Page Comparison

Service

Routine Processing (Scheduled RunJob)

Service Manager

Department

Contact

Service Owner

Description

Routine processing (aka. Scheduled RunJob) is a service provided to perform routine tasks requested by academic and administrative offices.  This can be done to ensure regular delivery of service, which may require access to the underlying systems or to provide checks and balances for a specific tasks.  This service also covers the establishment of Job Streams in the ISE Scheduler software package for regular/routine execution of procedures with little or no human intervention.

Service Users

Fredonia Faculty/Staff in offices for which procedures have been created.

User Services

• Routine execution or procedures resulting in the adjustment of data or the creation of output used to support departmental procedures

Business Services

• Creation of procedures for routine execution
• Request the start/stop of one-time or regular procedures
• Request the adjustment of already established procedures

Technical Services

• Maintenance of ISE Schedule Job Streams (jobs, variables)
• Monitoring of the execution of Job Streams for failed jobs 

Requirements

• Retrieval of data files from some external services requires a username/password
• Execution of procedures requires access to a related departmental account with access to the associated programs

Rates / Cost of Use

• No rates have been defined

Getting Started

• How does a user request access to this service?

Availability

Getting Help

How does a user request assistance for the service?

Who can ask for certain aspects of assistance? For example, in OnBase, only liaisons can request configuration changes.

All requests for assistance are completed using FredQuest:
https://fredquest.fredonia.edu/

SLA Notes

What is the turnaround time for the service level agreement? What other stipulations exist to using the service? Do support tickets have a different turnaround than change requests?

• Users with workstation issues can expect a response within 4 hours and should expect a resolution within 48 business hours of entering a ticket.

What is not included:

• List what is not included in the service
• Informal support

Business Procedures

Where are the business procedures and knowledgebase for this service located?

• Back-up procedures, how to fulfill, hot to troubleshoot, configurations, onboarding, deprovisioning, reports, etc.

Change Procedures

Changes to the service (transition, additions, and discontinuations) must be reviewed by TAC and approved by the Service Manager (CIO) and Cabinet.

Assigned Primary Support

Assigned Secondary Support

RACI Chart

Date Last Modified