CENTRE OF INFORMATION AND COMMUNICATIONS TECHNOLOGY SERVICES

Application Support

This service provides delivery and support of business applications used by Polytechnic staff and students, including resolution of technical issues.

More information about the applications supported by ICT Services can be found in the Business applications register.

Service Provisions :

Applications that meet Core Services criteria and that are fully funded generally have support for database and server platforms and environments. Refer to 3.02 and 3.03 for details of what is provided as part of server management and database management services.

This service includes:

  • 2nd and 3rd tier operational support for applications including service faults and requests escalated from the service desk.
  • Routine heath checks of applications and environments.
  • Management and refreshing of development environments for testing purposes.
  • Application of security patches from vendors.
  • Monitoring of application and integration processes.
  • Performance tuning and capacity management.
  • Escalation of support issues to vendors as required.
  • Proactive problem-solving in relation to recurring technical issues.
  • Liaising with the business owners of applications regarding business processes, policy and service delivery.
  • Management of activities in relation to the Polytechnic business cycle in conjunction with business owner.
  • Liaising with technical specialists to ensure reliable infrastructure and environments.
  • Planning for data protection and disaster recovery strategies in conjunction with business owners.

Please note this service does not include:

  • Support for authentication services associated with any application.
  • Responsibility for data (including user accounts) where the ownership of data resides with the business area.
  • Applications outside the scope of Core services and where no formal support agreement is in place.
Service Owner :
Technical Owner :
  • Team Leader, Research and Teaching
  • Team Leader, SMIS
  • Team Leader, Enterprise Systems
This service is available for:
  • Staff
  • Students
  • Visitors
  • Affiliates
  • Business application owners
Service offerings and variations: Not applicable
Funding model Optional service offerings

Service cost

Costs apply to services that do not meet Core services criteria.
eview dates: No review dates are currently set.
Service conditions, support and availability:
Standard Support Hours.
References: