| 3. Preliminary Operations and Support Model |
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| Master Services Agreement |
Operations and Support Plan |
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| Scope to provide end-to-end anytime-anywhere information |
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| access and support. Specifically from 4CNET to desktop. |
2.0/3.0/4.0 |
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| Proposed operational structure and how it is going to work. |
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| - How will an order be provisioned, installed, troubleshot, and |
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| MAC activity provided from 4CNET to desktop? |
3.1 |
| - What is the logical flow of activities and tasks (flow charts)? |
2.5.1 |
| - What is your organizational model to provide appropriate |
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| staffing support (centralized and decentralized)? |
4.1 |
| - The centralized operations and support model will encompass |
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| both the 4CNET and the campus backbone. |
4.1.3 |
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| Definition of what will be provided in the end-to-end |
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| solution? For example:
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| - Event detection and notification |
4.1.3.4 |
| - Dispatching the appropriate service provider |
2.5.1 |
| - Troubleshooting, fault isolation and resolution. Provide |
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| criteria for demarc of non-CETI LANs. |
2.7.4/4.1.3.4 |
| - Updating applications |
4.1.3.6 |
| - Performance monitoring and capacity management |
4.1.3.2 |
| - Electronic software distribution |
2.7.6 |
| - User administration |
4.1.3.3 |
| - Risk management including disaster recovery, back-up, |
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| restore and security |
4.1.3/2.8 |
| - 24X7 monitoring and management of network and services |
4.1.1 |
| - Effective end user support process |
4.1.1 |
| - Centralized purchasing for all CETI services and products |
4.1.5 |
| - Centralized inventory and asset management |
2.7.6 |
| - Centralized network-based software license management |
2.7.6 |
| - Flexible and automated installation procedure |
4.1.5 |
| - Change and configuration management |
4.1.2 |
| - On-site and depot maintemance |
4.1.2 |
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| Specifying the CETI Infrastructure warranty considering |
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| the following:
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| - What are the CETI infrastructures that need to be covered? |
3.5 |
| - What are the service and performance level standards? |
3.1 |
| - What are the management and administration tools that will |
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| be used? |
2.7.8 |
| - How much will it cost over the 10-year period? |
? |
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| Specification for the Quality Initiatives and ISO-9000 |
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| Certification Requirement:
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| - Need to define what this certification means. Need to delineate |
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| the difference between the proactive service approach and the |
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| reactive service approach. |
N/A |
| - What is the framework on how this is going to be done |
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| and over what period? |
N/A |
| - Define the service level agreements and performance |
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| standards in relation to contracted services and products. |
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| What flexibility are there to customize and revise SLAs |
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| and performance standards? |
3.4 |
| - Describe the legacy system support policy and procedure. |
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| Include product matrix. Illustrate some typical cost to |
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| demonstrate competitive pricing with the market place. |
3.4 |
| - What is the help desk and support structure? What will be the |
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| cost and are there any proposed "free" support included as |
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| part of the buildout? |
4.1.1 |
| - What is the remote monitoring and management model? |
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| Which tool(s) will e used and what standards will be supported |
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| to ensure network and server availability? |
2.5.1/2.7.8/4.1.3.7 |
| - Describe the refresh program to embrace new concepts and |
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| technology while mitigating expenses and risks. |
5 |
| - How is CETI going to benchmark legacy WAN/CAN/LAN |
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| performance to ensure new CETI-designed network meet and |
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| exceed all performance metrics? |
4.10.2 |