INFORMATION TECHNOLOGY SERVICES IT SERVICES PORTFOLIO

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INFORMATION TECHNOLOGY

SERVICES

IT SERVICES

PORTFOLIO

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Desktop and Customer Services

Summary

Provide the desktop hardware & software tools that you need at your fingertips to facilitate individual worker roles and job requirements and provide access to the County’s business applications and data; and Provide a single initial point of contact for all IT assistance

Value

To facilitate individual worker roles and job requirements and provide access to the County’s business applications and data; and

To insure responsive routing, tracking, follow through, and closure Definition

Desktop and Customer Services provides the following functions for customers using County-provided computers:

Desktop support: Software, hardware and image administration

Personal productivity tool administration: Email, Microsoft Office suites, etc.

Help Desk: Problem identification, escalation, tracking, communication, resolution, and feedback Requests – Workflow Management: New user setup & exiting user cleanup processes;

Identifying and facilitating the initiation of projects Event notification: Proactive system availability announcements

Presentational Tools: Multimedia Audio-Visual equipment support

Asset Management: Procurement & Management of Desktop computing resources

Procurement: ITS’ role in procurement is the selection and approval of hardware and software components for desktop computing needs

Management: ITS’ role in management is the licensing, inventory and end-of-life processes for desktop hardware and software components administered by ITS to support the business

Service Level Expectations Single Point of Contact

Provide single initial point of contact for problem resolution and requests

Provide current information regarding availability of IT services and/or maintenance New desktop and printer hardware and/or software

Following Standard Operating Procedures and the Software exception processes, we provide installation of approved new hardware or software within 10 business days of receipt of component 99% of the time

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Multimedia Audio-Visual equipment support

Provide support when requested based on establish priorities and resource availability

Software

 Provide current software versions, as certified by ITS

 Provide exception software management on an as needed basis Incident and Request Management

Support Availability

 Provide live connection and problem logging within 3 minutes 97% of the time, MF-7:30-5:00  Assign email-submitted problems within 30 minutes of receipt 99% of the time, MF-7:30-5:00

 For departments with Service Level Agreements that cover off-hour support only, we provide reliable ITS contact information

Incident and Request Classification

 Incident or Request classifications are noted below (link to Service Level Agreement): o Priority 1: Break/fix Incidents - Multiple users of a division are unable to work o Priority 2: Break/fix Incidents - A single user of a division is unable to work or

multiple users are degraded o Priority 3: Break/fix Incidents - Other o Priority 4: Standard Service Requests o Priority 5: Non-Standard Service Requests o Projects: Projects

 Response to these Incidents and requests are as follows: o Priority 1: 15 minutes

o Priority 2: 2 hours

o Priority 5: Based on resource availability

o Projects: Based on resource availability

 Provide accurate initial problem identification and classification 95% of the time  Resolve problems or coordinate problem resolution

o First point of contact resolution – 50% of the time o Tier II Support resolution – 97% of the time o Escalated to Problem Management – 3% of the time  Provide ongoing status to customer regarding a problem upon request

 If needed, a temporary computeror replacement will be provided Request Management

Provide live connection and request logging within 3 minutes 97% of time, MF-7:30-5:00 Assign email-submitted requests within 30 minutes of receipt 99% of time, MF-7:30-5:00

Provide accurate initial request identification, classification and routing to Tier II 95% of time. Provide access to Help Desk Self Service 24 x 7 99% of time.

Asset Management Procurement

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Identify and approve all incoming desktop computing assets Document and track desktop assets (hardware and software) Management

Licensing: Ensure (software) licensing compliance of all desktop components Inventory: Document and track all adds and changes to all desktops and components

End-of-life processes: Ability to document, track and surplus all deletions of desktop hardware and software components

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Enterprise Application Services

Summary

Provide automation of MC’s business processes that have the largest impact to the functions of the organization

Value

In order to reduce costs, increase efficiencies, meet mandates and compliance issues and improve customer services for both employees and the general public

Definition

Enterprise Application Services provides consulting, selection, implementation, support, reporting and on-going management for systems that span multiple departments. This support also includes any interface to a Department Specific Application:

Application Examples: Banner, Kiva, Hansen, GIS, etc.

Interface Examples: Meter Readings (USD), Fuel Master (GSD) Service Level Expectations

Standard Service Requests, Non-standard Service Requests and Projects

Following the procedures for Service Requests, the Requestor will be notified if a request is either a Standard Service Request (P4), a Non-Standard Service Request (P5) or a Project.

A Standard Service Request is usually serviced within five business days of its final queue assignment. If

subsequent analysis determines the scope and level of effort is sufficient enough to warrant classification as a Non-Standard Service Request or a Project, the Requestor (and the department director and/or manager if a project) will be informed within ten business days.

Standard Service Requests

These will be scheduled appropriately based on resource availability. Non-Standard Service Requests or Projects

Non-Standard Service Requests and Projects that are governed by the Project Request Process will be scheduled appropriately based on resource availability and the SLA’s for the project lifecycle.

Support

If applicable, specific support requirements or agreements for enterprise applications will be incorporated into the departmental Service Level Agreement (SLA)

We will respond to requests based on standard Customer Service established priorities and any agreements in the departmental Service Level Agreement (SLA)

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Department Specific Application Services

Summary

Facilitate the selection, implementation and limited or select support for departmental or function specific automation systems

Value

In order to reduce costs, increase efficiencies, meet mandates and compliance issues and improve customer services for the department

Definition

Department Specific Application Services provides consulting, selection, implementation, support and on-going management for systems that are specific to departments or individuals of departments:

Department Examples: Parks Scheduling (PRD), CIS – Utility Billing (USD), TeleStaff (ESD), etc.

Individual Examples: FuelMaster (GSD), Modeling software packages (ENG), etc. Service Level Expectations

Professional Services

Following Service Desk, Software Exception, Service Requests or Project Request processes, we partner with the department to assist with the selection of a solution and implement by:

 Determining scope and level of effort

 Assisting with coordination between the department, ITS and the Vendor

 Partnering with the department during the project management process if it is a DSA1 or DSA2 solution

 Assisting with the integration, and testing

Support

If applicable, specific support requirements or agreements for department specific applications will be incorporated into the departmental Service Level Agreement (SLA)

We will respond to requests based on standard Customer Service established priorities and any agreements

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Web Infrastructure Services

Summary

Provide the structure, access, and ease of use for both the Internet and Intranet and related web-centric application integration services. Provide a web services software architecture that can be used to rapidly deploy new services, content and functionality

Value

So that the County can make information available about its public records, services and select live events; and

Those County employees can make available and access information about each department, services, benefits, activities and events, and certain processes

Definition

Web Services provides the following functions for the County: Content

o Provide the infrastructure, which includes network, servers, software tools (to get content on the web), hosting, databases

Custom Functionality - Web application lifecycle support

o Consulting, project management, design, development, integration, implementation, and support

Service Level Expectations Constituency-base Clients include:

Martin County employees The general public Professional Services General Content

Provide standards and guidelines so that departments can create, manage and delete their own specific content

Service Level Expectations

Publishing Volume

Support the required amount of custom functions (e.g., Beach Cam, Election Results, On-line Store, Video on Demand, etc.) to support the County’s objectives and web service initiatives.

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Facilitate the publishing of an extremely high volume of read-only documents pertaining to official County business (e.g., agendas, memos, etc.). This volume is determined by statue, County policies business requirement; and executive direction.

History

Store and access all static documentation per County Policy Search & Find

Quickly search and find County Services information using the latest search tools and methodologies Quickly search and find HTML pages and information using the latest search tools and methodologies

Ease of Use Publishing

Ability for County employees to publish and edit their content from their desktop

Provide easy to understand instructions and training for staff Usage

Provide the structure to support quick access to web content, functionality and services Quality

Content

Provide web-infrastructure that facilitates timely, accurate, and complete information and links Americans with Disabilities Act compliant

Performance

Provide response to web page request within 3 seconds 95% of the time Availability

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Education Services

Summary

Provide information about IT policies, procedures, and projects, and provide computer related training for Martin County individual worker roles and job requirements

Value

In order to keep our customers informed and improve employee productivity Definition

Education Services provides the following functions for the County: Training

 New client orientation

 Classroom application usage training  Online application usage training

 Facilitate 3rd party application training - Provide referrals to outside training resources Departmental Meetings

Technology Meetings

Administrative Team Meetings Service Level Expectations

In-house

Assist in preparation of educational courses on standard desktop productivity tools for MC staff within 10 business days of request, and will be scheduled appropriately based on resource availability (Example: Excel training class requested for new employees)

Provide educational courses on enterprise application software on an as-needed basis, and will be scheduled appropriately based on resource availability (Example: EPAF training)

Participate in each Administrative Team Meetings 3rd Party Facilitation or Reference

Provide coordination of outside educational resources based on customer requests within 10 business days. This includes:

 defining requirements;  scheduling resources;  and financial management

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Hosting and Communications (Business Continuity) Services

Summary

Provide secure, available, reliable, and cost efficient server and communications systems to all public sector institutions within Martin County. Provide a consistent asset management processes to ensure cost efficiencies, licensing compliance, inventory quality, and standards of computing resources.

Value

To support automated business and communications services for Martin County and select public sector institutions and ensure continuous operation of primary business functions per service expectations. The County benefits from streamlined systems, up-to-date technology, and cost savings.

Definition

Hosting and Communication Services provides the following functions for the County:

Server & Network Facility Ownership and Management: Access and security (card key services)

Server Administration: Architecture, sizing, implementation, performance and tuning (All servers requiring data center production quality)

Communications – voice, data and wireless: Architecture, implementation, performance and tuning (Data & Wireless Network backbone development and support; and Telephone

provisioning and support)

System & Network Security: Architecture, implementation, administration Asset Management: Procurement & Management of computing resources

Procurement: ITS’ role in procurement is the selection and approval of data center/network hardware and software components for computing needs

Management: ITS’ role in management is the licensing, inventory and end-of-life processes for data center/network hardware and software components administered by ITS to support the business

Service Level Expectations

Server & Network Facility Ownership and Management Access

Maintain a secure data center, production and communications environment for County data and telecommunication systems

Restrict, authorize, track and monitor all access to the data center, production and communications environments

Environmental

Maintain a safe, orderly and clean working data center, production and communications environment

Monitor environment for power, temperature, humidity and fire as required by hardware and software manufactures for the safe and optimal performance of systems

Serviceability

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 Outside attacks (denial of service, worms, etc.)

 Unauthorized access to County secure networks and data, including personnel, corporate and voicemail

Server Administration

New server hardware and Operating System

Following TIP, Software Exception, and/or Project Request processes, we provide installation of new hardware and operating system withinfive days of receipt of component based on resource availability

Stability & Performance

Maintain the stability of production server and operating system life-cycles, providing:

 98.0% system and functional availability for all production application and database servers  Provide necessary performance and capacity to support the productivity requirements of the

application users

 Provide recoverability of application services, based on user requirements as defined in established ITS Continuity of Operations Plan (COOP)

Application Support Services

Provide enhancement services that support existing applications based on resource availability

Provide implementation services that support new applications or projects based on resource availability

Serviceability

Maintain server fleet replacement program based on vendorend-of-life support schedules Maintain Enterprise Application Platform and communications network life-cycle, including installation, repair and replacement

Provide management of data center disciplines Voice, Data & Wireless Network Administration

New telephone, data & wireless network hardware and software

Following TIP, Software Exception, and/or Project Request processes, we provide installation of new telephone hardware and software within 3 day of receipt of component based on resource availability

Following TIP, Software Exception, and/or Project Request processes, we provide installation of new data network hardware and software based on resource availability

Ability to provide coordination of cell phone Stability and Performance

Maintain telephone, data & wireless network hardware and software life-cycle  99.8% corporate and internet network availability

 Provide 99% systems availability on all telephone and data networks

 Maintain telephone and data networks replacement program based on vendor end-of-life

support schedules

 Provide necessary performance and capacity to support the productivity requirements of the communication users

Availability of basic land-line phone service 100% of the time, on a 24x7 basis

Ability to provide access to the data & wireless communications network 99% of the time, on a 24x7 basis

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Serviceability

Ability to provide moves, adds, changes and deletes to phone service within 5 business days of request Ability to provide repair of internal basic phones services within 3 business days of request

Ability to provide moves, adds, changes and deletes to the data network within 7 business days of request

Ability to provide repair of internal data networks services within 2 business days of request Capital Projects Construction Support

Provide communications design services for new and refurbished County capital project construction, including telephone systems, data and wireless network systems design, pricing, configuration and installation

Provide an up-to-date catalog of certified data center/network/voice related products Identify and approve all incoming data center/network/voice related computing assets Document and track data center/network/voice related assets (hardware and software) Management

Licensing: Ensure (software) licensing compliance of all data center/network/voice related assets (hardware and software)

Inventory: Document and track all adds and changes to all data center/network/voice related assets (hardware and software)

End-of-life processes: Ability to document, track and surplus all deletions of data center/network/voice related assets (hardware and software)

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Records Management Services

Summary

Coordination of Records Management activities with internal and external customers

Value

So that the public can access all County archival information; automate retrieval processes for staff and the public; and comply with Florida Administrative Code and Florida Statutes

Definition

Records Management Services provides the following functions for the County: Coordinate implementation of electronic document management Service and research public requests for archival information Coordinate outsourced conversion of documents into archival media Coordinate access to Archives Management and Iron Mountain Storage Provide Courier service between satellite office locations

Process incoming and outgoing U.S. Mail Service Level Expectations

Coordinate outsourced conversion of documents into archival media as submitted by requesting departments according to earliest possible vendor processing schedule

Provide an up-to-date volume and fee schedule for outsourced conversion of documents

Coordinate access to Archives Management and Iron Mountain Storage as requested by staff or the public

Provide Courier service between satellite office locations per established schedule

Process incoming and outgoing U.S. Mail sort incoming as received by US Post Office, process outgoing and deliver to US Post Office per established schedule

Assist with Florida General Record Schedule interpretations within one business day.

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Professional Services

Summary

Provide Technology Investment Planning and Management Services that align the County’s technology investments with business goals. Focus of IT resources that leverage enhancements in technology, increase responsiveness to customer needs and maximize employee resources.

Value

To deliver technology in a standard, consistent and supportable fashion; and provide compliance and oversight for the financial, purchasing and project implementation aspects of technology projects Definition

Professional Services provides the following functions for the County: IT Portfolio Management

Offer Planning Services that market ITS as the best and most economical provider of IT services for meeting business requirements with automated systems. These services revolve around the administration, management and reporting of the Technology Investments, which provide strategic alignment of IT technology with business objectives. Govern technology investments with the objective of lowering total cost of ownership, leveraging prior investments, improving service quality and efficiency and ensuring a current and supportable technology infrastructure

IT Project Management

Manage customer and IT projects. The Office of Project Management would partner with county departments to provide request analysis, business analysis services, project management, applications acquisition and integration, custom development, solutions implementation and support. Provide Integrated Project Resource and Schedule Management as well as Staffing and Demand Management.

IT Fiscal Management

Facilitate budget planning and financial management for ITS and the technology investments. Provide planning and expenditure tracking for IT projects. Provide status reporting and customer status meetings to ensure effective delivery of services to meet the business needs of County departments. Develop IT funding models to ensure resource allocation of baseline operating costs. Provide oversight and management of vendors and consultants involved in projects to make sure they meet defined requirements in a timely manner.

IT Strategic Planning and Enterprise Initiatives

Provide an ongoing strategic planning process for technology investments to ensure success in an environment of changing business needs and technology. Determine the initiatives, programs or activities needed to achieve the strategic outcomes of the departments. Research and implement enterprise

technologies that enable County operational efficiencies and business transformation. Standardization of technologies to capitalize on training, and to leverage economy of scale for procurement and support. IT Asset Management: Procurement & Management of enterprise and departmental level computing resources

Procurement: ITS’ role in procurement is the selection and approval of hardware and software components for enterprise and department level systems and computing needs

Management: ITS’ role in management is the licensing, inventory and end-of-life processes for enterprise and department level hardware and software components and their recurring costs administered by ITS to support the business

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Provide recommendations to management and customers regarding project requests when submitted through the Project Management Office and annually during the budget process

Professional Services

Following the Service Request or Project Request processes, we partner with the department to assist with the selection of a solution and implement by:

 Inform requestor within 10 business days of determination that any request is a project

 Assisting with coordination between the department, ITS and the vendor to prepare a formal PMO project or Non-Standard Service Request and schedule resources appropriately

 Partnering with the department during the project management process Assisting with the integration, and testing

Communication: Provide meetings with each department, as appropriate, based on need.

Standard Service Requests

These will be scheduled appropriately based on resource availability. Non-Standard Service Requests or Projects

Provide an up-to-date catalog of certified products of enterprise and department level interest Identify and approve all incoming enterprise and department level computing assets (hardware and software)

Document and track enterprise and department level assets (hardware and software) Management

Licensing: Ensure licensing compliance of all enterprise and department level software

Inventory: Document and track adds and changes to all enterprise and department level software End-of-life processes: Ability to document, track and surplus all deletions of enterprise and department level software and components

INFORMATION TECHNOLOGY SERVICES IT SERVICES PORTFOLIO