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Service Definition
Managed Print Service (MPS)
V3.0
Signoff
Name Role Signature & Date
Jeanette Patamia IT Customer Services Director
Denise Black IT Change Program Director
Jim Leeper Faculty IT Director
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Document Control Information
Document Change History
Ver Revision Date Author Title Company Change
0.1 2009-08-26 Darren Dove Consultant UNSW Draft
1.0 2010-03-25 Sonya Jorion IT Asset & Configuration Manager
UNSW Major release
1.0 2010-03-25 Satish Patil MPS Project Manager UNSW Major release
1.1 2010-03-30 Sharon Brogan MPS Program Manager
UNSW
Review of Major release. Changes incorporated.
1.6 2010-04-06 Sonya Jorion IT Asset & Configuration Manager
UNSW
Changes incorporated as a result of reviews by Jim Leeper, Sharon Brogan and Satish Patil, notably Table 27.
2.1 2010-4-06 Houssein Hallani
Service Management Office Manager
UNSW Review and incorporation of minor changes ready for group release for input.
2.2 2010-04-13 Daniel Dos Santos
Service Desk Manager UNSW Minor changes made to Support Service 1 – UNSW IT Service Centre (table 27)
3.0 2010-05-11 Jeanette Patamia
IT Customer Services Director UNSW Major Release
Table 1
Document Distribution and Acceptance
Ver Date Recipient Title Company Approval
1.0 2010-04-dd Grahame Waterhouse Senior Technical Engineer UNSW 2010-04-dd
1.0 2010-04-dd Houssein Hallani Service Management Office Manager UNSW 2010-04-dd
1.0 2010-04-dd Janette Patamia IT Customer Services Director UNSW 2010-04-dd
1.0 2010-04-dd Satish Patil Project Manager, MPS Migration UNSW 2010-04-dd
1.0 2010-04-dd Sharon Brogan Managed Print Services Program Manager
UNSW 2010-04-dd
1.0 2010-04-dd Samantha Nicholson IT Change Manager UNSW 2010-04-dd
1.0 2010-04-dd Chris Burling Solutions Architect UNSW 2010-04-dd
1.0 2010-04-dd Jennifer Ng IT Procurement UNSW 2010-04-dd
1.0 2010-04-dd Daniel Dos Santos Service Desk Manager UNSW 2010-04-dd
1.0 2010-04-dd Deleene Simpson Procure to Pay UNSW 2010-04-dd
Table 2
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Ta
Table of Contents
Document Change History ................................................................................ 2
Document Distribution and Acceptance .......................................................... 2
Purpose of this Document ............................................................................. 5
Managed Print Service ................................................................................... 6
Student Printing ................................................................................................. 6
Staff Printing ...................................................................................................... 6
Service Description ........................................................................................ 7
Service Delivery .............................................................................................. 8
1. IT Service Centre (telephone) ....................................................................... 8
2. IT Walk up Counters ...................................................................................... 8
3. Monitor Business Machines ......................................................................... 8
a. Valet Service .................................................................................................. 8
4. Faculty IT Support ......................................................................................... 8
5. Shared Service Desktop Support ................................................................. 8
6. IT Procurement .............................................................................................. 8
7. MPS Management .......................................................................................... 8
8. IT Infrastructure Services ............................................................................. 8
9. Vendor Services (Lexmark /e-Volve) ............................................................ 8
11. Service Management Office ..................................................................... 8
Service Targets ............................................................................................. 11
Appendix A ................................................................................................... 12
1 Eligible Cohorts ...................................................................................... 13
Student Printing Service ................................................................................. 13
Staff printing Service ....................................................................................... 13
2 Staff Service Components ..................................................................... 13
Staff Service Component ................................................................................ 14
a) Right Fit Analysis ........................................................................................ 14
b) IT Procurement options (buy or lease) and activities ............................... 14
c) Installation and configuration of devices .................................................. 14
d) Proactive management of consumables ................................................... 14
e) Secure release printing ............................................................................... 14
f) Monthly Billing and chargeback ................................................................. 14
g) Reporting ..................................................................................................... 14
h) Support Processes (Service Centre, Infrastructure, 3rd parties) ............. 14
i) Installation and configuration of printer drivers print queues: ................ 14
j) Complete Lifecycle management ............................................................... 14
3 Solution Architecture ............................................................................. 15
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4 Support Processes and Responsibilities ............................................. 16
5 Customer Engagement Channels ......................................................... 17
6 Continuous Improvement ...................................................................... 18
Recommendations for Improvements ............................................................ 18
Periodic review ................................................................................................ 18
7 Appendix B ............................................................................................. 19
Support Scenarios ........................................................................................... 19
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Purpose of this Document
This document defines the Scope, Service Components and Support Services required in order to deliver the University of New South Wales (UNSW) Managed Print Service (MPS).
Further information on MPS can be obtained from the following individuals as represented within Table 3:
Area of Expertise Individual Telephone
MPS Subject Matter Expertise Satish Patil, Project Manager, MPS Migration 02 9385 8481
IT Procurement Jennifer Ng, IT Procurement 02 9385 2923
UNSW Procurement Deleene Simpson, Procure to Pay 02 9385 8509
Asset Management Sonya Jorion, Asset & Configuration Manager, SMO 02 9385 8903
Service Desk Administration Grahame Waterhouse, Senior Technical Engineer, SMO 02 9385 3057
UNSW IT Service Centre Daniel Dos Santos 02 9385 1333
Table 3
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Managed Print Service
The Managed Print Service (MPS) provides a centralized printing solution for (1) students and (2) staff at UNSW. This service includes complete lifecycle management from install to disposal of devices, and all service and support components necessary for operation. The services are broken up into two components - Printing for Students and Printing for Staff.
Student Printing The Managed Print Services provides students with a printing service on a “pay as you use “basis from printers located in the Library and at Student Faculty Lab locations. Students will be able to release print jobs from any public device across all networked campuses
A valet service is available to students when printing to devices in the Library– this service provides help to students with all printing issues eg troubleshooting printer errors, paper replenishment, recharge cards and enquiries. Help is also available for students working in teaching labs – printing assistance can be obtained from any of the IT Walk-up counters located within close proximity to labs, or by calling the IT Service Centre on x 51333.
Staff Printing Printers and Multi functional devices installed under the Managed Print Service provide staff with a fully managed printing service. All print devices deployed through MPS will have network connectivity and duplex printing enabled by default. Cost of staff printing will be charged on a per click (usage) bases for equipment and consumables (excluding paper). The following components are included in the Managed Print Service (see Appendix A for complete details)
a. Right Fit analysis
b. IT Procurement options (buy or lease) and activities
c. Installation and configuration of devices
d. Installation and configuration of printer drivers print queues for the Standard Operating Environment/non standard Environment
e. Proactive management of consumables
f. Secure release printing
g. Monthly Billing and chargeback
h. Reporting
i. Support Services (Service Centre, Infrastructure, 3rd parties (Lexmark and Monitor)
j. Complete Lifecycle management
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Service Description
Service Item Details
Service Group IT Customer Services
Service Name Managed Print Service
Service Description The Managed Print Service (MPS) provides a centralized printing solution for (1) students and (2) staff at UNSW. This service includes complete lifecycle management from install to disposal of devices, and all service and support components necessary for operation. The solution is broken up into two parts - student printing and staff printing
Student Contact For support and assistance students contact the Valet Service Centre located in the Library, local Walk-up Counter, local support staff, or call the IT Service Centre on x 51333
Staff Contact Staff call the IT Service Centre on 938 51333 (x51333) or visit a local Walk-up Counter
Support Hours
Library Valet:During Semester M-F 7am – 10pm S-S 10am – 6pm
Study/Exams: M-F 7am to Midnight – S-S- 10m-Midnight
Recess: M-F 9am-5pm – S-S Closed
Walk up counters: M-F 9am- 5pm:
Walk up counter Library Tower: M-F 8am – 6pm: S-S 11am – 2pm
Service Centre Telephone Support: M-F 8am – 8pm. S-S 11am – 2pm: Email non urgent requests: 24x 7
Application Availability
The printing service is available 24 x 7
Service components 1. Student Printing
This component provides students with a printing service on a “pay as you use “basis from printers located in the Library and at Student Faculty Lab locations. A valet service is available to students when printing to devices in the Library– this service provides help to students with all printing issues eg troubleshooting printer errors, paper replenishment, recharge cards and enquiries. Help is also available for students working in teaching labs – printing assistance can be obtained from any of the IT Walk-up counters located within close proximity to labs, or by calling the IT Service Centre on x 51333
2. Staff Printing
Multi functional devices installed under the Managed Print Service provide staff with the following components:
a. Right Fit analysis
b. IT Procurement options (buy or lease) and activities
c. Installation and configuration of devices
d. Installation and configuration of printer drivers print queues for the Standard Operating Environment
e. Proactive management of consumables
f. Secure release printing
g. Monthly Billing and chargeback
h. Reporting
i. Support Services (Service Centre, Infrastructure, 3rd parties (Lexmark and Monitor)
j. Complete Lifecycle management
Support considerations
Printer driver install and configuration for specialist computers may be referred to local Faculty IT staff. Installation and configuration of specific print devices may incur an additional fee. See IT Website for more details
Lifecycle Management Complete lifecycle management from Cradle to Grave
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Service Delivery
Delivery of the Managed Print Service relies on a collaborative effort from the following 11 Support Services and respective teams (internal and external to UNSW).
1. IT Service Centre (telephone)
2. IT Walk up Counters
3. Monitor Business Machines
a. Valet Service
b. User Support
c. Application Support
4. Faculty IT Support
5. Shared Service Desktop Support
6. IT Procurement
7. MPS Management
8. IT Infrastructure Services
9. Vendor Services (Lexmark /e-Volve)
a. Support and Service
b. Fulfillment ( E-Volve)
10. Financial Services
11. Service Management Office
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The Following table describes the core services necessary for delivery of the Managed Print Service.
Support Service Description
1. IT Service Centre (Telephone)
Logs request for support and service in CA SD tool Provides initial troubleshooting Escalates to expert teams for final resolution Escalates to Incident management and/or Vendor. Informs Service Owner
2. Walk Up Counters
Logs requests for support and service in CA SD tool Replenishes paper and toner Assist students with card transactions – top ups (financial) Responds to Printing errors, paper jams or other Assists with Print driver installation and print queue management Escalates to expert teams for final resolution Escalates to Incident management and/or Vendor. Informs Service Owner
3. Monitor Business Machines a) Valet Service
b) User Support
c) Application Support
Paper and consumables replenishment Operational readiness
Resolves Monitor account issues Responds to Printing errors, paper jams or other Cash, EFTPOS and Credit Card deposit transactions to Monitor Accounts Cash, EFTPOS and Credit Card Library Fine Payments Refund and Re-crediting for print job errors Monitor Account Refunds Supports print devices (epay stations, swipe cards and print stations) Support installations, moves adds and changes
Proves expert advice and support for Supervisor net and My Monitor applications as per terms and conditions in contractual agreement
4. Faculty IT Support
Logs request for support and service in CA SD tool Provides troubleshooting for PC configurations Assist with printer driver installation Assists with application printing Co-ordinate and or participate in right fit analysis Escalates to Incident management and/or Vendor. Informs Service Owner
5. Shared Services Desktop Support Logs request for support and service in CA SD tool Provides printer driver troubleshooting and deployment Escalates to Incident management and/or Vendor. Informs Service Owner
6. IT Procurement
Facilitate procurement of printers Advisory service Vendor/SLA Management
7. MPS Management
Coordinate Right Fit Analysis Billing management Ensures currency of Information Manage Leases for Print Devices Coordinate end to end procure to install process
8. IT Infrastructure Services
Responds to tickets raised via CA SD tool Manages the environment (s)which hosts MPS applications and databases Provides expert advice, support and troubleshooting for MPS Print Queues Provides expert advice, support and troubleshooting for UNSW Active Director y where relevant to the MPS Service Provides expert advice and support for the databases related to the MPS Service Escalates to Incident management and/or Vendor. Informs Service Owner
9. Vendor Services (Lexmark /e-
Volve) a) Support and Service
Coordinates right fit analysis Provides support for the LDCM service hosted by Infrastructure Services Drives operational performance reviews (SLA performance, issue resolution, service improvements) Delivers against contractual agreement Support installations, moves adds and changes
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.
a) Fulfilment (e-Volve)
Supply of Lexmark Printers
10. Financial Services
Journals are automatically generated by Supervisor Net and Lexmark LDCM and sent to NS Financials where they are processed in order to transfer funds between UNSW Accoounts as required for cost recovery billing. The process for posting journals from Lexmark billing is currently under investigation
11. Service Management Office
Monitors and Manages and reports on this service Facilitates speedy resolution of incidents via the incident management process Owner of this document
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Service Targets
Table (below) illustrates the service targets that cover Response to Incidents and Resolution of Service Requests for UNSW internal, Monitor Business Machines and Lexmark
General Description
Incident Management
All Incidents are channeled through the UNSW IT Service Centre. The Service Centre will provide 1st
level support and facilitate and coordinate 2
nd and 3
rd level technical/functional support where necessary. The
following priority codes are used when a call is logged with the UNSW IT Service Centre.
Monitor Problem Resolution
Valet Service
Monitor Problem Resolution
Non Valet Service
Lexmark
Sup
po
rt S
erv
ice
Le
vels
Priority Code
Description UNSW Response Time
The time between logging the incident and start working on a solution.
UNSW Resolution Time
The time in which a solution to an incident must be implemented
Response Resolution Response Resolution Response Resolve
1 Priority 1 - A major production outage, performance degradation, or instability causing significant impact to the University community.
Eg: All users cannot print:
Initial response 15 minutes – UNSW internal. The call is logged to Monitor Valet Service and escalated immediately to Incident manager and MPS Manager
Within 4 standard support hours from initial logging of the incident or request
Repair and Maintenance
Cost recovery System Failure/unavailability
0.25 hrs for onsite
0.5 hrs for on-campus
2 Hours for off campus
98%=.25 hrs, 100%=.5 hrs
98%=0.5 hrs,100%=75 hrs
98% = 2 hrs, 100%= 3 hrs
1 Hour
2 Hours
2 Priority 2 - A large number of customers/end-users impacted. Entire office, department or school is experiencing similar problems. Small number of customers can not utilise mission critical applications
EG. Users in a school cannot print
Initial Response 15 minutes UNSW internal. The call is logged to monitor Valet Service and escalated immediately incident manager and MPS Manager
Within 8 standard support hours from initial logging of the incident or request
Return to Service
Repair or escalate
POS terminals, print stations, card readers, SMB or Enterprise printers
1.25hr for onsite
1.5 hrs for on campus
3 hrs for off campus
98%= 1hr, 100% =1.5hrs
98% = 1.5 hrs, 100% 2 hrs
98% = 3 hrs, 100% 4 hrs
2 Hours
8 Hours 4 Hours
4 hrs onsite lib and labs
100% Next business day calls after 3pm
95% all other on campus locations
VIP Priority VIP
All printing from Teaching Labs
All printing issues for UNSW VIP’s
Initial Response 15 minutes UNSW internal The call is logged and escalated immediately to the appropriate resolver group Incident Manager, MPS Manager
Within 8 standard support hours from initial logging of the incident or request
2 Hours 8 Hours 4 Hours
100% - 2 business days UNSW metro
3 Priority 3 - User/customer work group unable to use non-mission critical application(s). Customer can work with minimal impact to their productivity.
Initial response < 4 hrs UNSW internal. UNSW IT Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround.
Within 16 standard support hours from initial logging of the incident or request
4 Hours 16 Hours 4 Hours
100% - 3 business days Regional
4 Priority 4 - Incident that does not impact business.
Initial response < 4 hours UNSW internal. UNSW IT Service Centre will provide first level support with the intention of providing a permanent solution or facilitating a workaround.
Within 40 standard support hours from initial logging of the incident or request
8 Hours 40 Hours 4 Hours
100% - 5 business days Country
Request Management
By Category:
Consumables Paper Replacement Valet
Consumables fulfilment - toner - Lexmark
Consumables Replacement
0.5 hrs onsite alert
0.75 hrs on campus alert
2.25 hrs off campus alert
100% onsite
98% =0.75 hrs, 100% = 1hr
95% = 2.25hrs, 100% 3 hrs
100% 4 hours labs, Lib 1 BD – metro 3 BD –major town 4BD- remote
Supply of Colour/Mono printing MFD 90% within 8 business days
100% within 13 business days
Assumptions: 1. Incidents relating to unavailability of the Cost Recovery Services will be treated as Service Centre Priority 1 incidents (.2.) Incidents relating to availability of POS terminals, print stations, card readers and SMB or ENTERPRISE printers will be treated as Service Centre Priority 2 incidents. 3. An on-site call is defined as a call
coming from a user relating to an incident with MPS equipment which is co-located with the Valet Service personnel. 4. An on-campus call is defined as a call coming from a user relating to an incident with MPS equipment which is located on the same campus as the Valet Service personnel. An off-campus call is defined as a call coming from a user relating to an incident with MPS equipment which is:Not located on the same campus as the Valet Service personnel and; Is located within a metropolitan area. Valet Services may optionally be provided by UNSW or Service Provider depending on level of demand and level of irresponsiveness. KPI esponsiveness for Valet off-campus requests may in reality be no better than Lexmark response/resolution KPI’s.
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Appendix A
1. Eligible Cohorts defined
2. Staff Service Components
3. Solutions Architecture
4. Support Process and Responsibilities
5. Customer Engagement Model
6. Continuous Improvement
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1 Eligible Cohorts
Service Eligible Cohort Student Printing Service Undergraduate Students
Non-award students
Post Graduate Coursework students
Community Borrowers[1]
Casual Visitors (see requirement 4.3 g)
Alumni users upon request
Staff printing Service All UNSW Staff (General, Casual, Academic, Academic
Visitor)
Post Graduate Research students
Internal Contractor[2]
Visiting Academic
Emeritus Professor
2 Staff Service Components
a. Right Fit analysis b. IT Procurement options (buy or lease) and activities c. Installation and configuration of devices d. Installation and configuration of printer drivers print queues for the Standard Operating
Environment/non standard Environment e. Proactive management of consumables f. Secure release printing g. Monthly Billing and chargeback h. Reporting i. Support Services (Service Centre, Infrastructure, 3rd parties (Lexmark and Monitor) j. Complete Lifecycle management
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Staff Service Component Description a) Right Fit Analysis The right fit analysis assesses is performed by Lexmark by
performing the following tasks: electronic printer audit, physical printer audit, collect of business requirements via workshops, interviews and/or online survey. Output is a proposed future state print architecture. This future state is documented in a recommendation report that requires UNSW stakeholders/faculty approval prior to proceeding to the Fleet implementation.
b) IT Procurement options (buy or lease) and activities
The IT procurement team will assist with options for purchase or leasing of printers and MFD’s
c) Installation and configuration of devices
Installation and configuration of printer’s and MDF’s is included in the purchase price. An additional fee may be incurred if purchasing a non standard device.
d) Proactive management of consumables Consumables will be primarily provided in response to automated alerts, furnished by LDCM software. The provision of consumables proactively will be limited to document printers visible via LDCM. Manual toner ordering for contracted service provider printers will be available via service provider portal
e) Secure release printing
Secure Release Printing is technology that allows users to send documents to a printer queue. The user is then able to print the document or “secure release” to an available device using either an external terminal configured to send the document to a nominated print device or using software embedded in a print device
f) Monthly Billing and chargeback
Click charges for Staff Service to be billed on a monthly basis Rental premiums (if device is leased) for Staff Service to be charged on a quarterly basis
Staff – charged via “click” (usage) charges for consumables (excluding paper)
- Structure of “click” charges (TBC) Release 1 of the service (R1): Per printer billing model
Release 2 of the service (R2): Per printer billing model with user tracking reporting. The proposed per user billing model functionality is yet to be confirmed.
g) Reporting
Monthly IT at UNSW performance reports Faculty reports (usage reporting)
h) Support Processes (Service Centre, Infrastructure, 3rd parties)
Lexmark and Monitor
All requests for support and service are channelled through the IT Service Centre or IT Walk-up counters. Service Centre will provide initial troubleshooting and either resolve the issue or escalate to the appropriate resolver group or third party.
i) Installation and configuration of printer drivers print queues:
Standard Operating Environment
non standard Environment
Performed by It Service Centre, Walk up Counter. Call may be escalated to Desktop Services or WinAd for complex issue resolution
Service Centre and Walk-up Counters will provide best effort support installing printer drivers on non standard devices. Call may be escalated to Faculty IT for complex issues or if local print server/AD support is required
j) Complete Lifecycle management
Cradle to Grave Environmental Sustainability
The Service Provider (Monitor) will manage all aspects of the Managed print Service with which Service provider is involved throughout the contract including installation, deployment, moves, adds, changes, decommissioning and disposal
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3 Solution Architecture
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4 Support Processes and Responsibilities
Monitor UNSW Lexmark Evolve
Charge Rate Adjustment
MPS Accounting
Proactive Maintenance
Vendor Product Reviews
Right Fit and Recommendations
Transaction Reconcilliation
Valet Service ID Card Provisioning
User Provisioning
Install, Move, Add , Change , Decommission, Disposal
Application Administration
Procurement Requests– Orders and Fulfilment
Infrastructure Hosting
Consumable Management
Service Management Process
Service Centre Support
Active Directory /IDMSupport
Exchange Support
Network Support
Database Administration
Break Fix
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5 Customer Engagement Channels
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6 Continuous Improvement
Recommendations for Improvements
Managed Print Services Manager (TBA)
IT Vendor Manager (Jennifer Ng)
The Service Management Office: [email protected] and;
Satish Patil, Project Manager – MPS Migration, email: [email protected]
Periodic review This Service Definition document forms the initial Baseline for future service renewal.
The validation of the targets listed within this Service Definition document will be reviewed iteratively by the Service Management Office.
A period of time is required to gather data before a review of Service Level Targets (SLT’s) for the Managed Print Service can be made. It is intended that within the near future, the provisioning of ongoing monthly performance reports will be incorporated into the Managed Print Service offering, and this responsibility shall be borne by the SMO.
Review of MPS shall be conducted annually. The Managed Print Services Manager is accountable for initiating this review and managing and initiating continuous improvement opportunities through to a successful conclusion.
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7 Appendix B
Support Scenarios
1. I am a student and cannot print to a printer in the Lab 2. I am a staff member and cannot print to any of the printers on my floor 3. My swipe card is not releasing my print job 4. I want to top up my student print card 5. I want to order a new Printer 6. The application server is not available 7. The print server is not available 8. The database servers are not available 9. Interface errors have occurred causing discrepancies between transactions recorded in the system and the
balance of accounts recorded in the UNSW Financial system 10.
