Service Definition Document

November 2011

1 / Name [name of service]
University Blog Network
2 / Description [outline summary intended for end-users – approx 50 words]
Provides a centralised University blogging tool, allowing academic and service departments to publish blog posts to anindividual website (blog), relating to a particular subject or service area.
These blogs provide a platform to promote University activities and allow collaboration and interactivity with its end-users.
The blog network system is managed and maintained by Information & Communications Services.
Individual blogs are the responsibility of the academic and service department, including administration and moderating activity to ensure participants adhere to University policies and the JANET acceptable use policy.
3 / Primary functions [list of bullet points for main purposes of service e.g. the items that would need to be tested to ensure the service is being delivered correctly]
Information & Communication Services
Administer and maintain
  • Upgrades and security patches to Wordpress Network installation and core plug-in’s
  • Process blog requests
  • Blog creation
  • Grant administration access
  • Migrate existing style / theme
  • Migration of existing content, if applicable
Development
  • Implement plug-ins as required
  • Implementing / developing global style / theme

4 / Supported Environment [the circumstances under which the service is supported]
Information & Communication Services
Moderators, creation of blog and initial administrator login only. Does not include Wordpress user/administrator troubleshooting and support.
5 / Configuration Items [high level components of the service that can be broken down into detailed tasks, procedures etc.]
Information & Communication Services
  • Create, Update, Remove blog site
  • Create, Update, Remove administrator
  • Upload, Update, Remove plug-in (to be used across all networks)
  • Create, Update global template / style

6 / Service team [the team responsible for the service - currently the Helpdesk representative name may be used]
Web Development
7 / Related operational level requirements and dependencies [list of items with brief description of relationships, for operational requirements from, and dependencies on, other services – may need and operational level agreement in due course]
Servers & Storage
Blog Administrators
8 / Related standards and guidelines [standards, minimum specs, good practice guidelines relating to the service]
Web code of practice
University web accessibility guidelines
JANET acceptable use policy
9 / 3rd Party support / underpinning contracts [operational level agreements; maintenance contracts; framework agreements with suppliers etc.]
10 / Service hours [hours during which the service can be used by end-users]
24 hours
11 / Availability [target of service availability (%) within service hours; measurement method; reporting routes]
100%
12 / Support hours [hours within which service is supported]
09:00 – 17:00
13 / Key performance indicators [key measurable indicators of service performance against primary functions required by the business]
14 / Support [support contact methods for service users; support response targets; support pre-requisites; end-user responsibilities e.g reporting changes; reading emails and web pages; contacting the Service desk]
Support contact:
Response targets:
  • Critical
  • Important
  • Standard
  • Non-supported
End-user responsibilities:
15 / Service Charges [where applicable, direct charges to end-user for service]
16 / Location of service website [URL]

17 / FAQs
18 / Troubleshooting flowcharts
19 / Change / Testing requirements [in addition to primary functions, any other items that need to be tested when changes are implemented e.g. resilience, performance]
20 / Related service desk system items [keywords, incident types to be used etc.]
21 / Other Resources [any other relevant resources – e.g. superusers – business users who know the service and contribute to testing and support]
22 / Service reporting [dates for service reports, target audience, format, information required etc.]
23 / Customer liaison [arrangements for customer feedback etc.]
24 / Service review date [regular service review cycle dates]
25 / Signoff
  • for ICS - Service Level Manager
  • for the service provider
  • for the customer / user