Service by ISG

The "Service by ISG" is aimed at ETH organizational units (departments, institutes, platforms, professorships, etc.) as well as ETH-related or associated organizational units. ETH IT Services thereby provide standardized IT solutions and services for teaching, research and administration which are cost-efficient, scalable and secure and compliant with ETH guidelines. This providing of commodity IT solutions enables customers to concentrate on teaching and research and to obtain the management of commodity IT through "Service by ISG".

An ISG stands for IT Services Group (or IT support group), which is managed by an ISL (IT Services Group Lead, or IT support Lead). These ISGs can work specifically for the organizational units listed in Chapter 1 of the protected pageBase SLAlock , or for individual customers such as institutes, platforms or professorships.

The "Service by ISG" is structured as follows:

• Basic services:
  Certain basic services such as mail, calendar, identities, etc., are provided for all IT workplaces, regardless of how many managed IT workplaces are obtained from "Service by ISG".
  
• Standard services for managed IT workplaces:
  The main scope is providing a modern and secure IT workplace in compliance with ETH guidelines and the support of the customer’s end users. This service can only be obtained by entire organizational units and not individually per employee. If an organizational unit is spread across several locations, the service is provided per defined location. The standard services are provided on top of the basic services for the IT workplaces of an organizational unit which obtains the managed IT workplace as part of the "Service by ISG".
  
• ISG serves as the customer's interface to the services of the IT service catalog of IT Services, which includes a wide range of IT Services. Within the "Service by ISG", these services are brokered to customers, provisioned for them and, depending on the case, also managed.
  
• ISG is the first point of contact for customers with IT-related requests. The "Service by ISG" therefore also includes consulting and support services for customers, e.g. for procurements, projects, etc.

The detailed service scope of "Service by ISG" is described in Appendix A of the protected pageBase SLAlock.

• High-availability operation of commodity IT and end-user support.
  
• Providing a modern IT workplace.
  
• ISG as the first point of contact for IT-related requests and issues.
  
• Experienced and professional IT specialists ensure fast problem solving and thus minimal downtime.
  
• Ensuring compliance with ETH IT security guidelines and implementing IT security measures to protect against cyber-attacks and resulting data loss.
  
• Users can concentrate on teaching, research and administration.

The cost model is described in the protected pageBase SLAlock. Customer-specific deviations from the protected pageBase SLAlock are defined in a Customer SLA, which extends or potentially overrides the protected pageBase SLAlock.

Additional services can be defined individually in separate Customer SLAs. To order, please get in touch with the contacts listed under Support / Responsibilities.