IT Business Support Services - Counseling Center Software (Titanium)

Service Name	IT Business Services – Counseling Center Software (Titanium)
Description	This system is used by the Counseling Center to make and track student appointments.
Eligibility	Access is limited to Furman Counseling Center Personnel.
How to Request Service	Contact Service Center at 864-294-3477 or service.center@furman.edu.
Availability	The emergency notification system is available 24 X 7 X 365 except during planned maintenance and upgrades.
Charges	None
Service Line	Enterprise Systems
Features	Assist vendor in trouble shooting hardware and software issues Work with the vendor to update systems
Owner	Soren King
Pre-requisites	Functioning infrastructure, network, servers, and user interface. Person reporting problem provides sufficient data to research the problem.
VP Customer	Vice President for Student Life
Delivery Channels	Completed work requests Consulting support
Service Targets	Resolve 90% of trouble calls within 5 hours from when notified of problem or escalated to vendor within that time Complete 95% of update installations no later than one month of update release or notified by Counseling Center Complete 95% of set-up and installation of new features at most three months from time user and owner agree feature desired