IT Service Catalog

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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

<Service Owner>

<Contact Info>

6 Utility Hosting
7 Data Center - Production
Support
8 Data Center - Server/Database
Hosting
x <template>

Service Category: Server Administration Services

Service Description: Service support and delivery of standard/approved servers and associated components /
devices.
Ref# Service
1.1 Server Build

Contact
<Contact>

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

Base Level Services

- Initial hardware setup
- Operating system installation
- Server build / image install
- Standard software installation
- Environmental equipment installation
- Security and compliance review
- Server component configuration

Services Not Included

- 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)

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

Service Charge(s)
(Negotiated
purchase cost for all
hardware, software
and associated
components (-see
Vendor server
pricelist)
To be negotiated

1.2

Server Maintenance
and Support

<Contact>

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

<Contact>

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

<Contact>

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

<Contact>

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

<Contact>

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
2.1 Database Planning
<Contact> Advisory services for internal
and Advisory Services
planning related to logical
and physical database
design projects.

Base Level Services

- 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

Services Not Included

Database installation,
configuration, maintenance,
support and/or performance
management services

Service Availability
N/A

Service Charge(s)
Negotiated by
Business
Relationship
Manager (BRM)

- 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.

- 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)

- 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)

2.2

Database Installation
and Configuration

<Contact> Database hardware and

software installation,
configuration and data
access testing for database
instances serving approved
IT applications.

2.3

Database
Maintenance and
Support

<Contact> 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

2.4

Database Backup and <Contact> Database Backup

Recovery
Management services
include onsite/offsite storage
of data and management of
media.
Database Recovery includes
data recovery of full or
partial database instances
serving IT applications.

- Management of database
backup hardware and software
- Daily, weekly, monthly and
annual data backup services
- Partial/full data/database
instance restoration

Service Category: Database Services

Service Description: Service support and delivery of database services for approved IT
applications.
Ref# Service
2.5 Database
Performance
Management

2.6

Database Vendor
Management

Contact
Service Definition
<Contact> Performance Management
includes monitoring and
notification of the database
environment to ensure
maximum availability and
adequate capacity.

Base Level Services

- Automated monitoring of
database services and
thresholds
- Automated reporting of
database anomalies
- Automated Service Desk
notification

<Contact> 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

Services Not Included

- 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)

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

Service Charge(s)
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)

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

<Contact>

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

<Contact>

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

3.3

Network Printer Support

<Contact>

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

<Contact>

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
<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)

<Contact>

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
5.1 Telephone & Voicemail <Contact> Provision of standard
telephone services.

Base Level Services

- Telephone installation,
management and configuration
- Telephone support
- Voicemail services
- Analog phone setup
- Modem line setup

Services Not Included

- Employee usage reporting
- Tracking and reporting on
usage
- Remote / calling card
services

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

Service Charge(s)
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)

5.2

Cell Phone Services

<Contact> 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

<Contact> 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

<Contact> 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
<Contact Name>

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

<Contact Name>

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
<Contact Name>

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
<Service Category 1>

Contact

Service Definition

Base Level Services

Services Not Included

<Contact Name>

<Service Definition>

<Included Services>

<Services Not Included>

<Contact Name>

<Service Definition>

<Included Services>

<Contact Name>

<Service Definition>

<Contact Name>

Premium Services

Service Availability

Service Charge(s)

<Premium Services>

<Service Availability>

<Service Charge>

<Services Not Included>

<Premium Services>

<Service Availability>

<Service Charge>

<Included Services>

<Services Not Included>

<Premium Services>

<Service Availability>

<Service Charge>

<Service Definition>

<Included Services>

<Services Not Included>

<Premium Services>

<Service Availability>

<Service Charge>

<Contact Name>

<Service Definition>

<Included Services>

<Services Not Included>

<Premium Services>

<Service Availability>

<Service Charge>

<Service Category 2>