Example Copy of ETS Service Catalog Template

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 - 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

IT Service Catalog

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. 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. Version

Author

Date

Description

V1.0

Hoffman

6-Jul

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

ETS Operations

Dennis Hoffman

ETS Operations

Dennis Hoffman

ETS Operations

Dennis Hoffman

…

…

6 Utility Hosting 7 Data Center - Production Support 8 Data Center - Server/Database Hosting x … …

Service Category: Server Administration Services Service Description: Service support and delivery of standard/approved servers and associated components / devices. Ref# Service

Contact

Service Definition

Base Level Services

Services Not Included

Service Availability

Service Charge(s)

- 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) To be negotiated

1.1

Server Build



Server hardware and software installation, configuration and predeployment testing for development, quality assurance and production servers in the IT Data Center.

1.2

Server Maintenance and Support



Maintenance and support of - Patch management (based on standard server(s) and server related monthly Risk Analysis). component(s). - 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)

1.3

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

1.4

Server Recovery Management



Server Recovery Management includes offsite media management including system administration associated with backup storage software and associated devices.

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

- Recovery Management services for personal 24x7x365 for computing systems / devices registered IT - Database recovery services Customers and Configuration Items (CIs)

To be negotiated

Global backup and recovery process development, implementation and administration based on IT policies and baselines.

1.5

Server Performance Management



Performance Management includes monitoring and notification of servers to ensure continuous IT service.

- Automated monitoring of server thresholds - Non-standard or undocumented devices - Automated reporting of server anomalies - Unregistered devices (full CMDB listing - Automated Service Desk notification required) - Devices not covered by an applicable Service Agreement

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

1.6

Server Vendor Management



Manage relationship with - Central point of contact for - Vendors not covered under an active UC vendor(s) for server products company/vendor relationship management and related issues. - 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 To be negotiated hours (9x5) M-F, 8:00 a.m. - 5:00 pm, U.S. AK Time

Service Category: Database Services Service Description: Service support and delivery of database services for approved IT applications. Ref# Service

Contact

Service Definition

Base Level Services

Services Not Included

Service Availability

Service Charge(s)

2.1

Database Planning Advisory services for internal and Advisory Services 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

N/A

Negotiated by Business Relationship Manager (BRM)

2.2

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.

2.3

Database Maintenance and Support

Maintenance and support of - Patch and upgrade databases and related data management services components. - 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)

2.4

Database Backup and Database Backup Recovery Management services include onsite/offsite storage of data and management of media.

- 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 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

Service Category: Database Services Service Description: Service support and delivery of database services for approved IT applications. Ref# Service

Contact

Service Definition

Base Level Services

Services Not Included

Service Availability

Service Charge(s)

- 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)

- 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)

2.5

Database Performance Management

Performance Management includes monitoring and notification of the database environment to ensure maximum availability and adequate capacity.

2.6

Database Vendor Management

Manage relationship with - Central point of contact for vendor(s) for database company/vendor products and related issues. communications - Initiate / renew contracts and maintenance agreements - Manage license compliance - Create purchase orders and approve payment of invoices - Underpinning contract (UC) negotiation and facilitation

Service Category: IT Client Services Service Description: IT Client Services products provides IT customers with technology services Ref# Service 3.1 Software Installation and Support

Contact

Service Definition



Installation and support of approved and licensed software or standard images for laptop and desktop Windows-based clients.

Base Level Services - 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

Services Not Included

Service Availability

- Non-standard software installation - Non-Windows software installation - Technology that should not be installed or implemented

Normal business hours Negotiated by (9x5) M-F, 8:00 a.m. - Business Relationship 5:00 pm, U.S. AK Time Manager (BRM)

Service Charge(s)

- 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 Negotiated by IT Customers and Business Relationship Configuration Items Manager (BRM) (CIs)

3.2

Hardware Break/Fix Support



Third Tier troubleshooting and diagnosis of laptop and desktop issues associated with hardware devices / failures.

3.3

Network Printer Support



Installation, setup and or - New printer installation (standard - Hardware maintenance troubleshooting of devices only) and network activation including toner cartridge network printers. replacement, etc.

Normal business hours Negotiated by (9x5) M-F, 8:00 a.m. - Business Relationship 5:00 pm, U.S. AK Time Manager (BRM)

3.4

Security Remediation



Service related to registered security threats / vulnerabilities (e.g. virus, worm infection).

24x7x365 for registered Negotiated by IT Customers and Business Relationship Configuration Items Manager (BRM) (CIs)

- 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

Service Category: Networking Services Service Description: Service support and delivery of standard/approved network devices and Ref# Service 4.1 LAN Administration

4.2

WAN Administration

Contact

Service Definition Local Area Network (LAN) design, implementation, support, daily administration and management.

Base Level Services - 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

Services Not Included - Redundant network connections - Non-standard network devices - Third party network connections - Wireless access / access points

Service Availability 24x7x365 for registered IT Customers and Configuration Items (CIs)

Service Charge(s) 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 Services Service Description: Service support and delivery of standard/approved telecommunications components and devices. Ref# Service

Contact

Service Definition

Base Level Services

Services Not Included

Service Availability

Service Charge(s)

- 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)

- 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)

5.1

Telephone & Voicemail Provision of standard telephone services.

5.2

Cell Phone Services

Procurement, setup and - Management of cell phones management of cell phones provided by contracted vendor for authorized employees. - Procurement and distribution of phone and accessories - Setup of monthly calling plans

5.3

Pager Services

Procurement, setup and management of pagers for authorized employees.

- Management of pagers - Tracking and reporting on provided by standard vendor usage - Procurement and distribution of - International paging services pagers and accessories - Setup of monthly paging plans

24x7x365 for registered IT Customers and Configuration Items (CIs)

Negotiated by Business Relationship Manager (BRM)

5.4

Video Conferencing

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

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

Negotiated by Business Relationship Manager (BRM)

- Travel and expense for remote site visits - International conferencing support - Video bridging expenses

Service Category: ETS Server and Database Hosting Service Description: Service support and delivery of ETS computing services. Service Backup and Recovery

Contact

Service Definition System Backup and Recovery services at the ETS data center. Systems that have databases and files of data restored or backed up.

Base Level Services Services Not Included High-performance Bare Metal Disaster Database Backup and Recovery Recovery

Premium Services 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

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

Service Charge(s) Data Storage: MVS-Megabytes day=.0021; Tape Storage - per tape a month=1.7501;Tape storage/Daily=.0561

Mainframe Legacy Systems



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 Unscheduled legacy systems on a backup/recovery; Business mainframe computer; Continuity planning; (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.

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 Infrastructure Support

Contact

Service Definition

Base Level Services

Services Not Included

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

Service Availability

Service Charge(s)

Servers that the client will Same as Base Level use outside of SSA facilities Services for client's own applications or support. Telecommunications between client and SSA facilities.

Service is provided at 0.995 reliability

Price is included in server or co-location charges

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 Same as Base Level use for their own Services applications or support. SSA does not provide SLA's on Customer owned Co-located equipment. Telecommunications between client and SSA facilities.

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.

Dennis Hoffman

SSA will provide 1 Rack Unit of Rack Space, a singleprocessor 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.

Multi-processor servers, virtualization, additional backups,

Service is provided at 0.995 reliability

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.

Dennis Hoffman

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 Intelbased 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.

Dennis Hoffman

Provide a continuos, separately stored copy of applicable SOA data.

An additional copy of Data Content Management Data can be stored on Service is provided at data is stored on a a "journaling file 0.995 reliability separate physical SAN. system" that allows the "unrolling" of all data changes, thereby precluding the irretrievable loss or corruption of data.

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-bycase basis.

Dennis Hoffman

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.

Base-level service is included in Hosting Charges. Premium Services are charged on a Time-and-Material Basis.

Server Infrastructure

Co-location Services

Server Hosting and Management

Server Replacement

Premium Services

Service Support

Continuous Data Backup

Security

Security outside of the SSA Server Rack Infrastructure or facility, extended Computer Forensics

Extended Computer Service is provided Forensics, Security 24/7/365. Evaluations, policy reviews and recommendations, and other security assistance.

Service Category: Production Support Services Service Description: Service support and delivery of Operations Functional Areas. Service Problem Management, Workload, Availability and Event Management

Contact

Service Definition Correct faults and problem situations that have been deployed at the Data Center.

Base Level Services Discover and classify device/service/process deployed at the Data Center.

Services Not Included Any additional licenses for agent technology of Helpdesk access.

Service Availability 24x7x365 for registered IT Customers and Configuration Items (CIs)

Service Charge(s) 24x7x365 for registered IT Customers (.09*($63/hr))=$5.67/hr/w eek*52 weeks = $295/yr

Service Category: Utility Hosting Services Service Description: Service support and delivery of Homeland Secure Hosting of MidService

Contact

Service Definition

Base Level Services

Services Not Included





















Premium Services

Service Availability

Service Charge(s)



















































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