DOT COE - Section C - Hosting Services 20080623.doc

Department of Transportation Common Operating Environment—Application Hosting

DRAFT

Common Operating Environment Application Hosting Department of Transportation Date June 23, 2008

Table of Contents

31.0 Application Hosting and Server Management Overview and Service Objectives

31.1 Application Hosting and Server Management Overview

31.2 Scope of Application Hosting

31.3 Application Hosting Service Objectives

32.0 Service Environment

32.1 Scope of the Infrastructure to Be Supported

32.1.1 Application and Servers to be Supported

32.1.2 Service Locations

32.1.3 Personnel

32.1.4 Policies, Procedures and Standards

32.1.5 Agreements and Licenses

32.1.6 Projects‑In‑Process

32.2 Baseline Information

32.3 Application Hosting Services and Packages

33.0 Hosting Requirements

33.1 General Management Responsibilities

33.2 Overarching / Integrated Process Management Responsibilities

33.2.1 Planning and Analysis

33.2.2 Requirements Definition

33.2.3 Design Specifications

33.2.4 Asset Management

33.2.5 Software License Management

33.2.6 Engineering/Development

33.2.7 Service Management

33.2.8 Service Support

33.3 Service A: Facility / Environmental

33.4 Service B: Network Connectivity

33.5 Service C: Hardware and Software Support

33.6 Service D: Backup and Restoration

33.7 Service E: COOP/DR Responsibilities

33.7.1 COOP/DR - Service Objectives

33.7.2 Defined Terms

33.7.3 General COOP and Functional Responsibilities

33.7.4 Disaster Recovery Responsibility Matrix

33.8 Service F: Database Management Responsibilities

34.0 Service Management

34.1 Overview of Service Level Objectives (SLOs)

34.2 Definitions

34.3 Service Level Agreement Effectivity

34.4 Service Level Guiding Principles

34.5 Reports

35.0 Referenced SOW Appendices and SOW Schedules

List of Tables

3Table 1.

Application Hosting – Government Owned Servers

Table 2.

Server Size Definitions Table 3.

General Requirements Table 4.

Planning and Analysis Management Requirements Table 5.

Requirements Definition Roles and Responsibilities Table 6.

Design Specifications Roles and Responsibilities Table 7.

Asset Management Roles and Responsibilities Table 8.

Software License Management Table 9.

Engineering/Development Roles and Responsibilities Table 10.

Availability Management Roles and Responsibilities Table 11.

Capacity Management Roles and Responsibilities Table 12.

Performance Management Roles and Responsibilities Table 13.

Service Level Monitoring and Reporting Responsibilities Table 14.

Security Roles and Responsibilities Table 15.

Financial/Chargeback Management and Invoicing Roles and Responsibilities Table 16.

Incident Management Roles and Responsibilities Table 17.

Problem Management Roles and Responsibilities Table 18.

Configuration Management Roles and Responsibilities Table 19.

Change Management Roles and Responsibilities Table 20.

Release Management Roles and Responsibilities Table 21.

Account Management Roles and Responsibilities Table 22.

Facility/Environmental Requirements Table 23.

Network Connectivity Table 24.

Hardware and Operating System (OS) Management, Administration, and Reporting Requirements Table 25.

Backup and Restore Requirements Table 26.

COOP/DR Roles and Responsibilities Table 27.

Database Management Responsibilities Table 28.

Server Availability SLOs Table 29.

Application Platform Response Time Service Level Objectives Table 30.

Network Availability Service Level Objectives Table 31.

Network Performance Service Level Objectives Table 32.

Administration Services Service Level Objectives Table 33.

Security Intrusion Detection Service Level Objectives Table 34.

Security Vulnerability & Penetration Services Service Level Objectives Table 35.

Capacity Management Services -Service Level Objectives Table 36.

Service Reports

This is a sub-section to Section C of the RFP encompassing Application Hosting and Server Management Services for the Department of Transportation’s Common Operating Environment initiative. Unless otherwise expressly defined herein, the terms used herein shall have the meaning assigned to them in the Attachment J-1 (Definitions) or in the Agreement.

1.0 Application Hosting and Server Management Overview and Service Objectives

1.1 Application Hosting and Server Management Overview

This Application Hosting SOW sets forth the requirements and responsibilities of the parties with respect to the Application Hosting Services required by applicable customers of the Department of Transportation (DOT). For purposes of this requirement the term “Application Hosting Services” is used to convey the scope of services supporting Customers by: a) supporting government owned application servers within government provided facilities, b) hosting government owned application servers within a service provider facility, or c) hosting applications on service provider supplied platforms within the provider’s facilities. The services associated with (a) above are primarily “staff augmentation” and may require support across a number of de-centralized locations. However, it is the intent of DOT to centralize servers and storage systems so as to gain efficiencies. Scenarios (b) and (c) require the full range of services listed below:

1. Design, development, and deployment of hosting solutions offered to DOT organizations on a fee-for-service basis, based on use of best practice technologies and mature processes to minimize cost while maximizing availability, reliability, and security;

2. The provision of full-service Application Hosting on secure, managed Service Provider and Government-owned Servers at either Government Provide or Service Provider facilities;

3. The provision of Server Management, including maintenance, monitoring, and reporting services for applications at either government or Service Provider facilities;

4. The provisioning of hardware, operating system (OS) and host-layer administrative services for application infrastructure at either government or Service Provider facilities;

5. The provisioning and maintenance of network connectivity to Service Provider facilities or within data center space at government facilities;

6. The provisioning of Configuration Management services for application infrastructure at either government or Service Provider facilities;

7. The provisioning of Patch Management services for application infrastructure at either government or Service Provider facilities;

8. The provisioning of Security Management services for application infrastructure at either government or Service Provider facilities;

9. The provisioning of physical security and access control within government provided data center or for the Service Provider facilities;

10. The provisioning of Backup and Restore services for application infrastructure at either government or Service Provider facilities;

11. The provisioning of Continuity of Operations (COOP) and Disaster Recovery operations for application infrastructure at either government or Service Provider facilities;

12. The use of mature ITIL processes, best practices and methodologies, and electronic tools necessary to provide a stable, reliable and efficient hosting environment at a competitive price;

13. The development and integration of Service Recipient (the Government) and Service Provider service delivery processes to ensure a seamless User experience;

14. The Provisioning of Tier 3 support managed by, and integrated with, Service Desk dispatch & routing (See Service Area 1) on a 24x7x365 basis.

15. Adherence to asset lifecycle management requirements including; configuration, licensing, tracking, reporting and disposal of all Government-owned and hosted assets per DOT policy; and

16. Adherence to, and integration with, cross-functional requirements and service management support processes such as incident, problem, change, release and configuration management activities; and The services above apply up to (but not including) the edge or perimeter Network Device (e.g., router, firewall, etc.). For government provided facilities it is expected that Network Operations will maintain responsibility for firewalls and network security. In this scenario the Service Provider will comply with security policies. For Service Provider supplied facilities it is expected that Network Infrastructure and firewall management will be the part of the service provider’s facility, but will comply with DOT security policies, Certification and Accreditation, and audits.

1.2 Scope of Application Hosting

The term “Application Hosting” encompasses the management of customer applications, application servers, storage, databases and/or web services hosted on (1) Government-owned and (2) Service Provider-owned systems running Windows, Linux, and Unix in a stable, reliable and efficient Service Provider data center environment. Application Hosting applies primarily to application servers, database servers and the associated storage devices; but may also include and web servers and collaborative applications. Application Hosting does NOT include the development, maintenance, administration or management of customer applications, but enables secure physical and/or remote access to authorized customers or 3rd parties who perform these services.

Pricing for Application Hosting is designed to provide maximum reasonable flexibility to the Government while enabling the Service Provider to deliver an efficient price. This is achieved through packaging of logical bundles of activities, designed to meet a range of customer requirements. In some cases Additional Services, usually confined to a small percentage of “critical” servers requiring additional backup/storage access or COOP/DR, may be charged on a case-by-case basis. However, it is expected that the majority of Servers will be supported within a core set of packages.

The Service Provider shall be responsible the full provisioning, engineering, operations and administration of current and emerging Application Hosting Services, including:

1. Server Transportation, Builds, Installation and Configuration Set-up

2. Base Server Administration Activities: Console Monitoring, BIOS, OS (if Win/Linux/Unix)

3. Managed Security Services: Monthly Audits, Antivirus, Firewall & VPN

4. 24x7 Server Monitoring & Reporting (hardware & bandwidth)

5. Backup, Restore and Offsite Storage Services

6. On-Demand Scalable Bandwidth

7. Adherence to Customer Asset Lifecycle Management Requirements and associated Reporting

8. Tier 3 on-call NOC hardware and engineering support, integrated with customer service desk routing and cross-functional services

9. Data Center Environmental Services: Redundant Power Sources, Cabling, Communications, UPS, Fire Suppression, HVAC, & Physical Security

10. Cross Functional Services (as described in Schedule C-3-a)

11. Administration of User Accounts, Media Services, and Domain Access (FTP, Etc)

12. Full Service Patch Management: Server, OS, and Security, Application, etc.

13. Full Development & Testing environment, integrated with change and release management procedures

14. Server and Application Monitoring & Reporting

15. DNS/IP Services

16. Project Management and Implementation

17. Other Optional Services as introduced over the life of the Contract These services, constructed in logical packages, apply to those Customer groups and Locations that chose to obtain these services through this Contract as opposed to the other hosting solutions available to them.

1.3 Application Hosting Service Objectives

The following are the key objectives DOT expects to achieve through the provision of Application Hosting services.

1. A highly satisfied Customer, familiar with the services to which they are entitled and able to focus on meeting mission requirements with highly available and reliable IT tools;

2. High performance through improvements that minimize downtime, server lag and latency, connectivity issues, and network outages;

3. Minimal server outages resulting from data center environmental failures through pro-active planning and risk management;

4. Clear, timely, and effective communication of relevant performance and status information to the Customer;

5. Provisioning of tools and technology that meet Customer needs and support DOT business requirements;

6. Transparency of information describing the state of the environment, the User experience, and the cost of Service delivery;

7. High degree of collaboration and coordination with DOT staff, third party Service Providers, and other IT Service Management services;

8. Continuous improvement and innovation to improve customer satisfaction, reduce cost, and increase operational maturity;

9. Increased ability and speed in meeting fluctuating customer needs through a flexible, reliable and efficient Server Environment;

10. Flexibility, adaptability, and responsiveness to changing DOT needs, emerging Security threats, and reliability during emergencies;

11. Cost efficiency through centralization and reduction of physical server requirements through virtualization;

12. Increased efficiency through integrated problem management with change management recommendations and implementation; and

13. Achievement of performance goals through attainment of the Service Levels specified in this SOW.

2.0 Service Environment

2.1 Scope of the Infrastructure to Be Supported

The following sub-sections describe the scope to be supported by the Service Provider through the provision of Application Hosting Services. These include management of assets and government furnished property / equipment, trusted facilities and locations, skilled personnel, compliance with policies and procedures, management of licenses and agreements, and support to application developers.

DOT will, at all times, retain the intellectual property ownership of any data provided by DOT to the Service Provider and any data collected by the Service Provider during the Period of Performance of this Contract. 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. The Service Environment Appendices are to be maintained by Provider, reviewed with DOT, and updated by the Service Provider and made available to DOT on a quarterly basis.

2.1.1 Application and Servers to be Supported

1. A listing and description of the Applications to be supported through the Service Provider’s Application Hosting Service is provided in Section J, Attachment X.

2. A listing and description of the Applications to be supported through the Service Provider’s Application Hosting Service is provided in Section J, Attachment X.

2.1.2 Service Locations

[Applicable only if DOT facilities are used] A description and location of DOT facility and office locations where Application’s will be hosted is provided in Section J, Attachment X.

2.1.3 Personnel

The Service Provider will be responsible for providing appropriate staff to meet the Application Hosting and Server Management Services responsibilities and Service Level Objectives set forth in this SOW.

2.1.4 Policies, Procedures and Standards

The policies, procedures and standards with which Application and Server Hosting Services will comply are provided in Section J, Attachment X.

2.1.5 Agreements and Licenses

A list of current Service Providers and related agreements impacting Application Hosting and Server Management Services support is provided in Section J, Attachment X.

2.1.6 Projects‑In‑Process

DOT may require support to any project-in-progress that affects infrastructure or impacts Application Hosting Services (e.g. Trusted Internet Computing). A list of such projects is provided in Section J, Attachment X—Projects-in-Process Related to Application Hosting & Server Management.

2.2 Baseline Information

Application hosting services shall be ordered on an IDIQ basis. At Contract award, the Government will provide an updated Baseline for potential Applications to be hosted. This Baseline is “Year 0” and represents DOT estimates of volumes for the year ending at Contract start; “Year 1” represents the first Contract year. These metrics, along with other data are provided for sizing the provider’s solution and for determining pricing of Contract Pricing Tables. All information is provided for purposes of developing offerings and any projections are not a guarantee.

2.3 Application Hosting Services and Packages

The following Application Hosting services present the notional packaging of services that may be ordered by DOT. For purposes of identification the Services are coded as follows:

· Overarching / Integrated process Management

· Service A: Facility and Environmental (power, cooling, UPS, etc.)

· Service B: Network Connectivity Service C: Hardware and System Software Support

· Service D: Backup and Storage Management

· Service E: COOP/DR

· Service F: Database Management Table 1. Application Hosting – Government Owned Servers

Unix Servers

Windows/Linux

Other Servers (e.g.)

Blackberry Servers

Email Servers

Storage Networks

Unix DASD (GB)

NT/WIN 2000 DASD (GB)

NAS/SAN (GB)

Midrange Tapes

Table 2. Server Size Definitions

3.0 Hosting Requirements

3.1 General Management Responsibilities

The following are DOT’s General Responsibilities associated with this SOW. DOT will:

1. Define Application Hosting and Server Management requirements and applicable policies.

2. Review and approve services and standards for supporting the Application Hosting environment.

The Service Provider shall be responsible for Application Hosting and Server Management activities described below. The following table identifies Service Provider General Requirements associated with this SOW. These Requirements shall be fully met and the associated capabilities fully available no later than Assumption of Responsibility (AOR) unless noted otherwise below.

Table 3. General Requirements

Approve changes affecting government facilities or hosted applications

X

3.2 Overarching / Integrated Process Management Responsibilities

The Service Provider shall be responsible for the integration and support of Processes and management Services based on the Information Technology and Infrastructure Library frameworks. These Requirements shall be fully met and included as an overhead function (not directly called out as an Application Hosting Service). The associated capabilities shall be fully available no later than Assumption of Responsibility (AOR) unless noted otherwise agreed to by the DOT COTR and put in writing.

3.2.1 Planning and Analysis

Planning and Analysis Services are activities associated with researching new technical trends, products and services, such as hardware components, system Software, and Networks that offer opportunities to improve the efficiency and effectiveness of the Application Hosting Service. Planning and Analysis Services can also help support competitive business advantage and mitigate risks by reducing defects and improving the Quality of IT Services. The following table identifies the Planning and Analysis roles and responsibilities that Provider and DOT will perform.

Table 4. Planning and Analysis Management Requirements

3. Approve Planning and Analysis and recommendations for new applications, infrastructure and Services

X

4. Provide management reports required for Planning and Analysis activities (e.g., utilization and capacity trend reports, rollout plans)

X

6. Define DOT Data Backup and Retention requirements and policies for hosted applications

X

8. Perform feasibility studies for the implementation of new technologies that best meet DOT business needs and meet cost, performance and Quality objectives

X

9. Define Enterprise level project management policies, procedures and requirements (e.g., project feasibility analysis, cost-benefit analysis, scheduling, costing, resource planning, communication planning, procurement, risk management and Quality management)

X

11. Perform project management oversight and liaison function to the business and customers

X

12. Conduct technical and business planning sessions to establish standards, architecture and project initiatives per the Planning and Analysis results

X

15. Participate in regular planning for technology refreshes and upgrades

X

3.2.2 Requirements Definition

Requirements Definition Services are the activities associated with the assessment and definition of functional, performance, IT Continuity and Disaster Recovery, and Security requirements that also comply with regulatory and DOT policies. These requirements drive the technical design for the environment. The following table identifies the Requirements Definition roles and responsibilities that Provider and DOT will perform.

Table 5. Requirements Definition Roles and Responsibilities

1. Conduct interviews, group workshops and surveys to determine user functional, performance, Availability, maintainability and IT continuity and other requirements

X

3. Provide written information in sufficient detail pertaining to the requirements definition to enable development of appropriate requirements documentation (e.g., business requirements documentation)

X

6. Approve all requirements documents

X

8. Participate in defining Acceptance test criteria

X

9. Review and approve all Acceptance test criteria

X

3.2.3 Design Specifications

Design Specification services are the activities and deliverables associated with translating user and information system requirements into detailed technical Specifications. The following table identifies the Design Specifications roles and responsibilities that Provider and DOT will perform.

Table 6. Design Specifications Roles and Responsibilities

1. For DOT facilities define Design Specifications standards and requirements

X

Provide information in sufficient detail pertaining to the Design Specifications to enable creation of the appropriate design documents

X

3.2.4 Asset Management

Asset Management Services are the activities associated with ongoing management and tracking of new and upgrades to in-scope components (e.g., government owned hardware, Software, circuits) in either a government provided facility or within a service provider facility. The following table identifies Asset Management roles and responsibilities that Provider and DOT will perform.

Table 7. Asset Management Roles and Responsibilities

2. Define Asset Management requirements and policies

X

Review and approve Asset Management procedures

X

Develop Asset type list that would be included in the Asset Management system

X

Establish, update and maintain the Asset database to include, at a minimum, the following Asset information:

· Manufacturer

· Model

· Serial number

· Asset Status (Ordered, Inventoried, Assigned, Retired)

· Refresh SLA Contract Date

· Asset History (tickets, incidents, etc.)

· Asset identification number

· Asset location

· Ownership information (Provider/DOT—lease/purchase)

· Asset cost information

· Maintenance information and history including the age of the Asset

· Warranty information

· Other billing information (e.g., lease information, DOT-specific information)

· Transaction edit history (e.g., locations, billing and user) X

Review and approve audit reports and remediation plans of Asset inventory management information

X

3.2.5 Software License Management

Software License Management Services are the activities associated with the acquisition, and ongoing management and tracking of Software licenses provided by DOT. The service provider shall be responsible for all hosting platform software that it provides as part of hosting services. The following table identifies the Software License Management roles and responsibilities that Provider and DOT will perform.

Table 8. Software License Management

3. Define Software License Management requirements and policies

X

Review and approve Software License Management procedures

X

For DOT-retained contracts, be responsible for Upgrade cost and vendor agreement negotiations

X

Periodically review Software license and maintenance agreements

X

Hold periodic reviews and ensure review is conducted 90 days prior to expiration of all Software and hardware license and maintenance agreements

X

3.2.6 Engineering/Development

Engineering/Development Services are the activities associated with the engineering and development of the IT infrastructure, tools and utilities that enhance the Service. The following table identifies the Engineering/Development roles and responsibilities that Provider and DOT will perform.

Table 9. Engineering/Development Roles and Responsibilities

2. Review and approve Engineering/Development requirements and policies

X

8. Review and approve Engineering/Development plans and procedures where there is an impact on other DOT entities/facilities/Third Party agreements

X

3.2.7 Service Management

3.2.7.1 Availability Management

The goal of Availability Management is to understand the overall availability requirements of DOT business needs and to plan, measure, monitor and continuously strive to improve the availability of the IT Infrastructure, services, and supporting IT organization to ensure these requirements are met consistently with a focus on providing cost effective Availability improvements that deliver measurable DOT business and End-User benefits. Availability Management covers the evaluation, design, implementation, measurement and management of the IT Infrastructure Availability from a component and an end-to-end perspective, including new or modified IT service management methodologies and tools, as well as technology modifications or upgrades of IT infrastructure systems and components. Overall goal of Availability Management is to achieve over a period of time a reduction in the frequency and duration of Incidents that impact on IT Availability.

The following table identifies the Availability Management roles and responsibilities that the Vendor and DOT will perform.

Table 10. Availability Management Roles and Responsibilities

1. Establish criteria for Availability Management support requirements, including IT systems and services to be covered

X

3. Participate in the development of Availability Management policies and procedures and determining the tools and methods to be used

X

4. Review and approve Availability Management policies and procedures

X

7. Ensure that Availability requirements are included when requirements are collected when designing new IT systems and services to support business users

X

10. Participate in creating Availability and recovery design criteria to be applied to new or enhanced IT Infrastructure system and services design

X

12. Define the Availability measures and reporting of required for the IT Infrastructure and its components that underpin a new or enhanced IT Service as the basis for an SLA agreement that reflect business, End-User, and IT support organization requirements

X

15. Review and approve Availability SLA measurement tools and practices

X

23. Participate in Availability review sessions

X

24. Review and approve cost-justifiable improvement recommendations that DOT deems appropriate to enhance DOT IT and business performance needs

X

27. Review and approve Availability Plan

X

31. Periodically audit the Availability Management process to ensure that it continues to deliver desired results in compliance with agreed-upon policies and procedures

X

3.2.7.2 Capacity Management

Capacity Management Services are the activities associated with ensuring that the capacity of the Service matches the evolving demands of DOT business in the most cost-effective and timely manner. The process encompasses the following:

· Monitoring of performance and throughput of IT Services and supporting IT components

· Understanding current demands and forecasting for future requirements

· Developing capacity plans which will meet demand and SLAs

· Conducting risk assessment of capacity recommendations

· Identifying financial impacts of capacity plans

· Undertaking tuning activities

The following table identifies the Capacity Management roles and responsibilities that Provider and DOT will perform.

Table 11. Capacity Management Roles and Responsibilities

1. Define Capacity Management requirements and policies

X

3. Review and approve Capacity Management procedures

X

5. Review and approve Capacity Management planning process

X

7. Identify future business requirements that will alter capacity requirements

X

8. Participate in all capacity planning activities

X

15. Approve capacity-related recommendations

X

18. Validate Asset utilization and capital efficiency

X

3.2.7.3 Performance Management

Performance Management Services are the activities associated with tuning Hosted Application Service components for optimal performance. The following table identifies the Performance Management roles and responsibilities that Provider and DOT will perform.

Table 12. Performance Management Roles and Responsibilities

1. Define Performance Management requirements and policies

X

3. Review and approve Performance Management procedures

X

8. Review and approve improvement plans

X

3.2.7.4 Service Level Monitoring and Reporting

Service Level Monitoring and Reporting Services are the activities associated with the monitoring and reporting of Service delivery with respect to SLAs. In addition, Provider shall report system management information (e.g., performance metrics and system accounting information) to the designated DOT representatives in a format agreed to by DOT. The following table identifies the Service Level Monitoring and Reporting roles and responsibilities that Provider and DOT will perform.

Table 13. Service Level Monitoring and Reporting Responsibilities

1. Define Service Level Monitoring and Reporting requirements and policies

X

2. Define SLAs

X

4. Review and approve Service Level Monitoring and Reporting procedures

X

9. Review and approve SLA improvement plans

X

11. Review and approve SLA metrics and performance reports

X

3.2.7.5 Security

Security Services are the activities associated with maintaining physical and logical security of the Service components (hardware and Software) and data, virus protection, access protection and other Security Services in compliance with DOT Security requirements and all applicable regulatory requirements. The following table identifies Security roles and responsibilities that Provider and DOT will perform.

Table 14. Security Roles and Responsibilities

1. Define and provide Security requirements, standards, procedures and policies including regulatory requirements

X

4. Review and approve Security requirements, standards, procedures and policies including regulatory requirements

X

11. Conduct risk assessment to identify control or Security gaps

X

13. Review and approve Security plans and IT infrastructure

X

17. Establish access profiles and policies for adding, changing, enabling/disabling and deleting log-on access of DOT employees, agents and subcontractors

X

21. Resolve Security violations internal to DOT

X

30. Perform periodic Security audits

X

3.2.7.6 Financial/Chargeback Management and Invoicing

Financial/Chargeback Management and Invoicing Services are the activities associated with providing data that allows DOT to charge back its internal business units for actual usage of IT Resources and to receive accurate invoices that meet DOT requirements. The following table identifies the Financial/Chargeback Management and Invoicing roles and responsibilities that Provider and DOT will perform.

Table 15. Financial/Chargeback Management and Invoicing Roles and Responsibilities

1. Define Financial/Chargeback Management, billing, and Invoicing requirements and policies

X

3. Review and approve Financial/Chargeback Management and Invoicing procedures

X

5. Review and approve chargeback reports

X

6. Identify invoicing requirements

X

9. Review and approve invoices

X

3.2.8 Service Support

3.2.8.1 Incident Management

Incident Management includes the activities associated with restoring normal service operation as quickly as possible and minimizing the adverse impact on business operations of DOT, thus ensuring that the best possible levels of service quality and availability are maintained. While the Incident Management processes apply to Level 1, Level 2 and Level 3 support groups, Level 1 support at the Helpdesk will have responsibility for primary ownership of DOT’s Provider responsible for Tier 0 and Tier 1 Helpdesk Services. However, for hosted applications the recording and tracking Incidents is the responsibility of the Application Hosting Service Provider—covering close coordination and ongoing monitoring and tracking of, and reporting on, Incidents that have been escalated to second-level and third-level support groups. The primary activities of Incident Management process include:

· Incident detection and recording

· Incident classification and initial support

· Incident investigation and diagnosis

· Incident escalation

· Incident resolution…