Service Definition. ADNS Domain V0.4. Signoff. Name Role Signature & Date. Jim Leeper. Windows Platform. Page 1

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1 Service Definition ADNS Domain V0.4 Signoff Name Role Signature & Date Jim Leeper Houssein Hallani Luc Betbeder-Matibet Greg Fallon Windows Platform Service Management Faculty IT Director Portfolio Manager Neil Hannah John Pejkovic Ian Summers Portfolio Manager Portfolio Manager Desktop Services Manager Page 1

2 Document Control Information Version Document Change History Date Last Revised Author 0.1 2/11/2011 Sean Bradley Initial Draft Change Description 0.2 9/11/2011 Sean Bradley Revised based on review feedback /11/2011 Houssein Hallani Update template /01/2011 Houssein Hallani Revised based on review feedback Distribution Version Recipients Date issued 0.1 Jim Leeper; Houssein Hallani; Luc Betbeder-Matibet; Greg Fallon; Neil Hannah; John Pejkovic; Ian Summers; Wilfredo Trinidad 0.2 Jim Leeper; Houssein Hallani; Luc Betbeder-Matibet; Greg Fallon; Neil Hannah; John Pejkovic; Ian Summers; Wilfredo Trinidad 2/11/2011 9/11/2011 Department/faculty/school Page 2

3 Table of Contents Overview Background Purpose of this document Scope Competency... 4 Service Definition Structure... 5 Service Support... 5 Periodic of review... 5 ADNS Domain Service Description... 6 ADNS Domain Support Services... 9 ADNS Domain RASCI matrix ADNS Domain Service Targets Service Availability Target ADNS Service Targets ADNS Domain Reporting and Charging Page 3

4 Overview 1.1 Background UNSW currently had Windows computers that were connected to legacy infrastructure left in place after the IT Change Program. This infrastructure was to be decommissioned in 2011 because it had effectively been replaced with new end user computing shared services. However, prior to decommissioning, a solution had to be implemented for the remaining computers connected to this infrastructure. The implemented solution was to provision a new domain for connecting non-soe workstations with a trust relationship with ADUNSW. This provides significant benefits in management and support while enabling flexibility for local management of non-soe workstations and single sign-on for access to ADUNSW resources. 1.2 Purpose of this document This document defines the scope, service components and support services required to manage and support the ADNS non-soe domain. 1.3 Scope This document is limited to the Server and Active Directory infrastructure supporting the use of Non-SOE university computer assets. The management of Non-SOE workstations remains the responsibility of Faculty IT and Desktop Services for defined divisional assets. 1.4 Competency Prior to being granted delegated rights to an Organisation Unit (OU) in the ADNS domain, Local IT Staff should be able to demonstrate a level of competency that will enable them to effectively manage workstations, OU structure and group policy. Page 4

5 Service Definition Structure The Structure is designed to enable the clear and accurate definition of services. The structure: Enables the definition of both simple and complex services Creates clarity by clearly defining what organisational/functional units are involved in delivering and maintaining this service Enables clear communication of service targets associated with different service elements Service Support Consists of a defined list of activities, resources and/or processes that are offered by the IT organisation to support the Services customers use. Periodic of review Once this Service Definition is approved by IT at UNSW it will form the initial baseline for future service renewal. Validation of the targets listed in this definition will be reviewed by the Service Management Office after 6 months from acceptance of the initial definition. Monthly performance reports will be provided; however a realistic operational time frame is required to gather quantitative data before a review is recommended. All service reviews will be conducted on an annual basis once the 6-month review is complete. The Service Management Office is accountable for initiating this review and managing service improvement opportunities through to a successful conclusion. Page 5

6 ADNS Domain Service Description Service Item Details This section provides information on the service name and ownership. Service Name Service Group Service Description ADNS domain IT Infrastructure This service provides a supporting infrastructure for non-soe clients to be collectively managed by Faculty IT Support and Desktop Services while allowing access to services and resources with a single sign-on via a one-way forest trust with ADUNSW. It consists primarily of two domain controllers hosted in separate data centres* to ensure availability. The system is designed and managed with just a few minutes of scheduled outages (out of hours) per month to support maintenance activities. Trust AD.UNSW.EDU.AU All user accounts IDM User Policy ADNS.UNSW.EDU.AU OneUNSW SOE Policy OneUNSW Non-SOE Policy ADUNSW Domain <Faculty/Division> SOE computers <School\ Department> SOE Customisation Policy ADNS Domain Domain admins <Faculty/Division> SOE Customisation Policy Non-SOE computers Computers Support accounts (for both domains) Sysops Existing Forest Computers Sysops New Forest Figure 1 Separate Non-SOE Forest and Domain Page 6

7 Service Components Description This section provides information on the components that make up the service offering. Active Directory Services Delegated Rights Backup and Restore Terminal Server Active Directory is a directory service created by Microsoft for management of network administration and security for computers running Microsoft operating systems. It is a distributed, replicated system that provides directory service management, including the authentication and authorisation of users and computers. An Organisational Unit structure parallel to the ONEUNSW structure in ADUNSW exists in the ADNS domain. Faculty IT Support and Desktop Services groups are granted rights to the Organisational Units representing the business units they support using the defined Enterprise Identifiers. Individual rights that may be granted include: Group Policy Management (GPO) Computer Management (CMP) Organisational Unit Management (OU) Group Management (GRP) Domain Controllers are backed up nightly by default, and can be recovered to the last backup time in the event of a disaster affecting both domain controllers. The design of Active Directory ensures that the requirement for recovery will generally be limited to accidental deletion or data corruption. Granular Active Directory structures can be backed up and recovered using Quest Recovery Manager. A Terminal Server has been made available in the ADNS domain in order to make the Active Directory management tools available to Faculty IT and Desktop Services support groups. Service functionality Description This section provides advice on specific functionality offered on this service. Directory Services The Microsoft infrastructure provides directory services including computer authentication, DNS and forest trust to ADUNSW. The ADNS domain is designed specifically to contain only non-soe computer accounts, the group policies required to manage the non-soe computers, and resource aligned groups specifically for those computers and policy objects. It contains only the minimum required computer accounts and groups. All user accounts and user aligned groups reside in ADUNSW. It provides a centralised service to allow Faculty IT Support and Desktop Services support groups to manage non-soe workstations. Page 7

8 Service functionality Object Management Terminal Server Description Faculty IT Support and Desktop Services with delegated rights have the ability to: Add Non-SOE Microsoft computers to the domain. Create OU structure underneath their authorised OU. Create Group Policy Objects and apply them to their authorised OU structure. Create and manage resource-aligned groups within their authorised OU structure. A Terminal Server has been made available in the ADNS domain in order to make the Active Directory management tools available to Faculty IT and Desktop Services support groups. Support details Contact Description For support and service log a request with IT Service Centre on or send an to servicedesk@unsw.edu.au. Page 8

9 ADNS Domain Support Services The Non-SOE Domain is supported by the following IT organisational units. 1st level Support Service Centre 2nd Level Support 3rd Level Support Monitoring Faculty ITCS Win AD and IT Desktop Services WinAD Delivery Services Delivery Services Reporting Service Management Office Data Centre Operations 4th Level Support Microsoft Page 9

10 Service Centre IT Customer Services General Description Inclusions and Exclusions All support and requests for service must be channeled through the Service Centre. The Service Centre will provide 1 st level support and coordinate 2 nd and 3 rd level technical/functional support where necessary. Incident Management Provide first level support for ADNS Domain related Incidents Log service faults with the ADNS Domain and assign to the appropriate second level support team relative to the user, i.e. Faculty IT, Desktop Services or WINAD team; o o o Error conditions resulting failure Access problems Service availability Service Request Management Log service requests and assign to appropriate support team, request include; o o o Request for addition of workstation to domain. Request for modification of Group Policy. Request for Delegation of Rights. Contacting this Support Service The IT Service Centre can be contacted on The IT Service Centre support hours are 8:00am to 8:00pm Monday to Friday excluding public holidays. Saturday & Sunday 11:00am to 2:00pm More information can be found at: IT Faculty Local Support General Description Inclusions and Exclusions Provides business issue support for faculty staff Inclusions Policy and business enquiry support for faculty staff. Liaisons with all level support teams. ADNS Specific Inclusions Assistance to faculty end users in Non-SOE workstation management and problem rectification. Modification of locally managed Group Policy Objects. Removal of obsolete computer accounts. Ownership and management of Organisational Unit structure supporting faculty non-soe workstations. Page 10

11 Desktop Services Support IT Customer Services General Description Inclusions and Exclusions Provides business issue support for divisional staff Inclusions Policy and business enquiry support for divisional staff Liaisons with all level support teams. ADNS Specific Inclusions Assistance to divisional end users in Non-SOE workstation management and problem rectification. Modification of locally managed Group Policy Objects. Removal of obsolete computer accounts. Ownership and management of Organisational Unit structures supporting divisional non-soe workstations. WinAD Support Delivery Services - IT Infrastructure General Description Inclusions and Exclusions Considered the highest technical escalation point and subject matter experts (SME). This level also facilitates supplier related technical support and resolution. Inclusions ADNS Domain Infrastructure administration and support Terminal Server administration and support. Delegation of Rights to Active Directory OUs. Windows Server updates / hot-fixes Patch testing and assessment Incident Management Service Enhancements Active Directory Services (DNS, etc) Global Group Policy Objects Windows Server Driver/software updates as applicable Windows Server Operating System or Active Directory issues Windows Server Maintenance Tasks Forest/Domain Trust Management Operational support tuning Attend service performance reviews when required Data Centre Operations Delivery Services - IT Infrastructure General Description Inclusions and Exclusions Provides operational management of the physical infrastructure and IT at UNSW data centre facility. Inclusions Data Centre management and operations Failover Data Centre management Monitoring and Reporting Attend service performance reviews when required Page 11

12 Service Management Office IT Customer Services General Description Inclusions and Exclusions The Service Management Office (SMO) provides non technical support for the ADNS Domain and is accountable for the monitoring and reporting of all authorized production services as listed in either the UNSW service catalogue or change transition project to production service definitions. Inclusions Facilitates service restoration during significant incidents. Facilitates annual service review and updates Service Definition where required. Manages the approval process for production related changes. Administers IT at UNSW s CA Service Desk tool Updates call management tool with new service requirements. Provides service reporting to key stakeholders Page 12

13 ADNS Domain RASCI matrix Below is the RASCI Matrix for the critical elements of this service and the teams that deliver this service. RASCI stands for: Responsible: that is the person who is owner of the problem/project Accountable: that is the person to whom "R" is Accountable and is the authority who approves to sign off on work before it is effective Support: that is a person who provides resources or plays a supporting role in implementation Consulted: that is a person who provides information and/or expertise necessary to complete the project Informed: that is a person who needs to be notified of results but need not necessarily be consulted High level task Service group Description Director, Infrastructure WinAD Team Data Centre Operations Desktop Team Faculty IT Service Centre Service Management Office Owner of the service I S S S S R, S A The primary custodian of the end to end service and its performance. Manages Requests / Incidents through to resolution. Provides service reporting, integrity management and reviews of this service Manages Serious, High Priority Incidents and Requests Faculty Non-SOE Workstation Management and Support Divisional Non-SOE Workstation Management and Support I R, S S S S S A R, A S I I I S I Monthly reporting based on figures collected from CASD Facilitate a solution that provides availability. This includes the provision of process such as change management to protect service integrity. R, A S S S S S, C S Facilitates service restoration during significant incidents I S R, A S S I I S R, A S S I Page 13

14 ADNS Domain Service Targets Service Availability Target The service targets described here relate to the ADNS Domain only, installed and managed as a hosting service Tier 1 product. Hosting Tier Description Typical Uses Recovery & Availability Attributes Tier 1 Tier 2 Tier 3 Tier 4 Dual site, high availability system hosting with extended support hours Dual site, high availability system hosting with standard support hours Single site system hosting with standard support. Single server system hosting for use as a sandpit, staging of single site system or for small hosting needs Mission critical systems that are often used out of hours. Mission critical systems / standard support hours. Faculty critical systems / standard support hours. Automated failover. Target Availability of 99.5% (approximately 4 hours of outage) per calendar month excluding planned outages Automated or manual failover. Target Availability of 99.5% (approximately 4 hours of outage) per calendar month excluding planned outages Manual recovery from backup. Target Availability of 98.5% (approximately 10 hours of outage) per calendar month excluding planned outages Small Hosted applications. Manual recovery from backup. Target Availability of 98.5% (approximately 10 hours of outage) per calendar month excluding planned outages Page 14

15 ADNS Service Targets Incident Management General Description All support and Requests for Service are channeled through the Service Centre. The Service Centre will provide 1 st level support and facilitate and coordinate 2 nd level technical/functional support. The WinAD team is responsible for managing 3 rd level escalation and resolution. The following priority codes are used when a call is logged with the Service Centre. Support Service Levels Priority Code Description Response Time The time between logging the incident and start working on a solution. Resolution Time The time in which a solution to an incident must be implemented 1 Priority 1 - A major production outage, performance degradation, or instability causing significant impact to the University community or associated Workgroups. 2 Priority 2 - A large number of staff or students are impacted. Entire office, department or school is experiencing similar problems. Small number of staff or students cannot utilise mission critical applications 3 Priority 3 Staff or student unable to access or recall individual files that impacts their ability to function as required 4 Priority 4 - Individual request or incident that does not impact staff or student ability to function as required. i.e. minor configuration changes The call is logged and escalated immediately to the appropriate IT at UNSW resolver group and Incident manager. The call is logged and escalated immediately to the appropriate resolver group and incident manager within 1 hour. Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround. Service Centre may provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround. Within 4 hours from initial logging of the incident or request. Within 8 hours from initial logging of the incident or request. Within 16 standard support hours from initial logging of the incident or request Within 40 standard support hours from initial logging of the incident or request VIP VIP - Each contact has a VIP flag and if this flag is activated the priority of the ticket will automatically be set as VIP. Customers holding the following positions are considered VIPs: Academic Staff - Deans, Associate Deans, Head of Schools, Faculty General Managers; General Staff - Directors and Above, Chancellery. The call is logged and escalated immediately to the appropriate resolver group and incident manager within 1 hour. 1 day Page 15

16 ADNS Domain Reporting and Charging Reporting Reports Included Report Frequency Reports Generated For Yes Monthly IT Directors, Service Custodian and Technical support team leader Charging Charging Model Frequency Service Pricing No No No Page 16