data center services best practices.doc
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Data Center Services
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TABLE OF CONTENTS
Data Center Services................................................................................................3
Best Practices for Data Center Services.............................................................................3
Data Center Service Levels...............................................................................................20
Data Center Services Pricing.............................................................................................24
Data Center ServicesThe National Oceanic and Atmospheric Administration (NOAA) Data Center environment includes the administration and management of servers and storage such as: Mainframe, Unix-based, Windows-based systems and associated data storage and backup services and supporting systems software (e.g., operating systems, utilities, schedulers) from a centralized location. These environments support NOAA’s business applications/databases, file/print services, e-mail (including Blackberry) services, and other NOAA-specific infrastructure-related functions.
Data Center Services include the following:
Business Continuity and Disaster Recovery: Process of planning and managing organizational preparation for future incidents that could jeopardize the organization’s core mission and long-term health.
Configuration Management: Process of managing change controls placed on hardware, software, documentation, testing and test documentation during the development and operational life of a system.
Database Management: Process of managing database systems to ensure optimal delivery for all aspects of the organizational data infrastructure.
Facilities Management: Process of managing data center facilities to ensure efficient operations, flexibility and scalability. Key management parameters include site location, building selection, floor layout, electrical system design, mechanical design and modularity.
Monitoring: Process of proactively managing and monitoring operational systems to identify underperforming systems and other incidents which affect IT service delivery.
Performance Management: Process of managing IT infrastructure and operations (network performance) as an integrated part of business-relevant performance metrics.
Task Management – Output Management: Process of managing middleware that drives the output process and supports the automated creation and delivery of business process and ad hoc documents.
Task Management – Job Scheduling: Process of managing enterprise software applications that execute unattended background activities through a single point of control overseeing integration of real-time activities with background processing requirements.
Best Practices for Data Center ServicesBusiness Continuity and Disaster Recovery
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Account for changing business environment, results of continuous service testing and best practices when conducting maintenance activities
Align IT and the business on a business continuity strategy and the process to follow in case of a disaster
Backward integrate tools from Application Service Providers (ASP) and Internet Service Providers (ISP) for recovery purposes
Base the escalation process on a classification of availability incidents
Calculate cost of down time
Carry out business impact analysis to identify risks based on threats and vulnerabilities
Categorize, estimate and project workload (management by formula)
Classify all incidents that are considered under the business continuity plan and communicate resolution for each to all involved parties
Conduct automated data collection for analysis and planning from existing enterprise tools such as network monitoring, workload and performance tools, and incident tracking systems
Conduct global testing and feed test results back as part of the maintenance process
Conduct risk assessment and business impact analysis
Consider recovery options for people, systems, networks, critical services and critical assets
Contract stand-by arrangements for IT service continuity needs from vendors and major suppliers, and take into account changing business needs
Correlate IT recovery time objective (RTO) measures with lines of business (LOB) key performance indicators (KPI)
Create a required response team that is responsible for the completeness of the IT contingency plans (i.e., an executive team, a coordination team and a recovery team)
Analyze and document current workloads and infrastructure capacities
Define and document processes including the operating assumptions
Define Business Continuity Plan (BCP) guiding principles
Define corporate risk policies and attitudes
Define mission, objectives and scope of the Business Continuity Plan (BCP) process
Define project organization and management/control structure as part of the Business Continuity/Disaster Recovery Plan for both normal and invocation operations
Educate and make the organization aware of the Business Continuity and Disaster Recovery Plan and procedures
Ensure accurate and timely Business Continuity Plan reflects real-time integration with Capacity Planning, Security Management and Change Management
Establish clear accountability and track / trend compliance
Establish continuity patterns for the organization
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Establish procedures for building and maintaining the Emergency Response Plan, Damage Assessment Plan, Salvage Plan, Vital Records Plan, Crisis Management Plan and Public Relations Plan as part of the Business Continuity process
Execute combined business impact analysis (BIA) and risks assessment rankings to identify key focus areas for BCP
Execute continuous audit and proactive management of the BCP/DRP plan
Focus recovery efforts on the business function
Fully document the Business Continuity Management process, create work flows and implement across the enterprise
Fund and resource the development / implementation of a BCP
Identify and continuously monitor critical infrastructure components
Identify and eliminate single-source points of failure (single power source, single communication source)
Identify and implement technology and/or task hand-off points/relationships for all service management processes
Identify and test the communications required to inform stakeholders and media in the event of disaster
Identify, capture and report metrics across all dimensions (e.g., efficiency, effectiveness, risk)
Implement and optimize risk reduction measures to minimize risks to the continuity of IT services
Implement procedures to identify external influences that impact the BCP/DRP process
Include business and IT service continuity requirements in the BCP (office space, telephone and communications access, paper files and records)
Include BC and DR as part of the Change Management process to ensure that any changes in the infrastructure are reflected in the contingency arrangement provided by IT or third-party suppliers
Include details of activities to be undertaken when invocation is authorized under the BC/DR Plan
Install a no-break power system and regularly test
Include sufficient details in the BC/DR to enable a technical person not familiar with the IT service or system to successfully follow the procedures
Integrate various management structures into the roles for BC, enabling appropriate coverage and visibility and these resemble the structure that controls and facilitates continuity/recovery
Integrate, align and routinely maintain the IT service continuity plan and BCP
Integrate with Configuration, Asset, Change, Security, Problem, Budget, Contract and Contractor Management processes to produce or receive the following:
Approved Changes
IT Finance Management
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Incident Management
Problem Management
Business Continuity Impact Report
Configuration Reports
Configuration Verification and Audit Results
Contract Plan
Contractor Plans
Contractual Impact To Business Continuity
Draft Business Continuity Plan
Final Business Continuity Plan
Problem Incident Reports
Required Changes
Upgraded Configuration Report
Maintain a checklist to cover specific actions required during all stages of recovery activities
Maintain a list of key contacts, suppliers and resources
Make BC/DR plans available both in the office and at home and issue to key members of the crisis management team a short process aid, which they must keep with them at all times
Make information relating to various databases and supporting documentation readily available to the stakeholders
Make operational and manage appropriate stand-by arrangements for all high-availability components.
Measure BCM process efficiency and effectiveness
Optimize cost justifiable countermeasures/risk mitigation strategies
Optimize costs through innovation and integration for continuity of IT services
Optimize, fully understand and regularly test invocation policies and procedures
Perform regular availability requirements analysis
Prepare and present cost/benefit analysis of various business continuity strategies
Proactively detect and address potential availability risks
Proactively manage single points of failure and provide organizational support for their remedy
Document and implement procedures for distribution of plans to ensure that copies are available to key staff members at all times and that the latest version is in circulation
Provide formal training for continuous service processes
Rigorously maintain an inventory of critical systems and components
Schedule point-in-time (event driven) audits and tests of the BCP plan
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Specify and quantify the business costs of interrupted service
Take action on and incorporate the lessons learned from actual downtime incidents and test executions of the contingency plan
Understand potential impacts to business processes at a granular level resulting from system unavailability (i.e., metrics and reporting support)
Update the plan at least bi-annually
Use a skill matrix to plan shift changes and handover to ensure that available facilities function in an optimal level
Use a test lab infrastructure to enable a high-degree of scenario planning and statistical analysis
Use Service level agreements to raise awareness and increase co-operation with suppliers for continuity needs
Configuration Management
Align configuration data with vendor catalogues
Align vendor catalogues and configuration
Audit Configuration Management activities against the Configuration Management plans
Conduct audits before and after major IT changes, following recovery from disasters, at random intervals or in response to detection of unauthorized configuration items (CI)
Conduct regular audits to ensure only authorized CIs exist
Define configuration baselines and identify the minimum standard components and integration requirements, consistency and integration criteria
Ensure Configuration Management Plan covers the next 3 to 6 months in detail and outlines the following 12 months.
Ensure Configuration Management Plan includes details about the configuration management database (CMDB) and its relationships with other processes and third parties
Create a Configuration Management Plan that includes strategy, policy, scope and objectives
Consistently apply exception analysis, as well as physical verifications, and investigate root causes
Define a release management policy and deploy a system to enforce it
Define and document processes and operating assumptions
Define and implement a consistent process for documenting CIs across all technologies
Define and maintain configuration baselines that identify the minimum standard components and integration requirements, consistency and integration criteria
Define Enterprise Configuration Management guiding principles
Define Mission, Objectives and Scope (Charter) of the Configuration Management processes
Document, standardize and communicate procedures and working practices
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Ensure procedures cover housekeeping, license management, and archiving and retention periods for CIs
Establish accountable parties / owners for all configuration elements with clear responsibility for maintaining the inventory and controlling change
Establish an appropriate software library structure, addressing the needs of development, testing and production environments
Establish ‘zero tolerance’ for illegal software
Formally define the configuration process including the following:
Planning
Identification
Control
Tracking
Status accounting
Verification of CIs
Hold all details and relationship information about CIs in a single database which is not duplicated and is in a controlled environment
Identify key contacts, suppliers and resources
Implement an automatic distribution and upgrade process
Implement automated processes to load and update the CMDB where possible to reduce errors and costs
Maintain a single logical file store in a Definitive Software Library (DSL) for developed and purchased software
Maintain and make accessible configuration information based on up-to-date inventories and a comprehensive naming convention
Make available an automatic configuration detection and checking mechanism
Manage all infrastructure components within the configuration management system, which contains all necessary information about components and their interrelationships
Conduct management forecasts for repairs and upgrades that utilize analysis reports providing scheduled upgrades and technology refreshment capabilities
Obtain customer satisfaction feedback for each major configuration
Provide management with information concerning the achievement of targets and objectives set for Configuration Management and non-conformance to standards
Publish policy document to all department which contains at least the following key elements:
Scope
Definition
Roles and responsibilities
Lead times
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Exception processing
Principles
Documentation
CI storage information
Review the Configuration Management Plan at least twice a year
Segregate record keeping and physical custody duties
Database Management
Consistently use metrics and trending analysis for process improvement feedback
Coordinate DB Management and the business on metrics (e.g., business unit growth to table size growth)
Coordinate technical design reviews as a prerequisite to any database changes that require modifications to Data Definition Language (DDL) or a Database Definition Modification (DBD Generation); involve representatives for Database Support, Application, Operations, and Architecture (Technical Services) during the design phase, not just on the Change Control Board
Define and document processes
Define and implement a process to manage coordination between database and application code changes
Define and report expense of each database object with variance analysis and year to year improvement
Define baselines and thresholds and enable a dynamic (i.e., real-time) reporting model
Enable procedures that support a rapid and efficient planning, approval and initiation process covering identification, categorization, impact assessment and prioritization
Identify, capture, and report metrics across all dimensions (e.g., efficiency, effectiveness, risk)
Implement an independent process for verification of the success or failure of database change
Make available complete and up-to-date application and configuration documentation
Publish policy and profile documents to all departments, containing at least the following key elements:
Definition, players, timing, lead times, exception processing, and risk assessment procedure
Defined mission, objectives and scope of the Database Management process
List of key database vendors/suppliers, contacts, and resources
Enterprise database guiding principles
All Database Management policies
Relate metrics to service-level agreements (SLAs) with appropriate reporting mechanisms
Understand and define business needs with regards to runtime, response time, etc.
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Facilities Management
Align facilities strategy and standards with IT services availability targets and information security policies, and integrate with business continuity planning and crisis management
Conduct analysis at an enterprise level to determine facilities more suited to accept various types of new workload
Conduct routine analysis of problems:
Hot spot analysis
Surge analysis
Define a strategy and standards for all facilities, covering site selection, construction, guarding, personnel safety, mechanical and electrical systems, fire, lightning and flooding protection
Define and document facilities processes and operating assumptions
Define concise and up-to-date detection, inspection and escalation procedures and support through a training program
Define Facilities Management guiding principles
Define Facilities Management policies
Design the operational environment to support the following characteristics:
Continuous Access (24x7x365)
Dual power source equipment
Modularity and flexibility of base facility
Develop and maintain a long-term plan for the facilities required to support the organization’s computing environment
Develop plans for the entire organization, conduct regular and integrated testing and incorporate lessons learned into plan revisions
Document environmental and physical security requirements, and strictly control and monitor access
Document Facilities Management processes and workflows for the enterprise
Enforce preventive maintenance programs, including a strict adherence to schedules and regular tests for sensitive equipment.
Enforce strict adherence to preventive maintenance schedules and strict discipline in the housekeeping of facilities
Establish facility standards for IT use
Establish good relationships and information exchanges with law enforcement, fire and other local authorities
Implement and track a formal facilities and space forecasting sub-process with quarterly reviews based on changing priorities
Implement consistent processes for Facilities Management across all LOBs, technologies and locations
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Include retrofit of business area planning efforts (e.g., business-owned resources) as part of plan formulation
Integrate IT Facilities management tightly with corporate facilities management
Integrate physical security as part of facilities management planning
Locate primary single-story facilities in suburban locations
Mandate formal and required participation for all facility management process participants (including IT, facilities teams and business side)
Monitor and base physical access need-to-be and zoning principles, with identification authorization and exception procedures where needed
Monitor facilities using automated systems with clear tolerances and audit logs, closed-circuit television (CCTV) and intrusion detection systems where necessary, as well as through physical inspections and audits
Offer new options for provisioning of Facilities and Floor Space (e.g., on demand) to customers
Organizational structure and budget allocations evidence focus on maintaining a controlled computing environment
Plan, design and maintain data facilities to achieve the following performance and availability goals:
Facility redundancy
No single points of failure
Continuous maintenance/upgrade
Publish a policy document to all departments, containing at least the following key elements:
Scope, definition, players, timing, lead times, principles, and facilities plan/re-plan approach/methodology
Defined mission, objectives and scope of the Facilities Management process
List of key contacts, suppliers and resources
Routinely benchmark individual facilities against other sites
Support an “unmanned” monitoring and control environment for equipment rooms through specialized equipment
Monitoring
Conduct audits before and after major IT changes, following recovery from disasters, and at random intervals.
Conduct audits to ensure only authorized monitoring tools exist
Define and document processes and operating assumptions
Define and implement Infrastructure and Applications Monitoring architecture and strategy
Define and use anticipated and analyzed event correlation documents
Formalize training tools and process plans for all the people responsible for this process
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Identify and implement technology and/or task hand-off points/relationships for all service management processes.
Identify Infrastructure and Applications Monitoring Process definition and flow
Integrate process to process integration (including data-level integration) with all service management processes including formal integration with the following:
Storage Management
IT Finance Management
Service Request Management
Release Management
Asset Management
Ensure a comprehensive skills matrix is in place and kept up to date
Publish a policy document to all departments containing at least the following key elements:
Scope, definition, roles and responsibilities, lead times, exception processing, principles, documentation and monitoring information storage
Mission, objectives and scope of the infrastructure and applications monitoring process
List of key contacts, suppliers and resources
Enterprise Infrastructure and Applications Monitoring Guiding Principles
All Infrastructure and Applications Monitoring Policies
Review and update job descriptions annually for all the people responsible for this process
Standardize process for documenting Infrastructure and Applications Monitoring items across all technologies
Use automated forensic filtering
Use automation to monitor Infrastructure and Application items
Use consolidated Infrastructure and Applications Monitoring and Configuration Management Repositories across the entire infrastructure
Performance Management
Address performance issues at all appropriate stages in the system acquisition and deployment methodology
Agree to performance, reliability and maintainability targets for the IT infrastructure components that underpin the IT services
Agree to, measure and monitor required levels of performance to fully support Service-Level Management
Align performance plan with the capacity plan and publish with the capacity and business budgeting cycle
Apply Performance Management to internal and external suppliers that form the IT support organization
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Business relationship management (BRM) and performance management process owners work closely to establish and communicate performance thresholds and expectations.
Capture consistent and repeatable metrics
Carryout planned maintenance activities (e.g., preventative maintenance) to avoid failures, software/hardware upgrades to provide new functionality or additional capacity
Conduct "What if" analysis of higher performance levels in relation to cost
Conduct continuous improvement in performance processes
Conduct predictive performance problem identification
Conduct trend analysis showing imminent performance problems caused by increased business volumes, enable planning and avoidance of unexpected incidents
Customize and base communications for each audience on rich metrics not just events
Define and document processes and operating assumptions
Define and standardize procedures for incidents caused by capacity and performance failures
Define and understand the performance implications of IT service requirements for all critical business processes
Define policy-based objectives
Deploy performance technique details to provide additional infrastructure resilience to prevent or minimize the impact of component failure to the IT service
Develop and review a forward-looking schedule for the planned Service Outage Analysis (SOA) assignments
Document and demonstrate current service capability to users who request new and improved availability levels
Exchange information with Capacity Management to ensure that the performance plan takes into account trends in system usage
Exchange information with the service desk concerning end-user complaints or poor IT service performance
Identify defined roles at all levels with a process to update roles as organizational change occurs
Include performance requirements in all IT development and maintenance projects
Integrate with capacity planning management and production acceptance processes to produce or use the following:
Capacity Refinement
Capacity Report
Performance Results
Integrate with performance, problem, change and service request management processes to produce or use the following:
Change Management
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Incident/Problem Management
Configuration Management
Capacity Management
Monitoring
Business Continuity Management
Issue formal Requests for Change (RFC) to request service performance improvement measures
Make available performance, backup and recovery design criteria for each new or enhanced IT service
Map business systems to performance patterns:
Sub-second transaction response time
Collaborative
Decision support
Remote user
Batch
Perform dynamic (self-analyzing) tuning by application and cross-environments
Performance plan covers a period of 1 to 2 years with a more detailed view and information for the first six months.
Provide an end-to-end IT service delivery and end-user perspective
Provide real-time reporting primarily through the web portals or other forms of electronic viewing
Publish a policy document to all departments containing the following key elements:
Scope, definition, roles and responsibilities, lead times, exception processing, principles, and documentation
Mission, objectives and scope of the Performance Management process
List of key contacts, suppliers and resources
Performance Management guiding principles
All Performance Management policies
Review performance plan regularly with minor revisions every quarter and major revisions made every half year
Review performance, backup and recovery designs to provide additional resilience to prevent or minimize the impact on the business
Review technology infrastructure on a regular basis to take advantage of cost/performance ratios and enable the acquisition of resources providing maximum performance capability at the lowest price
Subject all IT components to a planned maintenance strategy to manage planned downtime
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Synchronize performance plans with the business forecasts and the operational plans and objectives
Train personnel to define threshold rules of thumb (ROT) for optimal performance
Translate business and user requirements of IT service performance into quantifiable performance terms and conditions to ensure that optimal usage and performance of IT infrastructure is achieved to deliver maximum benefit
Use a consistent Performance Management process to manage and maintain end-to-end performance for all workloads and environments
Use real-time IT performance metrics (balanced scorecards etc.) by BRM to gain end-user credibility
Task Management: Output Management
Conduct continuous review of output management deliverables to determine possible cost and/or media savings
Conduct planning on a quarterly basis (digital planning) and use scenarios, value cases, and ROI models
Define and document Output Process and operating assumptions
Establish and formalize central ownership and accountability for the IT Output Management Process
Formalize output management process participants (including IT, Output teams and business side)
Identify and define roles at all levels including a process to update roles as organizational change occurs
Identify and implement technology and/or task hand-off points
Identify Output Management process definition and flow
Integrate process (including data-level integration) with other operational (or business) processes
Make the operational process consistent for Output Management across all LOBs, technologies and locations
Offer new options for provisioning of Output Management (e.g., on demand) to customers
Publish policy document published to all departments., containing at least the following key elements:
Scope, definition, players, timing, lead times, principles, and Output plan/re-plan approach/methodology
Defined mission, objectives and scope of the Output Management process
List of key contacts, suppliers and resources
Output Management guiding principles
All Output Management policies
Ensure responsible personnel for this process are capable of participating in the following activities:
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Output evaluation (media and production)
Mailing integration
Bundling and Distribution
Supply Management
Review Output Management plans semi-annually and published a new plan to executive management and customers
Update Output Management forecast and obtain validation from the business/IT areas on a quarterly basis
Utilize a proactive forecast process for determining Output media requirements
Task Management: Job Scheduling
Analyze all problems and failures of the process to identify the root cause, and improve the process performance
Analyze all equipment jointly with the vendor for age and malfunction symptoms to make operational a preventative maintenance approach
Assigned resources responsible for this process are capable of participating in the following activities:
Output evaluation (media and production)
Mailing integration
Bundling and Distribution
Supply Management
Assigned resources responsible for this process have an Output Management background providing them with the expertise in:
Mailing integration technologies
Operating Distribution Software
Automate to a high degree operational tasks
Conduct formalized and ongoing training as part of career development and process improvement
Conduct retrofit of business area planning efforts (e.g., business-owned resources) as part of plan formulation
Confine input and output handling to the identified users
Control processes support an efficient approval of changes to job schedules
Define a formal Job Scheduling process including categorization, prioritization, emergency procedures, change authorization, and release management
Define and assign computer operations and support responsibilities
Define and document processes and operating assumptions
Define and enforce service support agreements with vendors
Define and implement job descriptions for:
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Scheduling Coordinator
Workload Analyst
Define and make operational a process to manage co-ordination between scheduling and monitoring processes
Define and make operational strict acceptance procedures for new job schedules, including documentation delivery
Define operations instructions according to agreed upon standards that include clear cut-off and restart points
Document and communicate schedules and tasks both internally to the IT function and to the business client
Establish and monitor formal maintenance and service agreements with vendors
Evaluate and optimize workload balancing options across all platforms on a consistent basis
Execute regular reviews of actual vs. scheduled run times (not just for crisis situations)
Formalize output management process participants (including IT, Output teams and business side)
Identify all regularly submitted critical jobs in a production schedule
Identify and implement technology and/or task hand-off points
Identify, define and document roles for the process at all levels including a process to update roles as organizational change occurs
Implement and make operations a single internal report bundling software solution across platforms
Implement and track a formal Output forecasting sub-process with quarterly reviews based on changing priorities
Implement rationalization and standardization of systems management tools
Integrate job scheduling processes at an Enterprise level with processes listed in Levels 3 and 4
Integrate job scheduling processes at the operating platform level with:
Performance Management
Capacity Management
Service-level Management (SLM)
Production Control
Production Acceptance
Monitoring
Problem and Incident Management
Business continuity
BRM and SLM for reporting
Integrate Output Management process with business planning process
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Integrate Output Management with change management and service request management
Integrate process (including data-level integration) with other operational (or business) processes
Make available complete and up-to-date application and configuration documentation
Make operational a consistent process for Output Management across all LOBs, technologies and locations
Make operational a rapid and efficient planning, approval, and initiation process for job schedule updates
Make operational preventive maintenance schemes
Make process consistent across all known platforms with all exceptions handled via a documented exception process including appropriate process review to identify root cause
Offer new options for provisioning of Output Management (e.g., on demand) to customers
Publish policy and profile documents to all departments, containing at least the following key elements:
Definition, players, timing, lead times, exception processing, and risk assessment procedure
Mission, objectives, and scope of the Output Management and Job Scheduling process
List of key contacts, suppliers and resources
Output Management and Job Scheduling guiding principles
Job Scheduling and Output Management Process policies
Record and report events and completed task results to management
Re-engineer operational processes to work effectively with automated tools
Resource expert-level scheduling co-coordinators and workload analysts well versed in the selected automated scheduling products and workload simulation tools at the enterprise level
Resource Job Scheduling process participants (schedulers and workload analysts) on each platform based on full-time equivalent (FTE) resource requirements
Review and update Job Scheduling Process on a regular basis to keep in line with best practices
Review Output Management plans semi-annually and publish new plan to executive management and customers
Schedule all production jobs in accordance with the defined process
Standardize each platform around the same basic set of scheduling processes to enable a higher degree of schedule integration
Submit special request or no fixed scheduling criteria jobs through production control either via user's request or by the users themselves
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Support operations with resource budgets for capital expenditures and human resources
Understand and document the business needs with regards to runtime
Update the forecast process and validate with the business areas on a quarterly basis
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Data Center Service LevelsThe following chart depicts the level of service provided for Data Center Services. These service-level targets are the basis for negotiated service-level agreements (SLAs) with the business units.
Table 1. System Availability
Service Level Description Objective Target Metric
Mainframe OS and Subsystems
Per System Availability Sun.–Sat., 0000–2400 99.99%
Unix Production Servers Per Server Availability Sun.–Sat., 0000–2400 99.99%
AS/400 Production Servers Per Server Availability Sun.–Sat., 0000–2400 99.99%
Windows Production Servers (Critical)
Per Server Availability Sun.–Sat., 0000–2400 99.99%
Windows Production Servers (Non-critical)
Per Server Availability Mon.–Fri., 0400–1900 99.5%
QA/Test Systems and Servers Per Server Availability Mon.–Sat., 0400–1900 99.5%
Development Servers Per Server Availability Mon.–Sat., 0400–1900 99.5%
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Table 2. Batch Processing
Service Level Description Objective Target Metric
Scheduled Production Batch Per Scheduled Time Complete core jobs per approved schedule 99.50%
Demand Production Batch Response Time 20 minutes to initiation from receipt of request 95%
Set up or modify job scheduler definition and dependencies
Response Time Next Business Day (all daily requests) 98%
One-time schedule change for existing scheduled jobs
Response Time 2 hours (all daily requests) 98%
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Table 3. General Administrative Functions
Service Level Description Objective Target Metric
Set Up/Modify End-User ID or Authorization changes.
Response Time:
1–5 User IDs
6–10 User IDs
>10 User IDs
Objective:
2 Business Days 3 Business Days Per agreed-on time
95%
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Table 4. System Administration
Service Level Description Objective Target Metric
Advise need to allocate additional processing resources based on pre-defined parameters and observed growth patterns
Proactive monitoring and reporting of need to increase capacity
Sustained average daily CPU utilization approaches 70% of installed processor capacity—Inform within 1 Business Day
99%
On-Demand CPU Processing capability change requests
Elapsed TimeIncreases/decreases of 20% of baseline CPU processing capability within 2 days
99%
Advise need to allocate additional storage resources based on pre-defined parameters and observed growth patterns
Proactive monitoring and reporting of need to increase capacity
Total monthly storage capacity utilization measured in GBs used approaches 80% of installed capacity—Inform within 1 Business Day
99%
On-Demand disk storage capacity change requests
Elapsed Time
Increases/decreases of 10% of installed storage capacity within 7 Business Days of request/approval
If owns the assets, then metric is within 7 Business Days of delivery of equipment to data center
99%
System security requests (RACF, ACF2)
Response Time Next Business Day 99%
Deploy service/security patches/antivirus updates necessary to fix/repair environment vulnerabilities
Response TimeSame Business Day as signoff, subject to agreed-upon Change Management procedures
99%
Restore of production datasets from on-site backups (non-DR)
Time to initiate restore Initiated within 20 minutes of request 95%
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Table 5. Server Software and System Refresh
Service Level Description Objective Target Metric
Notification of vendor Software upgrades and new releases
Response Time Within 30 days after Software vendor announcement 95%
Completion of implementation of service packs and updates to “dot” releases
Response TimeWithin 60 days following approval, or as otherwise mutually agreed
95%
Completion of implementation of version or major release updates
Response TimeWithin 120 days after approval, or as otherwise mutually agreed
95%
Refresh for midrange servers (Windows)
Response TimePopulation age greater than 3 years old based on business unit approval
95%
Individual patches and requisite patches per database
Elapsed TimeSame Business Day as signoff, completed within Availability SLRs
95%
Table 6. Restore
Service Level Description Objective Target Metric
Restore Requests for production data
Response Time
Data 1 week old or less
Commence restore within 3 hours from request (assumes data are being restored from copies of on-site backups)
100%
Restore Requests for recovery of test data or data volume backups
Response TimeData 1 week old or less
Commence restore within 8 hours from request (assumes data are being restored from copies of on-site backups)
100%
Restore Requests for recovery of data or data volume backups
>1 week old Commence restore within 3 Business Days 100%
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Data Center Services PricingThe following table describes the Data Center Services and the pricing for customary and premium services. Pricing for premium services will be on a case-by-case basis, based on business unit needs.
Table 7. Mainframe
Customary Mainframe Service Pricing
Service Description Monthly Price Comment
Disaster Recovery Services Regaining access to data, hardware and software necessary to resume, at a minimum, critical business operations
Fixed Monthly Charge
Mainframe CPU – MVS (z/OS) Maintaining operations in accordance with defined service level
Per installed MIP
Mainframe CPU – TPF Maintaining operations in accordance with defined service level
Per installed MIP
SAN Storage Maintaining operations of remote storage devices in accordance with defined service level
Per allocated terabyte
Tape Backup Maintaining backup operations in accordance with defined service level
Physical mounts
Tape Backup Maintaining backup operations in accordance with defined service level
Per tape
Table 8. Midrange
Customary Midrange Service Pricing
Service Description Monthly Price Comment
Disaster Recovery Services Regaining access to data, hardware and software necessary to resume, at a minimum, critical business operations
Fixed Monthly Charge
Solaris Servers Maintaining operations in accordance with defined service level
Price per Server
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Customary Midrange Service Pricing
Service Description Monthly Price Comment
AIX Servers Maintaining operations in accordance with defined service level
Price per Server
WINTEL Servers Maintaining operations in accordance with defined service level
Price per Server
VMWare Maintaining operations in accordance with defined service level
Price per Virtual Host
AS400 Maintaining operations in accordance with defined service level
Price per Server
SAN Storage Maintaining operations of remote storage devices in accordance with defined service level
Per Allocated Terabyte
Tape Backup Maintaining backup operations in accordance with defined service level
Physical Mounts
Tape Backup Maintaining backup operations in accordance with defined service level
Per Tape
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