Example Copy of ETS Service Catalog Template

7/26/2019 Example Copy of ETS Service Catalog Template

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IT Service Catalog

Instructions 1. Save the IT Service Catalog under a new name before entering initial data 2. Review & complete all relevant sections in the template

3. Remove Service roups that are not relevant! add additional Service roups "if re#uired$

%. nsure service reference numbers are coded and accurate for use in IT agreements

'. Replace or remove all colored te(t from the final draft of this document

). Reformat all final te(t to blac*

+. Remove this page before finali,ing draft document

- Replace or remove all te(t in blue"recommended re#uired fields$

- Replace or remove all te(t in green"e(amples onl$

- Remove all te(t in orange"instructional /informational$

0. Consult appropriate Service Provider(s) to document available and appropriate IT services


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IT Service Catalog

Overview

Version Author Date Description

1. offman 0-4ul

5elcome to the TS IT service catalog outlining 20 IT service offerings. The following information e(plains thetechnolog products and services offered to IT customers and related service charges for 670.

This IT Service Catalog documents the services provided to IT customers as part of the Service 8evel 9anagement"S89$ process and provides relevant details including service attributes and pricing. The catalog is an attempt to forma basis for IT awareness of IT service provisioning with the ob:ective of transitioning IT as a cost center to a valueadded partner.

There have been no mandator re#uirements relative to the attributes of this IT Service Catalog; including pricing.


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Service Ownership

# Service Category Service Owner(s) Contact

1 Server atabase Rodne 9itchell

3 IT Client Services TS 9id-Tier


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Service Category: Server A!inistration Services

Service Description:

"e# Service Contact Service Deinition $ase %evel Services Services &ot Inclue Service Availa'ility Service Charge(s)

1.1 Server Duild AContactB

1.2 AContactB To be negotiated

1.3 AContactB To be negotiated

1.% AContactB To be negotiated

1.' AContactB To be negotiated

1.0 AContactB - endors not covered under an active =C To be negotiated

Service support and deliver of standard/approved servers and associated components /devices.

Server hardware andsoftware installation;

configuration and pre-deploment testing fordevelopment; #ualitassurance and productionservers in the IT >ataCenter.

- Initial hardware setup- @perating sstem installation

- Server build / image install- Standard software installation- nvironmental e#uipment installation- Securit and compliance review- Server component configuration

- ?on-standard or undocumented devices- =nregistered devices per C9>D entit listing

- Servers and/or related components notcovered b an active Service 8evel or@perating 8evel ail server operating sstem / file sstembac*ups

- @ff-site storage beond five "'$ fiscal earsof data- Dac*up 9anagement services for personalcomputing sstems- >atabase bac*up services

?ormal businesshours "E('$ 9-6; +Fa.m. - 'F pm; =.S.


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Service Category: Data'ase Services



2.1 AContactB ?/atabase lanningand atabases not covered b anactive Service 8evel or@perating 8evel


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Service Category: Data'ase Services



Service support and deliver of database services for approved ITapplications.

2.' AContactB

2.0 AContactB

>atabaseerformance

9anagement

erformance 9anagementincludes monitoring and

notification of the databaseenvironment to ensurema(imum availabilit andade#uate capacit.

-


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Service Category: IT Client Services



3.1 AContactB

3.2 AContactB

3.3 ?etwor* rinter Support AContactB

3.% Securit Remediation AContactB

IT Client Services products provides IT customers with technolog services

Software Installation andSupport

Installation and supportof approved andlicensed software orstandard images forlaptop and des*top5indows-based clients.

- Installation of standard softwarepac*ages- Initial load of laptop or des*toppersonal computer dis* image- =ser-specific configurations of5indows computing environment- Initial deliver and phsical setupof sstems- Routine maintenance servicesincluding patches; fi(es; virusupdates; DI@S updates

- ?on-standard softwareinstallation- ?on-5indows softwareinstallation- Technolog that shouldnot be installed orimplemented

?ormal business hours"E('$ 9-6; +F a.m. -'F pm; =.S. isconnecting infected machinesfrom the networ* "if re#uired$-


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Service Category: &etworing Services



%.1 8


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Service Category: Teleco!!unications Services



'.1 Telephone & oicemail AContactB

'.2 Cell hone Services AContactB

'.3 ager Services AContactB

'.% ideo Conferencing AContactB

Service support and deliver of standard/approved telecommunicationscomponents and devices.

rovision of standardtelephone services.

- Telephone installation;management and configuration

- Telephone support- oicemail services-


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Service Category: TS Server an Data'ase *osting

Service Description: Service support and deliver of TS computing services.

Service Contact Service Deinition $ase %evel Services Services &ot Inclue +re!iu! Services Service Availa'ility Service Charge(s)

Dac*up and Recover AContact ?ameB

9ainframe 8egac Sstems AContact ?ameB

Sstem Dac*up andRecover services atthe TS data center.Sstems that have

databases and files ofdata restored orbac*ed up.

igh-performance>atabase Dac*up andRecover

Dare 9etal >isasterRecover

9ust support dis*based disasterrecover. In the eventof a disaster; enable

#uic* and seamlessrecover of the entireenvironment; includingthe @S; applicationsand all user data

?ormal business hours"2%H)H30'$ 9-6; +Fa.m. - +F am; =.S.

ata StorageF 9S--9egabtes da.21!Tape Storage - per tape amonth1.)'1!Tape

storage/>ail.'01

9ainframe sstemhosting services at the4uneau data center.Sstems that havebeen installed and

running on the TSmanaged J/Seriesmainframe.

"1$ operations oflegac sstems on amainframe computer!"2$ managedcommodit servers to

host distributedsstems! and "3$ powerand space for acustomers to managetheir own distributedservers in a datacenter facilit! and %$bac*up and recover.

=nscheduledbac*up/recover! DusinessContinuit planning!

Speciali,ed monitoringand managementspecific to theapplications beinghosted.

?ormal business hours"2%H)H30'$ 9-6; +Fa.m. - +F am; =.S.


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Service Category: ,tility *osting Services

Service Description: Service support and deliver of omeland Secure osting of 9id-Range computing components and devices.


Infrastructure Support

Server Inrastructure

>ennis offman

Co-location Services

>ennis offman

>ennis offman

Server "eplace!ent

>ennis offman

Service Support

Continuous Data $acup

>ennis offman >ata Content 9anagement

Security

>ennis offman

rovide Server-Rac*Infrastructure tohouse and secure

State of


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Service Category: +rouction Support Services

Service Description: Service support and deliver of @perations 6unctional


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Service Category: ,tility *osting Services



AService Categor 1B

AContact ?ameB AService >efinitionB AIncluded ServicesB AServices ?ot IncludedB Aremium ServicesB AService efinitionB AIncluded ServicesB AServices ?ot IncludedB Aremium ServicesB AService efinitionB AIncluded ServicesB AServices ?ot IncludedB Aremium ServicesB AService efinitionB AIncluded ServicesB AServices ?ot IncludedB Aremium ServicesB AService efinitionB AIncluded ServicesB AServices ?ot IncludedB Aremium ServicesB AService

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Example Copy of ETS Service Catalog Template

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