Description
Project on Service Management Processes
Computing and Networking Infrastructure Consolidation
CNIC
Project Management Office
Computing and Networking Infrastructure
Consolidation Project
Integrated Project Plan Phase II
Version No. 8.4 Appendix
Prepared By: CNIC PMO
Date of Publication: 9/25/201
Version 8.4 !"#$%#$!!&' Page( !9
)A*+, -. C-N),N)/
$0. APP,N1I2 A 3 /,4VIC, 5ANA6,5,N) P4-C,//,/.....................................................................7%
"#$%#&' /INCID#N' M(N()#M#N'*********************************************************************************************************************** 9+
CON,I)%"('ION M(N()#M#N'**************************************************************************************************************************** 9
C-(N)# M(N()#M#N'**************************************************************************************************************************************** 95
"#.#(&# M(N()#M#N'**************************************************************************************************************************************** 9/
P"OB.#M M(N()#M#N'*************************************************************************************************************************************** 90
$$. APP,N1I2 C 3 /+A ),5P+A),...............................................................................................................77
IN)4-18C)I-N.....................................................................................................................................................0!$
5A/),4 A64,,5,N)........................................................................................................................................0!$
1#"&ION -I&'O"2 '(B.#: D('#3 1#"&ION N%MB#"3 C"#('O"**************************************************************************** 102
'(B.# O, CON'#N'&****************************************************************************************************************************************** 102
&'(4#-O.D#" N(M# (ND "O.#************************************************************************************************************************** 102
DOC%M#N' DI&'"IB%'ION********************************************************************************************************************************** 102
&DC MI&&ION 5 &#"1IC# P"O1ID#"********************************************************************************************************************* 102
6()#NC27 MI&&ION 8 &#"1IC# "#CIPI#N'*********************************************************************************************************** 102
&COP# O, ()"##M#N'**************************************************************************************************************************************** 102
&#"1IC# P#"IOD 9&'("'3 #ND3 "#1I#:;************************************************************************************************************** 102
)#N#"(. "#&PON&IBI.I'I#&******************************************************************************************************************************** 10+
General SDC Responsibilities................................................................................................................................1!
General "genc# Responsibilities...........................................................................................................................1!
()#NC2 &I'#&**************************************************************************************************************************************************** 10+
&DC OP#"('ION& (ND B%&IN#&& MOD#.************************************************************************************************************ 10+
C-(N)# M(N()#M#N'************************************************************************************************************************************** 10+
Re$uest for C%ange &R'C( )argets........................................................................................................................1!
&#"1IC# CON'IN%I'2****************************************************************************************************************************************** 10+
I) Ser*ice Continuit# and Securit#........................................................................................................................1!
DI&(&'#" "#CO1#"2****************************************************************************************************************************************** 10+
Disaster Ser*ice )argets.........................................................................................................................................1!
&.( #&C(.('ION P"OC#D%"#***************************************************************************************************************************** 10+
&#"1IC# "#PO"'IN) (ND "#1I#:IN)****************************************************************************************************************** 10
C-(")#B(C4 M#'-ODO.O)2**************************************************************************************************************************** 10
&#"1IC# .#1#. C-(N)# P"OC#&&*********************************************************************************************************************** 10
&#"1IC# D#&4***************************************************************************************************************************************************** 10
Call +scalation ,odel...........................................................................................................................................1-
1-C85,N) APP4-VA+......................................................................................................................................0!"
APP,N1I2 A 3 6+-//A49..................................................................................................................................0!&
APP,N1I2 * 3 A6,NC9 -..IC,/ AN1 +-CA)I-N/..................................................................................0!&
APP,N1I2 C 3 A6,NC9 /9/),5 AN1 APP+ICA)I-N/ /8PP-4),1 *9 ):, /1C...........................0!&
APP,N1I2 1 ; 4,+,VAN)
SECTION 1: Introduction********************************************************************************************************************************************* 110
SECTION 1: Introduction********************************************************************************************************************************************* 110
1-C85,N) P84P-/,.........................................................................................................................................00!
1-C85,N) :I/)-49..........................................................................................................................................00!
1-C85,N) 4,VI/I-N +-6..............................................................................................................................00!
Version 8.4 !"#$%#$!!&' Page( 90
C-55-N C-N/I1,4A)I-N/............................................................................................................................000
SECTION 2: Services Catalog********************************************************************************************************************************** 11+
1-C85,N) P84P-/,.........................................................................................................................................00%
1-C85,N) :I/)-49..........................................................................................................................................00%
1-C85,N) 4,VI/I-N +-6..............................................................................................................................00%
C-55-N C-N/I1,4A)I-N/............................................................................................................................00%
&#"1IC# .#1#.& DOC%M#N'#D IN '-# &#"1IC# C('(.O) "#P"#&#N' "#$%I"#M#N'& ,O"
MINIM%M &#"1IC# .#1#.&* '-#&# .#1#.& :#"# ID#N'I,I#D B2 P("'ICIP('IN) CNIC ()#NCI#&*
I' I& (N'ICIP('#D (ND #o >ee Incident Mana?e@ent proce>> floA> for tBe i@@ediate @ana?e@ent of incident> cau>ed by underlyin?
proble@>*
Version 8.4 !"#$%#$!!&' Page( 9!
$$. Appendix C – SLA Template
State of Oregon
Department of Administrative Services
Computing and Networing !nfrastructure Consolidation
"#P No$ %&'&&&()*&)
Proposed Service Level Agreement
Template for t+e Oregon State Data
Center
,ersion -
Service Management .or /roup
Created on &'0%)0&(
Version 8.4 !"#$%#$!!&' Page( 99
Ta1le of Content
0. IN)4-18C)I-N.............................................................................................................................................70
$. 5A/),4 A64,,5,N)................................................................................................................................70
2*1* 1#"&ION -I&'O"2 '(B.#: D('#3 1#"&ION N%MB#"3 C"#('O"************************************************************91
2*2* '(B.# O, CON'#N'&************************************************************************************************************************** 91
2*+* &'(4#-O.D#" N(M# (ND "O.#********************************************************************************************************* 91
2** DOC%M#N' DI&'"IB%'ION****************************************************************************************************************** 91
2*5* &DC MI&&ION 5 &#"1IC# P"O1ID#"**************************************************************************************************** 91
2*/* 6()#NC27 MI&&ION 8 &#"1IC# "#CIPI#N'****************************************************************************************** 91
2*0* &COP# O, ()"##M#N'************************************************************************************************************************ 91
2*!* &#"1IC# P#"IOD 9&'("'3 #ND3 "#1I#:;********************************************************************************************** 91
2*9* )#N#"(. "#&PON&IBI.I'I#&**************************************************************************************************************** 91
../.1. General SDC Responsibilities............................................................................................................./1
../... General "genc# Responsibilities........................................................................................................./1
2*10* ()#NC2 &I'#&************************************************************************************************************************************ 91
2*11* &DC OP#"('ION& (ND B%&IN#&& MOD#.******************************************************************************************** 91
2*12* C-(N)# M(N()#M#N'********************************************************************************************************************** 91
..1..1. Re$uest for C%ange &R'C( )argets................................................................................................./1
2*1+* &#"1IC# CON'IN%I'2************************************************************************************************************************** 91
..1!.1. I) Ser*ice Continuit# and Securit#................................................................................................./1
2*1* DI&(&'#" "#CO1#"2************************************************************************************************************************** 91
..1-.1. Disaster Ser*ice )argets................................................................................................................../1
2*15* &.( #&C(.('ION P"OC#D%"#************************************************************************************************************ 91
2*1/* &#"1IC# "#PO"'IN) (ND "#1I#:IN)************************************************************************************************** 91
2*10* C-(")#B(C4 M#'-ODO.O)2************************************************************************************************************ 91
2*1!* &#"1IC# .#1#. C-(N)# P"OC#&&******************************************************************************************************* 91
2*19* &#"1IC# D#&4************************************************************************************************************************************ 91
..1/.1. Call +scalation ,odel..................................................................................................................../1
2*20* &#C%"I'2 &#"1IC#&**************************************************************************************************************************** 91
%. /,4VIC,/.........................................................................................................................................................70
+*1* #ND %&#" .OC(. ("#( N#':O"4 CONN#C'I1I'2 5 .(N****************************************************************** 91
!.1.1. )#pe of Ser*ice...................................................................................................................................../1
!.1... 0e*el of Ser*ice C%osen &1ron2e3 Sil*er3 Gold3 Gold Plus(................................................................./1
!.1.!. Description of Ser*ices Pro*ided........................................................................................................./1
!.1.-. Ser*ice 0e*el Details.........................................................................................................................../1
!.1.4. Ser*ice 5 C%ange ,anagement.........................................................................................................../1
!.1.6. Capacit# Planning................................................................................................................................/1
!.1.7. C%argebacks or C%arges for Ser*ice.................................................................................................../1
!.1.8. Ser*ice Reporting and Re*iewing......................................................................................................../1
!.1./. Roles and Responsibilities.................................................................................................................../1
!.1./.1. Ser*ice Specific "genc# Roles and Responsibilities....................................................................../1
!.1./... Ser*ice Specific SDC Roles and Responsibilities.........................................................................../1
+*2* ,(CI.I'2 CONN#C'I1I'2 5
N &#"1IC#&***************************************************************************************** 91
+*+* #ND %&#" "#MO'# N#':O"4 CONN#C'I1I'2 5 DI(.8%P (CC#&&*******************************************************91
+** #ND %&#" "#MO'# N#':O"4 CONN#C'I1I'2 IN'#"N#' (CC#&&*******************************************************91
+*5* M(IN,"(M# ON.IN# &#"1IC#&************************************************************************************************************ 91
+*/* M(IN,"(M# B('C- &#"1IC#&************************************************************************************************************* 91
+*0* M(IN,"(M# P"IN'***************************************************************************************************************************** 91
+*!* &2&'#M D('(B(&# (DMINI&'"('ION &#"1IC#& 5 M(IN,"(M#*************************************************************91
+*9* (PP.IC('ION D('(B(&# (DMINI&'"('ION &#"1IC#& 5 M(IN,"(M#*****************************************************91
+*10* (PP.IC('ION &#"1#"&************************************************************************************************************************ 91
+*11* #M(I. (ND DI"#C'O"2 &#"1IC#& &#"1#"&***************************************************************************************** 91
+*12* %'I.I'2 &#"1#"&******************************************************************************************************************************** 91
Version 8.4 !"#$%#$!!&' Page( 100
+*1+* D('(B(&# &#"1#"&**************************************************************************************************************************** 91
+*1* &2&'#M D('(B(&# (DMINI&'"('ION &#"1IC#& 5 &#"1#"&****************************************************************** 91
+*15* (PP.IC('ION D('(B(&# (DMINI&'"('ION &#"1IC#& 5 &#"1#"&***********************************************************91
+*1/* CON&%.'IN) &#"1IC#&************************************************************************************************************************ 91
+*10* P"O=#C' M(N()#M#N' &#"1IC#&******************************************************************************************************* 91
4. 1-C85,N) APP4-VA+...............................................................................................................................70
APP,N1I2 A 3 6+-//A49....................................................................................................................................70
APP,N1I2 * 3 A6,NC9 -..IC,/ AN1 +-CA)I-N/....................................................................................70
APP,N1I2 C 3 A6,NC9 /9/),5 AN1 APP+ICA)I-N/ /8PP-4),1 *9 ):, /1C.............................70
APP,N1I2 1 ; 4,+,VAN) erCice> catalo? >Bould docu@ent tBe
ba>i> for &DC cBar?e>G BoAeCer3 tBe billin? unit> BaCe not yet been deter@ined* :e BaCe included >o@e potential
billin? unit> for tBe >erCice> in tBi> catalo? botB to >u??e>t >o@e obCiou> candidate> a> Aell a> to BaCe placeBolder>
for tBe actual billin? unit> ABen tBey beco@e aCailable*
Document 6istor2
Durin? PBa>e 2 of tBe &tate of Ore?onH> Co@puter and NetAorF Infra>tructure Con>olidation 9CNIC; proEect 9(pril 8
=une3 2005;3 tBe &erCice Mana?e@ent
rF?roup Aa> cBartered to deter@ine tBe >erCice> to be offered by tBe &DC3
>erCice @etric> and >erCice leCel>* In order to acco@pli>B tBi>3 tBe AorF?roup3 ABicB con>i>ted of repre>entatiCe> of
eacB of tBe participatin? a?encie>3 >urCeyed tBeir re>pectiCe a?encie> current >erCice>* 'Be re>ult> of tBi> >urCey Aere
>u@@ariIed and reconciled AitB tBe >cope definition> produced by tBe CNIC >teerin? co@@ittee to produce tBe ite@>
found in tBi> propo>ed >erCice> catalo?*
Document "evision Log
Version H 1ate Author 4eGisions made
0*1 0//0+/05 CNIC &erCice Mana?e@ent
rF?roup
Ori?inal
0*2 0//10/05 CNIC &erCice Mana?e@ent
rF?roup
Initial reCi>ion>
0*+ 00/11/05 CNIC &erCice Mana?e@ent
rF?roup
DB( de>cription reCi>ion>
1*0 00/20/05 CNIC &erCice Mana?e@ent
rF?roup
(dded Cideo >erCice>3 eDpanded on cablin?
re>pon>ibilitie>3 added ?lo>>ary3 @ade otBer @inor
clarification> and reCi>ion>
1*+ 0!/25/05 CNIC PO / CNIC &teerin?
Co@@ittee
Incorporated cBan?e> fro@ reco@@ended by tBe &DC
(d@ini>trator and tBe CNIC &teerin? Co@@ittee*
Version 8.4 !"#$%#$!!&' Page( 110
Common Considerations
'Be deliCery of all >erCice> Aill be >ubEect to >o@e co@@on con>traint>* It i> anticipated tBat all >erCice> Aill be
deliCered in accordance AitB tBe >erCice> @ana?e@ent fra@eAorF tBat Aill be for@ulated by tBe &erCice Mana?e@ent
AorF?roup* (ll >erCice> Aill be perfor@ed >o tBat a?reed upon >ecurity policie> and rule> are @aintained* &i@ilarly3
Fey proce>>e> reJuired for tBe deliCery of tBe>e >erCice>3 >ucB a> cBan?e @ana?e@ent3 Aill be adBered to* In tBi>
re?ard3 tBe cBan?e @ana?e@ent proce>> Aill proCide for ! Bour adCanced notification of >cBeduled doAn ti@e for
ele@ent> of tBe I' infra>tructure tBat are @ana?ed by tBe &DC* If additional notice i> reJuired by particular a?encie>3
tBe>e reJuire@ent> are to be docu@ented in tBe >erCice leCel a?ree@ent 9&.(;3 'Be Fey proce>>e> tBat Aill be
deCeloped are defined in tBe cBarter of &erCice Mana?e@ent AorF?roup* 'Bey are:
a* "eJue>t Mana?e@ent
b* Cu>to@er "elation>Bip Mana?e@ent
c* Confi?uration Mana?e@ent
d* Proble@ Mana?e@ent
e* CBan?e Mana?e@ent
f* "elea>e Mana?e@ent
'Be definition and fra@eAorF for deCelop@ent of tBe>e proce>>e> Aill be tBe I' Infra>tructure .ibrary 9I'I.;*
(dditional I'I. ba>ed proce>>e> Aere identified tBat Aere not part of tBe ori?inal &erCice Mana?e@entrF?roup
>cope and tBerefore Aere not all deCeloped a> part of tBi> effort* 'Be AorF?roup reco?niIe> tBat tBe>e proce>>e> are
i@portant to tBe efficiency of tBe &DC* 'Be proce>>e> are li>ted beloA AitB co@@ent on ABere tBey BaCe been or Aill
be addre>>ed* 'Be proce>>e> are:
a. AGailaDilitE 5anagement 5 'Be (Cailability Mana?e@ent proce>> i> to @onitor I' co@ponent> to en>ure tBat
I' con>i>tently and co>t8effectiCely deliCer> tBe leCel of aCailability reJuired by tBe cu>to@er* It i> anticipated
tBat tBi> function Aill be perfor@ed by tBe &.M )roup AitBin tBe &DC*
D. Incident 5anagement 5 Incident Mana?e@ent i> tBe proce>> of re>torin? nor@al >erCice operation a> JuicFly
a> po>>ible and @ini@iIin? tBe adCer>e i@pact on bu>ine>> operation>* 'Bi> Aill en>ure tBe be>t po>>ible leCel>
of >erCice Juality and aCailability are @aintained* KNor@al >erCice operationK i> defined a> >erCice operation
AitBin &erCice .eCel (?ree@ent> 9&.(; li@it>* 'Be &erCice De>F function and tBerefore "eJue>t Mana?e@ent
and Cu>to@er "elation>Bip Mana?e@ent are a part of tBi> proce>>* It been deliCered a> part of tBe -i?B8leCel
proce>> floA> pre>ented to tBe CNIC &teerin? Co@@ittee*
c. I) /erGice ContinuitE 5 I' &erCice Continuity Mana?e@ent proce>> en>ure> tBat any I' >erCice can proCide
Calue to tBe cu>to@er in tBe eCent tBat nor@al aCailability >olution> fail* 'Bi> plannin? i> bein? done AitBin tBe
.o?i>tic>rF?roup plea>e reference tBeir Di>a>ter "ecoCery / Bu>ine>> Continuity Plannin? docu@ent> for
@ore detail*
d. CapacitE 5anagement 5 Capacity Mana?e@ent i> tBe proce>> of plannin?3 >iIin?3 and controllin? I' capacity
to >ati>fy u>er de@and at a rea>onable co>t AitBin tBe perfor@ance leCel> a?reed to in tBe >erCice leCel
a?ree@ent 9&.(; or internal to I' a> a operatin? leCel a?ree@ent 9O.(;* 'Bi> plannin? i> bein? done AitBin tBe
.o?i>tic>rF?roup plea>e reference tBeir docu@ent> for @ore detail*
e. .inancial 5anagement 5 'Be proce>> ABicB i> re>pon>ible for tBe >ound >teAard>Bip of tBe @onetary re>ource>
of tBe or?aniIation* It >upport> tBe or?aniIation in plannin? and eDecutin? it> bu>ine>> obEectiCe> and reJuire>
con>i>tent application tBrou?Bout tBe or?aniIation to acBieCe @aDi@u@ efficiency and @ini@u@ conflict* 'Be
(ccountin?rF?roup Ba> tBe re>pon>ibility for definin? tBi> proce>>*
f. /erGice +eGel 5anagement 5 &erCice .eCel Mana?e@ent 9&.M; i> tBe proce>> of @aintainin? and i@proCin?
I' &erCice Juality tBrou?B a con>tant cycle of definin?3 a?reein?3 docu@entin?3 @onitorin?3 and reportin? tBe
leCel> of cu>to@er I' >erCice3 tBat are reJuired and co>t Eu>tified* Proce>>e> for reportin? tBe>e @etric> are to be
deCeloped and docu@ented by tBe &DC and participatin? a?encie>* 'Be>e proce>>e> Aill be docu@ented in tBe
&.(>* 'Bi> proce>> operation i> tBe pri@ary function bein? perfor@ed by tBe &.M )roup AitBin tBe &DC*
It i> al>o anticipated tBat tBe CNIC (ccountin? AorF?roup AorFin? AitB tBe CNIC &erCice Mana?e@ent AorF?roup
Aill deCelop a cBar?ebacF >cBe@e* Once tBe cBar?ebacF @etBod i> i@ple@ented and tBe &DC operational3 it i>
eDpected tBat on an on?oin? ba>i> tBe &DC Aill:
a* "eCieA &DC billin?> to tBe a?encie> in order to identify co>t >aCin? opportunitie>
b* "eCieA Cendor bill> to tBe &DC in order to identify co>t >aCin? opportunitie>
c* ProCide a>>et @ana?e@ent for tBe pBy>ical ele@ent> of tBe CNIC a?encie>H infra>tructure tBat are in tBe >cope of
tBe CNIC proEect* 'Bi> Aill include orderin? a>>et> u>in? approCed &tate procure@ent procedure> a> Aell a>
tracFin?3 in>tallin? and deco@@i>>ionin? &DC a>>et>*
Version 8.4 !"#$%#$!!&' Page( 111
(> @atter of principle3 &DC >erCice> Aill be e>tabli>Bed and @odified a> needed in order to @eet tBe critical bu>ine>>
need> of tBe a?encie> and tBe &tate* 'Be e>tabli>B@ent of &DC >erCice> and >erCice leCel> Aill be ?uided by eacB
a?encyK> critical Bour> of operation3 e>>ential data3 and reJuired >y>te@ perfor@ance*
&erCice leCel> docu@ented in tBe &erCice Catalo? repre>ent reJuire@ent> for @ini@u@ >erCice leCel>* 'Be>e leCel>
Aere identified by participatin? CNIC a?encie>* It i> anticipated and eDpected tBat >erCice> >Bould be better tBan tBe
@ini@u@ ABen po>>ible*
Version 8.4 !"#$%#$!!&' Page( 112
SECTION 2: Services Catalog
Document Purpose
'Bi> docu@ent i> intended to docu@ent tBe I' infra>tructure >erCice>3 >erCice @etric> and >erCice leCel> to be proCided
by tBe &tate data center 9&DC;* It i> eDpected tBat tBi> docu@ent Aill be cBan?ed oCer ti@e to reflect neA >erCice>
and @ore accurate >erCice leCel> a> tBe &DC ?ain> eDperience in @ana?in? tBe con>olidated AorFload*
(t tBe ti@e of tBe fir>t draft of tBi> >erCice> catalo? 9=une3 2005;3 tBe CNIC (ccountin?rF )roup i> in tBe proce>>
of deter@inin? tBe @ean> by ABicB tBe &DC Aill cBar?e for &DC >erCice>* 'Be >erCice> catalo? >Bould docu@ent tBe
ba>i> for &DC cBar?e>G BoAeCer3 tBe billin? unit> BaCe not yet been deter@ined* :e BaCe included >o@e potential
billin? unit> for tBe >erCice> in tBi> catalo? botB to >u??e>t >o@e obCiou> candidate> a> Aell a> to BaCe placeBolder>
for tBe actual billin? unit> ABen tBey beco@e aCailable*
Document 6istor2
Durin? PBa>e 2 of tBe &tate of Ore?onH> Co@puter and NetAorF Infra>tructure Con>olidation 9CNIC; proEect 9(pril 8
=une3 2005;3 tBe &erCice Mana?e@entrF?roup Aa> cBartered to deter@ine tBe >erCice> to be offered by tBe &DC3
>erCice @etric> and >erCice leCel>* In order to acco@pli>B tBi>3 tBe AorF?roup3 ABicB con>i>ted of repre>entatiCe> of
eacB of tBe participatin? a?encie>3 >urCeyed tBeir re>pectiCe a?encie> current >erCice>* 'Be re>ult> of tBi> >urCey Aere
>u@@ariIed and reconciled AitB tBe >cope definition> produced by tBe CNIC >teerin? co@@ittee to produce tBe ite@>
found in tBi> >erCice> catalo?*
Document "evision Log
Version H 1ate Author 4eGisions made
0*1 0//0+/05 CNIC &erCice Mana?e@ent
rF?roup
Ori?inal
0*2 0//10/05 CNIC &erCice Mana?e@ent
rF?roup
Initial reCi>ion>
0*+ 00/11/05 CNIC &erCice Mana?e@ent
rF?roup
DB( de>cription reCi>ion>
1*0 00/20/05 CNIC &erCice Mana?e@ent
rF?roup
(dded Cideo >erCice>3 eDpanded on cablin?
re>pon>ibilitie>3 added ?lo>>ary3 @ade otBer @inor
clarification> and reCi>ion>
1*+ 0!/25/05 CNIC PO / CNIC &teerin?
Co@@ittee
Incorporated cBan?e> fro@ reco@@ended by tBe &DC
(d@ini>trator and tBe CNIC &teerin? Co@@ittee*
1* 09/0/05 CNIC PO / CNIC &teerin?
Co@@ittee
(dded bud?et and cBar?ebacF infor@ation for tBe 058
00 and 00809 bienniu@> to tBe co@@on
con>ideration> >ection of tBi> docu@ent* 9pa?e /;
2*0 0+/2!/0/ CNIC PO/ CNIC &teerin?
Co@@ittee
"e@oCed bronIe3 >ilCer3 ?old >erCice leCel >cale*
Co@bined &erCice leCel @etric> into one table of
>erCice>* (dded di>a>ter recoCery >erCice>*
2*1 5/12/0/ CNIC PO Modified >ecurity >ection to clarify ter@inolo?y u>ed*
Common Considerations
'Be deliCery of all >erCice> Aill be >ubEect to >o@e co@@on con>traint>* It i> anticipated tBat all >erCice> Aill be
deliCered in accordance AitB tBe >erCice> @ana?e@ent fra@eAorF tBat Aill be for@ulated by tBe &erCice Mana?e@ent
AorF?roup* (ll >erCice> Aill be perfor@ed >o tBat a?reed upon >ecurity policie> and rule> are @aintained* &i@ilarly3
Fey proce>>e> reJuired for tBe deliCery of tBe>e >erCice>3 >ucB a> cBan?e @ana?e@ent3 Aill be adBered to* In tBi>
re?ard3 tBe cBan?e @ana?e@ent proce>> Aill proCide for ! Bour adCanced notification of >cBeduled doAn ti@e for
ele@ent> of tBe I' infra>tructure tBat are @ana?ed by tBe &DC* If additional notice i> reJuired by particular a?encie>3
tBe>e reJuire@ent> are to be docu@ented in tBe >erCice leCel a?ree@ent 9&.(;3 'Be Fey proce>>e> tBat Aill be
deCeloped are defined in tBe cBarter of &erCice Mana?e@ent AorF?roup* 'Bey are:
?* "eJue>t Mana?e@ent
B* Cu>to@er "elation>Bip Mana?e@ent
i* Confi?uration Mana?e@ent
Version 8.4 !"#$%#$!!&' Page( 11+
E* Proble@ Mana?e@ent
F* CBan?e Mana?e@ent
l* "elea>e Mana?e@ent
'Be definition and fra@eAorF for deCelop@ent of tBe>e proce>>e> Aill be tBe I' Infra>tructure .ibrary 9I'I.;*
(dditional I'I. ba>ed proce>>e> Aere identified tBat Aere not part of tBe ori?inal &erCice Mana?e@entrF?roup
>cope and tBerefore Aere not all deCeloped a> part of tBi> effort* 'Be AorF?roup reco?niIe> tBat tBe>e proce>>e> are
i@portant to tBe efficiency of tBe &DC* 'Be proce>>e> are li>ted beloA AitB co@@ent on ABere tBey BaCe been or Aill
be addre>>ed* 'Be proce>>e> are:
g. AGailaDilitE 5anagement 5 'Be (Cailability Mana?e@ent proce>> i> to @onitor I' co@ponent> to en>ure tBat
I' con>i>tently and co>t8effectiCely deliCer> tBe leCel of aCailability reJuired by tBe cu>to@er* It i> anticipated
tBat tBi> function Aill be perfor@ed by tBe &.M )roup AitBin tBe &DC*
h. Incident 5anagement 5 Incident Mana?e@ent i> tBe proce>> of re>torin? nor@al >erCice operation a> JuicFly
a> po>>ible and @ini@iIin? tBe adCer>e i@pact on bu>ine>> operation>* 'Bi> Aill en>ure tBe be>t po>>ible leCel>
of >erCice Juality and aCailability are @aintained* KNor@al >erCice operationK i> defined a> >erCice operation
AitBin &erCice .eCel (?ree@ent> 9&.(; li@it>* 'Be &erCice De>F function and tBerefore "eJue>t Mana?e@ent
and Cu>to@er "elation>Bip Mana?e@ent are a part of tBi> proce>>* It been deliCered a> part of tBe -i?B8leCel
proce>> floA> pre>ented to tBe CNIC &teerin? Co@@ittee*
i. I) /erGice ContinuitE 5 I' &erCice Continuity Mana?e@ent proce>> en>ure> tBat any I' >erCice can proCide
Calue to tBe cu>to@er in tBe eCent tBat nor@al aCailability >olution> fail*
j. CapacitE 5anagement 5 Capacity Mana?e@ent i> tBe proce>> of plannin?3 >iIin?3 and controllin? I' capacity
to >ati>fy u>er de@and at a rea>onable co>t AitBin tBe perfor@ance leCel> a?reed to in tBe >erCice leCel
a?ree@ent 9&.(; or internal to I' a> a operatin? leCel a?ree@ent 9O.(;* 'Bi> plannin? i> bein? done AitBin tBe
.o?i>tic>rF?roup plea>e reference tBeir docu@ent> for @ore detail*
k. .inancial 5anagement 5 'Be proce>> ABicB i> re>pon>ible for tBe >ound >teAard>Bip of tBe @onetary re>ource>
of tBe or?aniIation* It >upport> tBe or?aniIation in plannin? and eDecutin? it> bu>ine>> obEectiCe> and reJuire>
con>i>tent application tBrou?Bout tBe or?aniIation to acBieCe @aDi@u@ efficiency and @ini@u@ conflict* 'Be
(ccountin?rF?roup Ba> tBe re>pon>ibility for definin? tBi> proce>>*
l. /erGice +eGel 5anagement 5 &erCice .eCel Mana?e@ent 9&.M; i> tBe proce>> of @aintainin? and i@proCin?
I' &erCice Juality tBrou?B a con>tant cycle of definin?3 a?reein?3 docu@entin?3 @onitorin?3 and reportin? tBe
leCel> of cu>to@er I' >erCice3 tBat are reJuired and co>t Eu>tified* Proce>>e> for reportin? tBe>e @etric> are to be
deCeloped and docu@ented by tBe &DC and participatin? a?encie>* 'Be>e proce>>e> Aill be docu@ented in tBe
&.(>* 'Bi> proce>> operation i> tBe pri@ary function bein? perfor@ed by tBe &.M )roup AitBin tBe &DC*
,or tBe 05800 bienniu@ a?ency co>t> BaCe been deter@ined to re@ain at eDi>tin? leCel> and bud?et dollar> Aill be
di>tributed to tBe &tate Data Center per -B 51//* 'Be 05800 bienniu@ Aill be u>ed to @i?rate a?encie> into tBe &tate
Data Center3 and e>tabli>B a ba>eline of a?ency >erCice leCel> and >erCice u>a?e* Durin? tBi> period3 'Be &tate Data
Center Aill >upply >erCice> to a?encie> at tBe Bi?Be>t leCel> identified in tBe &erCice Catalo?*
,or tBe 00809 bienniu@3 tBe CNIC (ccountin? AorF?roup Aill deCelop a cBar?ebacF @etBod utiliIin? tBe ba>eline
>erCice> and a?ency u>a?e a@ount> e>tabli>Bed durin? tBe 05800 bienniu@
Once tBe &DC i> operational and a cBar?ebacF @etBod i> i@ple@ented3 it i> eDpected tBat on an on?oin? ba>i> tBe
&DC Aill:
d* "eCieA &DC billin?> to tBe a?encie> in order to identify co>t >aCin? opportunitie>
e* "eCieA Cendor bill> to tBe &DC in order to identify co>t >aCin? opportunitie>
f* ProCide a>>et @ana?e@ent for tBe pBy>ical ele@ent> of tBe CNIC a?encie>H infra>tructure tBat are in tBe >cope of
tBe CNIC proEect* 'Bi> Aill include orderin? a>>et> u>in? approCed &tate procure@ent procedure> a> Aell a>
tracFin?3 in>tallin? and deco@@i>>ionin? &DC a>>et>*
(> @atter of principle3 &DC >erCice> Aill be e>tabli>Bed and @odified a> needed in order to @eet tBe critical bu>ine>>
need> of tBe a?encie> and tBe &tate* 'Be e>tabli>B@ent of &DC >erCice> and >erCice leCel> Aill be ?uided by eacB
a?encyK> critical Bour> of operation3 e>>ential data3 and reJuired >y>te@ perfor@ance*
&erCice leCel> docu@ented in tBe &erCice Catalo? repre>ent reJuire@ent> for @ini@u@ >erCice leCel>* 'Be>e leCel>
Aere identified by participatin? CNIC a?encie>* It i> anticipated and eDpected tBat >erCice> >Bould be better tBan
tBe @ini@u@ ABen po>>ible*
SECTION 2: Services Catalog
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Services for Networs
NetAorF >erCice> proCide tBe &DC a?encie> AitB tBe ability to >end and receiCe data in a >ecure and reliable
@anner betAeen >y>te@>3 location> and per>onnel* NetAorF >erCice> include:
a* (?ency %>er .ocal ConnectiCity 9.ocal (rea NetAorF> 5 .(N>;
b* (?ency ,acility ConnectiCity 9:ide (rea NetAorF 5N;
c* (?ency %>er "e@ote ConnectiCity 9e*?* Dial up and Internet (cce>>;
d* (?ency 1PN
DeliCery of .(N andN netAorF >erCice> fall> into tBe tBree cate?orie> beloA*
Network -perations
Net0or1 Operations is responsi$le "or te routine running o" te net0or1 in"rastructure
required "or te data communication needs o" te S(C agencies* Tis includes:
a* Mana?e@ent of pBy>ical netAorF ele@ent> >ucB a> circuit>3 fireAall>3 router>3 >AitcBe> and cablin?
includin? confi?uration and @aintenance ta>F> and replace@ent
b* Mana?e@ent of lo?ical netAorF co@ponent>3 >ucB a> netAorF protocol> and tBeir confi?uration>
c* Mana?e@ent of Cendor relation>Bip>3 ABere netAorF >erCice> are proCided eDternally*
d* 'rouble>Bootin? co@@unication di>ruption>3 AorFin? AitB Cendor> and &DC a?encie> to re>olCe tBe
i>>ue>*
e* I@ple@entation and @aintenance of >ecurity rule> 9but not tBe >ettin? of >ecurity policy;
Network Administration
NetAorF ad@ini>tration i> re>pon>ible for:
a* Monitorin? of netAorF perfor@ance in order to:
I* ProCide re?ular report> on actual netAorF perfor@ance a?ain>t any @etric> >et in &erCice .eCel
(?ree@ent>
II* InCe>ti?ate netAorF fault> tBat i@pact tBe &DC a?encie> bu>ine>> u>er>
III* PreCention of netAorF fault>
I1* "e>olution of netAorF fault>
b* Correction of traffic proble@> in tBe netAorF enCiron@ent3 >ucB a> traffic con?e>tion or netAorF
corruption ABere it i@pact> tBe &DC a?encie> u>er>
c* Co@pletion of preCentatiCe3 >cBeduled and Aarranty reJuired BardAare @aintenance
d* Mana?e@ent of netAorF infra>tructure:
I* Mana?e@ent of pBy>ical cablin? in all location> ABere eitBer tBe &DC a?encie> >erCer> or client
AorF>tation> are in>talled3 includin? condition @onitorin? and replace@ent> includin? Airele>>
infra>tructure
II* #n>urin? tBe pBy>ical >ecurity of netAorF acce>> point>3 >ucB a> eJuip@ent roo@>
III* I@ple@entation and @aintenance of >ecurity rule> a> directed by &DC a?encie>
e* Plannin? and eDecution of tecBnolo?y up?rade> a> reJue>ted by tBe &DC a?encie> includin? tBe
adCanced notification to a?encie> in order to alloA:
I* (n analy>i> to be carried out to a>>e>> tBe i@pact of >ucB cBan?e> on &DC a?encie>H application>*
II* 1endor3 a?ency >taff and &DC >cBedule> to be coordinated3 >ucB tBat i@portant a?ency actiCitie>
9e*?*3 application rollout>3 application up?rade>3 trainin? >e>>ion> or liCe >erCice; are not affected by
cBan?e>
Network ,ngineering
Net0or1 Engineering is responsi$le "or pro8ect6$ased and operational enancements to
te net0or1 in"rastructure+ suc as:
a* Capacity plannin? ba>ed on Bi>torical u>a?e pattern> and a?ency need> proEection>
b* NetAorF eJuip@ent up?rade>3 ABere eDi>tin? co@ponent> are replaced AitB additional3 Bi?Ber8
perfor@ance co@ponent>
c* NeA netAorF eJuip@ent in>tallation3 ABere for in>tance an eDpan>ion of tBe &DC a?encie> application
>erCer enCiron@ent reJuire> tBe introduction of a neA Bi?B8capacity >erCer8to8data >tora?e linF
d* Cablin? up?rade>3 netAorF related facility >upport3 and Airele>> infra>tructure in>tallation and >upport
e* Plannin? and eDecution of netAorF enBance@ent proEect>
f* Plannin? for up?rade>3 includin? adCanced notification to a?encie> in order to alloA:
I* (n analy>i> to be carried out to a>>e>> tBe i@pact of >ucB cBan?e> on &DC a?encie>H application>
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II* 1endor3 a?ency >taff and &DC >cBedule> to be coordinated3 >ucB tBat i@portant a?ency actiCitie>
9e*?*3 application rollout>3 application up?rade>3 trainin? >e>>ion> or liCe >erCice; are not affected by
cBan?e>
Video /erGices -ptional'
1ideo >erCice> proCide tBe &DC a?encie> AitB tBe ability to conduct audio and Cideo conference> betAeen
>y>te@>3 location> and per>onnel* 1ideo and (udio >erCice> include:
a* Brid?in? 9(udio and 1ideo;
b* )ateAay &erCice> 9(udio and 1ideo;
c* &cBedulin? 9(udio and 1ideo;
d* -elp De>F >upport 9(udio and 1ideo;
e* 'rainin? 9(udio and 1ideo;
f* 1ideo/(udio #n?ineerin? &erCice>
'Be DeliCery of 1ideo and (udio >erCice> fall into tBe tAo cate?orie> beloA*
Video#Audio -perations
,ideo and %udio Operations is responsi$le "or te routine running o" te video and
audio in"rastructure required "or te needs o" te S(C agencies* Tis includes:
a* Mana?e Aeb8ba>ed >cBedulin? re>ource> tBat are u>ed to >cBedule Cideo and audio conference>*
b* &cBedule3 build3 and @onitor real8ti@e Cideo and audio conference>*
c* ProCide Belpde>F >upport for >cBedulin?3 Cideo endpoint>3 and conference operation>*
d* ProCide 'ier One tecBnical >upport3 AorFin? AitB &DC a?encie> to re>olCe tBe i>>ue>*
e* Maintain u>er contact databa>e
f* ProCide u>er trainin? for >cBedulin? >erCice> and Cideo endpoint>*
Video#Audio ,ngineering
,ideo and %udio Engineering is responsi$le "or:
a* 1ideo core and endpoint eJuip@ent up?rade>*
b* NeA Cideo and audio eJuip@ent in>tallation*
c* NetAorF traffic analy>i> and netAorF rede>i?n to acco@@odate additional Cideo >trea@>*
d* Plannin? and eDecution of Cideo and audio enBance@ent proEect>*
e* NeA Product #Caluation and deCelopin? approCed li>t of Cideo >y>te@> for &DC cu>to@er>*
f* Perfor@ adCanced beta te>tin? AitB Cideo eJuip@ent @anufacturer>*
?* Perfor@ interoperability te>tin?*
B* Perfor@ all >oftAare and BardAare up?rade> for core Cideo3 audio3 and >cBedulin? >y>te@>*
Services for Servers and Mainframes
Server osting services are provided $ot remotel& as 0ell as in te data center* Tese
services address te complete server li"ec&cle including procurement+ installation+
con!guration+ ard0are trou$lesooting and repair+ ard0are and operating s&stem re"res+
moves+ additions/ canges+ and retirement* Te 1e& elements "or server services deliver& are
detailed $elo0*
Te services outlines in te server and main"rame sections are meant to appl& to all S(C
supported plat"orms* Service levels are to $e applied to all supported plat"orms as
appropriate*
/Estem Administration
Tis area is responsi$le "or te management o" te computing plat"orms on 0ic te
S(C agencies applications are $ased 9.inu-+ 4NI=+ 3indo0s+ Novell+ 7Series+ iSeries:+
including:
a* Server installations and decommissioning
$* Installation o" te operating s&stems+ con!guration and ardening
c* Implementation and managing access autorities
d* )igration o" so"t0are into production environments and post6migration support
e* Installation and support o" agenc& speci!ed middle0are
f* &y>te@ >oftAare up?rade>3 to en>ure co@patibility AitB tBe oCerall enCiron@ent and to taFe adCanta?e of
tecBnolo?ical and >ecurity adCance>3 includin? >oftAare patcBe>
?* Condition of >y>te@ BardAare3 e*?* enterpri>e >erCer> >upportin? tBe application> and databa>e>
B* Co@pletion of preCentatiCe3 >cBeduled and Aarranty reJuired BardAare @aintenance* 'Bi> include>:
I* Monitorin? eJuip@ent condition> to en>ure early reco?nition of liFely fault>
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II* Plan and eDecute @aintenance in conEunction AitB tBe application @aintenance3 &DC a?ency
approCed ti@e fra@e> and >upport >erCice line
III* Coordinate ur?ent @aintenance actiCitie> after co@@unicatin? AitB tBe &DC a?encie>*
i* &y>te@ perfor@ance @onitorin?3 tunin? and @ontBly reportin?3 to en>ure continued co@pliance AitB
>erCice leCel a?ree@ent> and in order to proCide notification of pendin? capacity con>traint>
E* Plannin? for a?ency reJue>ted up?rade> and &DC up?rade>3 includin? tBe notification to a?encie> in
order to alloA:
I* (n analy>i> to be carried out to a>>e>> tBe i@pact of >ucB cBan?e> on &DC a?encie>H application>
II* ProCide enCiron@ent> for application te>tin? of >oftAare and @iddleAare AitB operatin? >y>te@
up?rade> and patcBe> prior to ?oin? to production
III* 1endor3 a?ency >taff and &DC >cBedule> to be coordinated3 >ucB tBat i@portant a?ency actiCitie>
9e*?*3 application rollout>3 application up?rade>3 trainin? >e>>ion> or liCe >erCice; are not affected by
tBe cBan?e>
/Estem -perations
Tis area is responsi$le "or te runtime support o" S(C agencies applications* Tis
includes:
a* )onitoring te e-ecution o" production 8o$s in order to assist in identi"&ing and
reporting une-pected $eavior including 8o$ "ailures
$* Follo0ing documented procedures supplied $& te S(C agencies in reporting
pro$lems 0it production applications* It is e-pected tat application procedures
0ill include provisions "or noti!cation and 8o$ restarts to $e per"ormed $& te S(C
operations sta2*
c* Follo0ing documented processes created $& te S(C in reporting pro$lems 0it
s&stems so"t0are
d* Response to s&stem/console messages including tape mounts
e* Computer startups+ sutdo0ns and rec&cling in accordance 0it te cange
management process and documented procedures
"* #reparation and coordination o" main"rame print services "or distri$ution o" $atc
output troug e-isting state agenc& deliver& cannels
g* )onitor $ac1up operations and reporting "ailures
Production Control
Tis includes:
a* Setting up te scedule "or production and ad oc 8o$s
$* )onitoring te e-ecution o" production 8o$s to ensure te scedule is $eing
maintained
c* Reporting sceduling pro$lems and issues to te appropriate agenc& sta2 and
0or1ing 0it tem to understand and resolve te pro$lems
d* %genc& IT sta2 and oter appropriate sta2 0ill $e a$le to su$mit 8o$s to te S(C
service des1*
/torage 5anagement
For enterprise storage+ including tape and storage area net0or1s 9S%Ns:+ and storage
on distri$uted !le and print servers+ tis service includes:
a* For dis1 storage+ responding to agenc& storage requests $&:
I* %llocating ra0 storage
II* (e!ning logical volumes
III* Con!guring logical volumes
I,* )a1ing te ne0l& de!ned storage availa$le "or use
,* Esta$lising securit& on ne0 volumes as requested
$* Capacit& planning including:
I* )onitoring o" utili7ation and identi"&ing te need "or more capacit&
II* Noti!cation to agencies o" pending capacit& constraints
c* Ordering storage devices and media
d* )aintenance o" storage device related so"t0are and micro6code
e* )onitoring and maintenance o" te scratc tape pool
"* Registering tapes into automated tape andling devices
g* #roviding and maintaining a tape li$rar&
* Rotation o" tapes to o2site "acilities
i* (estruction o" media coming out o" service in accordance 0it agreed upon S(C
agenc& requirements
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8* )aintenance o" appropriate documentation+ la$eling and trac1ing o" tapes in
accordance 0it agreed upon S(C agenc& requirements
5icrofiche -ptional'
'Bi> area i> re>pon>ible for tBe Bandlin? bur>tin?3 Lpi?eon Bolin?M and preparation for di>tribution of
@icroficBe tBrou?B eDi>tin? >tate a?ency deliCery cBannel>*
*ackup# 4estore /erGices
'Bi> area i> re>pon>ible for tBe @ana?e@ent of bacFup facilitie>3 includin? tBe @ecBanic> of tape bacFup and
off8>ite >tora?e3 >ucB a> >tora?e >y>te@ @ana?e@ent3 tape collection for off8>ite >tora?e and tape retrieCal in
tBe eCent tBat re>toration of Bi>torical data i> reJuired* 'Bi> include>:
a* Perfor@in? co@plete and/ or incre@ental bacFup>
b* Definin? @edia rotation reJuire@ent> and/ or folloA >tandard procedure
c* .abelin? bacFup @edia appropriately
d* Maintainin? bacFup library
e* Periodically Cerifyin? bacFup @edia inte?rity
f* "e>torin? >in?le or @ultiple obEect> fro@ tBe bacFup @edia
?* "e>torin? co@plete or incre@ental bacFup a> needed after >y>te@ failure>
B* %pdatin? u>er tBat re>toration Ba> been co@pleted
,mail and 1irectorE /erGices -ptional'
'Bi> i> an Optional >erCice for e@ail and directory >erCice>* 'Bi> include> tBe folloAin?:
#@ail (pplication (d@ini>tration
a* &ettin? up u>er account>
b* Public folder>
c* Di>tribution li>t>
d* MailboD re>tore>
e* &tora?e ?roup>
f* Monitor e8@ail bacFup>
?* Controllin? >ecurity priCile?e> a> it relate> to tBe u>er account>3 e@ail boDe> and public folder>
B* Perfor@ directory >yncBroniIation AitB >tate e@ail Bub
Directory &erCice> (d@ini>tration
a* &ettin? up u>er account>3 directorie>3 and >ecurity ?roup>
b* Controllin? >ecurity priCile?e> a> it relate> to tBe u>er account>3 directorie> and >ecurity ?roup>
c* .i@it acce>> control for u>er> dependin? upon @ana?er/Per>onnel reJue>t>
CIC/
&DC Aill proCide CIC& >upport to &DC a?encie> tBat BaCe application> ABicB run on @ainfra@e co@puter>
under CIC&* 'Bi> >upport i> inclu>iCe of all reJuire@ent> to create3 i@ple@ent in production and @aintain CIC&
application> AitB tBe eDception of Aritin? and co@pilin? tBe application code* 'Bi> >erCice include>:
a* Creatin? tBe CIC& table entrie> nece>>ary to put a CIC& tran>action into a CIC& enCiron@ent
b* #Decutin? tBe CIC& function> nece>>ary to create or update a neA CIC& tran>action in a CIC& enCiron@ent
c* ProCidin? a>>i>tance on codin? CIC& co@@and>
d* ProCidin? a>>i>tance on creatin? >creen @ap>
Version 8.4 !"#$%#$!!&' Page( 11!
Services for Data1ase Administration 7D3A8
Databa>e ad@ini>tration proCide> tBe >erCice> reJuired to >tore3 acce>> and update production data tBat i> @ana?ed in
a databa>e @ana?e@ent >y>te@ 9DBM&;* #Da@ple> of DBM&H> include DB23 IM&/DB3 Oracle and Infor@iD* 'Be>e
>erCice> are diCided into tAo cate?orie>* &y>te@ DB(> are ?enerally re>pon>ible for @aintainin? tBe DBM&
co@putin? enCiron@ent and tBi> >erCice i> entirely in CNICH> >cope* (pplication DB(> are ?enerally re>pon>ible for
tBe databa>e facet> of >pecific application>* (pplication DB( >erCice Aill be offered a> an a?ency reJue>ted >erCice*
5. ; /Estem 1ataDase Administration /erGices
&y>te@ DB( >erCice> include
a* In>tallin?3 @aintainin? 9e*?* patcBe> and up?rade>; and @onitorin? tBe BealtB and perfor@ance of DBM&>
b* Definin? tBe pBy>ical databa>e de>i?n 9lo? file>3 rollbacF >e?@ent>3 table>pace>;
c* &ettin? data >tora?e para@eter> for >tora?e a>>ociated AitB tBe pBy>ical ele@ent> of tBe databa>e
d* I@ple@entin? and eDecutin? databa>e and >y>te@ bacFup and recoCery in >Bared enCiron@ent> on >cBedule>
proCided by eitBer tBe a?ency or (pplication DB(
e* &ettin? up and i@ple@entin? databa>e reor?aniIation> on >cBedule> proCided by eitBer tBe a?ency or
(pplication DB(
f* "eco@@endin? na@in? conCention> for databa>e obEect>
?* (>>i>tance in trouble>Bootin? perfor@ance proble@>
B* 'e>tin? and i@ple@entation of patcBe> and up?rade> of DBM&H in con>ultation AitB application DB(
i* Con>tructiCely collaborate AitB (pplication databa>e ad@ini>trator>
5. ; Application 1ataDase Administration /erGices
(pplication DB( >erCice> Aill be proCided on an Lopt8inM ba>i> to &DC a?encie>* 'Be>e >erCice> include AorFin?
AitB application deCelop@ent >taff to:
a. Create definition> of lo?ical data >tructure>3 table>3 CieA>3 indeDe>3 pro?ra@ >pecification blocF> and define
tBeir relation>Bip>
b. Create tBe data definition >tate@ent> needed to create lo?ical >tructure>
c. #>ti@atin? >tora?e reJuire@ent> 9in con>ultation AitB pBy>ical DB(;
d. Define BoA to i@ple@ent tBe reJuired >ecurity AitBin tBe DBM&
e. Define bacFup and reor?aniIation >cBedule> and co@@unicate tBe>e >cBedule> to tBe &y>te@ DB(
f. #Decute databa>e bacF8up> and re>tore> 9a*F*a* i@port/eDport; u>in? databa>e tool> AitBin tBe >pace allocated
by tBe &y>te@ DB(
g. I@ple@entin? and eDecutin? databa>e and >y>te@ bacFup and recoCery in dedicated enCiron@ent> 9opt8out;
h. I@ple@entin? >ecurity rule> and acce>> autBority
i. (>>i>t in DBM& >pecific co@@and >election 9e*?* &$.3 D./I; to opti@iIe perfor@ance
j. (>>i>t in creatin? >tored procedure>
k. Perfor@ data load>
l. Create data @odel> u>in? a?ency proCided tool>
m. %pdate and @aintain a data dictionary >upplied by tBe a?ency
n. DeCelop data definition >tate@ent>
o. Creatin? pBy>ical >tructure> 9table>pace>3 databa>e>3 databa>e de>criptor>;* 'Bi> Aill be done AitBin tBe
>pace allocated to tBe a?ency*
Additional Information
(pplication databa>e ad@ini>tration >erCice> Aill be proCided on an optional ba>i>* &DC per>onnel ABo proCide
tBi> >erCice Aill function a> part of a deCelop@ent tea@ and Aill be eDpected to proCide AorF product> a> reJuired
by tBe deCelop@ent proEect and to co@plete tBeir AorF a> reJuired by tBe proEect >cBedule*
/erGer ; /Estem 1ataDase Administration /erGices
&y>te@ DB( >erCice> include
a* In>tallin?3 @aintainin? 9e*?* patcBe> and up?rade>; and @onitorin? tBe BealtB and perfor@ance of DBM&>
b* Definin? tBe pBy>ical databa>e de>i?n 9lo? file>3 rollbacF >e?@ent>3 table>pace>;
c* &ettin? data >tora?e para@eter> for >tora?e a>>ociated AitB tBe pBy>ical ele@ent> of tBe databa>e
d* I@ple@entin? and eDecutin? databa>e and >y>te@ bacFup and recoCery in >Bared enCiron@ent> on >cBedule>
proCided by eitBer tBe a?ency or (pplication DB(
e* &ettin? up and i@ple@entin? databa>e reor?aniIation> on >cBedule> proCided by eitBer tBe a?ency or
(pplication DB(
f* "eco@@endin? na@in? conCention> for databa>e obEect>
?* (>>i>tance in trouble>Bootin? perfor@ance proble@>
B* 'e>tin? and i@ple@entation of patcBe> and up?rade> of DBM&H in con>ultation AitB application DB(
i* Con>tructiCely collaborate AitB (pplication databa>e ad@ini>trator>
Version 8.4 !"#$%#$!!&' Page( 119
/erGer ; Application 1ataDase Administration /erGices
(pplication DB( >erCice> Aill be proCided on an Lopt8inM ba>i> to &DC a?encie>* 'Be>e >erCice> include AorFin?
AitB application deCelop@ent >taff to:
a. Create definition> of lo?ical data >tructure>3 table>3 CieA>3 indeDe>3 pro?ra@ >pecification blocF> and define
tBeir relation>Bip>
b. Create tBe data definition >tate@ent> needed to create lo?ical >tructure>
c. #>ti@atin? >tora?e reJuire@ent> 9in con>ultation AitB pBy>ical DB(;
d. Define BoA to i@ple@ent tBe reJuired >ecurity AitBin tBe DBM&
e. Define bacFup and reor?aniIation >cBedule> and co@@unicate tBe>e >cBedule> to tBe &y>te@ DB(
f. #Decute databa>e bacF8up> and re>tore> 9a*F*a* i@port/eDport; u>in? databa>e tool> AitBin tBe >pace allocated
by tBe &y>te@ DB(
g. I@ple@entin? and eDecutin? databa>e and >y>te@ bacFup and recoCery in dedicated enCiron@ent> 9opt8out;
h. I@ple@entin? >ecurity rule> and acce>> autBority
i. (>>i>t in DBM& >pecific co@@and >election 9e*?* &$.3 D./I; to opti@iIe perfor@ance
j. (>>i>t in creatin? >tored procedure>
k. Perfor@ data load>
l. Create data @odel> u>in? a?ency proCided tool>
m. %pdate and @aintain a data dictionary >upplied by tBe a?ency
n. DeCelop data definition >tate@ent>
o. Creatin? pBy>ical >tructure> 9table>pace>3 databa>e>3 databa>e de>criptor>;* 'Bi> Aill be done AitBin tBe
>pace allocated to tBe a?ency*
Additional Information
(pplication databa>e ad@ini>tration >erCice> Aill be proCided on an optional ba>i>* &DC per>onnel ABo proCide
tBi> >erCice Aill function a> part of a deCelop@ent tea@ and Aill be eDpected to proCide AorF product> a> reJuired
by tBe deCelop@ent proEect and to co@plete tBeir AorF a> reJuired by tBe proEect >cBedule*
Services for Disaster "ecover2
'Be >cope of tBe &DC Di>a>ter "ecoCery &erCice> focu>e> on tBe pricin?3 te>tin? and recoCery and continued
operation of >y>te@ co@ponent> de>i?nated in tBe (?encie>H Di>a>ter "ecoCery Plan*
'Be &DC Di>a>ter "ecoCery &erCice> do not addre>> a?ency bu>ine>> re>u@ption or continuity of operation>*
'Be &DC Aill offer adeJuate co@putational3 data >tora?e3 and data co@@unication> >erCice> for tBe de>i?nated
critical application> in tBe a?encie> D" plan>* Di>a>ter recoCery >erCice> Aill be proCided on an Lopt8inM ba>i> to
&DC a?encie>*
Cu>to@er> are re>pon>ible for di>a>ter recoCery preparedne>> for tBeir application> in tBe eCent of a di>a>ter*
1isaster 4ecoGerE /erGices
In tBe eCent of a di>a>ter3 &DC Aill:
a* (>>e>> tBe da@a?e to tBe Data Center to deter@ine if a di>a>ter >Bould be declared at tBe &DCG
b* MaFe tBe deci>ion to for@ally declare a di>a>ter at tBe &DCG
c* Notify tBe alternate facilitie>3 de>i?nated Fey a?ency contact>3 and tBe critical application >pon>or> of tBe di>a>ter
declarationG
d*rF AitB tBe alternate >ite >taff to re>tore tBe de>i?nated operatin? >y>te@> and application> at tBe alternate >ite
and e>tabli>B tBe co@@unication> linF to tBe >ite in preparation for operatin? at tBe >ite for tBe duration of tBe
e@er?ency3 and
e* Conduct preparation> to re>u@e operation> at tBe Data Center*
'Be &DC Aill proCide a de>i?nated Di>a>ter "ecoCery 'ecBnical &upport Coordinator* 'Be coordinator> are
re>pon>ible for:
a* price tBe co@putin? and netAorF >erCice> co@ponent> of tBe a?encie> di>a>ter recoCery planG
b* prepare3 eDecute3 and @ana?e tBe alternate >ite contract> for tBe de>i?nated co@putin? >erCice>G
c* a>>i>t tBe a?encie> in preparin? for tBe di>a>ter recoCery te>t eCent>G
Version 8.4 !"#$%#$!!&' Page( 120
d* >erCe a> liai>on> for tBe a?encie> durin? tBe di>a>ter recoCery te>t> 9by a>>i>tin? a?encie> in re>olCin? error> in
Eob>3 reportin? co@@unication> proble@> to tBe a?encie> di>a>ter recoCery tea@>3 and an>Aerin? di>a>ter
recoCery te>tin? Jue>tion> in ?eneral;G
e* a>>i>t tBe a?encie> in preparin? tBeir critical application> to run >ucce>>fully at anotBer location in tBe eCent of a
di>a>terG
f* confir@ AitB tBe contracted Cendor tBat tBeir co@putin? and data co@@unication> confi?uration> Aill @eet tBe
a?encie> need>3 and tBat tBey Aill be ready for tBe te>tG*
?* for@ulate a te>t >cBedule3 >et tBe obEectiCe> for tBe te>t and e>tabli>B action ite@> for tBe &DC and a?ency tea@ in
preparation for tBe te>t*
B* di>>e@inate infor@ation to tBe a?ency re?ardin? tBe te>t*
i* >end tBe bacFup tape> and tape li>t> to tBe Cendor >ite*
E* a>>i>t tBe a?ency application oAner>/participant> in >ucce>>fully runnin? tBeir application> at tBe alternate >ite*
'Be a>>i>tance include> Belp AitB te>t preparation>3 on8call >upport durin? tBe duration of tBe te>t3 re>olCin?
reported proble@>3 and >erCin? a> tBe liai>on betAeen tBe a?ency tea@ and tBe &DC 'ea@3 and
F* recordin? all proble@ report>3 ?eneral te>t note> and report> report de>cribin? re>ult> acBieCed for eacB co@pleted
te>t*
1isaster 4ecoGerE AgencE 4esponsiDilitE
'Be a?encie> Aill a>>i?n a Di>a>ter "ecoCery Coordinator to oCer>ee tBe a?encie> Di>a>ter "ecoCery Pro?ra@* 'Be
Di>a>ter "ecoCery Coordinator i> re>pon>ible for:
a* periodically >urCeyin? a?ency pro?ra@ @ana?er> fro@ tBe cu>to@er co@@unity to deter@ine ABicB application>
reJuire di>a>ter recoCery >erCice> and/or re>ource>G
b* deter@ine BoA often3 or?aniIe3 and reJue>t re?ularly8>cBeduled periodic te>t> of tBe di>a>ter recoCery procedure>G
c* @aintain and update tBe (?encie> Di>a>ter "ecoCery Plan ba>ed on cBan?e> in cu>to@er reJuire@ent>3 critical
application3 data reJuire@ent> and in re>pon>e to eCent> >ucB a> office @oCe>3 telepBone nu@ber cBan?e>3 and
cBan?e in per>onnel and duty cBan?e>3 and
d* orcBe>trate fro@ tBe a?ency cBo>en location tBe eDecution of tBeir Di>a>ter "ecoCery Plan ABen a di>a>ter Ba>
been declared*
Service Des
'Be >erCice de>F i> tBe &DCH> 2 < 0 point of contact for autBoriIed >taff AitBin tBe &DC a?encie> tBat reJuire
tecBnical >upport* 'Bi> >erCice include> perfor@in? tBe folloAin? ta>F>:
a* ProCide a central point of contact for &DC a?ency Belp de>F> and autBoriIed a?ency per>onnel
b* "eceiCe reJue>t> and trouble report>3 lo? tBe@3 a>>i?n priority ba>ed on a?reed upon definition> and route tBe
reJue>t to tBe appropriate >tate data center re>ource
c* ProCide >tatu> of pendin? reJue>t> to a?ency Belp de>F
d* Notify a?ency contact ABen reJue>t i> co@pleted
e* Docu@ent tBe co@pletion of tBe reJue>t
f* DeCelop tBe eDperience and proce>>e> tBat are reJuired in order to >olCe a> @any proble@> a> po>>ible on tBe fir>t
contact
/ecuritE /erGices
'Be &DC Aill proCide centraliIed tecBnical >ecurity >upport* &ecurity >erCice> Aill be perfor@ed in re>pon>e to
a?ency reJuire@ent> and perfor@ed on tBo>e co@ponent> tBat are part of tBe &DC infra>tructure* &o@e >erCice> are
neA to tBe infra>tructure and Aill be i@ple@ented after tBe initial @i?ration and >tabiliIation period* 'Be>e >erCice>
include:
a* &ecured 1irtual PriCate NetAorF 91PN;
b* ,ireAall @ana?e@ent
c* (nti8Ciru> >erCice> for &DC @ana?ed re>ource>
d* Incident re>pon>e for &DC @ana?ed re>ource>3 includin?3 >ecurity notification> / alert> to &DC a?encie> a>
appropriate and applicable to a?ency u>e> or application>
e* NetAorF intru>ion detection >erCice> and @onitorin?
f* -o>t intru>ion preCention >erCice> and @onitorin?
?* PriCacy and co@pliance a>>urance >erCice> includin? a>>i>tin? a?encie> AitB audit>
B* PBy>ical >ecurity of &DC a>>et>
i* NetAorF fireAall >erCice>
E* &ecure Airele>> netAorFin?
In addition3 tBe folloAin? >ecured >erCice> Aill be proCided on an Lopt inM ba>i> by tBe CNIC a?encie>:
a* #ncrypted traffic betAeen tBe >tate data center and a?ency/field office>
b* #ncrypted >tora?e for a?ency data
Version 8.4 !"#$%#$!!&' Page( 121
c* #ncrypted tran>@ittal of a?ency data
Version 8.4 !"#$%#$!!&' Page( 122
Consulting /erGices
Te S(C 0ill $e sta2ed 0it personnel 0o ave deep s1ills in te tecnical disciplines
required to success"ull& manage IT in"rastructure* In order to ma-imi7e te value o" tose
tecnical s1ills to te state+ agencies can consult 0it S(C personnel "or tecnical e-pertise
"or an& o" te o2erings in tis catalog* Consulting services provided $& S(C include $ut are
not limited to te "ollo0ing:
a* (>>i>tin? a?ency repre>entatiCe> AitB application analy>i> and de>i?n in order to @eet reJuire@ent>
b* (>>i>tin? AitB >y>te@> inte?ration
c* Prototypin? application confi?uration>
d* 'ecBnical debu??in? and perfor@ance a>>i>tance for application>
e* (>>i>tin? AitB tBe in>tallation of >oftAare for ABicB a?encie> are pri@arily re>pon>ible
f* (rran?in? for L'ran>fer of Infor@ationM >e>>ion>3 learnin? >e>>ion>3 and oCerall tecBnolo?y refre>B @eetin?> to
confir@ tBat appropriate eJuip@ent and >upport tecBniJue> to @aintain inCentory eJuip@ent are applied
?* ProCidin? ?eneral tecBnical adCice in order to opti@iIe tBe co>t effectiCene>> of tBo>e ele@ent> of tBe I'
infra>tructure @ana?ed by tBe &DC
B* "e>earcBin? and co@pletin? Nproof> of conceptN for tecBnolo?ie> tBat proCide potential benefit> to a?encie>
Additional Information
Con>ultin? >erCice> Aill be proCided on an optional ba>i>* &DC per>onnel ABo proCide tBi> >erCice Aill function a>
part of a deCelop@ent tea@ and Aill be eDpected to proCide AorF product> a> reJuired by tBe deCelop@ent proEect and
to co@plete tBeir AorF a> reJuired by tBe proEect >cBedule*
Project 5anagement /erGices
'Be &DC Aill BaCe proEect @ana?e@ent capability* 'Bi> i> reJuired botB to @ana?e proEect> tBat are pri@arily
internal to tBe &DC a> Aell a> to interface AitB a?encie> in @ana?in? tBe eDecution of tBe &DC co@ponent of a?ency
proEect>* 'Be >erCice offered to a?encie> Aill include3 but i> not li@ited to:
a* Mana?in? tBe a>>i?n@ent of &DC per>onnel to tBe proEect and tBe on?oin? &DC >taffin? reJuire@ent for tBe
proEect
b* DeCelop@ent of proEect plan> tBat ?uide tBe eDecution of &DC per>onnel in approCed proEect>
c* 'racFin? >cBedule3 co>t and &DC per>onnel utiliIation to tBe a?reed upon proEect plan
d*rFin? AitB a?ency per>onnel to inte?rate tBe proEect plan for tBe &DC co@ponent of a proEect into tBe @a>ter
proEect plan
e* Mana?in? i>>ue> relatin? to tBe &DC co@ponent of tBe proEect* 'Bi> include> i>>ue identification3 lo??in? into
an a?reed upon i>>ue tracFin? >y>te@3 tracFin? pro?re>>3 adBerence to a?reed upon e>calation proce>>e> and
docu@entation of tBe re>olution
f* Mana?in? ri>F> relatin? to tBe &DC co@ponent of tBe proEect* 'Bi> include> ri>F identification3 lo??in? into an
a?reed upon tracFin? >y>te@3 docu@entin? @iti?ation >tep>3 tracFin? of ri>F tri??er>3 and adBerence to a?reed
upon e>calation proce>>e>
?* ProCidin? >tatu> report> of tBe &DC co@ponent> of proEect> in an a?reed upon for@at and freJuency
B* (ttendance and participation in proEect @ana?e@ent @eetin?>
Additional Information
ProEect @ana?e@ent >erCice> Aill be proCided on an optional ba>i>* &DC per>onnel ABo proCide tBi> >erCice Aill
function a> part of a deCelop@ent tea@ and Aill be eDpected to proCide AorF product> a> reJuired by tBe deCelop@ent
proEect and to co@plete tBeir AorF a> reJuired by tBe proEect >cBedule*
Version 8.4 !"#$%#$!!&' Page( 12+
Service Metrics
Service
6ours of
Support
Operations 9
On Call
Support
Availa1ilit2
Time to
Respond
Time to
Restore
Potential 3ill :nit
LAN 7am-6pm M-F ! " 7 #$$.$ % & '( min & hrs ) of *onnections
+AN 7am-6pm M-F ! " 7 #$$.$ % & '( min & hrs ,and-idth
.ial /p 7am-6pm M-F ! " 7 #$$.$ % & ! hrs & 0 hrs 1er Acco2nt
3nternet Access 7am-6pm M-F ! 4 7 #$$.$ % & 5 hr & hrs ,and-idth
6ideo 7er8ices
9optional:
7am-6pm M-F ! " 7 #$$.$ % & 5 hr & ! hrs ,and-idth
MF ; 7er8ers 7am-6pm M-F ! " 7 #$$.$ % & '( min & hrs *R/
.atabase
7er8ers
7am-6pm M-F ! " 7 #$$.$ % & '( min
& hrs
*R/
7er8er ; 7>stem
.,A
7am-6pm M-F ! " 7 N?A
& hrs N0A
Time
7ec2rit> 7er8ices 7am-6pm M-F ! " 7 #$$.$ % & '( min 4 ; +rs *R/
Version 8.4 !"#$%#$!!&' Page( 12
/lossar2 of Terms
)erm 1efinition
Asset
Co@ponent of a Dusiness process* (>>et> can include people3 acco@@odation3
co@puter >y>te@>3 netAorF>3 paper record>3 faD @acBine>3 etc*
AGailaDilitE
(bility of a co@ponent or >erCice to perfor@ it> reJuired function at a >tated
in>tant or oCer a >tated period of ti@e* It i> u>ually eDpre>>ed a> tBe aCailability
ratio3 i*e* tBe proportion of ti@e tBat tBe >erCice i> actually aCailable for u>e by tBe
Cu>to@er> AitBin tBe a?reed >erCice Bour>* In tBe &erCice Catalo? tBe aCailability
percenta?e> are deriCed u>in? tBe folloAin? for@ula:
O9(&' 5 D'; / (&'P < 100 Q &erCice or Co@ponent (Cailability 9R;
(&' Q (?reed &erCice 'i@e
D' Q (ctual doAnti@e or ti@e tBat >erCice did not @eet &.( reJuire@ent> 9e*?*
>y>te@ re>pon>e ti@e>; durin? a?reed >erCice ti@e
AGailaDilitE 5anagement
'Be process to @onitor I' co@ponent> to en>ure tBat I' con>i>tently and co>t8
effectiCely deliCer> tBe leCel of aCailability and perfor@ance leCel> 9e*?* >y>te@
re>pon>e ti@e; reJuired by tBe cu>to@er* (Cailability Mana?e@ent Aill fall under
tBe &erCice .eCel Mana?e@ent tea@ AitBin tBe &tate Data Center*
*aseline
( >nap>Bot or a po>ition ABicB i> recorded* (ltBou?B tBe po>ition @ay be updated
later3 tBe ba>eline re@ain> uncBan?ed and aCailable a> a reference of tBe ori?inal
>tate and a> a co@pari>on a?ain>t tBe current po>ition*
*usiness Process
( ?roup of bu>ine>> actiCitie> undertaFen by an or?aniIation in pur>uit of a
co@@on ?oal* ( bu>ine>> proce>> u>ually depend> upon >eCeral bu>ine>> function>
for >upport3 e*?* I'3 per>onnel3 and acco@@odation* ( bu>ine>> proce>> rarely
operate> in i>olation3 i*e* otBer bu>ine>> proce>>e> Aill depend on it and it Aill
depend on otBer proce>>e>*
CapacitE 5anagement
'Be process of plannin?3 >iIin?3 and controllin? I' capacity to >ati>fy u>er
de@and at a rea>onable co>t AitBin tBe perfor@ance leCel> a?reed to in tBe >erCice
leCel a?ree@ent 9&.(; or internal to I' a> a operatin? leCel a?ree@ent 9O.(;*
Definition of tBi> proce>> to be a>>i?ned to eitBer tBe .o?i>tic> tea@ or &DC
Mana?e@ent 'ea@*
Changes'
'Be addition3 @odification or re@oCal of approCed3 >upported3 or Daselined
BardAare3 netAorF3 >oftAare3 application3 enCiron@ent3 >y>te@3 de>Ftop build or
a>>ociated docu@entation*
Change 5anagement
'Be process tBat en>ure> tBat >tandardiIed @etBod> and procedure> are u>ed for
efficient and pro@pt Bandlin? of all changes3 in order to @ini@iIe tBe i@pact of
CBan?e8related Incidents upon >erCice Juality*
Charging # ChargeDack
'Be proce>> of e>tabli>Bin? cBar?e> in re>pect of bu>ine>> unit>3 and rai>in? tBe
releCant inCoice> for recoCery fro@ cu>to@er>*
Version 8.4 !"#$%#$!!&' Page( 125
Configuration *aseline see
also *aseline'
Confi?uration of a product or >y>te@ e>tabli>Bed at a >pecific point in ti@e3 ABicB
capture> botB tBe >tructure and detail> of tBe product or >y>te@3 and enable> tBat
product or >y>te@ to be rebuilt at a later date*
Configuration Items' CIs'
Co@ponent of an infra>tructure 8 or an ite@3 >ucB a> a "eJue>t for CBan?e3
a>>ociated AitB an infra>tructure 8 ABicB i> 9or i> to be; under tBe control of
Configuration 5anagement* CI> @ay Cary Aidely in co@pleDity3 >iIe and type 8
fro@ an entire >y>te@ 9includin? all BardAare3 >oftAare and docu@entation; to a
>in?le @odule or a @inor BardAare co@ponent*
Configuration 5anagement
'Be process tBat coCer> tBe identifyin?3 controllin?3 @aintainin?3 and Cerifyin? of
confi?uration ite@> 9CI>;3 includin? tBeir Cer>ion>3 con>tituent co@ponent> and
relation>Bip>*
'Be ?oal of Confi?uration Mana?e@ent i> to en>ure tBat only autBoriIed
co@ponent>3 FnoAn a> configuration items3 are u>ed in tBe I' enCiron@ent*
'Be>e confi?uration ite@> >Bould be @onitored and tracFed tBrou?B out tBeir
co@ponent lifecycle*
Customer
OAner of tBe >erCiceG u>ually tBe Cu>to@er Ba> re>pon>ibility for tBe co>t of tBe
>erCice3 eitBer directly tBrou?B cBar?in? or indirectly in ter@> of de@on>trable
bu>ine>> need* It i> tBe Cu>to@er ABo Aill define tBe >erCice reJuire@ent>*
Customer 4elationship
5anagement
'Bi> function Aill be perfor@ed by a co@bination of /erGice +eGel 5anagement
and tBe /erGice 1esk for &DC cu>to@er facin? actiCitie>* 'Be Aill proCide for
@ecBani>@> on /+A ne?otiation> a> Aell a> incidents and change reJue>t>*
1elta 4elease
( partial relea>e tBat include> only tBo>e CI> AitBin tBe relea>e unit tBat Ba>
actually cBan?ed or are neA >ince tBe la>t full or delta relea>e*
.inancial 5anagement
'Be process ABicB i> re>pon>ible for tBe >ound >teAard>Bip of tBe @onetary
re>ource> of tBe or?aniIation* It >upport> tBe or?aniIation in plannin? and
eDecutin? it> bu>ine>> obEectiCe> and reJuire> con>i>tent application tBrou?Bout
tBe or?aniIation to acBieCe @aDi@u@ efficiency and @ini@u@ conflict* 'Bi>
proce>> Aill be defined and deter@ined by tBe (ccountin?rF?roup*
.ull 4elease
(ll co@ponent> of tBe relea>e unit tBat are built3 te>ted3 di>tributed3 and
i@ple@ented to?etBer*
urs of /upport
'Be nu@ber of Bour> per day and tBe nu@ber and ABicB day> of tBe AeeF tBat
>upport Aill be proCided 8 re?ular bu>ine>> Bour>* In >o@e ca>e> Bour> of >upport
i> dependent on a?ency field >upport Bour> ABicB @ay be @ore li@ited tBen tBe
&DC Bour> of >upport* Off Bour> are >upported by operation>* Off Bour> are
>upported a> LOn Call &upportM
Incidents'
(ny eCent which i> not part of tBe >tandard operation of a >erCice and which
cau>e>3 or @ay cau>e3 an interruption to3 or a reduction in3 tBe Juality of tBat
>erCice*
Incident 5anagement
'Be process of re>torin? nor@al >erCice operation a> JuicFly a> po>>ible and
Version 8.4 !"#$%#$!!&' Page( 12/
@ini@iIin? tBe adCer>e i@pact on bu>ine>> operation>* 'Bi> Aill en>ure tBe be>t
po>>ible leCel> of >erCice Juality and aCailability are @aintained*
I) /erGice ContinuitE
'Be process en>urin? tBat any I' >erCice can proCide Calue to tBe cu>to@er in tBe
eCent tBat nor@al aCailability >olution> fail*
5etric Mea>urable ele@ent of a >erCice proce>> or function*
5onitor # 5onitoring 'Be actiCity of AatcBin? a particular function in order to a>certain it> >tatu>*
Normal /erGice -peration
&erCice operation para@eter> AitBin a?reed &erCice .eCel (?ree@ent> 9&.(;
li@it>*
-n Call /upport
'Be nu@ber of Bour> per day and tBe nu@ber of day> per AeeF >upport Aill to be
proCided Cia an On8Call co@@unication @ecBani>@ 9cell3 pa?er3 teDt @e>>a?in?3
pBone3 >i?nal flare3 @e?a8pBone3 otBer; ba>ed on tBe a?reed &.(* 'Bi> i> >eparate
fro@ On8&ite >upport ABere tBe re>ource i> pBy>ically located on tBe &DC
pre@i>e> to proCide >upport*
-perational +eGel Agreements
-+A'
(n internal a?ree@ent coCerin? tBe deliCery of >erCice> ABicB >upport tBe I'
or?aniIation in tBeir deliCery of >erCice>*
-perationsurs of /upport
Dependin? on bu>ine>> reJuire@ent3 >o@e >y>te@> Aill reJuire >upport out>ide tBe
&DC nor@al bu>ine>> Bour>* 'Be>e reJuire@ent> for additional >upport Aill be
part of tBe >erCice leCel a?ree@ent*
ProDlems' %nFnoAn underlyin? cau>e of one or @ore Incidents*
ProDlem 5anagement
'Be process of proactiCely and reactiCely identifyin? trend>3 >eeFin? tBe root cau>e
of incidents3 initiatin? action> to i@ple@ent a AorF8around or re>olution3 and
preCentin? >i@ilar incident> in tBe future* 'Be reactiCe a>pect i> concerned AitB
>olCin? proble@> in re>pon>e to one or @ore incidents* ProactiCe Proble@
Mana?e@ent i> concerned AitB identifyin? and >olCin? proble@> and FnoAn
error> before incidents occur in tBe fir>t place*
Proble@ Mana?e@ent differ> fro@ Incident 5anagement in tBat it >eeF> to
inCe>ti?ate tBe root cau>e of an incident and find tBe >olution* On tBe otBer Band
Incident 5anagement >eeF> to find tBe JuicFe>t Aay of re>torin? >erCice3
potentially tBrou?B a AorFaround ratBer tBan a >olution*
Process
( connected >erie> of action>3 cBan?e> etc* perfor@ed by a?ent> AitB intent of
>ati>fyin? a ?oal*
4elease
( collection of neA and/or cBan?ed Confi?uration Ite@> 9CI>; ABicB are te>ted
and introduced into tBe liCe enCiron@ent to?etBer*
4elease 5anagement
'Be process of coordinatin? and @ana?in? relea>e> to a liCe enCiron@ent* 'Be
proce>> include> plannin?3 analyIin?3 de>i?nin?3 buildin?3 te>tin?3 and deployin?
a bundled relea>e of BardAare and >oftAare to @ultiple cu>to@er> and location>*
Version 8.4 !"#$%#$!!&' Page( 120
Include> relea>e pacFa?e a>>e@bly3 centraliIed and di>tributed >oftAare >tora?e
and Cer>ion control3 @i?ration control3 relea>e preparation and acceptance3
>oftAare and data di>tribution3 and BardAare and >oftAare in>tallation*
4elease Package
( ?roup of relea>e> 9can include botB full and delta relea>e>; pacFa?ed to?etBer
and i@ple@ented concurrently*
4eCuest 5anagement
'Be process to en>ure tBat reJue>t> >ub@itted to tBe &tate Data Center are Bandled
appropriately* 'Bi> function Aill be Bandled by tBe /erGice 1esk and tBe Change
5anagement proce>>*
/erGices'
'Be deliCerable> of tBe I' or?aniIation a> perceiCed by tBe Cu>to@er>* Contain>
one or @ore I' >y>te@> AorFin? to?etBer to enable a Dusiness process*
/erGice AGailaDilitE see also
AGailaDilitE'
(bility of a co@ponent or >erCice to perfor@ it> reJuired function at a >tated
in>tant or oCer a >tated period of ti@e* It i> u>ually eDpre>>ed a> tBe aCailability
ratio3 i*e* tBe proportion of ti@e tBat tBe >erCice i> actually aCailable for u>e by tBe
Cu>to@er> at tBe a?reed upon perfor@ance leCel 9e*?* >y>te@ re>pon>e ti@e;
AitBin tBe a?reed >erCice Bour>*
/erGice 1esk 'Be point of contact AitBin tBe I' or?aniIation for con>u@er> of I' >erCice>*
/erGice +eGel Agreement
/+A'
:ritten a?ree@ent betAeen a >erCice proCider 9e*?* tBe &DC; and tBe Cu>to@er9>;
9e*?* an (?ency;3 tBat docu@ent > a?reed &erCice .eCel> for one or @ore &erCice>*
/erGice +eGel 5anagement
/+5'
'Be process of @aintainin? and i@proCin? I' &erCice Juality tBrou?B a con>tant
cycle of definin?3 a?reein?3 docu@entin?3 @onitorin?3 and reportin? tBe leCel> of
cu>to@er I' >erCice3 tBat are reJuired and co>t Eu>tified* 'Bi> proce>> Aill be
defined and ad@ini>tered by tBe &erCice .eCel Mana?e@ent tea@ AitBin tBe &DC*
/erGice 4esponse )ime
'ar?et ti@efra@e >et for a serGice to perfor@ it> reJuired function at a >tated
in>tant or oCer a >tated period of ti@e* It i> u>ually eDpre>>ed a> >econd> or >ub
>econd> but can be ABateCer ti@e or unit @ea>ure@ent tBat i> appropriate for a
?iCen platfor@*
/upporturs see urs of
/upport'
'Be nu@ber of Bour> per day and tBe nu@ber and ABicB day> of tBe AeeF tBat
>upport Aill be proCided for a ?iCen &erCice .eCel*
/Estem
(n inte?rated co@po>ite tBat con>i>t> of one or @ore of tBe proce>>e>3 BardAare3
>oftAare3 facilitie> and people3 tBat proCide> a capability to >ati>fy a >tated need or
obEectiCe*
/Estem 4esponse )ime
'ar?et ti@efra@e >et for a >y>te@ 9O&3 platfor@3 printer3 etc; co@ponent to
perfor@ it> reJuired function at a >tated in>tant or oCer a >tated period of ti@e* It
i> u>ually eDpre>>ed a> >econd> or >ub >econd> but can be ABateCer ti@e or unit
@ea>ure@ent tBat i> appropriate for a ?iCen platfor@*
)ime to 4espond
'Be a@ount of ti@e aCailable for a re>pon>e to an incident fro@ tBe appropriate
&DC >upport per>onnel* 'Bi> i> tBe ti@e for tria?e on tBe Incident to be?in at a
Version 8.4 !"#$%#$!!&' Page( 12!
@ini@u@*
)ime to 4estore
'Be a@ount of ti@e tBat i> taFen to return a ?iCen >erCice to nor@al leCel> of
perfor@ance fro@ tBe on>et of an Incident to tBe point ABere adeJuate cBecF>
BaCe taFen place to en>ure tBat tBe >erCice Ba> been re>tored*
In >o@e ca>e> ti@e to re>tore i> dependent on a?ency field >upport aCailability3
BardAare replace@ent contract>3 and pBy>ical con>traint> tBat are beyond tBe
control of tBe &DC*
Version 8.4 !"#$%#$!!&' Page( 129
$4. Appendix < – Data Center "oles and "esponsi1ilities .ors+eet
4oles I 4esponsiDilities ?orksheet Purpose
'Bi> AorF>Beet i> intended to be u>ed to >Barpen tBe >tate data center 9&DC; &erCice> De>cription>*
It i> NO' a replace@ent for nor doe> it taFe precedence oCer tBe &DC &erCice> De>cription>* 'Be
docu@ent contain> a @iDture of ta>F> and >erCice> >o@e ABicB are not in >cope of tBe >tate data
center and i> intended to be con>i>tent AitB tBe >erCice> de>cription> of tBe &erCice> Mana?e@ent
AorF?roup* It i> Boped tBat by con>iderin? tBi> broader and @ore ?ranular li>t of I' actiCitie>3 Ae
Aill identify any ?ap> tBat re@ain in our >erCice de>cription>* It i> anticipated tBat portion> of tBi>
docu@ent Aill be included in tBe &erCice .eCel (?ree@ent> 9&.(>; betAeen tBe &DC and tBe
participatin? a?encie>*
#acB actiCity Ba> a leCel of re>pon>ibility a>>i?ned to it tBat i> >uppo>ed to be con>i>tent AitB tBe
&DC &erCice> De>cription>* 'Be >ection beloA eDplain> tBe re>pon>ibility code>* It i> reco@@ended
tBat tBi> docu@ent be reCieAed periodically a> i@ple@entation of tBe &DC approacBe> in order to
facilitate an orderly >tart of operation>* 'Be &erCice> Mana?e@ent AorF?roup >Bould reCieA and
update tBi> docu@ent at tBe conclu>ion of tBeir proce>> definition and Bi?B leCel or?aniIation
definition pBa>e>*
4oles I 4esponsiDilities 5atrix 4eGiew Principles
1* 'Be order of precedence for tBe re>pon>ibilitie> code> i> L"M i> tBe Bi?Be>t leCel of re>pon>ibility3
folloAed by L(M3 and tBen by LCM
2* No one line can BaCe @ore tBan one party BaCin? oCerall re>pon>ibility 9e*?* one L"M per
ta>F/function;
+* 'Be L"M 94e>pon>ible; @ean> tBat tBe party Ba> oCerall
accountability tBat tBe ta>F i> co@pleted*
* 'Be N(N 9Accountable; @ean> tBat tBe party i> to perfor@ tBe eDecution of tBe ta>F ba>ed upon a
procedure or docu@ented >et of reJuire@ent> deCeloped by tBe re>pon>ible party* 'Bi> Aould be
tBe ca>e3 for eDa@ple3 if tBe re>pon>ible party auto@ated a ta>F AitB a >cript and tBe party
a>>i?ned tBe L(M u>ed tBe >cript to perfor@ tBe ta>F*
5* 'Be LCM 9Con>ultatiCe; @ean> tBat tBe party i> re>pon>ible to proCide FnoAled?e3 data3
opinion>3 reco@@endation>3 ?uidance3 approCal3 concurrence3 direction3 in>truction>3 etc*3 before
tBe ta>F can be co@pleted
4oles I 4esponsiDilities 5atrix Assumptions
1* 'Be >erCice> to be deliCered by tBe &DC are tBo>e docu@ented in tBe &DC &erCice>
De>cription> a> created by tBe CNIC &erCice Mana?e@ent AorF?roup*
6eneric 4ACI 1efinitions
4 Q 4esponsiDle 8 oAn> tBe proble@ / proEect
A Q to ABo@ N"N i> AccountaDle 8 ABo @u>t >i?n off 9(pproCe; on AorF before it i> effectiCe
C Q to be Consulted 8 Ba> infor@ation and/or capability nece>>ary to co@plete tBe AorF
I Q to be Informed 8 @u>t be notified of re>ult>3 but need not be con>ulted
Version 8.4 !"#$%#$!!&' Page( 1+0
Computing and Networing Infrastructure Consolidation
Task/Function A
G
Y
D
!
"#$I!" !O%T#O&
'( ervice Desk
1* #rovide central point o" contact "or request and pro$lem mgmt 0itin
S(C
R
2* Enter requests into appropriate trac1ing s&stem R
>* (evelop or acquire necessar& s1ills to ans0er as man& questions on
!rst call as possi$le
R
?* %ssess request criticalit& R C
@* %ssess request "or te S(C e2ort required R
A* #rioriti7e request R C
B* %ssign responsi$ilit& "or request completion R
C* Coordinate request sceduling C R
D* #rovide status o" request to agenc& elp des1 or autori7ed agenc&
contact
R
1E* Noti"& agenc& elp des1 or autori7ed agenc& contact o" request
completion
R
11* S(C service des1 closes requests in te trac1ing s&stem C R
12* Fenerate and ma1e availa$le per"ormance reports "rom request
data$ase
C R
1>* 4pdate+ trac1+ report and maintain request status on request trac1ing
s&stem
R
)( Applications Pro*lem Management
1* Enter pro$lem into appropriate agenc& trac1ing s&stem R
2* %ssess pro$lem severit& R C
>* #rioriti7e pro$lem R C
?* %ssign responsi$ilit& "or pro$lem completion R %
@* (etermine pro$lem resolution or 0or16around alternatives R %
A* %ssist in trou$lesooting 0it tecnical input regarding computing
environment
R
B* Escalate pro$lems as necessar& according to procedures "rom S.% R %
C* %genc& tier 1 'elp (es1 9or autori7ed agenc& contact: noti!es user o"
pro$lem completion and con!rm user satis"action
R C
D* %genc& Tier 1 'elp (es1 closes pro$lem in te trac1ing s&stem R
1E* Fenerate and ma1e availa$le per"ormance reports "rom pro$lem
data$ase
R C
+( User Administration #e,uests
1* 4ser Trac1ing 6 receives personnel emplo&ment activit& in"ormation
"rom 'R
R C
2* )aintain personnel emplo&ment activit& in"ormation "rom 'R R C
>* 4ser (ocumentation < Noti!cation G documents user access levels+
periodicall& noti!es appropriate parties
R C
?* 4ser Securit& Froup )aintenance 6 maintains group pro!les C R
@* (e!ne overall application securit& polic&/permissions R C
A* (e!ne ne0 user request and approval procedures R C
B* Create ne0 users in #roduction C R
C* Create ne0 users in non6production environments 9S(C ma& suppl&
scripts:
% R
Version 8.4 !"#$%#$!!&' Page( 1+1
Computing and Networing Infrastructure Consolidation
Task/Function A
G
Y
D
!
"#$I!" !O%T#O&
"#$I!" D"&I$"#Y
-stems Management
.( Production c/eduling 0 Manages da-0to0da- processing
sc/edule1 veri2es production activities are
performed/controlled
1* (e!ne $usiness requirements governing production 8o$ scedule R
2* (e!ne production 8o$ scedule R C
>* (e!ne 8o$ dependencies R C
?* )aintain scedule in"ormation in te sceduling tool C R
@* %d8ust scedule to account "or "ailures and dela&s R %
A* (e!ne parameters "or production 8o$s R C
B* E-ecution o" sceduled 8o$s R
C* )onitor sceduled 8o$ e-ecution and report "ailures R
D* %ssess impact o" "ailed 8o$s R C
1E* (e!ne o0 to recover/roll$ac1 "rom "ailed 8o$s R C
11* E-ecute recover&/roll$ac1 "rom "ailed 8o$s using pre6de!ned
procedures
% R
12* Terminate/cancel 8o$s per requests or pre6de!ned procedures C R
1>* ,eri"& 8o$ e-pected results R %
3( Output Management 0 Monitors all output
generation/distri*ution
1* Collect and communicate requirements "or electronic output R C
2* #rint $ursting+ Hpigeon olingI and mailing $& e-isting processes and
procedures
R
4( Performance Measurement and #eporting
1* %nal&7e and report computing resource usage trends C R
2* Fenerate and disseminate reports related to S.% metrics R
5( Monitoring
1* (e!ne event noti!cation and escalation procedures "or ard0are
events
C R
2* (e!ne event noti!cation and escalation procedures "or OS events C R
>* (e!ne event noti!cation and escalation procedures "or data$ase
events
R %
?* (e!ne event noti!cation and escalation procedures "or applications
events
R C
@* )onitor environment "or events and "ollo0 noti!cation and escalation
procedures
R
A* .og events R
B* )onitor te success/"ailure o" te startup/sutdo0n processes R
C* )onitor $ac1up processes R
D* )onitor restoration processes as requested R
1E* )onitor success/"ailure o" sceduled 8o$s R
11* )onitor "or application per"ormance pro$lems R
Version 8.4 !"#$%#$!!&' Page( 1+2
Computing and Networing Infrastructure Consolidation
Task/Function A
G
Y
D
!
"#$I!" !O%T#O&
6( Infrastructure !/ange !ontrol
1* (e!ne/)aintain Cange Control process and procedures C R
2* Enter cange into trac1ing s&stem C R
>* Su$mit Cange Control requests "or applications R C
?* Su$mit Cange Control requests "or in"rastructure C R
@* (ocument results o" cange request C R
7( Migration !ontrol 0 !oordinating t/e movement and
maintaining t/e integrit- of a release package 8/ile in t/e
non0production environments1 *efore a c/ange is read- to *e
deplo-ed to a production environment
1* Release #ac1age %ssem$l& 6 5undles te requirement components o" a
release+ and veri!es tat it is correct and complete
R C
2* Release #ac1age Integrit& 6 veri!es tat te canges in te enterprise
environment 9e*g* non6production and test envs: are s&ncroni7ed
90it #roduction: in order to veri"& a success"ul cange/release
R C
>* ,ersion Control Implementation 6 veri!es tat te multiple entities
0ic ma1e up te release pac1age are versioned and controlled
R C
?* Test Environment )igration R C
@* Success"ul Release #ac1age Con!rmation 6 veri!es tat tested release
pac1ages are stored/$ac1ed up prior to release*
R C
A* Release #ac1age )igration Noti!cation 6 veri!es tat access to tested
releases "or distri$ution to te production 9staging: environment are
availa$le to tose 0o require access
R C
B* Cange 5ac16out < Contingenc& #lanning 6 veri!es tat $ac1out plans
and contingenc& plans are in place in te event tat pro$lems arise
R %
Migrations 9et8een %on0Production "nvironments
C* Con!guration migration 9data: R
D* )igration o" data$ase o$8ects 9S(C ma& suppl& scripts/JC.: % R
1E* Code and program migrations e-ternal to data$ase R
11* %ddress migration pro$lems R
12* (ocument migration activities R
To and :it/in Production "nvironments
1>* Con!guration migration to #roduction 9data: R %
1?* )igration o" data$ase o$8ects C R
1@* Code and program migrations e-ternal to data$ase R %
1A* %ddress migration pro$lems R %
1B* (ocument migration activities R C
';( Post Deplo-ment upport 0 Planning in advance for a
/eig/tened level of service support directl- after deplo-ment
of c/ange
1*
#ost Conversion Support 6 #rovides additional support resources and
sort6term processes to assist te e-isting support organi7ation 0it
andling user requests and issues quic1l&
R %
2* #ost Conversion Revie0 6 Revie0s te conversion/deplo&ment e2ort
once deplo&ment is complete
R C
Version 8.4 !"#$%#$!!&' Page( 1++
Computing and Networing Infrastructure Consolidation
Task/Function A
G
Y
D
!
"#$I!" !O%T#O&
!UTOM"# "#$I!" MA%AG"M"%T
ervice Management
''( Infrastructure ervice Management
1* )anage dail& activities and communications R
2* #rioriti7e and approve ma8or service requests R C
>* Receive+ monitor and report status o" service requests R
?* Estimate time and+ as appropriate+ costs "or service requests % R
@* (evelop $usiness 8usti!cation "or service requests+ enancements+
pro8ects+ etc*
R C
A* #rovide montl& Service Request status reporting C R
B* Conduct IT Steering Committee )eetings C R
C* Conduct 4ser Committee )eetings C R
D* (evelop and document service level targets R %
1E* #rovide service level reporting % R
Planning ervices
')( Agenc- IT Management and Planning
1* %lign IT strateg& 0it $usiness strateg& R
2* #roduce long range applications plan R C
>* %pplication %rcitecture #lanning 6 (e!nes te applications needed+
teir application requirements+ per"ormance model+ and te
application distri$ution approac needed to ena$le te $usiness
capa$ilities
R
?* (ata %rcitecture #lanning 6 (e!nes te data needed+ te data
de!nitions+ per"ormance model+ and te data distri$ution approac
needed to ena$le te $usiness capa$ilities
R C
@* Tecnolog& %rcitecture #lanning 6 (e!nes te enterpriseKs tecnolog&
arcitecture $lueprints and te per"ormance model required to ena$le
te application $lueprints in delivering te $usiness capa$ilities
R C
A* #rovide IT capital "orecast and e-pense $udget R C
'+( Performance and !apacit- Planning
1* )anage application per"ormance and identi"& per"ormance issues R C
2* )anage s&stem and data$ase 9non6application speci!c+ e*g* stored
procedure per"ormance: per"ormance issues 9#roduction:
% R
>* )anage s&stem capacit& R
?* #rovide trend anal&sis as input to capacit& "orecasting R
@* (evelop capacit& plan $ased on requirements 9users+ ne0 apps* etc*: C R
'.( Disaster #ecover- (Note: This is Still Under Consideration by
the CNIC Steering Committee)
1* (etermine disaster recover& requirements $ased on $usiness needs R
2* (evelop disaster recover& plan to meet %genc& requirements R C
>* (evelop S(C internal procedures to accommodate S(CKs
responsi$ilities as per %genc&Ks disaster recover& plan
C R
?* (evelop disaster recover& procedures 9application testing: R C
@* #er"orm ris1 assessments R C
Version 8.4 !"#$%#$!!&' Page( 1+
Computing and Networing Infrastructure Consolidation
Task/Function A
G
Y
D
!
"#$I!" !O%T#O&
A* Revie0 disaster recover& plans 0it management R C
B* E-ecute disaster recover& tests 9s&stems: C R
C* E-ecute disaster recover& tests 9application: R C
DOMAI% MA%AG"M"%T
'3( Data*ase Management
%on0Production "nvironments
1* Create p&sical data$ase o$8ects C R
2* )anage data$ase storage usage C R
>* )anage ne-t e-tent si7es C R
?* #er"orm data$ase pro!le modi!cations as required C R
@* #er"orm data$ase reorgani7ations C R
A* #er"orm data$ase/ta$le copies R
B* 5ac1up data$ase arcive logs to tape R C
C* #lan/de!ne data$ase imports/e-ports R
D* #er"orm data$ase imports/e-ports R
1E* #er"orm (5)S upgrades C R
11* %ssist development team in optimi7ing SL. statements 9inde-es+
selects etc*:
R
Production "nvironments
12* Create p&sical data$ase o$8ects C R
1>* )anage data$ase storage usage C R
1?* )anage ne-t e-tent si7es C R
1@* #er"orm data$ase securit& pro!le modi!cations as required C R
1A* (etermine data$ase reorgani7ation scedule R C
1B* Setup data$ase reorgani7ation processes and monitor e-ecution C R
1C* 5ac1up data$ase arcive logs to tape C R
1D* Resolve (ata$ase Tecnical pro$lems C R
2E* Create logical data$ase o$8ects 9vie0s+ inde-es+ etc: 9Tis depends on
i" an agenc& as requested logical (5% services
21* Resolve (ata$ase .ogical pro$lems 9Tis depends on i" an agenc& as
requested .ogical (5% services:
22* Create and maintain data models 9Tis depends on i" an agenc& as
requested .ogical (5% services:
2>* 4pdate and maintain agenc& data dictionar& 9Tis depends on i" an
agenc& as requested .ogical (5% services:
2?* #lan/de!ne data$ase imports/e-ports R C
2@* #er"orm data imports/e-ports as necessar& R
2A* #er"orm (5)S upgrades 9S(C discretionar& and/or su$8ect to Cange
Control:
C R
2B* %ssist development team in optimi7ing SL. statements 9inde-es+
selects etc*:
9Tis depends on i" an agenc& as requested .ogical (5% Services:
'4( Application Installs
%on0Production "nvironments
1* Install application so"t0are R C
2* .oad pre6con!gured clients+ templates and/or scripts in support o" te R C
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G
Y
D
!
"#$I!" !O%T#O&
pro8ect
>* Create initial pro8ect speci!c clients R C
?* (etermine !le s&stem requirements R C
@* (etermine unique operating s&stem parameters R C
A* Implement unique operating s&stem parameters C R
B* Setup application so"t0are users R C
C* O$tain application so"t0are license 1e&s i" required R C
D* Con!gure initial memor& management C R
1E* .oad standard data$ase delivered on install C(Ks or import data$ase
cop& and con!gure
C R
11* Setup 0or1 process and operations mode de!nitions R C
12* Install application so"t0are "ront6end on #C R C
1>* Test application so"t0are installation R C
Production "nvironments
1?* (esign/determine initial !le s&stem requirements during initial install R C
1@* ,alidate+ approve and e-ecute te initial creation o" !le s&stems C R
1A* )anage OS !le s&stems R
1B* (etermine initial values "or OS parameters during install R C
1C* ,alidate and approve OS s&stem parameters C R
1D* )anage OS parameters C R
2E* Setup application so"t0are+ %dmin users and I(Ms at te OS and (5
.evel
C R
21* Con!gure initial memor& management on server9s: C R
22* Setup 0or1 process and operations mode de!nitions+ $atc servers+
!le servers+ etc*
C R
2>* Test application installation R C
'5( Application Performance and Tuning
1* Identi"& end6user per"ormance pro$lems R C
2* #rovide application per"ormance anal&sis R C
>* (etermine optimal per"ormance settings "or application parameters
9Non6#roduction:
R C
?* (etermine optimal per"ormance settings "or application parameters
9#roduction:
R C
@* Con!gure application tuna$le parameters 9%genc& at te applications
level+ S(C at te ard0are and OS level as de!ned $& %genc&:
R %
A* )onitor per"ormance ad8ustments "or teir e2ectiveness 9%genc& at
te applications level+ S(C at te ard0are and OS level:
R %
B* Trac1 results o" application settings and parameter canges 9%genc& at
te applications level+ S(C at te ard0are and OS level as de!ned $&
%genc&:
R %
C* )anage 0or1load $alancing 9%genc& at te applications level+ S(C at
te ard0are and OS level:
R %
D* Support application team in resolution o" app* per"ormance pro$lems R
%on0Production "nvironments
1E* )odi"& application parameters R
11* )odi"& data$ase parameters 9S(C ma& suppl& scripts/JC.: % R
12* %pplications upgrades R
Production "nvironments
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Task/Function A
G
Y
D
!
"#$I!" !O%T#O&
1>* )odi"& application parameters R %
1?* )odi"& data$ase parameters C R
1@* %pplications upgrades R %
'6( Infrastructure upport
P/-sical ite Management * #rioriti7e and approve ma8or service requests R C
?* (etermine in"rastructure pro8ects 9S(C #ro8ects: tat must $e
completed to satis"& service requests
C R
@* (evelop $usiness 8usti!cation "or ne0 in"rastructure pro8ects R C
A* #rovide montl& status reporting R
B* %ttend IT Steering Committee meetings R
C* (evelop %nnual IT #lans "or %genc& R C
D* (evelop %nnual IT S(C #lan 9$ased on input "rom %genc& IT #lans: C R
1E* (evelop Service .evel %greements C R
11* Report on service level agreements % R
)+( >ard8are Management
1* )anage assets tat are in CNIC scope R
2* Identi"& potential "ailures and recommend solutions R
>* (evelop ard0are maintenance strateg& 9servers reside at S(C tus
overall responsi$ilit& to develop/maintain '3:
C R
?* Revie0 ard0are maintenance plans 0it management C R
@* Scedule ard0are maintenance C R
A* E-ecute preventative+ sceduled and 0arrant& required maintenance R
B* Test components tat ave received maintenance R
C* Trac1 sceduled maintenance o" components R
D* )anagement o" vendor relationsips and >
rd
part& contracts R
).( %et8ork Management
&ocal Area %et8ork Management ? Agenc- ite
1* )anage p&sical net0or1 elements 9circuits+ !re0alls+ routers+
s0itces and ca$ling:*
C R
2* )anage logical net0or1 components suc as net0or1 protocols R
>* #rovide net0or1 capacit& recommendations C R
?* #lanning and e-ecution o" tecnolog& installations and upgrades C R
@* Identi"& potential "ailures and recommend solutions C R
A* Trou$lesoot outages 9tis includes coordinating vendor 0or1: C R
B* (evelop ard0are maintenance strateg& R
C* Revie0 ard0are maintenance plans 0it management R
D* )anagement o" vendor relationsips and >
rd
part& contracts C R
1E* Implementation o" securit& rules C R
&ocal Area %et8ork Management ? D! ite
11* )anage p&sical net0or1 elements 9circuits+ !re0alls+ routers+
s0itces and ca$ling:*
C R
12* )anage logical net0or1 components suc as net0or1 protocols R
1>* Capacit& planning C R
1?* #lanning and e-ecution o" tecnolog& installations and upgrades C R
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Task/Function A
G
Y
D
!
"#$I!" !O%T#O&
1@* Identi"& potential "ailures and recommend solutions C R
1A* Trou$lesoot outages 9tis includes coordinating vendor 0or1: C R
1B* (evelop ard0are maintenance strateg& R
1C* Revie0 ard0are maintenance plans 0it management R
1D* )anagement o" vendor relationsips and >
rd
part& contracts C R
2E* Implementation o" securit& rules R
:ide Area %et8ork Management
21* )anage p&sical net0or1 elements 9circuits+ !re0alls+ routers+
s0itces and ca$ling:*
C R
22* )anage logical net0or1 components suc as net0or1 protocols R
2>* )anage all net0or1 providers to agree upon service levels C R
2?* ,alidate all net0or1 provider invoices C R
2@* Capacit& planning C R
2A* #lanning and e-ecution o" tecnolog& installations and upgrades C R
2B* )anage net0or1 contracts to assure a cost e2ective solution C R
2C* Recommend improvements to te 3%N "or qualit& or cost reasons C R
2D* Identi"& potential "ailures and recommend solutions C R
>E* Trou$lesoot outages 9tis includes coordinating vendor 0or1: C R
>1* (evelop net0or1 ard0are maintenance strateg& R
>2* Revie0 net0or1 ard0are maintenance plans 0it management R
>>* )anagement o" vendor relationsips and >
rd
part& contracts C R
>?* Implementation o" securit& rules C R
)3( torage Management
1* (evelop and maintain te storage management arcitecture C R
2* (e!ne data requirements+ !le and data$ase la&outs R C
>* %llocate and con!gure storage C R
?* )onitor storage utili7ation and noti!cation o" pending constraints C R
@* Speci"&ing and order storage devices and media C R
A* )aintenance o" storage device related so"t0are and micro6code R
B* (e!ning requirements "or tapes related to development pro8ects R C
C* )aintenance o" a scratc tape pool C R
D* Registering tapes and tape li$rar& maintenance C R
1E* )anagement o" o2site tape rotation C R
11* (e!nition o" media destruction requirements R
12* )edia destruction in accordance 0it requirements C R
1>* Tape la$eling and trac1ing C R
)4( ervers
1* Server installations C R
2* Server decommissioning C R
>* #lanning "or agenc& requested upgrades consistent 0it cange
control process
C R
)5( Operating -stems * S&stem so"t0are upgrades C R
?* (etermine optimal per"ormance settings "or OS parameters C R
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Computing and Networing Infrastructure Consolidation
Task/Function A
G
Y
D
!
"#$I!" !O%T#O&
9#roduction:
@* Con!gure OS parameters C R
A* )onitor per"ormance monitoring+ tuning and montl& reporting % R
B* Trac1 results o" OS settings and parameter canges R %
C* Trou$lesoot OS pro$lems R
D* Coordinate and manage te e2orts o" vendors to resolve OS issues C R
1E* %ppl& patces C R
)6( !I! ervices
1* Creation o" CICS ta$le entries necessar& "or ne0 or modi!ed
transactions
C R
2* E-ecution o" CICS "unctions necessar& to create or update a
transaction
C R
>* %ssist in coding CICS commands C R
?* %ssist in creating screen maps C R
)7( !onsulting ervices
1* (evelop a procedure "or requesting consulting services C R
2* Follo0ing agreed upon procedure in requesting consulting services R
>* %ssist 0it application anal&sis and design $& providing tecnical
e-pertise
C R
?* Tecnical assistance 0it s&stem integration C R
@* #rotot&ping application con!guration C R
A* Tecnical assistance 0it de$ugging and per"ormance issues C R
B* %ssistance 0it so"t0are installs C R
C* #rovide trans"er o" 1no0ledge/in"ormation sessions C R
D* #rovide general tecnical advise in order to optimi7e cost e2ectiveness
o" in"rastructure managed $& te S(C
C R
+;( ecurit- Management
1* (e!ne securit& requirements and rules R C
2* Implement securit& controls % R
>* Implement and maintain secured ,#N capa$ilit& C R
?* )aintain pass0ords and manage access controls C R
@* Implement and manage !re0all access C R
A* (e!ne securit& monitoring requirements 9incident de!nition+
noti!cation procedures+ etc:
R C
B* In"rastructure securit& monitoring C R
C* Respond to incidents "ollo0ing agreed upon process and procedures C R
D* Encr&ption o" traNc $et0een S(C and agenc& sites 9O#TION%. S(C
SER,ICE:
C R
1E* Implementing and maintaining secured storage "or agenc& data
9O#TION%. S(C SER,ICE:
C R
11* E-ecuting secured transmittal o" agenc& data 9O#TION%. S(C
SER,ICE:
C R
+'( Asset Procurement and Maintenance !ontracts
1* (es1tops/0or1stations R
2* (es1top application and OS so"t0are R
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Task/Function A
G
Y
D
!
"#$I!" !O%T#O&
>* .ocal %rea Net0or1 ard0are at S(C R
?* .ocal %rea Net0or1 ard0are at %genc& "acilities R
@* 3ide %rea Net0or1 ard0are at S(C R
A* 3ide %rea Net0or1 ard0are at %genc& "acilities R
B* Net0or1 Operating S&stem so"t0are at S(C R
C* Net0or1 Operating S&stem so"t0are at %genc& "acilities R
D* Service (es1 so"t0are at S(C R
1E* Net0or1 and server maintenance+ including ca$ling+ at agenc&
"acilities
C R
11* 'elp (es1 so"t0are at %genc& "acilities R
12* Servers and storage devices in S(C C R
1>* Operating s&stems "or servers C R
1?* %pplication so"t0are R
1@* (ata$ase so"t0are C R
1A* Operational management tools "or servers and net0or1 9.%N mgmt+
3%N mgmt+ Server mgmt+ etc*:
R
1B* Consuma$le media C R
1C* %pplication development so"t0are and tools R
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$". Appendix # – Pro=ect .orplan
'Be ProEectrFplan i> @aintained in @ultiple Micro>oft ProEect plan> linFed to?etBer*
$&. Appendix / – Pro=ect Lift Plan Template
ProEect lift plan te@plate Aill be deCeloped durin? tBe (rcBitecture pBa>e prior to tBe fir>t detail
de>i?n effort*
$>. Appendix : 3 Identified -ptimiJation -pportunities
'Bi> >ection outline> additional opportunitie> for tBe >tate to opti@iIe it> data center enCiron@ent*
'Be>e opportunitie> are po>>ible proEect> out>ide tBe >cope of tBe data center con>olidation a> a
@ean> to increa>e efficiencie> and ?enerate added >aCin?>* #acB opportunity de>cribe> tBe effort
of eitBer co@pletin? tBe opti@iIation or co@pletin? an a>>e>>@ent tBrou?B ABicB tBe opportunity
can be fully analyIed and tBe co>t/benefit analy>i> can be under>tood*
$>.0. 5ainframe 5IP/ 4eduction Project
It i> adCi>able to initiate a proEect to reduce tBe total nu@ber of utiliIed MIP&* 'Be rea>on> for
tBi> proEect are:
• 'Be purcBa>e of a @ainfra@e for con>olidation Aill occur AitBin tBe neDt year* ( reduction
in tBe nu@ber of MIP& utiliIed @ay reduce tBe >iIe of tBe @ainfra@e 9Potential Co>t
&aCin?;*
• "eduction in tBe in>talled MIP& on tBe con>olidation @ainfra@e Aill BaCe a beneficial
i@pact on >oftAare licen>in? cBar?e> 9Potential Co>t &aCin?;*
• If tBe reduction in tBe nu@ber of MIP& i> in>ufficient to cau>e a reduction in BardAare
reJuire@ent>3 tBe MIP& reduction at lea>t eDtend> tBe ti@e before tBe fir>t up?rade i>
reJuired 9Co>t (Coidance;*
• 'Be D-& @ainfra@e Aill be runnin? clo>e to capacity AitBin a year* ( reduction in MIP&
utiliIed on tBi> @acBine Aould Belp >u>tain it> u>eful life until D-& i> @oCed onto tBe neA
con>olidation @ainfra@e* 9"i>F "eduction and Potential Co>t (Coidance;*
'Be para@eter> of tBi> proEect are a> folloA>:
• 'Be e>ti@ated duration Aould be approDi@ately tBree @ontB>*
• 'Ao eDternal >ubEect @atter eDpert> Aould be u>ed AitB deep eDperti>e in >y>te@ tunin?*
BetAeen tBe@3 tBe>e eDpert> @u>t BaCe >y>te@ pro?ra@@in? >Fill>3 under>tand BoA
pro?ra@> eDecute in a IO& enCiron@ent3 BaCe eDperience AitB tBe COBO. pro?ra@@in?
lan?ua?e and BaCe eDperience AitB DB23 IM&/DB and data acce>> @etBod>*
• 'Be ?oal Aould be to reduce oCerall MIP& con>u@ption by 10R and reduce MIP&
con>u@ption on tBe D-& @ainfra@e by 5R*
• ,or application tunin?3 an appropriate tool3 >ucB a> &trobe fro@ Co@puAare3 @u>t be
purcBa>ed and in>talled*
,ro@ a bu>ine>> ca>e per>pectiCe3 tBe current >pendin? FnoAn to tBe CNIC proEect for @ainfra@e
i> approDi@ately S10M annually for a co@bined in>tall ba>e of !!+ MIP&* (>>u@in? tBat !0R of
tBo>e MIP& are utiliIed 900! MIP&;3 tBe >tate i> >pendin? approDi@ately S13000 per u>ed MIP&*
( >aCin?> of 10R 900 MIP&; of tBe u>ed MIP& eJuate> to a >aCin?> of S9!!3000 annually* :Bile
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Computing and Networing Infrastructure Consolidation
tBi> calculation doe> not taFe into account tBe fact tBat @ainfra@e BardAare capacity i> >old in
di>crete incre@ent> of MIP&3 it doe> ?iCe an indication of tBe potential for >aCin?>*
'Be Bi?B leCel approacB to obtainin? tBe>e >aCin?> con>i>t> of tBe folloAin? >tep>:
• Deter@ine tBe top 10 CP% con>u@er> on eacB of tBe @ainfra@e>* 'Bi> can be done u>in?
eDi>tin? tool>*
• Mer?e and >ort tBe li>t to produce tBe top 10 CP% con>u@er> acro>> all @ainfra@e>
• Perfor@ analy>i>* Proceedin? fro@ lar?e>t to >@alle>t3 identify and e>ti@ate >aCin?>
opportunitie> and tBe AorF reJuired to realiIe tBe e>ti@ated >aCin?>*
• Meet AitB Pro?ra@ Mana?er in order to a>>e>> potential >aCin?> and a @aFe L?o/no ?oM
deci>ion
• #Decute tBe AorF nece>>ary to acBieCe tBe >aCin?>
• Mea>ure and co@pare to initial li>t of top 10 CP% con>u@er>
• If a 5R reduction in CP% utiliIation on tBe D-& @ainfra@e Ba> not been acBieCed3
proceed doAn tBe D-& li>t of top 10 con>u@er>3 identifyin? >aCin?> opportunitie>
• Meet AitB Pro?ra@ Mana?er and @aFe a L?o/no ?oM deci>ion ba>ed on co>t/benefit
• #Decute tBe AorF nece>>ary to acBieCe tBe >aCin?>
• Mea>ure and co@pare AitB tBe ori?inal 10 CP% con>u@er> li>t on tBe D-& @ainfra@e
$>.$. )elecom ,xpense 5anagement Project
'Be >tate Aill benefit fro@ a co@preBen>iCe 'eleco@ #Dpen>e Mana?e@ent 9'#M; initiatiCe*
(ccenture Ba> >ucce>>fully created and eDecuted '#M proEect> tBat identify3 capture3 and deliCer
i@@ediate co>t reduction> ABile deCelopin? a pro?ra@ to acBieCe lon?8ter@ >aCin?> AitB tBe
nece>>ary tool> and proce>>e> to en>ure proactiCe teleco@ @ana?e@ent*
(ccentureH> eDperience AitB '#M en?a?e@ent> >BoA> a typical >aCin?> of betAeen 10R and 20R
of oCerall teleco@ eDpenditure>* ( co@plete '#M initiatiCe:
• Correct> teleco@@unication> Cendor error> and recoup> @oney
• )enerate> >aCin?> to fund otBer pro?ra@>
• &i@plifie> teleco@ billin? co@pleDitie>
• (ddre>>e> teleco@ inCentory @ana?e@ent cBallen?e>
• (ddre>>e> inaccurate co>t allocation
• #nBance> labor8inten>iCe and >Fill8inten>iCe proce>>e>
&eCeral Fey criteria of an enterpri>e teleco@ enCiron@ent identify a reali>tic tar?et for '#M
>aCin?>* 'Be >tate @eet> tBe criteria3 ABicB include:
• .acF of a for@al teleco@ inCentory @ana?e@ent >y>te@
• (nnual teleco@ eDpenditure> oCer S10M
• .acF of proactiCe auditin? of teleco@ billin?
• I@@inent eDpiration of carrier contract>
• Poor teleco@ >pend Ci>ibility
'Be current under>tandin? of tBe >tateH> teleco@@unication> enCiron@ent i> tBat tBe annual
teleco@ >pendin? i> approDi@ately S12*5M3 S+*0M of ABicB i> contained AitBin tBe >cope of tBe
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Computing and Networing Infrastructure Consolidation
CNIC proEect* Ba>ed on tBi>3 and our eDperiential e>ti@ate> of a 10R820R >aCin?>3 Ae e>ti@ate
tBat tBe >tate could ?ain tBe folloAin? financial benefit> Cia a '#M initiatiCe:
• (nnual >aCin?> AitBin tBe CNIC >cope of S+0048S004 9>aCin?> of S+004 Aa> included
in tBe CNIC bu>ine>> ca>e due to '#M;
• (nnual >aCin?> out>ide of tBe >cope of CNIC of S1*25M8S2*5M 9tBe>e >aCin?> BaCe not
been con>idered in tBe CNIC bu>ine>> ca>e;
( '#M en?a?e@ent con>i>t> of a Dia?no>tic PBa>e and a 'ran>for@ation PBa>e* 'Be Dia?no>tic
PBa>e i> a 8/ AeeF detailed a>>e>>@ent3 includin? a reCieA of tBe >tateH> teleco@ infra>tructure3
contract>3 and billin?* 'Bi> pBa>e proCide> a bu>ine>> ca>e to bencB@arF tBe teleco@ >aCin?> and
tBe >cope of tBe tran>for@ation AorF* 'Be co>t of tBi> pBa>e could be credited bacF to tBe >tate if
tBe proEect @oCe> into tBe 'ran>for@ation PBa>e under a ?ain8>Barin? contract*
'Be 'ran>for@ation PBa>e i> a +8/ @ontB i@ple@entation ba>ed on tBe findin?> of tBe Dia?no>tic
PBa>e* 'Bi> pBa>e deliCer> i@@ediate >aCin?> and tBe proce>>/or?aniIational @ean> to effectiCely
@ana?e teleco@ eDpen>e> ?oin? forAard* (ctiCitie> in tBe 'ran>for@ation PBa>e @ay include
contract reCieA/rene?otiation3 proce>> rede>i?n3 or?aniIational rede>i?n3 and auto@ation* 'Be
'#M 'ran>for@ation PBa>e i> typically contracted on a ?ain8>Bare ba>i>3 accordin? to actual
>aCin?> realiIed*
$>.%. 1irectorE /erGices Consolidation Project
Directory &erCice> i> an inte?ral co@ponent of tBe >olution> an enterpri>e data center >Bould offer
it> client>* It i> adCi>able to initiate a proEect to @i?rate and con>olidate tBe CNIC a?encie>H
eDi>tin? directory >erCice>3 includin? :indoA>3 NetAare3 and any otBer>* It i> reco@@ended to
con>olidate all directory >erCice> to a >in?le platfor@3 liFe Micro>oft (ctiCe Directory* 'Be ?oal>
of tBi> proEect are:
• "eduction in tBe nu@ber of directory >erCice> do@ain> to @ana?e and @aintain 9Potential
Co>t &aCin?;
• Potential reduction in tBe total co>t of oAner>Bip of a?ency de>Ftop> and >erCer> ABen
utiliIin? (ctiCe Directory >erCice> >ucB a> )roup Policie> for >oftAare di>tribution and
policy @ana?e@ent3 inte?rated dyna@ic DN&3 file and print >erCice> includin? directory
publi>Bed printer>3 application inte?ration AitB (D for >in?le >i?n on3 and @any @ore
9Potential Co>t &aCin?;
• (lloA for a con>olidation of @e>>a?in? 9e@ail;; >erCice> onto a >in?le platfor@ 9Potential
Co>t &aCin?;
• ,eAer >erCer> are needed to >upport tBe directory >erCice> infra>tructure 9Co>t &aCin? and
Co>t (Coidance;
Ba>ed on preCiou> eDperience AitB directory >erCice> con>olidation> and @i?ration>3 a reduction
of 05R of do@ain> i> liFely3 alon? AitB a reduction of tBe a>>ociated BardAare for tBo>e do@ain>*
'Be current >pendin? on directory >erCice> and it> upFeep are unFnoAn to tBe CNIC proEect tea@*
( co@plete a>>e>>@ent of tBe >tateH> current directory >erCice> enCiron@ent includin? a bu>ine>>
ca>e to Juantify potential >aCin?> Aould taFe approDi@ately 8/ AeeF>* 'ypical annual co>t
>aCin?> for tBi> type of effort ran?e fro@ 10R 8 20R*
'Be Bi?B8leCel approacB to con>olidatin? directory >erCice> Aould con>i>t of tBe folloAin? >tep>
• InCentory tBe eDi>tin? :indoA> and NoCell directorie> and collect reJuire@ent>
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Computing and Networing Infrastructure Consolidation
• (>>e>> current directory >erCice> enCiron@ent3 build bu>ine>> ca>e
• "eCieA a>>e>>@ent AitB Pro?ra@ Mana?er> and @aFe L?o/no ?oM deci>ion
• De>i?n tBe neA directory >erCice> >tructure
• #Decution plan for directory >erCice> build out3 con>olidation3 and @i?ration
• Plan> for "etire@ent/repurpo>e of unneeded infra>tructure >erCer>
Once tBe directory >erCice> are con>olidated3 an e@ail con>olidation can be perfor@ed tBat Aill
furtBer reduce @aintenance and >upport co>t>* &ee tBe neDt >ection Me>>a?in? 9#@ail;
Con>olidation ProEect for detail> on tBi> effort*
$>.4. 5essaging ,mail' Consolidation Project
In conEunction AitB tBe directory >erCice> con>olidation proEect3 tBe >tate Aill al>o benefit fro@ a
@e>>a?in? 9e@ail; con>olidation effort* Con>olidatin? to a >in?le @e>>a?in? platfor@3 liFely
Micro>oft #DcBan?e 200+3 acro>> a?encie> proCide> @any benefit> and co>t >aCin?>* 'Bi> effort
Aill tie in Cery clo>ely AitB tBe directory >erCice> proEect in tBat #DcBan?e 200+ relie> BeaCily on a
>olid :indoA> 200+ (ctiCe Directory infra>tructure* ( con>olidated @e>>a?in? platfor@ can
proCide tBe folloAin? benefit>:
• Con>olidated application licen>e> and reJuired @iddleAare
• "educed Belp de>F co>t>
• "educed @aintenance co>t>
• I@proCed co@@unication a@on? e@ployee>3 cu>to@er>3 partner>
• Increa>ed cu>to@er >ati>faction AitB >tability 9C>* unplanned doAnti@e;
• Mini@iIed Lfru>tration factorM a@on? e@ployee> ABo can noA co@@unicate ea>ily
• I@proCed productiCity a@on? @obile/re@ote u>er> ABo noA BaCe acce>> to Lreal8ti@eM
infor@ation ABile aAay fro@ tBe office
Con>olidatin? to #DcBan?e 200+ >pecifically Aill proCide tBe folloAin? benefit>:
• Micro>oft OutlooF and #DcBan?e i> tBe predo@inant @e>>a?in? enCiron@ent in tBe
@arFetplace
• &top payin? for Bi?B8paid >upport re>ource> due to >Bort >upply in a nicBe product
• #a>y to train your eDi>tin? >taff and @aintain tBeir FnoAled?e and @otiCation tBrou?B tBe
Micro>oft Certified Profe>>ional pro?ra@
• 'Be @arFet Ba> a lar?e >upply of trained and eDperienced #DcBan?e and :indoA> >upport
en?ineer>
• Inte?ration AitB Micro>oft Office
• PoAerful infor@ation @ana?e@ent tool 9calendarin?3 ta>F>;
• Con>olidation 5 neA feature> and perfor@ance of #DcBan?e 200+ &erCer 9&tora?e )roup>
and @ultiple databa>e>;
o NeA BardAare 9di>F3 bacFup and recoCery; tecBnolo?ie> alloA @ore u>er> per
>erCer and better &erCice .eCel>
o (bility to >cale8up 5 #DcBan?e 200+ >upport> a ?reater nu@ber of u>er> per >erCer
9up to 5 ti@e> a> @any a> #DcBan?e 5*5; ABicB @ean> you can clu>ter your
#DcBan?e >erCer> for Bi?B aCailability and >till u>e far feAer >erCer> 9yieldin? loAer
total co>t of oAner>Bip;
• %tiliIe tBe application benefit> of (ctiCe Directory by @aintainin? >y>te@ and u>er
Version 8.4 !"#$%#$!!&' Page( 15
Computing and Networing Infrastructure Consolidation
infor@ation in a co@@on directory
• Better/CentraliIed (d@ini>tration
o "educe> tBe oCerall ad@ini>tration reJuired for u>er>3 >ince u>er infor@ation i>
@aintained in (D
o CentraliIe ad@ini>tration ba>ed on (ctiCe Directory benefit> 9one (D fore>t C>*
@any N' do@ain> and #DcBan?e &ite>;
• MucB i@proCed OutlooF :eb (cce>> 5 >i@plifie> acce>> for e@ployee> AitBout dedicated
AorF>tation>G enable> e@ail acce>> fro@ any Aeb broA>er
• &ecure In>tant Me>>a?in? >erCer 5 for co@panie> tBat rely on in>tant @e>>a?in? for
bu>ine>> co@@unication and Aant >tron? >ecurity
• BacFup and re>tore capability ?reatly i@proCed 5 >econd> not Bour> 5 @ean> Cirtually no
doAnti@e and no i@pact to tBe end u>er
• NeA deploy@ent and trouble>Bootin? tool> tBat Aill @aFe it ea>ier for tBe >tate to ?et
#DcBan?e and (D up and runnin?
• Built on tBe >a@e code ba>e a> #DcBan?e 2000 &erCer3 en>urin? a >@ootB up?rade fro@
#DcBan?e &erCer 5*5 or 2000
( co@plete a>>e>>@ent3 AitB bu>ine>> ca>e3 of tBe >tateH> current @e>>a?in? enCiron@ent Aould
taFe approDi@ately 8/ AeeF>* 'Be @e>>a?in? con>olidation a>>e>>@ent >Bould occur in
conEunction AitB tBe directory >erCice> a>>e>>@ent a> infor@ation and re>ult> fro@ tBe>e effort>
Aill feed eacB otBer* 'ypical annual co>t >aCin?> for a @e>>a?in? or e@ail con>olidation effort
ran?e fro@ 10R820R*
$>.". :elp 1esk Consolidation Project
'Be Belp de>F con>olidation proEect Aill >tart AitB an a>>e>>@ent of tBe eDi>tin? -elp De>F
>tructure3 and include tBe collection of tBe current >taffin? @odel3 or?aniIation cBart3 tBe floA and
@ana?e@ent of incident> and reportin?3 reCieA of tBe tiered >upport @odel3 reCieA of tBe Colu@e
and type> of incident>3 reCieA of tBe a@ount of ti@e for clo>in? incident>3 tBe incident
@ana?e@ent tool bein? u>ed3 and otBer @etric> to Belp deter@ine tBe efficiencie> of tBe >erCice
bein? deliCered by tBe -elp De>F*
'Be benefit> typically encountered AitB -elp De>F Con>olidation proEect> include:
• (li?n@ent of neA proce>>e> to tBe con>olidated enCiron@ent
• I@proCed and @ore efficient >taffin? @odel 9Bead count3 or?aniIation3 AorFfloA;
• I@proCe@ent> of incident @ana?e@ent under tBe neA or?aniIation
• (>>e>>@ent of tBe current tool>et and it> ability to proCide proper AorFfloA
• I@proCe@ent of reported @etric> includin? incident re>pon>e3 loAered nu@ber of incident>
'Bi> proEect Ba> direct tie> to tBe operatin? procedure> and ?oCernin? procedure> tBat Aill be
deCeloped and deliCered by tBe neA data center* #nd8u>er >ati>faction and bu>ine>> unit
>ati>faction Aill BaCe a Bi?Ber de?ree of confidence ABen contactin? a -elp De>F tBat Ba> ali?ned
it> proce>>e> AitB tBe neA data center* 'ypical annual >aCin?> >een in tBe indu>try for Belp de>F
con>olidation effort> ran?e fro@ 15R825R*
$>.&. /hared Application 1eGelopment and )esting ,nGironment Project
'Be aCailability of a >Bared application deCelop@ent and te>tin? enCiron@ent Aill proCide a?encie>
parallel production8liFe enCiron@ent> AitBout BaCin? to @aintain and purcBa>e eJuip@ent for tBe
a?ency >ite>* Multiple >tandard enCiron@ent> can JuicFly be proCi>ioned into a >erCer partition in
Version 8.4 !"#$%#$!!&' Page( 1/
Computing and Networing Infrastructure Consolidation
le>> tBan 15 @inute> 9ba>ed on predefined >erCer build> and tBe proper tool>; and can be te>ted on
platfor@> tBat Aill clo>ely i@itate production AitBout tBe ri>F of actually Bittin? a production
enCiron@ent* 'e>tin? Aill be a @aEor co@ponent @oCin? forAard and tBe creation of a >Bared
te>tin? enCiron@ent Aill enable @ultiple a?encie> to utiliIe a te>t enCiron@ent tBat Aill parallel
production and be loaded AitB tBe nece>>ary tool> to Belp eDpedite tBe functional and perfor@ance
reJuired prior to @oCin? in production* 'Be @oCe toAard> a Bi?Ber utiliIed production
enCiron@ent dictate> tBat tBorou?B te>tin? i> a @u>t in order to aCoid any unnece>>ary outa?e>
due to application> tBat do not beBaCe* Part of tBe neA proce>>e> for pro@otin? neA application>
or up?rade> to code >Bould be a reCieA or certification of tBe neA/updated code in a parallel
te>tin? enCiron@ent to production* (fter receiCin? >i?n8off fro@ tBe >y>te@ ad@ini>trator> tBat
run tBe data center3 tBe neA/updated application> can be pro@oted to production durin? tBe neDt
lo?ical @aintenance AindoA* (pplication profilin? tool> @ay al>o be con>idered to accelerate tBe
te>tin? and trouble>Bootin? a>pect> of application deCelop@ent* Perfor@ance te>t> and >criptin?
capabilitie> Aill ?reatly enBance tBe >tateH> capabilitie> to truly capture @etric> tBat are not bein?
captured today*
Benefit> of creatin? a >Bared application and te>tin? enCiron@ent are tBe folloAin?:
• &Bared tool> and deCelop@ent enCiron@ent> Aill ?reatly decrea>e tBe co>t> for >upport3
tool>3 and BardAare
• ProCide a co@@on FnoAn enCiron@ent tBat i> parallel to production re>ultin? in a
con>i>tent CieA of functional and perfor@ance @etric> of application>
• Create a >tandard for ABicB application> @u>t be deCeloped tBerefore decrea>in? ti@e to
deploy@ent
• ProCide tool> tBat are not aCailable today tBat Aill accelerate tBe ti@e reJuired and tBe
>trict neA >tandard> tBat play a @ucB bi??er role in a con>olidated production enCiron@ent
• "educe> tBe nu@ber of error> by proCidin? a parallel production enCiron@ent*
• #a>e> tBe proce>> in ABicB application> can be pro@oted into production*
• ProCide> a @ore >ecure enCiron@ent for ABicB Aeb and otBer portal application> can be
te>ted
'Bi> proEect Aill proCide an enCiron@ent tBat a?encie> can be?in te>tin? and @aFin? tBe nece>>ary
adEu>t@ent> for application> tBat @ay not adBere to ?ood pro?ra@@in? >tandard>* (dditionally3
deCeloper> Aill be able to beco@e @ore fa@iliar AitB tBe neA production enCiron@ent proce>>e>
and code pro@otion actiCitie> nece>>ary for a con>olidated production enCiron@ent* 'ypical
annual >aCin?> >een in tBe indu>try for tBi> type of effort ran?e fro@ 15R825R*
$>.>. Application /erGer Consolidation
(pplication con>olidation refer> to tBe detailed profilin? of a ?roup of application> for tBe purpo>e
of co8re>idence on one >erCer* Collection of tBe application profile detail> are facilitated by u>in? a
tool>et de>i?ned to capture tBi> type of infor@ation* 'Bi> type of tool Aill capture ba>eline
@ea>ure@ent> fro@ tBe end u>er>H per>pectiCe re?ardin? critical application>H perfor@ance and
aCailability* It al>o proCide> a netAorF per>pectiCe related to application traffic eacB >erCer i>
@ana?in? and tBeir current traffic pattern>* 'Bi> proCide> tBe ability to tar?et >erCer> tBat @ay need
to be con>idered for con>olidation or eli@ination* (ny con>olidation proEect include> @aDi@iIin?
u>e of tBe re@ainin? >erCer>*
Version 8.4 !"#$%#$!!&' Page( 10
Computing and Networing Infrastructure Consolidation
'Be fir>t pa>> of application con>olidation i> ?eared to ?roup> of >erCer> containin? >i@ilar core
co@@ercial application>* #Da@ple> include:
• Databa>e &erCer> 9Oracle3 &$.3 DB23 etc;
• :eb / Portal &erCer> 9:eb&pBere3 iPlanet3 II&3 etc;
• &ecurity &erCer> 9DN&3 .D(P3 (utBentication3 ,ireAall3 Intru>ion Detection3 etc*;
• ,ile / Print / %tility &erCer>
'Be neDt pa>> of application con>olidation Aould be ai@ed at tBe (?ency cu>to@ application>*
Cu>to@ application> u>ually taFe con>iderably lon?er to con>olidate due to lacF of deCelop@ent
>tandard> acro>> entitie> tBat BaCe @ultiple co@putin? depart@ent>* 'Be tool> @entioned aboCe
Aill al>o ?reatly benefit tBe cu>to@ application ?roup* Benefit> fro@ purcBa>in? and utiliIin? tBi>
type of tool include:
• (bility to proCide a @ore predictable and den>e application con>olidation ABicB Aill re>ult
in a furtBer reduction of >erCer footprint
• &aCe ti@e and @oney by acceleratin? co>t> >aCin?> tBrou?B deeper con>olidation
• .oAer tBe ri>F> inColCed in a Bi?Ber den>ity of application> per >erCer in a con>olidated
enCiron@ent
• ProCide> tBe @etric> to a>>i>t in deCelopin? a @ea>urable adBerence to &.(>
• ProCide> a deeper leCel of trouble>Bootin? leadin? to JuicFer re>olution
'Be ?oal of application con>olidation i> to reduce tBe >erCer footprint and i@proCe @aintenance of
a?ency application>* 'ypical annual co>t >aCin?> re>ultin? for@ application >erCer con>olidation
ran?e fro@ 15R 8 25R*
$>.8. Network ConGergence
Due to tBe >tate of Ore?onH> a?in? Coice netAorF infra>tructure3 tBe >tate Aould benefit fro@ a
netAorF conCer?ence initiatiCe* 'Bi> proEect Aould replace tBe >tateH> Coice infra>tructure AitB
eJuip@ent tBat enable> tBe tran>@i>>ion of Coice traffic oCer tBe >tateH> data netAorF* 'Be pri@ary
benefit> of >ucB an initiatiCe are:
• "eduction in platfor@> / a>>et co>t> due to con>olidation
• "eduction in @aintenance of >eparate telepBony and data netAorF>
• "eduction in Coice telepBony co>t>
• "eduction in Coice netAorF co>t> 9i*e* toll bypa>>3 ad@ini>tratiCe >aCin?>3 M(C
reduction>;
• NeA co@@unication> >erCice> liFe Cideo conferencin?3 re@ote collaboration tool> and
di>tance learnin?
• NeA @e>>a?in? capabilitie> 9i*e* unified @e>>a?in?;
• (bility to deploy neA application> tBat enBance cu>to@er >erCice operation>
• #nBanced reCenue opportunitie> tBrou?B adCanced co@@unication> and contact center
>erCice>
'Be fea>ibility of a netAorF conCer?ence proEect and tBe a>>ociated bu>ine>> ca>e Aould be
analyIed durin? an a>>e>>@ent period* 'Be conCer?ence a>>e>>@ent Aould la>t /8! AeeF>* 'Be
netAorF conCer?ence a>>e>>@ent Aould include tBe folloAin? actiCitie>:
• (>>e>>@ent of eDi>tin? Coice and data infra>tructure
Version 8.4 !"#$%#$!!&' Page( 1!
Computing and Networing Infrastructure Consolidation
• InCe>ti?ation of callin? pattern> and Colu@e>
• #Caluation of releCant capital and operational eDpen>e>
• Identification of &tate8>pecific Calue propo>ition>
• Creation of bu>ine>> ca>e and deploy@ent road@ap
%pon tBe co@pletion and acceptance of a po>itiCe bu>ine>> ca>e3 a netAorF conCer?ence
i@ple@entation proEect Aould be initiated* 'Bi> proEect Aould deliCer tBe conCer?ed netAorF
enCiron@ent and realiIe tBe benefit> and efficiencie> outlined in tBe bu>ine>> ca>e* 'ypical annual
>aCin?> re>ultin? fro@ NetAorF conCer?ence proEect> ran?e fro@ 20R 8 +0R*
Changes to )his 1ocument
( >u@@ary of cBan?e> @ade to tBi> docu@ent are captured Bere*
Version H 1ate Author 4eGisions made
!*0 !/00/05 &Beryl BlacFford (dded tBi> >ection LCBan?e> to 'Bi> Docu@entM to
enable cBan?e> to be tracFed appropriately*
!*0 !/00/05 "icF Nel>on "eplaced &.( te@plate AitB Cer>ion approCed by
&teerin? Co@@ittee in &erCice Mana?e@ent detail
de>i?n*
!*1 !/10/05 (da@ 'opFi> "eplaced (ppendiD # 5 Data Center "ole> and
"e>pon>ibilitie> &a@plerF>Beet AitB Cer>ion fro@
&erCice Mana?e@ent detail de>i?n*
!*1 !/10/05 (da@ 'opFi> (dded Bi?B leCel proce>> floA> to (ppendiD (*
(dded reCi>ed &.( 'e@plate to (ppendiD C*
!*+ 10/12/05 &Beryl .* BlacFford "e@oCed L22* (ppendiD B 5 Co>t &pread>BeetM
becau>e a proEect bud?et Aa> created and tBe
e>ti@ate> in tBe Inte?rated ProEect Plan 9IPP; updated
accordin?ly*
"ena@ed tBi> appendiD to 1!*+ to @atcB tBe final
Cer>ion 9!*+; of tBe IPP for tBe co@pletion of >ta?e 2*
!* 5/2+/0/ =ulie BoIIi %pdated Cer>ion to corre>pond AitB tBe pri@ary IPP
doc of !** %pdated &erCice Catalo?
Version 8.4 !"#$%#$!!&' Page( 19
Computing and Networing Infrastructure Consolidation
Project ApproGals(
TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT TTTTTTTTTTTTTTTTTTT
Pro?ra@ Mana?er 5 Bill ,inF Date
TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT TTTTTTTTTTTTTTTTTTT
&tate Data Center (d@ini>trator 5 MarF "eyer Date
TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT TTTTTTTTTTTTTTTTTTT
ProEect Mana?er 5 =ulie BoIIi 9Mallord; Date
Version 8.4 !"#$%#$!!&' Page( 150
doc_166575191.doc
Project on Service Management Processes
Computing and Networking Infrastructure Consolidation
CNIC
Project Management Office
Computing and Networking Infrastructure
Consolidation Project
Integrated Project Plan Phase II
Version No. 8.4 Appendix
Prepared By: CNIC PMO
Date of Publication: 9/25/201
Version 8.4 !"#$%#$!!&' Page( !9
)A*+, -. C-N),N)/
$0. APP,N1I2 A 3 /,4VIC, 5ANA6,5,N) P4-C,//,/.....................................................................7%
"#$%#&' /INCID#N' M(N()#M#N'*********************************************************************************************************************** 9+
CON,I)%"('ION M(N()#M#N'**************************************************************************************************************************** 9
C-(N)# M(N()#M#N'**************************************************************************************************************************************** 95
"#.#(&# M(N()#M#N'**************************************************************************************************************************************** 9/
P"OB.#M M(N()#M#N'*************************************************************************************************************************************** 90
$$. APP,N1I2 C 3 /+A ),5P+A),...............................................................................................................77
IN)4-18C)I-N.....................................................................................................................................................0!$
5A/),4 A64,,5,N)........................................................................................................................................0!$
1#"&ION -I&'O"2 '(B.#: D('#3 1#"&ION N%MB#"3 C"#('O"**************************************************************************** 102
'(B.# O, CON'#N'&****************************************************************************************************************************************** 102
&'(4#-O.D#" N(M# (ND "O.#************************************************************************************************************************** 102
DOC%M#N' DI&'"IB%'ION********************************************************************************************************************************** 102
&DC MI&&ION 5 &#"1IC# P"O1ID#"********************************************************************************************************************* 102
6()#NC27 MI&&ION 8 &#"1IC# "#CIPI#N'*********************************************************************************************************** 102
&COP# O, ()"##M#N'**************************************************************************************************************************************** 102
&#"1IC# P#"IOD 9&'("'3 #ND3 "#1I#:;************************************************************************************************************** 102
)#N#"(. "#&PON&IBI.I'I#&******************************************************************************************************************************** 10+
General SDC Responsibilities................................................................................................................................1!
General "genc# Responsibilities...........................................................................................................................1!
()#NC2 &I'#&**************************************************************************************************************************************************** 10+
&DC OP#"('ION& (ND B%&IN#&& MOD#.************************************************************************************************************ 10+
C-(N)# M(N()#M#N'************************************************************************************************************************************** 10+
Re$uest for C%ange &R'C( )argets........................................................................................................................1!
&#"1IC# CON'IN%I'2****************************************************************************************************************************************** 10+
I) Ser*ice Continuit# and Securit#........................................................................................................................1!
DI&(&'#" "#CO1#"2****************************************************************************************************************************************** 10+
Disaster Ser*ice )argets.........................................................................................................................................1!
&.( #&C(.('ION P"OC#D%"#***************************************************************************************************************************** 10+
&#"1IC# "#PO"'IN) (ND "#1I#:IN)****************************************************************************************************************** 10
C-(")#B(C4 M#'-ODO.O)2**************************************************************************************************************************** 10
&#"1IC# .#1#. C-(N)# P"OC#&&*********************************************************************************************************************** 10
&#"1IC# D#&4***************************************************************************************************************************************************** 10
Call +scalation ,odel...........................................................................................................................................1-
1-C85,N) APP4-VA+......................................................................................................................................0!"
APP,N1I2 A 3 6+-//A49..................................................................................................................................0!&
APP,N1I2 * 3 A6,NC9 -..IC,/ AN1 +-CA)I-N/..................................................................................0!&
APP,N1I2 C 3 A6,NC9 /9/),5 AN1 APP+ICA)I-N/ /8PP-4),1 *9 ):, /1C...........................0!&
APP,N1I2 1 ; 4,+,VAN)
SECTION 1: Introduction********************************************************************************************************************************************* 110
SECTION 1: Introduction********************************************************************************************************************************************* 110
1-C85,N) P84P-/,.........................................................................................................................................00!
1-C85,N) :I/)-49..........................................................................................................................................00!
1-C85,N) 4,VI/I-N +-6..............................................................................................................................00!
Version 8.4 !"#$%#$!!&' Page( 90
C-55-N C-N/I1,4A)I-N/............................................................................................................................000
SECTION 2: Services Catalog********************************************************************************************************************************** 11+
1-C85,N) P84P-/,.........................................................................................................................................00%
1-C85,N) :I/)-49..........................................................................................................................................00%
1-C85,N) 4,VI/I-N +-6..............................................................................................................................00%
C-55-N C-N/I1,4A)I-N/............................................................................................................................00%
&#"1IC# .#1#.& DOC%M#N'#D IN '-# &#"1IC# C('(.O) "#P"#&#N' "#$%I"#M#N'& ,O"
MINIM%M &#"1IC# .#1#.&* '-#&# .#1#.& :#"# ID#N'I,I#D B2 P("'ICIP('IN) CNIC ()#NCI#&*
I' I& (N'ICIP('#D (ND #o >ee Incident Mana?e@ent proce>> floA> for tBe i@@ediate @ana?e@ent of incident> cau>ed by underlyin?
proble@>*
Version 8.4 !"#$%#$!!&' Page( 9!
$$. Appendix C – SLA Template
State of Oregon
Department of Administrative Services
Computing and Networing !nfrastructure Consolidation
"#P No$ %&'&&&()*&)
Proposed Service Level Agreement
Template for t+e Oregon State Data
Center
,ersion -
Service Management .or /roup
Created on &'0%)0&(
Version 8.4 !"#$%#$!!&' Page( 99
Ta1le of Content
0. IN)4-18C)I-N.............................................................................................................................................70
$. 5A/),4 A64,,5,N)................................................................................................................................70
2*1* 1#"&ION -I&'O"2 '(B.#: D('#3 1#"&ION N%MB#"3 C"#('O"************************************************************91
2*2* '(B.# O, CON'#N'&************************************************************************************************************************** 91
2*+* &'(4#-O.D#" N(M# (ND "O.#********************************************************************************************************* 91
2** DOC%M#N' DI&'"IB%'ION****************************************************************************************************************** 91
2*5* &DC MI&&ION 5 &#"1IC# P"O1ID#"**************************************************************************************************** 91
2*/* 6()#NC27 MI&&ION 8 &#"1IC# "#CIPI#N'****************************************************************************************** 91
2*0* &COP# O, ()"##M#N'************************************************************************************************************************ 91
2*!* &#"1IC# P#"IOD 9&'("'3 #ND3 "#1I#:;********************************************************************************************** 91
2*9* )#N#"(. "#&PON&IBI.I'I#&**************************************************************************************************************** 91
../.1. General SDC Responsibilities............................................................................................................./1
../... General "genc# Responsibilities........................................................................................................./1
2*10* ()#NC2 &I'#&************************************************************************************************************************************ 91
2*11* &DC OP#"('ION& (ND B%&IN#&& MOD#.******************************************************************************************** 91
2*12* C-(N)# M(N()#M#N'********************************************************************************************************************** 91
..1..1. Re$uest for C%ange &R'C( )argets................................................................................................./1
2*1+* &#"1IC# CON'IN%I'2************************************************************************************************************************** 91
..1!.1. I) Ser*ice Continuit# and Securit#................................................................................................./1
2*1* DI&(&'#" "#CO1#"2************************************************************************************************************************** 91
..1-.1. Disaster Ser*ice )argets................................................................................................................../1
2*15* &.( #&C(.('ION P"OC#D%"#************************************************************************************************************ 91
2*1/* &#"1IC# "#PO"'IN) (ND "#1I#:IN)************************************************************************************************** 91
2*10* C-(")#B(C4 M#'-ODO.O)2************************************************************************************************************ 91
2*1!* &#"1IC# .#1#. C-(N)# P"OC#&&******************************************************************************************************* 91
2*19* &#"1IC# D#&4************************************************************************************************************************************ 91
..1/.1. Call +scalation ,odel..................................................................................................................../1
2*20* &#C%"I'2 &#"1IC#&**************************************************************************************************************************** 91
%. /,4VIC,/.........................................................................................................................................................70
+*1* #ND %&#" .OC(. ("#( N#':O"4 CONN#C'I1I'2 5 .(N****************************************************************** 91
!.1.1. )#pe of Ser*ice...................................................................................................................................../1
!.1... 0e*el of Ser*ice C%osen &1ron2e3 Sil*er3 Gold3 Gold Plus(................................................................./1
!.1.!. Description of Ser*ices Pro*ided........................................................................................................./1
!.1.-. Ser*ice 0e*el Details.........................................................................................................................../1
!.1.4. Ser*ice 5 C%ange ,anagement.........................................................................................................../1
!.1.6. Capacit# Planning................................................................................................................................/1
!.1.7. C%argebacks or C%arges for Ser*ice.................................................................................................../1
!.1.8. Ser*ice Reporting and Re*iewing......................................................................................................../1
!.1./. Roles and Responsibilities.................................................................................................................../1
!.1./.1. Ser*ice Specific "genc# Roles and Responsibilities....................................................................../1
!.1./... Ser*ice Specific SDC Roles and Responsibilities.........................................................................../1
+*2* ,(CI.I'2 CONN#C'I1I'2 5
N &#"1IC#&***************************************************************************************** 91+*+* #ND %&#" "#MO'# N#':O"4 CONN#C'I1I'2 5 DI(.8%P (CC#&&*******************************************************91
+** #ND %&#" "#MO'# N#':O"4 CONN#C'I1I'2 IN'#"N#' (CC#&&*******************************************************91
+*5* M(IN,"(M# ON.IN# &#"1IC#&************************************************************************************************************ 91
+*/* M(IN,"(M# B('C- &#"1IC#&************************************************************************************************************* 91
+*0* M(IN,"(M# P"IN'***************************************************************************************************************************** 91
+*!* &2&'#M D('(B(&# (DMINI&'"('ION &#"1IC#& 5 M(IN,"(M#*************************************************************91
+*9* (PP.IC('ION D('(B(&# (DMINI&'"('ION &#"1IC#& 5 M(IN,"(M#*****************************************************91
+*10* (PP.IC('ION &#"1#"&************************************************************************************************************************ 91
+*11* #M(I. (ND DI"#C'O"2 &#"1IC#& &#"1#"&***************************************************************************************** 91
+*12* %'I.I'2 &#"1#"&******************************************************************************************************************************** 91
Version 8.4 !"#$%#$!!&' Page( 100
+*1+* D('(B(&# &#"1#"&**************************************************************************************************************************** 91
+*1* &2&'#M D('(B(&# (DMINI&'"('ION &#"1IC#& 5 &#"1#"&****************************************************************** 91
+*15* (PP.IC('ION D('(B(&# (DMINI&'"('ION &#"1IC#& 5 &#"1#"&***********************************************************91
+*1/* CON&%.'IN) &#"1IC#&************************************************************************************************************************ 91
+*10* P"O=#C' M(N()#M#N' &#"1IC#&******************************************************************************************************* 91
4. 1-C85,N) APP4-VA+...............................................................................................................................70
APP,N1I2 A 3 6+-//A49....................................................................................................................................70
APP,N1I2 * 3 A6,NC9 -..IC,/ AN1 +-CA)I-N/....................................................................................70
APP,N1I2 C 3 A6,NC9 /9/),5 AN1 APP+ICA)I-N/ /8PP-4),1 *9 ):, /1C.............................70
APP,N1I2 1 ; 4,+,VAN) erCice> catalo? >Bould docu@ent tBe
ba>i> for &DC cBar?e>G BoAeCer3 tBe billin? unit> BaCe not yet been deter@ined* :e BaCe included >o@e potential
billin? unit> for tBe >erCice> in tBi> catalo? botB to >u??e>t >o@e obCiou> candidate> a> Aell a> to BaCe placeBolder>
for tBe actual billin? unit> ABen tBey beco@e aCailable*
Document 6istor2
Durin? PBa>e 2 of tBe &tate of Ore?onH> Co@puter and NetAorF Infra>tructure Con>olidation 9CNIC; proEect 9(pril 8
=une3 2005;3 tBe &erCice Mana?e@ent
rF?roup Aa> cBartered to deter@ine tBe >erCice> to be offered by tBe &DC3>erCice @etric> and >erCice leCel>* In order to acco@pli>B tBi>3 tBe AorF?roup3 ABicB con>i>ted of repre>entatiCe> of
eacB of tBe participatin? a?encie>3 >urCeyed tBeir re>pectiCe a?encie> current >erCice>* 'Be re>ult> of tBi> >urCey Aere
>u@@ariIed and reconciled AitB tBe >cope definition> produced by tBe CNIC >teerin? co@@ittee to produce tBe ite@>
found in tBi> propo>ed >erCice> catalo?*
Document "evision Log
Version H 1ate Author 4eGisions made
0*1 0//0+/05 CNIC &erCice Mana?e@ent
rF?roupOri?inal
0*2 0//10/05 CNIC &erCice Mana?e@ent
rF?roupInitial reCi>ion>
0*+ 00/11/05 CNIC &erCice Mana?e@ent
rF?roupDB( de>cription reCi>ion>
1*0 00/20/05 CNIC &erCice Mana?e@ent
rF?roup(dded Cideo >erCice>3 eDpanded on cablin?
re>pon>ibilitie>3 added ?lo>>ary3 @ade otBer @inor
clarification> and reCi>ion>
1*+ 0!/25/05 CNIC PO / CNIC &teerin?
Co@@ittee
Incorporated cBan?e> fro@ reco@@ended by tBe &DC
(d@ini>trator and tBe CNIC &teerin? Co@@ittee*
Version 8.4 !"#$%#$!!&' Page( 110
Common Considerations
'Be deliCery of all >erCice> Aill be >ubEect to >o@e co@@on con>traint>* It i> anticipated tBat all >erCice> Aill be
deliCered in accordance AitB tBe >erCice> @ana?e@ent fra@eAorF tBat Aill be for@ulated by tBe &erCice Mana?e@ent
AorF?roup* (ll >erCice> Aill be perfor@ed >o tBat a?reed upon >ecurity policie> and rule> are @aintained* &i@ilarly3
Fey proce>>e> reJuired for tBe deliCery of tBe>e >erCice>3 >ucB a> cBan?e @ana?e@ent3 Aill be adBered to* In tBi>
re?ard3 tBe cBan?e @ana?e@ent proce>> Aill proCide for ! Bour adCanced notification of >cBeduled doAn ti@e for
ele@ent> of tBe I' infra>tructure tBat are @ana?ed by tBe &DC* If additional notice i> reJuired by particular a?encie>3
tBe>e reJuire@ent> are to be docu@ented in tBe >erCice leCel a?ree@ent 9&.(;3 'Be Fey proce>>e> tBat Aill be
deCeloped are defined in tBe cBarter of &erCice Mana?e@ent AorF?roup* 'Bey are:
a* "eJue>t Mana?e@ent
b* Cu>to@er "elation>Bip Mana?e@ent
c* Confi?uration Mana?e@ent
d* Proble@ Mana?e@ent
e* CBan?e Mana?e@ent
f* "elea>e Mana?e@ent
'Be definition and fra@eAorF for deCelop@ent of tBe>e proce>>e> Aill be tBe I' Infra>tructure .ibrary 9I'I.;*
(dditional I'I. ba>ed proce>>e> Aere identified tBat Aere not part of tBe ori?inal &erCice Mana?e@ent
rF?roup>cope and tBerefore Aere not all deCeloped a> part of tBi> effort* 'Be AorF?roup reco?niIe> tBat tBe>e proce>>e> are
i@portant to tBe efficiency of tBe &DC* 'Be proce>>e> are li>ted beloA AitB co@@ent on ABere tBey BaCe been or Aill
be addre>>ed* 'Be proce>>e> are:
a. AGailaDilitE 5anagement 5 'Be (Cailability Mana?e@ent proce>> i> to @onitor I' co@ponent> to en>ure tBat
I' con>i>tently and co>t8effectiCely deliCer> tBe leCel of aCailability reJuired by tBe cu>to@er* It i> anticipated
tBat tBi> function Aill be perfor@ed by tBe &.M )roup AitBin tBe &DC*
D. Incident 5anagement 5 Incident Mana?e@ent i> tBe proce>> of re>torin? nor@al >erCice operation a> JuicFly
a> po>>ible and @ini@iIin? tBe adCer>e i@pact on bu>ine>> operation>* 'Bi> Aill en>ure tBe be>t po>>ible leCel>
of >erCice Juality and aCailability are @aintained* KNor@al >erCice operationK i> defined a> >erCice operation
AitBin &erCice .eCel (?ree@ent> 9&.(; li@it>* 'Be &erCice De>F function and tBerefore "eJue>t Mana?e@ent
and Cu>to@er "elation>Bip Mana?e@ent are a part of tBi> proce>>* It been deliCered a> part of tBe -i?B8leCel
proce>> floA> pre>ented to tBe CNIC &teerin? Co@@ittee*
c. I) /erGice ContinuitE 5 I' &erCice Continuity Mana?e@ent proce>> en>ure> tBat any I' >erCice can proCide
Calue to tBe cu>to@er in tBe eCent tBat nor@al aCailability >olution> fail* 'Bi> plannin? i> bein? done AitBin tBe
.o?i>tic>
rF?roup plea>e reference tBeir Di>a>ter "ecoCery / Bu>ine>> Continuity Plannin? docu@ent> for@ore detail*
d. CapacitE 5anagement 5 Capacity Mana?e@ent i> tBe proce>> of plannin?3 >iIin?3 and controllin? I' capacity
to >ati>fy u>er de@and at a rea>onable co>t AitBin tBe perfor@ance leCel> a?reed to in tBe >erCice leCel
a?ree@ent 9&.(; or internal to I' a> a operatin? leCel a?ree@ent 9O.(;* 'Bi> plannin? i> bein? done AitBin tBe
.o?i>tic>
rF?roup plea>e reference tBeir docu@ent> for @ore detail*e. .inancial 5anagement 5 'Be proce>> ABicB i> re>pon>ible for tBe >ound >teAard>Bip of tBe @onetary re>ource>
of tBe or?aniIation* It >upport> tBe or?aniIation in plannin? and eDecutin? it> bu>ine>> obEectiCe> and reJuire>
con>i>tent application tBrou?Bout tBe or?aniIation to acBieCe @aDi@u@ efficiency and @ini@u@ conflict* 'Be
(ccountin?
rF?roup Ba> tBe re>pon>ibility for definin? tBi> proce>>*f. /erGice +eGel 5anagement 5 &erCice .eCel Mana?e@ent 9&.M; i> tBe proce>> of @aintainin? and i@proCin?
I' &erCice Juality tBrou?B a con>tant cycle of definin?3 a?reein?3 docu@entin?3 @onitorin?3 and reportin? tBe
leCel> of cu>to@er I' >erCice3 tBat are reJuired and co>t Eu>tified* Proce>>e> for reportin? tBe>e @etric> are to be
deCeloped and docu@ented by tBe &DC and participatin? a?encie>* 'Be>e proce>>e> Aill be docu@ented in tBe
&.(>* 'Bi> proce>> operation i> tBe pri@ary function bein? perfor@ed by tBe &.M )roup AitBin tBe &DC*
It i> al>o anticipated tBat tBe CNIC (ccountin? AorF?roup AorFin? AitB tBe CNIC &erCice Mana?e@ent AorF?roup
Aill deCelop a cBar?ebacF >cBe@e* Once tBe cBar?ebacF @etBod i> i@ple@ented and tBe &DC operational3 it i>
eDpected tBat on an on?oin? ba>i> tBe &DC Aill:
a* "eCieA &DC billin?> to tBe a?encie> in order to identify co>t >aCin? opportunitie>
b* "eCieA Cendor bill> to tBe &DC in order to identify co>t >aCin? opportunitie>
c* ProCide a>>et @ana?e@ent for tBe pBy>ical ele@ent> of tBe CNIC a?encie>H infra>tructure tBat are in tBe >cope of
tBe CNIC proEect* 'Bi> Aill include orderin? a>>et> u>in? approCed &tate procure@ent procedure> a> Aell a>
tracFin?3 in>tallin? and deco@@i>>ionin? &DC a>>et>*
Version 8.4 !"#$%#$!!&' Page( 111
(> @atter of principle3 &DC >erCice> Aill be e>tabli>Bed and @odified a> needed in order to @eet tBe critical bu>ine>>
need> of tBe a?encie> and tBe &tate* 'Be e>tabli>B@ent of &DC >erCice> and >erCice leCel> Aill be ?uided by eacB
a?encyK> critical Bour> of operation3 e>>ential data3 and reJuired >y>te@ perfor@ance*
&erCice leCel> docu@ented in tBe &erCice Catalo? repre>ent reJuire@ent> for @ini@u@ >erCice leCel>* 'Be>e leCel>
Aere identified by participatin? CNIC a?encie>* It i> anticipated and eDpected tBat >erCice> >Bould be better tBan tBe
@ini@u@ ABen po>>ible*
Version 8.4 !"#$%#$!!&' Page( 112
SECTION 2: Services Catalog
Document Purpose
'Bi> docu@ent i> intended to docu@ent tBe I' infra>tructure >erCice>3 >erCice @etric> and >erCice leCel> to be proCided
by tBe &tate data center 9&DC;* It i> eDpected tBat tBi> docu@ent Aill be cBan?ed oCer ti@e to reflect neA >erCice>
and @ore accurate >erCice leCel> a> tBe &DC ?ain> eDperience in @ana?in? tBe con>olidated AorFload*
(t tBe ti@e of tBe fir>t draft of tBi> >erCice> catalo? 9=une3 2005;3 tBe CNIC (ccountin?
rF )roup i> in tBe proce>>of deter@inin? tBe @ean> by ABicB tBe &DC Aill cBar?e for &DC >erCice>* 'Be >erCice> catalo? >Bould docu@ent tBe
ba>i> for &DC cBar?e>G BoAeCer3 tBe billin? unit> BaCe not yet been deter@ined* :e BaCe included >o@e potential
billin? unit> for tBe >erCice> in tBi> catalo? botB to >u??e>t >o@e obCiou> candidate> a> Aell a> to BaCe placeBolder>
for tBe actual billin? unit> ABen tBey beco@e aCailable*
Document 6istor2
Durin? PBa>e 2 of tBe &tate of Ore?onH> Co@puter and NetAorF Infra>tructure Con>olidation 9CNIC; proEect 9(pril 8
=une3 2005;3 tBe &erCice Mana?e@ent
rF?roup Aa> cBartered to deter@ine tBe >erCice> to be offered by tBe &DC3>erCice @etric> and >erCice leCel>* In order to acco@pli>B tBi>3 tBe AorF?roup3 ABicB con>i>ted of repre>entatiCe> of
eacB of tBe participatin? a?encie>3 >urCeyed tBeir re>pectiCe a?encie> current >erCice>* 'Be re>ult> of tBi> >urCey Aere
>u@@ariIed and reconciled AitB tBe >cope definition> produced by tBe CNIC >teerin? co@@ittee to produce tBe ite@>
found in tBi> >erCice> catalo?*
Document "evision Log
Version H 1ate Author 4eGisions made
0*1 0//0+/05 CNIC &erCice Mana?e@ent
rF?roupOri?inal
0*2 0//10/05 CNIC &erCice Mana?e@ent
rF?roupInitial reCi>ion>
0*+ 00/11/05 CNIC &erCice Mana?e@ent
rF?roupDB( de>cription reCi>ion>
1*0 00/20/05 CNIC &erCice Mana?e@ent
rF?roup(dded Cideo >erCice>3 eDpanded on cablin?
re>pon>ibilitie>3 added ?lo>>ary3 @ade otBer @inor
clarification> and reCi>ion>
1*+ 0!/25/05 CNIC PO / CNIC &teerin?
Co@@ittee
Incorporated cBan?e> fro@ reco@@ended by tBe &DC
(d@ini>trator and tBe CNIC &teerin? Co@@ittee*
1* 09/0/05 CNIC PO / CNIC &teerin?
Co@@ittee
(dded bud?et and cBar?ebacF infor@ation for tBe 058
00 and 00809 bienniu@> to tBe co@@on
con>ideration> >ection of tBi> docu@ent* 9pa?e /;
2*0 0+/2!/0/ CNIC PO/ CNIC &teerin?
Co@@ittee
"e@oCed bronIe3 >ilCer3 ?old >erCice leCel >cale*
Co@bined &erCice leCel @etric> into one table of
>erCice>* (dded di>a>ter recoCery >erCice>*
2*1 5/12/0/ CNIC PO Modified >ecurity >ection to clarify ter@inolo?y u>ed*
Common Considerations
'Be deliCery of all >erCice> Aill be >ubEect to >o@e co@@on con>traint>* It i> anticipated tBat all >erCice> Aill be
deliCered in accordance AitB tBe >erCice> @ana?e@ent fra@eAorF tBat Aill be for@ulated by tBe &erCice Mana?e@ent
AorF?roup* (ll >erCice> Aill be perfor@ed >o tBat a?reed upon >ecurity policie> and rule> are @aintained* &i@ilarly3
Fey proce>>e> reJuired for tBe deliCery of tBe>e >erCice>3 >ucB a> cBan?e @ana?e@ent3 Aill be adBered to* In tBi>
re?ard3 tBe cBan?e @ana?e@ent proce>> Aill proCide for ! Bour adCanced notification of >cBeduled doAn ti@e for
ele@ent> of tBe I' infra>tructure tBat are @ana?ed by tBe &DC* If additional notice i> reJuired by particular a?encie>3
tBe>e reJuire@ent> are to be docu@ented in tBe >erCice leCel a?ree@ent 9&.(;3 'Be Fey proce>>e> tBat Aill be
deCeloped are defined in tBe cBarter of &erCice Mana?e@ent AorF?roup* 'Bey are:
?* "eJue>t Mana?e@ent
B* Cu>to@er "elation>Bip Mana?e@ent
i* Confi?uration Mana?e@ent
Version 8.4 !"#$%#$!!&' Page( 11+
E* Proble@ Mana?e@ent
F* CBan?e Mana?e@ent
l* "elea>e Mana?e@ent
'Be definition and fra@eAorF for deCelop@ent of tBe>e proce>>e> Aill be tBe I' Infra>tructure .ibrary 9I'I.;*
(dditional I'I. ba>ed proce>>e> Aere identified tBat Aere not part of tBe ori?inal &erCice Mana?e@ent
rF?roup>cope and tBerefore Aere not all deCeloped a> part of tBi> effort* 'Be AorF?roup reco?niIe> tBat tBe>e proce>>e> are
i@portant to tBe efficiency of tBe &DC* 'Be proce>>e> are li>ted beloA AitB co@@ent on ABere tBey BaCe been or Aill
be addre>>ed* 'Be proce>>e> are:
g. AGailaDilitE 5anagement 5 'Be (Cailability Mana?e@ent proce>> i> to @onitor I' co@ponent> to en>ure tBat
I' con>i>tently and co>t8effectiCely deliCer> tBe leCel of aCailability reJuired by tBe cu>to@er* It i> anticipated
tBat tBi> function Aill be perfor@ed by tBe &.M )roup AitBin tBe &DC*
h. Incident 5anagement 5 Incident Mana?e@ent i> tBe proce>> of re>torin? nor@al >erCice operation a> JuicFly
a> po>>ible and @ini@iIin? tBe adCer>e i@pact on bu>ine>> operation>* 'Bi> Aill en>ure tBe be>t po>>ible leCel>
of >erCice Juality and aCailability are @aintained* KNor@al >erCice operationK i> defined a> >erCice operation
AitBin &erCice .eCel (?ree@ent> 9&.(; li@it>* 'Be &erCice De>F function and tBerefore "eJue>t Mana?e@ent
and Cu>to@er "elation>Bip Mana?e@ent are a part of tBi> proce>>* It been deliCered a> part of tBe -i?B8leCel
proce>> floA> pre>ented to tBe CNIC &teerin? Co@@ittee*
i. I) /erGice ContinuitE 5 I' &erCice Continuity Mana?e@ent proce>> en>ure> tBat any I' >erCice can proCide
Calue to tBe cu>to@er in tBe eCent tBat nor@al aCailability >olution> fail*
j. CapacitE 5anagement 5 Capacity Mana?e@ent i> tBe proce>> of plannin?3 >iIin?3 and controllin? I' capacity
to >ati>fy u>er de@and at a rea>onable co>t AitBin tBe perfor@ance leCel> a?reed to in tBe >erCice leCel
a?ree@ent 9&.(; or internal to I' a> a operatin? leCel a?ree@ent 9O.(;* 'Bi> plannin? i> bein? done AitBin tBe
.o?i>tic>
rF?roup plea>e reference tBeir docu@ent> for @ore detail*k. .inancial 5anagement 5 'Be proce>> ABicB i> re>pon>ible for tBe >ound >teAard>Bip of tBe @onetary re>ource>
of tBe or?aniIation* It >upport> tBe or?aniIation in plannin? and eDecutin? it> bu>ine>> obEectiCe> and reJuire>
con>i>tent application tBrou?Bout tBe or?aniIation to acBieCe @aDi@u@ efficiency and @ini@u@ conflict* 'Be
(ccountin?
rF?roup Ba> tBe re>pon>ibility for definin? tBi> proce>>*l. /erGice +eGel 5anagement 5 &erCice .eCel Mana?e@ent 9&.M; i> tBe proce>> of @aintainin? and i@proCin?
I' &erCice Juality tBrou?B a con>tant cycle of definin?3 a?reein?3 docu@entin?3 @onitorin?3 and reportin? tBe
leCel> of cu>to@er I' >erCice3 tBat are reJuired and co>t Eu>tified* Proce>>e> for reportin? tBe>e @etric> are to be
deCeloped and docu@ented by tBe &DC and participatin? a?encie>* 'Be>e proce>>e> Aill be docu@ented in tBe
&.(>* 'Bi> proce>> operation i> tBe pri@ary function bein? perfor@ed by tBe &.M )roup AitBin tBe &DC*
,or tBe 05800 bienniu@ a?ency co>t> BaCe been deter@ined to re@ain at eDi>tin? leCel> and bud?et dollar> Aill be
di>tributed to tBe &tate Data Center per -B 51//* 'Be 05800 bienniu@ Aill be u>ed to @i?rate a?encie> into tBe &tate
Data Center3 and e>tabli>B a ba>eline of a?ency >erCice leCel> and >erCice u>a?e* Durin? tBi> period3 'Be &tate Data
Center Aill >upply >erCice> to a?encie> at tBe Bi?Be>t leCel> identified in tBe &erCice Catalo?*
,or tBe 00809 bienniu@3 tBe CNIC (ccountin? AorF?roup Aill deCelop a cBar?ebacF @etBod utiliIin? tBe ba>eline
>erCice> and a?ency u>a?e a@ount> e>tabli>Bed durin? tBe 05800 bienniu@
Once tBe &DC i> operational and a cBar?ebacF @etBod i> i@ple@ented3 it i> eDpected tBat on an on?oin? ba>i> tBe
&DC Aill:
d* "eCieA &DC billin?> to tBe a?encie> in order to identify co>t >aCin? opportunitie>
e* "eCieA Cendor bill> to tBe &DC in order to identify co>t >aCin? opportunitie>
f* ProCide a>>et @ana?e@ent for tBe pBy>ical ele@ent> of tBe CNIC a?encie>H infra>tructure tBat are in tBe >cope of
tBe CNIC proEect* 'Bi> Aill include orderin? a>>et> u>in? approCed &tate procure@ent procedure> a> Aell a>
tracFin?3 in>tallin? and deco@@i>>ionin? &DC a>>et>*
(> @atter of principle3 &DC >erCice> Aill be e>tabli>Bed and @odified a> needed in order to @eet tBe critical bu>ine>>
need> of tBe a?encie> and tBe &tate* 'Be e>tabli>B@ent of &DC >erCice> and >erCice leCel> Aill be ?uided by eacB
a?encyK> critical Bour> of operation3 e>>ential data3 and reJuired >y>te@ perfor@ance*
&erCice leCel> docu@ented in tBe &erCice Catalo? repre>ent reJuire@ent> for @ini@u@ >erCice leCel>* 'Be>e leCel>
Aere identified by participatin? CNIC a?encie>* It i> anticipated and eDpected tBat >erCice> >Bould be better tBan
tBe @ini@u@ ABen po>>ible*
SECTION 2: Services Catalog
Version 8.4 !"#$%#$!!&' Page( 11
Services for Networs
NetAorF >erCice> proCide tBe &DC a?encie> AitB tBe ability to >end and receiCe data in a >ecure and reliable
@anner betAeen >y>te@>3 location> and per>onnel* NetAorF >erCice> include:
a* (?ency %>er .ocal ConnectiCity 9.ocal (rea NetAorF> 5 .(N>;
b* (?ency ,acility ConnectiCity 9:ide (rea NetAorF 5
N;c* (?ency %>er "e@ote ConnectiCity 9e*?* Dial up and Internet (cce>>;
d* (?ency 1PN
DeliCery of .(N and
N netAorF >erCice> fall> into tBe tBree cate?orie> beloA*Network -perations
Net0or1 Operations is responsi$le "or te routine running o" te net0or1 in"rastructure
required "or te data communication needs o" te S(C agencies* Tis includes:
a* Mana?e@ent of pBy>ical netAorF ele@ent> >ucB a> circuit>3 fireAall>3 router>3 >AitcBe> and cablin?
includin? confi?uration and @aintenance ta>F> and replace@ent
b* Mana?e@ent of lo?ical netAorF co@ponent>3 >ucB a> netAorF protocol> and tBeir confi?uration>
c* Mana?e@ent of Cendor relation>Bip>3 ABere netAorF >erCice> are proCided eDternally*
d* 'rouble>Bootin? co@@unication di>ruption>3 AorFin? AitB Cendor> and &DC a?encie> to re>olCe tBe
i>>ue>*
e* I@ple@entation and @aintenance of >ecurity rule> 9but not tBe >ettin? of >ecurity policy;
Network Administration
NetAorF ad@ini>tration i> re>pon>ible for:
a* Monitorin? of netAorF perfor@ance in order to:
I* ProCide re?ular report> on actual netAorF perfor@ance a?ain>t any @etric> >et in &erCice .eCel
(?ree@ent>
II* InCe>ti?ate netAorF fault> tBat i@pact tBe &DC a?encie> bu>ine>> u>er>
III* PreCention of netAorF fault>
I1* "e>olution of netAorF fault>
b* Correction of traffic proble@> in tBe netAorF enCiron@ent3 >ucB a> traffic con?e>tion or netAorF
corruption ABere it i@pact> tBe &DC a?encie> u>er>
c* Co@pletion of preCentatiCe3 >cBeduled and Aarranty reJuired BardAare @aintenance
d* Mana?e@ent of netAorF infra>tructure:
I* Mana?e@ent of pBy>ical cablin? in all location> ABere eitBer tBe &DC a?encie> >erCer> or client
AorF>tation> are in>talled3 includin? condition @onitorin? and replace@ent> includin? Airele>>
infra>tructure
II* #n>urin? tBe pBy>ical >ecurity of netAorF acce>> point>3 >ucB a> eJuip@ent roo@>
III* I@ple@entation and @aintenance of >ecurity rule> a> directed by &DC a?encie>
e* Plannin? and eDecution of tecBnolo?y up?rade> a> reJue>ted by tBe &DC a?encie> includin? tBe
adCanced notification to a?encie> in order to alloA:
I* (n analy>i> to be carried out to a>>e>> tBe i@pact of >ucB cBan?e> on &DC a?encie>H application>*
II* 1endor3 a?ency >taff and &DC >cBedule> to be coordinated3 >ucB tBat i@portant a?ency actiCitie>
9e*?*3 application rollout>3 application up?rade>3 trainin? >e>>ion> or liCe >erCice; are not affected by
cBan?e>
Network ,ngineering
Net0or1 Engineering is responsi$le "or pro8ect6$ased and operational enancements to
te net0or1 in"rastructure+ suc as:
a* Capacity plannin? ba>ed on Bi>torical u>a?e pattern> and a?ency need> proEection>
b* NetAorF eJuip@ent up?rade>3 ABere eDi>tin? co@ponent> are replaced AitB additional3 Bi?Ber8
perfor@ance co@ponent>
c* NeA netAorF eJuip@ent in>tallation3 ABere for in>tance an eDpan>ion of tBe &DC a?encie> application
>erCer enCiron@ent reJuire> tBe introduction of a neA Bi?B8capacity >erCer8to8data >tora?e linF
d* Cablin? up?rade>3 netAorF related facility >upport3 and Airele>> infra>tructure in>tallation and >upport
e* Plannin? and eDecution of netAorF enBance@ent proEect>
f* Plannin? for up?rade>3 includin? adCanced notification to a?encie> in order to alloA:
I* (n analy>i> to be carried out to a>>e>> tBe i@pact of >ucB cBan?e> on &DC a?encie>H application>
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II* 1endor3 a?ency >taff and &DC >cBedule> to be coordinated3 >ucB tBat i@portant a?ency actiCitie>
9e*?*3 application rollout>3 application up?rade>3 trainin? >e>>ion> or liCe >erCice; are not affected by
cBan?e>
Video /erGices -ptional'
1ideo >erCice> proCide tBe &DC a?encie> AitB tBe ability to conduct audio and Cideo conference> betAeen
>y>te@>3 location> and per>onnel* 1ideo and (udio >erCice> include:
a* Brid?in? 9(udio and 1ideo;
b* )ateAay &erCice> 9(udio and 1ideo;
c* &cBedulin? 9(udio and 1ideo;
d* -elp De>F >upport 9(udio and 1ideo;
e* 'rainin? 9(udio and 1ideo;
f* 1ideo/(udio #n?ineerin? &erCice>
'Be DeliCery of 1ideo and (udio >erCice> fall into tBe tAo cate?orie> beloA*
Video#Audio -perations
,ideo and %udio Operations is responsi$le "or te routine running o" te video and
audio in"rastructure required "or te needs o" te S(C agencies* Tis includes:
a* Mana?e Aeb8ba>ed >cBedulin? re>ource> tBat are u>ed to >cBedule Cideo and audio conference>*
b* &cBedule3 build3 and @onitor real8ti@e Cideo and audio conference>*
c* ProCide Belpde>F >upport for >cBedulin?3 Cideo endpoint>3 and conference operation>*
d* ProCide 'ier One tecBnical >upport3 AorFin? AitB &DC a?encie> to re>olCe tBe i>>ue>*
e* Maintain u>er contact databa>e
f* ProCide u>er trainin? for >cBedulin? >erCice> and Cideo endpoint>*
Video#Audio ,ngineering
,ideo and %udio Engineering is responsi$le "or:
a* 1ideo core and endpoint eJuip@ent up?rade>*
b* NeA Cideo and audio eJuip@ent in>tallation*
c* NetAorF traffic analy>i> and netAorF rede>i?n to acco@@odate additional Cideo >trea@>*
d* Plannin? and eDecution of Cideo and audio enBance@ent proEect>*
e* NeA Product #Caluation and deCelopin? approCed li>t of Cideo >y>te@> for &DC cu>to@er>*
f* Perfor@ adCanced beta te>tin? AitB Cideo eJuip@ent @anufacturer>*
?* Perfor@ interoperability te>tin?*
B* Perfor@ all >oftAare and BardAare up?rade> for core Cideo3 audio3 and >cBedulin? >y>te@>*
Services for Servers and Mainframes
Server osting services are provided $ot remotel& as 0ell as in te data center* Tese
services address te complete server li"ec&cle including procurement+ installation+
con!guration+ ard0are trou$lesooting and repair+ ard0are and operating s&stem re"res+
moves+ additions/ canges+ and retirement* Te 1e& elements "or server services deliver& are
detailed $elo0*
Te services outlines in te server and main"rame sections are meant to appl& to all S(C
supported plat"orms* Service levels are to $e applied to all supported plat"orms as
appropriate*
/Estem Administration
Tis area is responsi$le "or te management o" te computing plat"orms on 0ic te
S(C agencies applications are $ased 9.inu-+ 4NI=+ 3indo0s+ Novell+ 7Series+ iSeries:+
including:
a* Server installations and decommissioning
$* Installation o" te operating s&stems+ con!guration and ardening
c* Implementation and managing access autorities
d* )igration o" so"t0are into production environments and post6migration support
e* Installation and support o" agenc& speci!ed middle0are
f* &y>te@ >oftAare up?rade>3 to en>ure co@patibility AitB tBe oCerall enCiron@ent and to taFe adCanta?e of
tecBnolo?ical and >ecurity adCance>3 includin? >oftAare patcBe>
?* Condition of >y>te@ BardAare3 e*?* enterpri>e >erCer> >upportin? tBe application> and databa>e>
B* Co@pletion of preCentatiCe3 >cBeduled and Aarranty reJuired BardAare @aintenance* 'Bi> include>:
I* Monitorin? eJuip@ent condition> to en>ure early reco?nition of liFely fault>
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II* Plan and eDecute @aintenance in conEunction AitB tBe application @aintenance3 &DC a?ency
approCed ti@e fra@e> and >upport >erCice line
III* Coordinate ur?ent @aintenance actiCitie> after co@@unicatin? AitB tBe &DC a?encie>*
i* &y>te@ perfor@ance @onitorin?3 tunin? and @ontBly reportin?3 to en>ure continued co@pliance AitB
>erCice leCel a?ree@ent> and in order to proCide notification of pendin? capacity con>traint>
E* Plannin? for a?ency reJue>ted up?rade> and &DC up?rade>3 includin? tBe notification to a?encie> in
order to alloA:
I* (n analy>i> to be carried out to a>>e>> tBe i@pact of >ucB cBan?e> on &DC a?encie>H application>
II* ProCide enCiron@ent> for application te>tin? of >oftAare and @iddleAare AitB operatin? >y>te@
up?rade> and patcBe> prior to ?oin? to production
III* 1endor3 a?ency >taff and &DC >cBedule> to be coordinated3 >ucB tBat i@portant a?ency actiCitie>
9e*?*3 application rollout>3 application up?rade>3 trainin? >e>>ion> or liCe >erCice; are not affected by
tBe cBan?e>
/Estem -perations
Tis area is responsi$le "or te runtime support o" S(C agencies applications* Tis
includes:
a* )onitoring te e-ecution o" production 8o$s in order to assist in identi"&ing and
reporting une-pected $eavior including 8o$ "ailures
$* Follo0ing documented procedures supplied $& te S(C agencies in reporting
pro$lems 0it production applications* It is e-pected tat application procedures
0ill include provisions "or noti!cation and 8o$ restarts to $e per"ormed $& te S(C
operations sta2*
c* Follo0ing documented processes created $& te S(C in reporting pro$lems 0it
s&stems so"t0are
d* Response to s&stem/console messages including tape mounts
e* Computer startups+ sutdo0ns and rec&cling in accordance 0it te cange
management process and documented procedures
"* #reparation and coordination o" main"rame print services "or distri$ution o" $atc
output troug e-isting state agenc& deliver& cannels
g* )onitor $ac1up operations and reporting "ailures
Production Control
Tis includes:
a* Setting up te scedule "or production and ad oc 8o$s
$* )onitoring te e-ecution o" production 8o$s to ensure te scedule is $eing
maintained
c* Reporting sceduling pro$lems and issues to te appropriate agenc& sta2 and
0or1ing 0it tem to understand and resolve te pro$lems
d* %genc& IT sta2 and oter appropriate sta2 0ill $e a$le to su$mit 8o$s to te S(C
service des1*
/torage 5anagement
For enterprise storage+ including tape and storage area net0or1s 9S%Ns:+ and storage
on distri$uted !le and print servers+ tis service includes:
a* For dis1 storage+ responding to agenc& storage requests $&:
I* %llocating ra0 storage
II* (e!ning logical volumes
III* Con!guring logical volumes
I,* )a1ing te ne0l& de!ned storage availa$le "or use
,* Esta$lising securit& on ne0 volumes as requested
$* Capacit& planning including:
I* )onitoring o" utili7ation and identi"&ing te need "or more capacit&
II* Noti!cation to agencies o" pending capacit& constraints
c* Ordering storage devices and media
d* )aintenance o" storage device related so"t0are and micro6code
e* )onitoring and maintenance o" te scratc tape pool
"* Registering tapes into automated tape andling devices
g* #roviding and maintaining a tape li$rar&
* Rotation o" tapes to o2site "acilities
i* (estruction o" media coming out o" service in accordance 0it agreed upon S(C
agenc& requirements
Version 8.4 !"#$%#$!!&' Page( 110
8* )aintenance o" appropriate documentation+ la$eling and trac1ing o" tapes in
accordance 0it agreed upon S(C agenc& requirements
5icrofiche -ptional'
'Bi> area i> re>pon>ible for tBe Bandlin? bur>tin?3 Lpi?eon Bolin?M and preparation for di>tribution of
@icroficBe tBrou?B eDi>tin? >tate a?ency deliCery cBannel>*
*ackup# 4estore /erGices
'Bi> area i> re>pon>ible for tBe @ana?e@ent of bacFup facilitie>3 includin? tBe @ecBanic> of tape bacFup and
off8>ite >tora?e3 >ucB a> >tora?e >y>te@ @ana?e@ent3 tape collection for off8>ite >tora?e and tape retrieCal in
tBe eCent tBat re>toration of Bi>torical data i> reJuired* 'Bi> include>:
a* Perfor@in? co@plete and/ or incre@ental bacFup>
b* Definin? @edia rotation reJuire@ent> and/ or folloA >tandard procedure
c* .abelin? bacFup @edia appropriately
d* Maintainin? bacFup library
e* Periodically Cerifyin? bacFup @edia inte?rity
f* "e>torin? >in?le or @ultiple obEect> fro@ tBe bacFup @edia
?* "e>torin? co@plete or incre@ental bacFup a> needed after >y>te@ failure>
B* %pdatin? u>er tBat re>toration Ba> been co@pleted
,mail and 1irectorE /erGices -ptional'
'Bi> i> an Optional >erCice for e@ail and directory >erCice>* 'Bi> include> tBe folloAin?:
#@ail (pplication (d@ini>tration
a* &ettin? up u>er account>
b* Public folder>
c* Di>tribution li>t>
d* MailboD re>tore>
e* &tora?e ?roup>
f* Monitor e8@ail bacFup>
?* Controllin? >ecurity priCile?e> a> it relate> to tBe u>er account>3 e@ail boDe> and public folder>
B* Perfor@ directory >yncBroniIation AitB >tate e@ail Bub
Directory &erCice> (d@ini>tration
a* &ettin? up u>er account>3 directorie>3 and >ecurity ?roup>
b* Controllin? >ecurity priCile?e> a> it relate> to tBe u>er account>3 directorie> and >ecurity ?roup>
c* .i@it acce>> control for u>er> dependin? upon @ana?er/Per>onnel reJue>t>
CIC/
&DC Aill proCide CIC& >upport to &DC a?encie> tBat BaCe application> ABicB run on @ainfra@e co@puter>
under CIC&* 'Bi> >upport i> inclu>iCe of all reJuire@ent> to create3 i@ple@ent in production and @aintain CIC&
application> AitB tBe eDception of Aritin? and co@pilin? tBe application code* 'Bi> >erCice include>:
a* Creatin? tBe CIC& table entrie> nece>>ary to put a CIC& tran>action into a CIC& enCiron@ent
b* #Decutin? tBe CIC& function> nece>>ary to create or update a neA CIC& tran>action in a CIC& enCiron@ent
c* ProCidin? a>>i>tance on codin? CIC& co@@and>
d* ProCidin? a>>i>tance on creatin? >creen @ap>
Version 8.4 !"#$%#$!!&' Page( 11!
Services for Data1ase Administration 7D3A8
Databa>e ad@ini>tration proCide> tBe >erCice> reJuired to >tore3 acce>> and update production data tBat i> @ana?ed in
a databa>e @ana?e@ent >y>te@ 9DBM&;* #Da@ple> of DBM&H> include DB23 IM&/DB3 Oracle and Infor@iD* 'Be>e
>erCice> are diCided into tAo cate?orie>* &y>te@ DB(> are ?enerally re>pon>ible for @aintainin? tBe DBM&
co@putin? enCiron@ent and tBi> >erCice i> entirely in CNICH> >cope* (pplication DB(> are ?enerally re>pon>ible for
tBe databa>e facet> of >pecific application>* (pplication DB( >erCice Aill be offered a> an a?ency reJue>ted >erCice*
5. ; /Estem 1ataDase Administration /erGices
&y>te@ DB( >erCice> include
a* In>tallin?3 @aintainin? 9e*?* patcBe> and up?rade>; and @onitorin? tBe BealtB and perfor@ance of DBM&>
b* Definin? tBe pBy>ical databa>e de>i?n 9lo? file>3 rollbacF >e?@ent>3 table>pace>;
c* &ettin? data >tora?e para@eter> for >tora?e a>>ociated AitB tBe pBy>ical ele@ent> of tBe databa>e
d* I@ple@entin? and eDecutin? databa>e and >y>te@ bacFup and recoCery in >Bared enCiron@ent> on >cBedule>
proCided by eitBer tBe a?ency or (pplication DB(
e* &ettin? up and i@ple@entin? databa>e reor?aniIation> on >cBedule> proCided by eitBer tBe a?ency or
(pplication DB(
f* "eco@@endin? na@in? conCention> for databa>e obEect>
?* (>>i>tance in trouble>Bootin? perfor@ance proble@>
B* 'e>tin? and i@ple@entation of patcBe> and up?rade> of DBM&H in con>ultation AitB application DB(
i* Con>tructiCely collaborate AitB (pplication databa>e ad@ini>trator>
5. ; Application 1ataDase Administration /erGices
(pplication DB( >erCice> Aill be proCided on an Lopt8inM ba>i> to &DC a?encie>* 'Be>e >erCice> include AorFin?
AitB application deCelop@ent >taff to:
a. Create definition> of lo?ical data >tructure>3 table>3 CieA>3 indeDe>3 pro?ra@ >pecification blocF> and define
tBeir relation>Bip>
b. Create tBe data definition >tate@ent> needed to create lo?ical >tructure>
c. #>ti@atin? >tora?e reJuire@ent> 9in con>ultation AitB pBy>ical DB(;
d. Define BoA to i@ple@ent tBe reJuired >ecurity AitBin tBe DBM&
e. Define bacFup and reor?aniIation >cBedule> and co@@unicate tBe>e >cBedule> to tBe &y>te@ DB(
f. #Decute databa>e bacF8up> and re>tore> 9a*F*a* i@port/eDport; u>in? databa>e tool> AitBin tBe >pace allocated
by tBe &y>te@ DB(
g. I@ple@entin? and eDecutin? databa>e and >y>te@ bacFup and recoCery in dedicated enCiron@ent> 9opt8out;
h. I@ple@entin? >ecurity rule> and acce>> autBority
i. (>>i>t in DBM& >pecific co@@and >election 9e*?* &$.3 D./I; to opti@iIe perfor@ance
j. (>>i>t in creatin? >tored procedure>
k. Perfor@ data load>
l. Create data @odel> u>in? a?ency proCided tool>
m. %pdate and @aintain a data dictionary >upplied by tBe a?ency
n. DeCelop data definition >tate@ent>
o. Creatin? pBy>ical >tructure> 9table>pace>3 databa>e>3 databa>e de>criptor>;* 'Bi> Aill be done AitBin tBe
>pace allocated to tBe a?ency*
Additional Information
(pplication databa>e ad@ini>tration >erCice> Aill be proCided on an optional ba>i>* &DC per>onnel ABo proCide
tBi> >erCice Aill function a> part of a deCelop@ent tea@ and Aill be eDpected to proCide AorF product> a> reJuired
by tBe deCelop@ent proEect and to co@plete tBeir AorF a> reJuired by tBe proEect >cBedule*
/erGer ; /Estem 1ataDase Administration /erGices
&y>te@ DB( >erCice> include
a* In>tallin?3 @aintainin? 9e*?* patcBe> and up?rade>; and @onitorin? tBe BealtB and perfor@ance of DBM&>
b* Definin? tBe pBy>ical databa>e de>i?n 9lo? file>3 rollbacF >e?@ent>3 table>pace>;
c* &ettin? data >tora?e para@eter> for >tora?e a>>ociated AitB tBe pBy>ical ele@ent> of tBe databa>e
d* I@ple@entin? and eDecutin? databa>e and >y>te@ bacFup and recoCery in >Bared enCiron@ent> on >cBedule>
proCided by eitBer tBe a?ency or (pplication DB(
e* &ettin? up and i@ple@entin? databa>e reor?aniIation> on >cBedule> proCided by eitBer tBe a?ency or
(pplication DB(
f* "eco@@endin? na@in? conCention> for databa>e obEect>
?* (>>i>tance in trouble>Bootin? perfor@ance proble@>
B* 'e>tin? and i@ple@entation of patcBe> and up?rade> of DBM&H in con>ultation AitB application DB(
i* Con>tructiCely collaborate AitB (pplication databa>e ad@ini>trator>
Version 8.4 !"#$%#$!!&' Page( 119
/erGer ; Application 1ataDase Administration /erGices
(pplication DB( >erCice> Aill be proCided on an Lopt8inM ba>i> to &DC a?encie>* 'Be>e >erCice> include AorFin?
AitB application deCelop@ent >taff to:
a. Create definition> of lo?ical data >tructure>3 table>3 CieA>3 indeDe>3 pro?ra@ >pecification blocF> and define
tBeir relation>Bip>
b. Create tBe data definition >tate@ent> needed to create lo?ical >tructure>
c. #>ti@atin? >tora?e reJuire@ent> 9in con>ultation AitB pBy>ical DB(;
d. Define BoA to i@ple@ent tBe reJuired >ecurity AitBin tBe DBM&
e. Define bacFup and reor?aniIation >cBedule> and co@@unicate tBe>e >cBedule> to tBe &y>te@ DB(
f. #Decute databa>e bacF8up> and re>tore> 9a*F*a* i@port/eDport; u>in? databa>e tool> AitBin tBe >pace allocated
by tBe &y>te@ DB(
g. I@ple@entin? and eDecutin? databa>e and >y>te@ bacFup and recoCery in dedicated enCiron@ent> 9opt8out;
h. I@ple@entin? >ecurity rule> and acce>> autBority
i. (>>i>t in DBM& >pecific co@@and >election 9e*?* &$.3 D./I; to opti@iIe perfor@ance
j. (>>i>t in creatin? >tored procedure>
k. Perfor@ data load>
l. Create data @odel> u>in? a?ency proCided tool>
m. %pdate and @aintain a data dictionary >upplied by tBe a?ency
n. DeCelop data definition >tate@ent>
o. Creatin? pBy>ical >tructure> 9table>pace>3 databa>e>3 databa>e de>criptor>;* 'Bi> Aill be done AitBin tBe
>pace allocated to tBe a?ency*
Additional Information
(pplication databa>e ad@ini>tration >erCice> Aill be proCided on an optional ba>i>* &DC per>onnel ABo proCide
tBi> >erCice Aill function a> part of a deCelop@ent tea@ and Aill be eDpected to proCide AorF product> a> reJuired
by tBe deCelop@ent proEect and to co@plete tBeir AorF a> reJuired by tBe proEect >cBedule*
Services for Disaster "ecover2
'Be >cope of tBe &DC Di>a>ter "ecoCery &erCice> focu>e> on tBe pricin?3 te>tin? and recoCery and continued
operation of >y>te@ co@ponent> de>i?nated in tBe (?encie>H Di>a>ter "ecoCery Plan*
'Be &DC Di>a>ter "ecoCery &erCice> do not addre>> a?ency bu>ine>> re>u@ption or continuity of operation>*
'Be &DC Aill offer adeJuate co@putational3 data >tora?e3 and data co@@unication> >erCice> for tBe de>i?nated
critical application> in tBe a?encie> D" plan>* Di>a>ter recoCery >erCice> Aill be proCided on an Lopt8inM ba>i> to
&DC a?encie>*
Cu>to@er> are re>pon>ible for di>a>ter recoCery preparedne>> for tBeir application> in tBe eCent of a di>a>ter*
1isaster 4ecoGerE /erGices
In tBe eCent of a di>a>ter3 &DC Aill:
a* (>>e>> tBe da@a?e to tBe Data Center to deter@ine if a di>a>ter >Bould be declared at tBe &DCG
b* MaFe tBe deci>ion to for@ally declare a di>a>ter at tBe &DCG
c* Notify tBe alternate facilitie>3 de>i?nated Fey a?ency contact>3 and tBe critical application >pon>or> of tBe di>a>ter
declarationG
d*
rF AitB tBe alternate >ite >taff to re>tore tBe de>i?nated operatin? >y>te@> and application> at tBe alternate >iteand e>tabli>B tBe co@@unication> linF to tBe >ite in preparation for operatin? at tBe >ite for tBe duration of tBe
e@er?ency3 and
e* Conduct preparation> to re>u@e operation> at tBe Data Center*
'Be &DC Aill proCide a de>i?nated Di>a>ter "ecoCery 'ecBnical &upport Coordinator* 'Be coordinator> are
re>pon>ible for:
a* price tBe co@putin? and netAorF >erCice> co@ponent> of tBe a?encie> di>a>ter recoCery planG
b* prepare3 eDecute3 and @ana?e tBe alternate >ite contract> for tBe de>i?nated co@putin? >erCice>G
c* a>>i>t tBe a?encie> in preparin? for tBe di>a>ter recoCery te>t eCent>G
Version 8.4 !"#$%#$!!&' Page( 120
d* >erCe a> liai>on> for tBe a?encie> durin? tBe di>a>ter recoCery te>t> 9by a>>i>tin? a?encie> in re>olCin? error> in
Eob>3 reportin? co@@unication> proble@> to tBe a?encie> di>a>ter recoCery tea@>3 and an>Aerin? di>a>ter
recoCery te>tin? Jue>tion> in ?eneral;G
e* a>>i>t tBe a?encie> in preparin? tBeir critical application> to run >ucce>>fully at anotBer location in tBe eCent of a
di>a>terG
f* confir@ AitB tBe contracted Cendor tBat tBeir co@putin? and data co@@unication> confi?uration> Aill @eet tBe
a?encie> need>3 and tBat tBey Aill be ready for tBe te>tG*
?* for@ulate a te>t >cBedule3 >et tBe obEectiCe> for tBe te>t and e>tabli>B action ite@> for tBe &DC and a?ency tea@ in
preparation for tBe te>t*
B* di>>e@inate infor@ation to tBe a?ency re?ardin? tBe te>t*
i* >end tBe bacFup tape> and tape li>t> to tBe Cendor >ite*
E* a>>i>t tBe a?ency application oAner>/participant> in >ucce>>fully runnin? tBeir application> at tBe alternate >ite*
'Be a>>i>tance include> Belp AitB te>t preparation>3 on8call >upport durin? tBe duration of tBe te>t3 re>olCin?
reported proble@>3 and >erCin? a> tBe liai>on betAeen tBe a?ency tea@ and tBe &DC 'ea@3 and
F* recordin? all proble@ report>3 ?eneral te>t note> and report> report de>cribin? re>ult> acBieCed for eacB co@pleted
te>t*
1isaster 4ecoGerE AgencE 4esponsiDilitE
'Be a?encie> Aill a>>i?n a Di>a>ter "ecoCery Coordinator to oCer>ee tBe a?encie> Di>a>ter "ecoCery Pro?ra@* 'Be
Di>a>ter "ecoCery Coordinator i> re>pon>ible for:
a* periodically >urCeyin? a?ency pro?ra@ @ana?er> fro@ tBe cu>to@er co@@unity to deter@ine ABicB application>
reJuire di>a>ter recoCery >erCice> and/or re>ource>G
b* deter@ine BoA often3 or?aniIe3 and reJue>t re?ularly8>cBeduled periodic te>t> of tBe di>a>ter recoCery procedure>G
c* @aintain and update tBe (?encie> Di>a>ter "ecoCery Plan ba>ed on cBan?e> in cu>to@er reJuire@ent>3 critical
application3 data reJuire@ent> and in re>pon>e to eCent> >ucB a> office @oCe>3 telepBone nu@ber cBan?e>3 and
cBan?e in per>onnel and duty cBan?e>3 and
d* orcBe>trate fro@ tBe a?ency cBo>en location tBe eDecution of tBeir Di>a>ter "ecoCery Plan ABen a di>a>ter Ba>
been declared*
Service Des
'Be >erCice de>F i> tBe &DCH> 2 < 0 point of contact for autBoriIed >taff AitBin tBe &DC a?encie> tBat reJuire
tecBnical >upport* 'Bi> >erCice include> perfor@in? tBe folloAin? ta>F>:
a* ProCide a central point of contact for &DC a?ency Belp de>F> and autBoriIed a?ency per>onnel
b* "eceiCe reJue>t> and trouble report>3 lo? tBe@3 a>>i?n priority ba>ed on a?reed upon definition> and route tBe
reJue>t to tBe appropriate >tate data center re>ource
c* ProCide >tatu> of pendin? reJue>t> to a?ency Belp de>F
d* Notify a?ency contact ABen reJue>t i> co@pleted
e* Docu@ent tBe co@pletion of tBe reJue>t
f* DeCelop tBe eDperience and proce>>e> tBat are reJuired in order to >olCe a> @any proble@> a> po>>ible on tBe fir>t
contact
/ecuritE /erGices
'Be &DC Aill proCide centraliIed tecBnical >ecurity >upport* &ecurity >erCice> Aill be perfor@ed in re>pon>e to
a?ency reJuire@ent> and perfor@ed on tBo>e co@ponent> tBat are part of tBe &DC infra>tructure* &o@e >erCice> are
neA to tBe infra>tructure and Aill be i@ple@ented after tBe initial @i?ration and >tabiliIation period* 'Be>e >erCice>
include:
a* &ecured 1irtual PriCate NetAorF 91PN;
b* ,ireAall @ana?e@ent
c* (nti8Ciru> >erCice> for &DC @ana?ed re>ource>
d* Incident re>pon>e for &DC @ana?ed re>ource>3 includin?3 >ecurity notification> / alert> to &DC a?encie> a>
appropriate and applicable to a?ency u>e> or application>
e* NetAorF intru>ion detection >erCice> and @onitorin?
f* -o>t intru>ion preCention >erCice> and @onitorin?
?* PriCacy and co@pliance a>>urance >erCice> includin? a>>i>tin? a?encie> AitB audit>
B* PBy>ical >ecurity of &DC a>>et>
i* NetAorF fireAall >erCice>
E* &ecure Airele>> netAorFin?
In addition3 tBe folloAin? >ecured >erCice> Aill be proCided on an Lopt inM ba>i> by tBe CNIC a?encie>:
a* #ncrypted traffic betAeen tBe >tate data center and a?ency/field office>
b* #ncrypted >tora?e for a?ency data
Version 8.4 !"#$%#$!!&' Page( 121
c* #ncrypted tran>@ittal of a?ency data
Version 8.4 !"#$%#$!!&' Page( 122
Consulting /erGices
Te S(C 0ill $e sta2ed 0it personnel 0o ave deep s1ills in te tecnical disciplines
required to success"ull& manage IT in"rastructure* In order to ma-imi7e te value o" tose
tecnical s1ills to te state+ agencies can consult 0it S(C personnel "or tecnical e-pertise
"or an& o" te o2erings in tis catalog* Consulting services provided $& S(C include $ut are
not limited to te "ollo0ing:
a* (>>i>tin? a?ency repre>entatiCe> AitB application analy>i> and de>i?n in order to @eet reJuire@ent>
b* (>>i>tin? AitB >y>te@> inte?ration
c* Prototypin? application confi?uration>
d* 'ecBnical debu??in? and perfor@ance a>>i>tance for application>
e* (>>i>tin? AitB tBe in>tallation of >oftAare for ABicB a?encie> are pri@arily re>pon>ible
f* (rran?in? for L'ran>fer of Infor@ationM >e>>ion>3 learnin? >e>>ion>3 and oCerall tecBnolo?y refre>B @eetin?> to
confir@ tBat appropriate eJuip@ent and >upport tecBniJue> to @aintain inCentory eJuip@ent are applied
?* ProCidin? ?eneral tecBnical adCice in order to opti@iIe tBe co>t effectiCene>> of tBo>e ele@ent> of tBe I'
infra>tructure @ana?ed by tBe &DC
B* "e>earcBin? and co@pletin? Nproof> of conceptN for tecBnolo?ie> tBat proCide potential benefit> to a?encie>
Additional Information
Con>ultin? >erCice> Aill be proCided on an optional ba>i>* &DC per>onnel ABo proCide tBi> >erCice Aill function a>
part of a deCelop@ent tea@ and Aill be eDpected to proCide AorF product> a> reJuired by tBe deCelop@ent proEect and
to co@plete tBeir AorF a> reJuired by tBe proEect >cBedule*
Project 5anagement /erGices
'Be &DC Aill BaCe proEect @ana?e@ent capability* 'Bi> i> reJuired botB to @ana?e proEect> tBat are pri@arily
internal to tBe &DC a> Aell a> to interface AitB a?encie> in @ana?in? tBe eDecution of tBe &DC co@ponent of a?ency
proEect>* 'Be >erCice offered to a?encie> Aill include3 but i> not li@ited to:
a* Mana?in? tBe a>>i?n@ent of &DC per>onnel to tBe proEect and tBe on?oin? &DC >taffin? reJuire@ent for tBe
proEect
b* DeCelop@ent of proEect plan> tBat ?uide tBe eDecution of &DC per>onnel in approCed proEect>
c* 'racFin? >cBedule3 co>t and &DC per>onnel utiliIation to tBe a?reed upon proEect plan
d*
rFin? AitB a?ency per>onnel to inte?rate tBe proEect plan for tBe &DC co@ponent of a proEect into tBe @a>terproEect plan
e* Mana?in? i>>ue> relatin? to tBe &DC co@ponent of tBe proEect* 'Bi> include> i>>ue identification3 lo??in? into
an a?reed upon i>>ue tracFin? >y>te@3 tracFin? pro?re>>3 adBerence to a?reed upon e>calation proce>>e> and
docu@entation of tBe re>olution
f* Mana?in? ri>F> relatin? to tBe &DC co@ponent of tBe proEect* 'Bi> include> ri>F identification3 lo??in? into an
a?reed upon tracFin? >y>te@3 docu@entin? @iti?ation >tep>3 tracFin? of ri>F tri??er>3 and adBerence to a?reed
upon e>calation proce>>e>
?* ProCidin? >tatu> report> of tBe &DC co@ponent> of proEect> in an a?reed upon for@at and freJuency
B* (ttendance and participation in proEect @ana?e@ent @eetin?>
Additional Information
ProEect @ana?e@ent >erCice> Aill be proCided on an optional ba>i>* &DC per>onnel ABo proCide tBi> >erCice Aill
function a> part of a deCelop@ent tea@ and Aill be eDpected to proCide AorF product> a> reJuired by tBe deCelop@ent
proEect and to co@plete tBeir AorF a> reJuired by tBe proEect >cBedule*
Version 8.4 !"#$%#$!!&' Page( 12+
Service Metrics
Service
6ours of
Support
Operations 9
On Call
Support
Availa1ilit2
Time to
Respond
Time to
Restore
Potential 3ill :nit
LAN 7am-6pm M-F ! " 7 #$$.$ % & '( min & hrs ) of *onnections
+AN 7am-6pm M-F ! " 7 #$$.$ % & '( min & hrs ,and-idth
.ial /p 7am-6pm M-F ! " 7 #$$.$ % & ! hrs & 0 hrs 1er Acco2nt
3nternet Access 7am-6pm M-F ! 4 7 #$$.$ % & 5 hr & hrs ,and-idth
6ideo 7er8ices
9optional:
7am-6pm M-F ! " 7 #$$.$ % & 5 hr & ! hrs ,and-idth
MF ; 7er8ers 7am-6pm M-F ! " 7 #$$.$ % & '( min & hrs *R/
.atabase
7er8ers
7am-6pm M-F ! " 7 #$$.$ % & '( min
& hrs
*R/
7er8er ; 7>stem
.,A
7am-6pm M-F ! " 7 N?A
& hrs N0A
Time
7ec2rit> 7er8ices 7am-6pm M-F ! " 7 #$$.$ % & '( min 4 ; +rs *R/
Version 8.4 !"#$%#$!!&' Page( 12
/lossar2 of Terms
)erm 1efinition
Asset
Co@ponent of a Dusiness process* (>>et> can include people3 acco@@odation3
co@puter >y>te@>3 netAorF>3 paper record>3 faD @acBine>3 etc*
AGailaDilitE
(bility of a co@ponent or >erCice to perfor@ it> reJuired function at a >tated
in>tant or oCer a >tated period of ti@e* It i> u>ually eDpre>>ed a> tBe aCailability
ratio3 i*e* tBe proportion of ti@e tBat tBe >erCice i> actually aCailable for u>e by tBe
Cu>to@er> AitBin tBe a?reed >erCice Bour>* In tBe &erCice Catalo? tBe aCailability
percenta?e> are deriCed u>in? tBe folloAin? for@ula:
O9(&' 5 D'; / (&'P < 100 Q &erCice or Co@ponent (Cailability 9R;
(&' Q (?reed &erCice 'i@e
D' Q (ctual doAnti@e or ti@e tBat >erCice did not @eet &.( reJuire@ent> 9e*?*
>y>te@ re>pon>e ti@e>; durin? a?reed >erCice ti@e
AGailaDilitE 5anagement
'Be process to @onitor I' co@ponent> to en>ure tBat I' con>i>tently and co>t8
effectiCely deliCer> tBe leCel of aCailability and perfor@ance leCel> 9e*?* >y>te@
re>pon>e ti@e; reJuired by tBe cu>to@er* (Cailability Mana?e@ent Aill fall under
tBe &erCice .eCel Mana?e@ent tea@ AitBin tBe &tate Data Center*
*aseline
( >nap>Bot or a po>ition ABicB i> recorded* (ltBou?B tBe po>ition @ay be updated
later3 tBe ba>eline re@ain> uncBan?ed and aCailable a> a reference of tBe ori?inal
>tate and a> a co@pari>on a?ain>t tBe current po>ition*
*usiness Process
( ?roup of bu>ine>> actiCitie> undertaFen by an or?aniIation in pur>uit of a
co@@on ?oal* ( bu>ine>> proce>> u>ually depend> upon >eCeral bu>ine>> function>
for >upport3 e*?* I'3 per>onnel3 and acco@@odation* ( bu>ine>> proce>> rarely
operate> in i>olation3 i*e* otBer bu>ine>> proce>>e> Aill depend on it and it Aill
depend on otBer proce>>e>*
CapacitE 5anagement
'Be process of plannin?3 >iIin?3 and controllin? I' capacity to >ati>fy u>er
de@and at a rea>onable co>t AitBin tBe perfor@ance leCel> a?reed to in tBe >erCice
leCel a?ree@ent 9&.(; or internal to I' a> a operatin? leCel a?ree@ent 9O.(;*
Definition of tBi> proce>> to be a>>i?ned to eitBer tBe .o?i>tic> tea@ or &DC
Mana?e@ent 'ea@*
Changes'
'Be addition3 @odification or re@oCal of approCed3 >upported3 or Daselined
BardAare3 netAorF3 >oftAare3 application3 enCiron@ent3 >y>te@3 de>Ftop build or
a>>ociated docu@entation*
Change 5anagement
'Be process tBat en>ure> tBat >tandardiIed @etBod> and procedure> are u>ed for
efficient and pro@pt Bandlin? of all changes3 in order to @ini@iIe tBe i@pact of
CBan?e8related Incidents upon >erCice Juality*
Charging # ChargeDack
'Be proce>> of e>tabli>Bin? cBar?e> in re>pect of bu>ine>> unit>3 and rai>in? tBe
releCant inCoice> for recoCery fro@ cu>to@er>*
Version 8.4 !"#$%#$!!&' Page( 125
Configuration *aseline see
also *aseline'
Confi?uration of a product or >y>te@ e>tabli>Bed at a >pecific point in ti@e3 ABicB
capture> botB tBe >tructure and detail> of tBe product or >y>te@3 and enable> tBat
product or >y>te@ to be rebuilt at a later date*
Configuration Items' CIs'
Co@ponent of an infra>tructure 8 or an ite@3 >ucB a> a "eJue>t for CBan?e3
a>>ociated AitB an infra>tructure 8 ABicB i> 9or i> to be; under tBe control of
Configuration 5anagement* CI> @ay Cary Aidely in co@pleDity3 >iIe and type 8
fro@ an entire >y>te@ 9includin? all BardAare3 >oftAare and docu@entation; to a
>in?le @odule or a @inor BardAare co@ponent*
Configuration 5anagement
'Be process tBat coCer> tBe identifyin?3 controllin?3 @aintainin?3 and Cerifyin? of
confi?uration ite@> 9CI>;3 includin? tBeir Cer>ion>3 con>tituent co@ponent> and
relation>Bip>*
'Be ?oal of Confi?uration Mana?e@ent i> to en>ure tBat only autBoriIed
co@ponent>3 FnoAn a> configuration items3 are u>ed in tBe I' enCiron@ent*
'Be>e confi?uration ite@> >Bould be @onitored and tracFed tBrou?B out tBeir
co@ponent lifecycle*
Customer
OAner of tBe >erCiceG u>ually tBe Cu>to@er Ba> re>pon>ibility for tBe co>t of tBe
>erCice3 eitBer directly tBrou?B cBar?in? or indirectly in ter@> of de@on>trable
bu>ine>> need* It i> tBe Cu>to@er ABo Aill define tBe >erCice reJuire@ent>*
Customer 4elationship
5anagement
'Bi> function Aill be perfor@ed by a co@bination of /erGice +eGel 5anagement
and tBe /erGice 1esk for &DC cu>to@er facin? actiCitie>* 'Be Aill proCide for
@ecBani>@> on /+A ne?otiation> a> Aell a> incidents and change reJue>t>*
1elta 4elease
( partial relea>e tBat include> only tBo>e CI> AitBin tBe relea>e unit tBat Ba>
actually cBan?ed or are neA >ince tBe la>t full or delta relea>e*
.inancial 5anagement
'Be process ABicB i> re>pon>ible for tBe >ound >teAard>Bip of tBe @onetary
re>ource> of tBe or?aniIation* It >upport> tBe or?aniIation in plannin? and
eDecutin? it> bu>ine>> obEectiCe> and reJuire> con>i>tent application tBrou?Bout
tBe or?aniIation to acBieCe @aDi@u@ efficiency and @ini@u@ conflict* 'Bi>
proce>> Aill be defined and deter@ined by tBe (ccountin?
rF?roup*.ull 4elease
(ll co@ponent> of tBe relea>e unit tBat are built3 te>ted3 di>tributed3 and
i@ple@ented to?etBer*
urs of /upport'Be nu@ber of Bour> per day and tBe nu@ber and ABicB day> of tBe AeeF tBat
>upport Aill be proCided 8 re?ular bu>ine>> Bour>* In >o@e ca>e> Bour> of >upport
i> dependent on a?ency field >upport Bour> ABicB @ay be @ore li@ited tBen tBe
&DC Bour> of >upport* Off Bour> are >upported by operation>* Off Bour> are
>upported a> LOn Call &upportM
Incidents'
(ny eCent which i> not part of tBe >tandard operation of a >erCice and which
cau>e>3 or @ay cau>e3 an interruption to3 or a reduction in3 tBe Juality of tBat
>erCice*
Incident 5anagement
'Be process of re>torin? nor@al >erCice operation a> JuicFly a> po>>ible and
Version 8.4 !"#$%#$!!&' Page( 12/
@ini@iIin? tBe adCer>e i@pact on bu>ine>> operation>* 'Bi> Aill en>ure tBe be>t
po>>ible leCel> of >erCice Juality and aCailability are @aintained*
I) /erGice ContinuitE
'Be process en>urin? tBat any I' >erCice can proCide Calue to tBe cu>to@er in tBe
eCent tBat nor@al aCailability >olution> fail*
5etric Mea>urable ele@ent of a >erCice proce>> or function*
5onitor # 5onitoring 'Be actiCity of AatcBin? a particular function in order to a>certain it> >tatu>*
Normal /erGice -peration
&erCice operation para@eter> AitBin a?reed &erCice .eCel (?ree@ent> 9&.(;
li@it>*
-n Call /upport
'Be nu@ber of Bour> per day and tBe nu@ber of day> per AeeF >upport Aill to be
proCided Cia an On8Call co@@unication @ecBani>@ 9cell3 pa?er3 teDt @e>>a?in?3
pBone3 >i?nal flare3 @e?a8pBone3 otBer; ba>ed on tBe a?reed &.(* 'Bi> i> >eparate
fro@ On8&ite >upport ABere tBe re>ource i> pBy>ically located on tBe &DC
pre@i>e> to proCide >upport*
-perational +eGel Agreements
-+A'
(n internal a?ree@ent coCerin? tBe deliCery of >erCice> ABicB >upport tBe I'
or?aniIation in tBeir deliCery of >erCice>*
-perations
urs of /upportDependin? on bu>ine>> reJuire@ent3 >o@e >y>te@> Aill reJuire >upport out>ide tBe
&DC nor@al bu>ine>> Bour>* 'Be>e reJuire@ent> for additional >upport Aill be
part of tBe >erCice leCel a?ree@ent*
ProDlems' %nFnoAn underlyin? cau>e of one or @ore Incidents*
ProDlem 5anagement
'Be process of proactiCely and reactiCely identifyin? trend>3 >eeFin? tBe root cau>e
of incidents3 initiatin? action> to i@ple@ent a AorF8around or re>olution3 and
preCentin? >i@ilar incident> in tBe future* 'Be reactiCe a>pect i> concerned AitB
>olCin? proble@> in re>pon>e to one or @ore incidents* ProactiCe Proble@
Mana?e@ent i> concerned AitB identifyin? and >olCin? proble@> and FnoAn
error> before incidents occur in tBe fir>t place*
Proble@ Mana?e@ent differ> fro@ Incident 5anagement in tBat it >eeF> to
inCe>ti?ate tBe root cau>e of an incident and find tBe >olution* On tBe otBer Band
Incident 5anagement >eeF> to find tBe JuicFe>t Aay of re>torin? >erCice3
potentially tBrou?B a AorFaround ratBer tBan a >olution*
Process
( connected >erie> of action>3 cBan?e> etc* perfor@ed by a?ent> AitB intent of
>ati>fyin? a ?oal*
4elease
( collection of neA and/or cBan?ed Confi?uration Ite@> 9CI>; ABicB are te>ted
and introduced into tBe liCe enCiron@ent to?etBer*
4elease 5anagement
'Be process of coordinatin? and @ana?in? relea>e> to a liCe enCiron@ent* 'Be
proce>> include> plannin?3 analyIin?3 de>i?nin?3 buildin?3 te>tin?3 and deployin?
a bundled relea>e of BardAare and >oftAare to @ultiple cu>to@er> and location>*
Version 8.4 !"#$%#$!!&' Page( 120
Include> relea>e pacFa?e a>>e@bly3 centraliIed and di>tributed >oftAare >tora?e
and Cer>ion control3 @i?ration control3 relea>e preparation and acceptance3
>oftAare and data di>tribution3 and BardAare and >oftAare in>tallation*
4elease Package
( ?roup of relea>e> 9can include botB full and delta relea>e>; pacFa?ed to?etBer
and i@ple@ented concurrently*
4eCuest 5anagement
'Be process to en>ure tBat reJue>t> >ub@itted to tBe &tate Data Center are Bandled
appropriately* 'Bi> function Aill be Bandled by tBe /erGice 1esk and tBe Change
5anagement proce>>*
/erGices'
'Be deliCerable> of tBe I' or?aniIation a> perceiCed by tBe Cu>to@er>* Contain>
one or @ore I' >y>te@> AorFin? to?etBer to enable a Dusiness process*
/erGice AGailaDilitE see also
AGailaDilitE'
(bility of a co@ponent or >erCice to perfor@ it> reJuired function at a >tated
in>tant or oCer a >tated period of ti@e* It i> u>ually eDpre>>ed a> tBe aCailability
ratio3 i*e* tBe proportion of ti@e tBat tBe >erCice i> actually aCailable for u>e by tBe
Cu>to@er> at tBe a?reed upon perfor@ance leCel 9e*?* >y>te@ re>pon>e ti@e;
AitBin tBe a?reed >erCice Bour>*
/erGice 1esk 'Be point of contact AitBin tBe I' or?aniIation for con>u@er> of I' >erCice>*
/erGice +eGel Agreement
/+A'
:ritten a?ree@ent betAeen a >erCice proCider 9e*?* tBe &DC; and tBe Cu>to@er9>;
9e*?* an (?ency;3 tBat docu@ent > a?reed &erCice .eCel> for one or @ore &erCice>*
/erGice +eGel 5anagement
/+5'
'Be process of @aintainin? and i@proCin? I' &erCice Juality tBrou?B a con>tant
cycle of definin?3 a?reein?3 docu@entin?3 @onitorin?3 and reportin? tBe leCel> of
cu>to@er I' >erCice3 tBat are reJuired and co>t Eu>tified* 'Bi> proce>> Aill be
defined and ad@ini>tered by tBe &erCice .eCel Mana?e@ent tea@ AitBin tBe &DC*
/erGice 4esponse )ime
'ar?et ti@efra@e >et for a serGice to perfor@ it> reJuired function at a >tated
in>tant or oCer a >tated period of ti@e* It i> u>ually eDpre>>ed a> >econd> or >ub
>econd> but can be ABateCer ti@e or unit @ea>ure@ent tBat i> appropriate for a
?iCen platfor@*
/upport
urs see urs of/upport'
'Be nu@ber of Bour> per day and tBe nu@ber and ABicB day> of tBe AeeF tBat
>upport Aill be proCided for a ?iCen &erCice .eCel*
/Estem
(n inte?rated co@po>ite tBat con>i>t> of one or @ore of tBe proce>>e>3 BardAare3
>oftAare3 facilitie> and people3 tBat proCide> a capability to >ati>fy a >tated need or
obEectiCe*
/Estem 4esponse )ime
'ar?et ti@efra@e >et for a >y>te@ 9O&3 platfor@3 printer3 etc; co@ponent to
perfor@ it> reJuired function at a >tated in>tant or oCer a >tated period of ti@e* It
i> u>ually eDpre>>ed a> >econd> or >ub >econd> but can be ABateCer ti@e or unit
@ea>ure@ent tBat i> appropriate for a ?iCen platfor@*
)ime to 4espond
'Be a@ount of ti@e aCailable for a re>pon>e to an incident fro@ tBe appropriate
&DC >upport per>onnel* 'Bi> i> tBe ti@e for tria?e on tBe Incident to be?in at a
Version 8.4 !"#$%#$!!&' Page( 12!
@ini@u@*
)ime to 4estore
'Be a@ount of ti@e tBat i> taFen to return a ?iCen >erCice to nor@al leCel> of
perfor@ance fro@ tBe on>et of an Incident to tBe point ABere adeJuate cBecF>
BaCe taFen place to en>ure tBat tBe >erCice Ba> been re>tored*
In >o@e ca>e> ti@e to re>tore i> dependent on a?ency field >upport aCailability3
BardAare replace@ent contract>3 and pBy>ical con>traint> tBat are beyond tBe
control of tBe &DC*
Version 8.4 !"#$%#$!!&' Page( 129
$4. Appendix < – Data Center "oles and "esponsi1ilities .ors+eet
4oles I 4esponsiDilities ?orksheet Purpose
'Bi> AorF>Beet i> intended to be u>ed to >Barpen tBe >tate data center 9&DC; &erCice> De>cription>*
It i> NO' a replace@ent for nor doe> it taFe precedence oCer tBe &DC &erCice> De>cription>* 'Be
docu@ent contain> a @iDture of ta>F> and >erCice> >o@e ABicB are not in >cope of tBe >tate data
center and i> intended to be con>i>tent AitB tBe >erCice> de>cription> of tBe &erCice> Mana?e@ent
AorF?roup* It i> Boped tBat by con>iderin? tBi> broader and @ore ?ranular li>t of I' actiCitie>3 Ae
Aill identify any ?ap> tBat re@ain in our >erCice de>cription>* It i> anticipated tBat portion> of tBi>
docu@ent Aill be included in tBe &erCice .eCel (?ree@ent> 9&.(>; betAeen tBe &DC and tBe
participatin? a?encie>*
#acB actiCity Ba> a leCel of re>pon>ibility a>>i?ned to it tBat i> >uppo>ed to be con>i>tent AitB tBe
&DC &erCice> De>cription>* 'Be >ection beloA eDplain> tBe re>pon>ibility code>* It i> reco@@ended
tBat tBi> docu@ent be reCieAed periodically a> i@ple@entation of tBe &DC approacBe> in order to
facilitate an orderly >tart of operation>* 'Be &erCice> Mana?e@ent AorF?roup >Bould reCieA and
update tBi> docu@ent at tBe conclu>ion of tBeir proce>> definition and Bi?B leCel or?aniIation
definition pBa>e>*
4oles I 4esponsiDilities 5atrix 4eGiew Principles
1* 'Be order of precedence for tBe re>pon>ibilitie> code> i> L"M i> tBe Bi?Be>t leCel of re>pon>ibility3
folloAed by L(M3 and tBen by LCM
2* No one line can BaCe @ore tBan one party BaCin? oCerall re>pon>ibility 9e*?* one L"M per
ta>F/function;
+* 'Be L"M 94e>pon>ible; @ean> tBat tBe party Ba> oCerall
accountability tBat tBe ta>F i> co@pleted*
* 'Be N(N 9Accountable; @ean> tBat tBe party i> to perfor@ tBe eDecution of tBe ta>F ba>ed upon a
procedure or docu@ented >et of reJuire@ent> deCeloped by tBe re>pon>ible party* 'Bi> Aould be
tBe ca>e3 for eDa@ple3 if tBe re>pon>ible party auto@ated a ta>F AitB a >cript and tBe party
a>>i?ned tBe L(M u>ed tBe >cript to perfor@ tBe ta>F*
5* 'Be LCM 9Con>ultatiCe; @ean> tBat tBe party i> re>pon>ible to proCide FnoAled?e3 data3
opinion>3 reco@@endation>3 ?uidance3 approCal3 concurrence3 direction3 in>truction>3 etc*3 before
tBe ta>F can be co@pleted
4oles I 4esponsiDilities 5atrix Assumptions
1* 'Be >erCice> to be deliCered by tBe &DC are tBo>e docu@ented in tBe &DC &erCice>
De>cription> a> created by tBe CNIC &erCice Mana?e@ent AorF?roup*
6eneric 4ACI 1efinitions
4 Q 4esponsiDle 8 oAn> tBe proble@ / proEect
A Q to ABo@ N"N i> AccountaDle 8 ABo @u>t >i?n off 9(pproCe; on AorF before it i> effectiCe
C Q to be Consulted 8 Ba> infor@ation and/or capability nece>>ary to co@plete tBe AorF
I Q to be Informed 8 @u>t be notified of re>ult>3 but need not be con>ulted
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G
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"#$I!" !O%T#O&
'( ervice Desk
1* #rovide central point o" contact "or request and pro$lem mgmt 0itin
S(C
R
2* Enter requests into appropriate trac1ing s&stem R
>* (evelop or acquire necessar& s1ills to ans0er as man& questions on
!rst call as possi$le
R
?* %ssess request criticalit& R C
@* %ssess request "or te S(C e2ort required R
A* #rioriti7e request R C
B* %ssign responsi$ilit& "or request completion R
C* Coordinate request sceduling C R
D* #rovide status o" request to agenc& elp des1 or autori7ed agenc&
contact
R
1E* Noti"& agenc& elp des1 or autori7ed agenc& contact o" request
completion
R
11* S(C service des1 closes requests in te trac1ing s&stem C R
12* Fenerate and ma1e availa$le per"ormance reports "rom request
data$ase
C R
1>* 4pdate+ trac1+ report and maintain request status on request trac1ing
s&stem
R
)( Applications Pro*lem Management
1* Enter pro$lem into appropriate agenc& trac1ing s&stem R
2* %ssess pro$lem severit& R C
>* #rioriti7e pro$lem R C
?* %ssign responsi$ilit& "or pro$lem completion R %
@* (etermine pro$lem resolution or 0or16around alternatives R %
A* %ssist in trou$lesooting 0it tecnical input regarding computing
environment
R
B* Escalate pro$lems as necessar& according to procedures "rom S.% R %
C* %genc& tier 1 'elp (es1 9or autori7ed agenc& contact: noti!es user o"
pro$lem completion and con!rm user satis"action
R C
D* %genc& Tier 1 'elp (es1 closes pro$lem in te trac1ing s&stem R
1E* Fenerate and ma1e availa$le per"ormance reports "rom pro$lem
data$ase
R C
+( User Administration #e,uests
1* 4ser Trac1ing 6 receives personnel emplo&ment activit& in"ormation
"rom 'R
R C
2* )aintain personnel emplo&ment activit& in"ormation "rom 'R R C
>* 4ser (ocumentation < Noti!cation G documents user access levels+
periodicall& noti!es appropriate parties
R C
?* 4ser Securit& Froup )aintenance 6 maintains group pro!les C R
@* (e!ne overall application securit& polic&/permissions R C
A* (e!ne ne0 user request and approval procedures R C
B* Create ne0 users in #roduction C R
C* Create ne0 users in non6production environments 9S(C ma& suppl&
scripts:
% R
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"#$I!" !O%T#O&
"#$I!" D"&I$"#Y
-stems Management
.( Production c/eduling 0 Manages da-0to0da- processing
sc/edule1 veri2es production activities are
performed/controlled
1* (e!ne $usiness requirements governing production 8o$ scedule R
2* (e!ne production 8o$ scedule R C
>* (e!ne 8o$ dependencies R C
?* )aintain scedule in"ormation in te sceduling tool C R
@* %d8ust scedule to account "or "ailures and dela&s R %
A* (e!ne parameters "or production 8o$s R C
B* E-ecution o" sceduled 8o$s R
C* )onitor sceduled 8o$ e-ecution and report "ailures R
D* %ssess impact o" "ailed 8o$s R C
1E* (e!ne o0 to recover/roll$ac1 "rom "ailed 8o$s R C
11* E-ecute recover&/roll$ac1 "rom "ailed 8o$s using pre6de!ned
procedures
% R
12* Terminate/cancel 8o$s per requests or pre6de!ned procedures C R
1>* ,eri"& 8o$ e-pected results R %
3( Output Management 0 Monitors all output
generation/distri*ution
1* Collect and communicate requirements "or electronic output R C
2* #rint $ursting+ Hpigeon olingI and mailing $& e-isting processes and
procedures
R
4( Performance Measurement and #eporting
1* %nal&7e and report computing resource usage trends C R
2* Fenerate and disseminate reports related to S.% metrics R
5( Monitoring
1* (e!ne event noti!cation and escalation procedures "or ard0are
events
C R
2* (e!ne event noti!cation and escalation procedures "or OS events C R
>* (e!ne event noti!cation and escalation procedures "or data$ase
events
R %
?* (e!ne event noti!cation and escalation procedures "or applications
events
R C
@* )onitor environment "or events and "ollo0 noti!cation and escalation
procedures
R
A* .og events R
B* )onitor te success/"ailure o" te startup/sutdo0n processes R
C* )onitor $ac1up processes R
D* )onitor restoration processes as requested R
1E* )onitor success/"ailure o" sceduled 8o$s R
11* )onitor "or application per"ormance pro$lems R
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6( Infrastructure !/ange !ontrol
1* (e!ne/)aintain Cange Control process and procedures C R
2* Enter cange into trac1ing s&stem C R
>* Su$mit Cange Control requests "or applications R C
?* Su$mit Cange Control requests "or in"rastructure C R
@* (ocument results o" cange request C R
7( Migration !ontrol 0 !oordinating t/e movement and
maintaining t/e integrit- of a release package 8/ile in t/e
non0production environments1 *efore a c/ange is read- to *e
deplo-ed to a production environment
1* Release #ac1age %ssem$l& 6 5undles te requirement components o" a
release+ and veri!es tat it is correct and complete
R C
2* Release #ac1age Integrit& 6 veri!es tat te canges in te enterprise
environment 9e*g* non6production and test envs: are s&ncroni7ed
90it #roduction: in order to veri"& a success"ul cange/release
R C
>* ,ersion Control Implementation 6 veri!es tat te multiple entities
0ic ma1e up te release pac1age are versioned and controlled
R C
?* Test Environment )igration R C
@* Success"ul Release #ac1age Con!rmation 6 veri!es tat tested release
pac1ages are stored/$ac1ed up prior to release*
R C
A* Release #ac1age )igration Noti!cation 6 veri!es tat access to tested
releases "or distri$ution to te production 9staging: environment are
availa$le to tose 0o require access
R C
B* Cange 5ac16out < Contingenc& #lanning 6 veri!es tat $ac1out plans
and contingenc& plans are in place in te event tat pro$lems arise
R %
Migrations 9et8een %on0Production "nvironments
C* Con!guration migration 9data: R
D* )igration o" data$ase o$8ects 9S(C ma& suppl& scripts/JC.: % R
1E* Code and program migrations e-ternal to data$ase R
11* %ddress migration pro$lems R
12* (ocument migration activities R
To and :it/in Production "nvironments
1>* Con!guration migration to #roduction 9data: R %
1?* )igration o" data$ase o$8ects C R
1@* Code and program migrations e-ternal to data$ase R %
1A* %ddress migration pro$lems R %
1B* (ocument migration activities R C
';( Post Deplo-ment upport 0 Planning in advance for a
/eig/tened level of service support directl- after deplo-ment
of c/ange
1*
#ost Conversion Support 6 #rovides additional support resources and
sort6term processes to assist te e-isting support organi7ation 0it
andling user requests and issues quic1l&
R %
2* #ost Conversion Revie0 6 Revie0s te conversion/deplo&ment e2ort
once deplo&ment is complete
R C
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"#$I!" !O%T#O&
!UTOM"# "#$I!" MA%AG"M"%T
ervice Management
''( Infrastructure ervice Management
1* )anage dail& activities and communications R
2* #rioriti7e and approve ma8or service requests R C
>* Receive+ monitor and report status o" service requests R
?* Estimate time and+ as appropriate+ costs "or service requests % R
@* (evelop $usiness 8usti!cation "or service requests+ enancements+
pro8ects+ etc*
R C
A* #rovide montl& Service Request status reporting C R
B* Conduct IT Steering Committee )eetings C R
C* Conduct 4ser Committee )eetings C R
D* (evelop and document service level targets R %
1E* #rovide service level reporting % R
Planning ervices
')( Agenc- IT Management and Planning
1* %lign IT strateg& 0it $usiness strateg& R
2* #roduce long range applications plan R C
>* %pplication %rcitecture #lanning 6 (e!nes te applications needed+
teir application requirements+ per"ormance model+ and te
application distri$ution approac needed to ena$le te $usiness
capa$ilities
R
?* (ata %rcitecture #lanning 6 (e!nes te data needed+ te data
de!nitions+ per"ormance model+ and te data distri$ution approac
needed to ena$le te $usiness capa$ilities
R C
@* Tecnolog& %rcitecture #lanning 6 (e!nes te enterpriseKs tecnolog&
arcitecture $lueprints and te per"ormance model required to ena$le
te application $lueprints in delivering te $usiness capa$ilities
R C
A* #rovide IT capital "orecast and e-pense $udget R C
'+( Performance and !apacit- Planning
1* )anage application per"ormance and identi"& per"ormance issues R C
2* )anage s&stem and data$ase 9non6application speci!c+ e*g* stored
procedure per"ormance: per"ormance issues 9#roduction:
% R
>* )anage s&stem capacit& R
?* #rovide trend anal&sis as input to capacit& "orecasting R
@* (evelop capacit& plan $ased on requirements 9users+ ne0 apps* etc*: C R
'.( Disaster #ecover- (Note: This is Still Under Consideration by
the CNIC Steering Committee)
1* (etermine disaster recover& requirements $ased on $usiness needs R
2* (evelop disaster recover& plan to meet %genc& requirements R C
>* (evelop S(C internal procedures to accommodate S(CKs
responsi$ilities as per %genc&Ks disaster recover& plan
C R
?* (evelop disaster recover& procedures 9application testing: R C
@* #er"orm ris1 assessments R C
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A* Revie0 disaster recover& plans 0it management R C
B* E-ecute disaster recover& tests 9s&stems: C R
C* E-ecute disaster recover& tests 9application: R C
DOMAI% MA%AG"M"%T
'3( Data*ase Management
%on0Production "nvironments
1* Create p&sical data$ase o$8ects C R
2* )anage data$ase storage usage C R
>* )anage ne-t e-tent si7es C R
?* #er"orm data$ase pro!le modi!cations as required C R
@* #er"orm data$ase reorgani7ations C R
A* #er"orm data$ase/ta$le copies R
B* 5ac1up data$ase arcive logs to tape R C
C* #lan/de!ne data$ase imports/e-ports R
D* #er"orm data$ase imports/e-ports R
1E* #er"orm (5)S upgrades C R
11* %ssist development team in optimi7ing SL. statements 9inde-es+
selects etc*:
R
Production "nvironments
12* Create p&sical data$ase o$8ects C R
1>* )anage data$ase storage usage C R
1?* )anage ne-t e-tent si7es C R
1@* #er"orm data$ase securit& pro!le modi!cations as required C R
1A* (etermine data$ase reorgani7ation scedule R C
1B* Setup data$ase reorgani7ation processes and monitor e-ecution C R
1C* 5ac1up data$ase arcive logs to tape C R
1D* Resolve (ata$ase Tecnical pro$lems C R
2E* Create logical data$ase o$8ects 9vie0s+ inde-es+ etc: 9Tis depends on
i" an agenc& as requested logical (5% services
21* Resolve (ata$ase .ogical pro$lems 9Tis depends on i" an agenc& as
requested .ogical (5% services:
22* Create and maintain data models 9Tis depends on i" an agenc& as
requested .ogical (5% services:
2>* 4pdate and maintain agenc& data dictionar& 9Tis depends on i" an
agenc& as requested .ogical (5% services:
2?* #lan/de!ne data$ase imports/e-ports R C
2@* #er"orm data imports/e-ports as necessar& R
2A* #er"orm (5)S upgrades 9S(C discretionar& and/or su$8ect to Cange
Control:
C R
2B* %ssist development team in optimi7ing SL. statements 9inde-es+
selects etc*:
9Tis depends on i" an agenc& as requested .ogical (5% Services:
'4( Application Installs
%on0Production "nvironments
1* Install application so"t0are R C
2* .oad pre6con!gured clients+ templates and/or scripts in support o" te R C
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pro8ect
>* Create initial pro8ect speci!c clients R C
?* (etermine !le s&stem requirements R C
@* (etermine unique operating s&stem parameters R C
A* Implement unique operating s&stem parameters C R
B* Setup application so"t0are users R C
C* O$tain application so"t0are license 1e&s i" required R C
D* Con!gure initial memor& management C R
1E* .oad standard data$ase delivered on install C(Ks or import data$ase
cop& and con!gure
C R
11* Setup 0or1 process and operations mode de!nitions R C
12* Install application so"t0are "ront6end on #C R C
1>* Test application so"t0are installation R C
Production "nvironments
1?* (esign/determine initial !le s&stem requirements during initial install R C
1@* ,alidate+ approve and e-ecute te initial creation o" !le s&stems C R
1A* )anage OS !le s&stems R
1B* (etermine initial values "or OS parameters during install R C
1C* ,alidate and approve OS s&stem parameters C R
1D* )anage OS parameters C R
2E* Setup application so"t0are+ %dmin users and I(Ms at te OS and (5
.evel
C R
21* Con!gure initial memor& management on server9s: C R
22* Setup 0or1 process and operations mode de!nitions+ $atc servers+
!le servers+ etc*
C R
2>* Test application installation R C
'5( Application Performance and Tuning
1* Identi"& end6user per"ormance pro$lems R C
2* #rovide application per"ormance anal&sis R C
>* (etermine optimal per"ormance settings "or application parameters
9Non6#roduction:
R C
?* (etermine optimal per"ormance settings "or application parameters
9#roduction:
R C
@* Con!gure application tuna$le parameters 9%genc& at te applications
level+ S(C at te ard0are and OS level as de!ned $& %genc&:
R %
A* )onitor per"ormance ad8ustments "or teir e2ectiveness 9%genc& at
te applications level+ S(C at te ard0are and OS level:
R %
B* Trac1 results o" application settings and parameter canges 9%genc& at
te applications level+ S(C at te ard0are and OS level as de!ned $&
%genc&:
R %
C* )anage 0or1load $alancing 9%genc& at te applications level+ S(C at
te ard0are and OS level:
R %
D* Support application team in resolution o" app* per"ormance pro$lems R
%on0Production "nvironments
1E* )odi"& application parameters R
11* )odi"& data$ase parameters 9S(C ma& suppl& scripts/JC.: % R
12* %pplications upgrades R
Production "nvironments
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1>* )odi"& application parameters R %
1?* )odi"& data$ase parameters C R
1@* %pplications upgrades R %
'6( Infrastructure upport
P/-sical ite Management * #rioriti7e and approve ma8or service requests R C
?* (etermine in"rastructure pro8ects 9S(C #ro8ects: tat must $e
completed to satis"& service requests
C R
@* (evelop $usiness 8usti!cation "or ne0 in"rastructure pro8ects R C
A* #rovide montl& status reporting R
B* %ttend IT Steering Committee meetings R
C* (evelop %nnual IT #lans "or %genc& R C
D* (evelop %nnual IT S(C #lan 9$ased on input "rom %genc& IT #lans: C R
1E* (evelop Service .evel %greements C R
11* Report on service level agreements % R
)+( >ard8are Management
1* )anage assets tat are in CNIC scope R
2* Identi"& potential "ailures and recommend solutions R
>* (evelop ard0are maintenance strateg& 9servers reside at S(C tus
overall responsi$ilit& to develop/maintain '3:
C R
?* Revie0 ard0are maintenance plans 0it management C R
@* Scedule ard0are maintenance C R
A* E-ecute preventative+ sceduled and 0arrant& required maintenance R
B* Test components tat ave received maintenance R
C* Trac1 sceduled maintenance o" components R
D* )anagement o" vendor relationsips and >
rd
part& contracts R
).( %et8ork Management
&ocal Area %et8ork Management ? Agenc- ite
1* )anage p&sical net0or1 elements 9circuits+ !re0alls+ routers+
s0itces and ca$ling:*
C R
2* )anage logical net0or1 components suc as net0or1 protocols R
>* #rovide net0or1 capacit& recommendations C R
?* #lanning and e-ecution o" tecnolog& installations and upgrades C R
@* Identi"& potential "ailures and recommend solutions C R
A* Trou$lesoot outages 9tis includes coordinating vendor 0or1: C R
B* (evelop ard0are maintenance strateg& R
C* Revie0 ard0are maintenance plans 0it management R
D* )anagement o" vendor relationsips and >
rd
part& contracts C R
1E* Implementation o" securit& rules C R
&ocal Area %et8ork Management ? D! ite
11* )anage p&sical net0or1 elements 9circuits+ !re0alls+ routers+
s0itces and ca$ling:*
C R
12* )anage logical net0or1 components suc as net0or1 protocols R
1>* Capacit& planning C R
1?* #lanning and e-ecution o" tecnolog& installations and upgrades C R
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1@* Identi"& potential "ailures and recommend solutions C R
1A* Trou$lesoot outages 9tis includes coordinating vendor 0or1: C R
1B* (evelop ard0are maintenance strateg& R
1C* Revie0 ard0are maintenance plans 0it management R
1D* )anagement o" vendor relationsips and >
rd
part& contracts C R
2E* Implementation o" securit& rules R
:ide Area %et8ork Management
21* )anage p&sical net0or1 elements 9circuits+ !re0alls+ routers+
s0itces and ca$ling:*
C R
22* )anage logical net0or1 components suc as net0or1 protocols R
2>* )anage all net0or1 providers to agree upon service levels C R
2?* ,alidate all net0or1 provider invoices C R
2@* Capacit& planning C R
2A* #lanning and e-ecution o" tecnolog& installations and upgrades C R
2B* )anage net0or1 contracts to assure a cost e2ective solution C R
2C* Recommend improvements to te 3%N "or qualit& or cost reasons C R
2D* Identi"& potential "ailures and recommend solutions C R
>E* Trou$lesoot outages 9tis includes coordinating vendor 0or1: C R
>1* (evelop net0or1 ard0are maintenance strateg& R
>2* Revie0 net0or1 ard0are maintenance plans 0it management R
>>* )anagement o" vendor relationsips and >
rd
part& contracts C R
>?* Implementation o" securit& rules C R
)3( torage Management
1* (evelop and maintain te storage management arcitecture C R
2* (e!ne data requirements+ !le and data$ase la&outs R C
>* %llocate and con!gure storage C R
?* )onitor storage utili7ation and noti!cation o" pending constraints C R
@* Speci"&ing and order storage devices and media C R
A* )aintenance o" storage device related so"t0are and micro6code R
B* (e!ning requirements "or tapes related to development pro8ects R C
C* )aintenance o" a scratc tape pool C R
D* Registering tapes and tape li$rar& maintenance C R
1E* )anagement o" o2site tape rotation C R
11* (e!nition o" media destruction requirements R
12* )edia destruction in accordance 0it requirements C R
1>* Tape la$eling and trac1ing C R
)4( ervers
1* Server installations C R
2* Server decommissioning C R
>* #lanning "or agenc& requested upgrades consistent 0it cange
control process
C R
)5( Operating -stems * S&stem so"t0are upgrades C R
?* (etermine optimal per"ormance settings "or OS parameters C R
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Computing and Networing Infrastructure Consolidation
Task/Function A
G
Y
D
!
"#$I!" !O%T#O&
9#roduction:
@* Con!gure OS parameters C R
A* )onitor per"ormance monitoring+ tuning and montl& reporting % R
B* Trac1 results o" OS settings and parameter canges R %
C* Trou$lesoot OS pro$lems R
D* Coordinate and manage te e2orts o" vendors to resolve OS issues C R
1E* %ppl& patces C R
)6( !I! ervices
1* Creation o" CICS ta$le entries necessar& "or ne0 or modi!ed
transactions
C R
2* E-ecution o" CICS "unctions necessar& to create or update a
transaction
C R
>* %ssist in coding CICS commands C R
?* %ssist in creating screen maps C R
)7( !onsulting ervices
1* (evelop a procedure "or requesting consulting services C R
2* Follo0ing agreed upon procedure in requesting consulting services R
>* %ssist 0it application anal&sis and design $& providing tecnical
e-pertise
C R
?* Tecnical assistance 0it s&stem integration C R
@* #rotot&ping application con!guration C R
A* Tecnical assistance 0it de$ugging and per"ormance issues C R
B* %ssistance 0it so"t0are installs C R
C* #rovide trans"er o" 1no0ledge/in"ormation sessions C R
D* #rovide general tecnical advise in order to optimi7e cost e2ectiveness
o" in"rastructure managed $& te S(C
C R
+;( ecurit- Management
1* (e!ne securit& requirements and rules R C
2* Implement securit& controls % R
>* Implement and maintain secured ,#N capa$ilit& C R
?* )aintain pass0ords and manage access controls C R
@* Implement and manage !re0all access C R
A* (e!ne securit& monitoring requirements 9incident de!nition+
noti!cation procedures+ etc:
R C
B* In"rastructure securit& monitoring C R
C* Respond to incidents "ollo0ing agreed upon process and procedures C R
D* Encr&ption o" traNc $et0een S(C and agenc& sites 9O#TION%. S(C
SER,ICE:
C R
1E* Implementing and maintaining secured storage "or agenc& data
9O#TION%. S(C SER,ICE:
C R
11* E-ecuting secured transmittal o" agenc& data 9O#TION%. S(C
SER,ICE:
C R
+'( Asset Procurement and Maintenance !ontracts
1* (es1tops/0or1stations R
2* (es1top application and OS so"t0are R
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Computing and Networing Infrastructure Consolidation
Task/Function A
G
Y
D
!
"#$I!" !O%T#O&
>* .ocal %rea Net0or1 ard0are at S(C R
?* .ocal %rea Net0or1 ard0are at %genc& "acilities R
@* 3ide %rea Net0or1 ard0are at S(C R
A* 3ide %rea Net0or1 ard0are at %genc& "acilities R
B* Net0or1 Operating S&stem so"t0are at S(C R
C* Net0or1 Operating S&stem so"t0are at %genc& "acilities R
D* Service (es1 so"t0are at S(C R
1E* Net0or1 and server maintenance+ including ca$ling+ at agenc&
"acilities
C R
11* 'elp (es1 so"t0are at %genc& "acilities R
12* Servers and storage devices in S(C C R
1>* Operating s&stems "or servers C R
1?* %pplication so"t0are R
1@* (ata$ase so"t0are C R
1A* Operational management tools "or servers and net0or1 9.%N mgmt+
3%N mgmt+ Server mgmt+ etc*:
R
1B* Consuma$le media C R
1C* %pplication development so"t0are and tools R
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Computing and Networing Infrastructure Consolidation
$". Appendix # – Pro=ect .orplan
'Be ProEect
rFplan i> @aintained in @ultiple Micro>oft ProEect plan> linFed to?etBer*$&. Appendix / – Pro=ect Lift Plan Template
ProEect lift plan te@plate Aill be deCeloped durin? tBe (rcBitecture pBa>e prior to tBe fir>t detail
de>i?n effort*
$>. Appendix : 3 Identified -ptimiJation -pportunities
'Bi> >ection outline> additional opportunitie> for tBe >tate to opti@iIe it> data center enCiron@ent*
'Be>e opportunitie> are po>>ible proEect> out>ide tBe >cope of tBe data center con>olidation a> a
@ean> to increa>e efficiencie> and ?enerate added >aCin?>* #acB opportunity de>cribe> tBe effort
of eitBer co@pletin? tBe opti@iIation or co@pletin? an a>>e>>@ent tBrou?B ABicB tBe opportunity
can be fully analyIed and tBe co>t/benefit analy>i> can be under>tood*
$>.0. 5ainframe 5IP/ 4eduction Project
It i> adCi>able to initiate a proEect to reduce tBe total nu@ber of utiliIed MIP&* 'Be rea>on> for
tBi> proEect are:
• 'Be purcBa>e of a @ainfra@e for con>olidation Aill occur AitBin tBe neDt year* ( reduction
in tBe nu@ber of MIP& utiliIed @ay reduce tBe >iIe of tBe @ainfra@e 9Potential Co>t
&aCin?;*
• "eduction in tBe in>talled MIP& on tBe con>olidation @ainfra@e Aill BaCe a beneficial
i@pact on >oftAare licen>in? cBar?e> 9Potential Co>t &aCin?;*
• If tBe reduction in tBe nu@ber of MIP& i> in>ufficient to cau>e a reduction in BardAare
reJuire@ent>3 tBe MIP& reduction at lea>t eDtend> tBe ti@e before tBe fir>t up?rade i>
reJuired 9Co>t (Coidance;*
• 'Be D-& @ainfra@e Aill be runnin? clo>e to capacity AitBin a year* ( reduction in MIP&
utiliIed on tBi> @acBine Aould Belp >u>tain it> u>eful life until D-& i> @oCed onto tBe neA
con>olidation @ainfra@e* 9"i>F "eduction and Potential Co>t (Coidance;*
'Be para@eter> of tBi> proEect are a> folloA>:
• 'Be e>ti@ated duration Aould be approDi@ately tBree @ontB>*
• 'Ao eDternal >ubEect @atter eDpert> Aould be u>ed AitB deep eDperti>e in >y>te@ tunin?*
BetAeen tBe@3 tBe>e eDpert> @u>t BaCe >y>te@ pro?ra@@in? >Fill>3 under>tand BoA
pro?ra@> eDecute in a IO& enCiron@ent3 BaCe eDperience AitB tBe COBO. pro?ra@@in?
lan?ua?e and BaCe eDperience AitB DB23 IM&/DB and data acce>> @etBod>*
• 'Be ?oal Aould be to reduce oCerall MIP& con>u@ption by 10R and reduce MIP&
con>u@ption on tBe D-& @ainfra@e by 5R*
• ,or application tunin?3 an appropriate tool3 >ucB a> &trobe fro@ Co@puAare3 @u>t be
purcBa>ed and in>talled*
,ro@ a bu>ine>> ca>e per>pectiCe3 tBe current >pendin? FnoAn to tBe CNIC proEect for @ainfra@e
i> approDi@ately S10M annually for a co@bined in>tall ba>e of !!+ MIP&* (>>u@in? tBat !0R of
tBo>e MIP& are utiliIed 900! MIP&;3 tBe >tate i> >pendin? approDi@ately S13000 per u>ed MIP&*
( >aCin?> of 10R 900 MIP&; of tBe u>ed MIP& eJuate> to a >aCin?> of S9!!3000 annually* :Bile
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Computing and Networing Infrastructure Consolidation
tBi> calculation doe> not taFe into account tBe fact tBat @ainfra@e BardAare capacity i> >old in
di>crete incre@ent> of MIP&3 it doe> ?iCe an indication of tBe potential for >aCin?>*
'Be Bi?B leCel approacB to obtainin? tBe>e >aCin?> con>i>t> of tBe folloAin? >tep>:
• Deter@ine tBe top 10 CP% con>u@er> on eacB of tBe @ainfra@e>* 'Bi> can be done u>in?
eDi>tin? tool>*
• Mer?e and >ort tBe li>t to produce tBe top 10 CP% con>u@er> acro>> all @ainfra@e>
• Perfor@ analy>i>* Proceedin? fro@ lar?e>t to >@alle>t3 identify and e>ti@ate >aCin?>
opportunitie> and tBe AorF reJuired to realiIe tBe e>ti@ated >aCin?>*
• Meet AitB Pro?ra@ Mana?er in order to a>>e>> potential >aCin?> and a @aFe L?o/no ?oM
deci>ion
• #Decute tBe AorF nece>>ary to acBieCe tBe >aCin?>
• Mea>ure and co@pare to initial li>t of top 10 CP% con>u@er>
• If a 5R reduction in CP% utiliIation on tBe D-& @ainfra@e Ba> not been acBieCed3
proceed doAn tBe D-& li>t of top 10 con>u@er>3 identifyin? >aCin?> opportunitie>
• Meet AitB Pro?ra@ Mana?er and @aFe a L?o/no ?oM deci>ion ba>ed on co>t/benefit
• #Decute tBe AorF nece>>ary to acBieCe tBe >aCin?>
• Mea>ure and co@pare AitB tBe ori?inal 10 CP% con>u@er> li>t on tBe D-& @ainfra@e
$>.$. )elecom ,xpense 5anagement Project
'Be >tate Aill benefit fro@ a co@preBen>iCe 'eleco@ #Dpen>e Mana?e@ent 9'#M; initiatiCe*
(ccenture Ba> >ucce>>fully created and eDecuted '#M proEect> tBat identify3 capture3 and deliCer
i@@ediate co>t reduction> ABile deCelopin? a pro?ra@ to acBieCe lon?8ter@ >aCin?> AitB tBe
nece>>ary tool> and proce>>e> to en>ure proactiCe teleco@ @ana?e@ent*
(ccentureH> eDperience AitB '#M en?a?e@ent> >BoA> a typical >aCin?> of betAeen 10R and 20R
of oCerall teleco@ eDpenditure>* ( co@plete '#M initiatiCe:
• Correct> teleco@@unication> Cendor error> and recoup> @oney
• )enerate> >aCin?> to fund otBer pro?ra@>
• &i@plifie> teleco@ billin? co@pleDitie>
• (ddre>>e> teleco@ inCentory @ana?e@ent cBallen?e>
• (ddre>>e> inaccurate co>t allocation
• #nBance> labor8inten>iCe and >Fill8inten>iCe proce>>e>
&eCeral Fey criteria of an enterpri>e teleco@ enCiron@ent identify a reali>tic tar?et for '#M
>aCin?>* 'Be >tate @eet> tBe criteria3 ABicB include:
• .acF of a for@al teleco@ inCentory @ana?e@ent >y>te@
• (nnual teleco@ eDpenditure> oCer S10M
• .acF of proactiCe auditin? of teleco@ billin?
• I@@inent eDpiration of carrier contract>
• Poor teleco@ >pend Ci>ibility
'Be current under>tandin? of tBe >tateH> teleco@@unication> enCiron@ent i> tBat tBe annual
teleco@ >pendin? i> approDi@ately S12*5M3 S+*0M of ABicB i> contained AitBin tBe >cope of tBe
Version 8.4 !"#$%#$!!&' Page( 1+
Computing and Networing Infrastructure Consolidation
CNIC proEect* Ba>ed on tBi>3 and our eDperiential e>ti@ate> of a 10R820R >aCin?>3 Ae e>ti@ate
tBat tBe >tate could ?ain tBe folloAin? financial benefit> Cia a '#M initiatiCe:
• (nnual >aCin?> AitBin tBe CNIC >cope of S+0048S004 9>aCin?> of S+004 Aa> included
in tBe CNIC bu>ine>> ca>e due to '#M;
• (nnual >aCin?> out>ide of tBe >cope of CNIC of S1*25M8S2*5M 9tBe>e >aCin?> BaCe not
been con>idered in tBe CNIC bu>ine>> ca>e;
( '#M en?a?e@ent con>i>t> of a Dia?no>tic PBa>e and a 'ran>for@ation PBa>e* 'Be Dia?no>tic
PBa>e i> a 8/ AeeF detailed a>>e>>@ent3 includin? a reCieA of tBe >tateH> teleco@ infra>tructure3
contract>3 and billin?* 'Bi> pBa>e proCide> a bu>ine>> ca>e to bencB@arF tBe teleco@ >aCin?> and
tBe >cope of tBe tran>for@ation AorF* 'Be co>t of tBi> pBa>e could be credited bacF to tBe >tate if
tBe proEect @oCe> into tBe 'ran>for@ation PBa>e under a ?ain8>Barin? contract*
'Be 'ran>for@ation PBa>e i> a +8/ @ontB i@ple@entation ba>ed on tBe findin?> of tBe Dia?no>tic
PBa>e* 'Bi> pBa>e deliCer> i@@ediate >aCin?> and tBe proce>>/or?aniIational @ean> to effectiCely
@ana?e teleco@ eDpen>e> ?oin? forAard* (ctiCitie> in tBe 'ran>for@ation PBa>e @ay include
contract reCieA/rene?otiation3 proce>> rede>i?n3 or?aniIational rede>i?n3 and auto@ation* 'Be
'#M 'ran>for@ation PBa>e i> typically contracted on a ?ain8>Bare ba>i>3 accordin? to actual
>aCin?> realiIed*
$>.%. 1irectorE /erGices Consolidation Project
Directory &erCice> i> an inte?ral co@ponent of tBe >olution> an enterpri>e data center >Bould offer
it> client>* It i> adCi>able to initiate a proEect to @i?rate and con>olidate tBe CNIC a?encie>H
eDi>tin? directory >erCice>3 includin? :indoA>3 NetAare3 and any otBer>* It i> reco@@ended to
con>olidate all directory >erCice> to a >in?le platfor@3 liFe Micro>oft (ctiCe Directory* 'Be ?oal>
of tBi> proEect are:
• "eduction in tBe nu@ber of directory >erCice> do@ain> to @ana?e and @aintain 9Potential
Co>t &aCin?;
• Potential reduction in tBe total co>t of oAner>Bip of a?ency de>Ftop> and >erCer> ABen
utiliIin? (ctiCe Directory >erCice> >ucB a> )roup Policie> for >oftAare di>tribution and
policy @ana?e@ent3 inte?rated dyna@ic DN&3 file and print >erCice> includin? directory
publi>Bed printer>3 application inte?ration AitB (D for >in?le >i?n on3 and @any @ore
9Potential Co>t &aCin?;
• (lloA for a con>olidation of @e>>a?in? 9e@ail;; >erCice> onto a >in?le platfor@ 9Potential
Co>t &aCin?;
• ,eAer >erCer> are needed to >upport tBe directory >erCice> infra>tructure 9Co>t &aCin? and
Co>t (Coidance;
Ba>ed on preCiou> eDperience AitB directory >erCice> con>olidation> and @i?ration>3 a reduction
of 05R of do@ain> i> liFely3 alon? AitB a reduction of tBe a>>ociated BardAare for tBo>e do@ain>*
'Be current >pendin? on directory >erCice> and it> upFeep are unFnoAn to tBe CNIC proEect tea@*
( co@plete a>>e>>@ent of tBe >tateH> current directory >erCice> enCiron@ent includin? a bu>ine>>
ca>e to Juantify potential >aCin?> Aould taFe approDi@ately 8/ AeeF>* 'ypical annual co>t
>aCin?> for tBi> type of effort ran?e fro@ 10R 8 20R*
'Be Bi?B8leCel approacB to con>olidatin? directory >erCice> Aould con>i>t of tBe folloAin? >tep>
• InCentory tBe eDi>tin? :indoA> and NoCell directorie> and collect reJuire@ent>
Version 8.4 !"#$%#$!!&' Page( 1
Computing and Networing Infrastructure Consolidation
• (>>e>> current directory >erCice> enCiron@ent3 build bu>ine>> ca>e
• "eCieA a>>e>>@ent AitB Pro?ra@ Mana?er> and @aFe L?o/no ?oM deci>ion
• De>i?n tBe neA directory >erCice> >tructure
• #Decution plan for directory >erCice> build out3 con>olidation3 and @i?ration
• Plan> for "etire@ent/repurpo>e of unneeded infra>tructure >erCer>
Once tBe directory >erCice> are con>olidated3 an e@ail con>olidation can be perfor@ed tBat Aill
furtBer reduce @aintenance and >upport co>t>* &ee tBe neDt >ection Me>>a?in? 9#@ail;
Con>olidation ProEect for detail> on tBi> effort*
$>.4. 5essaging ,mail' Consolidation Project
In conEunction AitB tBe directory >erCice> con>olidation proEect3 tBe >tate Aill al>o benefit fro@ a
@e>>a?in? 9e@ail; con>olidation effort* Con>olidatin? to a >in?le @e>>a?in? platfor@3 liFely
Micro>oft #DcBan?e 200+3 acro>> a?encie> proCide> @any benefit> and co>t >aCin?>* 'Bi> effort
Aill tie in Cery clo>ely AitB tBe directory >erCice> proEect in tBat #DcBan?e 200+ relie> BeaCily on a
>olid :indoA> 200+ (ctiCe Directory infra>tructure* ( con>olidated @e>>a?in? platfor@ can
proCide tBe folloAin? benefit>:
• Con>olidated application licen>e> and reJuired @iddleAare
• "educed Belp de>F co>t>
• "educed @aintenance co>t>
• I@proCed co@@unication a@on? e@ployee>3 cu>to@er>3 partner>
• Increa>ed cu>to@er >ati>faction AitB >tability 9C>* unplanned doAnti@e;
• Mini@iIed Lfru>tration factorM a@on? e@ployee> ABo can noA co@@unicate ea>ily
• I@proCed productiCity a@on? @obile/re@ote u>er> ABo noA BaCe acce>> to Lreal8ti@eM
infor@ation ABile aAay fro@ tBe office
Con>olidatin? to #DcBan?e 200+ >pecifically Aill proCide tBe folloAin? benefit>:
• Micro>oft OutlooF and #DcBan?e i> tBe predo@inant @e>>a?in? enCiron@ent in tBe
@arFetplace
• &top payin? for Bi?B8paid >upport re>ource> due to >Bort >upply in a nicBe product
• #a>y to train your eDi>tin? >taff and @aintain tBeir FnoAled?e and @otiCation tBrou?B tBe
Micro>oft Certified Profe>>ional pro?ra@
• 'Be @arFet Ba> a lar?e >upply of trained and eDperienced #DcBan?e and :indoA> >upport
en?ineer>
• Inte?ration AitB Micro>oft Office
• PoAerful infor@ation @ana?e@ent tool 9calendarin?3 ta>F>;
• Con>olidation 5 neA feature> and perfor@ance of #DcBan?e 200+ &erCer 9&tora?e )roup>
and @ultiple databa>e>;
o NeA BardAare 9di>F3 bacFup and recoCery; tecBnolo?ie> alloA @ore u>er> per
>erCer and better &erCice .eCel>
o (bility to >cale8up 5 #DcBan?e 200+ >upport> a ?reater nu@ber of u>er> per >erCer
9up to 5 ti@e> a> @any a> #DcBan?e 5*5; ABicB @ean> you can clu>ter your
#DcBan?e >erCer> for Bi?B aCailability and >till u>e far feAer >erCer> 9yieldin? loAer
total co>t of oAner>Bip;
• %tiliIe tBe application benefit> of (ctiCe Directory by @aintainin? >y>te@ and u>er
Version 8.4 !"#$%#$!!&' Page( 15
Computing and Networing Infrastructure Consolidation
infor@ation in a co@@on directory
• Better/CentraliIed (d@ini>tration
o "educe> tBe oCerall ad@ini>tration reJuired for u>er>3 >ince u>er infor@ation i>
@aintained in (D
o CentraliIe ad@ini>tration ba>ed on (ctiCe Directory benefit> 9one (D fore>t C>*
@any N' do@ain> and #DcBan?e &ite>;
• MucB i@proCed OutlooF :eb (cce>> 5 >i@plifie> acce>> for e@ployee> AitBout dedicated
AorF>tation>G enable> e@ail acce>> fro@ any Aeb broA>er
• &ecure In>tant Me>>a?in? >erCer 5 for co@panie> tBat rely on in>tant @e>>a?in? for
bu>ine>> co@@unication and Aant >tron? >ecurity
• BacFup and re>tore capability ?reatly i@proCed 5 >econd> not Bour> 5 @ean> Cirtually no
doAnti@e and no i@pact to tBe end u>er
• NeA deploy@ent and trouble>Bootin? tool> tBat Aill @aFe it ea>ier for tBe >tate to ?et
#DcBan?e and (D up and runnin?
• Built on tBe >a@e code ba>e a> #DcBan?e 2000 &erCer3 en>urin? a >@ootB up?rade fro@
#DcBan?e &erCer 5*5 or 2000
( co@plete a>>e>>@ent3 AitB bu>ine>> ca>e3 of tBe >tateH> current @e>>a?in? enCiron@ent Aould
taFe approDi@ately 8/ AeeF>* 'Be @e>>a?in? con>olidation a>>e>>@ent >Bould occur in
conEunction AitB tBe directory >erCice> a>>e>>@ent a> infor@ation and re>ult> fro@ tBe>e effort>
Aill feed eacB otBer* 'ypical annual co>t >aCin?> for a @e>>a?in? or e@ail con>olidation effort
ran?e fro@ 10R820R*
$>.". :elp 1esk Consolidation Project
'Be Belp de>F con>olidation proEect Aill >tart AitB an a>>e>>@ent of tBe eDi>tin? -elp De>F
>tructure3 and include tBe collection of tBe current >taffin? @odel3 or?aniIation cBart3 tBe floA and
@ana?e@ent of incident> and reportin?3 reCieA of tBe tiered >upport @odel3 reCieA of tBe Colu@e
and type> of incident>3 reCieA of tBe a@ount of ti@e for clo>in? incident>3 tBe incident
@ana?e@ent tool bein? u>ed3 and otBer @etric> to Belp deter@ine tBe efficiencie> of tBe >erCice
bein? deliCered by tBe -elp De>F*
'Be benefit> typically encountered AitB -elp De>F Con>olidation proEect> include:
• (li?n@ent of neA proce>>e> to tBe con>olidated enCiron@ent
• I@proCed and @ore efficient >taffin? @odel 9Bead count3 or?aniIation3 AorFfloA;
• I@proCe@ent> of incident @ana?e@ent under tBe neA or?aniIation
• (>>e>>@ent of tBe current tool>et and it> ability to proCide proper AorFfloA
• I@proCe@ent of reported @etric> includin? incident re>pon>e3 loAered nu@ber of incident>
'Bi> proEect Ba> direct tie> to tBe operatin? procedure> and ?oCernin? procedure> tBat Aill be
deCeloped and deliCered by tBe neA data center* #nd8u>er >ati>faction and bu>ine>> unit
>ati>faction Aill BaCe a Bi?Ber de?ree of confidence ABen contactin? a -elp De>F tBat Ba> ali?ned
it> proce>>e> AitB tBe neA data center* 'ypical annual >aCin?> >een in tBe indu>try for Belp de>F
con>olidation effort> ran?e fro@ 15R825R*
$>.&. /hared Application 1eGelopment and )esting ,nGironment Project
'Be aCailability of a >Bared application deCelop@ent and te>tin? enCiron@ent Aill proCide a?encie>
parallel production8liFe enCiron@ent> AitBout BaCin? to @aintain and purcBa>e eJuip@ent for tBe
a?ency >ite>* Multiple >tandard enCiron@ent> can JuicFly be proCi>ioned into a >erCer partition in
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Computing and Networing Infrastructure Consolidation
le>> tBan 15 @inute> 9ba>ed on predefined >erCer build> and tBe proper tool>; and can be te>ted on
platfor@> tBat Aill clo>ely i@itate production AitBout tBe ri>F of actually Bittin? a production
enCiron@ent* 'e>tin? Aill be a @aEor co@ponent @oCin? forAard and tBe creation of a >Bared
te>tin? enCiron@ent Aill enable @ultiple a?encie> to utiliIe a te>t enCiron@ent tBat Aill parallel
production and be loaded AitB tBe nece>>ary tool> to Belp eDpedite tBe functional and perfor@ance
reJuired prior to @oCin? in production* 'Be @oCe toAard> a Bi?Ber utiliIed production
enCiron@ent dictate> tBat tBorou?B te>tin? i> a @u>t in order to aCoid any unnece>>ary outa?e>
due to application> tBat do not beBaCe* Part of tBe neA proce>>e> for pro@otin? neA application>
or up?rade> to code >Bould be a reCieA or certification of tBe neA/updated code in a parallel
te>tin? enCiron@ent to production* (fter receiCin? >i?n8off fro@ tBe >y>te@ ad@ini>trator> tBat
run tBe data center3 tBe neA/updated application> can be pro@oted to production durin? tBe neDt
lo?ical @aintenance AindoA* (pplication profilin? tool> @ay al>o be con>idered to accelerate tBe
te>tin? and trouble>Bootin? a>pect> of application deCelop@ent* Perfor@ance te>t> and >criptin?
capabilitie> Aill ?reatly enBance tBe >tateH> capabilitie> to truly capture @etric> tBat are not bein?
captured today*
Benefit> of creatin? a >Bared application and te>tin? enCiron@ent are tBe folloAin?:
• &Bared tool> and deCelop@ent enCiron@ent> Aill ?reatly decrea>e tBe co>t> for >upport3
tool>3 and BardAare
• ProCide a co@@on FnoAn enCiron@ent tBat i> parallel to production re>ultin? in a
con>i>tent CieA of functional and perfor@ance @etric> of application>
• Create a >tandard for ABicB application> @u>t be deCeloped tBerefore decrea>in? ti@e to
deploy@ent
• ProCide tool> tBat are not aCailable today tBat Aill accelerate tBe ti@e reJuired and tBe
>trict neA >tandard> tBat play a @ucB bi??er role in a con>olidated production enCiron@ent
• "educe> tBe nu@ber of error> by proCidin? a parallel production enCiron@ent*
• #a>e> tBe proce>> in ABicB application> can be pro@oted into production*
• ProCide> a @ore >ecure enCiron@ent for ABicB Aeb and otBer portal application> can be
te>ted
'Bi> proEect Aill proCide an enCiron@ent tBat a?encie> can be?in te>tin? and @aFin? tBe nece>>ary
adEu>t@ent> for application> tBat @ay not adBere to ?ood pro?ra@@in? >tandard>* (dditionally3
deCeloper> Aill be able to beco@e @ore fa@iliar AitB tBe neA production enCiron@ent proce>>e>
and code pro@otion actiCitie> nece>>ary for a con>olidated production enCiron@ent* 'ypical
annual >aCin?> >een in tBe indu>try for tBi> type of effort ran?e fro@ 15R825R*
$>.>. Application /erGer Consolidation
(pplication con>olidation refer> to tBe detailed profilin? of a ?roup of application> for tBe purpo>e
of co8re>idence on one >erCer* Collection of tBe application profile detail> are facilitated by u>in? a
tool>et de>i?ned to capture tBi> type of infor@ation* 'Bi> type of tool Aill capture ba>eline
@ea>ure@ent> fro@ tBe end u>er>H per>pectiCe re?ardin? critical application>H perfor@ance and
aCailability* It al>o proCide> a netAorF per>pectiCe related to application traffic eacB >erCer i>
@ana?in? and tBeir current traffic pattern>* 'Bi> proCide> tBe ability to tar?et >erCer> tBat @ay need
to be con>idered for con>olidation or eli@ination* (ny con>olidation proEect include> @aDi@iIin?
u>e of tBe re@ainin? >erCer>*
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Computing and Networing Infrastructure Consolidation
'Be fir>t pa>> of application con>olidation i> ?eared to ?roup> of >erCer> containin? >i@ilar core
co@@ercial application>* #Da@ple> include:
• Databa>e &erCer> 9Oracle3 &$.3 DB23 etc;
• :eb / Portal &erCer> 9:eb&pBere3 iPlanet3 II&3 etc;
• &ecurity &erCer> 9DN&3 .D(P3 (utBentication3 ,ireAall3 Intru>ion Detection3 etc*;
• ,ile / Print / %tility &erCer>
'Be neDt pa>> of application con>olidation Aould be ai@ed at tBe (?ency cu>to@ application>*
Cu>to@ application> u>ually taFe con>iderably lon?er to con>olidate due to lacF of deCelop@ent
>tandard> acro>> entitie> tBat BaCe @ultiple co@putin? depart@ent>* 'Be tool> @entioned aboCe
Aill al>o ?reatly benefit tBe cu>to@ application ?roup* Benefit> fro@ purcBa>in? and utiliIin? tBi>
type of tool include:
• (bility to proCide a @ore predictable and den>e application con>olidation ABicB Aill re>ult
in a furtBer reduction of >erCer footprint
• &aCe ti@e and @oney by acceleratin? co>t> >aCin?> tBrou?B deeper con>olidation
• .oAer tBe ri>F> inColCed in a Bi?Ber den>ity of application> per >erCer in a con>olidated
enCiron@ent
• ProCide> tBe @etric> to a>>i>t in deCelopin? a @ea>urable adBerence to &.(>
• ProCide> a deeper leCel of trouble>Bootin? leadin? to JuicFer re>olution
'Be ?oal of application con>olidation i> to reduce tBe >erCer footprint and i@proCe @aintenance of
a?ency application>* 'ypical annual co>t >aCin?> re>ultin? for@ application >erCer con>olidation
ran?e fro@ 15R 8 25R*
$>.8. Network ConGergence
Due to tBe >tate of Ore?onH> a?in? Coice netAorF infra>tructure3 tBe >tate Aould benefit fro@ a
netAorF conCer?ence initiatiCe* 'Bi> proEect Aould replace tBe >tateH> Coice infra>tructure AitB
eJuip@ent tBat enable> tBe tran>@i>>ion of Coice traffic oCer tBe >tateH> data netAorF* 'Be pri@ary
benefit> of >ucB an initiatiCe are:
• "eduction in platfor@> / a>>et co>t> due to con>olidation
• "eduction in @aintenance of >eparate telepBony and data netAorF>
• "eduction in Coice telepBony co>t>
• "eduction in Coice netAorF co>t> 9i*e* toll bypa>>3 ad@ini>tratiCe >aCin?>3 M(C
reduction>;
• NeA co@@unication> >erCice> liFe Cideo conferencin?3 re@ote collaboration tool> and
di>tance learnin?
• NeA @e>>a?in? capabilitie> 9i*e* unified @e>>a?in?;
• (bility to deploy neA application> tBat enBance cu>to@er >erCice operation>
• #nBanced reCenue opportunitie> tBrou?B adCanced co@@unication> and contact center
>erCice>
'Be fea>ibility of a netAorF conCer?ence proEect and tBe a>>ociated bu>ine>> ca>e Aould be
analyIed durin? an a>>e>>@ent period* 'Be conCer?ence a>>e>>@ent Aould la>t /8! AeeF>* 'Be
netAorF conCer?ence a>>e>>@ent Aould include tBe folloAin? actiCitie>:
• (>>e>>@ent of eDi>tin? Coice and data infra>tructure
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Computing and Networing Infrastructure Consolidation
• InCe>ti?ation of callin? pattern> and Colu@e>
• #Caluation of releCant capital and operational eDpen>e>
• Identification of &tate8>pecific Calue propo>ition>
• Creation of bu>ine>> ca>e and deploy@ent road@ap
%pon tBe co@pletion and acceptance of a po>itiCe bu>ine>> ca>e3 a netAorF conCer?ence
i@ple@entation proEect Aould be initiated* 'Bi> proEect Aould deliCer tBe conCer?ed netAorF
enCiron@ent and realiIe tBe benefit> and efficiencie> outlined in tBe bu>ine>> ca>e* 'ypical annual
>aCin?> re>ultin? fro@ NetAorF conCer?ence proEect> ran?e fro@ 20R 8 +0R*
Changes to )his 1ocument
( >u@@ary of cBan?e> @ade to tBi> docu@ent are captured Bere*
Version H 1ate Author 4eGisions made
!*0 !/00/05 &Beryl BlacFford (dded tBi> >ection LCBan?e> to 'Bi> Docu@entM to
enable cBan?e> to be tracFed appropriately*
!*0 !/00/05 "icF Nel>on "eplaced &.( te@plate AitB Cer>ion approCed by
&teerin? Co@@ittee in &erCice Mana?e@ent detail
de>i?n*
!*1 !/10/05 (da@ 'opFi> "eplaced (ppendiD # 5 Data Center "ole> and
"e>pon>ibilitie> &a@ple
rF>Beet AitB Cer>ion fro@&erCice Mana?e@ent detail de>i?n*
!*1 !/10/05 (da@ 'opFi> (dded Bi?B leCel proce>> floA> to (ppendiD (*
(dded reCi>ed &.( 'e@plate to (ppendiD C*
!*+ 10/12/05 &Beryl .* BlacFford "e@oCed L22* (ppendiD B 5 Co>t &pread>BeetM
becau>e a proEect bud?et Aa> created and tBe
e>ti@ate> in tBe Inte?rated ProEect Plan 9IPP; updated
accordin?ly*
"ena@ed tBi> appendiD to 1!*+ to @atcB tBe final
Cer>ion 9!*+; of tBe IPP for tBe co@pletion of >ta?e 2*
!* 5/2+/0/ =ulie BoIIi %pdated Cer>ion to corre>pond AitB tBe pri@ary IPP
doc of !** %pdated &erCice Catalo?
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Computing and Networing Infrastructure Consolidation
Project ApproGals(
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Pro?ra@ Mana?er 5 Bill ,inF Date
TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT TTTTTTTTTTTTTTTTTTT
&tate Data Center (d@ini>trator 5 MarF "eyer Date
TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT TTTTTTTTTTTTTTTTTTT
ProEect Mana?er 5 =ulie BoIIi 9Mallord; Date
Version 8.4 !"#$%#$!!&' Page( 150
doc_166575191.doc