Service Template

Availability

• Who is allowed to use this service (Internal to the group, Everyone in the college, Multiple colleges, Entire University, Global)?

Life cycle

• Living will - What happens when funding or support is removed for this service (data will be safely exported, data will be archived, VM will be archived, What will the recovery cost be for extracting data)?
• OS patching frequency - How often will we update the underlying OS/OVA/Appliance/Firmware? Ideas: We will run on a 10 day lag, As soon as available, Next possible maintenance window. Who will do this?
• Application updates - How often will we update the application providing the service. Ideas: We will run on a 10 day lag, As soon as available, Next possible maintenance window. Who will do this?
• Sunset plan - How and when will we re-evaluate the service.

Dependencies

• What equipment/services are required for this service to function
• Are there significant services that are dependent on this service

Workflows

Service requests

• Operational requests that should be able to be completed by anyone with access rights
• Easy and quick
• Completed in under an hour
• Should occur relatively often

Change requests

• Significant changes to the service
• May require SME level knowledge
• Long time to completion
• May require restricted priviledges

Uptime

• ChangeWhat requeststime will the service be available (e.x. business hours, 4am to midnight)
• Uptime

Announcements

• Announcements
• How Updatewill policywe go about notifying

• Time to resolution on service request and change request
• Service survivability and recovery

• Under what circumstances can ITS look at this data

• Back up
• Retention
• Survivability

• Don’t put 10 TB of bin files in gitlab

• TCA
• Recovery