Copy of Example Copy of ETS-Service-Catalog-Template-1

8/2/2019 Copy of Example Copy of ETS-Service-Catalog-Template-1

1/14

IT Service Catalog

2. Review & complete all relevant sections in the template3. 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- 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

7. Reformat all final text to black

8. Remove this page before finalizing draft document

1. Save the IT Service Catalog under a new name before entering initial data

Instructions


2/14

IT Service Catalog

Version Author Date

V1.0 Hoffman 6-Jul

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 forma 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.

Overview

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.

Description

The ETS IT Service Catalogue available for development of User Level

Agreements.


3/14

# 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 Data Center - ProductionSupport

ETS Operations Dennis Hoffman

8 Data Center - Server/DatabaseHosting

ETS Operations Dennis Hoffman

x

Service Ownership


4/14

Service Category:

Service Description:

Ref# Service Contact Service Definition Base Level Services Services Not Included Service Availability Service Charge(s)

1.1 Server Build Server hardware andsoftware installation,

configuration and pre-deployment testing fordevelopment, qualityassurance and productionservers in the IT DataCenter.

- 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 notcovered by an active Service Level orOperating Level Agreement (SLA/OLA)

Normal businesshours (9x5) M-F,

8:00 a.m. - 5:00 pm,U.S. AK Time

(Negotiatedpurchase cost for all

hardware, softwareand associatedcomponents (-seeVendor serverpricelist)

1.2 Server Maintenanceand Support

Maintenance and support ofserver(s) and server relatedcomponent(s).

- Patch management (based on standardmonthly Risk Analysis).- Operating system upgrades and revisionsbased on the IT policies.- Relevant component upgrades and/or

changes based on IT policies.

- Non-standard or undocumented devices- Unregistered devices per CMDB entitylisting- Servers and/or related components notcovered by an active Service Level

Agreement- Non-standard server component installationand/or configuration

24x7x365 forregistered ITCustomers andConfiguration Items(CIs)

To be negotiated

1.3 Server BackupManagement

Server Backup Managementincludes offsite mediamanagement includingsystem administrationassociated with backupstorage software andassociated devices.

- Management of all server backuphardware and software- Daily server operating system / file systembackups

- Off-site storage beyond five (5) fiscal yearsof data- Backup Management services for personalcomputing systems- Database backup services

Normal businesshours (9x5) M-F,8:00 a.m. - 5:00 pm,U.S. AK Time

To be negotiated

1.4 Server RecoveryManagement

Server RecoveryManagement includesoffsite media managementincluding systemadministration associatedwith backup storagesoftware and associateddevices.

Global backup and recoveryprocess development,implementation andadministration based on ITpolicies and baselines.

- Management of all server restorationhardware and software- Server image and/or file system(s)restoration

- Recovery Management services forpersonal computing systems / devices- Database recovery services

24x7x365 forregistered ITCustomers andConfiguration Items(CIs)

To be negotiated

1.5 Server PerformanceManagement

Performance Managementincludes monitoring andnotification of servers toensure continuous ITservice.

- Automated monitoring of serverthresholds- Automated reporting of server anomalies- Automated Service Desk notification

- Non-standard or undocumented devices- Unregistered devices (full CMDB listingrequired)- Devices not covered by an applicableService Agreement

Normal businesshours (9x5) M-F,8:00 a.m. - 5:00 pm,U.S. AK Time

To be negotiated

1.6 Server Vendor

Management

Manage relationship with

vendor(s) for serverproducts and related issues.

- Central point of contact for

company/vendor relationship management- Initiate / renew contracts and maintenanceagreements- Manage license compliance- Create purchase orders and approvepayment of invoices- Underpinning contract (UC) negotiationand 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

To be negotiated

Server Administration ServicesService support and delivery of standard/approved servers and associated components /devices.


5/14

Service Category:



2.1 Database Planning

and Advisory Services

Advisory services for internal

planning related to logical

and physical databasedesign projects.

- Assist with database designs

based on project requirements

- Assist project teams with EntityRelationship Diagrams (ERD)- Assist development team(s)with database design andperformance planning

Database installation,

configuration, maintenance,

support and/or performancemanagement services

N/A Negotiated by

Business

RelationshipManager (BRM)

2.2 Database Installation

and Configuration

Database hardware and

software installation,configuration and dataaccess testing for database

instances serving approvedIT applications.

- Installation of database disk

hardware- Installation of database serversoftware

- Assist with data migration andintegrity activities- Integrate backup and recovery

processes into the businesscontinuity plan- Consult with business onneeds related to databasetechnologies

- Implement standard DR,backup and recovery services

- Non-standard or unregistered

databases- Non-standard or unregisteredhardware and/or software

- Databases not covered by anactive Service Level orOperating Level Agreement

(SLA/OLA)

Normal business

hours (9x5) M-F, 8:00a.m. - 5:00 pm, U.S.AK Time

Negotiated

purchase cost fordisk storage,associated

hardware anddistributed softwarecosts.

2.3 Database

Maintenance andSupport

Maintenance and support of

databases and related datacomponents.

- Patch and upgrade

management services- User account administration(database tier only)- Change Management for

database related entities- Second tier database supportand incident remediation

- Non-standard or unregistered

databases- Non-standard or unregisteredhardware and/or software- Databases not covered by an

active Service Level orOperating Level Agreement(SLA/OLA)

24x7x365 for

registered ITCustomers andConfiguration Items(CIs)

Negotiated by

BusinessRelationshipManager (BRM)

2.4 Database Backup andRecovery

Database BackupManagement services

include onsite/offsite storageof data and management ofmedia.

Database Recovery includesdata recovery of full or

partial database instancesserving IT applications.

- Management of databasebackup hardware and software

- Daily, weekly, monthly andannual data backup services- Partial/full data/databaseinstance restoration

- Non-standard or unregistereddatabases

- Non-standard or unregisteredhardware and/or software- Databases not covered by anactive Service Level orOperating Level Agreement(SLA/OLA)

24x7x365 forregistered IT

Customers andConfiguration Items(CIs)

Negotiated byBusiness


Database Services

Service support and delivery of database services for approved ITapplications.


6/14

Service Category:



Database Services

Service support and delivery of database services for approved ITapplications.

2.5 DatabasePerformance

Management

Performance Managementincludes monitoring and

notification of the databaseenvironment to ensuremaximum availability andadequate capacity.

- Automated monitoring ofdatabase services and

thresholds- Automated reporting ofdatabase anomalies- Automated Service Desknotification

- Non-standard or unregistereddatabases

- Non-standard or unregisteredhardware and/or software- Databases not covered by anactive Service Level orOperating Level Agreement(SLA/OLA)

24x7x365 forregistered IT

Customers andConfiguration Items(CIs)

Negotiated byBusiness


2.6 Database VendorManagement

Manage relationship withvendor(s) for databaseproducts and related issues.

- Central point of contact forcompany/vendorcommunications- Initiate / renew contracts and

maintenance agreements- Manage license compliance

- Create purchase orders andapprove payment of invoices- Underpinning contract (UC)negotiation and facilitation

- Vendors not covered underan active UC

Normal businesshours (9x5) M-F, 8:00a.m. - 5:00 pm, U.S.AK Time

Negotiated byBusinessRelationshipManager (BRM)


7/14

Service Category: IT Client Services


Ref# Service Contact Service Definition Base Level Services Services Not Included Service Availability

3.1 Software Installation andSupport

Installation and supportof approved and

licensed software orstandard images for

laptop and desktopWindows-based clients.

- Installation of standard softwarepackages

- Initial load of laptop or desktoppersonal computer disk image

- User-specific configurations ofWindows computing environment- Initial delivery and physical setupof systems- Routine maintenance servicesincluding patches, fixes, virusupdates, BIOS updates

- Non-standard softwareinstallation

- Non-Windows softwareinstallation

- Technology that shouldnot be installed orimplemented

Normal business hours(9x5) M-F, 8:00 a.m. -

5:00 pm, U.S. AK Time

3.2 Hardware Break/Fix

Support

Third Tier

troubleshooting anddiagnosis of laptop anddesktop issues

associated withhardware 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 shouldnot be installed orimplemented

24x7x365 for registered

IT Customers andConfiguration Items(CIs)

3.3 Network Printer Support Installation, setup and ortroubleshooting ofnetwork printers.

- New printer installation (standarddevices only) and network activation

- Hardware maintenanceincluding toner cartridgereplacement, etc.

Normal business hours(9x5) M-F, 8:00 a.m. -5:00 pm, U.S. AK Time

3.4 Security Remediation Service related toregistered security

threats / vulnerabilities(e.g. virus, worminfection).

- Assistance / removal of securitythreats (e.g. viruses, worms) and

removal from the computingenvironment- Coordination of activities withother service groups for thepurposes of security remediation- Disconnecting infected machinesfrom the network (if required)- Applying recommended fixesand/or patches (if required)

- Rebuilding machines (if required)

- Remediation of securityissues on unregistered

assets

24x7x365 for registeredIT Customers and

Configuration Items(CIs)

IT Client Services products provides IT customers with technology services


8/14

Service Charge(s)

Negotiated byBusiness Relationship

Manager (BRM)

Negotiated by

Business RelationshipManager (BRM)

Negotiated byBusiness RelationshipManager (BRM)

Negotiated byBusiness Relationship

Manager (BRM)


9/14

Service Category:



4.1 LAN Administration Local Area Network(LAN) design,implementation,support, daily

administration andmanagement.

- Network jack installation- Router installations & configuration- Customer issue analysis andresolution

- Issue management and escalation toexternal vendor(s)- Underpinning contract (UC)negotiation and facilitation

- Redundant networkconnections- Non-standard networkdevices

- Third party networkconnections- Wireless access /access points

24x7x365 for registeredIT Customers andConfiguration Items(CIs)


4.2 WAN Administration Wide Area Network(WAN) design,implementation,

support, dailyadministration andmanagement.

- Network backbone installation andconfiguration management including:

- Cabling

- Switches- Routers

- Issue management and escalation toexternal vendor(s)- Underpinning contract (UC)negotiation and facilitation

- Redundant networkconnections- Non-standard network

devices- Third party networkconnections

24x7x365 for registeredIT Customers andConfiguration Items

(CIs)


Networking Services

Service support and delivery of standard/approved network devices and


10/14

Service Category:



5.1 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 onusage- Remote / calling cardservices

24x7x365 for


Negotiated by


5.2 Cell Phone Services Procurement, setup andmanagement of cell phonesfor authorized employees.

- Management of cell phonesprovided by contracted vendor- Procurement and distribution of

phone and accessories- Setup of monthly calling plans

- Tracking and reporting onusage- International cell phone

services

Normal businesshours (9x5) M-F, 8:00a.m. - 5:00 pm, U.S.

AK Time

Negotiated byBusinessRelationship

Manager (BRM)

5.3 Pager Services Procurement, setup and

management of pagers forauthorized employees.

- Management of pagers

provided by standard vendor- Procurement and distribution ofpagers and accessories- Setup of monthly paging plans

- Tracking and reporting on

usage- International paging services

24x7x365 for


Negotiated by


5.4 Video Conferencing Video conferencinginstallation, 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 forremote site visits- International conferencing

support- Video bridging expenses

Normal businesshours (9x5) M-F, 8:00a.m. - 5:00 pm, U.S.

AK Time

Negotiated byBusinessRelationship

Manager (BRM)

Telecommunications Services

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


11/14

Service Category: ETS Server and Database Hosting


Service Contact Service Definition Base Level Services Services Not Included Premium Services Service Availability Service Charge(s)

Backup and Recovery System Backup andRecovery services atthe ETS data center.Systems that have

databases and files ofdata restored orbacked up.

High-performanceDatabase Backup andRecovery

Bare Metal DisasterRecovery

Must support diskbased disasterrecovery. In the eventof a disaster, enable

quick and seamlessrecovery of the entireenvironment, includingthe OS, applicationsand all user data

Normal businesshours (24X7X365) M-F, 8:00 a.m. - 8:00am, U.S. AK Time

Data Storage: MVS--Megabytes day=.0021;Tape Storage - per tape amonth=1.7501;Tape

storage/Daily=.0561

Mainframe Legacy Systems Mainframe systemhosting services atthe Juneau datacenter. Systems thathave been installedand running on theETS managedZ/Series mainframe.

(1) operations oflegacy systems on amainframe computer;(2) managedcommodity servers tohost distributedsystems; and (3) powerand space for acustomers to managetheir own distributedservers in a datacenter facility; and 4)backup and recovery.

Unscheduledbackup/recovery; BusinessContinuity planning;

Specialized monitoringand managementspecific to theapplications beinghosted.

Normal businesshours (24X7X365) M-F, 8:00 a.m. - 8:00am, U.S. AK Time

Batch-.1201/.0804 perCPU CICS-.0246/.0165per CPU TSO.2239/.1500 per CPU:

Service support and delivery of ETS computing services.


12/14

Service Category: Utility Hosting Services

Service Description: Service support and delivery of Homeland Secure Hosting of Mid-Range computing components and devices.


Infrastructure Support

Server Infrastructure

Dennis Hoffman Provide Server-RackInfrastructure tohouse and secure

State of Alaska serverandtelecommunicationsequipment.

Provide infrastructure(firewalls, routers,switches, batteries,

power, UPS,monitoring), to enablea secure and reliableinfrastructure in asecure location

Servers that the client willuse outside of SSAfacilities for client's own

applications or support.Telecommunicationsbetween client and SSAfacilities.

Same as Base LevelServices

Service is provided at0.995 reliability

Price is included in serveror co-location charges

Co-location Services

Dennis Hoffman Provide Server-RackInfrastructure tohouse and secureState of Alaska serverandtelecommunicationsequipment.

Provide infrastructure(firewalls, routers,switches, batteries,power, UPS,monitoring), to enablea secure and reliableinfrastructure in asecure location

Servers that the client willuse for their ownapplications or support.SSA does not provideSLA's on Customer ownedCo-located equipment.Telecommunicationsbetween client and SSA

Same as Base LevelServices

Server RackInfrastructure isguaranteed to 0.999reliability

Co-location equipment ischarged at $14.48 perdevice for each 1.5 RU. AMigration fee of one- tothree-months Unit Pricewill be assessed.

Server Hosting and

Management

Dennis Hoffman SSA will provide 1Rack Unit of RackSpace, a single-processor server,100MB of IP telecomper day, 1GB ofConfiguration filespace, 1GB DRAM,and 10GB of LocalDisc Space

Operating System -either Linux or MSWindows. 6/1 Backupof 1GB ofConfiguration files,10GB Local Backup asimage when changesoccur, OS patching.

Application supportservices, ServerConsolidation,Telecommunicationsbetween client and SSAfacilities.

Multi-processorservers, virtualization,additional backups,


Server Hosting andManagement will be billedat $14.48 per Unit. A Unitincludes 1RU of space, asingle processor, and 100Mbytes of IPtelecommunications perday.

Server Replacement

Dennis Hoffman SSA will replaceservers on a nominalthree-year cycledepending on theserver age.

Replacement serverswill be of at least equalcapability, quality, andreliability as theservers being replaced

Replacement ofservers with a higherquality of server and/orserver virtualization

This service isavailable for all Intel-based servers hostedin the SSA facility

Server replacement isincluded as defined underBase Level Services.Cost for serverreplacement is included inthe server hosting andmanagement charge.

Service Support

Continuous Data Backup

Dennis Hoffman Provide a continuos,separately storedcopy of applicableSOA data.

An additional copy ofdata is stored on aseparate physical SAN.

Data Content Management Data can be stored ona "journaling filesystem" that allows the"unrolling" of all datachanges, therebyprecluding theirretrievable loss orcorruption of data.


In addition to theadditional cost of StorageUnits to hold theappropriate data,continuous data backup ischarged at one Unit perfour Storage Units thatare continuously backedup. Premium services arecharged on a case-by-

case basis.

Security

Dennis Hoffman Physically secureHomeland Securitylocation that meetsTier 3 standards.Each rack isengineered withsufficient equipmentto logically providesufficient security

Includes Firewalls,routing, and physicalprotection of SOAassets. These activitieswill be in compliancewith the SOA SecurityPolicies.

Security outside of the SSAServer Rack Infrastructureor facility, extendedComputer Forensics

Extended ComputerForensics, SecurityEvaluations, policyreviews andrecommendations, andother securityassistance.

Service is provided24/7/365.

Base-level service isincluded in HostingCharges. PremiumServices are charged ona Time-and-MaterialBasis.


13/14

Service Category: Production Support Services


Service Contact Service Definition Base Level Services Services Not Included Service Availability Service Charge(s)

Problem Management,Workload, Availability andEvent Management

Correct faults andproblem situationsthat have beendeployed at the Data

Center.

Discover and classifydevice/service/processdeployed at the DataCenter.

Any additional licenses foragent technology ofHelpdesk access.

24x7x365 forregistered ITCustomers andConfiguration Items

(CIs)

24x7x365 for registered ITCustomers(.09*($63/hr))=$5.67/hr/week*52 weeks = $295/yr

Service support and delivery of Operations Functional Areas.


14/14

Service Category: Utility Hosting Services



Service support and delivery of Homeland Secure Hosting of Mid-

Documents

Copy of Example Copy of ETS-Service-Catalog-Template-1