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Service Definition
Database Management Services
Version 1.0
Signoff
Name Role Signature & Date
Mark Fortini Director IT Infrastructure
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Document Control Information
Document Change History
Version Date Last Revised Author Change Description
0.1 - Darren Dove Initial Draft 0.2 27/05/09 Venkata Yerramsetty Initial review 0.3 14/06/09 Richard Smith Walkthrough content
0.4 30/06/09 Venkata Yerramsetty Remove reference to Oracle and MYSQL
0.5 14/09/09 Venkata Yerramsetty Team review
0.6 25/09/09 Richard Smith Final review and acceptance
Distribution
Version Recipient Date
issued Department/faculty/school
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Table of contents
Purpose of this Document ... 4
Service Definition Structure ... 5
Service Description – Media & Advice ... 6
Service Description – Install & LetGo ... 7
Service Description – Complete Service ... 8
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Purpose of this Document
This document defines the scope, Service Components and Support Services required to deliver this service and includes how this service will be accessed together with the Service Level Targets (SLT’s) under which the service will be delivered and the Operations Level Agreements (OLA’s) and/or Underpinning Contracts (UC’s) associated with each Support Service.
This document supports ‘fixed’ networking only. Reference to the IT an UNSW service catalogue for other networking service types.
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Service Definition Structure
The Service definition structure is designed to enable the clear and accurate definition of services.
The structure;
• Enables the definition of both simple and complex services • Creates clarity by clearly defining different service elements
• Enables clear communication of service targets associated with different service elements
Two Service Dimensions
Services are comprised of two dimensions, Products and Support Services.
• Service Components are elements of the service with which a customer will interact
and may be deployed in one or more service release packages according to an organisation’s requirements.
These components form the foundation of a Service level Agreement (SLA)
• Support Services consist of a defined list of activities, resources and/or processes that
are offered by the IT organisation to support the Services customers’ use. The Service Centre is a well known Support Service.
These support services provide definition for an Operational level agreement (OLA) Periodic review
Once this Service Definition is approved it will form the initial baseline for future service renewal.
Quantative assessment of the metrics and targets in this definition will be reviewed by the Service Management Office, Team leaders and were appropriate UNSW IT Directors after 6 months from acceptance.
Service reviews will be conducted on an annual basis unless the scope or content of this document changes as a result of Customer or Stakeholder input.
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Service Description – Media & Advice
Service Details
Descriptive Details
Service Item Details
Service Group Production services - Database
Service Name Media and Advice
Service Description Provision of Database Management Software (DBMS) either on physical media or logically over the UNSW network.
DBMS Software available for; • MSSQL
How to Access this service Contact the Service Centre on 9385 1333 to log a request for this service offering.
End User responsibilities Customer is expected to install, configure and test their installation.
To Whom is the Service Provided?
All organisations within UNSW and affiliated organisations.
Service targets Software dispatched to customer - Within 8 hours once based approved service request has been assigned.
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Service Description – Install & LetGo
Service Details
Descriptive Details
Service Item Details
Service Group Production services - Database
Service Name Install and LetGo
Service Description • Install standard DBMS on customer provided infrastructure, based on Central IT standards for the following DBMS software
o MSSQL
• Set-up of Basic configuration
o Apply latest DB patches (or requested patches level)
o Test DBMS management tools supplied with the installation o Test installed Database services are functioning
How to Access this service Contact the Service Centre on 9385 1333 to log a request for this service offering.
End User responsibilities Provide a suitable environment(s) for the implantation and set-up of required DBMS software.
To Whom is the Service Provided?
All organizations within UNSW and affiliated organizations.
Pre-requisites • Approved design
• Allocated Physical or Virtual server within Shared services Service Target Complete installation to specifications - 16 hours
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Service Description – Complete Service
Service Details
Descriptive Details
Service Item Details
Service Group Production services - Database
Service Name Complete DBMS Service
Service Description • Install DBMS on provided infrastructure based on Central IT standards • Basic configuration
o Apply latest DB patches (or requested patches level)
o Test DBMS management tools supplied with the installation
o Test installed Database services are functioning DBMS configuration • Set-up
o Maintenance tasks o DBMS monitoring o DB back-up
o Consultation for configuration • Security
o Set-up Access restrictions / security o Auditing (upon customer request)
• High Availability (ref Service definition for the ‘Hosting service’) o Tier 1 infrastructure includes extended support
o Tier 2 infrastructure • Migration tasks
o Development to Test o Test to Production o Production to test
o Between HA servers e.g mirror logins • Patch management
• Centralised change management • Technical Support
How to Access this service
Contact the Service Centre on 9385 1333 to log a request for this service offering.
End User responsibilities
Provide a suitable environment (s) for the implantation and set-up of required DBMS software
To Whom is the Service Provided?
All organisations within UNSW and affiliated organisations.
Pre-requisites • Approved design
• Allocated Physical or Virtual server within Shared services
Service targets Complete installation to specifications - Within 5 business working days (40hrs) Build – configure only, does not include migration tasks.
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Reporting and Charging
Service reporting is supplied against the service desk reporting functionality Reporting
Reports Included As per Service Desk Reporting
Report Frequency As per Service Desk Reporting
Reports Generated For <<Customer stakeholders that receive the different levels of reports>>
Charging
Charging Model -
Frequency -
