2026 Budget Service Level Catalogues

                            Security of Operations          TBD                    ITSM platform
                            Events Triaged


Service Outputs – Detailed Activity Listing
                                Activity                                           Service Level/Standard
ERP System
Projects and Change   Oversee changes to the ERP system, ensuring they         Continuous
Management            are documented, tested, and communicated
                      effectively to minimize impact on users.
                      Help Desk and User Support: Provide dedicated
                      support for ERP-related issues, including
                      troubleshooting and user assistance.
System Support and    Schedule and implement ERP system upgrades to            Quarterly
Upgrades              ensure the system is running on the latest version
                      with all necessary security patches and
                      enhancements.
Training              Conduct training sessions for users on new features      Annually
                      and best practices to maximize the system's utility.
ICT Operations
Help Desk and User    Providing ongoing support to users for                   Continuous
Support               troubleshooting, issue resolution, and assistance
                      with ICT-related queries. This includes managing a
                      help desk system to track and resolve user
                      problems efficiently.
Network Monitoring    Continuously monitoring network traffic,                 Continuous
                      performance, and security to detect and respond to
                      issues in real-time. This includes the use of
                      automated monitoring tools to alert staff to potential
                      problems.
Cybersecurity         Implementing and managing ongoing cybersecurity          Continuous
                      practices, such as firewall management, intrusion
                      detection systems, and malware protection to
                      safeguard the organization's data and ICT
                      infrastructure.
Data Management       Continuously managing data storage, organization,        Continuous
                      and backup to ensure data integrity, availability, and
                      compliance with data protection laws. This includes
                      regular data cleanup and optimization activities.
Asset Management      Ongoing tracking and management of ICT assets            Continuous
                      (hardware, software, licenses) to ensure efficient
                      use of resources, compliance with licensing
                      agreements, and planning for future needs.
Change                Managing and documenting changes to IT systems           Continuous
Management            and infrastructure to minimize impact on services
                      and ensure changes are implemented smoothly and
                      effectively.
Incident              Responding to and managing ICT incidents as they         Continuous
Management            occur, including documenting incidents, performing
                      root cause analysis, and implementing corrective
                      actions to prevent future occurrences.
Staff Training and    Providing continuous learning opportunities for ICT      Continuous
Development           staff to keep up with the latest technologies, best
                      practices, and cybersecurity threats. This includes
                      formal training, workshops, and knowledge sharing
                      sessions.
Stakeholder           Maintaining regular communication with                   Continuous
Communication         stakeholders to inform them of system changes,
                      incidents, and improvements. This also includes
                      gathering feedback to improve ICT services.
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