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Service Name

Server Management – Business Standard

Description

Provides a service to implement, operate and maintain physical server hardware and systems software assets that underpin IT and business services.

Eligibility

All university departments

How to Request Service

  • Approved Work Requests
  • Escalated Incidents or Problems from the IT Service Center

Availability

Business Standard - Service availability target is Monday- Friday 8:30 am. – 5:00 p.m.  No on-call engineer support provided.  Support Service is Next Business Day.  Full Support Center Service request schedule is available.

Charges

There are no charges for this service.

Service Line

Systems and Networks

Features

  • 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.

Owner

Dexter Caldwell

Pre-requisites

  • Functioning network infrastructure
  • Person reporting problem provides sufficient data to research the problem

VP Customer

Vice President of Finance and Administration

Delivery Channels

  • Functioning network infrastructure
  • Person reporting problem provides sufficient data to research the problem

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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