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UAS ITS Service Agreement

Service AreaInformation Systems
Service NeededGINA Project Support
Department Role
  • Provide funding for project storage, server, software and ancillary components.
  • Ensure valid software licensing and compliance with any End-User Licensing Agreements (EULA).
  • Maintain database, web services and any layered products (GIS software, etc.), including any patching needed to ensure information security.
  • Ensure the integrity of any data, including any data backup/replication.
  • Provide end-user support including any appropriate training.
  • Coordinate with users to collect any required data for authentication.
  • Maintain any application-level authorization.
  • Determine final hardware configuration after consultation with IT services.
IT Services Role
  • House the server / SAN equipment in the Whitehead secure machine room, providing power, security and environmental controls.
  • Provide network infrastructure.
  • Maintain authentication based on established UA standards.
  • Maintain system-level authorization as directed by GINA project staff.
  • Maintain the operating system and patch management.
  • Provide advice and training on technical and security issues.
  • Provide snapshots of systems as requested.
Service Outcome
  • Systems are reliable and support project goals.
  • Enterprise security is maintained for both the GINA project and the University.
  • The University conforms to any required software licensing provisions.
Revised: December08, 2011

UAS ITS Assessment Plan

Service AreaInformation Systems
Service NeededGINA Project Support
Service Outcome
  • Systems are reliable and support project goals.
  • Enterprise security is maintained for both the GINA project and the University.
  • The University conforms to any required software licensing provisions.
Administrative Services Mission Alignment
  • X Effective and Efficient Practices
  • X Fostering Cooperation
  • X Compliance
IT Services Success Indicators
  • 95% operating system uptime supported on the production GINA servers
  • 90% of program service requests completed in 2 or less
Data Collection and Analysis Procedures
  • ITS Work Order creation and completion dates are compared on an ongoing basis.  Overall success is measured by a quarterly comparison of performance data.
  • Server uptime automatically measured using the ITS performance monitoring system (What's Up Gold)
Utilization of Results

Failure to meet success objective will trigger a remediation strategy depending on the cause of the failure:

  • Employee performance: increase oversight, training and accountability measures.
  • Resource allocation: evaluate staffing levels and consider temporary or long-term internal reallocation.
  • Internal process / workflow: reassess processes and service strategies
Reporting Strategy
Periodic face-to-face meetings, scheduled by the GINA program staff
Revised: December08, 2011
 
 

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