DOT COE - Section C - End-User

Department of Transportation Common Operating Environment—End-User Support Services

DRAFT

Department of Transportation

Common Operating Environment End-User Support Services Date June 18, 2008

This is a sub-section to Section C of the RFP encompassing End-user Management Services for the Department of Transportation. Unless otherwise expressly defined herein, the capitalized terms used herein shall have the meaning assigned to them in the Attachment A (Definitions) or in the Agreement.

Table of Contents

21.0 Management Overview and Service Objectives

21.1 Background

21.2 Management Services Overview

21.3 Service Objectives

22.0 Service Environment

22.1 Scope of Management Support Services

22.1.1 Seat Management Scope

22.1.2 Email Management Scope

22.1.3 Hardware and Software

22.1.4 Service Locations

22.1.5 Personnel

22.1.6 Policies, Procedures and Standards

22.1.7 Agreements and Licenses

22.1.8 Projects‑In‑Progress

22.1.9 Future Initiatives

22.2 Baseline Information

23.0 Service Management Requirements

23.1 General Roles and Responsibilities

23.2 Service Desk

23.2.1 Functional Requirements

23.2.2 Single Point of Contact (SPOC)

23.2.3 Service Desk Operations and Administration

23.2.4 Self Help Services

23.2.5 Service Request and Trouble Ticket Management

23.2.6 Remote End-user Management

23.2.7 End User Administration

23.2.8 Requests for Service [Exceptions to Standard Services]

23.3 End User Computing Services

23.3.1 Functional Requirements -- End-user

23.3.2 Core Software Image Build and Deployment Services

23.3.3 Mode-Specific Software Image Build and Deployment Services

23.4 Email Operations and Administration

23.4.1 Backup and Storage Services

23.4.2 Collaborative Computing

23.5 Installs, Moves, Adds, Changes (IMACs)

23.6 On-Site Technical Support

23.7 Security Operations

23.8 Special Support Services

23.9 Exclusions and special provisions

23.10 Service-Specific Milestones

24.0 Service Management

24.1 Service Level Objectives (SLOs) and Credits

24.2 Definitions

24.3 Service Level Objectives (SLOs)

24.4 Service Level Guiding Principles

24.5 Common Service Level Objectives

24.6 Reports

24.7 Management Reporting

24.7.1 Special Reporting and Documentation

25.0 Referenced SOO Appendices and SOO Schedules

List of Tables

2Table 1.

End-user Management Baseline Projections

Table 2.

DOT Mailbox Allocation Table 3.

DOT MS Exchange Storage and Archive Table 4.

Specialized Software Table 5.

General Roles and Responsibilities Table 6.

SPOC Roles and Responsibilities Table 7.

Service Desk Operations and Administration Roles and Responsibilities Table 8.

Self Help Roles and Responsibilities Table 9.

Service Request and Trouble Ticket Management Roles and Responsibilities Table 10.

Remote End-user Management Roles and Responsibilities Table 11.

End-User Administration Services Roles and Responsibilities Table 12.

Exception Requests Roles and Responsibilities Table 13.

Core Software Image Build and Deployment Roles and Responsibilities Table 14.

Application Software Image Build and Deployment Roles and Responsibilities Table 15.

Operations and Administration Roles and Responsibilities Table 16.

Backup and Storage Roles and Responsibilities Table 17.

Collaborative Computing Roles and Responsibilities Table 18.

Installs, Moves, Adds, Changes (IMACs) Roles and Responsibilities Table 19.

On-Site Technical Support Roles and Responsibilities Table 20.

Security Operations Roles and Responsibilities Table 21.

Service Specific Milestones Table 22.

Service Level Definitions and Characteristics Table 23.

End-user Management Services Availability SLO Table 24.

Break / Fix Support – Campus Table 25.

Break / Fix Support – Non-Campus Table 26.

Proposed Asset Tracking Service Levels Table 27.

Software Image and Installation SLO Table 28.

Install, Moves, Adds and Changes—End User Devices and Peripherals Table 29.

Proposed Ticket Closure Client Satisfaction (Touch Survey) Table 30.

Proposed Client Satisfaction (Touch Survey) Table 31.

Service Desk Availability SLOs Table 32.

Response Time SLOs Table 33.

Incident Resolution SLOs Table 34.

Process Management SLO Table 35.

DOT COE-mail – SLA Requirements Table 36.

End-User Account Administration SLOs Table 37.

Client Satisfaction SLOs Table 38.

Routine Reporting Services Roles and Responsibilities Table 39.

Reporting / Documentation Roles and Responsibilities

1.0 Management Overview and Service Objectives

1.1 Background

The Department of Transportation has been transforming its information technology services to a Common Operating Environment (COE). The COE has been implemented at DOT Headquarters in Washington, DC; the concept of the COE is to be extended to DOT field locations in a phased, controlled manner that eventually encompasses service areas of (1) End-user Management (this document), (2) Infrastructure Services, (3) Hosting Services, and (4) a subset of Telephony. This will be executed by piloting the COE in the field at select locations, and then determining the appropriate sequence and phasing by which other field locations will enjoin the COE.

1.2 Management Services Overview

In addition to the Services described in this SOO, Provider is responsible for providing the Services described in Schedule C-x—Cross-Functional Services SOO.

This End-user Management Services SOO sets forth the requirements, roles and responsibilities of the parties for the End-user Management Services provided under the Agreement as part of the Services. For purposes of DOT the term “End-user Management” is used to convey the notion of how services will be managed under the resultant agreement through:

· The use of electronic tools, best practices and methodologies necessary to create end-to-end management around “end-user” devices

· The implementation of integrated processes for overseeing the provisioning of hardware and software—regardless of who owns the hardware and software, installation, operations, and support of end-user devices

· Greatly reducing the overall cost of operations through integrated support of the end-user in what could be a multi-sourced environment

End-user Management Services is used as both a pricing model and as a management concept. As a pricing mechanism, DOT desires a bundled set of activities that are priced by the user and fluctuate with the number of users on a month to month basis. As a management concept, DOT desires to build on industry practices of managing Servicedesk, break-fix, and other end-user services as one service rather than discrete support functions. With the exception of the procurement of assets (which will be a retained function by DOT), and End-user refresh (which may be supported by a 3rd party vendor), the Service Provider shall be responsible the full provisioning, engineering, operations and administration of current and emerging End-user Management Services, including:

· Service Desk

· End-User Computing Services Support

· End-User Administration and Reporting

· Lifecycle Asset Management

· Cross Functional Services

· Projects

· Optional Services

These services as described apply to all Sites and include all support up to (but not including) the edge or perimeter Network Device (e.g., router, firewall, et. al.), which are further described in Section C - Enterprise Services.

1.3 Service Objectives

The following are the key, high-level Service objectives DOT expects to achieve through Seat Management and Email Services and this Services SOO:

1. Provide Management Services with features and functions that meet End-User needs and meet DOT business requirements

2. Implement standardized processes to meet DOT’s business requirements so that the COE addresses the needs of the End-User in a consistent manner across all DOT modes

3. Provide IT Service Management (ITIL or similar) class level services and integration

a. Pro-active planning and approach to mitigating end-user problems

b. Transparency to end-users and visibility to management of end-to-end support

c. High degree of coordination with other service towers

4. Achieve Operational Maturity

a. Integration with DOT and all 3rd party Service Providers in support of End-user Management

b. Service assurance and continuous improvement in all areas of End-user Management

c. Situational awareness in identifying risks and managing events

d. Accommodation of fluctuation in the number end-users served

5. Reduce Total Cost of Seat Management and Email Services

a. Transparency into costs and cost drivers

b. Accurate Asset Accounting and Billing

6. Increase Value of IT to the Business as demonstrated through:

a. Payments linked to Service Provider performance

b. High Stakeholder and End-User Satisfaction

c. Strong support of all shifts and locations with first call resolution

7. Achieve the Service Levels specified in the SOO

2.0 Service Environment

2.1 Scope of Management Support Services

The following subsections and related Service Environment Appendices further describe and scope the End-User Management and Email environments to be supported and the regulations or standards with which the Service Provider shall comply (e.g. Section 508). These Service Environment Appendices are to be maintained by Provider, reviewed with DOT, and updated by Provider and made available to DOT on a quarterly basis.

2.1.1 Seat Management Scope

The sub-sections describe the requirements for supporting End-User Management and Email with which the Service Provider shall comply. This includes assets (all of which are to be procured and owned by Contractor or DOT), facilities and locations, personnel, policies and procedures, licenses and agreements and work in process. DOT will, at all times, retain the intellectual property of any and all of its data. At the termination of this contract and at any point during the contract the Service Provider shall provide DOT with all of its data in an easily portable format that maintains any relational information.

2.1.2 Email Management Scope

The system will consist of a consolidated E-mail infrastructure with appropriate redundancy and data protection technologies, eliminating the distributed E-mail services across MODES.

The service will also provide the flexibility to support separate E-mail enclaves to those MODES with business models that do not conform to the consolidated operating environment for E-mail infrastructure.

The DOT COE for E-mail will provide a uniform and intuitive department-wide integrated E-mail and calendaring solution that fulfils the requirements of DOT’s Production and disaster recovery mailboxes as well as Blackberry accounts.

The E-mail systems will be designed and maintained to comply with FISMA guidelines so as to ensure secure processing and the safeguard of government information. The maintenance of these systems will be compliant with FISMA regulations and will foster continuous improvement in support, function, and operation..

2.1.3 Hardware and Software

1. A listing and description of hardware to be supported is provided in Section J, Appendix C.1—End-user Management Hardware.

2. A listing and description of the Software and utilities to be supported is provided in Section J, Appendix C.2—End-user Management Software.

3. A listing and description of core images to be supported is provided in Appendix C.3—End-user Management Core Images.

2.1.4 Service Locations

Service location types include:

· DOT headquarters in Washington, DC;

· Nationwide DOT campus offices, including offices where two or more modes are collocated;

· Telecommuters, i.e., office-based workers who work from home on a periodic basis; and

· Remote workers, i.e., non-office-based workers who may work from home or may be mobile at remote locations.

A description and location of all DOT facility and office locations requiring End-user Management Services is provided in Section J, Appendix C.4—DOT Service Locations.

2.1.5 Personnel

Provider will be responsible for providing appropriately skilled staffing to meet the End-user Management Services Roles and Responsibilities and Service Levels set forth in this SOO.

2.1.6 Policies, Procedures and Standards

The policies, procedures and standards with which End-user Management Services will comply are provided in Section J, Appendix C.5—End-user Management Services Policies, Procedures and Standards.

2.1.7 Agreements and Licenses

A list of current service providers and related agreements governing End-user Management Services-support and licenses is provided in Section J, Appendix C.6—End-user Management Services Agreements and Licenses.

2.1.8 Projects‑In‑Progress

DOT currently has a number of End-user Management-related initiatives in progress that are included in the scope of this SOO (e.g. DOT Email, Federal End-user Core Configuration, etc) and may impact Services. Such projects are the responsibility of Provider to complete within the time frames specified by DOT. A list of these projects is provided in Section J, Appendix C.7—End-user Management-Related Work-in-Progress.

2.1.9 Future Initiatives

Other End-user Management-related initiatives considered but not in process are included in Section J, Appendix C.8—End-user Management-Related Future Initiatives.

2.2 Baseline Information

DOT’s current End-user Management utilization (table 1), Email utilization (table 2), Email Storage (table 3), specialized software (table 4), and projected usage is presented below. These business requirements represent DOT’s projection of the Service requirements for Day 1 implementation based on a combination of past trends and current anticipated overall business direction over the term of the Agreement. Note: All volumes shall exclude contractor assets, software, or calls to the Service Desk.

These metrics, along with other data which may be pertinent for sizing the solution, are reflected in Schedule B—Contract Line Item Pricing.

Table 1. End-user Management Baseline Projections

End-user Computers

Laptop Computers

Service Desk Call Volume

Installations

Networked Printers (includes Multi-Function Devices)

Non-Networked Printers

Scanners

Faxes

Wireless Devices (e.g., BlackBerrys)

Moves, Adds, Changes

Table 2. DOT Mailbox Allocation

FHWA

200MB

FMCSA

200MB

FRA

200MB

FTA

200MB

MARAD

200MB

NHTSA

200MB

OST

200MB

PHMSA

200MB

RITA

200MB

SLSDC

200MB

Table 3. DOT MS Exchange Storage and Archive

Primary

Primary

Note: Email message are required to be stored for {x} years from date of Archive Table 4. Specialized Software

Current Number of Licenses

HQ

Field

Field

3.0 Service Management Requirements

3.1 General Roles and Responsibilities

In addition to the Services, activities, and roles and responsibilities described in Schedule C-x—Cross-Functional Services SOO, Provider shall be responsible for the following End-user Management Services.

End-user Management provides a multi-channel, single-point-of-contact to meet the support needs of the user community, principally through the management of user incidents and service requests. It provides for desk-side support and asset management for all end user devices including users located in Federal buildings and remote/home-users. Components of End-user Management include:

· Tier 0, Tier 1 Service Desk support on a 24x7x365 basis, using a high-tech, low-touch approach to address service requests and resolve user incidents.

· Dispatch and end-to-end ticket management for incidents escalated to Tier 2 and Tier 3.

· Desk-side support for all Headquarters and Regional offices through a hybrid model of on-site and technician/dispatch—including break-fix, installations, and move-add-change.

· Asset provisioning, configuration, deployment, warranty management, tagging, refresh, and disposal management.

· A highly accurate, maintained asset inventory, asset management, and information database.

End-user Management Services provides for all life cycle activities associated with the provisioning, operational logistics, and support of infrastructure computing devices as well as portable and standalone personal computer / workstation computing devices used by DOT personnel, affiliated customers (e.g. State, other federal).

The COE vision and requirements for Email provide for service delivery at a consistent level of quality and service across DOT at the HQ and the field. Service standardization includes maintaining a consistent E-mail address naming convention, maintaining uniform administrative policies and procedures, and timely updates of directory information, and timely enhancement to technologies such as anti-virus and anti-spamming protection across the Department The following table identifies General Roles and Responsibilities associated with this SOO. An “X” is placed in the column under the Party that will be responsible for performing the task. Provider responsibilities are indicated in the column labeled “Provider.”

Table 5. General Roles and Responsibilities

1. Define End-user Management/End-User requirements and policies

X

3. Review and approve Services and standards for supporting the End-user Management environment/End-Users

X

5. End-user and Laptop Asset Ownership

X

8. Handheld Asset Ownership

X

11. Printer Asset Ownership

X

14. Perform tape management at campus locations (if no Service Provider technician assigned)

X

27. Conduct Quality Surveillance

X

3.2 Service Desk

The Service Desk provides centralized information and support management service to handle DOT’s queries and operational problems about IT-related processes, policies, systems and use. Services include hardware and software support, logging of problems, dispatch of service technicians or parts, training coordination and other IT-related issues. The Service Desk defines capabilities for customer support for all information technology services, and includes but is not necessarily limited to:

1. Serving as a Single Point of Contact for all receipt, logging, tracking, resolution and reporting of Help Desk Trouble Tickets and Service Requests for all DOT supported environments through all approved channels; voice/phone, email/form, web, chat, or fax.

2. Providing Help Desk Operations and Administration support, including:

a. First level support – Traditional call answering and support, scripting, and initial diagnosis and triage

b. Second level support – Escalation within the helpdesk or hand-off to other support personnel (e.g. Break/Fix, WAN Groups, OEMs for orders, etc)

c. Third level support – Escalation to other functional groups, subject matter personnel, or 3rd parties

3. Supporting “Self-Help” Requirements, which include:

a. Situational Awareness – Supporting the DOT users to be “self informed” about local or enterprise problems, Ticket Status, Service Requests, etc.

b. Automated password resets

c. Publishing / development of Frequently Asked Questions (FAQs)

d. “How To” PC Restore and Backup

e. “How To” PC Support (general services hardware and software)

4. Supporting Incident / Problem management and Service Request Management including categorizing, logging, trending, resolution, escalation and management of tickets to closure across all service towers

5. Remote End-user management

6. End User administration

7. Support of Exception Requests

3.2.1 Functional Requirements

The Service Provider’s solution must address the following requirements:

1. The Service Desk must be in operation 24 hours per day, 7 days per week, and 365 days per year.

2. The Service Desk must provide local or toll-free support via telephone, notification via email, fax, or other industry standard methods.

3. The Service Provider's personnel will have appropriate certifications in the OEM hardware and software in use at DOT, e.g., Dell, EMC, Microsoft Windows, or Cisco.

4. The Service Provider’s personnel are to have or attained a reasonable understanding of the environment, business functions, business applications being supported, organization and culture of DOT, and the specific site(s) they are supporting.

5. DOT has invested in training and end-user process, and government personnel currently receive support at the End-user through PC Helps. The government desires similar functionality and the Service Provider must incorporate Office Automation Support and extend Knowledge Management to the workforce. [See Section 3.2.4]

3.2.2 Single Point of Contact (SPOC)

The Service Provider’s Service Desk Center should serve as a Single Point of Contact (SPOC) for all logging, tracking, resolution and reporting of Help Desk Trouble Tickets and Service Requests for all DOT supported environments. The following table identifies the SPOC roles and responsibilities that Provider and DOT shall perform.

Table 6. SPOC Roles and Responsibilities

6. Provide escalation contact list(s) for DOT contacts for non-Tower Incidents and non-Service Requests (i.e., inquiries and out of scope calls).

X

3.2.3 Service Desk Operations and Administration

The Service Provider shall provide operations support of a Service Desk that supports:

1. First Level support (traditional call answering and support, scripting, and initial diagnosis and triage);

2. Second Level support (escalation within the helpdesk or hand-off to other support personnel), and

3. Third level support (escalation to other functional groups, subject matter personnel, or 3rd parties).

4. Service requests (requests to install, move, add, or change an end-user’s service).

The following table identifies the roles and responsibilities that the Service Provider and DOT will perform:

Table 7. Service Desk Operations and Administration Roles and Responsibilities

8. Provide Level 2 and Level 3 support for Applications Software on the supported applications list

X

10. Provide details of approvals for service requests, and complete approvals in a timely manner.

X

18. Determine the need to support of new technologies (hardware and software), or approve the introduction of new technologies based on Service Provider or other recommendation.

X

20. Provision to Service Provider of Standard Operating Procedures to support the new technologies

X

3.2.4 Self Help Services

Self Help Services refers to automated/electronic tools made available directly to End-Users to assist in resolving Incidents and fulfilling various Service Requests, including password resets, problem diagnosis and resolution. This includes interactive voice response (IVR); out‑of‑prime time voice messaging with guaranteed answer back response, inter/intranet‑based automated self-help, etc. The following table identifies the Self Help roles and responsibilities that the Service Provider and DOT will perform.

Table 8. Self Help Roles and Responsibilities

1. Identify requirements for Self Help capabilities

X

3.2.5 Service Request and Trouble Ticket Management

Service Request Management Services are the activities associated with end-to-end Incident management processes including escalation to Level 2 and Level 3 specialists through a defined process, including Service Provider’s primary resources, third parties, such as hardware and software suppliers, other third-party service providers as well as DOT’s internal technical support resources.

The following table identifies the Service Request and Trouble Ticket Management roles and responsibilities that Service Provider and DOT will perform.

Table 9. Service Request and Trouble Ticket Management Roles and Responsibilities

6. Audit and approve exclusions to service level computations

X

13. Identify and describe priorities, response and resolution targets for service calls and requests of differing impacts

X

3.2.6 Remote End-user Management

Remote End-user Management Services are the activities associated with managing End-user devices and software remotely and controlling End-user devices and software over the Network. This includes maintaining and troubleshooting the End-user operating system and supported End-user applications electronically to minimize the need to dispatch technical personnel, and needs to operate over all types of connections (e.g. dial-up).

The following table identifies the Remote End-user Management roles and responsibilities that Service Provider and DOT will perform.

Table 10. Remote End-user Management Roles and Responsibilities

1. Develop and document requirements and policies regarding remote end-user management

X

3.2.7 End User Administration

The following table identifies the End-User Administration roles and responsibilities that the Service Provider and DOT will perform.

Table 11. End-User Administration Services Roles and Responsibilities

1. Develop and document requirements and policies regarding End-User Administration

X

6. Approve end-user requests for file restoration for DOT COE applications

X

3.2.8 Requests for Service [Exceptions to Standard Services]

Requests for Service (RFS) are the activities associated with fulfilling End-User requests for products or services that are outside of standards and routine services provided by the contract or offered on the Service and Product catalog. RFS must be within Scope and within DOT policies, such as unique software, temporary connections, or international calling access. The Service Provider will develop, implement, and maintain an RFS log and exception request process and perform the activities required to collect the request, analyze, recommend, and process the request to fulfillment or denial and advise the originator of the status. In addition, this Request for Service process should take into consideration the workflow rules already defined by DOT policy. Upon approval, Service Provider will take the necessary action to implement the request.

The following table identifies the Request for Service roles and responsibilities that Service Provider and DOT will perform.

Table 12. Exception Requests Roles and Responsibilities

1. Define Request for Service parameters and approval authorities

X

3. Approve Request for Service, if necessary based on the approved Request for Service process

X

3.3 End User Computing Services

End-user Management is intended to bring about systemic support across all end-user services and to support individual and collective use in the business environment. Hardware resources can include networked and non‑networked (i.e., standalone or isolated networked machines), PC systems (e.g., End-user, tower, workstation, laptop, and mobile computing devices), and peripheral devices (e.g., Blackberries, printers, compact disc [CD] jukeboxes, media libraries, un‑interruptible power supplies [UPS], etc.). Software includes support of operating systems, office automation applications, software suites, and utilities that provide functionality to the above‑mentioned hardware resources. Software management also includes maintaining a test environment, providing testing services for software and patches, image builds and management, and logistical support for DOT’s compliance with software licensing.

The specific End-User Computing Services include:

1. Software Build and Deployment Services (Image Management)

2. Software Library

3. IMACs

4. On-Site Support

5. Carry-in Maintenance and Exchange at a Service Provider facility (i.e., non-DOT location) (optional)

3.3.1 Functional Requirements -- End-user

The Service Provider’s solution must address the following requirements:

1. Support End-User device provisioning and provide support required by End-Users

2. Support workstation devices, including locally attached End-user computers, laptop computers, tablet PCs, monitors, docking stations, printers, scanners, network-attached copiers, personal digital assistant (PDA) devices, CD/DVD burners, multi-functional devices (printer/scanner/fax), USB Devices, Air Cards, and other approved devices in the product catalog.

3. Support File/Print/Storage devices, including coordination with Midrange and Applications Hosting

4. Support local data storage and backup; and coordinate and support Midrange Infrastructure Services in recovery of shared-storage file systems accessed by End-User Devices

5. Support network-attached servers supporting multi-function printers (printers/copiers/scanners

6. Support End-User Productivity Software Services including the IT resources necessary to support DOT-certified standard business productivity software. Included are personal productivity and office applications services (in accordance with DOT policies), and other basic IT resources necessary to install and configure to meet the End-User requirement for performing typical office and business functions using commercial-off-the-shelf developed applications and office suites.

7. Performing physical inventory and property tracking “wall-to-wall inventory” on a bi-annual basis which shall include:

a. Inventorying all system assets (both on and off the network)

b. Capturing warranty dates captured from time of procurement, which will be used to determine hardware support costs for the asset

c. Validation and adjudication of inventory

d. Explanations / root cause analysis on if and why 100% of the physical inventory cannot be performed

3.3.2 Core Software Image Build and Deployment Services

Core Software Image Build and Deployment Services are the activities associated with building and deploying Core Software Images. Core Software is defined as the suite of software programs used to build a DOT-defined standard image for a supported device (e.g., OS software, office productivity and messaging software, security tools, and remote connectivity software). The following table identifies the Core Software Image Build and Deployment roles and responsibilities that Service Provider and DOT will perform.

Table 13. Core Software Image Build and Deployment Roles and Responsibilities

1. Define Core Software Build and Deployment requirements and policies

X

3. Review and approve Core Software Build and Deployment procedures

X

6. Review and approve standard Core Software Image specifications

X

9. Review and approve Core Software Image testing results

X

10. Approve Core Software Image(s) for deployment

X

18. Review and approve results of deployment reviews

X

3.3.3 Mode-Specific Software Image Build and Deployment Services

Application Software Image Build and Deployment Services are the activities associated with building and deploying Application Software. Application Software is defined as any non-core Software package (e.g., DOT COTS and custom-developed applications). The following table identifies the Application Software Image Build and Deployment roles and responsibilities that the Provider and DOT will perform.

Table 14. Application Software Image Build and Deployment Roles and Responsibilities

1. Define Modal Application Software Image Build and Deployment requirements and policies

X

2. Define jobs, roles, and/or functions for Modal Application Software Images, and maintain current assignments of users to jobs, roles, and/or functions

X

4. Review and approve Application Software Image Build and Deployment procedures

X

6. Review and approve Application Software Image Specifications and deployment plans

X

8. Conduct End-User testing of Application Software Image(s) to validate that they perform in accordance with the approved Specifications and can be deployed successfully and operate with all supported applications, hardware and Software

X

9. Approve Application Software Image(s) for deployment

X

13. Review and approve results of Application Software deployment reviews

X

3.4 Email Operations and Administration

Email Operations and Administration Services are the activities associated with the day-to-day management of the distributed email / exchange environment; providing and supporting a stable infrastructure and effectively and efficiently performing operational and processing procedures to ensure Services meet Service Level Objectives (SLOs), Policy, and requirements. The following table identifies the Operations and Administration roles and responsibilities that Service Provider and DOT will perform.

Table 15. Operations and Administration Roles and Responsibilities

1. Define electronic data exchange format requirements and policies, including transport (e.g., EDI, XML, FTP), delivery locations, format and schedule requirements

X

3. Review and approve electronic data exchange procedures

X

8. Define system administration requirements and policies

X

10. Review and approve systems administration procedures

X

3.4.1 Backup and Storage Services

Backup and Storage Services are the activities associated with the provisioning, capacity management, and day to day operations of the installed storage and data environment (e.g., direct access storage devices (DASD), redundant array of independent disks (RAID), storage area Network (SAN), Network-attached storage (NAS), tape and optical), and their corresponding support services

Table 16. Backup and Storage Roles and Responsibilities

19. Participate in Capacity Planning

X

20. Approve Capacity Plans

X

21. Maintain data set placement and manage data catalogs

28. Provide secure off-site storage for designated media and transport media as required by policy or regulation

X

3.4.2 Collaborative Computing

Collaborative Computing Services are the activities associated with the supporting collaborative tools (e.g., MS Exchange/Outlook). These activities include the provisioning, installation, upgrade, asset management, maintenance, support and tuning of collaborative applications for optimal performance and mailbox administration. The following table identifies the Collaborative Computing roles and responsibilities that Service Provider and DOT will perform.

Table 17. Collaborative Computing Roles and Responsibilities

30. Define Collaborative Computing requirements and policies

X