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 Updated Organization and view of Table

 

Field Name

Description

Type of Field

*Service

Name of the service.  Does not need to be unique.  Can have same service name with different description.  Must relate to an IT Function

Not Unique - single data element

*Service Item

Name of service item (aka subservice).  Is the unique identifier (KEY ELEMENT).  Must relate back to a Service

Unique - single data element

*IT Function

Finite list of service groupings based on Financial needs. Will be created by Financial groups within participating areas.  All Services must relate to an IT Function

Pick list.  Only one can be selected per entry

*Primary Service Provider Administrative Unit

Administrative Unit primarily or solely responsible for providing the service (Examples:  ITS, College of Ag, University Libraries,...)

Not Unique - single data element - Could this be a pick list?

*Primary Service Provider Department

Department within designated Admin Unit with primary or sole responsibility of providing service (examples:  AIS, CSS, Ag ICT, ...)

Not Unique - Single data element

*Primary Service Provider Departmental Unit

Unit within designated Department with primary or sole responsibility of providing service (examples:  AIT, NPI, ...)

Not Unique - Single data element

*Service Description

Brief description of the overall service

Free Form with limited length

Service url

url to find additional information on service

url

*Service Manager

Individual or group with overall authority over service

 

*Service Status

Status of service within the services Life Cycle (Active, Retired, Pipeline)

Pick List - Only one can be selected

Customer Base

Designation of customer base whether it is Internal, External or both to the Service Provider Area.  If the customer base is internal then the Organizational Unit should be identified.  Example:  Internal/ITS - TrackITS

Pick List - Internal, External or Both.  If Internal is selected a field should be available to enter an Organizational Unit.

Eligible Audience

Finite list of Groups able to utilize service.  (Faculty, Staff, Students, General Public, Friends of Penn State, Retirees, All)

Pick List - Ability to pick multiple or all types

Eligible Requestor

Finite list of Groups able to request service. (Faculty, Staff, Students, General Public, Friends of Penn State, Retirees, All)

Pick List - Ability to pick multiple or all types

Service Contact

Group or individual responsible for customer contact for provisioning service  (Contact to get service)

Pick list of standard contact with the ability to select other and add new contact

Service Contact Number

Phone Number for group or individual responsible for customer contact for provisioning service

Pick list of standard numbers with the ability to select other and add new number

Service Contact Email

Email for group or individual responsible for customer contact for provisioning service

Pick list of standard email with the ability to select other and add new email

Technical Contact

Individual that Service Contact should direct technical inquiries (Service contact to obtain service and Technical Contact for infrastructure information)

Not Unique - single data element

Service Help Contact

Group or individual responsible for supporting service

Pick list of standard contact with the ability to select other and add new contact

Service Help Number

Phone Number of group or individual to obtain support for service

Pick list of standard numbers with the ability to select other and add new number

Service Help Email

Email address of group or individual to obtain support for service

Pick list of standard email with the ability to select other and add new email

Service Help url

url to obtain assistance

Field containing url, could be multiples

Hours of Support

Hours when support is available for the service

Could vary based on days of the week , holidays, and time of year

Availability

Hours when service is available for use.  Maintenance windows should be noted

Could vary based on days of the week , holidays, and time of year

Level of Support

Level of support available for service - ie full, limited beta, vendor liaison, other. 

Pick List - Only one can be selected with the ability to select other and add information

For Fee

Is there a fee associated to use implement service?  Yes or No

Y or N

Order url

url where a customer can go to order the service

url

Rates url

url where a customer can go for rate information

url

Launch url

url where a customer can go to launch service

url

Back Up

Type and frequency of service back ups.  Include restore capabilities.

Free form

Shared Service

Is responsibility for the service shared with another University Department Y or N   If Yes, also complete Affiliate Service Provider(s).  Only includes units that are directly supporting or directly providing the service.

Y or N.  If Y then complete Affiliate Service Provider Information.  Multiple Affiliates are possible

Search Engine Key Words

Enter all words that will return desired searched topic

Multiple entries

IT Fee Eligible %

Percentage of this service that is eligible for IT fee funds

0 - 100%

Last Updated

System generated field Used to track when information was lasted updated or verified.

Date field

Level of Assurance

Level of Assurance required to utilize the service.  Future component of IAM.

Pick List

Unique Identifier

System generated unique identifier

System generated

Affiliate Service Provider Administrative Unit

For shared services, Administrative Unit involved in providing the service (Examples:  ITS, College of Ag, University Libraries,...)

Not Unique - could be multiple data elements - Could this be a pick list?

Affiliate Service Provider Department

For shared services, Department within designated Admin Unit involved in providing service (examples:  AIS, CSS, Ag ICT, ...)

Not Unique - could be multiple data elements - same number as Affiliate Admin Unit

Affiliate Service Provider Departmental Unit

For shared services, Unit within designated Department involved in providing service (examples:  AIT, NPI, ...)

Not Unique - could be multiple data elements - same number as Affiliate Admin Unit

Comments

Service comments.

Free form

Public or Private

Private - viewable by ITS only

Pick list or check box

Cost of Services

Entry to be used for tracking cost of Services.

Yes or No

Local or Enterprise

Is the service for local only or for the University as a whole?

Local or Enterprise

*Indicates items needed by June 2009

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4 Comments

  1. Folks, I updated TNS's services vis-a-vis Customer Base and User Types using the definitions above.  User Types were determined by who can order OR use the service.  As I am not totally sure what granularity we were looking for here, but with the definitions as I understand them, TNS services have a singular discriptor across both these elements.  For all of our services there is a group that can order the service, AND usually another group that benefits from the service when we provide it.  We may be capturing the granularity somewhere else, or maybe we don't want it.  But if we do, we should be looking for another element so we have one for requestors and users.

  2. Folks, if I understand correctly, the Technical Contact field was requested by TNS. If this is the case, we are not sure why we asked for it.  More to the point, we would like to list a single point of contact for our services, which is more in line with ITIL.  We are OK with one for ordering (Service Contact), and one for help and trouble reporting (Service Help Contact). So, if no one else sees a need for a Technical Contact field, we would like to have it deleted from the schema.

  3. TNS leadership has asked that I request the following Data Element terminology changes:

    • Department would be replaced with Unit.
    • Help would be replaced with Support.

    There was also a question of whether we should be calling this a Portfolio instead of a Catalog as we may list non-production services.

    The Shared Service definition also caused a little heart-burn, but I believe that we can get past this by changing the word "responsibility" to "accountability" in the definition.  It is felt that multiple ITS groups (MAC and ITS Financial in particular) share some level of responsibility in every service offered by ITS.  Likewise, OPP and Vendors share responsibility in providing multiple services offered by TNS.

    Finally, it is thought that perhaps the "Public or Primate" Element should be a second row on the Portfolio header so that the data elements could be specified as Public or Private instead of entire services.

  4. Phone number with options or extensions.

    For fee -- sometimes yes and sometimes no -- like Training Services (some seminars for fee and some for free)

    Eligible audiences -- some are limited to course or group -- not all students, just some in a course.  Like Streaming Services.