Service Name |
Server Management – Business Critical |
Description |
Provides a service to implement, operate and maintain physical server hardware and systems software assets that underpin IT and business services.
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Eligibility |
As approved by CIO
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How to Request Service |
- Approved Work Requests
- Escalated Incidents or Problems from the IT Service Center
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Availability |
Business Critical - Availability target is 24X7X365 except for scheduled maintenance, holidays or acts of nature or dependent party outages, or seasonal services. System redundancy and Full On-call engineer support is available with 4 hour after-hours response target. Full Support Center Service request schedule is available. |
Charges |
Off-campus hosting charges may apply
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Service Line |
Systems and Networks
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Features
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- Plan, install, configure and test server hardware and operating systems software configurations.
- Configure servers for network access and perform connectivity testing to ensure servers are recognized by network.
- Identify physical facility requirements needed to operate servers (i.e. floor space, equipment clearance, electrical, cooling, cabling, weight load).
- Decommission server hardware and related software upon request.
- Provide server hardware, software and networking requirements to support procurement activities.
- Install or remove service application and scripting components on request.
- Maintain server hardware and software assets in compliance with supporting 3rd party vendor and lease requirements.
- Maintain information about installed server hardware, software and networking configuration items and ensure accuracy and availability to others.
- Provide consulting services and support for release package testing, installation, deployment and operation.
- Provide troubleshooting and technical support services for server hardware, software and networking components.
- Implement capacity planning and tuning actions for server assets.
- Coordinate and schedule server repair services with 3rd party vendors and validate that expected repairs and software patches achieved expected benefits.
- Provide consulting and support services to identify server operational, monitoring and reporting requirements.
- Plan, architect and administer server virtualization solutions for server and operating system assets.
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Owner |
Dexter Caldwell
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Pre-requisites |
- Functioning network infrastructure
- Person reporting problem provides sufficient data to research the problem
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VP Customer |
Vice President of Finance and Administration
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Delivery Channels |
- Functioning network infrastructure
- Person reporting problem provides sufficient data to research the problem
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Service Targets |
- 90% of problems related to user connected to the system resolved within 8 business hours or escalated to the appropriate vendor
- 90% of approved server installs performed within 2 weeks of approval
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