Information Management Service Catalogue October 2012 Version 1.2

Transcription

1 Information Management Service Catalogue Page 1 of 47 Information Management Service Catalogue October 2012 Version 1.2 Author: Information Management Group Contact Details: Chief Information Officer (CIO) Group: Information Management Area: Corporate Services Document Status: Version 1.2

2 Information Management Service Catalogue Page 2 of 47 Document Control Release Details Version: 1.2 Release Date: 9 th October 2012 Owner Chief Information Officer Group: Information Management Area: Corporate Services Record No: - Record Name: Authorised by: Title: CEO Information Management - Service Catalogue Version Control Principles Version Control Principles Version: 1.2 Approved: CEO Date: 9 th October 2012 Date: 29 November 2012 Administered: CIO Next Review: June 2013 Revision History Revision Date Version No. Author Description of Change/Revision 20/01/ Information Management Initial Draft 31/01/ Information Management Initial rationalization to existing services 20/02/ Information Management Initial service owners changes, updates and questions 15/03/ Information Management Management Meeting walkthrough and changes/updates 30/03/ Information Management Consultation with each IM team and multiple changes/updates 17/04/ Communications Communications reviewed the language in the document and provide alternatives when appropriate based upon the audience all staff within RCC. 30/04/ Corporate Services Corporate Services reviewed the language. 1/05/ ELG Principles, Hours of operation and costing model 24/05/ Information Management Additional Service added Archiving Corporate Records Service 28/05/ OLG Minor grammatical changes and an additional principle 9/10/ Information Management Removal of the APPLICATION DESIGN AND DEVELOPMENT Service p27 Product Endorsement The following Officers have endorsed this document: Name Title Signature Date Ellen Jenkins IM Service Manager Peter Benfer IM Service Manager Robert Fraser IM Service Manger

3 Information Management Service Catalogue Page 3 of 47 Who to contact Questions regarding the catalogue, day to day performance and individual services should be directed in the first instance to the service desk, helpdesk@redland.qld.gov.au or telephone: 8432.

4 Information Management Service Catalogue Page 4 of 47 Service Catalogue Overview Objective The Information Management Group provides a range of information, application and technological services to meet the needs of all of our customers. The purpose of the IM Service Catalogue is to: articulate the IM services provided by the Information Management Group; assist with governance (in additional to existing policies) and engagement processes in relation to IM services; and support initiatives to improve the satisfaction and quality of IM services. The intended audience for the document are: all current and potential customers of the services defined within this catalogue; those with a responsibility for the governance and management of IM services; those at a management level, within RCC, responsible for budget processes and/or engagement with Information Management regarding delivery of IM services staff with responsibility for the support or provisioning of IM services throughout RCC; those who work within Information Management and those employed directly by business areas of RCC. The document contains detailed descriptions of the services provided by the Information Management Group. Principles The Information Management service is provided primarily to enable and support customer service delivery to the Residents of Redland City. The Information Management service provides a commitment to continuity of service through business continuity planning in the event of disasters / incidents affecting the provision of services. The Information Management service provides a commitment to help customers enhance their service delivery capability through an integrated, enterprise approach to information management. Information is an Asset - Information is a core business asset that has value to Council and is managed accordingly. Information is Shared All staff in Council have access to the information necessary to perform their duties; therefore information is shared across Council functions and groups. Information is Accessible - Information is accessible for all staff in Council to perform their functions. Information Quality is Fit for Purpose - Information quality is acceptable and meets the business need for which it is intended. Information is Compliant with Law and Statutory Guidance - Council s information management processes comply with all relevant laws, policies, and statutory guidance. Information is Secure - Information is trustworthy and is safeguarded from unauthorized access, whether malicious, fraudulent or erroneous.

5 Information Management Service Catalogue Page 5 of 47 Common Vocabulary and Data Definition - Data is defined consistently throughout Council, and the definitions are understandable and available to all staff in Council. Information is Not Duplicated - Development of information services (such as business intelligence, data warehouse, etc) available across Council is preferred over the development of information silos which are only provided to a particular group or section. Information Management is Everybody s Business - All departments and groups within Council participate in information management decisions needed to accomplish Council s outcomes. Decisions Maximise the Benefit of Information to Council - A spirit and culture of collaboration and the sharing of data, information and knowledge for the greater corporate good shall pervade all decisionmaking, especially relating to the selection and prioritisation of programmes, projects and their approval points. This current version of the Catalogue will evolve / change to meet the future expectations of the community and Council while improving efficiency through reduced administrative overheads. The Information Management Group adheres to ISO, Australian, Queensland standards and methodologies when appropriate (please see Enterprise Architecture Principles for more detail). Support Hours The Information Management Group standard support services hours are 8.00am to 6.00pm (Monday to Friday excluding weekends and public holidays). Services are currently provided during standard hours unless special arrangements have been made or specific services provide for a variation in the hours. (This is really part of the evolution of the services as Council s expectation change.) Disaster Management (Response and Recovery) Please see the both the Information management Business Recovery Plan Part 1 and 2 documents. These documents describe Redland City Council s Information Management Business Recovery Plan. It includes the actions required to invoke the plan and implement fall back and recovery information services infrastructure and software applications.

6 Information Management Service Catalogue Page 6 of 47

7 Information Management Service Catalogue Page 7 of 47 TABLE OF CONTENTS DOCUMENT CONTROL... 2 RELEASE DETAILS... 2 VERSION CONTROL PRINCIPLES... 2 REVISION HISTORY... 2 PRODUCT ENDORSEMENT... 2 WHO TO CONTACT... 3 SERVICE CATALOGUE OVERVIEW... 4 OBJECTIVE STANDARD SERVICES SUPPORT FOR SERVICES (IT HELP DESK) ACCESS TO SERVICES INTERNET ACCESS SUITE ( AND CALENDAR SERVICES) ELECTRONIC FILE STORAGE NETWORKED PRINTING FOR STAFF PERSONAL COMPUTING ENVIRONMENT FOR STAFF WIRELESS SERVICES REMOTE ACCESS SERVICES TELEPHONY SERVICES MOBILE VOICE AND MOBILE DATA SERVICES TRAINING IN RECORDKEEPING PROCEDURES CLIENT FILE RETRIEVAL AND DISTRIBUTION CORPORATE MAIL SERVICES LARGE FORMAT PRINTED SERVICES MAP DESIGN SERVICES ELECTRONIC MAP SERVICES LIBRARY INFORMATION TECHNOLOGY CENTRES SOFTWARE MANAGEMENT TECHNICAL APPLICATION SUPPORT SYSTEMS ADMINISTRATION AND USER SUPPORT APPLICATION AND SYSTEMS INTEGRATION INFORMATION SERVICES DATA MAINTENANCE SERVICES DATA INTEGRITY SERVICES DATA ANALYSIS SERVICES DATA ACQUISITION SERVICES DATA DELIVERY SERVICES ARCHIVING CORPORATE RECORDS SERVICE HARDWARE SERVICES APPLICATION HOSTING DATABASE HOSTING BACKUP, RESTORE AND ARCHIVING SERVICES PROFESSIONAL SERVICES OPERATIONAL PARTNERING AND ADVISORY SERVICES... 40

8 Information Management Service Catalogue Page 8 of COMPLIANCE AND PRUDENTIAL SOFTWARE AND HARDWARE CONTRACT MANAGEMENT SOFTWARE LICENSING IM SECURITY INCIDENT HANDLING RECORDKEEPING OPERATIONS GLOSSARY... 46

9 Information Management Service Catalogue Page 9 of 47 1 Standard Services 1. Support for Services (IT Help Desk) This service provides the first point of contact for requests and faults related to all IM services and telecommunications. Support is provided in person and by telephone, and, where practical, using online tools. telephone and support for IM related issues face to face support for IM related issues online support for some service requests first point of contact for requests and faults related to all IM services, call and incident logging Level 1 and Level 2 resolution. Escalation to Level 2 and Level 3 specialists, as required a referral service to specialist service desks in other business areas capture of known-errors and workarounds. support for services outside of the IM service catalogue services in business areas already supported by external parties. Service Manager(s) Team Leader, Service Desk Staff Partners Service offerings and variations: Not applicable standard support hours for , phone and online support face to face support for staff are provided on a needs basis.

10 Information Management Service Catalogue Page 10 of Access to Services This service provides staff and contractors with a unique username and password to use IM services for the duration of their employment at RCC. This includes general advice on logging in, changing passwords and obtaining access to services. a unique username and password for all authorised users of RCC IM services liaising with business areas to determine rules governing identity management and access to IM services a process for the semi-automatic creation of accounts and provisioning of access for RCC staff a process for the creation of accounts for contractors and partners processes for the subsequent removal of accounts and de-provisioning of access to IM services advice and troubleshooting of inquiries and issues relating to accounts and access to IM services referral and escalation of access issues management of data between enterprise and identity systems based on defined business rules managing authentication systems to ensure data and service access is appropriate for business requirements. troubleshooting access issues related to services outside of the IM service catalogue processes relating to user accounts and provisioning of access to business applications where the policy and processes regarding access are the responsibility of the business area. Service Manager(s) Team Leader, Service Desk Staff Contractors Service offerings and variations: Not applicable standard support hours all users of IM services are subject to Information Resources Security Guideline and RCC Code of Conduct account creation is subject to identity management business rules one account is provided per person.

11 Information Management Service Catalogue Page 11 of Internet access This service provides individuals with access to the Internet and web support. access to the public Internet from RCC troubleshooting and escalated support from the Service Desk for issues related to web browsing and proxy configuration tracking of internet usage a process for requests to increase internet quotas filtering of web content according to Information Resources Security guideline monitoring of performance, output and availability. browser installation and support as part of a standard operating environment troubleshooting of internet related issues for RCC staff using a third party internet service provider (if applicable). Service Manager(s) Team Leader, Service Desk Staff Service offerings and variations: There are quotas applied to all users, there is also a process of requesting exemption from the quotas. There are exemptions to the restricted internet classifications based on business needs. Standard support hours.

12 Information Management Service Catalogue Page 12 of Suite ( and Calendar services) This service provides personal and group services and the ability for staff to manage electronic diaries, which includes scheduling resources and assets in their business areas. It includes filtering to provide protection from spam and electronic viruses and synchronisation with smart phone devices. The service provides: personal inboxes for staff using Microsoft outlook (MAPI) personal inboxes for staff with access to other collaboration features group services spam and anti-virus filtering. archiving service maintenance and upgrades to staff, group, spam and anti-virus environments escalated technical support for staff, group, spam and anti-virus environments the escalation of incidents related to services liaison with external service providers a process for quota increases a process for the creation of new groups a process for creating a designate inbox a process for restoring data for staff a process for deleting services when staff no longer have a relationship with RCC capacity and disaster recovery planning the provision and management of an enterprise calendar application a process for provisioning of staff and subsequent de-provisioning advice on configuration and synchronisation of handheld devices escalated support from the service desk. capacity and disaster recovery planning for the staff environment the purchase of personal devices support for restores of individual data, data protection is for disaster recovery purposes only. Service offerings and variations: Service Manager- Information Systems Services Team Leader, Spatial Information Services Staff Mailboxes are provisioned with quotas: Staff - 200mb with a notification at 180mb Auto archiving of at 120 days, selfmanaged archiving, search and restore of . standard support hours individual inboxes allocated automatically on commencement for staff (within licensing constraints) the archive and restore service for staff is designed and resourced with the objective of protecting corporate records (linked to EDRMS)

13 Information Management Service Catalogue Page 13 of 47 access is governed by Identity Management rules for account provisioning

14 Information Management Service Catalogue Page 14 of Electronic file storage This service provides individuals and groups with secure space on the network where electronic files can be saved and shared. a process for the creation of containers and folders by request (restricted areas) self-service folder creation on an ad-hoc basis o common network share - all users have access to this location o Data network share - restricted to work groups (any user in that work group can modify/create/delete) o Home Drive network share - restricted to individual users (the user can modify/create/delete) capacity planning and usage monitoring a process for deleting file storage when staff no longer have a relationship with RCC. Backup and restore services (networked drives only) support for any local storage and devices (eg. USB devices) support for personally owned external storage devices. storage of personal data on network drives Service Manager, Records Management Team Leader, Records Management All Staff Service offerings and variations: Not applicable standard support hours individual (personal business related) space is provisioned automatically on commencement.

15 Information Management Service Catalogue Page 15 of Networked printing for staff This service provides access to networked printing for staff. negotiation and arrangement of preferred suppliers for a managed print service the management of printer queues and permissions Billing management and recoveries troubleshooting for general printing the procurement of printers and consumables installation and servicing of equipment. Service Manager, IT Technical Services Service Manager, Records Management Team Leader, Infrastructure Team Leader, IM Administration Group Staff Service offerings and variations: Please refer to the Service Desk website for hardware options available through preferred suppliers Standard support hours.

16 Information Management Service Catalogue Page 16 of Personal Computing environment for staff This service provides end-to-end lifecycle support for desktops, laptops and other peripheral devices required to deliver an effective desktop computing environment for staff. managing a catalogue of standard hardware available for procurement through preferred suppliers contract management with preferred suppliers developing and maintaining standard operating environments installation and maintenance of hardware, operating systems and software on desktops and laptops decommissioning and disposal of hardware installation of peripherals such as scanners and bar code readers escalated fault resolution from the service desk upgrades to installed software virus checking and security patching checking and tracking equipment that has been moved as part of staff relocations diagnosis and logging of warranty jobs Replacement programme for IT assets (>$1k) the procurement (purchase or leasing) of hardware physical relocation of personal equipment (computers or devices) as part of staff relocations support support for computers that do not comply with the standard operating environment support for non-standard hardware support for peripheral devices not in the catalogue of standard hardware. Service Manager, IT Technical Services Technical Owner(s): Team Leader, Service Desk Team Leader, Infrastructure Team Leader, Application Staff Service offerings and variations: Base SOE build, deployment, relocation and disposal. A standard operating environment is available on the Windows platform. For more information please refer to the SOE information on Service Desk website. standard support hours

17 Information Management Service Catalogue Page 17 of Wireless services This service provides a secure wireless network that enables authorised users and devices to connect to RCC network and internet from mobile devices. advice on wireless configuration troubleshooting of connectivity issues escalated from the service desk wireless and authentication infrastructure across all Office locations and presence devices to connect to the wireless network. Support for personal devices Support for usage that falls outside of Office Acceptable ICT Use Guidelines. Service Manager, IT Technical Services Team Leader, Infrastructure Staff and approved contractors Service offerings and variations: Not applicable standard support hours users must have an authorised account and are subject to the ICT Corporate Information Resources Management Policy and Information Resources Security guideline known black-spots exist on the wireless network, connectivity cannot be guaranteed from every Office location and presence.

18 Information Management Service Catalogue Page 18 of Remote access services This service provides secure, authenticated access to RCC network from local and remote locations for authorised users through services such as virtual private network (VPN) technology. the management of Virtual Private Network infrastructure the escalation of incidents from the service desk Service Manager, IT Technical Services Team Leader, Infrastructure Staff and approved contractors Service offerings and variations: Not applicable standard support hours all users of remote access services are subject to the ICT Corporate Information Resources Management Policy and Information Resources Security guideline; and Remote Access Policy. This does not include all applications.

19 Information Management Service Catalogue Page 19 of Telephony services This service provides telephone services for internal and external calls, and supporting services such as voic . infrastructure and applications to deliver voice services provision of pricing and quotes for work the procurement of handsets and peripherals (i.e. headsets) changes (simple and complex) to support moves and changes of staff in the workplace the licensing of devices ownership of warranty jobs escalate support from the service desk for issues related to Telephone services and voic for third party online user guides for telephone and voic services cabling to desks/wall points. Phone conferencing, video conferencing and teleconferencing. Service Manager, IT Technical Services Team Leader, Service Desk Staff Service offerings and variations: Standard support hours.

20 Information Management Service Catalogue Page 20 of Mobile voice and mobile data services This service provides mobile telephone and data services including purchasing, service provisioning and configuration, and contract management with service providers to meet business needs. relationship/contract management with service providers to meet business needs procurement of a standard range of handsets procurement and support for data cards (broadband services) for laptops provisioning of service and configuration of devices troubleshooting and escalated support from the service desk for issues related to mobile voice and mobile data related services ownership of warranty jobs support for personally owned or procured handsets mobile phone services and contracts not provisioned through the government standing offer arrangement. Owner: Service Manager, IT Technical Services Team Leader, Service Desk Staff Service offerings and variations: standard support hours there are known coverage issues related to geographic locations. A coverage map is provided on the website.

21 Information Management Service Catalogue Page 21 of Training in Recordkeeping procedures Training is provided in the general RCC recordkeeping procedures. liaison with business areas over business processes, corporate records and training requirements setup and configure suitable training environments face to face training in RCC recordkeeping operational policies and procedures a schedule of training courses provided online a process for staff to enrol into courses development and maintenance of training materials and guides to ensure currency with RCC IM environment and Office Recordkeeping procedures escalated support from the service desk for training related issues post-training support. The training is an introduction to Office recordkeeping procedures, it does not include training in business policies, procedures, processes and workflows. Service offerings and variations: Service Manager, Records Management Team Leader, Records Business Support Staff Not applicable standard support hours materials for face to face training are customised for and delivered on standard Office desktop environments.

22 Information Management Service Catalogue Page 22 of Client file retrieval and distribution Retrieval of physical corporate and client records logging and tracking of files requests a schedule of retrieval and distribution published online setup and communicate physical file retrieval and distribution procedures a process for staff to request files an auditable trail of file movements escalated support from the service desk for file related issues. Processing of ad-hoc physical file retrieval and distribution services outside the published schedule. Service offerings and variations: Service Manager, Records Management Team Leader, Records Business Support Staff Not applicable standard support hours retrieval and distribution outside standard published schedule may be negotiated in urgent circumstances.

23 Information Management Service Catalogue Page 23 of Corporate Mail services Receive, process and distribute all incoming mail and process outgoing mail information and advice on mail services sorting, opening and scanning all corporate mail maintain a Register of all incoming corporate records carrying out mail distribution processes definition and capture of corporate records metadata maintain mail services guidelines, work procedures and business rules develop and communicate mail collection schedule develop and communicate mail procedures maintain monthly statistics undertake audit activities. this service excludes taking actions such as responding to letters - Individual business units are responsible for relevant actions Service offerings and variations: Service Manager, Records Management Team Leader, Records Business Support Staff Not applicable Standard support hours

24 Information Management Service Catalogue Page 24 of Large Format Printed Services This service involves the printing of large format maps, engineering plans, posters and promotional material on a high quality large format plotter. maintaining a large format plotter providing high quality paper and inks printing standard and customised hardcopy maps for internal users and the public posters and other promotional materials for public displays printing engineering design and as constructed infrastructure plans electronic delivery of maps internet mapping services cartographic design and production of maps Service offerings and variations: Service Manager Information Systems Services Team Leader Spatial Information Services Staff External customers Standard support hours.

25 Information Management Service Catalogue Page 25 of Map Design Services This service provides for the cartographic and functional design of both hardcopy and electronic maps. Map design services provides for analysis of the business requirements of the map design of standard data layer presentations for consistency across mapping products sourcing spatial data layers required for the map content cartographic design of the map content and layout customisation of standard user interfaces for electronic maps to enable or disable interactive functionality. the analysis of spatial data and related information to create spatial data specifically required for a mapping product printing or electronic delivery of maps development of software for interactive functionality on electronic maps. Service offerings and variations: Service Manager - Information Systems Services Team Leader Spatial Information Services Business application owners Staff Not applicable Funding model Full cost recovery Service cost Cost recovery through projects Review dates: No separate review dates are currently set subject to resource availability

26 Information Management Service Catalogue Page 26 of Electronic Map Services This service involves the design, production and electronic delivery of interactive maps that are provided to both the public and RCC business units. cartographic design and development of standard interactive maps that are made available to the public and RCC business units through internet mapping technologies the determination of business requirements for customised electronic maps through interaction with RCC business units the analysis and manipulation of spatial data and associated information to meet the business requirement of a map cartographic design and development of customised maps that are delivered through desktop and mobile mapping applications customised electronic maps access to the source spatial data sets comprising the electronic map Service offerings and variations: Service Manager Information Systems Services Team Leader - Spatial Information Services Staff External customers Standard business hours.

27 Information Management Service Catalogue Page 27 of Library Information Technology Centres This service provides a safe and secure desktop computing environment for public use in Council s libraries. providing desktop computers with access to a networked printer providing secure and content filtered internet access upgrading components relied upon for a user friendly internet experience providing a customised and restricted user interface daily restoration of a standard imaged configuration for the desktop computers providing access to Microsoft Office authorised software technical support or user support for the use of the Envisionware software ( See Technical Application Support ) training or support for public users of the ITCs Service offerings and variations: Service Manager- Information Systems Services Team Leader - Application Services Council libraries Standard support hours.

28 Information Management Service Catalogue Page 28 of 47 2 Software Management 1. Technical Application Support This service provides the technical administration and support of business applications used by the organisation. More information about the applications supported by Information Management can be found in the Business Applications Register. second and third level operational support for applications including service faults and requests escalated from the service desk routine health checks of applications and environments management and refreshing of development, training and test environments application of security patches from vendors monitoring of application and integration processes software change management and minor upgrades performance tuning and capacity management escalation of support issues to vendors as required proactive problem-solving in relation to recurring technical issues capture of known-errors and workarounds liaising with the business owners of applications regarding business processes, policy and service delivery management of activities in relation to the business cycle in conjunction with business owner liaising with technical specialists to ensure reliable infrastructure and environments support for authentication and authorisation services associated with any application responsibility for data (including user accounts) where the custodianship of data resides with the business area support in the form of user help and training applications not listed in the business applications register and where no formal support agreement is in place. Service Manager Information Systems Services Service offerings and variations: Team Leader Application Services Business application owners Not applicable Standard support hours.

29 Information Management Service Catalogue Page 29 of Systems Administration and User Support This service provides system administration and user support for business applications developed by IM and for business applications where IM agrees to provide this service for the business owner. More information about the applications supported by IM can be found in the Business Applications Register. an engagement process with business areas and application owners responsibility for the application lifecycle process that involves application owners evaluation of patches, hot-fixes and upgrades released by vendors in conjunction with application owners minor upgrades and customisations to supported applications support for authentication services associated with supported applications management of vendor relationships including support requests configuring the application to meet the requirements of business users provision of support in the form of user help and individual training the execution of application processes by negotiation with application owners Please note that this service does not include: major upgrades and development work will be conducted as a formal project (refer to Application Design and Development ). requests for work that involve a change to the current architecture of the application or environment responsibility for data where the custodianship of data resides with the business area Service offerings and variations: Service Manager Information Systems Services Information Systems Coordinator Business application owners Application users Not applicable Standard support hours.

30 Information Management Service Catalogue Page 30 of Application and systems integration This service provides advice and expertise to facilitate the integration of business applications and provision of business-to-business services with partners. More information about the applications supported by Information Services can be found in the Business Applications Register. liaising with technical specialists regarding architecture and requirements development and support of integration and interfacing between systems (internal or external to RCC) liaising with business areas, external vendors, security experts to ensure appropriate data management, security and regulatory obligations are met. responsibility for the support of external systems managed by a third party after hours support for scheduled processes. In accordance with EB. Service offerings and variations: Service Manager- Information Systems Services Team Leader, Application Services Business application owners Not applicable Standard support hours.

31 Information Management Service Catalogue Page 31 of 47 3 Information Services 1. Data Maintenance Services This service maintains the currency of data sets where IM is the assigned custodian or accepts custodianship responsibilities on behalf of a business unit that has been identified as the custodian. It includes updates and renewal of datasets in accordance with approved data standards and maintenance plans. For more information on the datasets covered by this service refer to the Data Custodianship Register. management of the data custodianship register management of documented maintenance processes management of contracts with third party providers of data creation, updating and deletion of data entities and associated attributes related to spatial, land, and infrastructure asset data renewal of datasets in accordance with approved maintenance plans Service offerings and variations: Service Manager Information Systems Services Team Leader, Spatial Information Services Team Leader, Property and Asset Systems Registered data custodians Standard support hours.

32 Information Management Service Catalogue Page 32 of Data Integrity Services This service involves the periodic checking of data integrity and resolving data integrity issues reported through the services desk for data sets where IM is the assigned custodian or accepts custodianship responsibilities on behalf of a business unit. It includes the checking of topological relationships between spatial data entities and ensuring compliance with business rules applied to datasets. For more information on the datasets covered by this service refer to the Data Custodianship Register. management of business rules defining data integrity in consultation with data custodians periodic data integrity checks and reporting of status resolution of data integrity issues discovered or reported through the service desk identification and resolution of data integrity problems data maintenance activities Service Manager Information Systems Services Team Leader, Spatial Information Services Team Leader, Property and Asset Systems Registered data custodians Service offerings and variations: Refer to the Service Desk website for the terms and conditions of each (software) contract Standard support hours.

33 Information Management Service Catalogue Page 33 of Data Analysis Services This service involves analysing and reporting of specific data (please see list) in various formats to meet business requirements. For more information on the datasets covered by this service, refer to the Data Custodianship Register. exception reporting provided through dashboard or portal interfaces periodic reports able to be run on demand custom reports for specific business conditions performance reports and work commitment reporting providing online reports for external customers developing property, rating and planning searches for external customers the creation and maintenance of database views including spatial views supporting data analysis and reporting warehousing of data to support data analysis and reporting extraction and formatting of data from databases for delivery to external agencies, businesses, the public and contractors or consultants acting for RCC Service Manager Information Systems Services Team Leader Application Service Team Leader Property and Asset Systems Team Leader Spatial Information Services Staff External customers Service offerings and variations: Standard support hours.

34 Information Management Service Catalogue Page 34 of Data Acquisition Services This service involves managing the specification and acceptance of digital data acquired by RCC through a purchasing arrangement or through a project or consultancy. specifying data standards in contracts for acquisition of digital data acceptance of digital data delivered to RCC or downloaded via the internet validating that acquired digital data complies with specified data standards and corporate data management standards enabling business access to acquired digital data unstructured digital data BAU delivery of digital data in accordance with approved data maintenance processes Service offerings and variations: Service Manager Information Systems Services Spatial Data Coordinator Team Leader Property and Asset Systems Registered data custodians Standard support hours.

35 Information Management Service Catalogue Page 35 of Data Delivery Services This service involves delivery of digital data to external agencies, businesses, the public and contractors or consultants acting for RCC in accordance with data management policies and guidelines. ensuring recipients of digital data agree to RCC terms and conditions of use ensuring that appropriate metadata accompanies or is available in relation to any digital data delivered externally ensuring that appropriate disclaimers are provided with digital data to protect RCC from claims for loss or damage resulting from misuse of the data or inappropriate reliance on the data providing various mechanisms for digital data delivery from self service to CDs unstructured digital data website content management extraction or transformation of data for delivery (refer to Data Analysis and Reporting Services) Service offerings and variations: Service Manager Information Systems Services Team Leader Spatial Information Services Team Leader Property and Asset Systems Registered data custodians External customers Standard support hours.

36 Information Management Service Catalogue Page 36 of Archiving Corporate Records Service This service provides archiving of corporate records and ensures corporate records are retained and disposed of in accordance with legislative requirements and government standards. issuing approved archive boxes for packing coordinating and collecting archive boxes containing inactive records from all business areas across Council determining how long records need to be kept and when they can be disposed of appropriately creating and capturing a description of each archive box s contents into the Council s recordkeeping system preparing archive boxes for transfer to secondary storage maintaining a file Register of all processed archive boxes preserving and storing perpetual records until their transfer to Queensland State Archives conducting authorised disposals of corporate records documenting all authorised disposals and maintaining a Destruction Register providing guidance to staff on archiving practices Service Manager, Records Management Service offerings and variations: Archivist Staff Not applicable Standard support hours

37 Information Management Service Catalogue Page 37 of Hardware Services 1. Application Hosting This service provides the ability to host an application within RCC environment. The requirements for this service will typically vary according to the application. Costs may apply to this service and will be determined on a case by case basis. The activities required for this service will vary for each application, but may include: basic monitoring of the application and availability routine health checks of applications and environments escalation of support issues to vendors as required planning for data protection and disaster recovery strategies in conjunction with business owners liaising with technical specialists to ensure reliable infrastructure and environments advice to vendors and business application owners regarding RCC IM environment and assistance with configuration of applications patching or upgrades to applications support for authentication services associated with any application responsibility for data (including accounts) where the ownership of data resides with the business area. Service Manager IT Technical Service Team Leader - Infrastructure Staff Service offerings and variations: Not applicable Standard support hours.

38 Information Management Service Catalogue Page 38 of Database Hosting This service provides a managed environment where databases can be hosted. Included with the service is storage space, backup and monitoring. technical standards for supported database platforms managed environments for hosting of databases including storage, backup and monitoring capacity planning and monitoring of databases and environments escalated support from the service desk and application specialists assistance in the diagnosis of performance problems application of security patches from vendors. resolution of underlying application issues responsibility for the integrity of data hosted within the databases data protection is for disaster recovery purposes only hosting of databases that are not one of the supported database platforms support for database environments that are no longer supported by the vendor. Service Manager IT Technical Service DBA Staff Business Application Owners Service offerings and variations: Supported database platforms: Microsoft SQL server Versions 2000, 2005, 2008 standard support hours support for existing applications is provided for the Microsoft platforms listed in service offering only any new databases will be hosted on standard 2008 platform only

39 Information Management Service Catalogue Page 39 of Backup, Restore and Archiving services This services provides archiving and retention of data to meet business requirements. It includes the ability to store media in secure off-site locations for business areas outside of Information Services. lifecycle management of media formats backup services (regular and occasional). restores of personal data backups of individual workstations. Service Manager Records Archivist Staff Service offerings and variations: Backup services can be tailored according to requirements standard support hours backup and restores services are designed and resourced with the objective of protecting critical business data.

40 Information Management Service Catalogue Page 40 of Professional Services 1. Operational partnering and advisory services This service provides advice and consulting services in relation to operational knowledge, information and technology services. an advocacy role within Information Management Portfolios on behalf of RCC a process for engagement with RCC staff acting as a point of contact into Information Management coordination of internal service providers. This service does not include: strategy and policy related services project management services. CIO CIO Staff Review dates: No separate review dates are currently set Standard support hours.

41 Information Management Service Catalogue Page 41 of Compliance and Prudential 1. Software and hardware contract management This service manages compliance with the terms and conditions of contracts governed by GITC, Local Buy and RCC contracts management with IM vendors such as the software agreements with Microsoft. management of Office-wide software contracts management of hardware maintenance agreements facilitating the checking of maintenance schedules providing advice on contract terms and conditions records management in relation to software and hardware contracts contract renewals liaison with Legal Services for legal advice and Internal Audit for compliance advice general advice on licensing managing the availability of software licensed for (approved) work from home arrangements. contract negotiation with vendors. This is the responsibility of the contract initiator/contact budgeting processes. CIO CIO Staff Service offerings and variations: Refer to the Service Desk website for the terms and conditions of each (software) contract Standard support hours.

42 Information Management Service Catalogue Page 42 of Software licensing This service sources and provides quotes for an authorised list of software licenses and manages the use of licensed software within RCC. usage reporting on request sourcing of quotes liasing with desktop support staff regarding the installation of software providing advice on licensing conditions maintaining software register. advice on software functionality this service is not provided for software that is not on the authorised list. CIO Service Manager, IT Technical Services Staff Service offerings and variations: Refer to the Service Desk website for the terms and conditions of each Software contract Standard support hours.

43 Information Management Service Catalogue Page 43 of IM Security Incident Handling This service provides advice and expertise to investigate and handle IM security-related events. management of processes and handling of specific violation events ( such as Viruses) investigations of inappropriate use and/or access liaison with internal and external entities regular management reporting. This service does not include: physical security of ICT Facilities is the responsibility of Facilities Management responsibility for data within applications patching and configuration of systems. Service offerings and variations: CIO Team Leader, Infrastructure Staff Not applicable standard support hours all use of RCC ICT facilities should comply with the ICT Corporate Information Resources Management Policy and Information Resources Security guideline. Corporate Information Resources Management Policy All references to this service will be published on RCC Service Desk homepage

44 Information Management Service Catalogue Page 44 of Recordkeeping operations This service contributes to the development of Recordkeeping operational policies, procedures and guidelines and the education of users regarding their responsibilities to corporate recordkeeping. [Linked to 18. Training in recordkeeping procedures] advice on RCC recordkeeping policies and procedures design and configuration of recordkeeping systems information, advice and guidance in recordkeeping procedures compliance of current IM services with appropriate standards liaising with external auditors. Service offerings and variations: CIO Service Manager, Records Management Business application owners ICT technical specialists Externals Not applicable Standard support hours.

45 Information Management Service Catalogue Page 45 of 47 Acronyms Acronym Term BCM BCP BIA BRM CAB CAB/EC CSI DR EOUL ICT IP ISDN ISM ISP IT ITSC ITSCM ITSM KPI MACD QA QMS SMTP SOP VOIP VPN Business Continuity Management Business Continuity Plan Business Impact Analysis Business Relationship Manager Change Advisory Board Change Advisory Board / Emergency Committee Continual Service Improvement Disaster Recovery End of Useful Life Information and Communication Technology Internet Protocol Integrated Services Digital Network Information Security Management Internet Service Provider Information Technology IT Steering Committee IT Service Continuity Management IT Service Management Key Performance Indicator Moves, Adds, Changes and Deletes Quality Assurance Quality Management System Simple Mail Transfer Protocol Standard Operating Procedures Voice over IP Virtual Private Network

46 Information Management Service Catalogue Page 46 of 47 Glossary Common Term Data Information Knowledge Information Management Knowledge Management 1 st Level Support 2 nd Level Support 3 rd Level Support Administrative Definition Is the raw material of organisational life; it consists of disconnected numbers, words, symbols and syllables relating to the events and processes of the business. Is what people transform their knowledge into when they want to communicate it to other people. It is knowledge made visible or auditable, in written or printed words, or in speech. Is what we acquire from our interaction with the world; it is the results of experience organised and stored inside each individual s own mind in a way that is unique to each (though there are features common to how we all do this). To ensure that the right information is available to the right people at the right time, with the right context to make it meaningful and useful, and that it is delivered using the most appropriate medium. Capturing, organising, and storing knowledge and experiences of individual workers and groups within RCC and making links to external partners knowledge repositories and making this information available to others in RCC. The responsibility of 1st Level Support is to register or acknowledge receipt and classify received Incidents and to undertake an immediate effort in order to restore a failed IM Service as quickly as possible. If no ad-hoc solution can be achieved, 1st Level Support will transfer the Incident to expert Technical Support Groups (2nd Level Support). 1st Level Support also processes Service Requests and keeps users informed about their Incidents' status at agreed intervals. 2nd Level Support takes over Incidents which cannot be solved immediately with the means of 1st Level Support. If necessary, it will request external support, e.g. from software or hardware manufacturers. The aim is to restore a failed IM Service as quickly as possible. If no solution can be found, the 2nd Level Support passes on the Incident to Problem Management. 3rd Level Support is typically located at hardware or software manufacturers. Its services are requested by 2nd Level Support if required for solving an Incident. The aim is to restore a failed IT Service as quickly as possible. Routine functions, such as setting up user identities (IDs), changing