This service offering seeks to clearly document the ICT services provides and the quality level at what the service should provide is to be delivered and how it costs. The services are categorized into eight different areas:
- End User Support Services
- Data Centre Services
- Internet Services
- Cloud Service
- Communication Services
- ICT Strategic Relationship and Service Level Management Services
- Information Security Services
- Training
End User Support Services
End User Support Services – Provide School Net and ICT desk users of ICT services a single point of contact (Service Desk) for their ICT requirements and provide effective support in their use of ICT services.
ICT Service Desk
– Single Point of Contact (SPOC) for all ICT related services and issues
– Phone calls, Telegram or text message made to request support
End user technical support /Hardware/
– PC Hardware and spare parts replacement.
– Troubleshooting faulty devices
– Remote Site support
– On-Site support
– Network Problems
– Monitoring WAN/LAN links, network hardware,
– Backup Plan
– Create and Manage all virtual machines
– Manage Resources
– Power Issue
End user technical support /Software/
– Operating Systems Installation (MS & Linux)
– Software License activation
– Basic software installation
– System Restore – windows & Linux
– System Update
– Maintenance and troubleshooting
Application support, maintenance & administration
– System Configuration
– System User Support
– System upgrades
– System User Training
– Other Applications
Application Enhancements & New Developments
– 3rd Party Application support
– Web Services Development and Enhancements
Integrated Media Support
– Video streaming on demand
End user technical support /Network/
– Configuration of network devices
– VPN and internet services
WAN data services
– Remote Site Connectivity – Internet Connectivity
– VPN facilities
LAN data services
– Wireless services
– Network infrastructure management
– Wired services
End user facility management
– ICT Facilities Management
– Computer Lab Facility Planning
– Computer Replacements, Relocations and new Allocations.
IT Inventory Management
– Hardware (Servers, PCs, )
– Network (Switches, routers, wireless access – points etc.)
– Software’s
User Authentication and Access
– Staff Network account Administration privilege for Lab pc management
– Students user Account & Password
Ad-Hoc Service Requests
– Unexpected, unscheduled tasks or projects that require a quick response and immediate prioritization.
Data Centre Services
Data centers provide secure storage for student records, research data, and other sensitive information. The management of campus wide data centers where SchoolNet and ICT desk business applications run in a secure, controlled environment.
Data Centre Infrastructure Enterprise Systems Management (DCIM)
- Data management: Storing, flowing, and distributing data
- Hardware, software, and operating systems: Managing the data center’s hardware, software, and operating systems
- System optimization: Upgrading and optimizing data center systems
- Backup systems: Planning and managing backup systems and processes
- Technical support: Providing technical support to other teams and departments
- Emergency planning: Creating emergency and contingency plans
Network management platforms
- Monitoring WAN/LAN links, network hardware,
- monitor, maintain, and administer networks in datacenter devices
- Ensuring the network’s efficient operation to the users.
Data center solutions
- Integrated systems that can help configure IT infrastructure for power, cooling, security, and management.
- This helps ensure optimal performance and scalability for education needs.
IP SAN storage networking solutions
Data storage to build a storage interconnection network that meets high throughput and low latency requirements for storage data synchronization, backup.
Cloud Computing Based on Computing Services
Cloud service provided via the internet rather than the company’s servers, these allow the delivery of servers, storage, and backup online and can dynamically scale up based on the users’ needs.
These are broadly classified into five types. But, in our case we use Software as a Service because it includes Iaas and PaaS.
Cloud Computing Based on Computing Services
– Infrastructure as a Service (IaaS)
Also called Hardware as a Service (HaaS), IaaS provides on-demand access to fundamental computing resources like processing power, networking, and data storage capacity provided and maintained by the cloud service provider over the internet.
– Platform as a Service (PaaS)
An advanced version of IaaS, PaaS also provides the computing platform and solution stack as a service with the IT infrastructure. It provides a highly versatile demand-based environment for developing, testing, delivering, and managing software applications.
– Software as a Service (SaaS)
as on-demand software, software as a service incorporates both IaaS and PaaS models
– Network as a Service (NaaS)
NaaS is ideal for users who do not want to use their networks and outsource their entire network infrastructure requirements to the cloud service providers. Network virtualization is done in this service, with connectivity and bandwidth being provided for the contracted period.
– Serverless Computing
Sharing some features with PaaS, this computing concept helps developers build app functionality rather than manage the servers and infrastructures.
Communication Services – Management of Audio, video and data communications.
Website and Portal Service
- Educational Events
- Ministry of Education News
- Educational Videos
- Educational Text Books
- Social media channels facebook, telegram, youtube
ICT Strategic Relationship and Service Level Management Services (SLM)
ICT strategic relationship and service level management services ensure that ICT services are delivered as agreed upon by the user community. This includes aligning ICT strategies with the SchoolNet & ICT desk, and ensuring the ICT function performs well in terms of quality and cost.
ICT strategic relationships
Involve building strong relationships with regional education offices and schools to understand their needs and ensure IT services align with their goals.
Service level management
Involves using Service Level Agreements (SLAs).
SLAs formalize the relationship and expectations between the two parties.
Information Security Services – The implementation and management of various physical, technical and operational security controls to ensure the confidentiality, integrity and availability of SchoolNet and ICT desk information and systems.
Security controls are considered by ensuring a balance is maintained between security, usability and cost as well as the risk level it addresses.
- Firewall Protection against External Threats
- Backups and Recovery of Core Systems
- Updated ICT Policies, Procedures and Guidelines
- CCTV Surveillance of High Risk Areas
- Access Controlled to High Risk Areas
Training
• Training – ICT professionals working at 420 schools using the Cloud Infrastructure Project and eLearning Project will receive training from the Schoolnet ICT Desk when they submit a training request.