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 Groups that are not relevant; add additional Service Groups (if required) 4. Ensure service reference numbers are coded and accurate for use in IT agreements 5. Replace or remove all colored text from the final draft of this document 7. Reformat all final text to black 8. Remove this page before finalizing draft document - Replace or remove all text in blue (recommended required fields) - Replace or remove all text in green (examples only) - Remove all text in orange (instructional /informational) 6. Consult appropriate Service Provider(s) to document available and appropriate IT services
Transcript
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 Groups that are not relevant; add additional Service Groups (if required) 4. Ensure service reference numbers are coded and accurate for use in IT agreements 5. Replace or remove all colored text from the final draft of this document
7. Reformat all final text to black 8. Remove this page before finalizing draft document
- Replace or remove all text in blue (recommended required fields) - Replace or remove all text in green (examples only) - Remove all text in orange (instructional /informational) 6. Consult appropriate Service Provider(s) to document available and appropriate IT services
IT Service Catalog
Overview
Version Author Date Description
V1.0 Hoffman 6-Jul
Welcome to the ETS IT service catalog outlining 2006 IT service offerings. The following information explains the technology products and services offered to IT customers and related service charges for FY06.
This IT Service Catalog documents the services provided to IT customers as part of the Service Level Management (SLM) process and provides relevant details including service attributes and pricing. The catalog is an attempt to form a basis for IT awareness of IT service provisioning with the objective of transitioning IT as a cost center to a value added partner.
There have been no mandatory requirements relative to the attributes of this IT Service Catalog, including pricing. Attributes such as pricing may be added after further maturity of the Service Level Management process.
The ETS IT Service Catalogue available for development of User Level Agreements.
Service Ownership
# Service Category Service Owner(s) Contact
1 Server Administration Services ETS Mid-Tier April Smith
2 Database Services ETS Database Rodney Mitchell
3 IT Client Services ETS Mid-Tier April Smith
4 Networking Services ETS Network John Monagle
5 Telecommunications Services ETS SATS Steve Eason
6 Utility Hosting ETS Operations Dennis Hoffman
7 ETS Operations Dennis Hoffman
8 ETS Operations Dennis Hoffman
x <template> <Service Owner> <Contact Info>
… … … …
Data Center - Production SupportData Center - Server/Database Hosting
Service Category: Server Administration ServicesService Description:
Ref# Service Contact Service Definition Base Level Services Services Not Included Service Availability Service Charge(s)
1.1 Server Build <Contact>
1.2 <Contact> To be negotiated
1.3 <Contact> To be negotiated
1.4 <Contact> To be negotiated
1.5 <Contact> To be negotiated
1.6 <Contact> - Vendors not covered under an active UC To be negotiated
Service support and delivery of standard/approved servers and associated components / devices.
Server hardware and software installation, configuration and pre-deployment testing for development, quality assurance and production servers in the IT Data Center.
- Initial hardware setup- Operating system installation- Server build / image install- Standard software installation- Environmental equipment installation- Security and compliance review- Server component configuration
- Non-standard or undocumented devices- Unregistered devices per CMDB entity listing - Servers and/or related components not covered by an active Service Level or Operating Level Agreement (SLA/OLA)
Normal business hours (9x5) M-F, 8:00 a.m. - 5:00 pm, U.S. AK Time
(Negotiated purchase cost for all hardware, software and associated components (-see Vendor server pricelist)
Server Maintenance and Support
Maintenance and support of server(s) and server related component(s).
- Patch management (based on standard monthly Risk Analysis).- Operating system upgrades and revisions based on the IT policies.- Relevant component upgrades and/or changes based on IT policies.
- Non-standard or undocumented devices- Unregistered devices per CMDB entity listing - Servers and/or related components not covered by an active Service Level Agreement- Non-standard server component installation and/or configuration
24x7x365 for registered IT Customers and Configuration Items (CIs)
Server Backup Management
Server Backup Management includes offsite media management including system administration associated with backup storage software and associated devices.
- Management of all server backup hardware and software- Daily server operating system / file system backups
- Off-site storage beyond five (5) fiscal years of data- Backup Management services for personal computing systems- Database backup services
Normal business hours (9x5) M-F, 8:00 a.m. - 5:00 pm, U.S. AK Time
Server Recovery Management
Server Recovery Management includes offsite media management including system administration associated with backup storage software and associated devices.
Global backup and recovery process development, implementation and administration based on IT policies and baselines.
- Management of all server restoration hardware and software- Server image and/or file system(s) restoration
- Recovery Management services for personal computing systems / devices- Database recovery services
24x7x365 for registered IT Customers and Configuration Items (CIs)
Server Performance Management
Performance Management includes monitoring and notification of servers to ensure continuous IT service.
- Automated monitoring of server thresholds- Automated reporting of server anomalies - Automated Service Desk notification
- Non-standard or undocumented devices- Unregistered devices (full CMDB listing required)- Devices not covered by an applicable Service Agreement
Normal business hours (9x5) M-F, 8:00 a.m. - 5:00 pm, U.S. AK Time
Server Vendor Management
Manage relationship with vendor(s) for server products and related issues.
- Central point of contact for company/vendor relationship management - Initiate / renew contracts and maintenance agreements- Manage license compliance- Create purchase orders and approve payment of invoices- Underpinning contract (UC) negotiation and facilitation
Normal business hours (9x5) M-F, 8:00 a.m. - 5:00 pm, U.S. AK Time
Service Category: Database ServicesService Description:
Ref# Service Contact Service Definition Base Level Services Services Not Included Service Availability Service Charge(s)
2.1 <Contact> N/A
2.2 <Contact>
2.3 <Contact>
2.4 <Contact>
Service support and delivery of database services for approved IT applications.
Database Planning and Advisory Services
Advisory services for internal planning related to logical and physical database design projects.
- Assist with database designs based on project requirements- Assist project teams with Entity Relationship Diagrams (ERD)- Assist development team(s) with database design and performance planning
Database installation, configuration, maintenance, support and/or performance management services
Negotiated by Business Relationship Manager (BRM)
Database Installation and Configuration
Database hardware and software installation, configuration and data access testing for database instances serving approved IT applications.
- Installation of database disk hardware- Installation of database server software- Assist with data migration and integrity activities- Integrate backup and recovery processes into the business continuity plan- Consult with business on needs related to database technologies- Implement standard DR, backup and recovery services
- Non-standard or unregistered databases- Non-standard or unregistered hardware and/or software- Databases not covered by an active Service Level or Operating Level Agreement (SLA/OLA)
Normal business hours (9x5) M-F, 8:00 a.m. - 5:00 pm, U.S. AK Time
Negotiated purchase cost for disk storage, associated hardware and distributed software costs.
Database Maintenance and Support
Maintenance and support of databases and related data components.
- Patch and upgrade management services- User account administration (database tier only)- Change Management for database related entities- Second tier database support and incident remediation
- Non-standard or unregistered databases- Non-standard or unregistered hardware and/or software- Databases not covered by an active Service Level or Operating Level Agreement (SLA/OLA)
24x7x365 for registered IT Customers and Configuration Items (CIs)
Negotiated by Business Relationship Manager (BRM)
Database Backup and Recovery
Database Backup Management services include onsite/offsite storage of data and management of media.
Database Recovery includes data recovery of full or partial database instances serving IT applications.
- Management of database backup hardware and software- Daily, weekly, monthly and annual data backup services- Partial/full data/database instance restoration
- Non-standard or unregistered databases- Non-standard or unregistered hardware and/or software- Databases not covered by an active Service Level or Operating Level Agreement (SLA/OLA)
24x7x365 for registered IT Customers and Configuration Items (CIs)
Negotiated by Business Relationship Manager (BRM)
Service Category: Database ServicesService Description:
Ref# Service Contact Service Definition Base Level Services Services Not Included Service Availability Service Charge(s)
Service support and delivery of database services for approved IT applications.
2.5 <Contact>
2.6 <Contact>
Database Performance Management
Performance Management includes monitoring and notification of the database environment to ensure maximum availability and adequate capacity.
- Automated monitoring of database services and thresholds- Automated reporting of database anomalies - Automated Service Desk notification
- Non-standard or unregistered databases- Non-standard or unregistered hardware and/or software- Databases not covered by an active Service Level or Operating Level Agreement (SLA/OLA)
24x7x365 for registered IT Customers and Configuration Items (CIs)
Negotiated by Business Relationship Manager (BRM)
Database Vendor Management
Manage relationship with vendor(s) for database products and related issues.
- Central point of contact for company/vendor communications- Initiate / renew contracts and maintenance agreements- Manage license compliance- Create purchase orders and approve payment of invoices- Underpinning contract (UC) negotiation and facilitation
- Vendors not covered under an active UC
Normal business hours (9x5) M-F, 8:00 a.m. - 5:00 pm, U.S. AK Time
Negotiated by Business Relationship Manager (BRM)
Service Category: IT Client Services
Service Description:
Ref# Service Contact Service Definition Base Level Services Services Not Included Service Availability Service Charge(s)
3.1 <Contact>
3.2 <Contact>
3.3 Network Printer Support <Contact>
3.4 Security Remediation <Contact>
IT Client Services products provides IT customers with technology services
Software Installation and Support
Installation and support of approved and licensed software or standard images for laptop and desktop Windows-based clients.
- Installation of standard software packages- Initial load of laptop or desktop personal computer disk image- User-specific configurations of Windows computing environment- Initial delivery and physical setup of systems- Routine maintenance services including patches, fixes, virus updates, BIOS updates
- Non-standard software installation - Non-Windows software installation- Technology that should not be installed or implemented
Normal business hours (9x5) M-F, 8:00 a.m. - 5:00 pm, U.S. AK Time
Negotiated by Business Relationship Manager (BRM)
Hardware Break/Fix Support
Third Tier troubleshooting and diagnosis of laptop and desktop issues associated with hardware devices / failures.
- Remote support or desk side visit to assist with user issues- Underpinning contract (UC) negotiation and facilitation
- Software troubleshooting (handled by Tier One & Two)- Non-standard hardware support- Technology that should not be installed or implemented
24x7x365 for registered IT Customers and Configuration Items (CIs)
Negotiated by Business Relationship Manager (BRM)
Installation, setup and or troubleshooting of network printers.
- New printer installation (standard devices only) and network activation
- Hardware maintenance including toner cartridge replacement, etc.
Normal business hours (9x5) M-F, 8:00 a.m. - 5:00 pm, U.S. AK Time
Negotiated by Business Relationship Manager (BRM)
Service related to registered security threats / vulnerabilities (e.g. virus, worm infection).
- Assistance / removal of security threats (e.g. viruses, worms) and removal from the computing environment- Coordination of activities with other service groups for the purposes of security remediation- Disconnecting infected machines from the network (if required)- Applying recommended fixes and/or patches (if required)- Rebuilding machines (if required)
- Remediation of security issues on unregistered assets
24x7x365 for registered IT Customers and Configuration Items (CIs)
Negotiated by Business Relationship Manager (BRM)
Service Category: Networking Services
Service Description:
Ref# Service Contact Service Definition Base Level Services Services Not Included Service Availability Service Charge(s)4.1 LAN Administration <Contact>
4.2 WAN Administration <Contact>
Service support and delivery of standard/approved network devices and
Local Area Network (LAN) design, implementation, support, daily administration and management.
- Network jack installation- Router installations & configuration- Customer issue analysis and resolution - Issue management and escalation to external vendor(s)- Underpinning contract (UC) negotiation and facilitation
- Redundant network connections- Non-standard network devices - Third party network connections- Wireless access / access points
24x7x365 for registered IT Customers and Configuration Items (CIs)
Negotiated by Business Relationship Manager (BRM)
Wide Area Network (WAN) design, implementation, support, daily administration and management.
- Network backbone installation and configuration management including: - Cabling - Switches - Routers- Issue management and escalation to external vendor(s)- Underpinning contract (UC) negotiation and facilitation
- Redundant network connections- Non-standard network devices - Third party network connections
24x7x365 for registered IT Customers and Configuration Items (CIs)
Negotiated by Business Relationship Manager (BRM)
Service Category: Telecommunications ServicesService Description:
Ref# Service Contact Service Definition Base Level Services Services Not Included Service Availability Service Charge(s)
5.1 <Contact>
5.2 Cell Phone Services <Contact>
5.3 Pager Services <Contact>
5.4 Video Conferencing <Contact>
Service support and delivery of standard/approved telecommunications components and devices.
Telephone & Voicemail
Provision of standard telephone services.
- Telephone installation, management and configuration- Telephone support- Voicemail services- Analog phone setup- Modem line setup
- Employee usage reporting- Tracking and reporting on usage- Remote / calling card services
24x7x365 for registered IT Customers and Configuration Items (CIs)
Negotiated by Business Relationship Manager (BRM)
Procurement, setup and management of cell phones for authorized employees.
- Management of cell phones provided by contracted vendor- Procurement and distribution of phone and accessories- Setup of monthly calling plans
- Tracking and reporting on usage- International cell phone services
Normal business hours (9x5) M-F, 8:00 a.m. - 5:00 pm, U.S. AK Time
Negotiated by Business Relationship Manager (BRM)
Procurement, setup and management of pagers for authorized employees.
- Management of pagers provided by standard vendor- Procurement and distribution of pagers and accessories- Setup of monthly paging plans
- Tracking and reporting on usage- International paging services
24x7x365 for registered IT Customers and Configuration Items (CIs)
Negotiated by Business Relationship Manager (BRM)
Video conferencing installation, configuration, and support.
- Video conferencing setup- Site linkage and testing- Issue management and escalation to external vendor(s)- Underpinning contract (UC) negotiation and facilitation
- Travel and expense for remote site visits - International conferencing support- Video bridging expenses
Normal business hours (9x5) M-F, 8:00 a.m. - 5:00 pm, U.S. AK Time
Negotiated by Business Relationship Manager (BRM)
Service Category: ETS Server and Database Hosting
Service Description: Service support and delivery of ETS computing services.
Service Contact Service Definition Base Level Services Services Not Included Premium Services Service Availability Service Charge(s)Backup and Recovery <Contact Name>
Mainframe Legacy Systems <Contact Name>
System Backup and Recovery services at the ETS data center. Systems that have databases and files of data restored or backed up.
High-performance Database Backup and Recovery
Bare Metal Disaster Recovery
Must support disk based disaster recovery. In the event of a disaster, enable quick and seamless recovery of the entire environment, including the OS, applications and all user data
Normal business hours (24X7X365) M-F, 8:00 a.m. - 8:00 am, U.S. AK Time
Data Storage: MVS--Megabytes day=.0021; Tape Storage - per tape a month=1.7501;Tape storage/Daily=.0561
Mainframe system hosting services at the Juneau data center. Systems that have been installed and running on the ETS managed Z/Series mainframe.
(1) operations of legacy systems on a mainframe computer; (2) managed commodity servers to host distributed systems; and (3) power and space for a customers to manage their own distributed servers in a data center facility; and 4) backup and recovery.
Unscheduled backup/recovery; Business Continuity planning;
Specialized monitoring and management specific to the applications being hosted.
Normal business hours (24X7X365) M-F, 8:00 a.m. - 8:00 am, U.S. AK Time
Batch-.1201/.0804 per CPU CICS-.0246/.0165 per CPU TSO .2239/.1500 per CPU:
Service Category: Utility Hosting Services
Service Description: Service support and delivery of Homeland Secure Hosting of Mid-Range computing components and devices.
Service Contact Service Definition Base Level Services Services Not Included Premium Services Service Availability Service Charge(s)Infrastructure Support
Server Infrastructure
Dennis Hoffman
Co-location Services
Dennis Hoffman
Dennis Hoffman
Server Replacement
Dennis Hoffman
Service Support
Continuous Data Backup
Dennis Hoffman Data Content Management
Security
Dennis Hoffman
Provide Server-Rack Infrastructure to house and secure State of Alaska server and telecommunications equipment.
Provide infrastructure (firewalls, routers, switches, batteries, power, UPS, monitoring), to enable a secure and reliable infrastructure in a secure location
Servers that the client will use outside of SSA facilities for client's own applications or support. Telecommunications between client and SSA facilities.
Same as Base Level Services
Service is provided at 0.995 reliability
Price is included in server or co-location charges
Provide Server-Rack Infrastructure to house and secure State of Alaska server and telecommunications equipment.
Provide infrastructure (firewalls, routers, switches, batteries, power, UPS, monitoring), to enable a secure and reliable infrastructure in a secure location
Servers that the client will use for their own applications or support. SSA does not provide SLA's on Customer owned Co-located equipment. Telecommunications between client and SSA facilities.
Same as Base Level Services
Server Rack Infrastructure is guaranteed to 0.999 reliability
Co-location equipment is charged at $14.48 per device for each 1.5 RU. A Migration fee of one- to three-months Unit Price will be assessed.
Server Hosting and Management
SSA will provide 1 Rack Unit of Rack Space, a single-processor server, 100MB of IP telecom per day, 1GB of Configuration file space, 1GB DRAM, and 10GB of Local Disc Space
Operating System - either Linux or MS Windows. 6/1 Backup of 1GB of Configuration files, 10GB Local Backup as image when changes occur, OS patching.
Application support services, Server Consolidation, Telecommunications between client and SSA facilities.
Server Hosting and Management will be billed at $14.48 per Unit. A Unit includes 1RU of space, a single processor, and 100 Mbytes of IP telecommunications per day.
SSA will replace servers on a nominal three-year cycle depending on the server age.
Replacement servers will be of at least equal capability, quality, and reliability as the servers being replaced
Replacement of servers with a higher quality of server and/or server virtualization
This service is available for all Intel-based servers hosted in the SSA facility
Server replacement is included as defined under Base Level Services. Cost for server replacement is included in the server hosting and management charge.
Provide a continuos, separately stored copy of applicable SOA data.
An additional copy of data is stored on a separate physical SAN.
Data can be stored on a "journaling file system" that allows the "unrolling" of all data changes, thereby precluding the irretrievable loss or corruption of data.
Service is provided at 0.995 reliability
In addition to the additional cost of Storage Units to hold the appropriate data, continuous data backup is charged at one Unit per four Storage Units that are continuously backed up. Premium services are charged on a case-by-case basis.
Physically secure Homeland Security location that meets Tier 3 standards. Each rack is engineered with sufficient equipment to logically provide sufficient security
Includes Firewalls, routing, and physical protection of SOA assets. These activities will be in compliance with the SOA Security Policies.
Security outside of the SSA Server Rack Infrastructure or facility, extended Computer Forensics
Extended Computer Forensics, Security Evaluations, policy reviews and recommendations, and other security assistance.
Service is provided 24/7/365.
Base-level service is included in Hosting Charges. Premium Services are charged on a Time-and-Material Basis.
Service Category: Production Support Services
Service Description: Service support and delivery of Operations Functional Areas.
Service Contact Service Definition Base Level Services Services Not Included Service Availability Service Charge(s)<Contact Name>Problem Management,
Workload, Availability and Event Management
Correct faults and problem situations that have been deployed at the Data Center.
Discover and classify device/service/process deployed at the Data Center.
Any additional licenses for agent technology of Helpdesk access.
24x7x365 for registered IT Customers and Configuration Items (CIs)
24x7x365 for registered IT Customers (.09*($63/hr))=$5.67/hr/week*52 weeks = $295/yr
Service Category: Utility Hosting Services
Service Description:
Service Contact Service Definition Base Level Services Services Not Included Premium Services Service Availability Service Charge(s)<Service Category 1>
