IT Service Catalog

Instructions
1. Save the IT Service Catalog under a new name before entering initial data
2. Review & complete all relevant sections in the template
3. Remove Service Groups that are not relevant; add additional Service Groups (if required)
4. Ensure service reference numbers are coded and accurate for use in IT agreements
5. Replace or remove all colored text from the final draft of this document
- Replace or remove all text in blue (recommended required fields)
- Replace or remove all text in green (examples only)
- Remove all text in orange (instructional /informational)
6. Consult appropriate Service Provider(s) to document available and appropriate IT services
7. Reformat all final text to black
8. Remove this page before finalizing draft document
IT Service Catalog

Overview
Welcome to the ETS IT service catalog outlining 2006 IT service offerings. The following information explains the
technology products and services offered to IT customers and related service charges for FY06.

This IT Service Catalog documents the services provided to IT customers as part of the Service Level Management
(SLM) process and provides relevant details including service attributes and pricing. The catalog is an attempt to
form a basis for IT awareness of IT service provisioning with the objective of transitioning IT as a cost center to a
value added partner.

There have been no mandatory requirements relative to the attributes of this IT Service Catalog, including pricing.
Attributes such as pricing may be added after further maturity of the Service Level Management process.

Version Author Date Description

The ETS IT Service Catalogue available for development of User Level
V1.0 Hoffman 6-Jul Agreements.
Service Ownership
# Service Category Service Owner(s) Contact
1 Server Administration Services ETS Mid-Tier April Smith
2 Database Services ETS Database Rodney Mitchell
3 IT Client Services ETS Mid-Tier April Smith
4 Networking Services ETS Network John Monagle
5 Telecommunications Services ETS SATS Steve Eason
6 Utility Hosting ETS Operations Dennis Hoffman
7 Data Center - Production ETS Operations Dennis Hoffman
Support
8 Data Center - Server/Database
ETS Operations Dennis Hoffman
Hosting
x <template> <Service Owner> <Contact Info>
… … … …
 Service Category: Server Administration Services
Service Description: Service support and delivery of standard/approved servers and associated components /
devices.

Ref# Service Contact Service Definition Base Level Services Services Not Included Service Availability Service Charge(s)

1.1 Server Build <Contact> Server hardware and - Initial hardware setup - Non-standard or undocumented devices Normal business (Negotiated
software installation, - Operating system installation - Unregistered devices per CMDB entity listing hours (9x5) M-F, 8:00 purchase cost for all
configuration and pre- - Server build / image install - Servers and/or related components not a.m. - 5:00 pm, U.S. hardware, software
deployment testing for - Standard software installation covered by an active Service Level or AK Time and associated
development, quality - Environmental equipment installation Operating Level Agreement (SLA/OLA) components (-see
assurance and production - Security and compliance review Vendor server
servers in the IT Data - Server component configuration pricelist)
Center.

1.2 Server Maintenance <Contact> Maintenance and support of - Patch management (based on standard - Non-standard or undocumented devices 24x7x365 for To be negotiated
and Support server(s) and server related monthly Risk Analysis). - Unregistered devices per CMDB entity listing registered IT
component(s). - Operating system upgrades and revisions - Servers and/or related components not Customers and
based on the IT policies. covered by an active Service Level Configuration Items
- Relevant component upgrades and/or Agreement (CIs)
changes based on IT policies. - Non-standard server component installation
and/or configuration

1.3 Server Backup <Contact> Server Backup Management - Management of all server backup - Off-site storage beyond five (5) fiscal years Normal business To be negotiated
Management includes offsite media hardware and software of data hours (9x5) M-F, 8:00
management including - Daily server operating system / file system - Backup Management services for personal a.m. - 5:00 pm, U.S.
system administration backups computing systems AK Time
associated with backup - Database backup services
storage software and
associated devices.

1.4 Server Recovery <Contact> Server Recovery - Management of all server restoration - Recovery Management services for personal 24x7x365 for To be negotiated
Management Management includes offsite hardware and software computing systems / devices registered IT
media management - Server image and/or file system(s) - Database recovery services Customers and
including system restoration Configuration Items
administration associated (CIs)
with backup storage
software and associated
devices.

Global backup and recovery

process development,
implementation and
administration based on IT
policies and baselines.

1.5 Server Performance <Contact> Performance Management - Automated monitoring of server thresholds - Non-standard or undocumented devices Normal business To be negotiated
Management includes monitoring and - Automated reporting of server anomalies - Unregistered devices (full CMDB listing hours (9x5) M-F, 8:00
notification of servers to - Automated Service Desk notification required) a.m. - 5:00 pm, U.S.
ensure continuous IT - Devices not covered by an applicable AK Time
service. Service Agreement
1.6 Server Vendor <Contact> Manage relationship with - Central point of contact for - Vendors not covered under an active UC Normal business To be negotiated
Management vendor(s) for server products company/vendor relationship management hours (9x5) M-F, 8:00
and related issues. - Initiate / renew contracts and maintenance a.m. - 5:00 pm, U.S.
agreements AK Time
- Manage license compliance
- Create purchase orders and approve
payment of invoices
- Underpinning contract (UC) negotiation
and facilitation
 Service Category: Database Services
Service Description: Service support and delivery of database services for approved IT
applications.

Ref# Service Contact Service Definition Base Level Services Services Not Included Service Availability Service Charge(s)

2.1 Database Planning <Contact> Advisory services for internal - Assist with database designs Database installation, N/A Negotiated by
and Advisory Services planning related to logical based on project requirements configuration, maintenance, Business
and physical database - Assist project teams with Entity support and/or performance Relationship
design projects. Relationship Diagrams (ERD) management services Manager (BRM)
- Assist development team(s)
with database design and
performance planning

2.2 Database Installation <Contact> Database hardware and - Installation of database disk - Non-standard or unregistered Normal business Negotiated
and Configuration software installation, hardware databases hours (9x5) M-F, 8:00 purchase cost for
configuration and data - Installation of database server - Non-standard or unregistered a.m. - 5:00 pm, U.S. disk storage,
access testing for database software hardware and/or software AK Time associated
instances serving approved - Assist with data migration and - Databases not covered by an hardware and
IT applications. integrity activities active Service Level or distributed software
- Integrate backup and recovery Operating Level Agreement costs.
processes into the business (SLA/OLA)
continuity plan
- Consult with business on
needs related to database
technologies
- Implement standard DR,
backup and recovery services

2.3 Database <Contact> Maintenance and support of - Patch and upgrade - Non-standard or unregistered 24x7x365 for Negotiated by
Maintenance and databases and related data management services databases registered IT Business
Support components. - User account administration - Non-standard or unregistered Customers and Relationship
(database tier only) hardware and/or software Configuration Items Manager (BRM)
- Change Management for - Databases not covered by an (CIs)
database related entities active Service Level or
- Second tier database support Operating Level Agreement
and incident remediation (SLA/OLA)

2.4 Database Backup and <Contact> Database Backup - Management of database - Non-standard or unregistered 24x7x365 for Negotiated by
Recovery Management services backup hardware and software databases registered IT Business
include onsite/offsite storage - Daily, weekly, monthly and - Non-standard or unregistered Customers and Relationship
of data and management of annual data backup services hardware and/or software Configuration Items Manager (BRM)
media. - Partial/full data/database - Databases not covered by an (CIs)
instance restoration active Service Level or
Database Recovery includes Operating Level Agreement
data recovery of full or (SLA/OLA)
partial database instances
serving IT applications.
 Service Category: Database Services
Service Description: Service support and delivery of database services for approved IT
applications.

Ref# Service Contact Service Definition Base Level Services Services Not Included Service Availability Service Charge(s)

2.5 Database <Contact> Performance Management - Automated monitoring of - Non-standard or unregistered 24x7x365 for Negotiated by
Performance includes monitoring and database services and databases registered IT Business
Management notification of the database thresholds - Non-standard or unregistered Customers and Relationship
environment to ensure - Automated reporting of hardware and/or software Configuration Items Manager (BRM)
maximum availability and database anomalies - Databases not covered by an (CIs)
adequate capacity. - Automated Service Desk active Service Level or
notification Operating Level Agreement
(SLA/OLA)

2.6 Database Vendor <Contact> Manage relationship with - Central point of contact for - Vendors not covered under Normal business Negotiated by
Management vendor(s) for database company/vendor an active UC hours (9x5) M-F, 8:00 Business
products and related issues. communications a.m. - 5:00 pm, U.S. Relationship
- Initiate / renew contracts and AK Time Manager (BRM)
maintenance agreements
- Manage license compliance
- Create purchase orders and
approve payment of invoices
- Underpinning contract (UC)
negotiation and facilitation
 Service Category: IT Client Services
Service Description: IT Client Services products provides IT customers with technology services

Ref# Service Contact Service Definition Base Level Services Services Not Included Service Availability Service Charge(s)
3.1 Software Installation and <Contact> Installation and support - Installation of standard software - Non-standard software Normal business hours Negotiated by
Support of approved and packages installation (9x5) M-F, 8:00 a.m. - Business Relationship
licensed software or - Initial load of laptop or desktop - Non-Windows software 5:00 pm, U.S. AK Time Manager (BRM)
standard images for personal computer disk image installation
laptop and desktop - User-specific configurations of - Technology that should
Windows-based clients. Windows computing environment not be installed or
- Initial delivery and physical setup implemented
of systems
- Routine maintenance services
including patches, fixes, virus
updates, BIOS updates

3.2 Hardware Break/Fix <Contact> Third Tier - Remote support or desk side visit - Software troubleshooting 24x7x365 for registered Negotiated by
Support troubleshooting and to assist with user issues (handled by Tier One & IT Customers and Business Relationship
diagnosis of laptop and - Underpinning contract (UC) Two) Configuration Items Manager (BRM)
desktop issues negotiation and facilitation - Non-standard hardware (CIs)
associated with support
hardware devices / - Technology that should
failures. not be installed or
implemented

3.3 Network Printer Support <Contact> Installation, setup and or - New printer installation (standard - Hardware maintenance Normal business hours Negotiated by
troubleshooting of devices only) and network including toner cartridge (9x5) M-F, 8:00 a.m. - Business Relationship
network printers. activation replacement, etc. 5:00 pm, U.S. AK Time Manager (BRM)

3.4 Security Remediation <Contact> Service related to - Assistance / removal of security - Remediation of security 24x7x365 for registered Negotiated by
registered security threats (e.g. viruses, worms) and issues on unregistered IT Customers and Business Relationship
threats / vulnerabilities removal from the computing assets Configuration Items Manager (BRM)
(e.g. virus, worm environment (CIs)
infection). - Coordination of activities with
other service groups for the
purposes of security remediation
- Disconnecting infected machines
from the network (if required)
- Applying recommended fixes
and/or patches (if required)
- Rebuilding machines (if required)
 Service Category: Networking Services
Service Description: Service support and delivery of standard/approved network devices and

Ref# Service Contact Service Definition Base Level Services Services Not Included Service Availability Service Charge(s)
4.1 LAN Administration <Contact> Local Area Network - Network jack installation - Redundant network 24x7x365 for registered Negotiated by
(LAN) design, - Router installations & configuration connections IT Customers and Business
implementation, - Customer issue analysis and - Non-standard network Configuration Items Relationship Manager
support, daily resolution devices (CIs) (BRM)
administration and - Issue management and escalation - Third party network
management. to external vendor(s) connections
- Underpinning contract (UC) - Wireless access /
negotiation and facilitation access points

4.2 WAN Administration <Contact> Wide Area Network - Network backbone installation and - Redundant network 24x7x365 for registered Negotiated by
(WAN) design, configuration management including: connections IT Customers and Business
implementation, - Cabling - Non-standard network Configuration Items Relationship Manager
support, daily - Switches devices (CIs) (BRM)
administration and - Routers - Third party network
management. - Issue management and escalation connections
to external vendor(s)
- Underpinning contract (UC)
negotiation and facilitation
 Service Category: Telecommunications Services
Service Description: Service support and delivery of standard/approved telecommunications
components and devices.

Ref# Service Contact Service Definition Base Level Services Services Not Included Service Availability Service Charge(s)

5.1 Telephone & <Contact> Provision of standard - Telephone installation, - Employee usage reporting 24x7x365 for Negotiated by
Voicemail telephone services. management and configuration - Tracking and reporting on registered IT Business
- Telephone support usage Customers and Relationship
- Voicemail services - Remote / calling card Configuration Items Manager (BRM)
- Analog phone setup services (CIs)
- Modem line setup

5.2 Cell Phone Services <Contact> Procurement, setup and - Management of cell phones - Tracking and reporting on Normal business Negotiated by
management of cell phones provided by contracted vendor usage hours (9x5) M-F, 8:00 Business
for authorized employees. - Procurement and distribution of - International cell phone a.m. - 5:00 pm, U.S. Relationship
phone and accessories services AK Time Manager (BRM)
- Setup of monthly calling plans

5.3 Pager Services <Contact> Procurement, setup and - Management of pagers - Tracking and reporting on 24x7x365 for Negotiated by
management of pagers for provided by standard vendor usage registered IT Business
authorized employees. - Procurement and distribution of - International paging services Customers and Relationship
pagers and accessories Configuration Items Manager (BRM)
- Setup of monthly paging plans (CIs)

5.4 Video Conferencing <Contact> Video conferencing - Video conferencing setup - Travel and expense for Normal business Negotiated by
installation, configuration, - Site linkage and testing remote site visits hours (9x5) M-F, 8:00 Business
and support. - Issue management and - International conferencing a.m. - 5:00 pm, U.S. Relationship
escalation to external vendor(s) support AK Time Manager (BRM)
- Underpinning contract (UC) - Video bridging expenses
negotiation and facilitation
 Service Category: ETS Server and Database Hosting
Service Description: Service support and delivery of ETS computing services.

Service Contact Service Definition Base Level Services Services Not Included Premium Services Service Availability Service Charge(s)
Backup and Recovery <Contact Name> System Backup and High-performance Bare Metal Disaster Must support disk Normal business hours Data Storage: MVS--
Recovery services at Database Backup and Recovery based disaster (24X7X365) M-F, 8:00 Megabytes day=.0021;
the ETS data center. Recovery recovery. In the event a.m. - 8:00 am, U.S. Tape Storage - per tape a
Systems that have of a disaster, enable AK Time month=1.7501;Tape
databases and files of quick and seamless storage/Daily=.0561
data restored or recovery of the entire
backed up. environment, including
the OS, applications
and all user data

Mainframe Legacy Systems <Contact Name> Mainframe system (1) operations of Unscheduled Specialized monitoring Normal business hours Batch-.1201/.0804 per
hosting services at legacy systems on a backup/recovery; Business and management (24X7X365) M-F, 8:00 CPU CICS-.0246/.0165
the Juneau data mainframe computer; Continuity planning; specific to the a.m. - 8:00 am, U.S. per CPU
center. Systems that (2) managed applications being AK Time TSO .2239/.1500 per
have been installed commodity servers to hosted. CPU:
and running on the host distributed
ETS managed systems; and (3) power
Z/Series mainframe. and space for a
customers to manage
their own distributed
servers in a data
center facility; and 4)
backup and recovery.
 Service Category: Utility Hosting Services
Service Description: Service support and delivery of Homeland Secure Hosting of Mid-Range computing components and devices.

Service Contact Service Definition Base Level Services Services Not Included Premium Services Service Availability Service Charge(s)
Infrastructure Support
Dennis Hoffman Provide Server-Rack Provide infrastructure Servers that the client will Same as Base Level Service is provided at Price is included in server
Infrastructure to (firewalls, routers, use outside of SSA Services 0.995 reliability or co-location charges
house and secure switches, batteries, facilities for client's own
State of Alaska server power, UPS, applications or support.
Server Infrastructure and monitoring), to enable Telecommunications
telecommunications a secure and reliable between client and SSA
equipment. infrastructure in a facilities.
secure location

Dennis Hoffman Provide Server-Rack Provide infrastructure Servers that the client will Same as Base Level Server Rack Co-location equipment is
Infrastructure to (firewalls, routers, use for their own Services Infrastructure is charged at $14.48 per
house and secure switches, batteries, applications or support. guaranteed to 0.999 device for each 1.5 RU. A
State of Alaska server power, UPS, SSA does not provide reliability Migration fee of one- to
Co-location Services and monitoring), to enable SLA's on Customer owned three-months Unit Price
telecommunications a secure and reliable Co-located equipment. will be assessed.
equipment. infrastructure in a Telecommunications
secure location between client and SSA
facilities.
Dennis Hoffman SSA will provide 1 Operating System - Application support Multi-processor Service is provided at Server Hosting and
Rack Unit of Rack either Linux or MS services, Server servers, virtualization, 0.995 reliability Management will be billed
Space, a single- Windows. 6/1 Backup Consolidation, additional backups, at $14.48 per Unit. A Unit
processor server, of 1GB of Telecommunications includes 1RU of space, a
100MB of IP telecom Configuration files, between client and SSA single processor, and 100
Server Hosting and per day, 1GB of 10GB Local Backup as facilities. Mbytes of IP
Management Configuration file image when changes telecommunications per
space, 1GB DRAM, occur, OS patching. day.
and 10GB of Local
Disc Space

Dennis Hoffman SSA will replace Replacement servers Replacement of servers This service is Server replacement is
servers on a nominal will be of at least equal with a higher quality of available for all Intel- included as defined under
three-year cycle capability, quality, and server and/or server based servers hosted Base Level Services. Cost
depending on the reliability as the virtualization in the SSA facility for server replacement is
Server Replacement
server age. servers being replaced included in the server
hosting and management
charge.

Service Support
Dennis Hoffman Provide a continuos, An additional copy of Data Content Management Data can be stored on Service is provided at In addition to the
separately stored data is stored on a a "journaling file 0.995 reliability additional cost of Storage
copy of applicable separate physical SAN. system" that allows the Units to hold the
SOA data. "unrolling" of all data appropriate data,
changes, thereby continuous data backup is
precluding the charged at one Unit per
Continuous Data Backup irretrievable loss or four Storage Units that
corruption of data. are continuously backed
up. Premium services are
charged on a case-by-
case basis.

Dennis Hoffman Physically secure Includes Firewalls, Security outside of the SSA Extended Computer Service is provided Base-level service is
Homeland Security routing, and physical Server Rack Infrastructure Forensics, Security 24/7/365. included in Hosting
location that meets protection of SOA or facility, extended Evaluations, policy Charges. Premium
Tier 3 standards. assets. These activities Computer Forensics reviews and Services are charged on a
Security Each rack is will be in compliance recommendations, and Time-and-Material Basis.
engineered with with the SOA Security other security
sufficient equipment Policies. assistance.
to logically provide
sufficient security
 Service Category: Production Support Services
Service Description: Service support and delivery of Operations Functional Areas.

Service Contact Service Definition Base Level Services Services Not Included Service Availability Service Charge(s)
Problem Management, <Contact Name> Correct faults and Discover and classify Any additional licenses for 24x7x365 for 24x7x365 for registered IT
Workload, Availability and problem situations device/service/process agent technology of registered IT Customers
Event Management that have been deployed at the Data Helpdesk access. Customers and (.09*($63/hr))=$5.67/hr/w
deployed at the Data Center. Configuration Items eek*52 weeks = $295/yr
Center. (CIs)
 Service Category: Utility Hosting Services
Service Description: Service support and delivery of Homeland Secure Hosting of Mid-

Service Contact Service Definition Base Level Services Services Not Included Premium Services Service Availability Service Charge(s)
<Service Category 1>
<Contact Name> <Service Definition> <Included Services> <Services Not Included> <Premium Services> <Service Availability> <Service Charge>

<Contact Name> <Service Definition> <Included Services> <Services Not Included> <Premium Services> <Service Availability> <Service Charge>

<Contact Name> <Service Definition> <Included Services> <Services Not Included> <Premium Services> <Service Availability> <Service Charge>

<Service Category 2>

<Contact Name> <Service Definition> <Included Services> <Services Not Included> <Premium Services> <Service Availability> <Service Charge>

<Contact Name> <Service Definition> <Included Services> <Services Not Included> <Premium Services> <Service Availability> <Service Charge>

… … … … … … …