INFORMATION TECHNOLOGY SERVICES IT SERVICES PORTFOLIO

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1 INFORMATION TECHNOLOGY SERVICES IT SERVICES PORTFOLIO Updated October 2010

2 Table of Contents Desktop and Customer Services... 3 Enterprise Application Services... 6 Department Specific Application Services... 7 Web Services... 8 Education Services Hosting and Communications (Business Continuity) Services Records Management Services Professional Services Last Printed: 1/7/2014; 10:38 AM Page 2 of 16

3 Desktop and Customer Services Summary Provide the desktop hardware & software tools that you need at your fingertips to facilitate individual worker roles and job requirements and provide access to the County s business applications and data; and Provide a single initial point of contact for all IT assistance Value To facilitate individual worker roles and job requirements and provide access to the County s business applications and data; and To insure responsive routing, tracking, follow through, and closure Definition Desktop and Customer Services provides the following functions for customers using County-provided computers: Desktop support: Software, hardware and image administration Personal productivity tool administration: , Microsoft Office suites, etc. Help Desk: Problem identification, escalation, tracking, communication, resolution, and feedback Requests Workflow Management: New user setup & exiting user cleanup processes; Identifying and facilitating the initiation of projects Event notification: Proactive system availability announcements Presentational Tools: Multimedia Audio-Visual equipment support Asset Management: Procurement & Management of Desktop computing resources Procurement: Management: ITS role in procurement is the selection and approval of hardware and software components for desktop computing needs ITS role in management is the licensing, inventory and end-of-life processes for desktop hardware and software components administered by ITS to support the business Single Point of Contact Provide single initial point of contact for problem resolution and requests Provide current information regarding availability of IT services and/or maintenance New desktop and printer hardware and/or software Following Standard Operating Procedures and the Software exception processes, we provide installation of approved new hardware or software within 10 business days of receipt of component 99% of the time Maintain desktop hardware, printer and software life-cycles Provide replacement of fleet desktops per the desktop replacement program schedule and printers as necessary Last Printed: 1/7/2014; 10:38 AM Page 3 of 16

4 Multimedia Audio-Visual equipment support Provide support when requested based on establish priorities and resource availability Software Provide current software versions, as certified by ITS Provide exception software management on an as needed basis Incident and Request Management Support Availability Provide live connection and problem logging within 3 minutes 97% of the time, MF-7:30-5:00 Assign -submitted problems within 30 minutes of receipt 99% of the time, MF-7:30-5:00 For departments with Service Level Agreements that cover off-hour support only, we provide reliable ITS contact information Incident and Request Classification Incident or Request classifications are noted below (link to Service Level Agreement): o Priority 1: Break/fix Incidents - Multiple users of a division are unable to work o Priority 2: Break/fix Incidents - A single user of a division is unable to work or multiple users are degraded o Priority 3: Break/fix Incidents - Other o Priority 4: Standard Service Requests o Priority 5: Non-Standard Service Requests o Projects: Projects Response to these Incidents and requests are as follows: o Priority 1: 15 minutes o Priority 2: 2 hours o Priority 3: 24 hours o Priority 4: 24 hours o Priority 5: Based on resource availability o Projects: Based on resource availability Provide accurate initial problem identification and classification 95% of the time Resolve problems or coordinate problem resolution o First point of contact resolution 50% of the time o Tier II Support resolution 97% of the time o Escalated to Problem Management 3% of the time Provide ongoing status to customer regarding a problem upon request If needed, a temporary computer or replacement will be provided Request Management Provide live connection and request logging within 3 minutes 97% of time, MF-7:30-5:00 Assign -submitted requests within 30 minutes of receipt 99% of time, MF-7:30-5:00 Provide accurate initial request identification, classification and routing to Tier II 95% of time. Provide access to Help Desk Self Service 24 x 7 99% of time. Asset Management Procurement Provide an up-to-date catalog of certified desktop products Last Printed: 1/7/2014; 10:38 AM Page 4 of 16

5 Identify and approve all incoming desktop computing assets Document and track desktop assets (hardware and software) Management Licensing: Ensure (software) licensing compliance of all desktop components Inventory: Document and track all adds and changes to all desktops and components End-of-life processes: Ability to document, track and surplus all deletions of desktop hardware and software components Last Printed: 1/7/2014; 10:38 AM Page 5 of 16

6 Enterprise Application Services Summary Provide automation of MC s business processes that have the largest impact to the functions of the organization Value In order to reduce costs, increase efficiencies, meet mandates and compliance issues and improve customer services for both employees and the general public Definition Enterprise Application Services provides consulting, selection, implementation, support, reporting and ongoing management for systems that span multiple departments. This support also includes any interface to a Department Specific Application: Application Examples: Interface Examples: Banner, Kiva, Hansen, GIS, etc. Meter Readings (USD), Fuel Master (GSD) Standard Service Requests, Non-standard Service Requests and Projects Following the procedures for Service Requests, the Requestor will be notified if a request is either a Standard Service Request (P4), a Non-Standard Service Request (P5) or a Project. A Standard Service Request is usually serviced within five business days of its final queue assignment. If subsequent analysis determines the scope and level of effort is sufficient enough to warrant classification as a Non-Standard Service Request or a Project, the Requestor (and the department director and/or manager if a project) will be informed within ten business days. Standard Service Requests These will be scheduled appropriately based on resource availability. Non-Standard Service Requests or Projects Non-Standard Service Requests and Projects that are governed by the Project Request Process will be scheduled appropriately based on resource availability and the SLA s for the project lifecycle. Support If applicable, specific support requirements or agreements for enterprise applications will be incorporated into the departmental Service Level Agreement (SLA) We will respond to requests based on standard Customer Service established priorities and any agreements in the departmental Service Level Agreement (SLA) Last Printed: 1/7/2014; 10:38 AM Page 6 of 16

7 Department Specific Application Services Summary Facilitate the selection, implementation and limited or select support for departmental or function specific automation systems Value In order to reduce costs, increase efficiencies, meet mandates and compliance issues and improve customer services for the department Definition Department Specific Application Services provides consulting, selection, implementation, support and ongoing management for systems that are specific to departments or individuals of departments: Department Examples: etc. Individual Examples: Parks Scheduling (PRD), CIS Utility Billing (USD), TeleStaff (ESD), FuelMaster (GSD), Modeling software packages (ENG), etc. Professional Services Following Service Desk, Software Exception, Service Requests or Project Request processes, we partner with the department to assist with the selection of a solution and implement by: Determining scope and level of effort Assisting with coordination between the department, ITS and the Vendor Partnering with the department during the project management process if it is a DSA1 or DSA2 solution Assisting with the integration, and testing Standard Service Requests, Non-standard Service Requests and Projects Following the procedures for Service Requests, the Requestor will be notified if a request is either a Standard Service Request (P4), a Non-Standard Service Request (P5) or a Project. A Standard Service Request is usually serviced within five business days of its final queue assignment. If subsequent analysis determines the scope and level of effort is sufficient enough to warrant classification as a Non-Standard Service Request or a Project, the Requestor (and the department director and/or manager if a project) will be informed within ten business days. Standard Service Requests These will be scheduled appropriately based on resource availability. Non-Standard Service Requests or Projects Non-Standard Service Requests and Projects that are governed by the Project Request Process will be scheduled appropriately based on resource availability and the SLA s for the project lifecycle. Support If applicable, specific support requirements or agreements for department specific applications will be incorporated into the departmental Service Level Agreement (SLA) We will respond to requests based on standard Customer Service established priorities and any agreements in the departmental Service Level Agreement (SLA) Last Printed: 1/7/2014; 10:38 AM Page 7 of 16

8 Web Infrastructure Services Summary Provide the structure, access, and ease of use for both the Internet and Intranet and related web-centric application integration services. Provide a web services software architecture that can be used to rapidly deploy new services, content and functionality Value So that the County can make information available about its public records, services and select live events; and Those County employees can make available and access information about each department, services, benefits, activities and events, and certain processes Definition Web Services provides the following functions for the County: Content o Provide the infrastructure, which includes network, servers, software tools (to get content on the web), hosting, databases Custom Functionality - Web application lifecycle support o Consulting, project management, design, development, integration, implementation, and support Constituency-base Clients include: Martin County employees The general public Professional Services General Content Provide standards and guidelines so that departments can create, manage and delete their own specific content Standard Service Requests, Non-standard Service Requests and Projects Following the procedures for Service Requests, the Requestor will be notified if a request is either a Standard Service Request (P4), a Non-Standard Service Request (P5) or a Project. A Standard Service Request is usually serviced within five business days of its final queue assignment. If subsequent analysis determines the scope and level of effort is sufficient enough to warrant classification as a Non-Standard Service Request or a Project, the Requestor (and the department director and/or manager if a project) will be informed within ten business days. Standard Service Requests These will be scheduled appropriately based on resource availability. Non-Standard Service Requests or Projects Non-Standard Service Requests and Projects that are governed by the Project Request Process will be scheduled appropriately based on resource availability and the SLA s for the project lifecycle. Publishing Volume Support the required amount of custom functions (e.g., Beach Cam, Election Results, On-line Store, Video on Demand, etc.) to support the County s objectives and web service initiatives. Last Printed: 1/7/2014; 10:38 AM Page 8 of 16

9 Facilitate the publishing of an extremely high volume of read-only documents pertaining to official County business (e.g., agendas, memos, etc.). This volume is determined by statue, County policies business requirement; and executive direction. History Store and access all static documentation per County Policy Search & Find Quickly search and find County Services information using the latest search tools and methodologies Quickly search and find HTML pages and information using the latest search tools and methodologies Ease of Use Publishing Ability for County employees to publish and edit their content from their desktop Provide easy to understand instructions and training for staff Usage Provide the structure to support quick access to web content, functionality and services Quality Content Provide web-infrastructure that facilitates timely, accurate, and complete information and links Americans with Disabilities Act compliant Performance Provide response to web page request within 3 seconds 95% of the time Availability Provide an internal software, server, network, and database web-infrastructure that is available 24x7 Last Printed: 1/7/2014; 10:38 AM Page 9 of 16

10 Education Services Summary Provide information about IT policies, procedures, and projects, and provide computer related training for Martin County individual worker roles and job requirements Value In order to keep our customers informed and improve employee productivity Definition Education Services provides the following functions for the County: Training New client orientation Classroom application usage training Online application usage training Facilitate 3rd party application training - Provide referrals to outside training resources Departmental Meetings Technology Meetings Administrative Team Meetings In-house Assist in preparation of educational courses on standard desktop productivity tools for MC staff within 10 business days of request, and will be scheduled appropriately based on resource availability (Example: Excel training class requested for new employees) Provide educational courses on enterprise application software on an as-needed basis, and will be scheduled appropriately based on resource availability (Example: EPAF training) Participate in each Administrative Team Meetings 3rd Party Facilitation or Reference Provide coordination of outside educational resources based on customer requests within 10 business days. This includes: defining requirements; scheduling resources; and financial management Last Printed: 1/7/2014; 10:38 AM Page 10 of 16

11 Hosting and Communications (Business Continuity) Services Summary Provide secure, available, reliable, and cost efficient server and communications systems to all public sector institutions within Martin County. Provide a consistent asset management processes to ensure cost efficiencies, licensing compliance, inventory quality, and standards of computing resources. Value To support automated business and communications services for Martin County and select public sector institutions and ensure continuous operation of primary business functions per service expectations. The County benefits from streamlined systems, up-to-date technology, and cost savings. Definition Hosting and Communication Services provides the following functions for the County: Server & Network Facility Ownership and Management: Access and security (card key services) Server Administration: Architecture, sizing, implementation, performance and tuning (All servers requiring data center production quality) Communications voice, data and wireless: Architecture, implementation, performance and tuning (Data & Wireless Network backbone development and support; and Telephone provisioning and support) System & Network Security: Architecture, implementation, administration Asset Management: Procurement & Management of computing resources Procurement: ITS role in procurement is the selection and approval of data center/network hardware and software components for computing needs Management: ITS role in management is the licensing, inventory and end-of-life processes for data center/network hardware and software components administered by ITS to support the business Server & Network Facility Ownership and Management Access Maintain a secure data center, production and communications environment for County data and telecommunication systems Restrict, authorize, track and monitor all access to the data center, production and communications environments Environmental Maintain a safe, orderly and clean working data center, production and communications environment Monitor environment for power, temperature, humidity and fire as required by hardware and software manufactures for the safe and optimal performance of systems Serviceability Identify, restrict, approve, track and monitor all changes made to the data center and production environments Server & Network Security Provide a secured computing and communications platform environment to support County systems, protecting from: Last Printed: 1/7/2014; 10:38 AM Page 11 of 16

12 Outside attacks (denial of service, worms, etc.) Unauthorized access to County secure networks and data, including personnel, corporate and voic Server Administration New server hardware and Operating System Following TIP, Software Exception, and/or Project Request processes, we provide installation of new hardware and operating system within five days of receipt of component based on resource availability Stability & Performance Maintain the stability of production server and operating system life-cycles, providing: 98.0% system and functional availability for all production application and database servers Provide necessary performance and capacity to support the productivity requirements of the application users Provide recoverability of application services, based on user requirements as defined in established ITS Continuity of Operations Plan (COOP) Application Support Services Provide enhancement services that support existing applications based on resource availability Provide implementation services that support new applications or projects based on resource availability Serviceability Maintain server fleet replacement program based on vendor end-of-life support schedules Maintain Enterprise Application Platform and communications network life-cycle, including installation, repair and replacement Provide management of data center disciplines Voice, Data & Wireless Network Administration New telephone, data & wireless network hardware and software Following TIP, Software Exception, and/or Project Request processes, we provide installation of new telephone hardware and software within 3 day of receipt of component based on resource availability Following TIP, Software Exception, and/or Project Request processes, we provide installation of new data network hardware and software based on resource availability Ability to provide coordination of cell phone Stability and Performance Maintain telephone, data & wireless network hardware and software life-cycle 99.8% corporate and internet network availability Provide 99% systems availability on all telephone and data networks Maintain telephone and data networks replacement program based on vendor end-of-life support schedules Provide necessary performance and capacity to support the productivity requirements of the communication users Availability of basic land-line phone service 100% of the time, on a 24x7 basis Ability to provide access to the data & wireless communications network 99% of the time, on a 24x7 basis Ability to provide performance levels based on service level requirement of the resources accessed Last Printed: 1/7/2014; 10:38 AM Page 12 of 16

13 Serviceability Ability to provide moves, adds, changes and deletes to phone service within 5 business days of request Ability to provide repair of internal basic phones services within 3 business days of request Ability to provide moves, adds, changes and deletes to the data network within 7 business days of request Ability to provide repair of internal data networks services within 2 business days of request Capital Projects Construction Support Provide communications design services for new and refurbished County capital project construction, including telephone systems, data and wireless network systems design, pricing, configuration and installation Asset Management Procurement Provide an up-to-date catalog of certified data center/network/voice related products Identify and approve all incoming data center/network/voice related computing assets Document and track data center/network/voice related assets (hardware and software) Management Licensing: Ensure (software) licensing compliance of all data center/network/voice related assets (hardware and software) Inventory: Document and track all adds and changes to all data center/network/voice related assets (hardware and software) End-of-life processes: Ability to document, track and surplus all deletions of data center/network/voice related assets (hardware and software) Last Printed: 1/7/2014; 10:38 AM Page 13 of 16

14 Records Management Services Summary Coordination of Records Management activities with internal and external customers Value So that the public can access all County archival information; automate retrieval processes for staff and the public; and comply with Florida Administrative Code and Florida Statutes Definition Records Management Services provides the following functions for the County: Coordinate implementation of electronic document management Service and research public requests for archival information Coordinate outsourced conversion of documents into archival media Coordinate access to Archives Management and Iron Mountain Storage Provide Courier service between satellite office locations Process incoming and outgoing U.S. Mail Coordinate outsourced conversion of documents into archival media as submitted by requesting departments according to earliest possible vendor processing schedule Provide an up-to-date volume and fee schedule for outsourced conversion of documents Coordinate access to Archives Management and Iron Mountain Storage as requested by staff or the public Provide Courier service between satellite office locations per established schedule Process incoming and outgoing U.S. Mail sort incoming as received by US Post Office, process outgoing and deliver to US Post Office per established schedule Assist with Florida General Record Schedule interpretations within one business day. Provide training opportunities, as needed, in Records Management responsibilities and procedures. Last Printed: 1/7/2014; 10:38 AM Page 14 of 16

15 Professional Services Summary Provide Technology Investment Planning and Management Services that align the County s technology investments with business goals. Focus of IT resources that leverage enhancements in technology, increase responsiveness to customer needs and maximize employee resources. Value To deliver technology in a standard, consistent and supportable fashion; and provide compliance and oversight for the financial, purchasing and project implementation aspects of technology projects Definition Professional Services provides the following functions for the County: IT Portfolio Management Offer Planning Services that market ITS as the best and most economical provider of IT services for meeting business requirements with automated systems. These services revolve around the administration, management and reporting of the Technology Investments, which provide strategic alignment of IT technology with business objectives. Govern technology investments with the objective of lowering total cost of ownership, leveraging prior investments, improving service quality and efficiency and ensuring a current and supportable technology infrastructure IT Project Management Manage customer and IT projects. The Office of Project Management would partner with county departments to provide request analysis, business analysis services, project management, applications acquisition and integration, custom development, solutions implementation and support. Provide Integrated Project Resource and Schedule Management as well as Staffing and Demand Management. IT Fiscal Management Facilitate budget planning and financial management for ITS and the technology investments. Provide planning and expenditure tracking for IT projects. Provide status reporting and customer status meetings to ensure effective delivery of services to meet the business needs of County departments. Develop IT funding models to ensure resource allocation of baseline operating costs. Provide oversight and management of vendors and consultants involved in projects to make sure they meet defined requirements in a timely manner. IT Strategic Planning and Enterprise Initiatives Provide an ongoing strategic planning process for technology investments to ensure success in an environment of changing business needs and technology. Determine the initiatives, programs or activities needed to achieve the strategic outcomes of the departments. Research and implement enterprise technologies that enable County operational efficiencies and business transformation. Standardization of technologies to capitalize on training, and to leverage economy of scale for procurement and support. IT Asset Management: Procurement & Management of enterprise and departmental level computing resources Procurement: ITS role in procurement is the selection and approval of hardware and software components for enterprise and department level systems and computing needs Management: ITS role in management is the licensing, inventory and end-of-life processes for enterprise and department level hardware and software components and their recurring costs administered by ITS to support the business Provide a proven project management methodology and process that manages all aspects of the project request Last Printed: 1/7/2014; 10:38 AM Page 15 of 16

16 Provide recommendations to management and customers regarding project requests when submitted through the Project Management Office and annually during the budget process Professional Services Following the Service Request or Project Request processes, we partner with the department to assist with the selection of a solution and implement by: Inform requestor within 10 business days of determination that any request is a project Assisting with coordination between the department, ITS and the vendor to prepare a formal PMO project or Non-Standard Service Request and schedule resources appropriately Partnering with the department during the project management process Assisting with the integration, and testing Communication: Provide meetings with each department, as appropriate, based on need. Standard Service Requests, Non-standard Service Requests and Projects Following the procedures for Service Requests, the Requestor will be notified if a request is either a Standard Service Request (P4), a Non-Standard Service Request (P5) or a Project. A Standard Service Request is usually serviced within five business days of its final queue assignment. If subsequent analysis determines the scope and level of effort is sufficient enough to warrant classification as a Non-Standard Service Request or a Project, the Requestor (and the department director and/or manager if a project) will be informed within ten business days. Standard Service Requests These will be scheduled appropriately based on resource availability. Non-Standard Service Requests or Projects Non-Standard Service Requests and Projects that are governed by the Project Request Process will be scheduled appropriately based on resource availability and the SLA s for the project lifecycle. Asset Management Procurement Provide an up-to-date catalog of certified products of enterprise and department level interest Identify and approve all incoming enterprise and department level computing assets (hardware and software) Document and track enterprise and department level assets (hardware and software) Management Licensing: Ensure licensing compliance of all enterprise and department level software Inventory: Document and track adds and changes to all enterprise and department level software End-of-life processes: Ability to document, track and surplus all deletions of enterprise and department level software and components Last Printed: 1/7/2014; 10:38 AM Page 16 of 16

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