IT Service Catalog FY 2019-2020

I N F R A S T R U C T U R E A N D O P E R A T I O N S

Skype for Business Microsoft Skype for Business combines instant messaging, desktop sharing, application sharing, live meetings, audio conferencing and video conferencing.

INCLUDES: • Instant Messaging • Audio- conferencing • Video-conferencing • Desktop Sharing • Application Sharing • Collaboration through

How do we charge? Included in monthly MS Office charge (Appendix A)

Major cost drivers • Number of network devices in use • Hardware acquisition • Hardware support • Operations and engineering support • Maintenance • Internet filtering • Bandwidth

whiteboard documents • Collaboration through PowerPoint documents • Polling lists

RESPONSE TIME Priority Time Critical 4 Hours High Same Day Medium 3 Days Low 5 Days

What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled during non-business hours) 99% of Skype for Business troubles/issues repaired or completed within 3 days

Contact: Gerrad Biffle Telecommunications Manager 336-373-2333

Employees sent 548,018 instant messages last year. FACT:

21 I T S E R V I C E C A T A L O G • F Y 2 0 1 8 - 2 0 1 9