enterprise technology services 2010 service catalog

Enterprise Technology Services

FY10 IT Service Catalog

Mission: To provide a robust and secure information technology infrastructure

together with enterprise services that support state agencies’ business needs.

27-Jan-10 ETS FY10 Service Catalog 1

Table of Contents Service PageAbout ETS………………………………………........................................ 3

Information Please …………………………………………………………. 4 Backup & Recovery Services……………………..………………………. 5 Database Administration……………………..……………………………. 6 Data Center Operations & Facilities…………………..………………….. 7 Desktop Support for Department of Administration (DOA)……………... 8 Enterprise Applications…………………………………………..………… 9 Hosting Services…………………………………………………............... 10 Mainframe Services…………………………..…………………..………... 11 Network Services (including SATS)……………………….……………… 12 Procurement ………………………………………………………………... 13 Project Management Office……………………………………………….. 14 Security ……………………………………………………………………… 15 Service Desk ……………………………………………………………….. 16 Task Order System…………………………………………………............ 17 Telecommunications…...…………………………………………………… 18


About ETS The Division of Enterprise Technology Services (ETS), provides core information technology services to all state agencies. It provides the network infrastructure as well as the hardware, software, and enterprise services for departments to run their businesses. Statewide applications and services are centralized in ETS to provide economies of scale, ensure security and integrity of state information, and improve employee productivity by offering common user systems. ETS is committed to excellence in customer service, providing those quality IT services that customers need and want at the lowest possible cost.

Services ETS Provides

• 24 x 7 operations • Paging • Backup and recovery • Security: access, identity & threat management • Custom printing • Server Hosting • Data center facilities • State of Alaska Telecommunications System (SATS) • Database Administration • Task Order System Management • E-mail and calendaring • Technical support and consulting • Enterprise Applications • Telephony • Enterprise Service Desk • Two-way Radio Services • Mainframe Services

• Web Services • Network – data, voice, and video • Wide area network (WAN), including Internet

ETS Statistics: For more information, contact:

FY10 Budget = 39.3 million Director: Anand Dubey [email protected] (907) 382-3512

Dep. Director: Jim Kohler [email protected] (907) 723-9686 Total FTEs = 126 Dep. Director: Jan Moyer [email protected] (907) 465-5169


Information Please

� To request services or to report problems:

888.565.8680

�To request services or report a problem using USD:

http://helpdesk.state.ak.us/CAisd/pdmweb.exe

� For more information, please contact:

[email protected]

� FOR DOA Desktop Support requests or problems:

Contact JNU DOA-IT staff: 907.465.2099

Contact ANC DOA-IT staff: 907.269.2099


Backup & Recovery Services ETS offers centralized backup and restore services for distributed servers and desktops via Tivoli Storage Manager (TSM). TSM servers and onsite data storage are located in the Juneau and Anchorage ETS Data Centers. Offsite copies of all the onsite data are encrypted and stored in other locations. All backups are stored and transported in a secure manner. The customer can recover lost or damaged files at any time. The TSM backup system is suitable for remote areas with low-bandwidth connections.

What ETS Provides

• 24 x 7 Technical support • Customer configurable • Media management (tape refresh) • Tape backup over the WAN • Scheduled, reliable service • Secure storage • Redundant, offsite copy • Standard client agent • Technical consulting

Rates

Monthly Unit FY 2009 FY 2010

Tivoli Storage Manager Gigabyte $ 3.15 $ .4026

Major Investment Costs

• Backup/recovery and monitoring software • Hardware acquisition, maintenance, and upgrades • Storage area network (SAN) hardware • Offsite storage and transport

Service Optimization Tips

• Adjust file retention for TSM clients to reduce storage consumption

• Back-up critical files on a daily basis • Purge unused data • Tune ‘include/exclude’ list to backup only required files • Use RAID-5 technology where possible to reduce raw storage

requirements

For more information contact:

888.565.8680


Database Administration Services Database Administration Services (DBS) provides centralized database administration support and software installation/maintenance support for ADABAS and DB2 on the z/OS mainframe platform. Additional support is provided at differing levels for databases on distributed platforms, such as DB2 for Windows, Tamino XML Server, MS SQL Server and Oracle. ETS database administrators keep the database instances available, secured, tuned and recoverable. Software installation, maintenance and technical support is also provided for products associated with the Natural application development environment, the Predict data dictionary and the EntireX Communicator/Broker middleware.

What ETS Provides Major Investment Costs

• 24 x 7 database support • Software licensing and maintenance • Software installation and maintenance • Performance monitoring and tuning Service Optimization Tips• Backup and recovery • Database administration and security

• Modernize, replace, or discontinue old applications • Technical consulting • Establish archive and/or purge criteria to minimize • Tamino XML Server database administration

storage requirements and reduce processing time • Tune applications to process more efficiently Rates

Service Unit FY 2009 FY 2010 ADABAS (prime time) CPU Second $0.0810 $0.0760

DB2 (prime time) CPU Second $0.1154 $0.1256

Tamino XML Hosted DB / year

$15,000 $15,000

Prime time is 8:00 am to 5:00 pm.

Non-prime time rates are 33% lower than prime time rates.


888.565.8680 27-Jan-10 ETS FY10 Service Catalog 6

Data Center Operations & Facilities Data Center Operations & Facilities provides 24 x 7 x 365 staffing for operations of systems, network infrastructure, environmental monitoring and control. It also manages facilities that feature secured, raised-access flooring, environmental air conditioning for optimum computer hardware operating temperature, uninterruptible power supply (UPS) and power conditioning systems, emergency backup generator power, and fire suppression for equipment protection.

What ETS Provides

• 24 X 7 operational monitoring • Batch job processing & event management • Customer-managed server facility housing • High speed laser & cut sheet printing • Job scheduling support • Online report viewing & printing services

Rates

Service Unit FY 2009 FY 2010 Customer Server facility housing

Sq Ft / Month $15.48 $30.52

Laser Printing Per Foot $0.0680 $0.0625

Cut Sheet Printing Per Page $0.0651 $0.0623


• 24 x 7 staffing costs • Building lease costs • Electrical system upgrade & replacement costs • Environmental air conditioning equipment

replacement, installation & maintenance costs • Power installation, upgrade & maintenance costs • UPS / Generator equipment replacement,

installation & maintenance costs


888.565.8680


Desktop Support for DOA The Department of Administration IT desktop support unit, known as DOA-IT, is the core service area in ETS that provides desktop support to all agencies within the Department of Administration.

What ETS Provides

DOA Standard Desktop Support:

• Install and maintain DOA desktops consistent with licensed software, LAN, and printer requirements

• Troubleshoot DOA Standard desktop PCs for memory, O/S, and other problems for optimum operation

• Install and maintain LAN and DOA Standard desktop PC

applications

LAN Support: • Install and maintain LAN file and print servers • Install and maintain LAN services such as printers and

scanners

• Develop and implement data recovery method(s) • Control access to information and users' ability to edit files,

consistent with security requirements • Create and maintain new LAN user accounts • Ensure users’ ability to reach all LAN services, such as

applications and printers

Planning/Consulting: • Application consulting, utilization and configuration review • Data extracts • Develop automated software application installation methods • Test software applications to ensure compatibility • Assist with procurement specifications


•Trained personnel • Software licensing and maintenance of Enterprise

applications

Rates DOA-IT charges are funded through Inter-Agency Receipts from DOA divisions based on node count per division

For DOA employees to report problems,

request service, or ask questions, call:

Juneau : 907.465.2099

Anchorage: 907.269.2099


888.565.8680


Enterprise Applications ETS manages and supports many applications that are enterprise in nature and are available for all agencies to use.

What ETS Provides

• Bank Reconciliation Reports • Collaboration software • Credit card processing • Directory Services (LDAP, MIIS & Active

Directory) • eCommerce address verification • Electronic distribution list management • Electronic Funds Transfer (EFT) • E-mail and Calendaring • Employee Directory and White pages • Interactive Voice Response (Tier) • Internet Support (DNS, FTP, DHCP, Google

Search) • Mobile device support • myAlaska and eSignature • Online report viewing • Software Bug tracking


• Personnel with expertise in programming, administering, and maintaining applications

• Software subscription fees and maintenance


• eCommerce single sign-on through myAlaska • Increase usage of web services for economies of scale and

increased security • Single sign-on capabilities through Active Directory

Rates Enterprise Applications charges are included in the monthly Computer Enterprise Productivity Rate (EPR), based on the number of FTEs in the department.


888.565.8680


Hosting Services Hosting Services manages the State’s centralized, non-mainframe IT infrastructure. This infrastructure includes non-mainframe server hosting for a mix of Windows and Solaris servers. The application owner has full responsibility and administrative control over the hosted application. ETS manages the hardware platform OS, patching, security, and backups only. Also available are shared, reliable, scalable, and affordable web-hosting services together with shared MS SQL server hosting services.


• 24 x 7 technical support to direct customers only • Software subscription fees and maintenance • Automated OS patch management • Hardware acquisition, replacement and • Backup and Recovery* maintenance • Different sized servers to meet needs • Monitoring tool for application monitoring Service Optimization Tips• OS installation, administration, and maintenance • Secure Data Center with environmentals • Use shared web and database services • Shared environments for Web and Database • Use standardized hardware and software • System monitoring / performance tuning • Technical consulting • Terminal Services on hosted servers

Rates Annually Unit FY 2009 FY 2010

Economy Server $ 4,379.41 $ 4,431.45

Versatile Server $ 5,255.29 $ 5,317.74

Performance Server $ 7,356.27 $ 7,443.69

Shared Hosting Web & Database $ 1,576.59 $ 1,595.32


888.565.8680

*Additional charges may result, dependent on data volume backed up.


Mainframe Services ETS provides an IBM mainframe with z/OS operating system and 3rd party software. Mainframe software includes ACF2 Security, CICS, TCP/IP network, and databases (ADABAS and DB2). Applications running on the mainframe include Department of Administration (accounting, payroll, DMV), Department of Public Safety (APSIN), Department of Natural Resources (Land Administration System), Department of Revenue (Child Support Enforcement), Department of Health & Social Services (Eligibility Information System), Department of Labor (Unemployment Insurance, Tax, Employment Security).

What ETS Provides • 24 x 7 technical support • Automated batch job scheduling • Automated Tape Library and Virtual Tape System • Disk and tape storage • Hardware/software installation and maintenance • Offsite disaster recovery site • Secure Data Center • System monitoring and performance tuning • Technical consulting

Rates for Service Unit FY 2009 FY 2010

Batch (prime time) CPU Second $ 0.0564 $ 0.0379

CICS (prime time) CPU Second $ 0.0751 $ 0.0575

IP/LU Dedicated Connection for unique VTAM.SNA requirements

New / move $ 50.00 $ 50.00

Disk Storage MB per day $ 0.0024 $ 0.0012

Tape Storage Tape per day $ 0.0210 $ 0.0482

Major Investment Costs • Hardware acquisition, replacement and maintenance • Software licensing and maintenance

Service Optimization Tips • Establish archiving and/or purge criteria to minimize

storage requirements and processing time • Tune applications to process more efficiently • Update, replace, or discontinue old applications • Use up-to-date business logic

Prime Time is 8:00am to 5:00pm.

Non-prime time rates are 33% lower than prime time rates.


888.565.8680


Network Services Network Services (NET) provides network resources and internet access for state government and partner agencies. These services include network monitoring and problem management, together with application availability. NET also manages the statewide technology backbone providing digital connectivity for voice, data and video transmission. A portion of this backbone is a system of copper, fiber and point-to-point microwave communications, the State of Alaska Telecommunications System (SATS). It connects over three hundred sites primarily located along the main road systems from Fairbanks to Kodiak and Cordova. Within and between the major cities and rural communities, SATS carries a variety of customer traffic including all voice, data and video traffic between Anchorage and Fairbanks.

Nearly all data and phone transport in state government is routed onto ETS’ managed Wide Area Network (WAN) infrastructure. NET designs, orders, contracts, implements and operates the State WAN. Network points-of-presence (POPs), serving over 422 locations in the State, provide the basic infrastructure for all communications within the SOA and its agencies. Operationally, NET addresses lifecycle upgrades for aging infrastructure and works with agencies to meet future technology requirements. Upgrades replace core cabling, routers & switches, increasing bandwidth (circuits) and implementing new network management tools. NET provides internet bandwidth with entry points both in Juneau and Anchorage.

What ETS Provides Major Investment Costs • 24 x 7 Network Control Center, and SATS management • Access circuits from communication companies • Equipment maintenance and support • Building wiring, SATS towers, power generation, shelters and environmentals • Internet access through multiple service providers • Software to manage, monitor, and plan capacity, including fees • Management of routers, switches, and firewalls • Equipment replacement and upgrades, system monitoring and tuning • Network design, monitoring, capacity planning, and trouble- • Technologies, including wireless and Voice over Internet Protocol (VoIP)

shooting • Site land leases • Redundant backbone networks in JNU, ANC, and FAI • Technical consulting Service Optimization Tips • Spectrum Management • Plan large moves or changes at least 45 days in advance

• Submit work order to disconnect unused data jacks Rates Additional Optional Rates Network Services charges are included in the monthly Telecom-munications EPR, based on the number of positions in a department; however, SATS O&M is paid with General Funds.


888.565.8680

Service Unit FY 2009 FY 2010

WAN connection from Connection / $ 100.00 $ 100.00 outside State WAN (VPN) Annually

WAN connection when Connection / $ 500.00 $ 500.00 doing business for the State Annually (sponsored agency)


Procurement

ETS Procurement and Contracting assists customer agencies with Information Technology (IT) -related procurements by establishing (and in some cases, administering) contracts for IT commodities and services. Technologies include wired and VoIP telephony, video- and audio-conferencing, 2-way radio, tele-communications towers and repeaters, wireless mobile telephony, network infrastructure, managed hardware hosting and Service Desk support.

What ETS Provides • Purchasing assistance • Coordination • Contract establishment and administration, • Consulting for IT-related commodities -- core tele-

communications services equipment, network

infrastructure

Telecommunications Services Equipment • VoIP Telephony • 2-way Radios • Mobile Devices For more information contact:

Network Infrastructure • Cisco Routers, Switches • Repeaters 888.565.8680 • Communication Towers


Project Management Office The Project Management Office (PMO) implements and supports project management standards and methodology to facilitate ETS’ ability to effectively deliver quality projects on-time and on-budget. The PMO’s primary objectives are to improve divisional project management performance, integrate project management into the organization and implement consistent, formalized project management.


• Professional Project Managers • Software tools • Centralized management of projects • Trained personnel • Consistent and reliable project reporting and tracking • Focus on successful project delivery • Project Methodology and Supporting Tools • Project Control and Oversight • Process to support prioritization and business value

realization

Rates For more information contact:

The PMO charges are currently absorbed either by 888.565.8680projects managed or included as a component of Indirect Management costs.


Security Services The State Security Office develops, recommends and enforces the security strategic direction, policy, procedures, standards, and solutions to protect the State’s information assets and telecommunication systems from damage resulting from failures of confidentiality, integrity, or availability. To achieve this end result, the State Security Office recommends, implements and enforces cost effective policies, tools and solutions based on security best practices. It applies solutions and resources in a defense-in-depth, multi-layered structure to deter, monitor, report, audit, and prevent failures resulting from known and unknown threats and vulnerabilities.

What ETS Provides

• 24 x 7 Threat Monitoring, Analysis and Response • Encryption Solutions • Facility Security • Forensics Analysis • Host-based Protection Solutions • Incident Response and Remediation • Information Classification, Handling and Labeling • Malware Protection • Risk, Threat and Vulnerability Assessments • Security Awareness and Training • Security Design and Planning • Security Technical Consulting Rates

Security charges are allocated across all ETS cost centers.


• Hardware acquisition, replacement and maintenance • Software subscription fees and maintenance • System as well as application threat monitoring


• Maintain current Antivirus, Cisco Security Agent

(CSA), patches and other protection solutions on

all workstations and servers

• Stay current on software releases


888.565.8680


Service Desk ETS’ Service Desk is the first point of contact for State of Alaska customers to report problems, request service, or ask questions. Trained staff are available to walk customers through a series of trouble-shooting tasks to resolve issues or direct the caller to the correct contact who will assist the caller as needed. (NOTE: this mayinclude directing callers to staff in other departments) The Service Desk staff works with the GCI Service Center for telecommunications issues (voice, data and video).

What ETS Provides • Full service staff, 8 AM to 5 PM, workdays

• Blackberry Support • Customer Notifications • Mainframe Logon ID and Password Resets

• Management of the Service Desk (USD) Tool • myAlaska first level support • Problem-reporting coverage 24 x 7 • Technical call-out on critical services • Teleconference Scheduling • VPN Access for Staff and Sponsored Staff

Rates Service Desk charges are included in the monthly Computer EPR and the Telecommunications EPR (charged at one-half each), both of which are based on total FTEs in a department.

Major Investment Costs • Call Center software • GCI Service Center contract • Service Desk Software • Software installation and management

To report problems, request service, or ask questions call:

888.565.8680

For more information contact: [email protected]


Task Order System

The Task Order System allows Executive Branch Agencies to quickly contract with qualified IT Professional Services providers at attractive hourly rates. The wide variety of available technology categories include Data Center Consulting, IT Management Consulting, IT Procurement and Grant Services, Mainframe Host Systems and Application Programming Support, Mid-range Systems Support, Security Consulting, Specialized Server and Middleware Administration, Distributed Applications analysis, design and programming, Document and Content Management, GIS, Project Management and Quality Assurance.

What ETS Provides • Full service staff, 8 AM to 5 PM, workdays • Category assignments • Mini-proposal coordination • Resume reviews • Task Order process facilitation • Vendor issue coordination and problem resolution

For more information contact: Rates ETS Service Fees are $490 plus 1% of the Task Order cost. 888.565.8680


Telecommunications: Telephony Telecommunications encompasses all telephony, 2-way radio, paging, audio- and video-conferencing services. The Juneau, Anchorage, and Fairbanks telephone environments have converged with the ETS data network service. Voice over Internet Protocol (VoIP), also known as Internet Protocol Telephony (IPT), will be the sole technology providing SOA telephony services (dial tone) over Internet Protocol in this converged environment. VoIP technology will result in significant savings to the state by reducing redundant infrastructure costs and long distance toll charges. Some portions of the state voice and video traffic are routed over State of Alaska Telecommunications System (SATS).

What ETS Provides

Juneau, Anchorage & Fairbanks:

• Computer/Telephony systems and features; Voice mail, Integrated Voice Response (IVR), Automated Call Distribution (ACD) services, recorded announcement (RAN) systems, predictive auto dialers and other features

• Local phone service (dial tone) & handset feature

programming

• Telephone handsets at cost: VoIP, Cell or Satellite • Telephone system (Call Manager) & call routing

Statewide & Rural: • Paging services • Cell & satellite phones • Contracts for telecommunications installation, repair

services

• Facility-based structured cabling and data/phone system, environmental design quotes

• Long distance calling plans for cards • Technical consulting and support • 2-way radio services (ALMR & Conventional)

For more information contact: 888.565.8680


• Computer integration to telecommunications systems infrastructure and support

• Diagnostic equipment • Lines (Circuits) from your office to telecommunications companies • Maintenance and support of voice servers • Software to manage, monitor, and plan capacity • Telecommunications consulting & support

Rates Service Unit FY 2009 FY 2010

VOIP Per Line / Per Month $ 33.52 $ 39.07

Cell Phone Various Models 1X Cost 1X Cost

Cell Plan Per minute: state/national See Plan See Plan

Satellite Phone Multiple styles available 1 X cost or lease 1 X cost or lease

Satellite Plan Variations such as pager $0.70/min $0.70/min


Telecommunications: Other Svcs. Telecommunications encompasses all telephony, 2-way radio, paging, audio- and video-conferencing services. Also included are the Alaska Land Mobile Radio (ALMR) services that run over the State of Alaska Telecommunications System (SATS).

What ETS Provides

• Audio- & video-conferencing setup, service • Broadcast paging • Intercom • Paging • Two-way radio • Technical consulting & support • ALMR:

•Management and support of ALMR connectivity on SATS infrastructure; with shared management and support with federal and local agencies.

•Installation of equipment for state agency use* •Technical consulting on radios and their use*

NOTE: ALMR services are charged on an hourly basis through USD,


• Diagnostic equipment • Hardware • Maintenance and support of pagers, radios, audio- & video-

conferencing equipment • Technical consulting

Rates – Video-conferencing is included in the monthly Telecommunications EPR.

Service Unit FY09 FY 2010 New Pager Each Pager $ 150.00 $ 150.00

Set-up/Activation 1 X Charge Per Pager $ 60,00 $ 60.00

Paging Service Per Month $ 10.76 $ 9.81

Service Fee Each Pager $ 25.00 $ 25.00

Audio-conference Long distance charges may apply $ 35 set-up fee $35 set-up fee


888.565.8680


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