UAS ITS Service Agreement
Service Area | Information Systems |
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Service Needed | GINA Project Support |
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Department Role |
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- 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 |
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- 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 Area | Information Systems |
---|
Service Needed | GINA 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 |
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- 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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