ISD Service Catalogue

ELEMENT NAME	DESCRIPTION
Major Service Desk Category	Data Centre and Servers
Service Name	Data Restores and Backups
Service Description (including technical requirements/Specifications)	Provision of restore of data from corporate databases, staff mailboxes, HOME folders and Departmental FileShares Data snapshots (only 4 per year) are kept for a period of two years currently Specific backup requests can be accommodated via a servicedesk call. Details required are: Server, frequency, schedule limitations, Disaster Recovery considerations
Service Owner	ICT Infrastructure
Business Process (from a user perspective)	Information to be provided to the servicedesk must include the following details: - Date of last known existence of file or folder - Path of file or folder to be restored incl. server name where appropriate - Destination path required - Indication of whether the file is to have a different name or to be overwritten
Supporting Materials
How to obtain help	The Service Desk will provide support to those unable to avail of it through the Service Catalogue Entry and self-help resources. Email : servicedesk@ulster.ac.uk Telephone: 028 90 366777 (external) or 66777 (internal).
Cost (where applicable)
Service Metrics (KPI/SLA statement)	Normally within 24 hours of Service Desk call logged.
Who can avail of the service?	All University employees and associates.
Keywords	Backup Databases Mailboxes HOME Folders FileShares Restore