Service Catalogue

IET provides the IET Service Catalogue as a reference to the Kwantlen Polytechnic University community.  The purpose of this catalogue is to define the services offered by IET to Kwantlen community, as well as those that are supported by IET when primary delivery is through another department.  Services are grouped into Service Categories to provide guidance to clients as they look for specific services within the catalogue. 

Within each service category, each offered service is described.  A service description includes an explanation of that service and a description of what would be considered its normal functioning state. It also includes information regarding eligibility, IET and client responsibilities relating to that service, support availability and ways to request support.

The Service Catalogue is duplicated in an online form as the IET website.  The same structure of categories and services are used.  Information in the online version may be more current than the source document, hardcopy and PDF formats which are updated yearly.

Eligibility 

The online version (Kwantlen IET Website) is accessible via the internet by the general public.
A PDF version of the catalogue can be downloaded from the IET website.
Printed copies of the IET Service Catalogue may be requested via the Service Desk but printing costs for requests from within Kwantlen will be charged back to the requesting department.

Service Owner Responsibilities

Within IET all services in the IET Service Catalogue have a service owner assigned to ensure that the service is delivered as described.  These service owners should review the services annually and provide the Service Catalogue service owner with any changes required. 

IET Responsibilities

• Perform all Server Management tasks related to the servers upon which the IET website relies.
• Perform all Disk Management tasks related to the servers upon which the IET website relies.
• Perform all Back-up and Recovery service tasks related to the servers upon which the IET website relies.
• Perform all Network Administration tasks related to the servers upon which the IET website relies.
• Review and update service descriptions annually.
• Make appropriate changes to the service descriptions or add new service descriptions when Change Management process indicate.
• Record related inquiries and assign each a unique tracking number.
• Assign all inquiries a service priority.

  Customer Responsibilities

• Report any problems or requests relating to this service to the IET service desk

• Become familiar with how to correctly use this service.
• Review and track the status of submitted requests by logging into the IET Self Service.

 

Support Hours

07:30 – 20:00 weekdays excluding university holidays
Kwantlen’s IET Website is available 24x7