State of Wisconsin. File Server Service Service Offering Definition

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1 State f Wiscnsin File Server Service Service Offering Definitin

2 Dcument Revisin Histry Date Versin Creatr Ntes 2/16/ JD Urfer First pass 2/16/ Tm Runge Editing changes 2/19/ Tm Runge Changes frm team meeting 2/25/ JD Urfer Changes frm BSS Review 2/27/ Tm Runge Changes frm team meeting 3/4/ Tm Runge Changes frm team meeting 3/11/ Tm Runge Changes frm BSS Review 3/24/ Dan Prud Final edit 8/24/ Dan Prud Updated link t FY10 Rate Sheet

3 Table f Cntents Intrductin...4 What Is Included...4 What Is Nt Included...5 Benefits...5 Service Descriptin...6 Service Perid...7 Rles and Respnsibilities...7 Business Cntinuity...7 Perfrmance Metrics (Mnitring/Alerting/Reprting)...7 iii

4 Intrductin This Divisin f Enterprise Technlgy (DET) File Server Service Offering Definitin (SOD) describes the service DET prvides fr file servers. The DET File Server Service is a prfessinally managed, backed up, and safeguarded Windws file service. This platfrm allws agency technical staff t maintain their data and files withut the verhead f maintaining and managing the server hardware, sftware, disk space, Windws perating system, and assciated licensing. The service prvider is the Divisin f Enterprise Technlgy, and the service cnsumers are all state agencies and lcal gvernments wh have subscribed t this service. This service is available nly t agencies with a presence f servers in the DET Data Center. What Is Included DET utilizes Micrsft Windws and varied hardware prfiles t prvide file server services t an agency wishing t prvide netwrk file services fr their users. This service includes the server hardware, sftware, disk space, and staff necessary t perate and maintain the file server prviding an agency with adequate strage and allwing fr the management f the standard file system and sharing f data with agency users acrss the netwrk. The DET File Server Service has bth centralized and distributed mdels that utilize different hardware and sftware cnfiguratins t meet varying needs based n availability, redundancy, and data access requirements. Initial cnsultatin with agency t develp necessary hardware/sftware architecture and infrastructure cmpnents. Prcurement f the necessary hardware, strage, and netwrking infrastructure alng with the cst f sftware licenses that run n the servers. Cnfiguratin f necessary hardware, perating system, strage, and netwrking infrastructure. Assistance with initial data migratin/cpy t file server service platfrms. Planning f space Share naming and creatin Cpy utilities Maintenance (creatin/deletin) f netwrk shares Administratin f the Windws File server Creatin f additinal share names via service request prcess Increase f allcated space via service request prcess Regular maintenance f file server Patching f file server Antivirus Prtectin File Server Services SOD 4 Last Updated: 8/24/ :55:00 AM

5 Onging supprt and maintenance cntracts fr all DET managed sftware, servers, strage, and netwrk equipment Backup & Data Recvery services are per the Strage and Backup Service Offering Definitin Mnitring is perfrmed per the Mnitring Service Offering Definitin. What Is Nt Included DET maintenance f permissins n files and flders Data rganizatin r restructuring Nn-standard Unifrm Naming Cnventin (UNC) file and flder names r duplicate share names (see Wikipedia - Cmputing Path Definitin - UNC) Migratin f users and applicatins t the new envirnment Updating drive mapped letters and UNC paths in applicatins r lgin scripts Liability fr data lss that ccurs due t actins by custmers ACL (Access Cntrl List) backup/restres ACL restres require restring f the entire file Autmatic increase in allcated space. An increase in allcated space requires the use f the service request prcess. Space management Cleanup Qutas n allcated space Capacity management Benefits Ease the management burden n IT created by prliferatins f individual file servers at the department level. Reduce an agency s capital csts that are cmpsed f the actual purchase price and nging supprt and maintenance cntracts f servers, strage, and netwrking infrastructure alng with the cst f sftware licenses that run n the servers. As the numbers f file servers grw in prprtin t strage demands, rganizatins are beginning t reach a breaking pint where the current staffing level cannt maintain the expected service quality. DET management f these file services can reduce that burden and maintain the necessary level f supprt fr ur custmers. As mre missin-critical data is stred in file servers, the need t prtect these assets with redundant systems becmes an imprtant factr fr IT. Centralizing critical data assets int the State f Wiscnsin Data Center where they can be prfessinally managed, backed up, and safeguarded is immensely valuable t the business. Refer t the Data Strage Service Offering Definitin fr further infrmatin. The DET File Server service has the ability t grw with an agency by adding space t servers as needed withut lng-time cnsuming measures and utages. File Server Services SOD 5 Last Updated: 8/24/ :55:00 AM

6 Service Descriptin The DET File Server service is a prfessinally managed, backed up, and safeguarded Windws file services. This platfrm allws agency technical staff t maintain their data and files withut the verhead f maintaining and managing the server hardware, sftware, disk space, Windws perating system, and assciated licensing. The cnfiguratin, installatin, and implementatin f the DET File Server service is perfrmed by DET technical staff based n the specificatins received frm the custmer agency. The DET File Server service is maintained by DET technical and administrative staff. This includes all server-related tasks such as regular server maintenance, health checking, creatin/deletin f netwrk shares (per the service request prcess), hardware break/fix, perating system break/fix, and regular perating system patching. Additinally, DET is respnsible fr keeping up t date all licensing and supprt cntracts fr all necessary DET sftware, server, strage, and netwrk equipment used in prviding the service t the custmer agency. The DET File Server service has bth centralized and distributed mdels that utilize different hardware and sftware cnfiguratins t meet varying needs based n agency availability, redundancy, and data access requirements. Bth centralized and remte servers are cnfigured with redundant cmpnents such as Redundant Array f Inexpensive Disks (RAID) disk subsystems, multi-prcessrs, and pwer supplies t prtect against islated hardware failures. These systems are als cnfigured with management capabilities s they can be accessed remtely by staff in the event the file server is ffline r the file server is pwered ff. File Server Service Centralized Mdel This mdel represents either a physical server class machine r a virtual server maintained at the State f Wiscnsin Data Center. Centralized servers ffer additinal prtectin by the State f Wiscnsin Data Center: Envirnmental cntrls and mnitring Cntrls and mnitring fr temperature, humidity, smke, and fire prtect the data center. Fully redundant GigaMadMAN cnnectin prvides an uninterruptible telecmmunicatin infrastructure. Pwer redundancy: Uninterruptible pwer supplies, pwer cnditining units, and high-capacity generatrs help maintain a reliable envirnment. Multi-level security Rapid incident respnse by technical staff Servers at the State f Wiscnsin Data Center have redundant cnnectins t the strage devices, enabling greater data availability and n single pint f failure fr the strage envirnment. File Server Services SOD 6 Last Updated: 8/24/ :55:00 AM

7 File Server Service Distributed Mdel This mdel is primarily designed fr agencies that span wide gegraphic areas with remte site ffice lcatins. The DET File Server Service Distributed Mdel cnsists f server-class hardware deplyed t sites that have decentralized data management r site-specific data needs where cnslidatin t the central ffice r State f Wiscnsin Data Center is nt an ptin. These remte File Server service sites are prvided with a UPS (uninterruptible pwer supply) t prvide clean pwer t the server and t allw fr a graceful shutdwn in the event f a pwer failure at the remte site. Sme limitatins t the distributed mdel are: A 500GB per site strage limit this is the maximum amunt f data that can be reliably backed up frm a remte site. Hardware parts availability t far remte sites may vary, which may impact service availability A remte site cntact must be prvided t facilitate repairs and site cmmunicatins. Service and supprt benefits f the State f Wiscnsin Data Center facilities are nt available at a remte custmer site. Service Perid July 1 thrugh June 30 reviewed and renewed annually. Rles and Respnsibilities See the File Server Services Rles and Respnsibilities fr details abut the File Server service. Business Cntinuity Bth the DET Centralized Mdel and Distributed Mdel file server service design prvide fr ff-site replicatin f the backed up data and redundancy f the Backup database and recvery lgs. The DET Centralized Mdel file server service design prvides fr ffsite replicatin f all file server data. The data is shared between the Femrite Data Center and the 101 E. Wilsn Data Center. Perfrmance Metrics (Mnitring/Alerting/Reprting) Alerting n server availability is available fr mnitred servers. SNMP alerting n disk space per cent full fr mnitred servers is available. The space percentage threshld will be set per the DET standard fr space allcated (warning at 90% full and critical warning at 98% full) r by agreement with the custmer agency. File Server Services SOD 7 Last Updated: 8/24/ :55:00 AM

8 Reprting fr 4 basic metrics is available via a Web Reprting Tl fr each mnitred server: Disk space CPU Memry Netwrk I/O Hw Services Are Charged Please see the IT Services Rate Sheet fr rate infrmatin. File Server Services SOD 8 Last Updated: 8/24/ :55:00 AM

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