Our service portfolio
CITS has developed a service portfolio consisting of 12 service offerings. We have defined each service, provided information about service availability, specific campus information, identified known exclusions, and specified the performance measures we will collate throughout the year. We have also identified the frequently requested sub-services (service components) within each service offering.
1. Business Analysis and Consultation
The business analysis and consultation service provides advice and assistance on using technology to solve your business problems, examples:
- Prepare a business case to support the purchase or build of a new computer system
- Request advice regarding IT issues
- Request advice/assistance with application hosting options & costs
- Request advice/assistance with server (including VM) provisioning/procurement options & costs
- Request advice/assistance with storage options & costs
- Request assistance to design an IT solution for your business area
- Request assistance with identifying and costing the IT component of a project or initiative
- Request assistance with managing an IT project
| 2. Connectivity
This service provides connectivity between end-user devices, University equipment and the wider internet, examples:
- Internet services - access the Internet
- Internet services - request additional quota
- Internet services - unblock a restricted website
- Network services - request installation of a n Network point
- Network services - request network connectivity for a new room, building or location (including wireless)
- Network services - request off-campus wireless connectivity
- Network services - request on-campus wireless coverage
- Get help with off-campus computing
- Report a problem with my internet access
- Report a problem with my network access
3. Electronic Communication
The electronic communications service provides ways for staff and students to collaborate with each other and the wider community. It includes the use of email, telephony, blogs, wikis, and videoconferencing, examples:
- Obtain advice/assistance on [electronic] communication/collaboration
- Obtain advice/assistance with Instant Messaging
- Desktop Telephones - request phone move or /change
- Desktop Telephones - request a new phone
- E-mail - create a shared mailbox for my area
- E-mail - create new account or problems
- E-mail - new account creation or problems
- E-mail - request help with an email problem
- E-mail - request help with distribution list & alias creation
- E-mail and calendar - request increased mailbox size
- Mobile phones - request a new phone
- Mobile phones - synchronise email & calendar with Outlook
- Request help with Voicemail advice and assistance
- Set up my own blog or wiki
- Staff directory - report changes, errors & omissions
- Telephones - request help with handset and headset advice and assistance
- Videoconferencing - assistance with video conferencing
- Videoconferencing - schedule a video conference
4. Enterprise Application Support
The enterprise application support service provides ongoing support and maintenance for existing Curtin business applications, examples:
- Arrange for the ongoing maintenance of an enterprise application for which you are responsible
- Arrange for data to be transferred between university systems
- Report a problem with an enterprise application
- Request an upgrade to an existing enterprise application
- Request assistance to implement a new enterprise application
- Request performance monitoring of an enterprise application for which you are responsible
5. Information Management
The information management service provides services, tools and training to help staff effectively manage information throughout its lifecycle, examples:
- Find, use or share information
- Keep or destroy information
- Organise information
- Store and protect information
- Training
6. IT Service Desk
The IT Service Desk provides the entry point for all requests and reporting regarding the services provided by CITS. The service can be accessed by telephone, online request form, email and over the counter, examples:
- Contact CITS for support and/or information
- Report an IT problem
7. Managed Desktop
The managed desktop service provides end-to-end lifecycle support for University desktops and laptops, with a focus on reliability, protection of information and consistent best practice service management, examples:
- Acquire (lease) new computer
- Dispose of old computer
- Acquire new computer peripherals
- Report a problem with my PC
- Request access to shared folders
- Request an increase in my personal folder size
- Request general support including login
- Request help with printing
- Request installation of a software package or application
8. Product & Technology Evaluation and Advice
This service provides advice and formal evaluation to help in the selection of appropriate new technologies for use at Curtin, examples:
- Choose a new computer system or other technology for your business area
- Make use of an existing computer system or technology ("help me not to re-invent the wheel")
- Request assistance in evaluating a computer system, product or technology you want to use in your business area
9. Research Technology Support
This service provides support for researchers in relation to the ICT related components of a grant application, establishment of a research project, assistance in the selection and maintenance of appropriate ICT equipment for use in research activity, and liaising with other organisations to access external resources, examples:
- Acquire some specialised ICT equipment
- Get advice/assistance with ICT in support of Research endeavours
- Get help with the IT part of a grant application
- Get information about ICT resources available for researchers
- Access eResearch resources
- Get technical assistance with my research systems
10. Software Development
Services for Curtin Faculties and Areas wishing to develop new custom software to enhance their business processes, examples:
- Get advice/assistance on development standards, framework & architecture
- Request a new custom-built business application for your business area
- Request an improvement to a Curtin custom-built business application
11. Teaching and Learning Technology Support
This service assists teaching staff and students in relation to the use of student computer laboratories and technology support in a teaching situation, including iLectures, projectors, microphones and loan equipment, examples:
- Use audio-visual equipment in centrally scheduled lecture theatres
- Loan audio-visual equipment
- Get support of audio-visual equipment for a conference
- Use web and teleconferencing
- Digitise and publish lectures online (iLectures)
- Use Student computer laboratories
- Use the Student printing system (POLAR)
- Get assistance provisioning audio-visual equipment in learning spaces
- Get assistance provisioning student computer laboratories
12. Website Services
This service provides support for Curtin Faculties and Areas wishing to develop or change their website, examples:
- Develop a new internal website
- Make a change to an existing website you are responsible for
- Report a problem with a website
- Make an enquiry about a website you are responsible for
- Improve my ranking in Curtin search results
- Add a link to the intranet home page
