Facilities Planning and Management Services

Transcription

1 Page 1 of 5 Services

2 Page 2 of 5 TABLE OF CONTENTS Revision History... 2 Abbreviations and Acronyms... 2 Terminology Service Description and Services... 3 Baseline Services Additional Services Service Exceptions How to Request Additional Requests Service Configuration Items Service Owner Service Life Cycle OLA: Operational Level Agreement(s) Service External Dependency / Underpinning Contracts... 4 Appendix A:... 5 REVISION HISTORY VERSION DATE DESCRIPTION IMPLEMENTER DATE APPROVED /28/2011 Initial Draft Paul Gentile /04/2011 Second Draft Paul Gentile /07/2011 Third Draft Paul Gentile /11/2011 Fourth Draft Paul Gentile /16/2011 Fifth Draft Paul Gentile /22/2011 Sixth Draft Paul Gentile /16/2011 Added notes below charges Paul Gentile 1.0 2/17/2014 First Published Version C. Cawley/S. Cawley 2/25/2014 Donna M Jacobs Minor grammatical changes C. Cawley Donna M. Jacobs ABBREVIATIONS AND ACRONYMS ABBREVIATIONS AND ACRONYMS CRAC UPS KVM CCTV PDU DEFINITION Computer Room Air Conditioner Uninterruptable Power Supply Keyboard, Video, Mouse Closed Circuit Television Power Distribution Unit TERMINOLOGY TERM Fully Managed DEFINITION Area of Data Center where ISC provides all services for the

3 Page 3 of 5 Facilities Managed housed computers. Area of Data Center where ISC provides space, power and cooling and computer owners are responsible for all other aspects of managing their computers. 1.0 SERVICE DESCRIPTION AND SERVICES meets the requirements for an ISO 9001:2008 quality management system and ISO :2011 service management system (Facilities Managed Only); all services assure continuous improvement by meeting customer requirements. The integrity of the physical security is validated via compliance with HIPAA, NIST and PCI. BASELINE SERVICES Services provided for both Fully Managed space and Facility Managed (FM): Data center floor space Air conditioned environment with redundant CRAC units (Computer Room Air Conditioning) Water detection Fire detection and suppression UPS power Security card swipe access and CCTV monitoring 24x7x365 monitoring of electrical and environmental systems 24x7x365 on-site operations staff for emergency contact (3401 Walnut Street) Customer notification of facility related incidents, as appropriate Physical capacity is reviewed regularly to allow ease of implementation of requested additions and modifications Disaster recovery and business continuity plans (infrastructure only) 1.2 ADDITIONAL SERVICES In addition to the Baseline Services the Fully Managed space includes the following Hardware Support services: Cabling Local and remote KVM access Hardware installations Decommissions and recycling Disk drive destruction Break/fix hardware remediation Upgrades Asset management Documentation pertaining to floor layout, racks and cabling 2.0 SERVICE EXCEPTIONS Disaster recovery services are available on a for fee basis.

4 Page 4 of 5 Facilities Managed Only: Provide rack and rack PDU approved by the ISC Data Center Installation of computer equipment within the client s rack Management of client s computer equipment 3.0 HOW TO REQUEST Requests are submitted through a central workflow management tool. 4.0 ADDITIONAL REQUESTS Additional services listed under Section 1.2 Additional Services can be requested by Facilities Managed clients. These requests for additional services will be reviewed and negotiated between Computer Operations and the Facilities Managed client. 5.0 SERVICE CONFIGURATION ITEMS Service components are identified via floor plan and electrical single line diagram. The asset management system is used to record information at a more granular level for service items. 6.0 SERVICE OWNER Primary - Facilities Manager Secondary Facilities Manager (Backup) Tertiary contact (24x7 onsite availability) SERVICE LIFE CYCLE The workflow for service lifecycle is defined in a central workflow management tool, accessible from the Computing web page, for client requests. This workflow is guided by ITIL and ISO best practices. 8.0 OLA: OPERATIONAL LEVEL AGREEMENT(S) OLA s conform to University of Pennsylvania practices between departments and schools allowing for prioritized responses to requests and outages. 9.0 SERVICE EXTERNAL DEPENDENCY / UNDERPINNING CONTRACTS All contracts are housed online in a central asset management tools. VENDOR DVL Liebert Specialty Underwriters Penn Facilities SERVICE Cooling UPS, PDU, SiteScan Hardware (out of warranty) Electrical and other building support

5 Page 5 of 5 SSI American Eagle Penn Public Safety Fire Suppression Data Center Cleaning Security (Card Swipe and CCTV) APPENDIX A: Facilities Managed Computing Webpage: Facilities Managed Computing