2._Artifact_9_Service_Requirements_Matrix.xlsx
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- 0000000576
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- Sacramento County, California
About this file
This is a Service Requirements Matrix created by Forrester Research for CalSTRS that details various IT service categories and requirements. The matrix covers 12 major service families including Application Services, Asset Management Services, Business Continuity Services, Consulting Services, End User Computing Services, Enterprise Architecture Services, Governance Services, Information Management Services, Infrastructure Hosting Services, Operational Services, Security Services, and SAP Basis Services. Each service category contains detailed service activities that are marked as Mandatory (M), Desirable (D), or Not Required (N), with vendors expected to respond whether services are included in Fixed Cost (F), Variable Cost (V), or Not Included (NI) in scope.
The matrix appears to be part of a larger IT services procurement, with particular emphasis on SAP systems including modules for General Ledger, Accounts Payable, Funds Management, Fixed Assets, Bank Accounting, Controlling, Public Sector Collections, Cash Management, and various other SAP-based functionalities. Notable requirements include application development, database management, business continuity services, security services, and extensive SAP Basis support. Several services are explicitly noted as being performed by CalSTRS internal teams, including acceptance testing, batch job scheduling, and identity management.
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Instructions & TOC
| Forrester Research, Inc. |
| Artifact 9: Service Requirements Matrix |
| Created for: CalSTRS |
Instructions: Please review each tab and provide input for each line provided. Columns D and E reference CalSTRS' input (M=service is mandatory, D=service is desired, N= service is not required).
Please respond only in tabs F and G. Use Column F to designate each service as F=included in fixed cost, V=included in variable cost, or NI=not included in scope. Use Column G to add comments, as necessary.
| TABLE OF CONTENTS |
| This service catalog includes a list of application management services that are in consideration for this engagement and the definitions of the service activities associated with them. The service families are structured as follows: |
| Application services |
| Asset management services |
| Business continuity services |
| Consulting services |
| End user computing services |
| Enterprise architecture services |
| Governance services |
| Information management services |
| Infrastructure hosting services |
| Operational services |
| Security services |
| SAP Basis services |
© 2016 Forrester Research, Inc. All rights reserved. Unauthorized reproduction is strictly prohibited. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. Forrester®, Technographics®, Forrester Wave, RoleView, TechRadar, and Total Economic Impact are trademarks of Forrester Research, Inc. All other trademarks are the property of their respective companies. For additional information, go to www.forrester.com.
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Application services
| Forrester Research, Inc. |
| Artifact 9: Service Requirements Matrix |
| Created for: CalSTRS |
Instructions: Please review each tab and provide input for each line provided. Respond only in columns F and G. M = service is mandatory D = service is desirable N = service is not required F = included in fixed cost V = included in variable cost NI = not included in scope
| Vendor response | ||||||
| SERVICE FAMILY OF APPLICATION SERVICES | Response required? | Comment | Included in scope? | Comment | ||
| Sample services | Service activity | Definition | M/D/N | F/V/NI | ||
| Application development service | Defining and refining scope and objectives | Understanding the scope and objectives of applications with ongoing definitions and scoping | M | |||
| Application development service | Current environment analysis | The evaluation of the existing environment to determine requirements and dependencies for developing applications | M | |||
| Application development service | Developing application strategies, architectures, and road maps | The development of application strategies, their related architectures, and the road maps for keeping these applications current and up to date and in line with business needs | M | |||
| Application development service | Requirements definition | Understanding the requirements of an application project | M | |||
| Application development service | Application design | The activities involved in designing an application relative to the scope developed | M | |||
| Application development service | Application construction and integration | The activities associated with the construction and integration of applications into the existing application environment. | M | |||
| Application development service | Application testing | The testing of applications in readiness for release | M | |||
| Application development service | Configuration management | The activities associated with the documentation, management, modification, and controlling of access to system configuration | M | |||
| Application development service | Change management | The activities associated with the management of changes relative to an application and its components | M | |||
| Application development service | Training activities | Coordination of activities related to developing and delivering training to application users | M | |||
| Application development service | Knowledge transfer | Knowledge transfer of application details to other IT teams (service desk, DevOps) | M | |||
| Application development service | Documentation | The activities to list the relative scope of an application for development | M | |||
| Application development service | Acceptance testing | Coordination of the steps performed by application users to allow an application into production | N | BDSS, in collaboration with impacted business areas, performs this task. | ||
| Application hosting and delivery service | Application inventory management | The ongoing management of data around applications in use to support version control and license management |
| Determining the release and versioning plan for an application | M | ||||
| Application hosting and delivery service | Middleware support | The provision of specialist technical support to application development teams | M | ||
| Application hosting and delivery service | Secure file transfer | The maintenance and support of technologies to allow the secure transfer of data between internal and external parties | M | ||
| Application hosting and delivery service | Application deployment | The activities associated with distributing software to hardware servers | D | ||
| Application hosting and delivery service | Systems management | The ongoing activities to support maintenance of applications and associated infrastructure | M | ||
| Application hosting and delivery service | Application delivery | The activities associated with the provisioning and management of technologies used to provide applications to end users (e.g. Citrix) | D | ||
| Application hosting and delivery service | Batch job scheduling | The coordination of batch jobs to support business activities | N | BDSS performs this task | |
| Application support service | Defining application maintenance scope | The activities associated with planning steady state application maintenance activities | M | ||
| Application support service | Release and versioning | The definition of release nomenclature for deployed software and code to support compliance and support activities | M | ||
| Application support service | Preventive maintenance | The definition and execution of proactive activities required to maintain required uptime of applications | M | ||
| Application support service | Optimizing maintenance | The planning and coordination of maintenance activities | M | ||
| Application support service | Technical and end user support | The coordination and delivery of support activities for technical teams and end users | M | ||
| Application support service | Monitoring, reporting, and reviewing current delivery | The ongoing monitoring and preparation of reports on support activities | M | ||
| Application support service | Application portfolio management | The activities associated with managing groups of applications aligned by business area | M | ||
| Application support service | Performing small changes | The design and execution of small modifications to applications | M | ||
| Application support service | Corrective maintenance | The determination and implementation of corrective actions in response to incidents and problems | M | ||
| Application support service | Documentation | The activities required to capture knowledge needed to provide application support | M | ||
| Application support service | Regular maintenance | The activities associated with performing scheduled maintenance to applications and infrastructure | M | ||
| Application transition service | Release planning | The activities involved in resourcing and scheduling releases | M | ||
| Application transition service | Release testing | The activities involved in validating and testing releases ahead of deployment | M | ||
| Application transition service | End user testing | The coordination of testing by end users ahead of deployment of a release | M | ||
| Database service | Database configuration | The activities associated with configuring databases to support applications | M | ||
| Database service | Database performance management | The monitoring and optimization of performance of databases | M | ||
| Database service | Database support (break/fix) | The activities associated with toubleshooting, identifying, and correcting database faults to ensure a stable environment | M | ||
| Database service | Logical design | The development of database logical models and schemas | M | ||
| Database service | Database tuning | The activities associated with optimizing database performance and resource usage (e.g. storage) | M | ||
| Database service | Security management | Managing access and permissions to databases | M | ||
| Database service | Instance Cloning | Duplicating application code and data from production to non-production (test/dev) environments | M | ||
| Database service | Database maintenance | The activities associated with maintaining database platforms to meet required uptime of applications | M | ||
| Database service | Database administration | The activities associated with administrating databases to support dependent applications | D | ||
| Database service | Storage management | The activities associated with maintaining the storage for the database platform | D | ||
| Database service | Database migration | The activities associated with migrating databases to/from database platforms | M |
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Asset management services
| Forrester Research, Inc. |
| Artifact 9: Service Requirements Matrix |
| Created for: CalSTRS |
Instructions: Please review each tab and provide input for each line provided. Respond only in columns F and G. M = service is mandatory D = service is desirable N = service is not required F = included in fixed cost V = included in variable cost NI = not included in scope
| Vendor response | ||||||
| SERVICE FAMILY OF ASSET MANAGEMENT SERVICES | Response required? | Comment | Included in scope? | Comment | ||
| Sample services | Service activities | Definition | M/D/N | F/V/NI | ||
| Hardware management service | Asset reporting | The ad hoc and periodic reporting of asset details | D | |||
| Hardware management service | Financial management | The ongoing recordkeeping of asset cost data | D | |||
| Hardware management service | Asset maintenance | The activities associated with maintaining maintenance, warranty, and lease data for in-scope assets | D | |||
| Hardware management service | Inventory management | The discovery of all in-scope assets that populate asset management systems | N | |||
| Hardware management service | Asset tracking | The ongoing maintenance of asset records; updates based on IMAC activities | N | |||
| Software management service | System imaging | The activities associated with loading software images, configuring user settings, and testing | M | |||
| Software management service | Software packaging | The activities associated with scripting and packaging software products, including testing and certification, in preparation for deployment | M | |||
| Software management service | Software distribution | The ownership and maintenance of electronic software distribution tool for distribution of standard applications | M | |||
| Software management service | Patch management | The activities associated with evaluation, testing, and deployment of software patches | M | |||
| Software management service | License management | The life-cycle management of software licenses for custom and off-the-shelf software | M | |||
| Software management service | Build maintenance | The activities associated with defining, creating, testing, and periodically updating of build images | M | |||
| Software management service | Anti-virus software updates | The oversight and management of the standard anti-virus application, including management and deployment of client updates from the software vendor | D |
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Business continuity services
| Forrester Research, Inc. |
| Artifact 9: Service Requirements Matrix |
| Created for: CalSTRS |
Instructions: Please review each tab and provide input for each line provided. Respond only in columns F and G. M = service is mandatory D = service is desirable N = service is not required F = included in fixed cost V = included in variable cost NI = not included in scope
| Vendor response | ||||||
| SERVICE FAMILY OF BUSINESS CONTINUITY SERVICES | Response required? | Comment | Included in scope? | Comment | ||
| Sample services | Service activities | Definition | M/D/N | F/V/NI | ||
| Backup systems service | Capacity monitoring | The activities associated with managing capacity of backup systems | M | |||
| Backup systems service | Performance monitoring | The activities associated with managing performance of backup systems | D | |||
| Backup systems service | Backups and restores of open system servers and the NAS | The activities associated with performing backups and restores of open system servers and the NAS | D | |||
| Backup systems service | Backups of open system servers (virtual machines) | The activities associated with performing backups of open system servers (virtual machines) | D | |||
| Backup systems service | Code and OS patch management for backup and storage systems | The activities associated with the management of code and OS patch management for backup and storage systems. | D | |||
| Business continuity exercising service | Restore services | The activities associated with implementing restore services for business users | M | |||
| Business continuity exercising service | Business resumption | The activities associated with restoring the interrupted operations of a firm in the immediate aftermath of an accident, disaster, or emergency | M | |||
| Disaster recovery planning service | Disaster recovery | The activities associated with the development, management, and maintenance of the disaster recovery life cycle | M |
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Consulting services
| Forrester Research, Inc. |
| Artifact 9: Service Requirements Matrix |
| Created for: CalSTRS |
Instructions: Please review each tab and provide input for each line provided. Respond only in columns F and G. M = service is mandatory D = service is desirable N = service is not required F = included in fixed cost V = included in variable cost NI = not included in scope
| Vendor response | ||||||
| SERVICE FAMILY OF CONSULTING SERVICES | Response required? | Comment | Included in scope? | Comment | ||
| Sample services | Service activities | Definition | M/D/N | F/V/NI | ||
| Business consulting service | Process consulting services | The activities associated with the design and implementation of supporting process | M | |||
| Business consulting service | Policy management | The activities associated with developing policies to support business activities | D | |||
| Business consulting service | Communication | The activities associated with providing effective communications in relation to IT | M | |||
| Business consulting service | Knowledge base | The activities associated with developing and maintaining effective knowledge management | M | |||
| Business consulting service | Technology acquisition | The activities associated with purchasing new technology systems to support business activities | M | |||
| Business relationship service | Business relationship management | The activities associated with managing the liaison between IT and the business to deliver effective IT services | M | |||
| Business relationship service | Requirements gathering | The activities associated with identifying business needs for new or existing IT services | M | |||
| Business relationship service | Business case development | The activities associated with developing business cases for the new or existing IT services | M | |||
| Business relationship service | Design coordination | The activities associated with providing a single point of coordination and control for the design of new IT services | M | |||
| Business relationship service | Demand management | The activities associated with establishing patterns of business activity and adapting IT services to support them | M | |||
| Business relationship service | Service-level reporting | The activities associated with providing reports on service performance and triggering service improvement plans as needed | M |
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End user computing services
| Forrester Research, Inc. |
| Artifact 9: Service Requirements Matrix |
| Created for: CalSTRS |
Instructions: Please review each tab and provide input for each line provided. Respond only in columns F and G. M = service is mandatory D = service is desirable N = service is not required F = included in fixed cost V = included in variable cost NI = not included in scope
| Vendor response | ||||||
| SERVICE FAMILY OF END USER COMPUTING SERVICES | Response required? | Comment | Included in scope? | Comment | ||
| Sample services | Service activities | Definition | M/D/N | F/V/NI | ||
| Access management service | Group membership and distribution list membership | The activities associated with managing and maintaining distribution lists | N | |||
| Access management service | Password reset | The activities associated with providing the ability to reset a user ID password | N | |||
| Access management service | Permissions/rights to data management systems | The activities associated with providing access to database, image directories, and server directories | N | |||
| Access management service | Remote access (VPN/dialup) | The activities associated with providing remote access to corporate IT resources | D | |||
| Customer survey management service | Survey administration | The activities associated with coordinating end user surveys | N | |||
| Customer survey management service | Survey analysis | The activities associated with analyzing customer survey data to determine areas of improvement | N | |||
| Customer survey management service | Survey design | The activities associated with designing a customer survey for soliciting feedback on IT services provided | D | |||
| Desktop platforms service | Security management | The activities associated with managing all aspects of desktop security | N | |||
| Desktop platforms service | Operating system management | The activities associated with configuring, building, and imaging of the operating system | D | |||
| Desktop platforms service | Patching | The activities associated with evaluation, testing, and deployment of patches to desktop platforms | M | |||
| Desktop provisioning service | IMAC service perform | The activities associated with managing IMACs of desktop support | N | |||
| Desktop provisioning service | IMAC service coordination | The activities associated with installation and setup of new hardware | D | |||
| Desktop support service | Hardware break/fix | The activities associated with managing break/fix incidents for hardware | N | |||
| Desktop support service | Software break/fix | The activities associated with managing break/fix incidents for software (custom or enterprise) | M | |||
| Peripheral management service | Printer maintenance | The activities associated with providing printer maintenance | N | |||
| Peripheral management service | Service coordination | The activities associated with providing service maintenance | N | |||
| Peripheral management service | Hardware maintenance — labor and parts | The activities associated with providing hardware maintenance | N | |||
| Peripheral management service | Scanner and copiers | The activities associated with managing all availability aspects of scanners and copiers within the business | N | |||
| Print management service | Printer support (break/fix) | The activities associated with managing break/fix incidents for printers | M | |||
| Print management service | Printer configuration | The activities associated with setting up a printer at a particular location | M | |||
| Procurement service | Order desk | The activities associated with maintaining the product catalog, processing purchase orders, and coordinating with IMAC staff | N | |||
| Procurement service | Order tracking | The activities associated with tracking purchase orders and supplier performance | N | |||
| Procurement service | Order receiving, shipping | The activities associated with performing shipping and receiving functions, managing logistics and warehouse inventory | N | |||
| Remote access service | Remote access configuration and maintenance | The activities associated with the configuration and maintenance of remote access gateways | N | |||
| Remote access service | Remote access support (break/fix) | The activities associated with managing the break/fix support of remote access services | N | |||
| Service desk service | Single point of contact help desk | The activities associated with providing a single contact number (with multiple choices within) for resolving all issues/problems | N | |||
| Service desk service | Level-one support | The first line of service desk support that opens, populates, and monitors tickets; does initial problem determination; and utilizes scripts and database tools to resolve the problem in less than 15 minutes before escalating to level two or another appropriate support group | N | |||
| Service desk service | Service request management | The activities associated with coordinating the fulfillment of IT requests | N | |||
| Service desk service | User ID administration | The activities associated with provisioning of user IDs for access to the corporate network | N | |||
| Service desk service | Level-two support (coordination of level-three support) | The second line of service desk support comprising senior-level technicians who take complex problem determination tickets that could not be resolved at level one and attempt to resolve them over the phone themselves or escalate to appropriate desk side, break/fix, application support, or other appropriate group | M | |||
| Service desk service | End user "how to" support | The activities associated with providing end user advice on "how-to's" | M | |||
| Service desk service | Business application support | The activities associated with providing frontline end user support for business-specific applications | M | Some appplications |
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Enterprise arch. services
| Forrester Research, Inc. |
| Artifact 9: Service Requirements Matrix |
| Created for: CalSTRS |
Instructions: Please review each tab and provide input for each line provided. Respond only in columns F and G. M = service is mandatory D = service is desirable N = service is not required F = included in fixed cost V = included in variable cost NI = not included in scope
| Vendor response | ||||||
| SERVICE FAMILY OF ENTERPRISE ARCHITECTURE SERVICES | Response required? | Comment | Included in scope? | Comment | ||
| Sample services | Service activities | Definition | M/D/N | F/V/NI | ||
| Architecture governance service | Change management | The activities associated with providing oversight on changes to architecture artifacts | M | |||
| Conceptual solution architecture service | Business architecture design | The activities associated with developing business function models | M | |||
| Conceptual solution architecture service | Data architecture design | The activities associated with developing a supporting conceptual data model | M | |||
| Conceptual solution architecture service | Applications architecture design | The activities associated with developing a supporting business application model | M | |||
| Conceptual solution architecture service | Technology architecture design | The activities associated with establishing relationships between technology components, technology platforms, and environments | D | |||
| Logical solution architecture service | Business architecture design | The activities associated with developing business process models | M | |||
| Logical solution architecture service | Data architecture design | The activities associated with developing the logical data model | M | |||
| Logical solution architecture service | Applications architecture design | The activities associated with developing the logical application architecture | M | |||
| Logical solution architecture service | Technology architecture design | The activities associated with developing the network and processing topology | D | |||
| Logical solution architecture service | Use case modeling | The activities associated with developing relevant use cases with actors | M | |||
| Migration planning service | Migration and implementation planning | The activities associated with developing plans to move from current state architecture to future state architecture | M | |||
| Physical solution architecture service | Physical solution design | The activities associated with developing the physical architecture | D |
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Governance services
| Forrester Research, Inc. |
| Artifact 9: Service Requirements Matrix |
| Created for: CalSTRS |
Instructions: Please review each tab and provide input for each line provided. Respond only in columns F and G. M = service is mandatory D = service is desirable N = service is not required F = included in fixed cost V = included in variable cost NI = not included in scope
| Vendor response | ||||||
| SERVICE FAMILY OF GOVERNANCE SERVICES | Response required? | Comment | Included in scope? | Comment | ||
| Sample services | Service activities | Definition | M/D/N | F/V/NI | ||
| Documentation service | Standardization | The activities associated with developing, managing, and coordinating standards for documentation | N | Documentation standards have already been defined. | ||
| Documentation service | Policies | The activities associated with developing, managing, and coordinating policies for document management | N | |||
| Documentation service | Governance | The activities associated with developing, managing, and establishing effective governance of the document management processes, tools, and responsibilities | M | |||
| Financial management service | Financial budgeting | The activities associated with managing and coordinating the budgeting process for a business service | N | |||
| Financial management service | Financial planning | The activities associated with managing and coordinating the planning aspects of a business service; support of investment for IT resources | D | |||
| Financial management service | Financial reporting | The activities associated with providing regular and ad hoc financial reporting | N | Financial reporting is performed by CalSTRS FSB | ||
| Financial management service | Financial ownership of IT hardware assets | The activities associated with managing all IT hardware assets from a financial aspect | D | |||
| Financial management service | Financial ownership of system and IT management tool set | The activities associated with managing the financial aspects of all IT management tools | D | |||
| Financial management service | Financial ownership of IT software assets | The activities associated with managing all IT software assets from a financial aspect | D | |||
| Financial management service | Portfolio management | The activities associated with managing service portfolios | D | |||
| Financial management service | Business case development | The activities associated with developing business cases to justify projects, programs, and spending | D | |||
| Master data management service | CMDB federation | The activities associated with developing, managing, and coordinating the CMDB federation strategy | M | |||
| Master data management service | Metadata model | The activities associated with developing, managing, and coordinating a metadata model | M | |||
| Program management service | Portfolio management | The activities associated with managing portfolios of projects | M | |||
| Program management service | Project management | The activities associated with project review, facilitation of planning sessions, and actual project management | M | |||
| Service management service | Change management and control | The activities associated with managing and controlling ownership of change management process and control mechanisms | N | |||
| Service management service | Service-level management | The activities associated with defining, agreeing, and reporting on published service levels | M | |||
| Service management service | Service-level reporting | The activities associated with reporting on agreed service levels to identify opportunities for improvement | M | |||
| Service management service | Problem management | The activities for managing ownership and performing administration of the problem management processes and tools for identifying, tracking, and correcting issues impacting service delivery | M | |||
| Service management service | CSI (continuous service improvement) | The activities associated with determining the baseline for metrics measurements and gathering and processing information for implementing corrective action on an iterative basis | M | |||
| Service management service | Service catalog | The activities associated with defining and maintaining business and IT services into a catalog | D | |||
| Vendor management service | Contract management | The activities associated with managing all contracts related to vendors supporting services offered by IT | N | |||
| Vendor management service | Administration | The activities associated with providing the administration of the contractual relationship between the business and service provider in support of a business service | N | |||
| Vendor management service | Negotiation | The activities associated with managing all negotiations with vendors relative to services or assets | N | |||
| Vendor management service | Communication | The activities associated with managing communication with vendors relative to services or assets | N |
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&"Arial,Regular"&8© 2014, Forrester Research, Inc. &"Arial,Regular"&8&P
Information management services
| Forrester Research, Inc. |
| Artifact 9: Service Requirements Matrix |
| Created for: CalSTRS |
Instructions: Please review each tab and provide input for each line provided. Respond only in columns F and G. M = service is mandatory D = service is desirable N = service is not required F = included in fixed cost V = included in variable cost NI = not included in scope
| Vendor response | ||||||
| SERVICE FAMILY OF INFORMATION MANAGEMENT SERVICES | Response required? | Comment | Included in scope? | Comment | ||
| Sample services | Service activities | Definition | M/D/N | F/V/NI | ||
| Data analytics service | Dashboard management | The activities associated with providing and maintaining the platforms for dashboard development | M | |||
| Data analytics service | Data visualization | The activities associated with providing and maintaining the platforms for data visualization | M | |||
| Data analytics service | Data modeling | The activities associated with providing and maintaining the platforms for data modeling | M | |||
| Business intelligence service | Reporting | The activities associated with providing and maintaining the platforms for reporting | M | |||
| Business intelligence service | Data mining | The activities associated with providing and maintaining the platforms for data mining | M | |||
| Big data service | Cloud data service management | The activities associated with providing and maintaining cloud data services to support big data | D |
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Infrastructure hosting services
| Forrester Research, Inc. |
| Artifact 9: Service Requirements Matrix |
| Created for: CalSTRS |
Instructions: Please review each tab and provide input for each line provided. Respond only in columns F and G. M = service is mandatory D = service is desirable N = service is not required F = included in fixed cost V = included in variable cost NI = not included in scope
| Vendor response | ||||||
| SERVICE FAMILY OF INFRASTRUCTURE HOSTING SERVICES | Response required? | Comment | Included in scope? | Comment | ||
| Sample services | Service activities | Definition | M/D/N | F/V/NI | ||
| Data center service | Facilities management | The activities associated with the maintenance and management of physical data center facilities, including provision of physical security | D | |||
| Data center service | Power management | The activities associated with the maintenance and support of power distribution | D | |||
| Data center service | Rack allocation/management | The activities associated with the management of the allocation of physical space within the data center | D | |||
| Data center service | HVAC management | The activities associated with the management of temperature control of data center facilities | D | |||
| Network service | IP address management | The activities associated with providing IP address management and DHCP services for all network devices | D | |||
| Network service | Firewall services | The activities associated with configuring network firewalls and fulfilling change requests as required | D | |||
| Network service | Network monitoring services | The activities associated with monitoring network availability and utilization to meet service levels | D | |||
| Network service | Remote access services | The activities associated with providing network infrastructure to support remote access to corporate resources | D | |||
| Network service | Mainframe access | The activities associated with provisioning access to mainframe systems | D | |||
| Server platforms service | Hardware provisioning | The activities associated with provisioning new server hardware within the data center | D | |||
| Server platforms service | Virtual server provisioning | The activities associated with provisioning virtual server instances within the data center | D | |||
| Server platforms service | Operating system management | The activities associated with supporting the OS, OS utilities, and system management software | D | |||
| Server platforms service | Virus prevention/eradication | The activities associated with support and maintenance of anti-malware tools to protect system integrity | D | |||
| Server platforms service | Server fault management | The activities associated with troubleshooting and resolving server faults | D | |||
| Server platforms service | Security management | The activities associated with the management of security configuration of server platforms | D | |||
| Server platforms service | Level-two support | Providing support to the escalation team | D | |||
| Server platforms service | Patching | The activities associated with evaluation, testing, and deployment of patches to server platforms | D | |||
| Server platforms service | Server capacity monitoring | The activities associated with the collection and reporting of workload (CPU, memory, DASD) data, and projections for future system requirements; service capacity and component capacity management | M | |||
| Server platforms service | Server file share management | The activities associated with the management and maintenance of server file shares | D | |||
| Server platforms service | Server performance monitoring | The activities associated with monitoring server performance for throughput and responsiveness | D | |||
| Server platforms service | Server print queue management | The activities associated with creating, managing, and maintaining printer queues | D | |||
| Server platforms service | Server setup, installation and maintenance | The activities associated with the setup, building, and configuring of servers | D | |||
| Storage platforms service | Provision NAS | The activities associated with the provisioning of network attached storage (NAS) | D | |||
| Storage platforms service | Provision SAN | The activities associated with provisioning the storage area network (SAN) | D | |||
| Storage platforms service | Replication of NAS | The activities associated with providing data replication across network attached storage | D | |||
| Storage platforms service | Replication of SAN storage | The activities associated with providing data replication across the storage area network | D | |||
| Storage platforms service | Storage systems performance monitoring | The activities associated monitoring storage systems performance for throughput and responsiveness | D |
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&"Arial,Regular"&8© 2014, Forrester Research, Inc. &"Arial,Regular"&8&P
Operational services
| Forrester Research, Inc. |
| Artifact 9: Service Requirements Matrix |
| Created for: CalSTRS |
Instructions: Please review each tab and provide input for each line provided. Respond only in columns F and G. M = service is mandatory D = service is desirable N = service is not required F = included in fixed cost V = included in variable cost NI = not included in scope
| Vendor response | ||||||
| SERVICE FAMILY OF OPERATIONAL SERVICES | Response required? | Comment | Included in scope? | Comment | ||
| Sample services | Service activities | Definition | M/D/N | F/V/NI | ||
| Automation service | Process automation | The activities associated with implementing automation across tasks, processes, and decisions | D | |||
| Automation service | Job scheduling | The activities associated with managing batch job schedules that run in the operational environment | N | CalSTRS BDSS manages batch job schedules in PROD environment | ||
| Monitoring service | Monitoring services | The activities associated with providing ongoing monitoring of configuration items | M | |||
| Monitoring service | End user experience | The activities associated with managing the end user experience | M | |||
| Monitoring service | Transaction monitoring | The activities associated with managing transactions across IT and business services | M | |||
| Monitoring service | Application performance monitoring | The activities associated with managing application performance | M | |||
| Monitoring service | Business impact monitoring | The activities associated with determining business impact and prioritizing resources appropriately | M | |||
| Monitoring service | System monitoring tools | The activities associated with ownership and administration of system monitoring tools for identifying and reacting to issues affecting service delivery without requiring a call from a customer to initiate a response | M | |||
| Operation management service | Release management | The activities associated with coordinating, scheduling, and controlling the movement of releases to test and production; primary objective is to ensure that the integrity of the production environment is protected and that the correct components are released; management of reporting/metrics | M | |||
| Operation management service | Deployment | The activities associated with moving existing or new application software/documentation to production and coordinating with IT, vendor, and customer as needed | M | |||
| Operation management service | Capacity management | The activities associated with budget planning; monitoring of existing capacity and reserves; assistance with demand management of resources and requirements; participation in CAB reviews; analysis of capacity requirements; assistance with the procurement process; management of reporting/metrics | M | |||
| Operation management service | Event/availability management | The activities associated with budget planning; auditing the event process; management of reporting/metrics; advising strategic groups regarding availability of monitoring; establishing new events and associated monitoring | M | |||
| Operation management service | Change management | The activities associated with advising and auditing the change management process, leading change advisory board (CAB) reviews, coordinating approval of changes to the live environment | M | |||
| Operation management service | Configuration management | The activities associated with the maintenance and management of the configuration management system (CMS) | M | |||
| Operation management service | Incident management | The activities associated with managing the life cycle of all incidents | M | |||
| Operation management service | Request fulfilment | The activities associated with coordinating and facilitating the fulfilment of service requests | M | |||
| Operation management service | Documentation | The activities associated with documenting of all operational services | M |
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Security services
| Forrester Research, Inc. |
| Artifact 9: Service Requirements Matrix |
| Created for: CalSTRS |
Instructions: Please review each tab and provide input for each line provided. Respond only in columns F and G. M = service is mandatory D = service is desirable N = service is not required F = included in fixed cost V = included in variable cost NI = not included in scope
| Vendor response | ||||||
| SERVICE FAMILY OF SECURITY SERVICES | Response required? | Comment | Included in scope? | Comment | ||
| Sample services | Service activities | Definition | M/D/N | F/V/NI | ||
| Certificate management service | Provision and maintain test and production certificates | The activities associated with creating, renewing, and maintaining all certificates related to the test and production environments | D | |||
| Identity management service | Planning | The activities associated with planning of identity management | N | ID management performed by CalSTRS | ||
| Identity management service | Policy management | The activities associated with establishing, managing, and maintenance of identity management policies | N | ID management performed by CalSTRS | ||
| Intrusion detection service | Scanning | The activities associated with managing network-based detection systems for potential threats | D | |||
| Intrusion detection service | Vulnerability management | The activities associated with establishing, managing, and maintaining vulnerabilities and mitigating their impact accordingly | D | |||
| Intrusion detection service | Protection | The activities associated with protecting assets from unauthorized access | D | |||
| Intrusion detection service | Policy management | The activities associated with the maintenance of intrusion detection policies and processes | D | |||
| Intrusion detection service | Firewall management | The activities associated with the configuration and maintenance of network firewalls | D | |||
| Intrusion detection service | Penetration testing | The activities associated with coordinating network penetration testing | D | |||
| Security management service | Data recovery | The activities associated with providing computer forensic services such as digital evidence preservation, analysis, data recovery, tape recovery, electronic mail extraction, and database examination | D | |||
| Security management service | Investigations | The activities associated with planning, organizing, and conducting digital forensic examinations using technical analyses to interpret related artifacts stored on electronic devices and report relevant findings | D | |||
| Security management service | Token management | The activities associated with provisioning, supporting, and maintaining two-factor authentication systems | D |
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&"Arial,Regular"&8© 2014, Forrester Research, Inc. &"Arial,Regular"&8&P
SAP Basis services
| Forrester Research, Inc. |
| Artifact 9: Service Requirements Matrix |
| Created for: CalSTRS |
Instructions: Please review each tab and provide input for each line provided. Respond only in columns F and G. M = service is mandatory D = service is desirable N = service is not required F = included in fixed cost V = included in variable cost NI = not included in scope
| Vendor response | ||||||
| SERVICE FAMILY OF SAP BASIS SERVICES | SAP Module | Required System | Response required? | Included in scope? | Comment | |
| Sample services | Service activities | M/D/N | F/V/NI | |||
| SAP And OS Administration Operations | Starting/ Stopping SAP Instances | M | ||||
| SAP Print Management | M | |||||
| SAP Security Operations | M | |||||
| Monitoring the SAP System for health and performance issues. | M | |||||
| SAP System Landscape Configurations and Operations (DEV, QAS, PRD, SAN - Opt) | M | |||||
| SAP Batch Jobs creation, controlling and all management operations | M | |||||
| SAP User Administrations and Authorizations | M | |||||
| All backup operations for SAP system | M | |||||
| Request and Transport Management Systems | M | |||||
| SAP Kernel Upgrades | M | |||||
| Implementing SAP OSS Notes | M | |||||
| Applying SAP Add-Ons and Support Packages | M | |||||
| OS and Disk Mgmt | D | |||||
| OS level Backup and Recovery Operations | D | |||||
| OS Level Security and Patch Monitoring and Management | D | |||||
| SAPRouter Administration /Management | M | |||||
| Telnet Gateway Administration Management | M | |||||
| SAP Solution Manager Administration | SolMan | Solution Manager | M | |||
| Database Administration | Database Management | M | ||||
| Database Patch and Version Management | M | |||||
| Database Performance and Health Monitoring | M | |||||
| Database Backup and Restore Operations | D | |||||
| Database Tablespace and Index Operations | M | |||||
| Periodic Required SAP Tasks | Continuous Monitoring SAP Uptime | M | ||||
| Check all backup operation results | M | |||||
| Check OS/DB/SAP System Logs | M | |||||
| Check CCMS Alerts | M | |||||
| Check all workprocess status | M | |||||
| Check background jobs status | M | |||||
| Check the lock table and failed updates | M | |||||
| Check user operations such as failed logon and locked users | N | |||||
| Check SAPDBA calendar status | M | |||||
| Check DUMP status | M | |||||
| Check response time, CPU and Memory Usage | M | |||||
| Check SAP performance and usage issues | M | |||||
| Perform SAP license audit processes as necessary | M | |||||
| Check database performance | M | |||||
| Check database free space | M | |||||
| Check Archive directory status | M | |||||
| Clean Up Spools | M | |||||
| Clean up Transport Buffers | M | |||||
| Run TemSe consistency check | M | |||||
| Check Spool Requests | M | |||||
| Review Security audit Log | N | |||||
| Check database consistency | M | |||||
| Monitor total DB growth and free space | M | |||||
| Monitor tablespace growth | M | |||||
| Monitoring of Early Watch reports | M | |||||
| Analyze Early Watch Reports - Provide recommendations to challenges | M | |||||
| Perform system refreshes | M | |||||
| Total Backup and Restore test (Disaster Recovery testing) | M | |||||
| User Security Controls | M | |||||
| Control Profiles and authorizations | M | |||||
| Check SAP Profile parameters | M | |||||
| Archive activities as requested by the business | D | |||||
| Perform audit-related report activities and remediation activities for external audit (1 a year) | M | |||||
| Check licensing issues for OS/DB/SAP/HW | M | |||||
| Check user IDS SAP* and DDIC | M | |||||
| Archive end of year backup | D | |||||
| Perform transports as needed | M | |||||
| Creation and Maintenance of EDI ports as needed | M | |||||
| Perform monthly Vertex updates across SAP landscape - also include emergency updates | M | |||||
| Integrations to/from SAP | Manage/administer interface- FEDEX Web Service | does not currently exist | N | |||
| Manage/administer interface- Vertex Tax (including TDM Software) | M | |||||
| Manage/administer interfaces - EDI IDOC related interfaces | M | |||||
| Manage/administer interfaces - SAP BAPI/Web Svcs related interfaces | M | |||||
| Manage/administer interfaces - PPS Credit Card Middleware | M | |||||
| Manage/administer interfaces - Bank related feeds (ACH, Positive Pay, etc) | M | |||||
| Manage/administer interfaces - Daikin related feeds (IZS, G-One, etc) | does not currently exist | N | ||||
| Manage/administer interfaces - CRM related feeds (Salesforce , Dell Boomi) | does not currently exist | N | ||||
| Application Upgrade Options | Provide EP-related software tools for analyzing EP -related upgrades | M | ||||
| Provide EP-related testing software tools for business process-related testing (including regression testing) | M | |||||
| P&I Project Functionality | Business Rules Framework | BRF | ECC | M | ||
| General Ledger | FI-GL | ECC | M | |||
| Integration Layer | PI | ECC | M | |||
| Electronic Bill Presentment and Penalty Assessment and Dispute Management Applications | EP | EP | M | |||
| Public Sector Collections and Disbursements | PSCD | ECC | M | |||
| Reporting | BOBJ | Business Objects | M | |||
| CARM Project Functionality | General Ledger | FI-GL | ECC | M | ||
| Accounts Payable FI-AP ECC | FI-AP | ECC | M | |||
| Funds Management | FI-FM | ECC | M | |||
| Fixed Assets | FI-AA | ECC | M | |||
| Bank Accounting | FI-BA | ECC | M | |||
| Controlling / Cost Center Accounting | CO-CCA | ECC | M | |||
| Public Sector Collections and Disbursements | PSCD | ECC | M | |||
| Cash Management | FSCM-CM | ECC | M | |||
| SRM / SUS | SRM/SUS | SRM, EP, XI/PI, BI | M | |||
| Procurement for Public Sector | PPS | SRM, EP, XI/PI, BI | M | |||
| Project Systems | FI-PS | ECC | M | |||
| Travel Management | FI-TV | ECC | M | |||
| Business Warehouse | BW | BW | M | |||
| Materials Management | MM | ECC | M | |||
| HR Master Data | OM/PA | ECC | M | |||
| Cross-Application Timesheets | CA-TS | ECC | M |
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&"Arial,Regular"&8© 2014, Forrester Research, Inc. &"Arial,Regular"&8&P image1.png
File details come from the government source that posted it. Updated .