Data Center Services Production Support VPSX Enterprise Print Server. The Johns Hopkins Health Systems And The Johns Hopkins University
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1 Data Center Services VPSX Enterprise Print Server Providing multiple Johns Hopkins Enterprise customer s a single point of control to manage print across numerous Systems and Applications. The Johns Hopkins Health Systems And The Johns Hopkins University Information Johns Hopkins Service Level Provision Prepared by; ETSO Data Center Services Date: 05/29/09
2 Table of Contents 1 TABLE OF CONTENTS DATA CENTER SERVICES VPSX Enterprise Print Server; 3 4 SUPPORT HOURS CONTACTS PRINTER AND CUSTOM PRINT SERVICES EVALUATION VPSX PRINTER, FORM AND FILTER REQUESTS VPSX PRINTER MONITORING Priority Levels ROLES AND RESPONSIBILITES VPSX System Administrator/Print Manager VPSX Sys Printer Administrator Remote Print Queue Operations Application Developer FUNCTIONS AND PERMISSIONS... 8 Example1..7 Example ATTACHMENTS A VPSX Functional component Overview B VPSX Print Request form C VPSX Multiple Printer Request Form example.12 1/25/ Enterprise VPSX Print SLP
3 2 Data Center Services Data Center Services provides 24/7 operations of the Data Centers located on the Mt. Washington and East Baltimore campuses. These operations include: Timely processing of data and backups on the various platforms housed within the Data Centers Production and delivery of printed and electronic reports Control of the production environment through change management Physical security of the Data Centers Monitoring of the various platforms and network Management of supported problems reported through the Support Center (Help Desk). Data Center Services consists of five groups: Computer Operations - 24hr/365day organization that supports and monitors JHH and JHU systems and applications. Data Control - performs a vital role in the implementation and submission of Johns Hopkins University production applications. Facilities manages the data centers for Mt. Washington and East Baltimore. bridges the processes and procedures between application development, technical support, and operational areas for application implementation management and support services. Support Center (Help Desk) - provides customers with a single point of contact for IT/Network related questions or problems, with immediate resolutions or escalation to second and third level support. 3 VPSX Enterprise Print Server; manages the VPSX Enterprise Output Server that allows multiple systems and applications to share common printers both local to the customer and also high speed high volume printers located in the central Data Center. The Enterprise Output Server provides 24/7 availability to our customers on a high availability (HA) two node clustered environment. VPSX was designed to take advantage of any clustered environment and run multiple VPSX servers (nodes) and is configured to access shared storage device for information. Our goal is to provide the customer a single point of control to manage print from any system and application, including Windows across the Johns Hopkins Enterprise. The VPSX application can provide customers with direct access to the manager screens and give them the ability to view the printers associated with their particular application if they so desire. This flexibility helps troubleshoot print problems in a fast and efficient manner. 1/25/ Enterprise VPSX Print SLP
4 4 Support Hours Support Hours identify the level of support, support staff, and support hours. Level of Support Support Staff Hours of Support Requirements Response Time Production Incidents Print filters Creation Special Job Requests Emergency Change Controls; Production Only VPSX Sys Admin Operations Application Developer Emergency bulk Print requests Emergency new printer additions or address changes 24hr/365days a year 24hr/365days a year ServiceCenter Incident Ticket Change Control Director Approval 30 minutes 30 minutes Test Incidents Print filters Development and Creation Job Requests Receipt and Processing Special bulk print One time only print requests New Printer additions Printer moves Address changes Normal Business Monday through Friday 8:30 to 16:00. Normal Business Monday through Friday 8:30 to 16:00. ServiceCenter Incident Ticket Job Request Form Change Control 1 business day 5 business days 5 Contacts Manager of Ned Fields (410) efields@jhmi.edu Midrange Analyst/VPSX Sys Administrator/Printer manager Michael F. Martin (410) mmartin@jhmi.edu Midrange Analyst/VPSX Printer Admin Chad Garrison (410) cgarris@jhmi.edu Operations/Lead Operator Command Center (410) or /25/ Enterprise VPSX Print SLP
5 6 Printer and custom print Services Evaluation attempts to provide flexibility in the transition from one print method to another and also maintain current custom forms required by billing and regulatory guidelines. together with Technical Support will assist with translations of print commands from individual application. If required the VPSX Levi, Ray & Shoup. Inc will also provide any resources to address special technical requirements needed by a particular application to produce print through VPSX. Existing printer names will be used if possible, to reduce transition problems., in collaboration with the customer, can develop new techniques to meet complex dependencies across multiple applications within the Johns Hopkins Enterprise. Some of these techniques include: Custom interfaces between platforms and VPSX Special print filter development Multiple form production to a single printer 7 VPSX Printer, Form and Filter Requests Customers are required to fill out a VPSX Print Request Form (See attachment B) to initiate the process for installing or changing Printer s, Forms, Ports, IP address or Filters within the Johns Hopkins Enterprise. All requests will be evaluated by the designated internal review group prior to being forwarded to. This ensures integrity, criticality, and priority of the request before moving forward. requires 5 business days upon receipt of the Request Form. Once has reviewed the request, the Administrator will contacts the customer to assign a ServiceCenter change control number. The Administrator begins working with the customer to develop and test the requested changes or additions. All information about testing and special requirements of the customer is documented within the ServiceCenter Change Control Record. Completion times for requests will vary, based on complexity, priority, and number of requests in the queue. Any additional lead time which can be provided for requests, would be beneficial to help meet requestor requirements. It may be necessary to have access to the customers printer to confirm the end product. 1/25/ Enterprise VPSX Print SLP
6 8 VPSX Printer Monitoring Printers are monitored by Customer Liaisons and through the VPSX web interface screen. Printer problems and error conditions are clearly visible. Customer Liaisons have accounts that allow them to stop and start printers and trouble shoot initial problems. Printer addition and removal, as well as filter and form setup is the responsibility of the Production Support Systems Administrator. Once the Customer Liaison is unable to assist the customer they should contact the Help Desk and open an incident in Service Center. VPSX alert Priority Levels are color coded. These views are defined below. Customers can view the output and error logs for their specific application through the web interface screen. 8.1 Priority Levels 1/25/ Enterprise VPSX Print SLP
7 9 Roles and Responsibilities The following describes the roles and responsibilities of key personnel for Enterprise Job Scheduling. 9.1 VPSX System Administrator/Printer Manager The VPSX System Administrator/Printer Manager maintains and manages the VPSX print server, Printer Filters, Printer configuration and server statistics. Can perform but is not limited to the following. Installation of VPSX License Key files. Incident Resolution for the Enterprise Print Solution Environment. Maintain Upgrades and Patches for VPSX. Maintenance of VPSX Printer Configuration Information. Maintenance and creation of individual printer filters. Creation of VPSX Sys Maintenance Scripts for the collection of printer statistics, by customer. Creation of O/S level Scripts, that handle special filter requirements and custom forms management. Monitoring VPSX Licensing by customer and installation of License Keys. Maintenance of the VPSX Profiles. Work with customers an assist with the creation of special Print subsystem calls and commands that allow customer systems or web applications to process print through VPSX. VPSX Security Administrator. Maintain and Enforce Standards including Printer naming conventions. Maintain Documentation. Work with customer s application teams to test printer connections, new form design and new filter creation. Statistical Reports and Charts. Respond to Production Incidents within 30 minutes. 9.2 VPSX Sys Printer Administrators The VPSX Sys Printer Administrators are the backup for the Systems Administrator and perform but are not limited to the following responsibilities Incident Resolution for the Enterprise Print Solution Environment. Maintenance of the VPSX Profiles. Work with customer s application teams to test printer connections Respond to Production Incidents within 30 minutes. Addition of standard printer requests not requiring special filters or scripts. Redirecting print jobs from one print location to another to resolve disabled printers or problem print jobs. 1/25/ Enterprise VPSX Print SLP
8 9.3 Remote Printer Queues The Remote Printer Queues are responsible for the production of large volume print jobs formerly managed through the mainframe. These includes but are not limited to: Creation and maintenance of 12 queues resident on three high speed Xerox printers located in the data center. Configuration of the individual print characteristics of all 12 queues. Queue Level Security. Queue naming convention standards. Instruct and support Operations on use of queues and special form requirements. Work with the applications staff to test print queues. 9.4 Operations The Operations Staff is responsible for the monitoring of and the production of print from the high speed Xerox printers, including: Ensuring the proper forms are selected and properly loaded into the printers. Proper form handling and distribution, including packing and shipment to customer. Verifying the privacy of sensitive print jobs. Monitor queues and printers for problems. Redirect print jobs from one printer to another in the event of a printer failure. 9.5 Application Developer The Application Developer/customer is responsible for creation of application programs/scripts. Adhere to all VPSX print standards. Fill out the Enterprise Request Form as appropriate. Create/Modify job documentation. Coordinate new printer relocation or installation and testing with VPSX Systems Administrator/Print Manager. Coordinate Form and or Filter design or modification with VPSX Systems Administrator/Print Manager. Provide and maintain incident notification contact names and numbers. 10 Functions and Permissions The following table details entitlements for each role within the VPSX Enterprise Print Server Environment. The only role that has full access is the VPSX System Administrator/Print Manager. All other roles have reduced access limited to the customer s needs and application specific printers. 1/25/ Enterprise VPSX Print SLP
9 Example 1 Example 2 1/25/ Enterprise VPSX Print SLP
10 1/25/ Enterprise VPSX Print SLP
11 Request Date: Development Date: VPSX Print Request Form Dark gray areas contain options Implementation Date: Func Design Spec ID: Priority: If this request is an emergency please have the appropriate supervisor sign. Otherwise, the request will follow agreed standards. Sign: Requestor Name: Requestor Phone: Printer type (see list): Printer use (see list): Filters/PCL cmd Printer type: A HP LaserJet B HP Color LaserJet C Label Printer D Zebra Label printer E Embosser Printer (support info): Contact Name: F Mainframe Xerox G Check Printer H Print Queue only I Attached to Router J Attached to Jet Direct K Other (Provide description) Printer Use: Hopkins 1- Financial System KEANE Patient Billing System LAB Patient Pathology Lab Systems BDM Patient Pharmacy Systems IDX - Outpatient/Professional Systems ISIS Student Service System OTH Other System/Operational Contact Phone: Filters/PCL command: L Landscape M Statement N UB Bill O Label Filter P Portrait Q Laser Filter R Other (provide Documentation) Criticality(see list): Criticality Level: C - If necessary, contact 24 hours per day, 7 days per week. R First failure can be restarted, second consecutive failure treated as criticality level N. N - Support on business days 8 a.m. to 5:30 p.m. EST, if job fails outside this window it is handled next business day. O - No need for support on failure. Printer Location (Room #): Building : Network Device Select code: (not listed): Device Name: Network Device S Jet Direct T Digi U Cisco Router V Other describe Special Scheduling Instructions:
12 The following table can be created and attached to a Change request to facilitate requesting multiple printers at the same time, such would be used during the initial installation of a system. Building Room Area Description Contact Name Contact Phone Application name Network Device And port # IP Address or DNS name 1/25/ Enterprise VPSX Print SLP
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