ICT. The Provider provide a number of key Services to the Council, including ICT. The Provider deliver these Services based on the strategy of the Council and agreed service plan(s) ensuring only those Services where are necessary are commissioned. The ICT service is driven by the Digital Strategy adopted by the Council. The Digital Strategy defines the objectives and key work streams which the Provider are required to support and deliver as part of this SLA. The Council commissions the Provider to provide a number of key Services, manage them on behalf of the Council and deliver them to an agreed standard. The value of the ICT SLA is: £2,822,137 and comprises £2,050,000 of Core ICT Services that are supplied by the Provider and the contract management of an anticipated net £772,137 of ICT Services that are procured by the Council through contracts with other suppliers, these are detailed in ICT Appendix 2 – Managed Applications. This document sets out what those Services are, how they are delivered, to what agreed standards they will be delivered and how performance is measured. There are several service areas within the Council that consume ICT Services from the Provider. Each of these service areas have distinct requirements in addition to any basic ICT needs (for example printing, network access etc.). This section identifies the core ICT Services which are supplied under this Services agreement. Core ICT Services provided to the Council The Provider provide a number of Services which can be identified as core, in so far as they support the general day to day operation of all members of staff and members of the Council. These Services are: Local Area Network including Wi-Fi Wider Area Network Internet Access and website File and Print Email Storage Maintained Applications Database Services Helpdesk / Incident Management Out of hours support Disaster Recovery and Business Continuity in relation to Council recovery IT Information Governance Cyber Security Services Device management (i.e. Laptops, Desktops, Servers, Network infrastructure) Mobile device management ICT contract management
ICT. KPI Name Description Performance Measures Period Calculation Target Pass Fail Service Desk Activity Measures the volume of Service Requests to measure trend Number of new incidents logged by priority Previous calendar month Sum of incidents logged per priority group in the ICT Service Management Systems Baseline (per group) N/A N/A Service Desk Quality Measures how well the service desk performs Number of incidents reopened Previous calendar month Sum Number of incidents reopened in the ICT Service Management Systems Pass <=10 > 10 Service Desk Response Measures Service response Percentage of incidents resolved in agreed timescale for resolution for each incident priority group Previous calendar month For each Incident priority group, the percentage of incident raised in the period that have been resolved in the agreed timescale for resolution in that group, divided by the total number of incidents raised in the period in that priority group, multiplied by 100. Pass all groups 87% (per group) < 87% (per group) Critical Incidents Measures critical incident count Number of P1 incidents Previous calendar month Sum Number of P1 incidents raised in the ICT Service Management System during the period Pass <=20 >20 Core Application Availability Measures core business applications are available % of time application available for: Email Business World Mosaic including reporting Internet – Staff access to internet Phone system Website Availability tests to be documented Previous calendar month MIN % availability for each monitored application. Whether Services are up or down is established with polling tests and service availability systems detect if applications are up and running and available for staff to use. Calculation of availability is based on the following calculation: Agreed Service Time (AST), and the downtime (DT), according to the formula. Agreed service time (Planned availability) is the period when the ICT service is supposed to be available and detailed in the SLA less any periods where planned maintenance will occur. Pass >= 99.5% < 99.5% WAN performance Inter site latency measure Latency measured between WAN sites Previous calendar month For each WAN link monitor latency is measured by polling tests from the Solarwinds monitoring server to the switch on site. Report MAX latency for all links. PASS` <=50ms >50ms WAN availability Inter site connectivity Aggregated % for key devices Previous Calendar Month Wan availability is measured by polling ass...
ICT. 10.1 You must comply with all relevant Dartington Learning policies, rules and regulations in relation to the use of ICT during the course of your studies.
ICT. In the current phase of development of society which could be described as information society, considerable economic development is possible only by widely applying ICT in public government, economic activities and especially in SMEs, as well as in households. Digital content has an increasingly crucial role in the country’s economic and social development, it plays a significant role in research and education. Within the framework of the Smart Specialisation Strategy the ICT industry is defined as a horizontal development precondition.
ICT. Trainees have access to the University of Manchester network and intranet and to the Internet via computers situated in IT clusters in B Block of Xxxxx Xxxxxxxxx building and around the wider university campus. Trainees have access to relevant areas of BlackBoard to support teaching and learning activity. School Direct alliances Each School Direct alliance is expected to share any alliance key policies, relevant reading materials and resources relating to the school led training with their trainees. Relevant resources linked to school led training days should be made available to trainees in hard copy or through an agreed electronic method, so trainees are able to enhance and support their own professional learning in these subject areas.
ICT. The GCC and Singapore recognise the rising importance of ICT in both domestic and international context and agreed to enhance cooperation in the promotion of the development of ICT and ICT-related services.
ICT l. Cyber security, personal data protection, protection ofcritical infiastructures and services;
ICT. 2.11.1 Despite the installation of a state of the art telecommunication system in 1997 (UNDP/NZODA/Tokelau Government/ITU), a recent assessment of information technology (IT) has highlighted many weaknesses including high costs of Internet connectivity and people finding it difficult to pay off their telephone bills due to high rates. A FM Radio system was installed on each atoll (UNDP/NZAID) in 2002, which is providing news for the local people and has greatly enhanced the level of awareness of the population on governmental affairs and decisions of the General Fono.
ICT. The Trust will initially use the ICT system (CISS) and then the new system (Careworks) for the duration of the Agreement.
ICT. The CPMU staff shall be appointed by the Borrower and approved by ADB. Implementation of the Policy Letter and Policy Matrix
