ÐÒÔË·Éͧ¼Æ»®

• Services the IT division is responsible for according to the service catalogue: .

• Information and advice within the ICT area at ÐÒÔË·Éͧ¼Æ»®.

• We shall design and operate the IT services so that they are as stable, secure and robust against errors as possible.

• Ensure that the most important services are available to users 24/7 and without unnecessary interruptions.
  • Important services are also monitored and repaired outside of working hours.
• Schedule changes, operational work and planned outages so that they cause the least possible interferrence for users.
• Normally notify of planned service outages at least 3 working days in advance. Notification is made by email ()  and in .
  • Changes that cause disruptions to services are normally performed on the 3rd Saturday of each month or after working hours on Thursdays in odd-numbered weeks.
• Provide rapid on-site user support in the event of problems with standard electronic equipment in auditoriums and classrooms.
  • Telephone numbers for auditorium assistance (first line in the form of an IT assistant) and other important information shall be posted in all such rooms.
• Keep the IT service desk BRITA as an available point of contact for all enquiries about the services Monday to Friday between 08:00 and 15:45 (winter time), and 08:00 – 15:00 (summer time). BRITA can be reached by phone at (555) 84700, chat, and through .
• The IT division shall handle enquiries about error situations and the like in an efficient manner that minimizes problems for users. This includes:
  • Registering and updating all incoming enquiries, and keep the user informed of the status of the call.
  • Prioritize calls based on urgency and scope. Calls affecting multiple users, or considered critical, are prioritized over calls that affect individual users.
  • Normally assign a call to an opreator within four hours of it being registered in (applies during working hours).
  • Correct errors on client computers, software and printers, and assist in contact with suppliers/external service partners as needed. The user's department will cover any external repair costs, or – if repair costs are too high – purchase of replacement equipment.
  • We continuously measure solution and response times and publish our target figures for this. (See .)
  • We measure user satisfaction and encourage feedback on our service delivery.

• Budget for the purchase of computer equipment and software licenses, as well as their operation (including external repair costs and replacement of equipment).

• Make purchases in accordance with applicable rules, agreements and recommendations, if necessary in consultation with the IT division.
• Involve the IT division sufficiently early, eg. when budgeting/planning IT needs. This applies to both administrative and academic purposes, and also when applying for external funds.
• Ensure that all ICT equipment is kept in such a condition that it can run the standard programs and operating systems used at ÐÒÔË·Éͧ¼Æ»®.
  • We normally do not operate equipment that does not have a warranty/service agreement.
  • As a general rule, the IT division disclaims operational responsibility and user support for PCs older than 5 years.
• Keep equipment for lending (to visiting researchers, teaching purposes, etc.) and spare equipment (in the event of, for example, theft or computer breakdown).

• Ensure that they have sufficient knowledge and skills to be able to use IT services and tools in their work.

• Follow .
• Stay informed about information about IT services published on the .
• Store all work-related data in accordance with the storage guide, on ÐÒÔË·Éͧ¼Æ»®'s storage services, such as OneDrive, home directory or common areas.
• Contribute to sustainability by deleting redundant data (such as e-mail and files).

Please contact BRITA (through , or by phone 555 84700) who will register and forward your enquiry.