Service Catalog

Service Catalog

The Service Catalog is a compilation of services UCF IT has to offer. It has been designed to define and categorize our service offerings with more accuracy than ever before while enhancing your understanding of what UCF IT can provide. Our purpose is to clearly and consistently describe the services and make it easy to identify which UCF IT services will better support you in reaching your goal. Each item includes a description, technical specifications, functionality, and price.  Additionally, the Service Catalog serves to facilitate communication between UCF IT and the UCF community, ultimately making it easier for customers to consume services from UCF IT.

Below are a list of the services offered by Organizational Unit, then by category. Clicking on a service entry will bring you to a page with details for the selected service. The prices are effective July 1, 2016-June 30, 2017.

Terms & Conditions

Terms and Conditions Document is a part of each Service Level Agreement that details the provisions, requirements, responsibilities and standards related to the services we offer. The Terms and Conditions document should be read and understood before signing the Service Level Agreement.  Before using the hosted Data Center service, customers are strongly advised to read through the Hosted Data Center Policies and Procedures.

Service Level Targets

When you create a ticket with us, we categorize them as either service requests or incidents. Service requests are submitted to request something new or modify the original provisioning of an existing service, hardware device, or software component. Incidents are submitted when something is broken or functioning in a degraded manner in an existing service.

In general, we consider incidents higher priority since they represent an interruption in the service(s) we provide that you need to get your work done.  To help us provide better service, we use Service Level Targets (SLTs) for incidents currently, with plans to apply SLTs to service requests in the future.

Why Service Level Targets?

We currently use SLTs to help us prioritize incidents we receive. While not all incidents are resolved within the target time, we are committed to allocating the appropriate resources to restore the service(s) affected.

Current Incident Service Level Targets 

Priority Business Impact Urgency Response Resolution Time *
Critical Prevents ability to perform job function

Impacts an instructor led Classroom

Immediate resolution required

No work around (at a job function standstill)

Unable to perform limited/other job duties

All immediate and sustained effort using ALL required resources until resolved 1 hour
Prevents ability to perform job function

Impacts the entire University, entire building or delivery of patient care

Immediate resolution required

No work around (at a job function standstill)

Unable to perform limited/other job duties

All immediate and sustained effort using ALL required resources until resolved 4 hours
High Prevents ability to perform job function

Impacts one or multiple users

Priority to resolve as soon as possible post mitigation of higher prioritized issues

No work around (at a job function standstill)

Unable to perform limited/other job duties

Assess the situation, may interrupt other resources working lower priority issues for assistance 1 business day
Normal Reduces job productivity and/or capacity

Impacts University, an entire building or one or multiple users

Immediate resolution NOT required

Still able to perform limited/other job duties

Respond using standard procedures and operating within normal supervisory management structures. 3 business days

* The SLT resolution time reflected is on average and not all incidents will be resolved within this time.