DoIT Services
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Learning Environments: Lecture Capture Service Level Agreement 2016-2017

 

Quicklinks

  1. General Overview
  2. Service Description
  3. Roles and Responsibilities
  4. Requesting Service
  5. Reviewing and Reporting
  6. Approvals


1 General Overview

This is a Service Level Agreement (“SLA”) between the campus community and the Department of Information Technology (DoIT) to document:

  • Support services for Creighton Learning Environments Lecture Capture
  • The general levels of response, availability, and maintenance associated with these services.
  • The responsibilities of DoIT as a provider of this service
  • The responsibilities of Vendors
  • The responsibilities of the clients receiving this service

This Agreement is valid from June 1, 2016.  Review is every two years, or as needed.


2 Service Description

DoIT clearly documents services provided in the DoIT Service Catalog which can be found at doit.creighton.edu.

2.1 Service Scope

Lecture Capture is the process of recording video and audio using standard Campus applications.  The recorded media is processed and made available to view online via internet browser(s).  The service is available from all classrooms, or by using a portable computer equipped with a camera.

Features Include:

  • Recordings will automatically converted and published for viewing online.
  • Podcasting.  Vodcasting is available if enabled by the creator.
  • Choice between recording video and audio or audio only.
  • Ability to record the screen/s of the host computer while also recording video and audio of the classroom
  • The ability to schedule recordings remotely.  Contact the service desk at x1111.  
  • DoIT will maintain the infrastructure for lecture capture including:
    • Support services via the Service Desk (X1111)
    • System administration and network connections
    • Web access
  • System level backup processes and disaster recovery
2.1.1 User Requirements

Lecture Capture is most often used in classrooms equipped with all the necessary hardware and software.  However, lecture capture can be accomplished from anywhere with internet access, properly equipped software, and recording media.  Requirements for mobile access include:

  • An internet connection
  • A Windows or Mac PC and/or an iOS or Android mobile device.
  • A current version of Firefox, Chrome, Internet Explorer, or Safari
  • A microphone; and webcam if desired

Users viewing content must have the following:

  • A broadband internet connection
  • A Windows or Mac PC and/or an iOS or Android mobile device.
  • A current version of Firefox, Chrome, Internet Explorer, or Safari
2.1.2 Boundaries of Service Features & Functions

Support for Lecture Capture is available for requests that meet the following criteria:

  • Lecture Capture files are only available for four years.  After this time frame lecture recordings are subject to deletion.
  • Any copyrighted material not owned by the content creator or Creighton University may not be uploaded to the Lecture Capture System.
  • Creating content on the lecture capture platform is only available to faculty, staff and students.

2.2 Service Level Performance

2.2.1 General Service Levels

The DoIT goal is to assign and acknowledge incidents and service requests within established objectives.  See “DoIT and Campus SLA” for a summary of those objectives.  
See “Desktop Support SLA” for additional detail regarding general support services available for hardware and software in classrooms.

2.2.2 Specific Service Levels
  • Metrics will be baselined for 6 months beginning July 1st 2016, then service level objectives will be set.
  • Lecture Capture files are currently hosted in the Creighton datacenter. Please see the Data Center’s SLA for disaster recovery information
  • Lecture Capture recordings will be processed and be ready for viewing within 24 hours. For any processing issues that may arise, DoIT will attempt to notify the content creator within the 24 hour period and work to resolve the issue as soon as possible.  Contact the service desk at x1111 for more information.

3 Roles and Responsibilities

3.1 Parties

DoIT Vice President Tim Brooks timbrooks@creighton.edu
Learning Environments Director Chuck Lenosky clenosky@creighton.edu

 

3.2 DoIT Responsibilities

DoIT will provide the infrastructure, technology, people, processes and monitoring tools necessary to provide support including:

  • Clearly document the service provided in DoIT Service Catalog.
  • Meet response times associated with the priority assigned to incidents and service requests as outlined in the “DoIT and Campus SLA”.
  • Publish reports on service level performance at doit.creighton.edu.
  • Appropriately notify Customers of all scheduled maintenance via the Maintenance Calendar, Service Catalog web page and/or communications to campus via the DoIT Alert.  The maintenance schedule is also published at doit.creighton.edu

3.3 Customer Responsibilities

Customer responsibilities and/or requirements in support of this Agreement include:

  • Compliance with university and campus IT policies and guidelines including (but not limited to):
  • Using the defined processes for requesting help and services.
  • Monitoring the DoIT Maintenance Calendar and notifying DoIT of forthcoming local events with DoIT dependencies. Customers can call x1111 or send email to servicedesk@creighton.edu with related dependencies for local events.
  • Clients should give best effort to utilize self-help options provided by DoIT to resolve most “how to” questions.  If additional assistance is needed, See Section 4.
  • To request additions or changes in established service levels, contact the service desk at x1111.
  • Customers are responsible for peripheral replacement and associated software costs including cables, peripherals, dock’s and lock-down devices.


4 Requesting Service

A service request means a request is made by a customer to DoIT for a service as published in the DoIT Service Catalog. General guidelines for requesting service are below:
Please provide as much lead time as possible.  There are always many requests already in the “queue” so the extra planning time will help ensure a successful completion for your request.
If your request needs to be completed off hours, weekends or campus holidays, more lead time is required.  A good rule of thumb would be 3 months.
In general, DoIT will attempt to perform maintenance on classrooms, shared spaces, and labs during the summer to minimize disruption to teaching.
Special needs or exceptions may take longer to process and will likely require special approvals and will need to include the technology coordinator.
There are eight methods of contacting DoIT for all requests. 

See “DoIT and Campus SLA” for more information about requesting service and service level objectives.


5 Reviewing and Reporting

5.1 System Performance and Availability Reporting

First-contact response time to incidents and service requests will be published at doit.creighton.edu.

5.2 SLA Reviews

The Designated Review Owner (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements and approvals as required.
Designated Review Owner: Chuck Lenosky

Previous Review Date: May 2016

Next Review Date: May 2018


6 Approvals

The Divisional Technology Coordinators and DoIT Senior Managers approve this document. This document is then published on the DoIT Service Catalog web site along with other service level agreements. Service level information is integrated into the service page in the DoIT Service Catalog.