| Service | SLA | Details |
|---|---|---|
| Application Packaging Packaging various software for distribution to staff and students. Includes deployment testing, Basic Functionality Testing and staff liason. | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Desktop management of Student Workstations The management and provision of Software to student machines. This includes installation, removal, repairing, versioning, and upgrading of software. | Gold | Available: Mon-Sun 00:00-23:59 Supported: Mon-Fri 09:00-16:45 |
| License Management and Compliance Software licensing management, license negotiation procurement, software storage, versioning, audtiting, quality testing | Silver | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Staff Desktop Management The management and provision of software to staff machines. Includes removal, rebuilding, reployment, security, repairing, versioning, upgrading and feature testing of software. | Gold | Available: Mon-Sun 00:00-23:59 Supported: Mon-Fri 09:00-16:45 |
| Staff Printing Printing services for staff including printer installation, configuration, troubleshooting, queue management, driver distribution, firmware updates and printer security, hardware repairs, ongoing maintenance. | Gold | Available: Mon-Sun 00:00-23:59 Supported: Mon-Fri 09:00-16:45 |
| Student Printing Printing services for students including printer installation, configuration, troubleshooting, queue management, driver distribution, firmware updates and printer security, hardware repairs, ongoing maintenance, credit controls, print monitoring stations and readers and hardware security. | Gold | Available: Mon-Sun 00:00-23:59 Supported: Mon-Fri 09:00-16:45 |
| Workstation Patch Management Installation, security, scanning and maintenance of software patches on workstations. | Gold | Available: Mon-Sun 00:00-23:59 Supported: Mon-Fri 09:00-16:45 |
| Service | SLA | Details |
|---|---|---|
| CISCO Website Hosting and updating and maintenance of CISCO intraweb | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Gartner Portal Website The updates and maintenance of the Gartner Intraweb. This is a research resource for both staff and students. | Silver | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Integration Development Code to integrate the various University and school systems into ADS and/or calista through ecourse portal. | Bronze | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| School Web Page Maintenance, updates and development of the school web page. Ensuring the pages conform the University and Faculty style guidelines and address copyright. Dynamic information such as news posts, jobs, software and FAQs | Silver | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Service | SLA | Details |
|---|---|---|
| Advice and Consultation Provide general advice on the selection of technology, hardware and software products. | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Asset Management Input of new assets, tracking of existing assets, decommisioning, regular compliance checks and audits. | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Audit Response and Compliance Responses to numerous Univeristy/Government and internal Audits involving computers, software, assets, staff, processes, HR | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Human Resources Recruitment, General Staff management (leave), Complaints, EB Issues, contracts | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Licensing License research, liason with vendors, local and overseas license complance, auditing, quoting, legal documentation reporting | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Occupational Safety and Health Identify and address all safety and health hazards. OSH Compliance. Ensure that buildings and facilities are OHS compliant. This includes working with maintenance to ensure that the building is safe for staff and students. Eg fire and exit signs, fire extinguishers, adequate security. Follow up with other service providers internal and external to the University. Address all building and lab Occupational Health and Safety Issues. | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Project Management Project Management, Prioritisation, Group Direction | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Purchasing and Procurement Assisting and recomending purchases to SCIS Staff. Obtaining Quotes, Order tracking, Procurement | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| School Representation Respresenting the school/faculty/University in various University projects. Including Meetings, Tours, etc | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Security Engaging with security to ensure buildings and rooms have the correctly allocated times and access | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Workforce Management Ensuring services run smoothly with JIT work scheduling and allocation | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Service | SLA | Details |
|---|---|---|
| Digital Media Support Support for Digital Media Degree at Joondalup | Bronze | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Honours Facilities Installation, Maintenance and Support for the Honours Facilities ML18:220 (8 PCs + scanner) JO 19.129 (2 PCs + scanner) | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| JO General Facilities Installation, Maintenance and Support of Machines in Facilities for General Use JO 19:113 (19 PCs) | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| JO Helpdesk Support Provides face-2-face and phone support to staff and students on the Mt Lawley Campus. Including general assistance, directions, problem reporting, software information, and technical advice. Also includes phone support. | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| JO Resource Loaning Items that are loaned from the JO Helpdesk including notebook, projector, cameras and associated peripherals. | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| JO Teaching Facilities Installation, Maintenance and Support of Machines in Facilities for Teaching Purposes JO 19:107 (26 PCs) JO 19:108 (21 PCs) | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Masters Coursework Installation, Maintenance and Support for the Postgraduate Room ML13:231 (20 PCs) | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Masters Project Installation, Maintenance and Support for the Masters Room ML13:232 (22 PCs) | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| ML General Facilities Installation, Maintenance and Support of Machines in Facilities for General Use ML 13:201 (20 PCs) ML 13:202 (20 PCs) | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| ML Resource Loaning Resources that staff and students can borrow including notebooks, projectors and cameras. | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| ML Service desk support Provides face-2-face and phone support to staff and students on the Mt Lawley Campus. Including general assistance, directions, problem reporting, software information, and technical advice. Also includes phone support. | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| ML Teaching Facilities Installation, Maintenance and Support of Machines in Facilities for Teaching Purposes ML 13:224 (31 PCs) ML 13:225 (31 PCs) ML 13:228 (10 PCs) ML 13:230 (31 PCs) | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| PHD Facilities Installation, Maintenance and Support for the PhD Facilities ML18:224 (10 PCs/Laptops) | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Project Room JO Installation, Maintenance and Support for the Project rooms at JO 19:109 (8 PCs) | Silver | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Project Room ML Installation, Maintenance and Support for the Project rooms at ML18:225 (8 PCs) | Silver | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Projection Systems Support of the 5 loaner projection systems and 16 located within SCIS facilities | Silver | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Staff Desktop Support Desktop support for staff and sessional machines for both Joondalup and Mt Lawley | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Student Desktop Support Desktop support for MIT, PHD, and other student machines. (does not include laboratories) | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Service | SLA | Details |
|---|---|---|
| CISCO Laboratories Maintenance and support of the CISCO, CIM and NIM programs | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| eCourse System (Local-SCIS) The provision and maintenance of the school's course delivery system. | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| eCourse System (Partners) Updates, maintenance, monitoring of Partners eCourse delivery systems. AUSI, ACBT, UCI, SAL, EPTI, AIT, GSCAS, PIBT | Silver | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| MCSE Facility Installation, Maintenance and Support of Specialist Facility for MSCE Units. Development and maintenance of the different workstation and server images ML 13:131 (24 PCs) | Silver | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| ML Linux Facility Installation, Maintenance and Support of Specialist Facility for Linux Administration and Security Units ML13:227 (28 PCs) | Silver | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| ML Wireless Facility Installation, Maintenance and Support of Specialist Facility for Wireless Units ML13:223 (12 PCs) | Silver | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Network Configuration, Patching and Installation Installation of new switches, maintenance of old switches, installation of new points, VLAN configurations. DMZ maintenance, rouge server investigation | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| SCIS Generic Infastructure Services Generic Services that support the whole of SCIS Infrastructure - Examples of these are services such as DHCP, Dns, Ris, Wins, ADS, Authentications, Radius, Ras, VPN, Network Monitoring, Server Monitoring | Gold | Available: Mon-Sun 00:00-23:59 Supported: Mon-Fri 09:00-16:45 |
| Service | SLA | Details |
|---|---|---|
| Antivirus Installation and confiration of antivirus software, services and clients. Updating of definitions and engines and monitoring of virus intrusions. | Gold | Available: Mon-Sun 00:00-23:59 Supported: Mon-Sun 00:00-23:59 |
| CHS Server Maintenance Maintenance, capacity, availability, contingency planning of the CHS faculty web server | Gold | Available: Mon-Sun 00:00-23:59 Supported: Mon-Fri 09:00-16:45 |
| Development Server (3rd Yr Project Students) Student project user space and development server running web and database projects supporting most internet programming standards. | Gold | Available: Mon-Sun 00:00-23:59 Supported: Mon-Fri 09:00-16:45 |
| Linux Terminal Server Linux solution for student laboratories | Gold | Available: Mon-Sun 00:00-23:59 Supported: Mon-Fri 09:00-16:45 |
| SCISSA Server Planning, Management and Maintenance Maintenance, capacity, availability, contingency planning of the SCISSA Linux Server | Silver | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Server Patch Management Installation, security, scanning and maintenance of infrastructure servers | Gold | Available: Mon-Fri 09:00-16:45 Supported: Mon-Fri 09:00-16:45 |
| Staff Home Drive The Provision of backup for staff home drives, websites, software, research data, group work, public information, handbook and other data. Capacity Management | Gold | Available: Mon-Sun 00:00-23:59 Supported: Mon-Fri 09:00-16:45 |
| Student Home Drives The Provision of backup and capacity management for student home drives, websites, software, research data, group work. | Gold | Available: Mon-Sun 00:00-23:59 Supported: Mon-Fri 09:00-16:45 |
| Unix & C Server Coursework Unix & C Server; includes maintenance, account creation, updates, intrusion detection, staff liaison. Student assistance, etc | Gold | Available: Mon-Sun 00:00-23:59 Supported: Mon-Fri 09:00-16:45 |