Description of service |
Woodgrove Bank’s IT department hosts the entire Windows Vista® desktop service infrastructure, giving Woodgrove Bank employees the facility to use desktop computing to accomplish their critical business tasks. |
Business alignment |
This service is funded as part of Woodgrove Bank’s IT operational budget. The service benefits all users by providing a centralized facility for corporate resources such as printing, e-mail, the Internet, and LOB applications using IT-supported hardware and software. |
Business owner |
The Chief Operating Officer is the business owner for this application. |
Service qualification |
This service is available to all regular employees of Woodgrove Bank at all locations in North America. Each employee receives either a desktop or laptop computer as required by his or her job function. The computer is loaded with the standard corporate Windows Vista image and the appropriate role-based application package. |
Service manager |
Neil Orint |
Service initiation contact |
Service is initiated by the Human Resources department for each new employee or personnel as part of the hiring process. |
External dependencies |
External dependencies include Internet communication facilities, VeriSign security certificate services, and partner, hardware provider, and maintenance contracts. |
Service elements
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Service Desk/Incident Management
Application availability and metric reporting
Application service level agreement (SLA)
Hours of service
Problem Management
Tier 2 escalations and proactive root-cause issue analysis
Change Management
Technology upgrades
Patch management
Security Management
Security protection: intrusion detection, locked-down security policies
Internet-specific security protection: antivirus, anti-phishing, anti-spam
Additional service features
Proactive health monitoring
High-availability management
Nightly storage data backup |
Services included |
Included dependent services:
- Platform management
- Server and remote data backup and archive profile management
- Management of guideline compliance and “end of life” policies
- Equipment procurement
- Infrastructure planning and capacity management
- Configuration management
- Platform compliance management
- Server hardware operations
- Server/network security
- Desktop hardware operations
Platform monitoring:
- System Center Operation Manager
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Optional services |
Optional services available at additional cost:
- Microsoft BitLocker™ data encryption
- Customized form and workflow development
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Service users |
End users of this service include:
- Woodgrove Bank employees of North America
- External consultants and project hires who may be given temporary desktop computing facilities
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Service priority |
- Mission-critical
- Impact from desktop service being down could result in lost customers and negative customer satisfaction due to an inability to complete customer requests or account actions.
- Poor system performance could delay operations, resulting in potential business loss as well as real productivity losses.
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Service lifecycle |
- Windows Vista Enterprise operating system
- System upgrade recently completed, but periodic patching and minor software upgrades will be ongoing as required.
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Service pricing/levels |
Service is provided with no chargeback to users. Additional non-standard services are cost-estimated for business-justification purposes only. |
Service hours
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Business hours for service support:
- Service Desk/Incident Management: 24 hours a day, 7 days a week
- Problem Management: 24 hours a day, 7 days a week
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How to get end-user assistance for this service |
Assistance is available by creating an Incident request with the help desk. |
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