Service statement from the IT division
We shall deliver good IT services that contribute to UiB achieving its goals.
Hovedinnhold
This service statement covers services for which the IT division is responsible, as well as user support related to these services. The statement applies to employees, students and guests at UiB who use these services.
Separate agreements can be entered into for extended service/capacity and for other services.
We deliver the following services:
Services the IT division is responsible for according to the service catalogue: https://ntk.app.uib.no.
- Information and advice within the ICT area at UiB.
The services shall be delivered based on the following criteria:
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 (the mailing list it-info) and in UiBhjelp.
- 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 UiBhjelp.
- 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 UiBhjelp (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 UiBhjelp - Måling av servicegrad for IT-avdelingen.)
- We measure user satisfaction and encourage feedback on our service delivery.
In order for us to be able to deliver the services as described, the departments must contribute the following:
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 UiB.
- 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).
In order for us to be able to deliver the services as described, the individual user must contribute by:
Ensure that they have sufficient knowledge and skills to be able to use IT services and tools in their work.
- Follow UiB's ICT regulations.
- Stay informed about information about IT services published on the IT division's web pages.
- Store all work-related data in accordance with the storage guide, on UiB's storage services, such as OneDrive, home directory or common areas.
- Contribute to sustainability by deleting redundant data (such as e-mail and files).
If you have any comments or questions about this service statement:
Please contact BRITA (through UiBhjelp, or by phone 555 84700) who will register and forward your enquiry.