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IT Services: Costs, Metrics, Benchmarking, and Marketing by Robert E. Matthews, Thomas R. DiPasquale, Anthony F. Tardugno

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Section III: Support Services

Services Description Specifications
System Backups The frequency and timing of SW and data backups System SW and Data will be backed up daily between the hours of 11 pm and 2 am and stored offsite.
Capacity Planning Identification and development of future capacity requirements to meet system business requirements and budgeting cycles. Capacity planning requirements will be identified and reviewed at least twice annually as part of an overall resource optimization and budgetary planning process.
System Change Management The process to manage and track system change requests to the servers and applications. All systems change requests are to be submitted to the Help Desk. This functions as the control ...

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