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ITFS Service Catalog

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IT Field Services - Service Catalog 2.0

Please find our current service catalog below, with a comparison of Medical Center, Campus Basic and Campus Premium service levels. The recharge rate for hourly service is $82.00 per hour for services that are not covered under subscription.  This rate is subject to change every year. For any questions regarding our services, please email us at itfs-questions@ucsf.edu.

Response and Resolution Targets for Incident Interruptions:

Incident Interruptions are unplanned events that negatively affect the quality or normal operation of an IT service.  For example: Outlook stopped working, computer is unable to boot, or loss of network connectivity.  New additions, changes, or modifications to an existing service are considered Requests and handled under the Request SLA.  Please note issues affecting the immediate health and well being of a patient will be responded to within 1 hour. 

 

Urgency

Response Target

Resolution Target

% Resolved on Time

ITFS Premium

High

< 1 hour

< 2 bus days

80%

Normal

< 2 hours

< 3 bus days

80%

ITFS Basic

High

< 3 hours

< 3 bus days

70%

Normal

< 6 hours

< 5 bus days

70%

Medical Center

High

< 3 hours

< 3 bus days

70%

Normal

< 6 hours

< 5 bus days

70%

ITFS Hourly High n/a n/a n/a
Normal n/a n//a n/a

Response Time Targets do not include processing time by the IT Service Desk. 

  • Phone calls are generally answered under 60 seconds 80% of the time with another 15 min for processing time. Please expect higher wait times during peak hours of 8-10 am Monday-Friday.
  • Online Chat is answered under 5 minutes M-F 8am-5pm excluding weekends.
  • Web/email submitted tickets are processed under 24 business hours.

Response and Resolution Targets for Requests:

Requests are new additions, changes, or modifications to an existing IT service or also referred to as "planned events."  New computer orders, setup of existing computer, and new software installs are considered Requests. 

 

Urgency

Response Target

Resolution Target

% Resolved on Time

ITFS Premium

High

< 1 hour

< 8 bus days

80%

Normal

< 2 hours

< 10 bus days

80%

ITFS Basic

High

< 3 hours

< 10 bus days

70%

Normal

< 6 hours

< 12 bus  days

70%

Medical Center

High

< 3 hours

< 10 bus days

70%

Normal

< 6 hours

< 12 bus days

70%

ITFS Hourly High < 3 hours n/a n/a
Normal < 6 hours n/a n/a

 

Supported Hardware and Operating Systems

 

ITFS Basic

Medical Center

ITFS Premium

Dell

Models

UCSF Health and JACS standards only

UCSF Health and JACS standards only

UCSF Health and JACS standards only

OS

Windows 7, 10

Windows 7, 10

Windows 7, 10

Apple

Models

JACS standards only

n/a

All Models including JACS

OS

10.10 through 10.12

10.10 through 10.12

10.10 through 10.12

Other Brands

Models

Hourly

Unsupported

All Models

OS

Hourly

Unsupported

Windows 7, 10

Personal or non-UCSF owned devices are supported on an hourly basis for all service tiers. Non-UCSF Health and non-JACS models supported on a best effort basis. Please visit http://jacs.ucsf.edu for list of offerings. 

Supported Smartphones and Tablets

 

ITFS Basic

Medical Center

ITFS Premium

Apple

Mail Connection Only as well as standard UCSF Enterprise Software

Mail Connection Only as well as standard UCSF Enterprise Software

Mail Connection Only as well as standard UCSF Enterprise Software

Android

Mail Connection Only as well as standard UCSF Enterprise Software

Mail Connection Only as well as standard UCSF Enterprise Software

Mail Connection Only as well as standard UCSF Enterprise Software

Blackberry Mail Connection Only as well as standard UCSF Enterprise Software Mail Connection Only as well as standard UCSF Enterprise Software Mail Connection Only as well as standard UCSF Enterprise Software

Windows

Unsupported

Unsupported

Mail Connection Only as well as standard UCSF Enterprise Software

Supported Print Devices

IT Field Service (ITFS) support is limited to print function only and not hardware.  

- Campus customers should contact the Print Management Program or another 3rd party vendor for their choosing for support.

- Medical Center customers will be referred to a 3rd party vendor through field services.

 

ITFS Basic

Medical Center

ITFS Premium

Locally Attached Printers (e.g. USB)

Supported (1 hour max)

Unsupported

Supported (4 hour max)

Network Printers

Supported

Supported

(Click here for supported models)

Supported

Multifunction Devices (MFD)

Supported for print/scan functions only

Supported for print/scan functions only

Supported for print/scan functions only

 

Supported Software and Applications

 

ITFS Basic

Medical Center

ITFS Premium

UCSF Enterprise Standard Applications

Supported

Supported

Supported

UCSF Enterprise Standard Software

Supported

Supported

Supported

UCSF non-Standard Applications & Software

15 minutes of support per encounter up to maximum of 1 hour and hourly recharge after (best effort and subject to business justification)

15 minutes of support per encounter up to maximum of 1 hour and hourly recharge after (best effort and subject to business justification)

1 hour of support per encounter up to maximum of 4 hours and hourly recharge after (best effort and subject to business justification)

Standard Software Listing: 

  • Adobe Acrobat
  • Adobe Creative Suite (License not included)
  • Adobe Photoshop & Illustrator (License not included)
  • Box
  • CrashPlan
  • Cisco WebEx
  • Cisco Jabber Unified Communications
  • Cisco Jabber Video
  • Dell Data Protection (DDPE)
  • Endnote (License not included)
  • Junos Pulse VPN
  • Microsoft Office (2010, 2013, 2016)
  • Microsoft Office for Mac (2011, 2016)
  • Microsoft Visio (License not included)
  • Microsoft Project (License not included)
  • Symantec Antivirus
  • VMWare Workstation

Other Services

  ITFS Basic Medical Center ITFS Premium
Conference Room Support Covered for first 15 minutes Covered for first 15 minutes Covered for first 15 minutes
Device Moves Covered for same suite only and up to 5 devices at a time Covered for same suite only and up to 5 devices at a time Covered for same suite only and up to 5 devices at a time
Loaner Computers Sevice Loaner Only Sevice Loaner Only 14 day maximum and based on availability
Loaner Projectors Hourly Unavailable Provided based on availability
Home Wireless Unsupported Unsupported Unsupported
Fax Machines Unsupported Unsupported Unsupported