State of Ohio Private Cloud Provisioning and De-provisioning Servers

Transcription

1 State of Ohio Private Cloud April 28, 2014

2 Table of Contents Action or Event that Requires the Procedure Goal of the Procedure Provisioning: Procedure Flow and Narrative Provisioning a Server Flow Provisioning a Server Narrative De-provisioning: Procedure Flow and Narrative De-provisioning a Server Flow De-provisioning a Server Narrative... 9 Page 2

3 1 The procedures in this document cover Provisioning and de-provisioning servers on all platforms. 1.1 Action or Event that Requires the Procedure Requests can be from any of several roles. The procedure to build a new server begins with either: A request from the Customer Service Center (CSC) through the ticketing system Or a verbal or request from management Members of the Technical Team (TT) meet to review the request. The Technical Team can consist of representatives from Network, Security, Database, Shared Hosting, and other areas as required by the particular request. The Technical Team can also be thought of as additional or other service lines. The TT either rejects or approves the request. No official paperwork indicating approval is required from the TT. After the TT meeting to approve: A member of the TT documents the request in the ticket already entered in the CSC system. Or, if the request was verbal or through , a member of the TT submits a project ticket through the CSC. Notes: A ticket must be submitted through the CSC before work can begin. A ticket can be auto-created or created by Tier 1. s participating in the server build update the ticket in the CSC system as the tasks are completed. 1.2 Goal of the Procedure At a high level, the goal of the procedure is to produce consistent and repeatable results when building a new server. Specifically, the goals of the procedure are to: Build the sever to the Requester s specifications Install all necessary tools Update all attributes and Source of Authority repositories Complete all related tasks as determined by the TT Page 3

4 Source of Authority includes various sources used to record server information, including IBM Endpoint Manager (IEM) server contacts field in the IEM Console and local Microsoft Access database information. Meets the requirements of a finished server as defined by Ohio DAS Meets the finish-by date needed by the agency 2 Provisioning: Procedure Flow and Narrative 2.1 Provisioning a Server Flow The following flow illustrates the interactions between the Requester and OIT personnel. Page 4

5 2.2 Provisioning a Server Narrative The following table describes the steps for completing a request to activate a server. Table 1: Provisioning a Server Requester 1 Submit a ticket. Tickets are submitted through the CSC or through a verbal or request to OIT. Note: Work cannot begin until a ticket is submitted through the CSC. System Admin 2 All information included? Review the ticket or request to verify that all the information needed is provided. o If more information is needed, go to step 3. o If all needed information is included, go to step 5. Requester System Admin 3 Meet to fill in gaps in information. System Admin 4 Update the CSC ticket, or create a CSC ticket. Use the information from the meeting with the Requester to: o Update the CSC ticket, if one was submitted. o Create a CSC ticket, if it was a verbal or request. 5 Determine Technical Teams for the Discovery phase. 6 Set up meeting and invite participants. 7 Determine the request s requirements. This is the Discovery phase. Determine requirements, including: o Type of software o Minimum hardware o Network o Storage o Backup o Database o Internal/Internet-facing o High Availability Note: The goal is to determine all of the tasks to build the server based on the needs of the request. Page 5

6 8 Request impacts JFS? Determine if the request has an impact on the JFS. o For Yes, go to step 9. o For No, go to step Obtain JFS authorization letter. For UNIX servers, depending upon the agency, ensure that any additional requirements are in place before proceeding. For example: Job and Family Services require an authorization letter for activating or de-provisioning a server. When the requirements are in place, proceed to the next step Complex or simplified build? Determine if the build is simple or complex. A complex build requires additional steps. o For a complex build, go to step 11. o For a simplified build, go to step 13. Determine needs. Discovery phase of the complex build: o Determine any number of multiple needs related to the build. o Determine the child ticket needed for each function in the System Admin s area. Child tickets are created under the original CSC ticket. Child tickets are required for the complex build in areas including: o Network o Storage o Backup o Database o Internal/Internet-facing o High Availability Note: Typically, child tickets are created by sending an request to the CSC. 12 Create child tickets. Create the child tickets for the service lines, which were determined in the previous step. Page 6

7 Technical Teams 13 System Admin Provision the server. o For virtual servers, use the standard template for the type of request and provision the server. Note: The standard template includes installing the operating system and all the tools. o For physical servers, complete the manual build process. Install the operating system and all the tools. Validate the server build. Validation includes confirming that: o Tools installation was successful. o Billing number is populated. o Server attributes are updated, such as server owner, application owner, patch window, maintenance window, and so on. Notes: o Server attributes are captured from three sources: Inventory DB, VSphere attributes, and IBM Endpoint Manager. o Fields are different from source to source. Validated? o No, go to step 16. o Yes, go to step 19. Technical Teams System Admin 16 Create additional child tickets as required. 17 Solve the issue Issue solved? o No, go to step 16. o Yes, go to step 19. Notify the Requester. Send an to inform the Requester that the build is complete. Requester 20 Review the server. 21 System Admin Approved? o No, go to step 16. o Yes, go to step 22. Close the parent and all child tickets. The Requester is automatically notified by the ticketing tool. The Requester has three days to validate that their request was fulfilled accurately and completely. Ticket reopened? o No, exit the procedure. o Yes, go to step 16. Page 7

8 3 De-provisioning: Procedure Flow and Narrative 3.1 De-provisioning a Server Flow The following flow illustrates the interactions between the Requester and OIT personnel. Page 8

9 3.2 De-provisioning a Server Narrative The following table describes the steps for completing a request to de-provision a server. Table 2: De-provisioning a Server Requester 1 System Admin 2 Requester and System Admin System Admin 4 Submit a ticket. Tickets are submitted through the CSC or through a verbal or request to OIT. Note: Work cannot begin until a ticket is submitted through the CSC. All information included? Review the ticket or request to verify that all the information needed is provided. o If more information is needed, go to step 3. o If all needed information is included, go to step 5. 3 Meet to fill in gaps in information. Update the CSC ticket, or create a CSC ticket. Use the information from the meeting with the Requester to: o Update the CSC ticket, if one was submitted. o Create a CSC ticket, if it was a verbal or request. 5 Determine Technical Teams for the Discovery phase. 6 Set up meeting and invite participants. 7 8 Determine the request s requirements. This is the Discovery phase. Determine requirements, including removing: o Software o Hardware o Network o Storage o Backup o Database o Internal/Internet-facing o High Availability Note: The goal is to determine all of the tasks to de-provision the server based on the needs of the request. Use a checklist if one is available. Request impacts JFS? Determine if the request has an impact on the JFS. o For Yes, go to step 9. o For No, go to step 10. Page 9

10 Technical Teams Obtain JFS authorization letter. For UNIX servers, depending upon the agency, ensure that any additional requirements are in place before proceeding. For example: Job and Family Services (JFS) require an authorization letter for Provisioning or de-provisioning a server. When the requirements are in place, proceed to the next step. Physical or virtual server? o Physical, go to step 9. o Virtual, go to step 11. Submit a SAN de-allocation request. The form is typically added as a child ticket to the original ticket. Create child tickets. Create the child tickets for the service lines to complex the de-provisioning tasks. Child tickets are created under the original CSC ticket. 13 Remove application software. 14 Remove network connections. 15 Remove allocated storage. 16 Archive, then clear backups and backup schedule. Note: Retain backup files if requested. 17 Remove Antivirus software and cleanup AV console, as applicable. 18 Update / Cleanup DNS entries 19 Remove Server Support tools Note: Refer to List of Server Support tools. 20 Remove databases. 21 Remove all firewall / DMZ-specific rules Submit a request to reclaim network port Note: Port reclaim is important to ensure accurate port-based billing. Physical server? a. Yes, go to step 24. b. No, go to step Remove hardware and cabling from the rack. Page 10

11 System Admin Requester Follow disposal procedure. Note: Disposal procedure is managed by Asset Management group. This procedure includes two week holding period. Notify the Requester. Send an to inform the Requester that the build is complete. Review de-provision completion criteria. Approved? o No, go to step 31. o Yes, go to step Open appropriate child ticket. Technical Teams 30 System Admin Solve the issue. Go to step 28. Close the parent and all child tickets. The Requester is automatically notified by the ticketing tool. The Requester has three days to validate that their request was fulfilled accurately and completely. Ticket reopened? o No, exit the procedure. o Yes, go to step 7. Page 11