data center services best practices.doc

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Data Center Services

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TABLE OF CONTENTS

Data Center Services................................................................................................3

Best Practices for Data Center Services.............................................................................3

Data Center Service Levels...............................................................................................20

Data Center Services Pricing.............................................................................................24

Data Center ServicesThe National Oceanic and Atmospheric Administration (NOAA) Data Center environment includes the administration and management of servers and storage such as: Mainframe, Unix-based, Windows-based systems and associated data storage and backup services and supporting systems software (e.g., operating systems, utilities, schedulers) from a centralized location. These environments support NOAA’s business applications/databases, file/print services, e-mail (including Blackberry) services, and other NOAA-specific infrastructure-related functions.

Data Center Services include the following:

Business Continuity and Disaster Recovery: Process of planning and managing organizational preparation for future incidents that could jeopardize the organization’s core mission and long-term health.

Configuration Management: Process of managing change controls placed on hardware, software, documentation, testing and test documentation during the development and operational life of a system.

Database Management: Process of managing database systems to ensure optimal delivery for all aspects of the organizational data infrastructure.

Facilities Management: Process of managing data center facilities to ensure efficient operations, flexibility and scalability. Key management parameters include site location, building selection, floor layout, electrical system design, mechanical design and modularity.

Monitoring: Process of proactively managing and monitoring operational systems to identify underperforming systems and other incidents which affect IT service delivery.

Performance Management: Process of managing IT infrastructure and operations (network performance) as an integrated part of business-relevant performance metrics.

Task Management – Output Management: Process of managing middleware that drives the output process and supports the automated creation and delivery of business process and ad hoc documents.

Task Management – Job Scheduling: Process of managing enterprise software applications that execute unattended background activities through a single point of control overseeing integration of real-time activities with background processing requirements.

Best Practices for Data Center ServicesBusiness Continuity and Disaster Recovery

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Account for changing business environment, results of continuous service testing and best practices when conducting maintenance activities

Align IT and the business on a business continuity strategy and the process to follow in case of a disaster

Backward integrate tools from Application Service Providers (ASP) and Internet Service Providers (ISP) for recovery purposes

Base the escalation process on a classification of availability incidents

Calculate cost of down time

Carry out business impact analysis to identify risks based on threats and vulnerabilities

Categorize, estimate and project workload (management by formula)

Classify all incidents that are considered under the business continuity plan and communicate resolution for each to all involved parties

Conduct automated data collection for analysis and planning from existing enterprise tools such as network monitoring, workload and performance tools, and incident tracking systems

Conduct global testing and feed test results back as part of the maintenance process

Conduct risk assessment and business impact analysis

Consider recovery options for people, systems, networks, critical services and critical assets

Contract stand-by arrangements for IT service continuity needs from vendors and major suppliers, and take into account changing business needs

Correlate IT recovery time objective (RTO) measures with lines of business (LOB) key performance indicators (KPI)

Create a required response team that is responsible for the completeness of the IT contingency plans (i.e., an executive team, a coordination team and a recovery team)

Analyze and document current workloads and infrastructure capacities

Define and document processes including the operating assumptions

Define Business Continuity Plan (BCP) guiding principles

Define corporate risk policies and attitudes

Define mission, objectives and scope of the Business Continuity Plan (BCP) process

Define project organization and management/control structure as part of the Business Continuity/Disaster Recovery Plan for both normal and invocation operations

Educate and make the organization aware of the Business Continuity and Disaster Recovery Plan and procedures

Ensure accurate and timely Business Continuity Plan reflects real-time integration with Capacity Planning, Security Management and Change Management

Establish clear accountability and track / trend compliance

Establish continuity patterns for the organization

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Establish procedures for building and maintaining the Emergency Response Plan, Damage Assessment Plan, Salvage Plan, Vital Records Plan, Crisis Management Plan and Public Relations Plan as part of the Business Continuity process

Execute combined business impact analysis (BIA) and risks assessment rankings to identify key focus areas for BCP

Execute continuous audit and proactive management of the BCP/DRP plan

Focus recovery efforts on the business function

Fully document the Business Continuity Management process, create work flows and implement across the enterprise

Fund and resource the development / implementation of a BCP

Identify and continuously monitor critical infrastructure components

Identify and eliminate single-source points of failure (single power source, single communication source)

Identify and implement technology and/or task hand-off points/relationships for all service management processes

Identify and test the communications required to inform stakeholders and media in the event of disaster

Identify, capture and report metrics across all dimensions (e.g., efficiency, effectiveness, risk)

Implement and optimize risk reduction measures to minimize risks to the continuity of IT services

Implement procedures to identify external influences that impact the BCP/DRP process

Include business and IT service continuity requirements in the BCP (office space, telephone and communications access, paper files and records)

Include BC and DR as part of the Change Management process to ensure that any changes in the infrastructure are reflected in the contingency arrangement provided by IT or third-party suppliers

Include details of activities to be undertaken when invocation is authorized under the BC/DR Plan

Install a no-break power system and regularly test

Include sufficient details in the BC/DR to enable a technical person not familiar with the IT service or system to successfully follow the procedures

Integrate various management structures into the roles for BC, enabling appropriate coverage and visibility and these resemble the structure that controls and facilitates continuity/recovery

Integrate, align and routinely maintain the IT service continuity plan and BCP

Integrate with Configuration, Asset, Change, Security, Problem, Budget, Contract and Contractor Management processes to produce or receive the following:

Approved Changes

IT Finance Management

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Incident Management

Problem Management

Business Continuity Impact Report

Configuration Reports

Configuration Verification and Audit Results

Contract Plan

Contractor Plans

Contractual Impact To Business Continuity

Draft Business Continuity Plan

Final Business Continuity Plan

Problem Incident Reports

Required Changes

Upgraded Configuration Report

Maintain a checklist to cover specific actions required during all stages of recovery activities

Maintain a list of key contacts, suppliers and resources

Make BC/DR plans available both in the office and at home and issue to key members of the crisis management team a short process aid, which they must keep with them at all times

Make information relating to various databases and supporting documentation readily available to the stakeholders

Make operational and manage appropriate stand-by arrangements for all high-availability components.

Measure BCM process efficiency and effectiveness

Optimize cost justifiable countermeasures/risk mitigation strategies

Optimize costs through innovation and integration for continuity of IT services

Optimize, fully understand and regularly test invocation policies and procedures

Perform regular availability requirements analysis

Prepare and present cost/benefit analysis of various business continuity strategies

Proactively detect and address potential availability risks

Proactively manage single points of failure and provide organizational support for their remedy

Document and implement procedures for distribution of plans to ensure that copies are available to key staff members at all times and that the latest version is in circulation

Provide formal training for continuous service processes

Rigorously maintain an inventory of critical systems and components

Schedule point-in-time (event driven) audits and tests of the BCP plan

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Specify and quantify the business costs of interrupted service

Take action on and incorporate the lessons learned from actual downtime incidents and test executions of the contingency plan

Understand potential impacts to business processes at a granular level resulting from system unavailability (i.e., metrics and reporting support)

Update the plan at least bi-annually

Use a skill matrix to plan shift changes and handover to ensure that available facilities function in an optimal level

Use a test lab infrastructure to enable a high-degree of scenario planning and statistical analysis

Use Service level agreements to raise awareness and increase co-operation with suppliers for continuity needs

Configuration Management

Align configuration data with vendor catalogues

Align vendor catalogues and configuration

Audit Configuration Management activities against the Configuration Management plans

Conduct audits before and after major IT changes, following recovery from disasters, at random intervals or in response to detection of unauthorized configuration items (CI)

Conduct regular audits to ensure only authorized CIs exist

Define configuration baselines and identify the minimum standard components and integration requirements, consistency and integration criteria

Ensure Configuration Management Plan covers the next 3 to 6 months in detail and outlines the following 12 months.

Ensure Configuration Management Plan includes details about the configuration management database (CMDB) and its relationships with other processes and third parties

Create a Configuration Management Plan that includes strategy, policy, scope and objectives

Consistently apply exception analysis, as well as physical verifications, and investigate root causes

Define a release management policy and deploy a system to enforce it

Define and document processes and operating assumptions

Define and implement a consistent process for documenting CIs across all technologies

Define and maintain configuration baselines that identify the minimum standard components and integration requirements, consistency and integration criteria

Define Enterprise Configuration Management guiding principles

Define Mission, Objectives and Scope (Charter) of the Configuration Management processes

Document, standardize and communicate procedures and working practices

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Ensure procedures cover housekeeping, license management, and archiving and retention periods for CIs

Establish accountable parties / owners for all configuration elements with clear responsibility for maintaining the inventory and controlling change

Establish an appropriate software library structure, addressing the needs of development, testing and production environments

Establish ‘zero tolerance’ for illegal software

Formally define the configuration process including the following:

Planning

Identification

Control

Tracking

Status accounting

Verification of CIs

Hold all details and relationship information about CIs in a single database which is not duplicated and is in a controlled environment

Identify key contacts, suppliers and resources

Implement an automatic distribution and upgrade process

Implement automated processes to load and update the CMDB where possible to reduce errors and costs

Maintain a single logical file store in a Definitive Software Library (DSL) for developed and purchased software

Maintain and make accessible configuration information based on up-to-date inventories and a comprehensive naming convention

Make available an automatic configuration detection and checking mechanism

Manage all infrastructure components within the configuration management system, which contains all necessary information about components and their interrelationships

Conduct management forecasts for repairs and upgrades that utilize analysis reports providing scheduled upgrades and technology refreshment capabilities

Obtain customer satisfaction feedback for each major configuration

Provide management with information concerning the achievement of targets and objectives set for Configuration Management and non-conformance to standards

Publish policy document to all department which contains at least the following key elements:

Scope

Definition

Roles and responsibilities

Lead times

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Exception processing

Principles

Documentation

CI storage information

Review the Configuration Management Plan at least twice a year

Segregate record keeping and physical custody duties

Database Management

Consistently use metrics and trending analysis for process improvement feedback

Coordinate DB Management and the business on metrics (e.g., business unit growth to table size growth)

Coordinate technical design reviews as a prerequisite to any database changes that require modifications to Data Definition Language (DDL) or a Database Definition Modification (DBD Generation); involve representatives for Database Support, Application, Operations, and Architecture (Technical Services) during the design phase, not just on the Change Control Board

Define and document processes

Define and implement a process to manage coordination between database and application code changes

Define and report expense of each database object with variance analysis and year to year improvement

Define baselines and thresholds and enable a dynamic (i.e., real-time) reporting model

Enable procedures that support a rapid and efficient planning, approval and initiation process covering identification, categorization, impact assessment and prioritization

Identify, capture, and report metrics across all dimensions (e.g., efficiency, effectiveness, risk)

Implement an independent process for verification of the success or failure of database change

Make available complete and up-to-date application and configuration documentation

Publish policy and profile documents to all departments, containing at least the following key elements:

Definition, players, timing, lead times, exception processing, and risk assessment procedure

Defined mission, objectives and scope of the Database Management process

List of key database vendors/suppliers, contacts, and resources

Enterprise database guiding principles

All Database Management policies

Relate metrics to service-level agreements (SLAs) with appropriate reporting mechanisms

Understand and define business needs with regards to runtime, response time, etc.

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Facilities Management

Align facilities strategy and standards with IT services availability targets and information security policies, and integrate with business continuity planning and crisis management

Conduct analysis at an enterprise level to determine facilities more suited to accept various types of new workload

Conduct routine analysis of problems:

Hot spot analysis

Surge analysis

Define a strategy and standards for all facilities, covering site selection, construction, guarding, personnel safety, mechanical and electrical systems, fire, lightning and flooding protection

Define and document facilities processes and operating assumptions

Define concise and up-to-date detection, inspection and escalation procedures and support through a training program

Define Facilities Management guiding principles

Define Facilities Management policies

Design the operational environment to support the following characteristics:

Continuous Access (24x7x365)

Dual power source equipment

Modularity and flexibility of base facility

Develop and maintain a long-term plan for the facilities required to support the organization’s computing environment

Develop plans for the entire organization, conduct regular and integrated testing and incorporate lessons learned into plan revisions

Document environmental and physical security requirements, and strictly control and monitor access

Document Facilities Management processes and workflows for the enterprise

Enforce preventive maintenance programs, including a strict adherence to schedules and regular tests for sensitive equipment.

Enforce strict adherence to preventive maintenance schedules and strict discipline in the housekeeping of facilities

Establish facility standards for IT use

Establish good relationships and information exchanges with law enforcement, fire and other local authorities

Implement and track a formal facilities and space forecasting sub-process with quarterly reviews based on changing priorities

Implement consistent processes for Facilities Management across all LOBs, technologies and locations

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Include retrofit of business area planning efforts (e.g., business-owned resources) as part of plan formulation

Integrate IT Facilities management tightly with corporate facilities management

Integrate physical security as part of facilities management planning

Locate primary single-story facilities in suburban locations

Mandate formal and required participation for all facility management process participants (including IT, facilities teams and business side)

Monitor and base physical access need-to-be and zoning principles, with identification authorization and exception procedures where needed

Monitor facilities using automated systems with clear tolerances and audit logs, closed-circuit television (CCTV) and intrusion detection systems where necessary, as well as through physical inspections and audits

Offer new options for provisioning of Facilities and Floor Space (e.g., on demand) to customers

Organizational structure and budget allocations evidence focus on maintaining a controlled computing environment

Plan, design and maintain data facilities to achieve the following performance and availability goals:

Facility redundancy

No single points of failure

Continuous maintenance/upgrade

Publish a policy document to all departments, containing at least the following key elements:

Scope, definition, players, timing, lead times, principles, and facilities plan/re-plan approach/methodology

Defined mission, objectives and scope of the Facilities Management process

List of key contacts, suppliers and resources

Routinely benchmark individual facilities against other sites

Support an “unmanned” monitoring and control environment for equipment rooms through specialized equipment

Monitoring

Conduct audits before and after major IT changes, following recovery from disasters, and at random intervals.

Conduct audits to ensure only authorized monitoring tools exist


Define and implement Infrastructure and Applications Monitoring architecture and strategy

Define and use anticipated and analyzed event correlation documents

Formalize training tools and process plans for all the people responsible for this process

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Identify and implement technology and/or task hand-off points/relationships for all service management processes.

Identify Infrastructure and Applications Monitoring Process definition and flow

Integrate process to process integration (including data-level integration) with all service management processes including formal integration with the following:

Storage Management

IT Finance Management

Service Request Management

Release Management

Asset Management

Ensure a comprehensive skills matrix is in place and kept up to date

Publish a policy document to all departments containing at least the following key elements:

Scope, definition, roles and responsibilities, lead times, exception processing, principles, documentation and monitoring information storage

Mission, objectives and scope of the infrastructure and applications monitoring process


Enterprise Infrastructure and Applications Monitoring Guiding Principles

All Infrastructure and Applications Monitoring Policies

Review and update job descriptions annually for all the people responsible for this process

Standardize process for documenting Infrastructure and Applications Monitoring items across all technologies

Use automated forensic filtering

Use automation to monitor Infrastructure and Application items

Use consolidated Infrastructure and Applications Monitoring and Configuration Management Repositories across the entire infrastructure

Performance Management

Address performance issues at all appropriate stages in the system acquisition and deployment methodology

Agree to performance, reliability and maintainability targets for the IT infrastructure components that underpin the IT services

Agree to, measure and monitor required levels of performance to fully support Service-Level Management

Align performance plan with the capacity plan and publish with the capacity and business budgeting cycle

Apply Performance Management to internal and external suppliers that form the IT support organization

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Business relationship management (BRM) and performance management process owners work closely to establish and communicate performance thresholds and expectations.

Capture consistent and repeatable metrics

Carryout planned maintenance activities (e.g., preventative maintenance) to avoid failures, software/hardware upgrades to provide new functionality or additional capacity

Conduct "What if" analysis of higher performance levels in relation to cost

Conduct continuous improvement in performance processes

Conduct predictive performance problem identification

Conduct trend analysis showing imminent performance problems caused by increased business volumes, enable planning and avoidance of unexpected incidents

Customize and base communications for each audience on rich metrics not just events


Define and standardize procedures for incidents caused by capacity and performance failures

Define and understand the performance implications of IT service requirements for all critical business processes

Define policy-based objectives

Deploy performance technique details to provide additional infrastructure resilience to prevent or minimize the impact of component failure to the IT service

Develop and review a forward-looking schedule for the planned Service Outage Analysis (SOA) assignments

Document and demonstrate current service capability to users who request new and improved availability levels

Exchange information with Capacity Management to ensure that the performance plan takes into account trends in system usage

Exchange information with the service desk concerning end-user complaints or poor IT service performance

Identify defined roles at all levels with a process to update roles as organizational change occurs

Include performance requirements in all IT development and maintenance projects

Integrate with capacity planning management and production acceptance processes to produce or use the following:

Capacity Refinement

Capacity Report

Performance Results

Integrate with performance, problem, change and service request management processes to produce or use the following:

Change Management

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Incident/Problem Management

Configuration Management

Capacity Management

Monitoring

Business Continuity Management

Issue formal Requests for Change (RFC) to request service performance improvement measures

Make available performance, backup and recovery design criteria for each new or enhanced IT service

Map business systems to performance patterns:

Sub-second transaction response time

Collaborative

Decision support

Remote user

Batch

Perform dynamic (self-analyzing) tuning by application and cross-environments

Performance plan covers a period of 1 to 2 years with a more detailed view and information for the first six months.

Provide an end-to-end IT service delivery and end-user perspective

Provide real-time reporting primarily through the web portals or other forms of electronic viewing

Publish a policy document to all departments containing the following key elements:

Scope, definition, roles and responsibilities, lead times, exception processing, principles, and documentation

Mission, objectives and scope of the Performance Management process


Performance Management guiding principles

All Performance Management policies

Review performance plan regularly with minor revisions every quarter and major revisions made every half year

Review performance, backup and recovery designs to provide additional resilience to prevent or minimize the impact on the business

Review technology infrastructure on a regular basis to take advantage of cost/performance ratios and enable the acquisition of resources providing maximum performance capability at the lowest price

Subject all IT components to a planned maintenance strategy to manage planned downtime

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Synchronize performance plans with the business forecasts and the operational plans and objectives

Train personnel to define threshold rules of thumb (ROT) for optimal performance

Translate business and user requirements of IT service performance into quantifiable performance terms and conditions to ensure that optimal usage and performance of IT infrastructure is achieved to deliver maximum benefit

Use a consistent Performance Management process to manage and maintain end-to-end performance for all workloads and environments

Use real-time IT performance metrics (balanced scorecards etc.) by BRM to gain end-user credibility

Task Management: Output Management

Conduct continuous review of output management deliverables to determine possible cost and/or media savings

Conduct planning on a quarterly basis (digital planning) and use scenarios, value cases, and ROI models

Define and document Output Process and operating assumptions

Establish and formalize central ownership and accountability for the IT Output Management Process

Formalize output management process participants (including IT, Output teams and business side)

Identify and define roles at all levels including a process to update roles as organizational change occurs

Identify and implement technology and/or task hand-off points

Identify Output Management process definition and flow

Integrate process (including data-level integration) with other operational (or business) processes

Make the operational process consistent for Output Management across all LOBs, technologies and locations

Offer new options for provisioning of Output Management (e.g., on demand) to customers

Publish policy document published to all departments., containing at least the following key elements:

Scope, definition, players, timing, lead times, principles, and Output plan/re-plan approach/methodology

Defined mission, objectives and scope of the Output Management process


Output Management guiding principles

All Output Management policies

Ensure responsible personnel for this process are capable of participating in the following activities:

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Output evaluation (media and production)

Mailing integration

Bundling and Distribution

Supply Management

Review Output Management plans semi-annually and published a new plan to executive management and customers

Update Output Management forecast and obtain validation from the business/IT areas on a quarterly basis

Utilize a proactive forecast process for determining Output media requirements

Task Management: Job Scheduling

Analyze all problems and failures of the process to identify the root cause, and improve the process performance

Analyze all equipment jointly with the vendor for age and malfunction symptoms to make operational a preventative maintenance approach

Assigned resources responsible for this process are capable of participating in the following activities:

Output evaluation (media and production)

Mailing integration

Bundling and Distribution

Supply Management

Assigned resources responsible for this process have an Output Management background providing them with the expertise in:

Mailing integration technologies

Operating Distribution Software

Automate to a high degree operational tasks

Conduct formalized and ongoing training as part of career development and process improvement

Conduct retrofit of business area planning efforts (e.g., business-owned resources) as part of plan formulation

Confine input and output handling to the identified users

Control processes support an efficient approval of changes to job schedules

Define a formal Job Scheduling process including categorization, prioritization, emergency procedures, change authorization, and release management

Define and assign computer operations and support responsibilities


Define and enforce service support agreements with vendors

Define and implement job descriptions for:

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Scheduling Coordinator

Workload Analyst

Define and make operational a process to manage co-ordination between scheduling and monitoring processes

Define and make operational strict acceptance procedures for new job schedules, including documentation delivery

Define operations instructions according to agreed upon standards that include clear cut-off and restart points

Document and communicate schedules and tasks both internally to the IT function and to the business client

Establish and monitor formal maintenance and service agreements with vendors

Evaluate and optimize workload balancing options across all platforms on a consistent basis

Execute regular reviews of actual vs. scheduled run times (not just for crisis situations)

Formalize output management process participants (including IT, Output teams and business side)

Identify all regularly submitted critical jobs in a production schedule

Identify and implement technology and/or task hand-off points

Identify, define and document roles for the process at all levels including a process to update roles as organizational change occurs

Implement and make operations a single internal report bundling software solution across platforms

Implement and track a formal Output forecasting sub-process with quarterly reviews based on changing priorities

Implement rationalization and standardization of systems management tools

Integrate job scheduling processes at an Enterprise level with processes listed in Levels 3 and 4

Integrate job scheduling processes at the operating platform level with:

Performance Management

Capacity Management

Service-level Management (SLM)

Production Control

Production Acceptance

Monitoring

Problem and Incident Management

Business continuity

BRM and SLM for reporting

Integrate Output Management process with business planning process

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Integrate Output Management with change management and service request management

Integrate process (including data-level integration) with other operational (or business) processes

Make available complete and up-to-date application and configuration documentation

Make operational a consistent process for Output Management across all LOBs, technologies and locations

Make operational a rapid and efficient planning, approval, and initiation process for job schedule updates

Make operational preventive maintenance schemes

Make process consistent across all known platforms with all exceptions handled via a documented exception process including appropriate process review to identify root cause

Offer new options for provisioning of Output Management (e.g., on demand) to customers

Publish policy and profile documents to all departments, containing at least the following key elements:

Definition, players, timing, lead times, exception processing, and risk assessment procedure

Mission, objectives, and scope of the Output Management and Job Scheduling process


Output Management and Job Scheduling guiding principles

Job Scheduling and Output Management Process policies

Record and report events and completed task results to management

Re-engineer operational processes to work effectively with automated tools

Resource expert-level scheduling co-coordinators and workload analysts well versed in the selected automated scheduling products and workload simulation tools at the enterprise level

Resource Job Scheduling process participants (schedulers and workload analysts) on each platform based on full-time equivalent (FTE) resource requirements

Review and update Job Scheduling Process on a regular basis to keep in line with best practices

Review Output Management plans semi-annually and publish new plan to executive management and customers

Schedule all production jobs in accordance with the defined process

Standardize each platform around the same basic set of scheduling processes to enable a higher degree of schedule integration

Submit special request or no fixed scheduling criteria jobs through production control either via user's request or by the users themselves

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Support operations with resource budgets for capital expenditures and human resources

Understand and document the business needs with regards to runtime

Update the forecast process and validate with the business areas on a quarterly basis

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Data Center Service LevelsThe following chart depicts the level of service provided for Data Center Services. These service-level targets are the basis for negotiated service-level agreements (SLAs) with the business units.

Table 1. System Availability

Service Level Description Objective Target Metric

Mainframe OS and Subsystems

Per System Availability Sun.–Sat., 0000–2400 99.99%

Unix Production Servers Per Server Availability Sun.–Sat., 0000–2400 99.99%

AS/400 Production Servers Per Server Availability Sun.–Sat., 0000–2400 99.99%

Windows Production Servers (Critical)

Per Server Availability Sun.–Sat., 0000–2400 99.99%

Windows Production Servers (Non-critical)

Per Server Availability Mon.–Fri., 0400–1900 99.5%

QA/Test Systems and Servers Per Server Availability Mon.–Sat., 0400–1900 99.5%

Development Servers Per Server Availability Mon.–Sat., 0400–1900 99.5%

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Table 2. Batch Processing


Scheduled Production Batch Per Scheduled Time Complete core jobs per approved schedule 99.50%

Demand Production Batch Response Time 20 minutes to initiation from receipt of request 95%

Set up or modify job scheduler definition and dependencies

Response Time Next Business Day (all daily requests) 98%

One-time schedule change for existing scheduled jobs

Response Time 2 hours (all daily requests) 98%

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Table 3. General Administrative Functions


Set Up/Modify End-User ID or Authorization changes.

Response Time:

1–5 User IDs

6–10 User IDs

>10 User IDs

Objective:

2 Business Days 3 Business Days Per agreed-on time

95%

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Table 4. System Administration


Advise need to allocate additional processing resources based on pre-defined parameters and observed growth patterns

Proactive monitoring and reporting of need to increase capacity

Sustained average daily CPU utilization approaches 70% of installed processor capacity—Inform within 1 Business Day

99%

On-Demand CPU Processing capability change requests

Elapsed TimeIncreases/decreases of 20% of baseline CPU processing capability within 2 days

99%

Advise need to allocate additional storage resources based on pre-defined parameters and observed growth patterns

Proactive monitoring and reporting of need to increase capacity

Total monthly storage capacity utilization measured in GBs used approaches 80% of installed capacity—Inform within 1 Business Day

99%

On-Demand disk storage capacity change requests

Elapsed Time

Increases/decreases of 10% of installed storage capacity within 7 Business Days of request/approval

If owns the assets, then metric is within 7 Business Days of delivery of equipment to data center

99%

System security requests (RACF, ACF2)

Response Time Next Business Day 99%

Deploy service/security patches/antivirus updates necessary to fix/repair environment vulnerabilities

Response TimeSame Business Day as signoff, subject to agreed-upon Change Management procedures

99%

Restore of production datasets from on-site backups (non-DR)

Time to initiate restore Initiated within 20 minutes of request 95%

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Table 5. Server Software and System Refresh


Notification of vendor Software upgrades and new releases

Response Time Within 30 days after Software vendor announcement 95%

Completion of implementation of service packs and updates to “dot” releases

Response TimeWithin 60 days following approval, or as otherwise mutually agreed

95%

Completion of implementation of version or major release updates

Response TimeWithin 120 days after approval, or as otherwise mutually agreed

95%

Refresh for midrange servers (Windows)

Response TimePopulation age greater than 3 years old based on business unit approval

95%

Individual patches and requisite patches per database

Elapsed TimeSame Business Day as signoff, completed within Availability SLRs

95%

Table 6. Restore


Restore Requests for production data

Response Time

Data 1 week old or less

Commence restore within 3 hours from request (assumes data are being restored from copies of on-site backups)

100%

Restore Requests for recovery of test data or data volume backups

Response TimeData 1 week old or less

Commence restore within 8 hours from request (assumes data are being restored from copies of on-site backups)

100%

Restore Requests for recovery of data or data volume backups

>1 week old Commence restore within 3 Business Days 100%

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Data Center Services PricingThe following table describes the Data Center Services and the pricing for customary and premium services. Pricing for premium services will be on a case-by-case basis, based on business unit needs.

Table 7. Mainframe

Customary Mainframe Service Pricing

Service Description Monthly Price Comment

Disaster Recovery Services Regaining access to data, hardware and software necessary to resume, at a minimum, critical business operations

Fixed Monthly Charge

Mainframe CPU – MVS (z/OS) Maintaining operations in accordance with defined service level

Per installed MIP

Mainframe CPU – TPF Maintaining operations in accordance with defined service level

Per installed MIP

SAN Storage Maintaining operations of remote storage devices in accordance with defined service level

Per allocated terabyte

Tape Backup Maintaining backup operations in accordance with defined service level

Physical mounts


Per tape

Table 8. Midrange

Customary Midrange Service Pricing


Disaster Recovery Services Regaining access to data, hardware and software necessary to resume, at a minimum, critical business operations

Fixed Monthly Charge

Solaris Servers Maintaining operations in accordance with defined service level

Price per Server

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Customary Midrange Service Pricing


AIX Servers Maintaining operations in accordance with defined service level

Price per Server

WINTEL Servers Maintaining operations in accordance with defined service level

Price per Server

VMWare Maintaining operations in accordance with defined service level

Price per Virtual Host

AS400 Maintaining operations in accordance with defined service level

Price per Server

SAN Storage Maintaining operations of remote storage devices in accordance with defined service level

Per Allocated Terabyte


Physical Mounts


Per Tape

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Technology