ICT Service Catalogue Overview

Introduction

The purpose of the ICT Service Catalogue is to;

• Articulate the ICT services provided by the technology portfolios and any associated costs.
• Assist with governance and engagement processes in relation to ICT services.
• Support initiatives to improve the satisfaction and quality of ICT services.

What is a Foundation ICT Service?

1. Every staff member, student and authorised visitor or affiliate is provided with ICT services to facilitate activities associated with University business. These services are known as "Foundation ICT services" and funded through a central budget allocation.
2. All authorized users are entitled to equitable access and delivery of Foundation services. There may be some extenuating circumstances when it is not possible or feasible to provide infrastructure to University standards. In this case the Infrastructure, Property and Technology branch will negotiate with users regarding the delivery and level of the affected services. Entitlements to a particular service may also vary according to the role of the individual at the University. (For example, default quotas provided to visitors may be different to those provided to staff.)
3. The annual budget for Foundation services should include funding for support, storage, data protection and the refresh of hardware according to lifecycle targets. This includes capacity planning to accommodate growth, reasonable increases to operating costs and minor application enhancements or upgrades.
4. The establishment of a new Foundation service is expected to fund all implementation costs (infrastructure and resource) from capital or project funding. Any increase to the ongoing operational resource levels in the Infrastructure, Property and Technology branch to support a new Foundation service must also be funded through cost pressures or other sources before the commencement of operational support. Where a pilot of a new service is conducted it must be assumed that the resources of the pilot will not remain in place without ongoing funding being secured.
5. Significant changes to the delivery of an existing Foundation service that exceed the current resource availability will need to secure funding to both deliver the change and fund any increase to operating costs as a result of the change.
6. Service delivery and any associated charging processes will promote consistency, transparency, accountability and equity.
7. Any governance approved duplication of Foundation services within a business area will be funded by the business area. Applications to have duplicated services supported centrally will be subject to skills and resource availability and charged appropriately.
8. Ongoing requests for service(s) offered by the service catalogue, but outside of Foundation services, will be subject to a partnering agreement between the area and Infrastructure, Property and Technology Branch.

For an ICT service to be considered "Foundation" and therefore funded from central budget allocation it must meet criteria 1 and 2. It must also meet one or more of criteria 3 to 6.

Criteria 1 and 2 below must be met:

1. The service supports business processes critical to the operation of the University, that directly or through supporting services, facilitate the activities of learning and teaching and research.
2. The service is provided by the Infrastructure, Property and Technology branch.

One or more of the following additional criteria must be met:

3. The service provides communication, collaboration and productivity services. (For example, e-mail, calendar, desktop environments, printing, file storage and sharing.)
4. The service is essential to providing network, telecommunications or connectivity. (For example, wireless, voice and data services, remote access)
5. The service provides or supports compliance obligations of the University.
6. The user base of the service is broad (University wide, multi divisional, multi Faculty, multi School).

What ICT Services are currently provided?

Service Portfolio	Brief Description
Standard IT Services	The services within this portfolio enable students and staff of the University to conduct daily business. The services include (but are not exclusive to); personal computing environments, networked printing and file storage facilities, tools to facilitate electronic communication and collaboration, training and support.
Application Services	Application Services provide development of, and support for applications that support business functions and processes of the University. These include; research and teaching, facilities and security, management and administration, collaboration and community, infrastructure.
Hosting Services	Hosting services provide managed facilities and environments for the hosting of servers, databases and applications.
Infrastructure Services	Infrastructure services provide the University with fundamental technical infrastructure components such as; telecommunications backbone and campus-wide network, platforms (server, database) to support applications and other services and access to services.
Professional Services	Professional services in the form of skills, resources and knowledge are provided to support complex needs that require elements of; needs analysis, advice, solution design and project management.
Compliance and Prudential	Provides services that enable and support the governance of operational ICT services. The services include; risk management, software contract and licensing management, policy development and review and service management.
Strategy and Planning	Provides services such as strategic planning & engagement, enterprise and solutions architecture to facilitate governance and support ICT strategic planning and architecture objectives.

How are ICT Services governed?

How are ICT Services funded?

For the services that are provided either fully or partially from central funding, the following models apply. The ICT Service Catalogue contains detailed information on costs, methods and options at an individual service level.

Fully funded	Foundation services funded centrally through adequate budget allocated to the Infrastructure, Property and Technology branch. The budget will be determined on annual cycles, based on projections of growth. Foundation services typically covers infrastructure, service provisioning and support with costs that are dependent on the needs of the area met by the area. (For example, costs of cabling to desktops, phone handsets and mobile phone plans are not funded by Foundation services.)
Partial cost recovery	Costs that are incurred directly by authorised users of Foundation services in the conduct of academic and professional activities will be recovered from the area or person e.g. the cost to the University of a user\x92s telephone calls
Capacity-based funding	Foundation services will fund infrastructure and an agreed level of capacity to balance demand for services with available capacity and ensure consistency of performance and availability. Processes will exist to allow for negotiation and increases to capacity.
Optional service offerings	Services may be described in the service catalogue that are provided as Foundation in some instances but not in others. For example, there may be registers or schedules of venues, applications and platforms supported under Foundation services. Costs may apply to requests for a service that fall outside of agreed registers or schedules. Foundation services may be extended to offer expertise and support for specialist activities or activities not directly related to core University activities of teaching and research. Costs may apply to these service offerings.
Full cost recovery	Not funded by Foundation services. Some advice and consultation will be available as part of an engagement process to determine needs and cost estimates.

Who do I contact regarding ICT Services?