Work Performance Statement

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1 Work Performance Statement Enterprise Date Services Service Management Tool Introduction Acronyms, and Abbreviations AQS FAA Office of Quality, Integration and Executive Services ARB Airmen Records Building AVS FAA Office of Aviation Safety COTS Commercial-of-the-Shelf CMDB Configuration Management Database EDS Enterprise Data Services EDC Enterprise Data Center ITIL Information Technology Infrastructure Library (version 3) IAM Identity and Access Management MMAC Mike Monroney Aeronautical Center REG Civil Aviation Registry TCO Total Cost of Ownership Overview The AQS-250 organization s Enterprise Data Center specifically the Airmen Records Building (ARB) and the Civil Aviation Registry (REG) centers are required to run efficiently, be accountable, provide support and add value to AVS and the FAA s core business undertakings while maintaining a low total cost of ownership of it s assets. Aside from all other aspects of Data Center IT operations, the Enterprise Data Center s (ARB & REG) IT assets and their management are increasingly coming under focus. Specifically the focus addresses: IT cost management challenges and helping to reduce total cost of ownership (TCO) by providing greater visibility for end-to-end IT asset management Providing solutions that enable clients to measure the usage of shared IT resources for resource accounting, charge-back billing, IT cost management, cost reduction, and optimization At the FAA even one hour of downtime can have dramatic effects and cause significant expense. AVS must take steps to ensure information availability so air traffic, flight safety and airport communities have reliable access to critical information, quality services in real time even as demand increases or if components fail. While the EDC s strategic goal is the continuous and reliable access to information its tactical objects leverages the following: Improve service Reduce cost Manage risk As it integrates the management of business and IT assets and aligns them with the business needs. By using industry standard and methodologies: Project Management Institute standards and ITIL it will streamline the development and improvement of services, reduce cost, and manage risk. The result will be a flexible, secure and seamlessly managed EDC IT infrastructure (people, processes, software, servers, storage and networks) which translates to the AVS community in

2 tangible concepts: improved productivity and service delivery and reduced risk while streamlining costs, culminating in information and business resiliency. This EDC initiative rests on implementing a robust [Service Management] approach which provides visibility, control and automation across all stages of the service lifecycle. The EDC will build, run and manage services across both IT and business environments to support rapidly changing business requirements. To realize this effort the EDC requires adequate technology support for managing the processes such as Asset Management, Financial Management, Capacity Management, Change Management, Demand Management to name but a few of the total set which comprise ITIL v3 Methodology. Business Context Located at Mike Monroney Aeronautical Center (MMAC), Airmen Records Building (ARB), The enterprise Data Center (EDC) is a physically secure facility that provides hardware, software, and technical services to support customer applications through an enterprise server infrastructure. The EDC hosts mission critical systems, business critical systems as well as various other systems and provide management services for support, design, development, integration and compatibility of the operating system infrastructure, including hardware, software systems, application servers, web servers and databases. EDC's architecture provides a complete enterprise server infrastructure supporting several functions, such as: Performance monitoring, Availability Monitoring Storage Recovery and Data Management Data Center Support Application Support Application Production Support Pre Production Staging Production and Problem Management of hardware/software security with a professional information technology services team providing an integrated 24x7 available support service. The EDC has initiated a project of implementing Service Management based on the Information Technology Infrastructure Library version 3 (ITIL v3) Methodology. An example of its various modules and processes are: Service Strategy: Service Design: Service Transition: Service Operation: Continual Service Improvement: Service Portfolio Management, Demand Management, IT Financial Management, Suppliers Management, Asset Management Service Catalogue Management, Capacity Management, Information Security Management Change Management, Release Management, Knowledge Management Event Management, Incident Management, Problem Management, Request Fulfillment, Access Management Service Level Management, Measurement & Reporting,Continual Service Improvement

3 Problem Statement The problem of EDC Infrastructure effects the impact of which is a successful solution would include EDC is facing inefficient service delivery driving up management cost: thereby a need for EDC to develop greater IT cost transparency and financial analysis as we allocate resources to our user community in order to understand the true cost of IT This affects the AVS Division and our aircraft, airport and FAA user communities as well as budgeting, accounting and finance. The impact is mission critical systems are not available in a reliable and timely manner to the user communities yielding possible flight delays to the larger customer base. Implementation ITIL Methodology based Service Management in conjunction the proper Service Management tool. The use of a tool will enable the centralization of processes and the automation of core Service Management processes. The raw data collected in the databases can be analyzed, resulting in the identification of 'trends'. Preventative measures can then be implemented again increasing the quality of the IT service provision. Actual cost to the enterprise of an asset can be accurately determined, whereby we can initiate purchase orders, or track cost allocations, based on fulfilled Service Requests Product Description The product is to be an ITIL v3 compliant Service Manager COTS tool. Product Objectives and Requirements In general terms the software tool shall increase efficiency and effectiveness, and provide a wealth of management information leading to the identification of weak areas subject to improvement. The longer-term benefits to be gained are cost savings and increased productivity. The COTS shall brings those elements that enable Service Delivery and Management while optimizing the management of IT assets based on ITIL v3 best practices. EDC seeks a integrated Service Management tool with a central repository database as opposed to disparate tool which means effectively little integration or sharing of data between these tools in use to support specific processes do not support the functional and comprehensive level required by the EDC. Furthermore the data structure and handling cannot be tailored to record attributes and data to support workflows. The Service Management turnkey COTS tool shall support 100% of the mandatory functional requirements specified ITIL v3 Methodology. The vendor and tool must have credibility for the EDC expects post sales support and the vendor ought to be one who is credible has a proven track record in that capacity

4 Functional Requirements The following is a list of EDC functional requirements of the COTS Service Management tool: Supports all ITIL v3 processes No clients (single web application on each web server) Single database (ease of maintenance and administration) Single user interface Highly scalable The tool does not require extensive product customization The tool provides the required interfaces and integrates Systems Management tools federated CMDB: specifically EMC ITOI (formerly SMARTS) Must be adequately flexible to support specified access rights and must be able to determine who is permitted to access what data and for what purpose, e.g. read access to User Community. In addition the functional areas that the COTS tool shall address. Service Asset & Configuration Management Asset Management Management of high value assets: such as servers, storage arrays, software licenses; as well as low value hardware items and spare parts Tracking of the lifecycle status of software licenses and hardware inventory Automated inventory control and asset usage tracking through workflow driven updates Restrictions on the use of assets based on organizationally defined rules Integrate asset management database with configuration management database Linkage of assets to purchasing contracts/agreements Configuration Management Deliver end-to-end automation by linking all IT management tools Provide graphical representation of relationships and dependencies between IT Servivces and Assets Federated Configuration Management Database the federation of resources from various existing databases, without the need to replicate all data

5 Financial Management Budgeting Charging System Record and track financial against assets Transparency over asset usage from end-to-end Service Portfolio Management Support workflow automation Real-time monitoring, notification and report performance against Service Level Agreements Stakeholder notification Dashboard Reporting Service catalog structuring of offerings of IT services reflecting description, cost, and service-level agreement: allowing for standardization of offerings Mobile support Managing and supporting mobile users while maintaining high security standards. Identity and access management Identity and access management (IAM) ensures that the right people have the ability to access the right services. Solving the user account management dilemma is a process that is spread among many owners inside IT. The service desk function

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