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SharePoint Governance Plan

February 29

2016This plan outlines the administration, maintenance, and support of College of the Sequoias SharePoint deployment. It identifies lines of ownership for our business and technical teams and identifies who is responsible for which areas of the system. The plan also establishes rules for appropriate use of the SharePoint environments.

Giant SharePoint

College of the SequoiasSharePoint Governance Plan

Table of ContentsOverview.....................................................................................................................................................3

Audience..................................................................................................................................................3

Background..............................................................................................................................................3

Vision and Mission...................................................................................................................................3

Vision...................................................................................................................................................3

Mission................................................................................................................................................4

Goals........................................................................................................................................................4

Intranet Site will be a tool for: ............................................................................................................4

Internet Site will be a tool for:.............................................................................................................5

Service Delivery Requirements....................................................................................................................5

Technical Requirements..........................................................................................................................5

Intranet & Internet..............................................................................................................................5

Internet................................................................................................................................................6

Intranet................................................................................................................................................6

Business Requirements...........................................................................................................................7

Internet................................................................................................................................................7

Intranet................................................................................................................................................8

Collaboration Service Definition..................................................................................................................9

Objectives................................................................................................................................................9

Business Scope......................................................................................................................................10

Internet..............................................................................................................................................10

Intranet..............................................................................................................................................10

Operational Risks/Concerns..................................................................................................................10

Collaboration Service Offerings.............................................................................................................11

SharePoint Support Team Roles................................................................................................................11

SharePoint Service Team.......................................................................................................................11

Edited: 4/18/20162/29/2016 Page 1Tim Hollabaugh 4/18/2016 10:22 PM04/18/2016


Governance.......................................................................................................................................11

Operations.........................................................................................................................................12

Network.............................................................................................................................................12

Departmental Power Users/Site Admins...........................................................................................12

Developers.........................................................................................................................................12

Tiered SharePoint Support Roles...........................................................................................................13

Customer Interaction and Feedback......................................................................................................15

SharePoint Physical Topologies.................................................................................................................16

Physical Topology..................................................................................................................................16

Test | Development:..........................................................................................................................16

Intranet | Extranet | Internet............................................................................................................16

Management and Delegation................................................................................................................17

Development and Configuration Application Policies...............................................................................17

Customization Policy.............................................................................................................................17

Browser Standards and Permissions......................................................................................................18

Site Provisioning and Templates............................................................................................................19

Site Collection Provisioning...............................................................................................................19

Standards for all sites........................................................................................................................19

Site Management..................................................................................................................................20

User Access........................................................................................................................................20

Development.....................................................................................................................................21

Storage Quotas..................................................................................................................................21

Document Settings............................................................................................................................21

Procedures.........................................................................................................................................22

SharePoint Business Review Meetings......................................................................................................22

Change Control, Operational and Governance Committee Meetings....................................................22

Education and Training Strategy................................................................................................................22

Key Terms and Definitions.........................................................................................................................24

Signoff........................................................................................................................................................27

Version Control..........................................................................................................................................27



Overview

AudienceThis document is intended to be read and understood by all College of the Sequoias SharePoint Governance Committee members, President's Cabinet members and district SharePoint users. This document is also directed to anyone who is interested in the Vision, Mission and Goals of the District's use of the SharePoint environment users.

BackgroundOn Monday, December 10, 2007, this item was on the Cabinet Agenda for further discussion. Since that time the Web Oversight Committee (the former SharePoint Governance Committee) has met and continueds to agree that the SharePoint Technology solution is a goodthe best solution to the goals that need to be accomplished by College of the Sequoias.

In the Springspring 2012 semester, the District utilized the help of a “Third Party Firm” to bring to a conclusion the basic governance structure of the SharePoint deployment and operation plan. A technical author (Colin Spence) guided the team in completing the governance document for initial publication.

The overarching goal of this technology solution is two-fold: first, one that will work with both an intranet (on-campus) site and upgrade; and second, one that will enhance our current internet site and provide a portal structure for better marketing to various College constituencies. .

The Web Oversight Committee (formerly known as SharePoint Governance Committee) disbanded after the initial publication of this document. In spring of 2016, the Technology Committee assumed responsibility for the governance plan and began to review and update. It is the intention of the Technology Committee to review and update this document on a regular schedule.

Vision and Mission

Vision A single system wherein members of internal constituencies (Administration, Faculty, and Staff)

find information and software tools to support their workplace needs. A single system wherein members of external constituencies (current or prospective students,

community members, etc.) find information and software tools to support their learning or information needs.



Maintain aA system which enables users to quickly find current information through the use of clear site navigation, document classification, search capabilities, and appropriate content security.

Document governance needs are supported through records management, forms and document workflows, and reports –all while supporting the business processes of the District.

User's devices (i.e. computer, smartphone, table, etc.) will not be an obstacle when used with this system.

A system that is governed by internal constituencies wherein policies and procedures are clearly articulated.

Mission Provide the vehicle for the creation, dissemination, and collaboration of information and

document management to both internal and external constituencies. Coordinate data and information used by various support and software systems of the College,

thereby creating a more efficient and effective process for users. Create policies and procedures for both the internet and intranet sites which provide clear

direction, procedures, and processes to ensure content security, accuracy and currency. Disseminate information to internal and external audiences always mindful of confidential and

privately held content. Store and classify key documents into the shared storage repository for both internal and

external constituencies. Provide tools (including training, documentation, and support) to incorporate document

management procedures into employees’ responsibilities. Ensure that the design of the environment can be supported through maintainable hardware,

clearly documented software, and associated staff and fiscal resources. Design a system which supports a variety of user devices. Utilize best practices as defined in Microsoft TechNet Articles and as recommended by trusted

experts. Allow user access and system availability with minimum downtime.

Goals Inform users of Incorporate document management procedures into employee

trainingdocument management best practices and training recommendations. Create Inform users of appropriate taxonomy and workflows for categorizing content. Effectively govern the environment to ensure appropriate and current content by creating a

governing board, referred to as the SharePoint Governance Committee, consisting of representatives from the Office of the President, Academic Services, Student Services, Administrative Services, as well as representatives of the student body.


College of the SequoiasSharePoint Governance Plan Intranet Site will beis a tool for:

Processing key forms electronically, through a system which provides electronic notification and signatures, thereby advancing forms through appropriate processes.

Communicating with internal participants, thereby alleviating use of unneccessary emails by. Strategically creating using bBulletin/dDiscussion bBoards. Storing information and data which is used by and shared with internal constituencies--but for

which access for external audiences is not appropriatefor internal use. Creating personalized workspaces with alerts and metricsinformation that pertains to the job

function and interests of the employee. Facilitating collaboration among between users via Microsoft Office applications for a more

efficient and effective work environment. Providing workspaces which can be utilized by Committees and dDepartments for

documentation (i.e. meeting agendas, schedules, minutes, working documents, proposals, decisions, process and procedures)

Collaborating, storing, and archiving Program Review processes, procedures, information, data, and work products.

Housing sStrategic and tTactical plan repositories which can be accessed, monitored, and modified by appropriate constituencies.

Providing a user-friendly dashboard system displaying key performance indicators based on user’s job function.

Internet Site will be a tool for: Providing external constituencies (current and prospective students, alumni, accrediting

agencies and community members) with current and useful information via an intuitive navigation interface.

Hosting all departmental sites. (including those currently hosted by third party vendors) without losing the functionalities of the current sites.

Communicating and marketing District events and services. Accessing District self-service tools (such as Banner Web, The Blackboard Learning

SystemLearning management system, the District email system) by creating a single-sign-on portal system.

Service Delivery Requirements


College of the SequoiasSharePoint Governance PlanTechnical Requirements

Intranet & Internet Advertised Availability

o The SharePoint environment will be up and running at all times, with maintenance downtime scheduled to minimize user disruption.

Disaster Recovery Timeo COS has limited resources available to enable a system to continue operation, possibly

at a reduced level (also known as fault tolerance), in place for the SharePoint systems. The severity of the error/disaster will dictate the length of the outage. The outage could be from one to several days.

Workload Requirementso Ability to handle 100 transactions per second o Ability to handle 10,000 concurrent users under normal working habits

Validation of Benchmarks - Performance benchmarks will be taken by the System Administrator and used for future analysis against future performance measurements on a quarterly basis. The target page load time is 7 seconds. An allowance of 10 seconds greater than the target load time will be considered within tolerance.

Planned Maintenance Windows – When normal maintenance is required it occurs during a two hour window starting at 6 p.m. Pacific Time on Sundays. Planned maintenance will not be considered when evaluating actual uptime as discussed below. Longer or emergency maintenance will be communicated to the SharePoint Governance committee members no less than one week prior to the emergency maintenance when feasible.

Internet Uptime target:

o 99% = 3.65 days of downtime per year Support:

o Each page has a link to the webmaster for comments and bug reports.o Comments and bug reports are reviewed weekly by the Webmaster or designee. Work

tickets are created if deemed necessary.

Intranet Uptime target:

o 99% = 3.65 days of downtime per year Support Calls -

o Help desk phone line is staffed (730-3780) from 7:45 – 4:45 Monday – Friday (Fall and Spring Semesters) 7:30 - 5:00 Monday – Thursday, 7:30 – 11:30 - Friday (Summer Hours). Help desk is closed on all District holidays.


kristinh, 07/19/12,

By? So does this mean if weekly is looked at on Mondays….and I have a bug error on Tuesday….it will sit until the next Monday. To me, this is what this says? The next sentence makes it look like if you only look at them once a week….that is when you will determine if they receive a work order?

kristinh, 07/11/12,

Again, probably should be spelled out or referred to above. I’m not sure I understand the above comment in connection with this?


In the event the help desk operator is not available a user may leave a message with contact information and a brief explanation of the support need. The operator will then respond when available but normally during the same business day.

Users can also send an email with contact information and a brief description of the support need to [email protected]

o If immediate resolution is not made, a ticket is created and assigned to the qualified technician based on severity.

o Assigned technician will coordinate with ticket holder within one business day of initial ticket submission.

o Resolution not occurring with 4 working days will be elevated to a supervisor.

Business Requirements

Internet Search Requirements - All documents and pages in the SharePoint sites and site collections

containing pertinent published business data are searchable and available from any search boxes embedded within the SharePoint System

o File Types: Web Pages, Microsoft Office Documents (Excel, Word, Power Point, Etc.), Adobe PDF

o Scope: Anonymous user - Published and Approved documents in the entire site

collection Authenticated user - All content user is permitted to view in entire site

collectiono Upload file size limit: 50MB limit which will be limited upon uploading. If a file is larger

than this, the system will notify a user to that the upload was unsuccessful, and the user will be asked to reduce the file size and try again.

o Filter types: Document type, modified data, and social tags Authentication –

o Anonymous read only access is available for content published and approved on Internet facing sites

o When access to Banner, Blackboard, CCCApply, and email is available, the authentication mechanism for those subsystems is employed.

Expiration – o Content is reviewed by content owners on the following schedule:

Annually for long term content Prior to registration for semester long content


kristinh, 07/11/12,

Who decides which category content falls into? System?

kristinh, 07/11/12,

Is this a time….or date? In other words, does this mean that if all systems are working, then authentication works? I don’t understand what you are trying to say.

kristinh, 07/11/12,

Not sure what this means? Internet only?

kristinh, 07/11/12,

? People are supposed to do this? Or optional?

kristinh, 07/11/12,

I don’t know what this means

kristinh, 07/11/12,

Probably not all….? Etc with Microsoft Office….will get publisher, access, all with font issues!

kristinh, 07/11/12,

Not if tickets are only looked at once a week (internet bugs?)

kristinh, 07/19/12,

Again, is this for the internet? no

kristinh, 07/19/12,

But is this for the internet? You just said above that a user should use the bug tool? Intranet is considered to be a employee….


Weekly for all sporting and theater events Daily for front page

o Warnings are given to those content owners that have not verified content on the following schedule

First day of the fall semester First day of the 6th week of the fall semester First day of the 12th week of the fall semester First day of the spring semester First day of the 6th week of the spring semester First day of the 12th week of the spring semester Midpoint of summer semester

o All content that hasn't been reviewed in the previous academic year will be unpublished one week prior to the beginning of the fall semester. Warnings will be given to the PIO two weeks prior to the beginning of the fall semester of those pages scheduled to be unpublished

Editing / Design Usage Policy – o The site look and navigability will be consistent across sites.

Level 0 through Level 2 will utilize the district standard templates Level 3 will utilize a standard template or approved by the public information

officer.o Site collection depth is limited to 3 levels unless exception is made by the PIO

Auditing - Auditing is enabled across sites for the purpose of tracking deletions and changes.

Intranet

Search Requirements – o File Types: Web Pages, Microsoft Office Documents (Excel, Word, Power Point,

OneNote, Project, and Publisher.), Rich Text Format (RTF), Text (TXT), MOBI & ePub eBook formats and Adobe PDF

o Scope: Authenticated user - all content user has permission to view in each individual

site collection.o Upload file size limit: 80MBo Filter types: Document type, content type, author, and modified date.

Authentication – o Required for all site activity.o Areas are restricted based on user authorization


kristinh, 07/11/12,

Is this supposed to be different than the internet?

kristinh, 07/11/12,

? are we really allowing publisher? Are there any font standards?

kristinh, 07/11/12,

Don’t understand

kristinh, 07/11/12,

Not sure what this mean?

kristinh, 07/11/12,

Process for gaining approval?

kristinh, 07/11/12,

?

kristinh, 07/11/12,

Do you have to log into verify content? How does this work?


o Active Directory authentication is the standard method for the district intranet site collections.

Expiration – o Content for internal consumption will be reviewed and confirmed on the following

schedule: Daily for front page content by the Public Information Office Weekly for Sports and Theater events/scores by the Public Information Office Biweekly for committee sites by individual committee chairperson Other document repositories are reviewed as needed

o Content not reviewed by the associated schedule will be flagged and a notification sent to the content owner.

Editing / Design Usage Policy – o The site look and navigability will be consistent across sites.

Level 0 through Level 1 sites will utilize District standard templates Level 2 and below will utilize standard District/SharePoint templates for the

purpose of the individual site Alternative templates can be used if approved by the SharePoint Governance

Committee Auditing - Auditing is enabled on all sites. Site Templates –

o District templates are designed and maintained by the Webmaster in conjunction with the PIO office.

o Site templates are available to all site owners. Versioning –

o Major versioning is enabled for all level 0-2 site pages o Major and minor versioning is enabled for all other librarieso Version retention will cap at 5 major and 20 minor instances.

Content Types o The intranet allows the upload of most common file types. However, by default, some

file types are blocked to protect the system from dangerous malware and viruses. Some example of blocked file types include: .bat, .cmd, .com, .dll, .exe, .jse, .msi, .pst, .url, .vbs and many others. For more information please see the following link: http://technet.microsoft.com/en-us/library/cc262496.aspx

Managed Metadata - is allowed and coordinated through the District Document Librarian. Workflows - are allowed, however must be reviewed by the webmaster to ensure security and

stability. Web Parts - available for site page design. Third party web parts must be reviewed and

approved by the webmaster and the SharePoint Governance Committee prior to use.


kristinh, 07/11/12,

Joe user….something vetted by the webmaster. Does that mean that every time I change a page design the Webmaster and Committee need to approve it? What is the process?

kristinh, 07/11/12,

Is this to publish something to the intranet? Or?

kristinh, 07/11/12,

I don’t believe Joe User will know what this means.

kristinh, 07/11/12,

Most common?

kristinh, 07/11/12,

Does this mean: The system will retain information from the last five major and 20 minor revisions. Any version which has been created before this will not be kept in the system’s memory. ???

kristinh, 07/11/12,

I really think you need a definition of terms or something. Joe user (like me) doesn’t really know what you mean by this.

kristinh, 07/11/12,

Maybe this section should come before the section that says people must follow them.

kristinh, 07/11/12,

I don’t know what this means

kristinh, 07/11/12,

The process is?

kristinh, 07/11/12,

Where are these? What are these? Should they be part of this document or an appendix?

kristinh, 07/11/12,

How will someone know if it has been reviewed. Does the responsible person/department have to physically click on something to make sure that it shows that it has been reviewed. I guess I don’t understand the purpose of this. If the intranet site is a document repository, then it seems that it is the electronic filing system for such things as minutes, documents, etc. So why would we need to review them every month?

kristinh, 07/11/12,

By the Public Information Office? Well, maybe not if this is the Intranet…then it looks like maybe Technology Services also….as the only things on the front page of the intranet are Banner Help files, Sharepoint stuff, etc.

kristinh, 07/11/12,

Is consumption the right word?

kristinh, 07/11/12,

Is this supposed to have something as part of it?

kristinh, 07/11/12,

I am not sure if this is supposed to mean something to joe user, but I don’t understand it.

http://technet.microsoft.com/en-us/library/cc262496.aspx


My Sites – In SharePoint there is ability for a user to create a custom page wherein information used by the particular user can be accessed off of one page – through proper setup. This feature similar to a Facebook page is not implemented but is considered for future enhancement.

Collaboration Service Definition

ObjectivesThe primary objective of this Governance Plan is to establish a set of policies and procedures that allow IT to meet the stated Vision, Mission and Goals for the system, and to deliver on the performance and availability commitments to the user communities.

Additionally, roles and responsibilities are defined for the fulfillment of these policies and procedures, and tools will be are identified to facilitate these processes

Business Scope

InternetAny individual that is interested in COS information will be the target audience for the public side of the SharePoint environment. This includes students, potential students, parents, other college staff, potential employees and professors.

Intranet The target audience is full and part time employees. This includes Faculty, Classified, Confidential, and Management.

Operational Risks/ConcernsThe risks of the SharePoint System and the Governance Plan are outlined below:

As the use and adoption of the SharePoint system grows the resulting loss of data due to hardware failure, malicious destruction of data will negatively affect the district’s ability to conduct business.

Due to the limitations in staffing, a clear path of higher level technical support is hard to chart. As the size of each site grows, the available space for critical sites diminishes. Budgetary constraints could affect the overall acceptance and vision. Ongoing training and support for the site administrators will hinder their primary duties. Without ongoing end-user training, adoption of the system will be slowed. Without clear management of new site creation, "sprawl" could occur detracting from the user

experience


kristinh, 07/11/12,

? because of more work? Is it really more work or just a different way to do the work?

kristinh, 07/11/12,

?

kristinh, 07/11/12,

I don’t know what this means. Are you trying to say: As the use of the system grows, there is not unlimited storage and usage (not right word) of the hardware. As such, hardware failures will destroy data ….actually, I don’t know what you are saying…. …actually is it close to the third bullet—but based on more hardware crashes?

kristinh, 07/11/12,

This whole section: some is past…some is passive voice….some is future.

kristinh, 07/11/12,

Referred to differently in various places

kristinh, 07/11/12,

? Joe User? Do you mean, In Sharepoint there is an ability for a user to create a custom page wherein information used by the particular user can be accessed off of one page—through proper set-up. It has been decided to leave this as a future enhancement of the system.


Without regular analysis of usage patterns, site modifications, end user concerns (as expressed in help desk tickets) and other sources of data (end user surveys), the system may not meet the needs of the user communities.

SharePoint default management tools are minimal and difficult to use, so a third party suite of tools will most likely be required.


kristinh, 07/11/12,

?


Collaboration Service OfferingsService offerings including a set of collaboration and productivity tools are used to connect and engage the user community. Tools native to the SharePoint product that are implemented include:

team sites document libraries shared lists blogs wikis discussion groups InfoPath forms Library alerts Workflows

Through the use of Microsoft InfoPath, Standard Web forms and fillable PDF documents, key electronic forms are distributed and processed.

Internal broadcast messages are supported through the use of lists and alerts.

Committee communications and published documents are supported through the use of team sites and document libraries.

District procedures, policies and other managed content utilize document libraries and work flows associated with document approval.

SharePoint Support Team Roles

SharePoint Service Team

GovernanceThe Governance Team is responsible for setting the guidelines and policies for management and upkeep of the internet and intranet portals. They meet regularly to review input, issues and discuss plans for future functionality and capabilities of these systems.

This group has the responsibility to identify the strategic goals of the district and define the overall structure of the SharePoint Portal system. This group has representatives from all the areas of campus that utilize the Portal. Essentially this is a high level (Director, Dean, Vice


kristinh, 07/11/12,

?

kristinh, 07/11/12,

Is this a true comment?

kristinh, 07/11/12,

Who is on it? Oh…never mind read it in the next paragaraph. How about….The Governance Team which is comprised of <determine positions/areas>, is responsible for setting the guidelines and policies for ….

kristinh, 07/11/12,

I think a definitions section would help these terms

kristinh, 07/11/12,

I don’t know what this section’s purpose is. SP has a lot of different things it CAN do….but it talks about some of these (Committee stuff) in other sections, and….


President) that can create policy for the content and content structure of the site. For example, the President may decide that the college will provide current catalog and schedule information on the portal. This group would then sit down and decide where and how the information would be presented.

OperationsThis team provides the operational support for the SharePoint implementation. Daily operations include, but are not limited to: backups, security reviews, enforcement of governance policies, software patching, content version control and usage monitoring. This team will also be responsible for setting up scheduled improvements to the underlying operating system as well as to the hardware on which the system resides. This team will provide various usage statistics and metrics for review upon request.

Members of this team will be comprised of Technology Services staff members. These members will work in concert with other individuals outside of Technology Services to accomplish the tasks above.

NetworkThis team insures that network services are available. Software services such as Active Directory, Simple Mail Transfer Protocol, and other services are maintained by this group. This group also insures that firewalls, network switches, network routers, network health monitoring is maintained. This group is comprised of Technology Services personnel.

Departmental Power Users/Site AdminsA key requirement for effective governance and management of SharePoint based internet and intranet systems is to identify, train and support so-called "power users" and site administrators who have targeted responsibilities such as for a specific site or group of sites. These individuals understand the requirements of the users of these sites and are thus able to understand their requirements, provide "tier 0" support for frequently asked questions, and serve as collection points for functionality requests.

Each area of the college will have a Site Admin or Power User designated.

DevelopersThe development team consists not only of Technology Services programmers, but also of other users that are experts in the out-of-the-box functionality of the SharePoint product. This team has the ability to customize, personalize and incorporate Web parts to fulfill a district need. These needs normally come from the Governance team, but can also be used for assisting basic divisional and individual sites and pages. This team will also have an understanding of the workflow capabilities inherent in the SharePoint product. At an advanced level, some members


kristinh, 07/11/12,

Is this the same as the governance team?If so, then it should be called the same.

kristinh, 07/11/12,

Not sure it is a District need. Is it a user or __?

kristinh, 07/11/12,

Maybe this means something to IT folks….probably not to joe user.

kristinh, 07/11/12,

Lots of the and these…As content experts, Power Users/Site Administrators are uniquely positioned to understand end-users site needs. As such, this group can provide "tier 0" support for frequently asked questions, and {serve as collection points for functionality requests.} Still not sure what the info in the {} means.

kristinh, 07/11/12,

? maybe it is the “such as for a” that makes it clunky, but I don’t know what you are trying to say.

kristinh, 07/11/12,

Administrators?

kristinh, 07/11/12,

?


will also have the ability to create new web parts based on strategic decisions made from the Strategic Service Team.

Tiered SharePoint Support RolesThe SharePoint implementation and ongoing maintenance at College of the Sequoias will begin with a triage kind of support. Each issue beginning at the user level will traverse a tiered support path. Tier 1 support will generally be the most used as it is hoped that this level will identify and resolve the issue. A second tier will be for those issues that are not of a basic nature. The third level will be more of an engineering or development support issue. If none of these levels are sufficient to solve the problem, then outside consultation or software vendor will be recommended. Each level is described below.

Tier 0 - Self HelpTechnology Services provides a list of tutorials and FAQ's list for common issues. This information is available both internally and externally. The information contained inside of this location is the primary location for self-help and is to be used as the first location for the end user to resolve common issues.

The end user also is encouraged to use the shared knowledge of the local divisional experts.

Tier 1- Help DeskTechnology Services maintains a phone help line to take requests and problem reports. The help line either solves the issue immediately or escalates the problem to the appropriate staff member.

Tasks for this level include increasing site collection quotas, and change ownership where necessary. They will be given read access across the environment through Web application policies. This group will have no access to central administration. The goal at this level is to focus on user issues, not changing settings in the Web applications, antivirus, blocked file types, and so on. The help desk should understand the site settings interface and list settings really well.

Services Offered

Takes all requests and escalations referred from the user. Creates and manages the FAQ/end user knowledge base. Maintains and supports end user training materials. Is aware and often involved in any planned downtime activities. Meets with the Tier 2 team to ask questions and share knowledge. Facilitates site creation. Resolves site lockout.


kristinh, 07/11/12,

Who is on this team???????


Access and permissions related troubleshooting. Account management password resets.

Service Level Agreement Metrics

Average time to resolution Number of Tickets open Number of Tickets closed Percentage of Tickets closed within SLA period. Percentage of Tickets closed beyond SLA period. Percentage of Tickets closed - User Response Dissatisfied Percentage of Tickets closed - User Response Satisfied Percentage of Tickets closed - User Response Highly Satisfied Number and Percentage of Tickets escalated.

Tier 2- Operations/EngineeringSharePoint Server Admins and Operations Team - This team has exclusive SharePoint Server access to production (not including Datacenter resources and backup ops). This team resolves any issues which require access to the farm or other access. While the hardware and network are provided by other infrastructure teams, this team ultimately owns the environment. They are responsible for outages and isolating systemic issues. They take client escalations which relate to server issues including, but not limited to performance, site or service outages, restores, and server errors.

Installation of SharePoint Software Upgrade of SharePoint & MSSQL installations Maintenance: hot fixes, service packs Backup/restore – production and development environments Disaster recovery solutions - may be another farm or virtual solution Optional - Cluster and Load Balancing Support Security and Authorization (DC support/Firewalls) SQL Server Support and Maintenance Database Consistency and Maintenance

o Database Backup o Database Index Maintenance o Defragmentation of data disks o Disk Growth management o Disk IO monitoring

Disk Management Virtualization Support



Development environment support Test environment support Staging or Pre-Production support Deployment of solutions and features.

Tier 3- Subject Matter ExpertsTier 3 SharePoint Architect/Engineering Team with extensive SharePoint Products and Technologies experience, including those involved in the design and architecture of the system, provide tier 3 support. Tier 3 support is expected to comprise approximately 1 percent of systemic support calls. Support in this area will almost always require SharePoint Governance Committee and Technology Committee input.

Tasks

Review of District plans with SharePoint Governance and Technology Committees Planning for high availability Upgrade validation and steps Storage management Performance management over time Risk management Oversight on change management Database management plans and optimization techniques Establishes Operations processes and best practices Manages Cluster solutions Virtualization and imaging solutions and testing Reviewing usage reports and making recommendations for scale up / scale out Firewall and security management reviews Optimization plans and techniques Meeting with the development teams to ensure best practices Investigating list scale, database scale, and site and site collection scale issues, and

providing guidance and best practices

Customer Interaction and Feedback

COS Technology Services provides three methods to collect satisfaction levels and feedback. An anonymous method of providing feedback (http://intranet.cos.edu/feedback) is available to



employees of the district. Each page of the Internet facing pages has a link to email the Webmaster and finally, employees submit help desk tickets. Satisfaction surveys are sent to all users submitting a ticket after the ticket is closed.

IT provides management of the operational staff to ensure that the governance plan's goals and objectives are met. Please address any concerns to the Dean, Technology Services. Should a request be made for functionality not currently in place that is of sufficient complexity, it will be brought in front of IT Management, and if of sufficient size, in front of the Governance Board. Should it be seen to be of sufficient benefit to the internet or intranet environments, it will be declared a project and pursued accordingly with a standard phased design, development, and testing and implementation methodology.

Communications pertaining to changes or interruptions in the internet and/or intranet services are communicated to the internal community via email and SharePoint based announcements. New features are communicated to internal users via SharePoint based announcements.

SharePoint Physical Topologies

Physical TopologyThe COS physical topology for the SharePoint environment is as follows:

Test | Development: A test farm using the SQL database server and a Virtual Server. This farm is used to develop

web parts and EIS to SharePoint integration. A second test instance configured as a stand-alone implementation is used by the System

Administrator to test patches and hotfixes for the SharePoint system.

Intranet | Extranet | Internet A farm consisting of three servers is deployed for the Intranet, Extranet, and Internet sites.

Each of these servers, excluding the SQL (Database) server, is a virtual server residing on the VMware Cluster.



Management and Delegation

[Insert PDF of drawing]

Development and Configuration Application Policies

Customization PolicyCustomization is changing an element in a site template, altering an existing web part or creation of new templates, master pages etc. Depending on which sites or pages are affected by a change determines the process by which a customization is approved. Simple additions of documents or links are not considered customization.


http://intranet.cos.edu/department/committee/collegecouncil/tc/woc/Shared%20Documents/COS%20Intranet.pdf


Standard internet and intranet users do not have permissions to perform customizations. The SharePoint “Designers” permission level is provided to approve “branding” resources. These consist of:

Manage Lists, Add and Customize Pages, Apply Themes and Borders and Apply Style Sheets

Approval for customization/change will come from the site owner, and be approved by IT due to potential risks of customizations, which include loss of functionality, slow performance and deviation from standards.

Browser Standards and PermissionsThe internet and intranet sites will support browsers based on Microsoft stated support of various browsers. The list of currently supported browsers can be found at:

http://technet.microsoft.com/en-us/library/cc263526.aspx#supportmatrix

Note: Some functionality in SharePoint Server 2010 requires the use of ActiveX controls. This produces limitations on browsers which to not support ActiveX. Currently only 32-bit versions of Internet Explorer support this functionality. For advanced modification of pages and other "data", Internet Explorer 8 and above are the supported browsers.

Site Provisioning and TemplatesThe sites in the internet and intranet sites have been designed and structured for ease of navigation and separation of content based on subject matter and intended audiences. Should



any user wish to have a new site created, the following form should be filled out and submitted to the Help Desk: provide link. The form will then be reviewed and a response given with 1 working day.

Site Collection Provisioning

Sites will target a specific audience o Public audienceo Internal audience onlyo Specific Internal audience only

Sites will be created with templates appropriate for their business purpose.o Header and Footer for each page within a site will be consistent, based upon the

agreed upon Header & Footer templateo Pages within a site shall adhere to district color and font standards

Sites are based on templates that are centrally designed. The assigned site administrator is responsible for assigning further access to new sites.

Standards for all sites Site owner must be displayed on each site Standardized master page to be used for all top level sites Sub-sites list for immediate child sub-sites to be displayed in navigation panel Navigation Panel will follow District standard.

Site requests will list the following as required information:

Purpose

What is the intention of the site to be created? Will it be a Department, Project, or Community site?

Value

How will this site benefit Faculty, Staff, Students or the public?

Audience

Who will need access to the site and use the site?

Site Owner



Who is the person ultimately responsible for the site? This is the Primary contact.

Site Administrator

Who will administer and maintain the site? This is the Secondary contact.

Features

What are the features needed on the site (which are current and which will need to be created. If a feature must be created then the appropriate procedure will be followed)

Document Storage, Newsletter, Calendar, Team collaboration, Banner Data etc.

Site URLs will be short and concise in addressing both the needs of the Site team while keeping the number of characters under 8 characters per site. No spaces or special characters will be used in the Site URL. The following is the list of special characters in SharePoint:

tilde (~) number sign (#) percent (%) ampersand (&) asterisk (*) braces ({ }) backslash (\) colon (:) angle brackets (< >) question mark (?) slash (/) plus sign (+) pipe (|) quotation mark (")

Site Management

User Access• Site guests – “Guests” will have “Visitor” level permissions which are: Can view pages and list items

and download documents. • Site members – “Members” will have “Contributor” level permissions which are: Can view, add,

update, and delete list items and documents.• Site administrators – Site Administrators will have “Owner” level permissions which are: Full

control. This includes ability to delete the site, sub sites, and change any settings related to the site and sub sites. Training is required before an individual will be granted “Owner” level permissions.”


College of the SequoiasSharePoint Governance PlanDevelopment• Standard Site development will be done using SharePoint tools embedded in the SharePoint

environment only (UI tools, No web development tools such as SharePoint Designer 2010 or Visual Studio 2010). Only users with “designer” level permissions will have rights to perform site development. Designers will comply with all design standards (color, font, and graphics) and laws concerning copyrights, trademarks and proprietary names.

• Custom Site development must be scoped by the development team prior to approval by Site Collection Administrators. Contact the Help Desk with custom site development needs (such as workflows, dashboards, or application development).”

Storage QuotasBy default SharePoint Server imposes a 50MB limit on the size of a single document that can be uploaded into a document library.

• By default SharePoint Server imposes a 50MB limit on the size of a single document that can be uploaded into a document library.

• 25MB of storage is allotted for each user’s My Site.• 50 GB of storage is allotted for all Collaboration Sites for shared databases.• 5 GB is default quota (to reduce support calls there are 3 levels... 5, 10, 15. At 15GB if business

justification is provided the site collection is put in its own database with MAX capacity of 100GB NO exceptions. (Configured on the database limits as well as in SharePoint Server.)

• Team Site administrators receive alerts when storage is at 90% of quota.• SharePoint administrators can override storage quota for Site Collections if necessary.

Document Settings• Standard document types allowed to upload include Microsoft Office application files as well as

Adobe portable document files and specific graphic images (.gif, .jpg, .img)• All standard document types are indexed• Versioning of documents is enabled• Documents are retained based on the type of document. Each document type has a defined

retention period..• Approved workflows are allowed in selected libraries

ProceduresHow to Obtain Support

• Contact Site Owner listed on Site• Contact Department/Division SharePoint Power User• Contact Help Desk



SharePoint Business Review Meetings

Change Control, Operational and Governance Committee MeetingsRegular meetings are conducted to discuss the maintenance and governance of the internet and intranet sites. New requests for functionality will also be reviewed during these meetings.

• Change Control Board – Weekly Standing IT meeting to review service change requests held when there are any pending change requests. The user community is informed of any interruptions to service, or new features being deployed.

• Operational Review – Performance and evaluation of intranet and internet environments. These meetings are scheduled on quarterly bases to review concerns or issues raised on either environment and to review performance data on both systems.

• Governance Committee Meetings - These occur on a regular basis and IT will roll up summaries of activities, issues and performance data since the last meeting. Requests for new functionality or projects are reviewed. Meeting minutes are kept and available through the Governance Committee SharePoint team site. (need url)

Education and Training StrategySharePoint offers a very powerful collaboration and document management environment and training is critical to ensure that the organization can support the SharePoint environment and that end users can be up and running and productive with minimal frustration.

• IT offers access to classroom based training courses for individuals interested in becoming site administrators in the SharePoint environment. Curriculum includes:

o COS publishing guidelineso SharePoint navigation interfaceo SharePoint Site standardso Approval methods

• IT offers classroom based training to individual interested in learning more about the basic features of SharePoint. Information on these classes is provided through the FEC and PACE committees. This curriculum includes:

o Overview of COS SharePoint environmento Standard features of Navigationo Standard features of Calendarso Standard features of Document Librarieso Standard features of Listso Collaboration toolso Interface with Microsoft Office applications


College of the SequoiasSharePoint Governance Plan• IT regularly tracks data from service calls and has compiled a Frequently Asked Questions (FAQ)

WIKI site that available at http://intranet.cos.edu/help for internal users and http://www.cos.edu/help for external users. This provides answers to many commonly asked questions.



Key Terms and Definitions

Advertised Availability: this is the schedule of days and times that the system is available. It is referred to as “Advertised” due to the nature of systems. Unplanned maintenance and emergency situations arise that may alter the actual system availability. Essentially this is the target availability that the district plans.

Anonymous User: This is considered a user that has the least privileges on the system. This user does not provide any credentials or identification.

Authenticated User: Is a user that has provided enough credentials to be identified in the system. Once authenticated, a user can access the associated features of that account.

Authentication: When a user enters a user name and password, they are authenticated by the underlying system. The internet site does not require authentication while the intranet site does. In many cases authentication to the intranet is automatic since the user’s user name and password are passed automatically from their computer to the intranet. If external access to the intranet is initiated, the user will most likely need to provide this information each time it is accessed. Blogs: As defined by Wikipedia, a Blog is “a personal journal published on the World Wide Web consisting of discrete entries ("posts") typically displayed in reverse chronological order so the most recent post appears first. Blogs are usually the work of a single individual, occasionally of a small group, and often are themed on a single subject.”

Change Management: As business and IT requirements change a process will be established to review these changes to implement them both for the service definition and the physical deployment. Rolling out service packs and hotfixes are an example of the physical deployment change. Changing the storage size for quota is an example of a change to the service definition.

Constituencies: ____________________

Dashboard: On the internet or intranet a dashboard is a page that provides graphical and textual information on a specific topic. For example dashboards can be created to summarize financial information with graphs and charts. Dashboards can be created by IT and can be requested from the help desk.

Discussion groups: Discussion groups are an intranet feature based on SharePoint technology that allows users to post questions or topic and allows others to respond to previous posts.


College of the SequoiasSharePoint Governance PlanDocument libraries: A document library (or just “library”) is a SharePoint container (like a folder on your computer or network) and is designed to store documents. SharePoint document libraries provide a wealth of features which can make them more powerful than typical folders.

Fault tolerance: Ability of a system to continue to operate during events negatively affecting the availability of the system.

FAQ: FAQ stands for “Frequently Asked Questions.” These are maintained by IT and the Help Desk and can be accessed at http://intranet.cos.edu/help they are intended to provide answers to the most commonly asked questions from users of the internet and intranet.

Governance: Governance is a process through which guidelines and policies for management and upkeep of the internet and intranet portals are defined, implemented and enforced.

Governance Plan : a dynamic service definition setup to mitigate business and IT conflict and provided by established resources and stakeholders, consistent processes, and IT policies.

InfoPath forms: InfoPath is a Microsoft product that allows the creation of forms that end users can fill out and submit for processing.

Intranet: In the content of this Wiki, the “Intranet” is the site for internal COS users that is designed to enhance document management and collaboration. The url for the intranet is: https://portal.cos.edu/Pages/default.aspx

Library: See “document library” definition above.

Lists: A “list” is a SharePoint container (also like a folder on your computer or network) that is designed to store rows and columns of data (like a spreadsheet). While documents can be uploaded to SharePoint lists, this is generally discouraged since SharePoint document libraries are better suited for managing and storing documents.

Microsoft SQL Server (aka MSSQL): SQL Server is a Microsoft database software product. SQL Server databases store all data uploaded to either the internet or intranet sites.

Policies – rules and guidelines enforced to provide consistency and standardization to both business and IT services

Service Definition – Description of the deployment to be delivered in a consistent and standardized way. It describes the offering by which the business can consume the delivery. The definition can change over time through a change management process as determined by the change advisory board.

SharePoint: SharePoint is a Microsoft product that houses and runs the internet and intranet sites. It is a powerful software tool set that provides document management and collaboration tools. More


College of the SequoiasSharePoint Governance Planinformation can be found on Microsoft’s site: http://sharepoint.microsoft.com/en-us/Pages/default.aspx

SharePoint Governance Committee:

SLA: SLA stands for “Service Level Agreement” and is a written commitment between IT and the user community of up time that will be provided for the products and services in question. In this case the SLA is for the internet and intranet and is defined on the governance site here:_________(provide link)

Stakeholder – While there may be a virtual team designed around the delivery of the service, the stakeholders are those in the business and in IT that have a vested ownership in the success of the service. The key stakeholder may be the HR or Communications Director or the CIO. Stakeholders from IT may be the Service Owner (Collaboration or Web Infrastructure or IT Ops Manager), the Lead SharePoint Architect.

Taxonomy: Taxonomy is a method of managing species but can also be applied to data (documents). Essentially descriptive terms are assigned to documents in the internet or intranet to make them easier to find, and once found to make it clear what the document “is” and what it contains. It is well defined on Wikipedia here: http://en.wikipedia.org/wiki/Taxonomy

Team sites: Team sites are a container on the COS intranet that contain multiple lists and libraries and are intended to meet the needs of a team or department. Each team site has customized security settings to determine “who can do what” in terms of reading, adding, modifying and deleting content.

Virtual team: The service delivery team and stakeholders involved in the virtual team are made up of representatives to build a team which provides the service and meets to help move it forward and assist in both the delivery and definition.

Wikis: As defined on Wikipedia, a Wiki “is a website whose users can add, modify, or delete its content via a web browser using a simplified markup language or a rich-text editor. They are particularly useful to share data via web pages and for that reason Wiki pages are used to provide information to COS users in many cases.

Workflows: Workflows on the intranet can be enabled to allow the “flow” of data or documents from one user to other users for review, approval or other purposes. They need to be created by IT or a site administrator and requests can be made to the Help Desk if a workflow is required.


Tim Hollabaugh, 07/11/12,

Need Definition


Signoff

Constituency Date of Review Check off

Technology Committee

District Governance Senate

Deans Council

Senior Management

Version Control

Version Date of Publication

1.0


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