Service Charter
Who we are and what we do
The Division of Information Technology is responsible for the provision of the following services to the University community:
- Information technology strategic planning and information strategic management
- Provide quality strategic direction and advice to CSU.
- Computing hardware and software for the support of academic and administrative applications together with the voice, video and data networks across the University
- The support of staff through the provision of quality IT services (using ITIL methodology) to their desktop including hardware and software support and general IT consulting
- The development and support of the online applications that underpin the University’s online learning environment (via Interact), its public web site, the presentation layers of the intranet and its commitment to the HSC Online project.
- Support for the development of appropriate technology literacy of staff of the University
- The provision of client support through the IT Service desk and the activities of the system of IT Support Officers in Schools.
- The development and support of the majority of the University key administrative business systems including the support of the production systems and their associated databases.
CSU Core and Non Core Services
The Division prioritises its work through a system of core and non-core services. Core services are those services required to ensure that a staff member has access to the IT resources which have been designated as being essential to the conduct of their work at the University. Non core services are those IT services which, while desirable, are not essential to the conduct of a person’s work at the University. The core services are listed below however this list can be supplemented for specific business processes, via the formation of an appropriate Service Level Agreement.
CSU Core services include:
- Access to the University’s online learning environment
- Telephone and Communications services
- Access to the Internet
- Access to the university’s academic and administrative information and services
- The ability to effectively operate the standard suite of workstation software
- The ability to print to a networked printer within the near vicinity
Our Service Standards
- We will behave professionally and treat you with dignity
- Core service functionality will be restored to you as soon as possible but within a maximum of five working days
- Any communication through our service desk will be acknowledged and action to restore core services commenced within two working days
- Any communication through other communication channels detailed below will be acknowledged as soon as possible but within a maximum of 21 days.
Our Objectives
- To provide reliable, scalable, maintainable and effective IT, learning materials and audio visual Services to University community
Our Clients
- Our clients are all of the CSU Community and particularly its students, staff, Faculties, Schools and the various administrative and business units