9.1 - Shared Platform System Administration Procedures

Introduction:

As a shared Library Management System, hosted remotely in a Managed Services environment, System Administration requires a hierarchical structure of roles and responsibilities across participating libraries. This ensures effective and efficient administration of the LMS system and avoids any possible conflict in configuration and administrative tasks.

9.1.1 – System Administrator Levels and Roles

The three levels of System Administration are:

SirsiDynix through the SD Support Centre and SaaS staff
The Libraries Victoria Systems Administration team
Local System Administrators employed by individual member libraries.

The following definitions outline the responsibilities and level of access for each of these roles.

SirsiDynix

SirsiDynix, through their Client Care and SaaS (Software as a Service) support staff, fully manage the hardware and software environment for all services for which they are engaged by the Consortium.

Only SirsiDynix staff will have full command line and FTP access to Libraries Victoria Production servers.

Libraries Victoria System Administration

The Libraries Victoria Systems Administration team is employed on behalf of all member libraries to oversee the ILMS environment and liaise directly with SirsiDynix support staff. All support requests from member libraries must be lodged through the Libraries Victoria Support portal, where a Systems Admin team member will action it.

Level of Access –

The Systems Administration team controls and allocates access to Symphony configuration and is responsible for overseeing all Global and Local policy configurations. They have access to all aspects of the configuration modules for all interfaces and services (e.g. Symphony Workflows, Enterprise/Portfolio, BLUEcloud Central, BC Analytics, etc.), other than those which require direct command line control on Production servers.

The Systems Administration team does have command line and FTP access to Test environment servers hosted by SirsiDynix.

Local System Administrators

Local Systems Administrators are staff employed directly by individual member Libraries Victoria libraries. Their precise roles, titles and position descriptions would be determined by their employer (e.g. the local council or corporation to which their library belongs), but they will liaise with the Libraries Victoria Systems Administration team in relation to LMS configuration and support.

Level of Access –

Local System Administrators may have access to Local Policies belonging to their library only. These include:

· Customised Policy Lists

· Holding Codes

· Order Maps

· OPAC Gateway configuration

· Enterprise Profile

· Default Price

· Library policies

· Local Item Types, Categories and Locations

· User Profiles and User Access Policies

· Circulation Rules

· Billing Structures

· Wizard Properties

· PIN Policies

· Other Local Policies as required

9.1.2 - Access to Workflows Configuration

Only one person at a time is able to access Configuration function in Symphony Workflows to make modifications to Policies (whether Global or Local). Therefore, requests to access a particular Policy Configuration function must be submitted via the Access to Configuration Service Request (on the LV Support portal) detailing the policy changes to be made.

Upon a request being made, the Systems Administration team will allocate an agreed time for the Local Administrator to make use of the Configuration Module, and will enable access to the particular configuration function required.

Assistance with local configurations is available from the System Administration team on request.

9.1.3 - Libraries Victoria Support SLAs

Tickets and service requests to Libraries Victoria Support can be made via email or through the Helpdesk portal. Instructions on submitted support tickets and requests can be found in FAQ How to submit a support request.

A priority is assigned to all support requests based on the combination of the Impact and Urgency level staff select:

Urgency Impact
High Medium Low High Urgent High Medium Medium High Medium Low Low Medium Low Low

The Service Level Agreement targets for responding to and resolving support requests for each priority level is defined as follows:

Note that some resolutions may be dependent on responses from SirsiDynix or other third party support, or the need for additional information from the requester/library submitting the support request.