` Service Definition Enterprise File Service Draft Version 1.6 Signoff: Name Role Signature & Date Mark Fortini Director, IT infrastructure Services Page 1 of 22 16/03/2011
Document Control Information Document Change History Version Date Last Revised Author Change Description 1.0 30th of March 2010 Initial Draft 1.1 28th of May 2010 Richard Wiltshire Amended following AP Feedback prior to circulating to wider audience 1.2 31th of May 2010 Chris Langeberg Wording changes 1.3 10th 1.4 21st 1.5 30th 1.6 21st of June 2010 Chris Langeberg Further wording changes of June 2010 Chris Langeberg Changes from review meeting of June 2010 Houssein Hallani Final draft of July 2010 Chris Langeberg Updates received from Denise and Mark Distribution and Acceptance Version Recipient Date issued Approval 1.2 Adrian Pryke, Richard Wiltshire 10/06/2010 1.3 Houssein Hallani, Victor Iantchev, Michael Tran, Adrian Pryke, Richard Wiltshire, Andre Bergin, Willie Trinidad 1.4 Houssein Hallani, Victor Iantchev, Michael Tran, Adrian Pryke, Richard Wiltshire, Andre Bergin, Willie Trinidad 16/06/2010 21/06/2010 1.5 Denise Black, Mark Fortini 1/07/2010 1.6 Houssein Hallani 21/07/2010 Page 2 of 22 16/03/2011
Table of contents Purpose of this Document... 4 Services Structure... 5 Enterprise File Service Description... 5 Enterprise File Service Configuration... 11 Enterprise File Service support services... 12 Enterprise File Service RASCI matrix... 18 Enterprise File Service - Service Targets... 20 Enterprise File Service Reporting and Charging... 22 Page 3 of 22 16/03/2011
Purpose of this Document This document defines the scope, service components and support services for the Enterprise File Service. Service Level Targets (SLT s) and Operations Level Agreements (OLA s are defined within this document. This Service Definition may need to be amended once tool automation for managing group membership and shared drives are implemented as this may require amendment to the defined responsibilities. Note: service components still under development or to be confirmed have been shaded in yellow in this document. Page 4 of 22 16/03/2011
Services Structure The Structure is designed to enable the clear and accurate definition of services. The structure: Enables the definition of both simple and complex services Creates clarity by clearly defining what organisational/functional units are involved in delivering and maintaining this service Enables clear communication of service targets associated with different service elements Service Support Consists of a defined list of activities, resources and/or processes that are offered by the IT organisation to support the Services customers use. Periodic of review Once this Service Definition is approved by IT at UNSW it will form the initial baseline for future service renewal. Validation of the targets listed in this definition will be reviewed by the Service Management Office after 6 months from acceptance of the initial definition. Monthly performance reports will be provided; however a realistic operational time frame is required to gather quantitative data before a review is recommended. All service reviews will be conducted on an annual basis once the 6- month review is complete. The Service Management Office is accountable for initiating this review and managing service improvement opportunities through to a successful conclusion. Page 5 of 22 16/03/2011
Enterprise File Service Description Service Item Details This section provides information on the service name and ownership. Service Name Service Group Service Description Enterprise File Service IT Infrastructure This service provides File System Access to UNSW staff and students, including Masters and PHD students, with the ability for Windows, Mac and Linux clients to access the File System. Remote access is also provided. Service Components Description This section provides information on the components that make up the service offering. File System Home Drives The File System provides storage for Home Drives and Shared data, for Staff and Students at UNSW. Storage is provided on demand by the ITU division to meet the initial and ongoing needs of the Faculties and Divisions. Clients are supported using their native file sharing protocols, being CIFS for Windows, AFP for Mac and NFS for Linux. Storage allocations (quotas) are used purely for administrative purposes, as allocations can be increased on request (with approval) to meet the needs of all clients. The File System is a Tier1 solution with inter-site data replication and automated failover. The system is designed: 1. To operate with 30 minutes of scheduled outages (out of hours) per month to support scheduled maintenance activities, and 2. To failover immediately to the second site should an unexpected error affect the primary site. Every staff and student will be provisioned with a home drive. Access to home drives will be available via standard file share mapping or remote login via WebDav. The user will have full control access to their home drive as this is required to support various SOE components. Page 6 of 22 16/03/2011
Service Item Shared Data Details All UNSW Shared folders will be linked into a Campus Distributed File System (DFS) tree called OneUNSW. This will be accessible over CIFS, NFS, AFP and WebDAV to allow a standardised point of entry to all accessible data. Shared data will be migrated by the File Migration Project for existing data from distributed file services. New group shares may be created on request to the WinAD team. Based on expected requirements an initial volume size and storage allocation will be applied. These allocations will be monitored by the WinAD team and can be increased if required. The shares will be managed by the Win AD team. Provisioning will include creation of Read, Write and, where required, Admin rights assigned by organisational unit or a user defined cohorts as defined in Active Directory. Shares will be organised according to the university s organisational structure. All top level shares will have assigned business owners. These business owners will be responsible for maintaining group memberships for access to the shared data. A tool for managing the group membership will be provided. Service functionality Description - This section provides advice on specific functionality offered on this service. Backup and Restore All storage is scheduled for backup nightly (except where otherwise noted in this document), and can be recovered to the last backup time in the event of a disaster affecting storage of both sites. Snapshots are taken twice a day and these will be available for up to 2 weeks. The Tier 1 design for this service employs dual storage and server locations to ensure that the requirement for data recovery will be limited to accidental deletion or data corruption by clients. Recovery of individual files will be performed in line with service availability target for Priority 3. A self service recovery is enabled for Windows and MAC users through the implementation of Shadow Copies of data on the file server. Shadow copies are copies of files that are located on the server and appear as previous versions. At the time of writing this report, the Linux self service component is yet to be developed. Other file restores will be available based on the UNSW backup policy, via request to the Service Centre. Page 7 of 22 16/03/2011
Service Item Archive Remote Access Home Drives for Central SOE PCs Home Drives for Locally Managed and Individually Managed PCs Details Aged files are automatically and transparently moved into archived storage, increasing the storage capacity of each file volume. Archival of files is a back end process that does not require any client interaction; although users may select individual files for archival. Files are automatically archived based on the last modified date. Files that have not been modified for 15 months will be archived. Archived files may be retrieved as normal through opening the files although a small delay may sometimes be noticed when opening archived files due to recall. The archival of files means that there is no guaranteed means of searching for text within archived files. Clients that require search functionality on files modified more than 15 months ago may request an exemption from archiving. Windows clients support archiving natively. For Mac clients; Archiving requires the installation of the GroupLogic Archive Connect client to ensure mass file recall requests are avoided. Mass recall is limited in the back end so where Archive Connect is not installed on a Mac, errors in the form of inaccessible files will occur if a large folder with a significant quantity of archived storage is browsed. Linux clients are not expected to cause mass recall and archive and retrieval should also be transparent. Remote access to data can be provided. Alternatively this solution provides access to all storage using a native compatible Explorer type interface such as Windows Explorer or Apple Finder. A standard web browser can be used to access files, but provides download/read only access. Upload/write requires the explorer type interface. Home drives are automatically presented to the user via backend technology for all SOE based operating systems. All PCs that are either managed via a local SOE or individually managed - will have access to a home drive. Mapping to the drive will either need to be managed via the local SOE or manually. The responsibility for this vests with local IT or the user of the PC. Storage Reports General Purpose of Enterprise File Service Storage Reports will be generated regularly and issued to a defined distribution list or ondemand by lodging a service request for resolution by the WinAD team. These reports will show consumed storage against allocations, growths and can assist in the management of storage and planning of future requirements. This service offering is for standard office documents, such as word and excel documents. Large quantities of storage, e.g. for research or multimedia development purposes must be requested outside of this service offering. The storage of large database files including Mail PST files is strongly discouraged as they cause undue stress on the backup system and are generally better suited to systems specifically designed for that type of data. Large databases should be hosted on a dedicated server and.pst files should be stored on alternative media, such as USB sticks, external hard drives, etc. Supported Clients Shared data folders will be accessible via all Windows, Mac and Linux operating systems via a single campus tree structure. (\\ad.unsw.edu.au\oneunsw) This will be presented natively for Windows and Linux systems, and via the ExtremeZ-IP Zidget at http://infpwfs100.ad.unsw.edu.au:8081 for Mac based systems. Page 8 of 22 16/03/2011
Service Item Quota Management Details Quotas for student and staff will be enabled for home drives. Students will have quotas assigned, set at varying maximum targets, depending on the Faculty/School where they study. This is because some studies require storage of larger documents, such as engineering drawings. Student quotas for the Faculty/School may be increased subject to approval by the Director, Faculty IT Services. The IT Faculty Manager may approve increases in quotas for individual students, Staff have larger storage requirements and will have an initial quota of 10Gb set. This may be increased in 10Gb lots until 50Gb is reached by request to the Service Centre. Storage requirements beyond 50 Gb will need to be stored on alternative media, such as USB sticks, external hard drives, etc. Usage will be monitored and staff with excessive usage or that does not adhere to the UNSW policy for Acceptable Use of UNSW Information and Communication Technology Resources will be asked to reduce their files. Home drives will appear to the client as the size of their quota allocation. When fully consumed, writing more data will be locked until either the allocation and/or storage volume is increased or until data is deleted. There is no quotas set for shared data Storage Allocations Storage is allocated in volume lots of 2 TB. WinAD Administrators will proactively manage all data volumes to ensure free space is available and storage allocations are appropriate as entire volume consumption could stop users from being able to use the system. Larger storage allocations are available on request. Shared folders will appear as the size of the volume on which they are stored, even though the allocation will generally be less than this. Email warnings will be sent to people writing to the share at 85%, 95% and 100% of consumption, to allow proactive allocation and space management. Support details Contact Description For support and service log a request with IT Service Centre on 9385 1333 or send an email to servicedesk@unsw.edu.au. Page 9 of 22 16/03/2011
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Enterprise File Service Configuration Page 11 of 22 16/03/2011
Enterprise File Service support services The Enterprise File System is supported by the following IT organisational units. First Level Support Service Centre Second Level Support Third Level Support Desktop Team Delivery Services Internal SMEs WinAD Service Management Office Monitoring and Reporting Director, IT Infrastructure System Owner Backup and Restore Fourth Level Support External SMEs Microsoft, Group Logic, Symantec or Commvault Level 1 Support: This team is usually the first point of contact for customers to raise IT related issues. This team logs the call that comes in via multiple channels (Phone, Mail, Email, In person, Fax etc.). First level support team tries to perform a quick assessment of the incident or request and attempt to fix the incident or fulfill the request by following simple troubleshooting scripts and cheat sheets. Example: Resetting password, Mapping network drive, Creating accounts. Level 2 Support: These are dedicated IT support teams responsible for handling non-standard and non-repetitive calls. These teams have a higher skill set and possess greater level of system permissions and technical knowledge in incident solving and request fulfilling than first level support. These teams can also create change tickets to update the underlying infrastructure. First level support escalates calls to second level that they are unable to respond to. Second level support escalates calls to 3rd level support after troubleshooting. Example: Application Support team, Windows Server Support team Level 3 Support: These teams are comprised of "experts /specialists" for the specific system that exists within the IT infrastructure / Enterprise. Third level support team assists in resolving and fulfilling more complex incidents and requests Page 12 of 22 16/03/2011
which are unable to be resolved by the second level support as well as performing problem and change management. These teams normally comprise individuals from development, engineering, product management. Level 4 Support: This support is normally provided by the Vendor of the product. Third level support teams are responsible for the management of the Level 4 support governed by underpinning contract. Example: Commvault, Microsoft, Dell, HP Page 13 of 22 16/03/2011
Service Centre Inclusions and Exclusions All support and requests for service must be channeled through the Service Centre. The Service Centre will provide 1 st level support and escalate to 2 nd level technical/functional support where necessary. Inclusions Incident Management Provide first level support for File Service related Incidents Service Request Management Log service requests and assign to appropriate support team, request include; Exclusions o o o o o o o o None listed Folder Access Request for a new File Share Request for a increase in storage requirements Request for a User Defined Cohort Restore files: - Managed File Service only. - Where media is to be recalled the ticket will be forwarded to appropriate level 2 group Drive mappings as per support scripts User information Archive Exemptions Contacting this Support Service The Service Centre can be contacted on 9385 1333 or access the IT self help portal https://www.servicedesk.unsw.edu.au. The Service Centre support hours are Monday- Friday: 8am to 8pm Weekends & Public Holidays: 11am - 2pm Extended Support for Enterprise Applications, VIP and Mission Critical Systems (Priority 1 Incidents Only): 6am - 11pm all days including Weekends & Public Holidays Page 14 of 22 16/03/2011
WinAD Support Inclusions and Exclusions The team is responsible for the management of the Windows file cluster and additional software components that make up the service offering. The team is the primary technical support group that will resolve incidents or problems with the service. The team will liaise with specific SME s to ensure a highly available service offering throughout the life of the service. Inclusions File System User Administration File System Security Administration Volume Management and Reporting Problem Management Group Policy Attend service performance reviews when required Perform restore of data from backup media to server Exclusions Changes to backup schedules Restore for major incidents Storage & Backup Inclusions and Exclusions The storage and backup team is a third level support team that manages the backup infrastructure and backup scheduling for servers. The team is also accountable for storage management which includes storage provisioning and performance management. Inclusions Backup Services Backup rescheduling Perform restore of data from backup media to server Coordinate recall of required backup/archive media from offsite storage Reporting on archiving Problem management process activities Attend service performance reviews when required Storage provisioning Exclusions Restoring servers hosting the file service Desktop Support Page 15 of 22 16/03/2011
Desktop Support Inclusions and Exclusions IT Customer Services provide 2 nd level technical support for Desktop Users. Inclusions Remote or desk side support Exclusions None listed Service Management Office Service support units Inclusions and Exclusions The Service Management Office (SMO) provides non technical support for the Enterprise File Service and is accountable for the monitoring and reporting of all authorized production services as listed in either the UNSW service catalogue or change transition project to production service definitions. Inclusions Description Facilitates service restoration during significant incidents. Facilitates annual service review and updates Service Definition where required. Manages the approval process for production related changes. Administers IT at UNSW s CA Service Desk tool Updates call management tool with new service requirements. Provides service reporting to key stakeholders Page 16 of 22 16/03/2011
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Enterprise File Service RASCI matrix Below is the RASCI Matrix for the critical elements of this service and the teams that deliver this service. RASCI stands for: Responsible: that is the person who is owner of the problem/project/task Accountable: that is the person to whom "R" is Accountable and is the authority who approves to sign off on work before it is effective Support: that is a person who provides resources or plays a supporting role in implementation Consulted: that is a person who provides information and/or expertise necessary to complete the project Informed: that is a person who needs to be notified of results but need not necessarily be consulted High level task Service group Description Director, Infrastructure WinAD Team Storage & Backup / Data Centre Operations Desktop Team Service Centre Service Management Office Owner of the service Manages Requests / Incidents through to resolution. Provides service reporting, integrity management and reviews of this service Manages Serious Incidents I S S S R, S A Is the primary custodian of the end to end service and its performance. I, A R, S S S S I R, S S I I S A Monthly reporting based on figures collected from CASD and the Enterprise File System Facilitate a solution that provides File Service availability. This includes the provision of process such as change management to protect service integrity. R, S S S S S A Facilitates service restoration during significant incidents Page 18 of 22 16/03/2011
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Enterprise File Service - Service Targets The service targets described here relate to the File Service only, installed and managed as a hosting service Tier 1 product. All File Service targets are managed through the standard priority targets within the Service Centre. Service Availability target Category Availability Tier 1 Measures 99.5% availability over a calendar month (3.25hrs unplanned outage) excluding any planned and pre-agreed outages. Incident Management All support and Requests for Service are channeled through the Service Centre. The Service Centre will provide 1 st level support and facilitate and coordinate 2 nd level technical/functional support. The WinAD team is responsible for managing 3 rd escalation and resolution. The following priority codes are used when a call is logged with the Service Centre. Support Service Levels Priority Code Description Response Time The time between logging the incident and start working on a solution. Resolution Time The time in which a solution to an incident must be implemented 1 Priority 1 - A major production outage, performance degradation, or instability causing significant impact to the University community or associated Workgroups. 2 Priority 2 - A large number of staff or students are impacted. Entire office, department or school is experiencing similar problems. Small number of staff or students cannot utilise mission critical applications 3 Priority 3 Staff or student unable to access or recall individual files that impacts their ability to function as required The call is logged and escalated immediately to the WinAD manager and Incident manager The call is logged and escalated immediately to the appropriate resolver group and incident manager Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround. Within 4 standard support hours from initial logging of the incident or request Within 8 standard support hours from initial logging of the incident or request Within 16 standard support hours from initial logging of the incident or request Page 20 of 22 16/03/2011
4 Priority 4 - Individual request or incident that does not impact staff or student ability to function as required. i.e. minor configuration changes Service Centre may provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround. Within 40 standard support hours from initial logging of the incident or request Service Targets VIP users VIP VIP s are recognised as important to the day to day running of the university and as such they receive a higher level of service with regards to response to and restoration of incidents across all services. Examples/exceptions include Financial implication on an individual or University if the issue is not resolved quickly Embarrassment caused to university or its representatives Priority Code Description Response Time The time between logging the incident and start working on a solution. Target restoration time The time in which a solution to an incident must be implemented VIP Financial implication if the issue is not resolved as soon as possible UNSW s corporate or individual reputation negatively affected. Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround. Within 8 standard support hours from initial logging of the incident or request Page 21 of 22 16/03/2011
Enterprise File Service Reporting and Charging Reporting Reports Included Report Frequency Reports Generated For Charging Model Frequency Service Pricing Yes Monthly IT Directors and Managers, Infrastructure and Technical support team leader Charging There is no charge for this service. N/A There is no charge for this service. Page 22 of 22 16/03/2011