days	Asset disposal

**Service Levels are measured against ICT Core Business Hours (8:00am – 5:00pm). Tickets that need more information from the customer for fulfilment may be closed if there is no response after three client contact attempts (e.g. email sent, left a voicemail) 

Incident vs Service Request

Service Request: A formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. 

Service requests are managed by the request fulfilment process, usually in conjunction with the service desk. Service requests may be linked to a request for change as part of fulfilling the request. 

Incident: An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident – for example, client’s computer is not working correctly. 

An incident is system focused while a service request is client focused. If a client is not able to perform some action because either our system is not functioning correctly, or their computer is not working correctly then it is an incident. 

Appendix A - Modes of Request Intake

Preferred Methods (in order): 

Portal – https://itsupport.usask.ca or IT Support Channel in PAWS 

Search our knowledge base to potentially find answers to your questions. 

There are general and specific request forms that ensure all the essential information we need is collected up front to cut down on any back and forth to capture the missing info.   

Specific request forms will often direct the request to the correct team right away which lessens the time to complete your request. 

The portal is great to look at the progress of your tickets but to also add comments to communicate with the person on our team that is helping you out.   

The portal is also accessible from any smartphone or any network enabled device.  

 

Email – itsupport@usask.ca 

 

Critical Classroom Support – x4263 – support for when classes are in progress and issues arise with the technology, this includes WebEx related issues that impact the teaching experience.  

Voicemail – General IT Support x 2222 – This number can be called for urgent, or non urgent issues – A voicemail will be created, and the Triage team will respond as needed based on the reported issue. 

Walk -in Support – Murray Library