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Purpose & Use of the Service Catalogue

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Purpose

The purpose of this Information Technology Services (ITS) Service Catalogue is to formally define the range of information and communication technology (ICT) services we currently provide. The Service Catalogue is designed to provide ITS's associates and business stakeholders with a transparent and clear view of the services provided by ITS, including items such as the standard and optional services, service level goals, how to obtain support, and steps for requesting the service.

It is anticipated that this catalogue will be refined as the implementation of the Professional Services Review occurs. As such, not all the required services may yet be listed and charging models will likely change.

The Service Catalogue defines the following for each ICT service:

  • ”Standard service includes” - the standard and optional features associated with the service
  • “This service does not include” - features that are not supported in this service
  • “Service provided to” - describes the target audience for the service
  • “Service options” - a choice of how the service is delivered
  • “Optional features” - may require additional approval or time to fulfil, while standard features are included with the base service
  • “How to request this service” - describes the steps for users to take when requesting the service
  • “Customer responsibilities” - users are requested to use the service desk when requesting support or other enquiries
  • “Support commitments” - refers to the hours and method of support offered
  • “Our commitment” - is measured by reliability, responsiveness and the resolution of issues associated with the service
  • “Service Owner” - this section lists the point of contact responsible for the delivery and performance of the service.
  • “Funding Model” – this section details whether the service is centrally funded or cost recovery or a combination of central and cost recovery funding.

Structure

This Service Catalogue is intended to be relatively generic and, where possible, describes core, or base, services that will be the same across all six hubs. Additional services are also described and it is recognised that there will be nuances or particular requirements for certain hubs to be added over time. Until the funding model for the hubs is fully determined the catalogue also indicates those services for which a cost-recovery charge currently applies.

The main body of this Service Catalogue will record the generic services. Specific requirements will be separately recorded at the end. Separately recording such information means that the requirements of the Hub beyond the generic service can be easily located and understood without having to review the balance of the document.