Part Service Application Services

What is it

The provision of the underpinning infrastructure and basic application support. No development or database activities are performed as part of this service. Basic application support can be supplied by the Service Desk and Infrastructure Services.

What is included

Technology:

• Host Server (Optional and to be negotiated between Business Owner and ITD)
• External secure access to the system. (Optional and to be negotiated between Business Owner and ITD)
• Operating system patching. (Optional and to be negotiated between Business Owner and ITD)
• System backup to enable restoration form disaster or failed changes.

Activities:

• Setup of Host server and system access. (Optional and to be negotiated between Business Owner and ITD)
• Operating System Patching. (Optional and to be negotiated between Business Owner and ITD)

How cost can be
influenced/IT Initiatives

• Budget for and buy bulk consulting services from the external vendor in advance to get a cheaper rate. Ensure that they will accrue if not used in the coming year and also ensure they can be used for a wide range of activities including training, mentoring, health and performance checks and service improvement planning.
• Ensure that contracts are negotiated in consultation with ITD.

Service Conditions, Support,
and Availability

• ITD reserve the right to limit supplied support as they deem reasonable to control costs.
• The business owner is responsible for costs associated with advanced support from the external supplier.
• External supplier s must conform to UNE stated change management policies (i.e. prior testing, backup of critical data, tested back-out plans, post change configuration documentation) and inform UNE of intended changes 5 working days in advance. Emergency changes to restore availability are exempt from the 5 day advanced approval though written (email) approval from ITD in advance is required.
• External suppliers must conform to UNE stated security policies and guidelines.