ࡱ> fiey Y,bjbj X{{#pp4hf|48(lH^8`8`8`8`8`8`8$:s=*8848###F^8#^8##r.T/2^N/J8808\/z=X=/=/t#88 8=p : Service Description for Email  DOCPROPERTY Client \* MERGEFORMAT Example Department of Public Safety Prepared by: [Enter] Version: [Enter] Date Prepared: [Enter] Table of Contents  TOC \o "1-3" \h \z \u  HYPERLINK \l "_Toc318983557" Service Name  PAGEREF _Toc318983557 \h 1  HYPERLINK \l "_Toc318983558" Service Description  PAGEREF _Toc318983558 \h 1  HYPERLINK \l "_Toc318983559" Service Provisioning  PAGEREF _Toc318983559 \h 1  HYPERLINK \l "_Toc318983560" Provisioner  PAGEREF _Toc318983560 \h 1  HYPERLINK \l "_Toc318983561" Current Status and Future Plans  PAGEREF _Toc318983561 \h 1  HYPERLINK \l "_Toc318983562" Governance  PAGEREF _Toc318983562 \h 1  HYPERLINK \l "_Toc318983563" Service Scope / Customers  PAGEREF _Toc318983563 \h 2  HYPERLINK \l "_Toc318983564" Service Features and Functionality  PAGEREF _Toc318983564 \h 2  HYPERLINK \l "_Toc318983565" Continuity Plan  PAGEREF _Toc318983565 \h 2  HYPERLINK \l "_Toc318983566" Criticality  PAGEREF _Toc318983566 \h 2  HYPERLINK \l "_Toc318983567" Service Resumption / Disaster Recovery  PAGEREF _Toc318983567 \h 2  HYPERLINK \l "_Toc318983568" Service Level Commitments  PAGEREF _Toc318983568 \h 2  HYPERLINK \l "_Toc318983569" Service Consumer Requirements / Prerequisites  PAGEREF _Toc318983569 \h 3  HYPERLINK \l "_Toc318983570" Cost / Funding Model  PAGEREF _Toc318983570 \h 3  HYPERLINK \l "_Toc318983571" Technology  PAGEREF _Toc318983571 \h 3  HYPERLINK \l "_Toc318983572" Core Competency Evaluation  PAGEREF _Toc318983572 \h 3  HYPERLINK \l "_Toc318983573" Efficiency Analysis  PAGEREF _Toc318983573 \h 3  Service Name Email Electronic Mail System Service Description Electronic Mail System The Department of Public Safety utilizes the statewide email system for employee email, calendaring, contacts, and RSS feeds. The email is MS Exchange with Outlook on the desktops; the DOA-ITSD team also provides web access to employees. Service Provisioning This section contains provisioning information for the service: [provisioner (provider) contact information, governance, and current status] Department of Administration Information Technology Services Division (DOA-ITSD) Capitol Station Anytown, USA Currently providing services Provisioner This service is provided by DOA-ITSD. Contact information for all aspects of provisioning: New customer contacts, problem/incident management, feature/improvement suggestions, etc. are provided through the DOA-ITSD Help Desk @ 1-800-444-2000 Current Status and Future Plans Current status of the service: PRODUCTION Current version (from CMDB, if using) or date of release: Outlook 2010 Future release plans: [indicate if applicable, or none] [Retain, Replace, Refactor, Renew, or Retire] Maintain Governance What is the governance, strategy, and oversight model for the service? The Email service falls under the standard desktop service offerings provided by DOA-ITSD to all state agencies. It is considered essential; therefore, it is made available to all state agencies. Does the provisioner maintain an advisory board to gain customer input? Desktop service rates are controlled through the general fund provisioning bill. Does the board have decision-making authority or is it advisory only? N/A What is the accountability modelare there performance metrics or monitoring mechanisms in place to measure achievement of service levels? How are decisions made about future plans / upgrades / enhancements to the service? DOA-ITSD has a service agreement with Microsoft that includes maintaining the most recent release of the email products and the previous release. Upgrades to these enterprise applications take considerable planning and DOA-ITSD works with individual agencies to schedule and perform upgrades to the desktop services. How are the cost model and its parameters determined? Service Scope / Customers Indicate current scope of service offeringto whom is the service available? List current customers and users. The Email service is available to all state employees, contractors, and others as requested by each agency. Note physical locations to which the service is deployed, and delivery channels used. For example, is this a LAN-based service delivered to a co-located workgroup, or is it an enterprise-wide deployment that crosses several physical locations and, perhaps, is delivered to mobile workers as well? Email service is available enterprise-wide via the state-owned and -operated wide-area network, as well as through the Internet. Also indicate business processes supported (if the service is narrowly scoped). For core services like email and telephony, this is not necessary. Service Features and Functionality Describe the features, functions, and benefits of the service. Basically, this section contains what would be in the marketing brochure for the servicewhat it does and why it is beneficial. As one of the core service offerings from DOA-ITSD, the Email service offers individual and group emails, contacts, calendars, and RSS feeds. DOA-ITSD includes Outlook as part of the core desktop services. Continuity Plan This section describes the criticality to the business of service availability, and the provisioners plans (if any) to resume service delivery in the event of a disruption. DOA-ITSD includes the Email system in its Disaster Recovery/Continuation of Services plan. The email data are stored on redundant Network Storage Devices that are replicated between the state capitol and a city on the east side of the state. The Email servers are virtual servers spread across several physical servers that can be restored very quickly. Criticality Describe the criticality. The Email service is categorized as Business Critical, as it is utilized by all employees for day-to-day communications within the department and between law enforcement agencies, as well as with the public. Service Resumption / Disaster Recovery Describe plans for resumption of the service in the event of a disruption. For non-critical services, this may be modest or even non-existent. DOA-ITSD has prioritized the recovery of Email services among the top 10 services that are restored. Service Level Commitments The provisioner commits to delivery of the service in accordance with the following service levels. Service Availability Periods: 24x7 Availability: .999 or 9 hours per year or 45 minutes per month Problem responsiveness: DOA-ITSD is committed to respond to problems within 30 minutes of notification for the Email service. Service Consumer Requirements / Prerequisites What, if anything, must a consumer/customer have in place in order to use the service? Desktop computer with virus protection installed, preferably with Windows OS. What policy requirements must the customer agree to in order to gain access? DOA-ITSD requires users to attend the Email orientation class, which discusses not only how to use the state email system, but also covers security requirements. Cost / Funding Model How is the service funded? The Email service is included in the base rate for desktop services that DOA charges each agency based on Active Directory user accounts. Technology This section describes the technology components of the service, focusing on the infrastructure required by the provisioner to deliver it to customers. DOA-ITSD provides the server hardware, software, and network storage for Email services. Core Competency Evaluation This section analyzes the efficiency and effectiveness of the provisioner at providing the service, versus other options that are available to the services customers. Due to the volume pricing that DOA receives, as well as the need to provide a centralized set of services, such as Email service, it is cost-effective for the agency to be included on the enterprise Email system, supplied and supported by DOA-ITSD. Efficiency Analysis The state, specifically DOA, has been charged with providing enterprise users with core desktop services. Email is included in the core desktop services; DOA had an initial outlay of state general fund money to procure the licenses from Microsoft that make up the server, Active Directory, Email, and other Office products. DOA has recouped the initial outlay and utilizes the desktop service funds to continue to provide upgrades to software as they are available, along with the support and help desk functions for the desktop applications and infrastructure that support them. The fixed costs, although large in proportion to the overall costs for some agencies, are included in each agencys budget process. What specifically could be done to improve the efficiency of the service? The Email service is constantly monitored; technicians allocate more space as needed, as well as additional virtual machines. They periodically run tape backups of the data and purge old deleted messages. What specifically could be done to improve the effectiveness of the service? 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