Operations and Maintenance Responsibility Matrix

Department of Veterans Affairs

October 2014
Version 1.4

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 Revision History
Date Version Description Author
October 2014 1.4 Updated AITC to Corporate
Data Center Operations Process Management
(CDCO)
July 2014 1.3 Upgraded to MS Office 2007- Process Management
2010 format
April 2012 1.2 Added text to Instructions tab Process Management
and removed embedded
document
November 1.1
2011 Added Instructions tab Process Management
October 2011 1.0
Updated to reflect significant
Process Management
CDCO organizational changes

February 2011 0.0 Draft Process Management

Place latest revisions at top of table.

 Operations and Maintenance Plan
ARCI Matrix for Application Name (???)

ARCI: A=Accountable, R=Responsible, C=Consulted, I=Informed Other SDE Enterprise O

340 Facilities Service/Support/Tech Infrastructure

Enter the Program Manager Business Unit

Contracting Officers Representative (COR)

315 Open Systems Infrastructure Support

32C Release Project Management Office

327 Application Integration Management
0D Service Level Management Office
0D1 Regional Property Management

304 Project Controls Engineering

317B Media Production Support

313 Enterprise Storage Support

316 Swing/Night Shift Support

305D Enterprise Connectivity
National Service Desk (NSD)

305A Facilities Management

305E Property Management

0F Chief Technology Office
301 Revenue Management
0E2 Information Assurance

302 Contract Management

303A Asset Management

317A Production Support

Contracting Officer (CO)

314 Mainframe Support

0E3 Technical Security

305B Physical Security

0A Public Affairs Office

303 Cost Management

315A Desktop Support

312 Database Support
310 Windows Support
0E1 Access Security
0B Special Projects

311 UNIX Support

ICS/MQAS/SQAS
FISO/NISO/RISO
Customer
Vendor
Operating
Role Activity
Environment

Production Application Assess Data Loss and Determine R A R R C C C C C C

Administration Data Recovery Requirements
Production Application Establish Backup Schedules - R I I R A R
Administration Mainframe
Production Application Establish Backup Schedules - UNIX R I I R A
Administration
Production Application Establish Backup Schedules - R I R R A
Administration WINTEL
Production Application Establish Monitoring Requirements C A R I C C C C C C
Administration and Parameters
Production Application Establish/Maintain Application C A R R
Administration Access Authorization&Profile
Production Application Implement Software Upgrades A C C R C R R R R R R I
Administration
Production Application Maintain Application Server - I I A
Administration Mainframe
Production Application Maintain Application Server - UNIX I I A
Administration
Production Application Maintain Application Server - I I A
Administration WINTEL

Department of Veterans Affairs

Data Date: MM/DD/YYYY Page 3 of 22
CDCO - Austin ITC
 Operations and Maintenance Plan
ARCI Matrix for Application Name (???)

ARCI: A=Accountable, R=Responsible, C=Consulted, I=Informed Other SDE Enterprise O

340 Facilities Service/Support/Tech Infrastructure

Enter the Program Manager Business Unit

Contracting Officers Representative (COR)

315 Open Systems Infrastructure Support

32C Release Project Management Office

327 Application Integration Management
0D Service Level Management Office
0D1 Regional Property Management

304 Project Controls Engineering

317B Media Production Support

313 Enterprise Storage Support

316 Swing/Night Shift Support

305D Enterprise Connectivity
National Service Desk (NSD)

305A Facilities Management

305E Property Management

0F Chief Technology Office
301 Revenue Management
0E2 Information Assurance

302 Contract Management

303A Asset Management

317A Production Support

Contracting Officer (CO)

314 Mainframe Support

0E3 Technical Security

305B Physical Security

0A Public Affairs Office

303 Cost Management

315A Desktop Support

312 Database Support
310 Windows Support
0E1 Access Security
0B Special Projects

311 UNIX Support

ICS/MQAS/SQAS
FISO/NISO/RISO
Customer
Vendor
Operating
Role Activity
Environment

Production Application Monitor Application Logs A R

Administration
Production Application Serve as Point of Contact for VA- R A R I I
Administration Wide User Application Support
Production Application Define Capacity and Scalability A C R R R C C C C
Architecture Rqmts. Using Historical Trends
Production Application Produce Application Data Interface A C R I
Architecture Diagram (Functional Interface)

Production Application Produce Network Topology Diagram C I I A C C C C I C

Architecture (Physical ConnectionService Layer)

Production Application Provide System Profile C R R A C C C C C

Architecture
Production Application Design Application Software R A R C
Development
Production Application Develop and Distribute User Guides C A R I I
Development
Production Application Develop and Document Optimization A R R R I I I I I
Development Techniques

Department of Veterans Affairs

Data Date: MM/DD/YYYY Page 4 of 22
CDCO - Austin ITC
 Operations and Maintenance Plan
ARCI Matrix for Application Name (???)

ARCI: A=Accountable, R=Responsible, C=Consulted, I=Informed Other SDE Enterprise O

340 Facilities Service/Support/Tech Infrastructure

Enter the Program Manager Business Unit

Contracting Officers Representative (COR)

315 Open Systems Infrastructure Support

32C Release Project Management Office

327 Application Integration Management
0D Service Level Management Office
0D1 Regional Property Management

304 Project Controls Engineering

317B Media Production Support

313 Enterprise Storage Support

316 Swing/Night Shift Support

305D Enterprise Connectivity
National Service Desk (NSD)

305A Facilities Management

305E Property Management

0F Chief Technology Office
301 Revenue Management
0E2 Information Assurance

302 Contract Management

303A Asset Management

317A Production Support

Contracting Officer (CO)

314 Mainframe Support

0E3 Technical Security

305B Physical Security

0A Public Affairs Office

303 Cost Management

315A Desktop Support

312 Database Support
310 Windows Support
0E1 Access Security
0B Special Projects

311 UNIX Support

ICS/MQAS/SQAS
FISO/NISO/RISO
Customer
Vendor
Operating
Role Activity
Environment

Production Application Document Installation and R A R I I I I

Development Deployment Procedures
Production Asset Account for Assets on Equipment I R R C A R R R R R R
Management Inventory Listing (EIL)
Production Asset Decommission CI(s) Assets I R R R I I I I A R R R R R R R
Management
Production Asset Provide Configuration Management R R R I A R R R R R R I
Management with Asset Management Information

Production Asset Receive Assets and Store in I R R I I I R A R R R R R R

Management Definitive Hardware Store
Production Asset Complete IFCAP Receiving A
Management
Production Asset Renew hardware and software R C I A
Management Maintenance Service Plans (MSPs)

Production Availability Analyze Availability R I R A

Management
Production Availability Collect Availability Data C I R A
Management

Department of Veterans Affairs

Data Date: MM/DD/YYYY Page 5 of 22
CDCO - Austin ITC
 Operations and Maintenance Plan
ARCI Matrix for Application Name (???)

ARCI: A=Accountable, R=Responsible, C=Consulted, I=Informed Other SDE Enterprise O

340 Facilities Service/Support/Tech Infrastructure

Enter the Program Manager Business Unit

Contracting Officers Representative (COR)

315 Open Systems Infrastructure Support

32C Release Project Management Office

327 Application Integration Management
0D Service Level Management Office
0D1 Regional Property Management

304 Project Controls Engineering

317B Media Production Support

313 Enterprise Storage Support

316 Swing/Night Shift Support

305D Enterprise Connectivity
National Service Desk (NSD)

305A Facilities Management

305E Property Management

0F Chief Technology Office
301 Revenue Management
0E2 Information Assurance

302 Contract Management

303A Asset Management

317A Production Support

Contracting Officer (CO)

314 Mainframe Support

0E3 Technical Security

305B Physical Security

0A Public Affairs Office

303 Cost Management

315A Desktop Support

312 Database Support
310 Windows Support
0E1 Access Security
0B Special Projects

311 UNIX Support

ICS/MQAS/SQAS
FISO/NISO/RISO
Customer
Vendor
Operating
Role Activity
Environment

Production Availability Develop and Implement Availability A R R C C C C C C C

Management Improvements where Cost Effective

Production Availability Report Incidents/Problems for A I R R R R R R R

Management Capacity or Performance Threshold
Events
Production Build Archive Silver and Gold Builds A R I
Management
Production Build Document Outstanding Defects and R A R I C
Management Workarounds
Production Build Establish Final Release A I R R
Management Configuration (Gold Build Package)

Production Build Implement Approved Changes A C R R R R R R R R R R I

Management
Production Build Record Database Configuration R C R I A
Management Detail
Production Build Record Hardware Configuration R I A I R R R R R
Management Detail (CMDB)
Production Build Record Software Configuration A C R I R R R R R I
Management Detail

Department of Veterans Affairs

Data Date: MM/DD/YYYY Page 6 of 22
CDCO - Austin ITC
 Data Date: MM/DD/YYYY
Operating

Production
Production
Production
Production
Production
Production
Production
Environment

Build
Build

Business
Business
Business
Business
Business

Continuity
Continuity
Continuity
Continuity
Continuity
Role

Management
Management
Management
Management
Management
Management
Management

Level
(VCS)

Capabilities
Plans (ACP)
Activity

Report Release Status

Update Configuration Items in

CMDB/Version Control System

Recovery at BCP Alternate Site

Maintain ACP Testing Schedule
ARCI: A=Accountable, R=Responsible, C=Consulted, I=Informed

Define System Criticality Service

Manage Application Contingency

Plan and Implement Data Recovery

Perform Application Specific Testing
I
I

A
A
A
A

R
Enter the Program Manager Business Unit

I
I
I
I

C
C

Customer
Vendor

R
R
R
R
R
R

National Service Desk (NSD)

ICS/MQAS/SQAS
Other

FISO/NISO/RISO
Contracting Officer (CO)
Contracting Officers Representative (COR)
0A Public Affairs Office
0B Special Projects
I
I

C
R

0D Service Level Management Office

CDCO - Austin ITC

I

0D1 Regional Property Management

Department of Veterans Affairs

0E1 Access Security
I

C
ARCI Matrix for Application Name (???)
Operations and Maintenance Plan

0E2 Information Assurance

0E3 Technical Security
I

0F Chief Technology Office

301 Revenue Management
I

302 Contract Management

303 Cost Management
C

303A Asset Management

I

304 Project Controls Engineering

I

305A Facilities Management

I

305B Physical Security

C

305D Enterprise Connectivity

I

305E Property Management

I

310 Windows Support

I

R R

311 UNIX Support

I

A
C C C

312 Database Support

I

313 Enterprise Storage Support

I

R
R R R R R
C C C C C
R R R R R
C

314 Mainframe Support

R
R
R

315 Open Systems Infrastructure Support

I

C C
C C

315A Desktop Support

316 Swing/Night Shift Support
I
I

R
C
C

317A Production Support

I

317B Media Production Support

I
I
I
I

32C Release Project Management Office

327 Application Integration Management
340 Facilities Service/Support/Tech Infrastructure
Page 7 of 22
SDE Enterprise O
 Operations and Maintenance Plan
ARCI Matrix for Application Name (???)

ARCI: A=Accountable, R=Responsible, C=Consulted, I=Informed Other SDE Enterprise O

340 Facilities Service/Support/Tech Infrastructure

Enter the Program Manager Business Unit

Contracting Officers Representative (COR)

315 Open Systems Infrastructure Support

32C Release Project Management Office

327 Application Integration Management
0D Service Level Management Office
0D1 Regional Property Management

304 Project Controls Engineering

317B Media Production Support

313 Enterprise Storage Support

316 Swing/Night Shift Support

305D Enterprise Connectivity
National Service Desk (NSD)

305A Facilities Management

305E Property Management

0F Chief Technology Office
301 Revenue Management
0E2 Information Assurance

302 Contract Management

303A Asset Management

317A Production Support

Contracting Officer (CO)

314 Mainframe Support

0E3 Technical Security

305B Physical Security

0A Public Affairs Office

303 Cost Management

315A Desktop Support

312 Database Support
310 Windows Support
0E1 Access Security
0B Special Projects

311 UNIX Support

ICS/MQAS/SQAS
FISO/NISO/RISO
Customer
Vendor
Operating
Role Activity
Environment

Production Capacity Develop and Maintain Application R C R A

Management Specific Capacity Plan
Production Capacity Effect Performance Tuning A I R R R R R R R R
Management
Production Capacity Monitor Applications Software A I R C C C I C C R
Management Performance
Production Capacity Monitor Database Server C I R A
Management Performance
Production Capacity Monitor Hardware Performance I R R R R R R A
Management
Production Capacity Monitor Network Performance C I R C C A
Management
Production Capacity Monitor Operating System C I R R R I R R R A
Management Performance
Production Change Coordinate Service Upgrades and A I C C C C C C C C C C C C C
Management Service Outage Windows through
the CAB
Production Change Effect Change through CDCO A R R R R R R R R R R I
Management Standardized Process
Production Change Manage Scheduled R R R I R R R R R R R R A
Management Facility/Infrastructure Outages

Department of Veterans Affairs

Data Date: MM/DD/YYYY Page 8 of 22
CDCO - Austin ITC
 Operations and Maintenance Plan
ARCI Matrix for Application Name (???)

ARCI: A=Accountable, R=Responsible, C=Consulted, I=Informed Other SDE Enterprise O

340 Facilities Service/Support/Tech Infrastructure

Enter the Program Manager Business Unit

Contracting Officers Representative (COR)

315 Open Systems Infrastructure Support

32C Release Project Management Office

327 Application Integration Management
0D Service Level Management Office
0D1 Regional Property Management

304 Project Controls Engineering

317B Media Production Support

313 Enterprise Storage Support

316 Swing/Night Shift Support

305D Enterprise Connectivity
National Service Desk (NSD)

305A Facilities Management

305E Property Management

0F Chief Technology Office
301 Revenue Management
0E2 Information Assurance

302 Contract Management

303A Asset Management

317A Production Support

Contracting Officer (CO)

314 Mainframe Support

0E3 Technical Security

305B Physical Security

0A Public Affairs Office

303 Cost Management

315A Desktop Support

312 Database Support
310 Windows Support
0E1 Access Security
0B Special Projects

311 UNIX Support

ICS/MQAS/SQAS
FISO/NISO/RISO
Customer
Vendor
Operating
Role Activity
Environment

Production Change Participate in Scheduled CAB/CCB A I R C

Management Meetings to Discuss Proposed and
Scheduled Changes

Production Change Provide Documentation and Support A R R C

Management to CCAB in Review of Proposed
Changes
Production Change Review Proposed Changes for A C R C C C C C C I
Management Impact on Configuration Items (CIs)

Production Configuration Develop and Maintain Configuration A I R R C R R

Management Management Plan (CMP)
Production Configuration Update System Interaction Diagrams R C R C R R R R R R A
Management (SIDs) to Reflect as Built Conditions
Production Database Allocate System Storage for the I R A C I I
Administration Database
Production Database Control and Monitor User Access to I I R C R A
Administration Database at Connection Service
Layer

Department of Veterans Affairs

Data Date: MM/DD/YYYY Page 9 of 22
CDCO - Austin ITC
 Operations and Maintenance Plan
ARCI Matrix for Application Name (???)

ARCI: A=Accountable, R=Responsible, C=Consulted, I=Informed Other SDE Enterprise O

340 Facilities Service/Support/Tech Infrastructure

Enter the Program Manager Business Unit

Contracting Officers Representative (COR)

315 Open Systems Infrastructure Support

32C Release Project Management Office

327 Application Integration Management
0D Service Level Management Office
0D1 Regional Property Management

304 Project Controls Engineering

317B Media Production Support

313 Enterprise Storage Support

316 Swing/Night Shift Support

305D Enterprise Connectivity
National Service Desk (NSD)

305A Facilities Management

305E Property Management

0F Chief Technology Office
301 Revenue Management
0E2 Information Assurance

302 Contract Management

303A Asset Management

317A Production Support

Contracting Officer (CO)

314 Mainframe Support

0E3 Technical Security

305B Physical Security

0A Public Affairs Office

303 Cost Management

315A Desktop Support

312 Database Support
310 Windows Support
0E1 Access Security
0B Special Projects

311 UNIX Support

ICS/MQAS/SQAS
FISO/NISO/RISO
Customer
Vendor
Operating
Role Activity
Environment

Production Database Enroll Users and Maintain I A R R

Administration Connection Service Layer Access
Security
Production Database Establish COOP Strategy for Logical R C R I A
Administration and Physical Backups
Production Database Estimate Storage Requirements for C C C A R R R R R R
Administration Application
Production Database Implement and Maintain Operational R R R R A R R I
Administration Scripts
Production Database Implement Database Security and C R R R A R R R I
Administration Upgrades/Patches
Production Database Maintain Operational Database R A R
Administration Management Tools
Production Database Maintain Record of Database I I R R A R
Administration Operational Event Logs
Production Database Modify Application Database I I A R I
Administration Structure
Production Database Monitor and Optimize Database C I C C A C C C C
Administration Performance
Production Database Perform Data Restoration Activities C C I R R A R R R R
Administration

Department of Veterans Affairs

Data Date: MM/DD/YYYY Page 10 of 22
CDCO - Austin ITC
 Operations and Maintenance Plan
ARCI Matrix for Application Name (???)

ARCI: A=Accountable, R=Responsible, C=Consulted, I=Informed Other SDE Enterprise O

340 Facilities Service/Support/Tech Infrastructure

Enter the Program Manager Business Unit

Contracting Officers Representative (COR)

315 Open Systems Infrastructure Support

32C Release Project Management Office

327 Application Integration Management
0D Service Level Management Office
0D1 Regional Property Management

304 Project Controls Engineering

317B Media Production Support

313 Enterprise Storage Support

316 Swing/Night Shift Support

305D Enterprise Connectivity
National Service Desk (NSD)

305A Facilities Management

305E Property Management

0F Chief Technology Office
301 Revenue Management
0E2 Information Assurance

302 Contract Management

303A Asset Management

317A Production Support

Contracting Officer (CO)

314 Mainframe Support

0E3 Technical Security

305B Physical Security

0A Public Affairs Office

303 Cost Management

315A Desktop Support

312 Database Support
310 Windows Support
0E1 Access Security
0B Special Projects

311 UNIX Support

ICS/MQAS/SQAS
FISO/NISO/RISO
Customer
Vendor
Operating
Role Activity
Environment

Production Database Provide Operational Database C C R R A

Administration Schedules
Production Database Provide Resilience and Fail-Over C I I A
Administration Testing Schedule
Production Database Request Database Vendor Support I R A
Administration for Server Specific Issues
Production Database Specify Modifications of Application R A R C
Administration Database Structure
Production Desktop Support Integrate and Test Information R A
Systems Hardware and Software for
Production Desktop Support CDCO Workstations
Manage Desktop Configurations C R A I
(Images) for CDCO Workstations
Production Desktop Support Manage Desktop Configurations C R A I
(Images) for HITC Workstations
Production Desktop Support Manage Desktop Configurations C R A I
(Images) for PITC Workstations
Production Desktop Support Manage Desktop Configurations C R A I
(Images) for CRDC Workstations
Production Desktop Support Manage Desktop Configurations C R A I
(Images) for QITC Workstations

Department of Veterans Affairs

Data Date: MM/DD/YYYY Page 11 of 22
CDCO - Austin ITC
 Data Date: MM/DD/YYYY
Operating

Production
Production
Production
Production
Production
Production
Production
Environment

Incident
Incident
Incident
Incident
Role

Management
Management
Management
Management

Procedures
Workstations
Workstations
Workstations

Potential Solutions

Critical Maintenance
Activity

PITC, CRDC, and QITC

Escalate Incidents/Requests
Problems into NSD for CDCO
Adds and Changes for CDCO

Desktop Support Report Desktop Incidents and

Desktop Support Report Desktop Incidents and

Document Incident Escalation

ARCI: A=Accountable, R=Responsible, C=Consulted, I=Informed

Problems into Remedy for HITC,

Desktop Support Perform Hardware Installs, Moves,

(IRMMs) and/or ANR Messages for

Assess Knowledge Base to Identify

Issue Incident Response Messages

A

C
R
R
C

Enter the Program Manager Business Unit

I
R R
R C
Customer
Vendor

A
A
A
A
A

R
R

National Service Desk (NSD)

ICS/MQAS/SQAS
Other

FISO/NISO/RISO
Contracting Officer (CO)
Contracting Officers Representative (COR)
0A Public Affairs Office
0B Special Projects
0D Service Level Management Office

CDCO - Austin ITC

0D1 Regional Property Management

Department of Veterans Affairs

0E1 Access Security
ARCI Matrix for Application Name (???)
Operations and Maintenance Plan

0E2 Information Assurance

0E3 Technical Security
0F Chief Technology Office
301 Revenue Management
302 Contract Management
303 Cost Management
303A Asset Management
304 Project Controls Engineering
305A Facilities Management
305B Physical Security
305D Enterprise Connectivity
305E Property Management
310 Windows Support
311 UNIX Support
312 Database Support
313 Enterprise Storage Support
314 Mainframe Support
315 Open Systems Infrastructure Support
A

R
R

315A Desktop Support

316 Swing/Night Shift Support
317A Production Support
317B Media Production Support
32C Release Project Management Office
327 Application Integration Management
340 Facilities Service/Support/Tech Infrastructure
Page 12 of 22
SDE Enterprise O
 Operations and Maintenance Plan
ARCI Matrix for Application Name (???)

ARCI: A=Accountable, R=Responsible, C=Consulted, I=Informed Other SDE Enterprise O

340 Facilities Service/Support/Tech Infrastructure

Enter the Program Manager Business Unit

Contracting Officers Representative (COR)

315 Open Systems Infrastructure Support

32C Release Project Management Office

327 Application Integration Management
0D Service Level Management Office
0D1 Regional Property Management

304 Project Controls Engineering

317B Media Production Support

313 Enterprise Storage Support

316 Swing/Night Shift Support

305D Enterprise Connectivity
National Service Desk (NSD)

305A Facilities Management

305E Property Management

0F Chief Technology Office
301 Revenue Management
0E2 Information Assurance

302 Contract Management

303A Asset Management

317A Production Support

Contracting Officer (CO)

314 Mainframe Support

0E3 Technical Security

305B Physical Security

0A Public Affairs Office

303 Cost Management

315A Desktop Support

312 Database Support
310 Windows Support
0E1 Access Security
0B Special Projects

311 UNIX Support

ICS/MQAS/SQAS
FISO/NISO/RISO
Customer
Vendor
Operating
Role Activity
Environment

Production Incident Log and Track Incidents/Requests R R A R R R R R R R

Management
Production Incident Notify CDCO Incident Response R A R R R R R R
Management Team
Production Incident Notify Customer of Incident I I A
Management
Production Incident Perform Triage for R R A R R R R R R R
Management Incidents/Requests
Production Incident Provide Incident Reporting and R I A I I I I I I I
Management Distribution
Production Incident Respond to Incidents/Requests R R A R R R R R R R
Management
Production Incident Train Service Desk Staff C A
Management
Production Network Manage Network Connectivity as I R R R R R R
Administration Described in Application Network
Topology
Production Network Running and Managing System I R R R R R R
Administration Cabling
Production Network Provision Long-Haul Circuits C I R R I I I R A
Administration

Department of Veterans Affairs

Data Date: MM/DD/YYYY Page 13 of 22
CDCO - Austin ITC
 Operations and Maintenance Plan
ARCI Matrix for Application Name (???)

ARCI: A=Accountable, R=Responsible, C=Consulted, I=Informed Other SDE Enterprise O

340 Facilities Service/Support/Tech Infrastructure

Enter the Program Manager Business Unit

Contracting Officers Representative (COR)

315 Open Systems Infrastructure Support

32C Release Project Management Office

327 Application Integration Management
0D Service Level Management Office
0D1 Regional Property Management

304 Project Controls Engineering

317B Media Production Support

313 Enterprise Storage Support

316 Swing/Night Shift Support

305D Enterprise Connectivity
National Service Desk (NSD)

305A Facilities Management

305E Property Management

0F Chief Technology Office
301 Revenue Management
0E2 Information Assurance

302 Contract Management

303A Asset Management

317A Production Support

Contracting Officer (CO)

314 Mainframe Support

0E3 Technical Security

305B Physical Security

0A Public Affairs Office

303 Cost Management

315A Desktop Support

312 Database Support
310 Windows Support
0E1 Access Security
0B Special Projects

311 UNIX Support

ICS/MQAS/SQAS
FISO/NISO/RISO
Customer
Vendor
Operating
Role Activity
Environment

Production Problem Manage Root Cause Analysis A C I C C C C C C C C

Management
Production Problem Provide Escalation and Crisis A C I C C C C C C C C
Management Support
Production Problem Provide Incident Analysis and A C I C C C C C C C C
Management Diagnosis
Production Program Assemble Customer Change C A R I
Management Advisory Board (CCAB)
Production Program Develop and maintain Operations A C C R C C C C C C C C C C C C C C C C C C C C C C C C C C
Management and Maintenance (O&M) Plan
Production Program Monitor and Control Actionable A I R C C
Management Procurement Package
Production Program Monitor and Control Customer A I C C I
Management Contract Performance
Production Program Notify CDCO Physical Security of A R C
Management Planned Visits
Production Program Notify HITC Physical Security of A R C
Management Planned Visits
Production Program Notify PITC Physical Security of A R C
Management Planned Visits

Department of Veterans Affairs

Data Date: MM/DD/YYYY Page 14 of 22
CDCO - Austin ITC
 Operations and Maintenance Plan
ARCI Matrix for Application Name (???)

ARCI: A=Accountable, R=Responsible, C=Consulted, I=Informed Other SDE Enterprise O

340 Facilities Service/Support/Tech Infrastructure

Enter the Program Manager Business Unit

Contracting Officers Representative (COR)

315 Open Systems Infrastructure Support

32C Release Project Management Office

327 Application Integration Management
0D Service Level Management Office
0D1 Regional Property Management

304 Project Controls Engineering

317B Media Production Support

313 Enterprise Storage Support

316 Swing/Night Shift Support

305D Enterprise Connectivity
National Service Desk (NSD)

305A Facilities Management

305E Property Management

0F Chief Technology Office
301 Revenue Management
0E2 Information Assurance

302 Contract Management

303A Asset Management

317A Production Support

Contracting Officer (CO)

314 Mainframe Support

0E3 Technical Security

305B Physical Security

0A Public Affairs Office

303 Cost Management

315A Desktop Support

312 Database Support
310 Windows Support
0E1 Access Security
0B Special Projects

311 UNIX Support

ICS/MQAS/SQAS
FISO/NISO/RISO
Customer
Vendor
Operating
Role Activity
Environment

Production Program Notify CRDC Physical Security of A R C

Management Planned Visits
Production Program Notify QITC Physical Security of A R C
Management Planned Visits
Production Project Develop Cost Estimates for Change A C R R I C C C C C C C C
Management Orders/Service Requests
Production Project Maintain Project Work Breakdown A I R I C C C C C C C C
Management Structure (WBS) Schedule
Production Project Monitor Project Performance A I R I C C C C C C C C
Management
Production Release Confirm Completion of Build Testing A I R I R I
Management Prior to Production Migration
Production Release Plan Deployment(s) A R R R C C C C C C C C C C I
Management
Production Release Prepare and Update Change Orders A R R I
Management
Production Release Provide Release Plan (to A A R I R I
Management Stakeholders)
Production Release Provide Status of Release A R R I R I I
Management

Department of Veterans Affairs

Data Date: MM/DD/YYYY Page 15 of 22
CDCO - Austin ITC
 Operations and Maintenance Plan
ARCI Matrix for Application Name (???)

ARCI: A=Accountable, R=Responsible, C=Consulted, I=Informed Other SDE Enterprise O

340 Facilities Service/Support/Tech Infrastructure

Enter the Program Manager Business Unit

Contracting Officers Representative (COR)

315 Open Systems Infrastructure Support

32C Release Project Management Office

327 Application Integration Management
0D Service Level Management Office
0D1 Regional Property Management

304 Project Controls Engineering

317B Media Production Support

313 Enterprise Storage Support

316 Swing/Night Shift Support

305D Enterprise Connectivity
National Service Desk (NSD)

305A Facilities Management

305E Property Management

0F Chief Technology Office
301 Revenue Management
0E2 Information Assurance

302 Contract Management

303A Asset Management

317A Production Support

Contracting Officer (CO)

314 Mainframe Support

0E3 Technical Security

305B Physical Security

0A Public Affairs Office

303 Cost Management

315A Desktop Support

312 Database Support
310 Windows Support
0E1 Access Security
0B Special Projects

311 UNIX Support

ICS/MQAS/SQAS
FISO/NISO/RISO
Customer
Vendor
Operating
Role Activity
Environment

Production Release Provide Supporting Documentation A R R I

Management for Final Implementation and Sign-off

Production Release Provide Training (Users and Support R A R R

Management Personnel)
Production Security Administer User Access to Database C C C R C A
Management Software
Production Security Develop and Maintain Incident A I R C
Management Response Plan
Production Security Develop and Maintain R R C R A C C C C C
Management Interconnection Security Agreements
(ISAs)
Production Security Develop and Maintain Privacy R R R A
Management Impact Assessment (PIA)
Production Security Develop and Maintain Risk A C R R C C C C C C C C I
Management Assessment
Production Security Develop and Maintain Security C I I A
Management Configuration Checklists
Production Security Develop and Maintain Security Plan A C R C C C C C C C C C I
Management

Department of Veterans Affairs

Data Date: MM/DD/YYYY Page 16 of 22
CDCO - Austin ITC
 Data Date: MM/DD/YYYY
Operating

Production
Production
Production
Production
Production
Production
Production
Production
Production
Production
Environment

Security
Security
Security
Security
Security
Security
Security
Security
Security
Security
Role

Management
Management
Management
Management
Management
Management
Management
Management
Management
Management

Reports

Artifacts
Access Logs

Operate (ATO)
Activity

Perform Security Audits

Ensure Firewall Security

Generate Reviews and Audit

Update SMART with Security

Install System Security Monitors
ARCI: A=Accountable, R=Responsible, C=Consulted, I=Informed

Obtain and Maintain Authority to

Manage and Review Application

Perform Security Controls Testing

Ensure Router and Switch Security
Ensure Physical Security of Facility

A
C
Enter the Program Manager Business Unit

I
I
I

C C
Customer
Vendor

C
R
C
National Service Desk (NSD)
ICS/MQAS/SQAS
Other

FISO/NISO/RISO
Contracting Officer (CO)
Contracting Officers Representative (COR)
0A Public Affairs Office
0B Special Projects
0D Service Level Management Office

CDCO - Austin ITC

0D1 Regional Property Management

Department of Veterans Affairs

A

0E1 Access Security

A
A
A

R
ARCI Matrix for Application Name (???)
Operations and Maintenance Plan

0E2 Information Assurance

A
A
C
C

0E3 Technical Security

0F Chief Technology Office
301 Revenue Management
302 Contract Management
303 Cost Management
303A Asset Management
304 Project Controls Engineering
305A Facilities Management
A

305B Physical Security

305D Enterprise Connectivity
305E Property Management
310 Windows Support
311 UNIX Support
312 Database Support
313 Enterprise Storage Support
C C C C C

314 Mainframe Support

R
C

315 Open Systems Infrastructure Support

315A Desktop Support
316 Swing/Night Shift Support
317A Production Support
317B Media Production Support
I
I
C

32C Release Project Management Office

327 Application Integration Management
340 Facilities Service/Support/Tech Infrastructure
Page 17 of 22
SDE Enterprise O
 Operations and Maintenance Plan
ARCI Matrix for Application Name (???)

ARCI: A=Accountable, R=Responsible, C=Consulted, I=Informed Other SDE Enterprise O

340 Facilities Service/Support/Tech Infrastructure

Enter the Program Manager Business Unit

Contracting Officers Representative (COR)

315 Open Systems Infrastructure Support

32C Release Project Management Office

327 Application Integration Management
0D Service Level Management Office
0D1 Regional Property Management

304 Project Controls Engineering

317B Media Production Support

313 Enterprise Storage Support

316 Swing/Night Shift Support

305D Enterprise Connectivity
National Service Desk (NSD)

305A Facilities Management

305E Property Management

0F Chief Technology Office
301 Revenue Management
0E2 Information Assurance

302 Contract Management

303A Asset Management

317A Production Support

Contracting Officer (CO)

314 Mainframe Support

0E3 Technical Security

305B Physical Security

0A Public Affairs Office

303 Cost Management

315A Desktop Support

312 Database Support
310 Windows Support
0E1 Access Security
0B Special Projects

311 UNIX Support

ICS/MQAS/SQAS
FISO/NISO/RISO
Customer
Vendor
Operating
Role Activity
Environment

Production Security Validate Application Security I I C A

Management Measures
Production Service Level Develop Customer Contract R C C A
Management
Production Service Level Ensure Service Availability Meets A C C R
Management SLAs
Production Service Level Provide System Performance I I R C C C C C C A
Management Information
Production Storage Decommission Storage Media I R C A R R R R R I
Management
Production Storage Provision (Configure and Allocate) C C C I R R A R R I
Management Storage
Production Storage Track Storage Utilization and Assure I R R R A R R
Management Adequate Space to Accommodate
Growth
Production System Configure and Install Software, C C C A I
Administration Scripts and Parameter Settings -
Mainframe
Production System Configure and Install Software, C C C A I
Administration Scripts and Parameter Settings -
UNIX

Department of Veterans Affairs

Data Date: MM/DD/YYYY Page 18 of 22
CDCO - Austin ITC
 Data Date: MM/DD/YYYY
Operating

Production
Production
Production
Production
Production
Production
Environment

System
System
System
System
System
System
Role

Administration
Administration
Administration
Administration
Administration
Administration
WINTEL

Systems

Mainframe
Generator)
Implement/Repair
Outages/Preventative
for Scheduled System
Activity

Ensure Power Monitoring

Schedules and Media - Open
Create and Administer Backup
Create and Administer Backup
Configure and Install Software,

Hardware/Software Upgrades -
ARCI: A=Accountable, R=Responsible, C=Consulted, I=Informed

Scripts and Parameter Settings -

Schedules and Media - Mainframe

Maintenance

I
(UPS and C
Create Infrastructure Change Orders C
C
C
Enter the Program Manager Business Unit

I
I
I
I
C C

Customer
Vendor

R
C
C

National Service Desk (NSD)

ICS/MQAS/SQAS
Other

FISO/NISO/RISO
Contracting Officer (CO)
Contracting Officers Representative (COR)
0A Public Affairs Office
0B Special Projects
0D Service Level Management Office

CDCO - Austin ITC

0D1 Regional Property Management

Department of Veterans Affairs

0E1 Access Security
ARCI Matrix for Application Name (???)
Operations and Maintenance Plan

0E2 Information Assurance

0E3 Technical Security
0F Chief Technology Office
301 Revenue Management
302 Contract Management
303 Cost Management
C
C

303A Asset Management

304 Project Controls Engineering
I
A
R

305A Facilities Management

305B Physical Security
I

305D Enterprise Connectivity

305E Property Management
A

310 Windows Support

311 UNIX Support
R
R

312 Database Support

R

313 Enterprise Storage Support

A
A

R R R R R

314 Mainframe Support

A

315 Open Systems Infrastructure Support

315A Desktop Support
316 Swing/Night Shift Support
317A Production Support
317B Media Production Support
I
I

32C Release Project Management Office

327 Application Integration Management
340 Facilities Service/Support/Tech Infrastructure
Page 19 of 22
SDE Enterprise O
Operations and Maintenance Plan Getting Started ReadMe Document
The instructions for creating O&M Plans on the O&M Plan Repository SharePoint site are comprehensive. This ReadMe provid
templates and instructions.

NOTE: Templates are also available in ProPath. This ReadMe describes internal processes and templates for CDCO. Processe
website and conducting an internal review. For VA organizations outside of CDCO, these templates and instructions provide a f
Maintenance Plans to a central repository, conducting a review session, and maintaining a log of reviewers.

1. Access the O&M Plan Repository

2. Note the following sections on the site:
• Announcements: contains important O&M Plan updates
• Drafts: contains currently uploaded plans that are ready for final review
• Gold Documents: contains completed O&M Plans sorted by application code
• Current Templates: contains the two O&M Plan templates that you need to complete your plan
o Operations and Maintenance Plan TEMPLATE – fill in only the text in RED
o Operations and Maintenance Responsibility Matrix TEMPLATE – this spread sheet captures all areas of roles and respon
• Current Instructions: contains instructions for creating and understanding O&M Plans
o Operations and Maintenance FAQs – steps you through each phase of your O&M plan:
▪ Customizing templates
▪ Conducting a review session
▪ Submitting plans that have reached concurrence to the O&M Plan Repository
o Operations and Maintenance Plan Once and Done Agenda and Log – steps you through how to conduct a final review
▪ Creating an O&M review email
▪ Using the CDCO Operations and Maintenance Review GAL
▪ Creating a Once and Done Log of reviewers
▪ Sending and uploading final plans to the O&M Plan Repository using the [email protected] ema
o Operations and Maintenance Plan Summary of Benefits –provides comprehensive information on the background and
o Operations and Maintenance Plan Presentation – provides an overview of the purpose and implementation of O&M Pl
3. To complete an O&M Plan for your application, perform the following tasks. Refer to Step 2 documents
a. Save the two O&M Current Templates to your home directory or application SP site:
▪ Operations and Maintenance Plan TEMPLATE (also available in ProPath)
▪ Operations and Maintenance Responsibility Matrix TEMPLATE (also available in ProPath)
NOTE: Do not download the WIP file. Use only the files labeled TEMPLATE.
b. In the Operations and Maintenance Plan FAQs, click the links to the instructions for each file:
▪ How do I update my O&M Plan and why do we use a standardized template?
▪ How do l update my O&M Matrix and what is the purpose of this document?
4. Conduct a Review Session by following the instructions in the Once and Done Agenda and Log, which includes:
o Sample review session email for sending the two completed O&M files to reviewers
o Distribution instructions for using the O&M GAL and adding application-specific reviewers
o Once and Done Log template for tracking review comments. (Save a copy of this file and customize.)
5. Submit three final files to the O&M Plan Repository using this email: [email protected]
a. Operations and Maintenance Plan
b. Operations and Maintenance Plan Responsibility Matrix
c. Operations and Maintenance Plan Once and Done Log

Useful Links:
O&M Plan Repository
CDCO Operations and Maintenance Review
[email protected]
Current Operations and Maintenance Plan Templates
ProPath Templates
Operations and Maintenance Plan FAQs
Once and Done Agenda and Log
 Template Revision History
Date Version Description Author
October 2014 1.4 Update AITC to Corporate Process Management
July 2014 1.3 Data Center
Upgraded to MSOperations
Office Process Management
(CDCO)
2007-2010 format
April 2012 1.2 Process Management
Added ReadMe instructions
in Instructions tab

November 2011 1.1 Added Instructions tab Process Management

February 2011 1.0 Initial Version Process Management

Place latest revisions at top of table. Delete this table before distributing document.
Delete this tab before distributing the document.