DRAFT
CETI
Operations and Support Plan
10 December 1997
Prepared For:
CETI Infrastructure Committee
Prepared By:
Operations and Support Team
Dennis Edstrom, Co-Leader
Richard Sol, Co-Leader
Larry Harmon
Marty Knizner
Kevin Ralston
Jeff Shelmire
Carl Vigil
DRAFT
OPERATIONS SUPPORT PLAN
PURPOSE
This document is intended to define the operations structure for the partnership. It provides the reader with the framework for the installation, service, and program management aspects of the offering.
SCOPE
The document covers all aspects of a full featured service offering, ranging from installation and implementation to ongoing service such as remote and on site maintenance through repair depot and systems modifications and enhancements. Warranties and for fee service offerings are listed along with a management structure and manpower recommendations needed to execute both the transitional and final operations plan.
ARRANGEMENT
The document is organized into sections that describe the pieces of a complete working organization. The sections are intended to describe both the business operations and physical work and process issues. The attachments section contains a glossary of terms, tables, and flowcharts as reference to the sections.
TABLE OF CONTENTS
Page
1. Current Conditions
1.1 Discovery 1
1.2 Product Support 1
1.3 Documentation 1
1.4 Process Evaluation 2
1.5 Cost Structure 2
1.6 Headcount 2
2. Support Structure
2.6.3 Disaster Recovery 11
2.7 Service System 11
2.7.8 Knowledge Base 14
2.7.9 Call Center Arrangement 15
2.7.10 Cost Model 15
2.8 Security 15
2.9 Sales Support 17
3. Service Offerings
3.2 Service Offering Definitions 20
3.3 Program Classifications 22
3.4 Service Level Options 22
3.5 Baseline Programs 23
3.6 Baseline Service Pricing Model 24
4. Operations Management
4.1.1 CSS Profile 25
4.1.2 Service Profile 27
4.1.3 Network Operations Profile 29
4.1.4 Training Profile 33
4.1.4.1 Operations Support Training 33
4.1.4.2 Operations Support Certification 33
4.1.5 Implementation and Planning Profile 33
4.1.5.1 Site Surveys 33
4.1.5.2 Site/Facility Preparation 34
4.1.5.3 Sys/Component Install, Integration, Removal 34
4.1.6 Quality Profile 35
4.3 Responsibility 36
4.4 Escalation Management 36
4.4.1 Technical Escalation 36
4.6 Vendor Controls 38
4.7 Standards of Operation 39
4.7.2 Systems Performance 39
4.7.3 Support Metrics 39
5 Technologies Refresh
5.1 Service Systems 40
5.2 Service Data Bases 40
5.3 Support Model 40
5.4 Automation 40
5.5 Support Training 40
Attachments
1 Supported Products 41
2 CSU Level 2 Contracts 45
3 CSU Employee List with Priority Status 46
4 Sample - Severity/Response and Resolution Times 47
5 Sample - Calls Requiring IS Level 2/3 Support 48
6 Sample - PC Break and Fix 49
7 Sample - PC H/W Under Warranty 50
9 Sample - Minor Issues 53
10 Service System Cost Model 54
11 Cost Models 55
12 Pricing Schedules 56
1 - Current Conditions
1.1 Discovery
The prime mission of CETI Operations and Support Services will be to offer services on new products and technologies installed as part of the achievement of the baseline standard. An additional feature of the CETI will be to offer to the campus support mechanisms capable of assuming service on those products and technologies already in place. The intention is to provide to the campus a competitive alternative to current support channels.
The approach for CETI will be to establish a support structure that the campus sees as an attractive alternative to current methods. In order to accomplish this goal CETI has defined a complete support organization, capable of providing service to any product at any campus locations within the state. A basic method of providing quality service is to utilize proper expertise for the proper task. To that end, it is the intent of CETI to utilize existing support and call center arrangements as contractors to service locations currently lacking in adequate support. In addition, there may be locations where the support of certain systems or technologies creates burden on local staff. The CETI intends to offer services to those locations in a competitive offering.
As it stands today, each campus and occasionally individual departments within a campus work to provide their own service capabilities. Some help desks exist but their level of operation is unknown. There may also be external contracts in place to provide services for systems, components, or technologies. As an approach to discovery, the sub committee will request of the campuses, critical information required to understand the scope of the existing operation. The purpose of this discovery is to qualify valid subcontractors and to isolate any deficiencies in service that may exist.
The following information is required for proper analysis:
1.2 Product Support
One output of the discovery process will be a detailed inventory of technologies, systems, and components that exist in the CSU community. From this list a product support model will be created that will describe all legacy products that the CETI partnership is capable of supporting. The resulting legacy products will be added to the CETI new product offerings providing the CSU a complete map to technology support. The model will identify all external vendors, contracts or internal support structures that may exist for the identified products. The current legacy technology list is as follows:
The list of supported products can be found in attachment 1
1.3 Documentation
Once current support structure and products and technologies are identified, all campus organizations will be documented in technical organization formats. This exercise will give representation to the support capabilities of each campus or department to be used in the definition of state wide coverage for all products and technologies.
1.4 Process Evaluation
One of the items to be realized from campus discovery is the adoption of a best of breed type philosophy. Those things that a local operation does very well or works well for the customer base should be considered as fundamental to the target CETI operations offering. The evaluation team will measure the local operations based on industry standards of performance in the delivery of high technology service and incorporate those qualities into the CETI offering..
1.5 Cost Structure
When selecting local support operations as contractors for other endeavors it will be necessary to understand the cost structure of that organization. These figures will be used in payment and cost accounting functions of the CETI organization.
1.6 Head Count
When utilizing local support functions in the methods described it will not be necessary to understand any local head count issues other than the number of resources available to contract for CETI.
2 - Support Structure
Introduction
2.1 Products, Technologies
As part of the CETI arrangement, the CETI will offer new products and technologies to the campuses or to the intercampus infrastructure. These items, along with the legacy systems and components represent the service product list. All products on the list will be covered under the agreement either by warranty provisions or by some sort of individual or blanket maintenance agreements. The level to which these products and technologies will be supported will be defined as hardware and software break and fix.
2.2 Product Support Statement and Scope of Work
It is the desire of CETI to continue supporting the systems in the CSU Network Infrastructure, which are currently being maintained under existing contracts or being self maintained. The fee(s) currently being charged to the CSU will be in line with existing costs or current agreements. The intent is to redirect these fee(s) to the CETI which will then provide for the support required per the agreement between the CSU and CETI. CETI will provide support on all systems CETI sells and/or implements. This support may be in the form of warranties, extended warranties or maintenance contracts. Further explanation of service programs is discussed later in Section 3 of this document.
2.3 Legacy System Qualification
2.4 Services Provided
B. Installation - Physical construction and assembly of components or systems that will be made available to the CSU as a result of this collaboration. Installation includes Project Management, coordination, physical construction, documentation, and customer acceptance. Based on the individual arrangement, installation may be a packaged offering or a "for fee" service.
C. Maintenance - The repair or replacement of defective hardware or software in any segment of the network. Maintenance includes first level call center support, second level technical expertise, third level vendor product changes such as bug fixes, on site software and hardware support, and repair depot availability.
D. Change Management - the structured control of systems configuration. Software upgrades and package enhancements which may be part of some agreement as well as physical relocation and expansions of systems or components are included under change management.
E. Help Desk – CETI Support Services (CSS) will provide user assistance, administrative functions, trouble shooting, and service coordination for:
Functional Positions
2.5 Operational Workflow.
The following is a brief description of the specific work products. Details on the mechanics to provide these services follow.
Engineering
Work required by the engineering will be the result of an infrastructure upgrade or expansion of the current network plan. The individual campus will communicate a need to the CETI team launching a project discovery process. The Operations management team will assign an engineering resource to the project for the purpose of researching, designing, and documenting the project. The mechanics of the engineer's work will be determined in the final contract arrangement. The engineer remains associated with the project until completion.
Installation
Once documented, the project is handed off to a project manager. The project manager sizes the job and requests resources of the local operations managers. Staffing prioritization is the responsibility of the executive management team. The project manager executes the project agreement utilizing traditional project skills. The project manager uses coordination resources or additional engineering support as dictated by the project. Once the project is complete, the project manager hands the system(s) off to the Operations Management team representatives. The process and support structure would dictate participation by the centralized first level support manager and the local service or operations manager.
Maintenance
Once the systems or components are entered into the service system support can commence. The user will call a single toll free number to report and difficulties or failures that relate to the technologies supported in the network. The call center technician will analyze and isolate the problem and take appropriate action. This may result is a fix or may require an escalation. The service system will manage the call flow through the system based on business rules established prior to operation. The system will also manage warranties and contracts for accounting purposes. The call may be routed to a higher level expertise, to an outside vendor or contractor, or may be routed to a dispatch control point for travel to site.
Change
The process of change to a system or component will be similar to the maintenance flow. Between the call center technician and the caller a decision is made as to whether the work being requested is maintenance or change. The caller can also be educated in the use of change offerings. Once work has been identified the local operations team will complete the tasks on a time and materials basis. This may change based on service package offerings. The servicing technician or engineer will update the network hardware inventories where applicable and record the effort in the service system for action by administration.
2.5.1 Service Delivery
In order to produce the required work, CETI has chosen to implement a single point of contact support center. For purposes of identification we label this entity the CETI Support Services (CSS). CSS will provide a single point of contact for CSU faculty, students and staff.
Benefits of this approach include:
The CETI Support Services Group consists of Support Representatives (SR) who will provide Level One support for user assistance and troubleshooting on specific products (see Attachment 1). They will log and track trouble tickets until resolution and assess the appropriate level of support to complete the request. A Support Analyst (SA) will provide a higher level of support to the customer. This support includes advanced PC troubleshooting and coordination with CSU IS staff members and the authorized service providers to meet support requirements. CSS assumes responsibility to follow-up on all incidents opened with the Help Desk until resolution.
The CETI Support Services (CSS) Level One Help Desk will be centrally located within the CSU system. Campuses which are providing Level One Support will be able to participate within the groups established at the centrally located Level One Help Desk as satellite desks at their discretion. In addition to the direct support teams, the Support Center's Operations Manager(s) is responsible for the ongoing operations and implementation of new processes and services.
Definition of Level One Support. Level One support will be provided by CSS Support Representatives. They will be the primary interface with end users and will translate user needs to Level Two support. They are capable of providing end users with user assistance, basic trouble shooting, setting priorities, escalating to the appropriate second level support, tracking, and providing status, to accomplish the desired results.
Definition of Level Two Support. Level Two support will be provided by CETI contractors such as the CSU IS staff (See Attachment 2) and the industry partners. They are Analysts who will perform work via software, hardware, or physical site work. Level Two Support will take place at Local Campus Help Desks, Campus Repair Depots and by on-site work.
CSS will maintain a database of all end users entitled to the services provided by CSS. CSS uses this database to verify entitlements and manage support requests to provide monthly reports, and to build a knowledge base.
CSS will use a fully automated Help Desk environment. An event management system, such as REMEDY or SCOPUS, running on an ORACLE database allows CSS to log, dispatch and track customer requests for support by product, service and detail. This event management system using ORACLE allows CSS the flexibility to set parameters for service levels associated with different types of requests. When a case is opened with CSS, the system time stamps the request, which enables the support team to keep track and respond within the specified service levels. Most importantly, the system allows CSS to serve as a single point of contact for all end users at the CSU.
The CSS event call management system permits effective tracking of customer requirements. It provides detailed management reports that will allow CETI to evaluate the reliability and efficiency of their PC equipment and of other equipment types. The reports will show what areas require additional support and training from an application standpoint, resulting in a more efficient learning and work environment. Requests are classified as follows:
Service: PC Application Support
PC Hardware Support
Network Support
Telephony Support
Product: See Attachment 1
Service Detail: Administrative - MAC
Administrative - Other
Configuration
Information
MAC Coordination
Service Coordination
Troubleshoot
User Assist
CSS will utilize an Automatic Call Distribution (ACD) System to process customer incoming requests. Support Services will provide Help Desk support 24 hours per day, 365 days per year. To contact CSS via telephone, the end user will dial a 1-800 number. Additionally, an Interactive Voice Response (IVR) will be deployed to allow callers to direct themselves to a specific group of Support Representatives.
When calling CSS, the end user will be connected to an available Support Representative. If a Representative is not available, the end user will be placed in a queue. The user will be presented with the option to leave a message, or to continue holding. If an end user leaves a message, a Support Representative will return the call within one business hour.
CSS understands the nature of this business requires follow-up. For this reason the option will be provided to allow all callers to leave a message. There is a message waiting indicator that notifies the support staff when a customer has left a message. A Support Representative will retrieve the message, update or open a new ticket and send out notification to the appropriate support personnel.
CSS will establish a FAQ support page on the WWW for faculty, students and staff to access. This offering will be managed through the Training Sub Committee as part of user education. The intention is to eliminate frivolous calls that can be answered by personal research.
CSS will make all reasonable business attempts to appropriately resolve, assign, or escalate all requests. However, CSS will not be responsible for supporting products or technologies not indicated on Attachment 1.
A list of "users" is entered into the Event Management System. When a call is received, the Support Representative will access the callers' User Profile. If the user is found, the SR will quickly verify the information for accuracy. If the user is not found, the SR will obtain the necessary information to create a profile and provide support. These profiles will be identified as "inactive". The CSS Data Analyst will contact the CETI Administrator or appropriate personnel to receive authorization to activate these profiles for future calls.
Definition of Entitled End User. The definition of an entitled end user will be all CSU faculty, students and staff approved by CETI.
Service Entitlement Criteria. Entitlement criteria have been developed to determine what type of support users may receive.
Authorization Service Response
Priority User Assistance, Service Coordination TBD
Users User Assistance, Service Coordination TBD
Deactivated None None
See Attachment 3 for a list of individuals with priority status.
CSS will be receiving requests for support from faculty, students and staff by telephone, fax or E-mail. All requests received by the Help Desk will be handled in the response times indicated in this document.
Telephone 1-800-TBD
Fax 1-800-TBD
E-mail TBD.CETI.com
Once the end user is located in the database, the Support Representative will take a moment to review the profile to identify any discrepancies. The CSS Event Call Management System will display any open or pending tickets for the end user. This will allow the SR to review any unresolved issues with the user.
If the end user is calling regarding a new issue, the SR will open a new ticket and ask the user to describe the problem. The SR will provide basic troubleshooting and information. If it is determined the incident requires a higher level of assistance or coordination, the SR will assign the case to a Support Analyst. The Support Analyst will provide advanced troubleshooting. The Support Representative and Support Analyst are responsible for notifying the appropriate support personnel and continue to coordinate the incident until resolution.
When a service call is placed with the Help Desk, a Support Representative will open a ticket and log the incident. The system assigns a case number that will be given to the end user for reference. The SR will notify the appropriate service provider and track the incident to ensure that service levels are being met. The SR will coordinate the incident until the problem is resolved, at which time the SR will contact the end user to verify completion and satisfaction. The SR will update the database with the resolution and close the ticket.
Requests will be prioritized into three (3) levels. These are based on the impact of the problem upon the availability of the Department or the faculty, student or staff member to perform their appropriate duties. See Attachment 4 for a priority definition table.
The response and resolution times for each priority level is generally stated as the maximum allowable time the caller/ department should have to wait for service or resolution. (See Attachment 4).
Escalation procedures are important for resolving issues in a timely manner. When problems cannot be resolved at CSS or more information is necessary for resolution, CSS will follow a defined escalation process. (See Attachments 5 – 9).
Business Rules are identified to maintain continuity and will allow CSS to provide service to CSU.
Performance Measurements/ Metrics
Service Level Compliance of 90%. Service levels are required to manage the expectations of our customers and service providers.
CSS would like all callers to have the opportunity to measure the level of service provided by the CSS Help Desk. A customer survey can be provided to the caller in several ways. CSS can send by E-mail, a survey to all callers.
2.6 Standards of Operation
2.6.1 Industry Standards – Industry standards will be adhered to for all products and technologies supported and maintained by CETI. CETI will initiate ISO9000 compliant processes for quality assurance and customer satisfaction as well as ISO 14000 to ensure the environmental integrity of our processes.
These standards will be developed during the implementation phase.
2.6.2 Business Rules and Metrics – CETI will use the following metrics to measure performance of services delivered.
2.6.3 Disaster Recovery
Disaster recovery is the contingency plan for providing service under situations of severe outage. Disaster recovery must take place for processes as well as systems.
CSS’s database will be tape backed-up on a daily basis and the tapes will be stored in a fireproof box. The database will also be replicated in a real-time manner in another server off-site.
2.7 Service System
CETI will manage and proceduralize its support operations functions by use of a centrally administered data base of customer information. This data base will consist of hardware and software systems that when customized to specific situations will create the working model of the CETI Support organization.
The CETI operations concepts defined so far have called for a centralized Level One support center (CSS) located somewhere in California. We have also stated that local campus support personnel will be able to participate in Level One activities as a contractor to CETI. Therefore, the system selected must by flexible in design and implementation to allow multiple user communities access to the system.
2.7.1 Systems Design and Implementation
In order to facilitate commonality for all help desk representatives a platform will be selected that considers all currently tracked campus data for product support. This platform is an underlying Oracle database that can be accessed by multiple call center application software packages. The centralized level one help desk requirement for call tracking application software will be evaluated based on a discovery process.
The process of implementing a centralized database of users and performance data will require the development of a complete application. This effort will utilize the Applications Development and Consulting Services offerings of the CETI. At the completion of the CETI agreement , a team will be created to formalize the discovery and development process. The team will be managed by an Application Project Manager.
The costs associated with the development and deployment of a database of this size is substantial. A cost estimate will be developed as an output of the Operations and Support sub committee. Items that will impact the cost of the application development are:
Office Space
Number of Agents
System Hardware
System Software
Agent Desktops
Transport Bandwidth
Agent Licenses
Dial Up Access
Application Customizations
Pilot Tests
Deployment Training
System Maintenance
The service system will contain a centralized Oracle database for use by multiple applications. The reality of this proposition is that each campus that currently has some type of managed system would have to modify its application to conform to variances resulting from the new centralized database. During the discovery process we may find that the majority of the local systems maintain and track very similar data. If this is so then the need to maintain legacy service database systems may become unnecessary.
To replace legacy systems with the common centralized database the team would follow the same general development course. Local development would be replaced with enhanced installation and training considerations. Depending on the selection of approach the cost model will vary.
2.7.2 Call Management
CSS will be available to field service requests on a 24X365 basis. Each call will be logged and each type of service request will have an escalation process and associated metrics. The facility will utilize an ACD system and calls will be directed to the appropriate ACD group based on service type. Service system design of the call flow within the system is the underlying basis of the CETI work commitment. Care will be taken during the design phase to ensure the CSU is part of the review team. All call flows and resulting actions will be documented in a flow chart format for ease of training and tracking of process.
2.7.3 Automatic Call Distribution
CSS will utilize a Fujitsu F9600 and Fujitsu’s IntelliCenter ACD platform for call distribution to assist in the management of the call flow and customer interaction. The ACD system will manage call traffic in concert with the service system, making sure the metrics and business rules of the CETI are managed. The ACD system is external to the service system but will be developed during that process.
2.7.4 User Validation
Users will be validated based on the type of service requested. As you will see, the user community has multiple aspects. The end user caller has certain requirements for validation based on the application in use or the owned platform. Service support callers have systems validation and personal data to communicate. The system defined will manage the validation of the caller by the methods shown:
| Type of Request | Validation Method |
| CETI Desktop | Serial Number |
| E-mail Address | |
| Voice | Telephone Number |
| Service Coordination/ Service Dispatch | Employee Number or Serial Number or Warranty Number |
2.7.5 User Entitlement
Users will be entitled to use different services of the Help Desk based on their profile. Entitlement is based on the type of systems used and the associated warranties/ service agreements. The following chart describes a t high level the matrix of service features and user communities. Detailed information is provided in section 3 of this document.
| Category | Type of Service | Entitled Users |
| Service Coordination of CETI Technologies/ Products | Service Coordination/ Service Dispatch | CSU IT Personnel and CETI Warranty Customers |
| CETI Desktop | User Assistance | All Registered Users |
| CETI E-mail | User Assistance | All Registered Subscribers |
| CETI Voice | User Assistance | All Registered Subscribers |
2.7.6 Asset Management
CETI will provide asset management for all products it sells through CSS. CSS will keep record of all hardware by make, type and serial number. Software information will be recorded by version and release.
The service system will contain data fields that allow the CETI to track and manage all hardware and software covered by the arrangement or by the separate service contracts. The system and the resulting information will be used to track failures of specific products, enhance training deficiencies uncovered, prevent fraud and theft, and to manage the life cycle of the product or technology. Collection of information techniques will be based on the nature of the service agreement. If the products are sold by CETI then an internal process will be developed that updates the service system when a product is sold. If the product that is to be maintained is a legacy system then the defined qualification and validation process will extract required data from the user and system.
| Asset | Identification Method |
| ATM Switch | Serial Number, Manufacturer, Model, Software Release/ Version |
| SONET Muliplexers | Serial Number, Manufacturer, Model |
| Access Concentrators | Serial Number, Manufacturer, Model |
| Routers | Serial Number, Manufacturer, Model |
| PBXs | Serial Number, Manufacturer, Model, Software Release/ Version |
| Voice Mail Systems | Serial Number, Manufacturer, Model, Software Release/ Version |
| Desktop PC | Serial Number, Manufacturer, Model and Productivity Software Load/ Version |
2.7.7 Billing System
A billing system will be used that will consider the end user, campus department, and CSU as a whole when performing financial management transactions. The system will be required to notify the CSU of; the nature of the transaction, the contract or purchase order that covers it, valid calculations for tax, ship to or delivery locations, the requesting contact, and the performing entity specific information for the purpose of creating a customer invoice.
The system will be managed by CETI and will produce billing data daily where applicable and monthly / quarterly for those types of arrangements. The system will exhibit all the traits of a structured financial management system with cost accounting , accounts receivables , and formal reporting packages available at system roll out.
2.7.8 Knowledge Base
The event management system running on ORACLE used at CSS will also be used as a Knowledge Base for Support Representatives to use to answer Frequently Asked Questions (FAQ). There are several COTS packages on the market, including TechNet, HEAT, and Expert Advisor. The concept of an expert, learning system will be a requirement in the selection of the base software package. These types of applications provide the user with probability functions when isolating and solving technology issues. This function of the service system is essential to the refresh requirements of the CSU / CETI arrangement.
This knowledge base will also help develop reports which provide the following information:
CSS will also use TechNet as a knowledge base for all Microsoft related user assistance requests. TechNet allows Service Representatives (SR) to interrogate a database designed for supporting Microsoft products and provide user assistance for FAQs to Help Desk subscribers.
2.7.9 Call Center Arrangement
CSS will provide the Single Point of Contact for all service requests in the CSU system. Campuses which are performing Level One support can choose to become satellites off the main CSS Center. Additionally, CETI will be relying on campuses providing Level Two and Level Three contacts/ call centers for campus specific products and applications. The intent of the call center arrangement is to use existing support structures and processes wherever possible to realize economies of scale.
Dialogue has been established with the City of Fresno as a possible location for CSS . This will be our base assumption when moving forward with research and implementation phases of service system development.
2.7.10 Cost Model
A formal cost model is included in Attachment 11.
CETI will assume responsibility for all aspects of security for any system or network covered under a maintenance agreement.
The issue of security is an enormously complicated one. No document of this length can hope to address it comprehensively, and this one does not attempt to do so. Instead, it attempts only to outline in broad strokes what responsibility CETI holds for the security of the network infrastructure.
The "guiding principles" below are not intended to prescribe solutions to the problems outlined; they serve only as general bounds within which CETI security policy should be set.
I. Physical security.
CETI is responsible for the physical security of the network, from the faceplate to the Internet egress. In cases where CETI obtains the network physical infrastructure or facilities from vendors or CSU
campuses, the responsibility may be delegated to that provider.
II. Operational security.
CETI is responsible for the security of the machines required to operate the network, such as routers and switches. The ability to configure these devices (e.g., router enable passwords) will be
limited to those responsible for the network's operation. Read-only access to the configurations may be made available to other groups or individuals on a case-by-case basis.
III. Host security.
CETI is responsible for maintaining the integrity and security of those hosts that CETI itself operates (e.g., DNS servers or network management stations). It is not responsible for host security with
respect to other hosts, such as those owned and operated by individual campus departments or schools.
To guard against network intrusion methods such as "packet sniffing", CETI hosts will not share intra-building physical media (e.g., shared Ethernet) with non-CETI hosts.
IV. Disaster recovery.
CETI is responsible for network disaster recovery. This includes the ability to restore the network's functionality in the event of a widespread disaster such as an earthquake, as well as the ability to
recover from more localized disasters such fire or flood. It includes recovery from hardware failures in CETI-operated electronics.
The determination of where CETI's responsibility for disaster recovery lies with respect to desktop equipment is left to the Desktop Working Group.
V. Access control.
If a campus requires a firewall or other access control device at the border between that campus and the inter-campus backbone, CETI is responsible for the operation of that firewall. That campus may, if
it so chooses, share responsibility with CETI for developing and maintaining the specific access controls implemented in that firewall.
If CETI determines that a firewall is necessary at the Internet drain(s) for the inter-campus backbone, CETI is responsible for the operation of that firewall.
CETI is not responsible for the operation of intra-campus firewalls, such as those for individual schools or departments, although it may assume such responsibility on a case-by-case or cost-recovery basis.
VI. Intrusion response.
CETI will take prompt action in response to attempts, successful or otherwise, to violate its network security or security policies. Where such attempts originate from a campus network, CETI will inform the
appropriate campus representative of such attempts and will provide to that representative all relevant logs and data.
In the event of a successful intrusion into CETI-operated hosts or network devices, CETI is responsible for taking necessary steps to restore the secure operation of that equipment and, where possible, to ensure that the intrusion is not repeated.
CETI is responsible for providing assistance and cooperation to other Internet providers, as well as to law enforcement authorities, if an intrusion into another network is believed to make use of CETI-operated infrastructure. In addition, CETI is responsible for taking necessary and reasonable steps to prevent such intrusions from originating from CSU campuses or 4CNET subscribers (an example of this would be installing router filters to prevent IP spoofing attacks).
CETI is not responsible for responding to intrusions into non-CETI-operated CSU hosts. However, it will provide those who are with all relevant logs and other data, and it will make all reasonable efforts to assist in such incidents.
VII. Cryptography.
CETI is not responsible for providing encryption for the traffic its network carries. In those cases where encryption is required it must be provided by the application.
VIII. Authentication and remote access.
CETI is responsible for enforcing access control and authentication for all CETI-operated equipment and facilities.
CETI will support reasonable access control and authentication methods for non-CETI campus resources. It will be the responsibility of the campus to supply access lists or other information necessary for enforcing these controls.
CETI is not responsible for ensuring that persons associated with a particular campus are recognized as such, for purposes of access control or authentication, when they attempt to access campus resources from another campus or via the public Internet.
IX. Acceptable use policies.
CETI is responsible for ensuring that a clear policy of acceptable network use is made available to all users of CETI-operated networks. It is also responsible, in conjunction with non-CETI campus staff, for
enforcing this policy.
It is unknown if the procurement process is being developed by another group within CETI. From an operational perspective, the support group being defined here must be in a position to act upon sales orders.
A process will be established by where the sales process will formally notify the operations group as to the nature of work required for the sales process by the Construction Services offering. In addition, the operations group will qualify and validate the system(s) to be supported and have them entered into the service system once a formal maintenance agreement is signed.
The establishment of this process is not necessary for the current plan but will be required immediately following CETI contract acceptance.
3 - Service Offerings
Introduction
This section describes the service process aspect of the CETI arrangement. Under the agreement CETI will assume maintenance responsibilities for the products and technologies sold by CETI. In addition, CETI will be organized to assume maintenance of existing legacy systems when requested by the controlling campus or department. In order to formalize the service offerings a matrix has been developed to show offerings, program classes, and service levels available to the CSU.
Some level of service is currently provided for users, campus, and networks. These services may include call center help, installation, and hardware/software repair or replacement. The providers of the services can be the CSU itself, outside local contractors, or product vendors. The following information defines a mechanism by which service can be offered on both new products and legacy systems by utilizing existing support capabilities and by augmenting that force with industry partner resources.
3.1 Service Delivery
This section describes at a high level how each service offering will be executed and managed. The service agreements that result from these features will be used to define the exact operation of the features.
Call Center
The CETI will establish a single point of entry call center to accept calls from subscribing or T & M customers. The call center will be equipped with access to a centrally managed database of users that contains pertinent information concerning that users ID and entitlement. The receiving agent will identify the caller and provide the requested service via mechanisms defined in the support structure section of the operations support plan. These mechanisms are the second and third level support actions in place to resolve the situation or to facilitate the change desired. The agent will track calls to completion where possible and will update the system database to initiate annual agreement accountability or to bill the customer based on defined rate structures.
On Site Service
The call center will identify on site service as an entitlement or will initiate a work request based on the billable customer request. The agent will distribute the work assignment to the local appropriate Level Two center for dispatch. The on site support representative will complete the work and update the service system with appropriate time and materials data. The call center agents or some other unknown entity will review all service requests daily for release to some billing system. The service database will control issues such as rates or contract accounting automatically making the billing sequence quick and easy.
Remote Service
The remote service feature will be executed by either the first or second level support representative. As the first level agent opens the work request they are notified by the system that remote service is a valid option for this caller. If the described problem warrants the agent routes the case to the appropriate qualified servicing rep who executes the work and updates the system.
Repair Depot
A depot function will be established for each campus. The depot will coordinate upgrades or repairs to user hardware or software based on an annual agreement or on a T & M basis. The depot will manage established local vendor contracts, state wide service agreements pertaining to there area, and vendor parts repair and replacement agreements. Billing is still handled by the call center agents or the undefined entity.
Hardware Warranty
The user may select an insurance policy on their hardware. The service database notifies the receiving agent that insurance covers their hardware and that charges for failed hardware are waived. Advance replacement of mission critical components will be available to those subscribers that request the feature. It may be wise to establish an "mission Critical" product list for further evaluation of this offering. The servicing representative facilitates the repair and updates the service database at the completion of the call. Replenishment of hardware advanced to the subscribing user will be managed by some unknown entity within CETI.
Software Subscription
The service database will contain information concerning campus inventories. This information will include software revisions. Channels will be established with each supplying vendor to notify CETI of software upgrades or bug fixes. CETI will search the service database and identify any and all users that are eligible for the new software. The call center agents will be proactive when communicating with each user and will schedule or execute the revision. Software updates and upgrades will be made available via some CSU Service WEB page or via download from the WWW.
Dedicated On Site Service
This service can be delivered to both the campus and network user communities. From the campus perspective the site dedicated service may be desirable for large telecom systems whereas the network user may select the option for a NOC or some other lesser network management facility. Construction and design of the NOC would result from a combination of the Applications Development , Consulting services and construction services offerings. Staffing of the NOC is offered and controlled by the Site Dedicated service offering.
The Network Operation Center will monitor and control the inter campus and intra campus backbone networks. The function of the NOC will be to monitor network performance, reroute traffic if necessary, manage the interface with other support vendors or contractors, and generally keep the network up and operational.
Construction Services
Once the current staffing is identified and work classifications established gaps will be realized in the areas of project management and construction. Traditionally, these services have been provided by outside vendors or contractors. CETI will arrange for these construction services from skills available within the industry partners or their distributors or contractors. During the infrastructure build out phase of this operation construction will be managed and provided by the industry partners except where local efforts are capable. The agreement between CSU and the partners call for the achievement of baseline requirements over the next period of time. These construction services are somewhat different from the long term process in that in the future a requesting campus or department would communicate a need to the CETI requiring construction. CETI will assign a project manager would in turn select from available resources to execute the desired work. The construction services representatives would use the same service data base to report and document work performed. It may be necessary to provide some other method for billing on large construction projects.
Change Management
The level one call center would be tasked with managing system or component changes. As part of the entitlements profile the agent would be notified that the caller is a subscriber of Change management. The work process remains the same with escalation and skill management falling from the 1st level on through the 3rd level support channels. Changes are made and the service data base is updated accordingly.
Applications Development
The CSU would request of CETI engineers to be used in the development of campus or network applications. The arrangement would be on a bid or time and materials basis. The assigned engineer would work with the requesting campus or department and design, develop, test, and gain acceptance of, the requested work. The CETI would develop some type of communications method to notify other potential users of the application that it is completed and available for use. Distribution and implementation of custom applications to other than the requester would be controlled on a T & M basis.
Consulting Service
The CETI will provide for consulting resources to be available to the CSU. These services will be offered by highly skilled engineers when requested by a campus or department
Time and Materials Service
Any and all service offerings can be obtained on a T & M basis. However, with this type of arrangement the CETI would not necessarily have any kind of signed agreement to do work. A standard T & M agreement must be included and signed by the CSU to cover all liabilities when executing T & M work.
3.2 Service Offerings Definitions
To satisfy the requirement for value added service to the CSU and to adequately maintain the products and technologies sold by CETI it is necessary to create generic service offerings. These offerings can be tailored for each user community program class as well as be packaged to offer levels of service not currently available to the CSU. This section gives the basic description of the service. Additional information is provided in subsequent sections.
Offerings
Call Center Access Site Dedicated Service
On Site Service Construction Services
Remote Service Change Management
Repair Depot Application Development
Hardware Insurance Consulting Services
Software Subscription Time and Materials
24x7
Call Center Access
Call center access will provide the subscriber with levels of access to help desk service. The offering will establish validation techniques, numbers of calls, and levels of support provided. This service can be packaged in some quantity as an annual agreement or can be charged per incident.
On Site Service
This offering will entitle the subscriber to service at the location of the equipment, whether on campus or off. A sphere of influence will need to be established to ensure travel to the customer location does not impact the cost of the service. This service can be packaged in an annual fee arrangement of be charged as time and materials based on the established rate
Remote Service
The offering entitles the subscriber to dial in maintenance activities. This offering will normally be coupled with the on site program providing the subscriber with quick dial in diagnosis and on site work when necessary. The program provides the user with a resource capable of servicing the product from some remote location. This service will be packaged with other offerings and will be offered in an annual agreement of can be charged on a per incident basis.
Repair Depot
The depot concept is defined as a method ake their equipment for hardware or software assistance. The depot will provide hardware fix or replacement service for subscribers along with hands on software service.. Access to the repair depot is not limited to subscribers, walk in service will be offered at a time and materials rate. This offering can be packaged in some agreements where the subscriber has a specified number of visits covered by the annual fee.
Hardware Warranty
This program protects the user against failure of a system or component and will include fast turnaround or advanced replacement type features for campus and network users. As an option to this offering customization can occur which expands this item to a disaster recovery arrangement. If the items to be insured are deemed mission critical then the insurance program could be modified to include provisions for "hot spares". An offering such as this can be extended to legacy systems or machines by will require some qualification and acceptance by the service provider. This offering will be an annual fee service only.
Software Subscription
This offering gives the subscriber operating system or productivity applications software refresh for the period of the agreement. Any new vendor sponsored upgrade or bug fix to the base software package will be provided free of charge. This offering will an annual fee service only.
24x7
This service provides the user with access to or service from the supporting organization 24 hours a day, 7 days a week.
Dedicated On Site Service
This offering provides the subscriber with a on site resource for the execution of defined tasks. These tasks are normally product or technology specific and require an elevated skill set. The subscriber pays an annual fee and has access to the individual. This offering is used as part of the Network Operations Center (NOC).
Construction Services
This offering consists of project management, project coordination, training, and physical construction. Available to the CSU will be construction crews or individuals that are capable of planning and installing products or technologies associated with the agreement. The use of outside sub contractors for heavy construction is managed through the construction services offering. All construction services will have established rates for labor. However, the requesting user can solicit a cost estimate from the CETI thereby providing the campus with a fixed cost for services rendered
Change management
This service offering will consist of a mechanism for end or systems users to request changes to existing systems of components. These changes may come in the form of software or hardware and are different than repairs or preventative maintenance activities. This service can be packaged with other offerings and be covered by an annual fee or be accessed on a per incident basis. A rate for change management will be established for the T & M use of the service.
Applications Development
An offering of resources to perform custom application development for specific campus needs. This program consists of highly skilled engineering professionals who would be contracted by the requesting department of campus. This is a "for fee" service and is not included in annual fee arrangements. Each specific work action will be charged at the established rate for these service.
Consulting Services
This offering provides an available resource to the CSU for design services. This is a "for fee" service and is not associated with an annual agreement.
3.3 Program Classifications
It has been determined that the segmenting of the user community and the associated technologies into 3 distinct classifications will provide a structured, formalized method of organizing the service system, financial management, and the support channels. The class structure permits the reuse of similar programs across multiple product suites that utilize different pricing models. The contents of each program classification contains both software and hardware elements.
User Products – are defined as desktop or laptop computing technologies. These include all hardware associated with the computer device and baseline applications installed on it.
Campus Products – are defined as the intra campus backbone technologies, local area networks, server technologies, voice communication systems and their peripherals, video systems, and physical plant.
Network Products - are defined as the inter campus backbone, the Network Management Systems, satellite systems, and Voice Network Facilities.
An exact listing of specific products will be given once the baseline definitions are complete.
3.4 Service Level Options
The current condition of the CSU support structure indicates that service levels will be necessary to augment the local support staff where requested or necessary. Since local staff exists and may choose to continue to maintain legacy systems, the CETI will be organized in such a fashion that customized support can be obtained by the local campus or staff when required. In addition, new products and technologies provided by CETI can be support by the local staff if so desired. In order to accommodate these possible levels of local participation situations the CETI has created program options that reflect levels of service.
These service levels are used by the service system for entitlement control and cost and revenue accounting. The four levels selected are Self Maintenance, Basic, Standard, and Full with basic being the equivalent of todays level of service on legacy systems. The following matrix shows the user communities and the standard features of the packaged offerings.
Service Programs
C = Included in the periodic contract
F = Optional "For Fee" service
The program options are intended to be used as a renewable feature for the campus. All arrangements have a minimum of 1 year duration with campus and network renewable for 10 full years. For the user classification the program offerings will be renewable for a period of up to 3 years from purchase. Anything longer for desktop is not necessary since the refresh requirement makes them obsolete after 3 years. Any service feature can be selected on a time and materials (for fee) basis with each of the offerings having a specific rate for the service rendered. See attachment 12 – Pricing Schedule. Discounts are provided for contract versus walk in type customers.
In order to implement packaged offerings such as those described individual contracts will need to be established. Within these contracts will be selection boxes for those items that are "for fee". These optional features would be priced at preferred rates for contract users as opposed to someone who simply selected the offering on a T & M basis. All users receiving service from CETI must sign at least an individual T & M contract. This can be in the form of a work order type ticket that clearly states liabilities and responsibilities. The creation of service agreement contracts will be the responsibility of the CETI Operations group, following contract acceptance.
Maintenance on CETI supplied products would begin following system "in service" and be required by the accompanying CETI / CSU maintenance contract. Other systems such as 4Cnet will be adopted by CETI based on measurement of the proposed work. As mentioned, service agreements will be established on those products or technologies that the CSU or a campus / department has requested quotes on. This section describes the programs available for the baseline products introduced by CETI.
The baseline concept is a key factor of the initiative. For the purpose of service and support costing it is necessary to define those baseline items to be supported.
User Package
The user who purchases a CETI sponsored desktop will have the option of selecting one of the four program levels defined. The user will select the program at purchase and be billed at that time. The package selected is entered in the data base and the entitlements tracked when interfacing with the CCS.
Campus Packages
The campus or department selects a package for the plant, voice system, campus apps, or video system. The contents of the package are similar across each system type but has unique calculation formulas for costing. The CETI qualifies the system by the established procedure and enters the package in the service system.
Network Packages
The CSU will solicit support on the inter campus backbone and its switching components. The package selected is entered into the system for entitlement tracking following the qualification and validation procedures.
This section describes the price schedule for service packages. The information is used to determine the charges to be levied by CETI for the support of new baseline technologies. As stated, pricing for legacy systems will be on a quoted basis following some as yet undefined test and acceptance procedure. For actual pricing schedules see attachment 12.
One of the basic requirements for service defined by the CSU is a 10 year coverage agreement. This "extended warranty" is valid for campus and network components or systems only. User desktops will be on a 3 year cycle of refresh and therefore would have only a three year program available. The defined service programs provide for optional levels of service which will be applied as multiple year packages based on the CSU requirement.
CETI has established a pricing model to calculate the anticipated outlay for service on baseline systems. This calculation results in a feature price per year. The feature price is added to other features of that package to create a total price per year for the service program. The calculation is repeated for each individual piece or system for the campus or department.
For the products and technologies sold or leased by CETI the user will be provided one of the service packages previously defined. This package will be priced into the product and will be standardized for that technology type.
The CSU will have the option of selecting enhanced or extended services up to and including a 10 year arrangement..
4 - Operations Management
Because of this diversity, the intention of the management structure will be to provide an infrastructure that will deliver a complete operations solution for all CSU campuses to utilize. It is understood that some customers will have a "if it’s not broke… don’t fix it" concept and the critical element in these situations is to establish a presence and understanding that whatever services are required, a management point of contact (POC) will be available.
After initial assessment of the CSU customer base, the Operations and Support organization will be structured to deliver the breadth of services required by the CSU community. This includes Help Desk, regionalized hardware and software services, network operations and support, planning and implementation services, training, engineering services, and technical support. The following chart profiles the standard operations solutions with a Northern and Southern Regional Manager filling the role of the previously mentioned POCs.
Benefits of this approach include:
Definition of Level 1 Support. Level 1 support will be provided by CSS Support Representatives (SR). They will be the primary interface with end users and will verify user/equipment entitlement. They are capable of providing end users with user assistance, basic hardware and software troubleshooting, setting priorities, escalating to the appropriate second level support, tracking, and providing status to accomplish the desired results.
Definition of Level 2 Support. Level 2 support will be provided by Support Analysts (SA) located in the CSS. They will have advanced support capabilities to isolate and resolve problems remotely. They will determine the need for additional support including advanced technical support, on-site personnel, outside contractors, repair depots, or network technical support personnel.
The primary CETI Support Services (CSS) Help Desk will be strategically located within the CSU system. Campuses which are currently providing Help Desk Support will be able to participate as satellite desks at their discretion. CETI recognizes the value of current CSU personnel and will utilize all current CSU personnel who are qualified in providing this level of service. In addition to the direct support teams, the Support Center's Operations Manager(s) is responsible for the ongoing operations and implementation of new processes and services.
CSS will maintain a database of all end users/equipment entitled to the services provided by CETI. CSS uses this database to verify entitlements and manage support requests to provide monthly reports, and to build a knowledge base. The sources used to maintain this database will come from the CSU and from the Unified Messaging initiative.
CSS will use a fully automated Help Desk environment. An event management system such as Remedy, running on an ORACLE database will allow CSS to log, dispatch and track customer requests for support by product, service and detail. This event management system will also allow CSS the flexibility to set parameters for service levels associated with different types of requests. When a ticket is opened with CSS, the system will time stamp the request, which enables the support team to keep track and respond within the specified service levels. Most importantly, the system allows CSS to serve as a single point of contact for all end users at the CSU.
CSS will utilize an Automatic Call Distribution (ACD) System to process customer incoming requests. Support Services will provide Help Desk support, Monday through Sunday, 24 hours per day, 365 day per year. To contact CSS via telephone, the end user will dial a single toll-free number. Additionally, an Interactive Voice Response (IVR) will be deployed to allow callers to direct themselves to a specific group of Support Representatives.
4.1.2 Services Profile
The Services organization will oversee and direct the delivery of all service offerings performed on the campuses. This function has been divided into two regionalized entities to provide improved focus to the CSU customer base based on geographical diversity. Experience has shown that by decentralizing field management efforts, a services organization is able to render the most timely and effective support to the customer. As this service expands to encompass more of the CSU technology, there may be a requirement to form additional regions. It has been noted that the northern portions of the state system may be better served with "Coastal" and "Valley" regions, further improving the service to unique campus requirements.
The manager of these organizations will act as the liason/point of contact for all CETI/CSU requirements, concerns, and service delivery issues. They will have the knowledge and flexibility to provide rapid assessment and resolution of any unique campus equipment problems, and can overcome those issues related to the unique geography of their areas and the individual campuses. Regional Managers control all of the resources necessary to assure prompt response to user needs. Personnel, material, documentation, and technical support can be assigned to any campus or FSR within a region to promptly repair a system failure and/or to assist a user with the resolution of any unusual problem.
It is anticipated that many of the larger campuses will also have on-site managers or supervisors to oversee the daily activities performed at their respective locations. Field Service Representatives (FSR) would provide Remedial Maintenance (RM), Preventive Maintenance (PM), and Installation services for all approved Legacy and CETI hardware and software installed on CSU campuses. Field Service personnel would be a combination of on-site (residential) and on-call. CETI recognizes the value of current CSU personnel and will utilize all current CSU personnel who are qualified in providing this level of service. New FSRs will be hired where necessary to meet the service requirements of CSU.
All Services management and FSRs will be equipped with pagers and cellular phones to ensure instant availability for information flow and problem escalation. The Services organization works in concert with the CSS and other support organizations to achieve the established repair and restoral requirements. Managers and Supervisors will visit with campus representatives to discuss service performance and any issues of concern for CSU personnel.
Repair Depots: CETI will also provide a depot maintenance service that will repair and upgrade hardware and software components covered in the agreement. Depot maintenance will be performed at strategically located Depot Repair Facilities (DRF) based on the level of effort required to meet CSU needs. They will provide "Carry In", "Over the Counter", and "mail-around" depot maintenance services based on an annual agreement or on a T & M basis.
Where depots are not located on-campus it is planned to have a campus location to allow equipment to be dropped off for depot repair and return. The pre-established turn-around time will be measured from the time the item arrives at the DRF to the time the item is operationally returned to the CSU user, or is placed back on-line in the CSU network. Defective items can also be shipped from the user or FSR to the repair facility and be shipped back if this is the most expedient method for achieving this service.
Some of the services that will be provided by this organization will include:
On-Site (residential) Service: Residential maintenance will be provided to all campuses with a level of effort that justifies on-site support during established Principle Periods of Maintenance (PPM). This service can be delivered to both the campus and network user communities. From the campus perspective the on-site service may be desirable for large telecom systems or installed desktop base, whereas the network user may select the option for a NOCC or some other lesser network management facility. Maintenance performed will include remedial, preventive, and installation services as required. FSRs will be dedicated to service the requirements of the campus to which they are assigned. Residential maintenance is initiated by the receipt of a call at the CSS Help desk from an end user. If determined by the Support Representative (SR) that on-site service is required, the call will go to the Services Organization.
On-Call Service: On-call maintenance will be performed as both preventive and remedial during established Principle Periods of Maintenance (PPM) at those campuses without on-site FSRs, and Outside Principal Periods of Maintenance (OPPM) at all campuses. On-call maintenance is initiated by the receipt of a call at the CSS Help desk from an end user. If determined by the Support Representative (SR) that on-site service is required, the call will go to the Services Organization.
Remedial Maintenance: Remedial maintenance applies to defective hardware or software in any segment of the network that a CSU user has provided notification to the CSS Help Desk. This includes first level call center support, second level technical expertise, third level vendor product changes such as bug fixes, on site software and hardware support, and repair depot availability.This level of maintenance is applicable to all products covered by CETI.
Preventive Maintenance: Preventive maintenance is regularly scheduled activities to assure the correct operations of both hardware and software items within the environment in which they are normally expected to operate. Preventive maintenance is to be performed at times coordinated between the CSU user and CETI. It will also be in accordance with established vendor (OEM) published guidance if they exist.
Installation Services: This category includes software upgrades and package enhancements which may be part of some agreement as well as physical relocation, installation, deinstallation, and expansion of systems or components included in the CETI/CSU agreement. This service will include the implementation and installation requirements of the Refresh option.
The following chart shows how the Services organization would be structured.
CSU currently supports the 4CNet network utilizing a Network Operations Center at WestEd in Long Beach. It would be advantageous to investigate this facility and organization as the nucleous for a start-up NOCC for the infrastructure buildout and campus networks. Although space, flexibility, and resources would be a consideration for the establishment of a permanent center, the WestEd operation may offer the partnership a quick and cost effective solution for network and help desk support. It is recommended that there also be at least one additional NOCC to provide back-up support capabilities during any disaster or crisis situation. This back-up operation should be located in Northern California or outside of the state in the event of a widespread disaster. This will offer the CSU infrastructure the highest level of survivability and support. Both NOCCs will have the infrastructure and capability to provide all required monitoring, diagnostics, and technical support for the CSU network. Future requirements may dictate an additional, full-scale facility somewhere else in California.
Network Operations will have a Network Engineering staff capable of operating, managing, and performing problem isolation on all current campus networks, and 4CNet. They will also work closely with the Infrastructure Buildout initiative to evaluate and integrate the future needs of the CSU network. The NOCCs will also be equipped to specifically address the needs of the current network infrastructure at the campus level and on 4CNet. The total CSU network will benefit from the capabilities of this organization to monitor, evaluate/assess, and optimize the performance of the network and all its communications components. The optimization and its implementation will be assured through the use of state of the art hardware and software tools, such as Solstice Enterprise Manager, HP Openview DM platform, CISCO Works, Synoptic Optivity, various database tools, and network sniffers.
The NOCC will also act as the interface to circuit providers such as GTE, AT&T, Sprint, and MCI. All actions will be tracked through the CETI Support Services Help Desk.
4.1.3.1 Systems Management Support: CETI will provide both enterprise-wide systems management support for the Inter-Campus WAN, and campus-specific support to LANs and Metropolitan WANs. Systems management support activities shall include network administration, system fault management, system performance management, system configuration management, and network security management (as applicable).
4.1.3.2 Network Operations and Control Center Management: CETI will provide 7X24 support to monitor and evaluate the performance of the CSU network(s), and LAN and WAN components. This service will be provided 365 days/year at one or both NOCCs to ensure CSU network availability metrics are met. The following will be the responsibility of CETI NOCC personnel:
4.1.3.4 System Fault Management: CETI will have responsibility to provide on-site and/or remote fault management including detection, isolation, and correction of irregularities in network and other system component operations. This service will include the following:
The following chart shows how the Services organization would be structured.
4.1.4 Training Profile
4.1.4.1 Technical Operations Support Personnel
4.1.4.2 Technical Operations Support Certifications
A standard certification will also be applied to the technical support staff employees. These certifications will provide a qualified level of expertise and proficiency along with establishing a technical certification career path to assist in employee performance measurement and quality customer service.
Tech Support Certifications: Information Technician Level III [primarily software]
Information Technician Level II [help desk staff]
Information Technician Level I
Technical Support Engineer Level III [network]
Technical Support Engineer Level II
Technical Support Engineer Level I
Communications Support Engineer Level III [voice/video]
Communications Support Engineer Level II
Communications Support Engineer Level I
These certifications will also require incorporation of NT, router, hub, ethernet/fiber, disciplines which are not confirmed at this time.
4.1.5 Implementation and Planning Profile
Procurement - This process will be defined in the Master Services Agreement.
4.1.5.1 Site Surveys
CETI shall perform site surveys of CSU facilities, as tasked by CSU to implement an Installation, Move, Add, or Change (IMAC). A site survey may be ordered for a new facility, relocation of systems/components among existing sites, or to remove systems/components from existing facilities. A site survey may include, but is not limited to, the following:
4.1.5.3 System/Component (hardware/software) Installation, and
Integration and/or Removal
For relocation, CETI will be responsible to deinstall and reinstall equipment at a different location within the same site or at another site, as tasked by the CSU. This includes deinstallation of LAN/WAN equipment from their current location and reinstallation at a new location. In accordance with the information obtained from a site survey, a LAN/WAN design plan for reinstallation of the equipment into the new site/facility shall be submitted for CSU approval.
4.1.6 Quality Profile
Benefits derived from establishment of quality compliance include:
4.1.8 Engineering and Design Profile
The CSU infrastructure will provide the basis for meeting the short and long-term objectives of the university. Technology advancements may continue to offer significant improvements to the methods for delivering education and achieving a leadership role in community relations. This group will be responsible for working closely with CSU IT personnel to determine the needs of the campuses and seeking the most effective means to deliver the product. They will also keep abreast of technology and recommend products and services that could help CSU achieve their objectives. When it is determined that the CSU has interest in new technology, this organization will plan, integrate, test, and implement the new technology. This group will also provide engineering and design input to CSU regarding refresh options.
4.2 Transition and Integration
The transition to CETI-supported contractor maintenance will occur in several stages during the initial three years of this contract. It will be dependent on the CETI infrastructure buildout, product development schedules, individual campus requirements, and current subcontracts that are in place to service CSU. All transitions to CETI maintenance and the subsequent integration of CSU service requirements into the CETI support plan will be accomplished with minimal disruption to CSU operations. The transition of services will be planned using ninety day phase-in periods. These plans will be developed in concert with CSU campus and administrative personnel to ensure CSU will not incur unacceptable disruptions.
CETI will assume full responsibility for all operations and maintenance activity at the conclusion of each plan and phase-in period. During each phase-in period, CETI will become familiar with performance requirements, establish the support organization, and finalize the maintenance plan. At a minimum, CETI operations support personnel will address the following areas during the development of all Transition Plans:
Tier 1 support will perform problem intake, respond to general questions, identify and resolve problems, and provide general information relative to problem status, training, and documentation. To maximize problem resolution, there are two levels within this Tier. Support Representatives (SR) will be front-line analysts with broad-based skills who focus on problem intake, resolving general issues and providing quick response to most commonly asked questions or reported problems. For more complex problems, the SR will transfer the call and the trouble ticket to a Support Analyst (SA). These analysts are regarded as subject matter experts (SMEs), or are more skilled in commercial-off-the-shelf (COTS) software, hardware maintenance, or a CSU-specific network environment. These analysts will resolve hardware problems, operating system problems, and provide real-time COTS software instruction to end users. If the problem cannot be resolved here, either Tier 2 or Tier 3 support is immediately requested. Tier 1 personnel will capitalize on bulletin board capabilities to take proactive approaches to inform the user community of the most commonly diagnosed problems, and to provide information on available publications and end user training.
Tier 2 support is provided by a technical staff with expertise in: COTS software, network administration, hardware maintenance, mainframe hardware, operating systems, and statistical and DBMS software applications. This support includes technical support engineers (TSEs), system administrators, computer operators, residential support personnel available on campus, and on-call personnel who are dispatched to the campus to provide end user assistance. These personnel may be located in the Help Desk facility, on CSU campuses, or in the Network Operations Center. They could be CETI or CSU personnel, or a combination of both. They will have the capability to incorporate remote systems management capabilities to implement the "fix" or to demonstrate functions. Remote systems management is accomplished through the use of products such as HP OpenView, Microsoft SMS, Intel LANDesk, or PCAnywhere.
Tier 3 entails the use of outside support, which includes accessing the technical support infrastructure of hardware and software OEMs, CSU and/or CETI vendors, subcontractors, and consultants, or CETI personnel who hold responsibility for some segment of IT infrastructure support.
The methodology that will be incorporated by the Help Desk will be to assign severity levels to service requests as they are received. These severity levels will then drive the time to acknowledge/respond and the time to repair, regardless of whether the request is hardware or software. This approach is based on industry experience that demonstrates requests cannot always be classified as hardware or software based on user description. In order to provide the most rapid service, technical support personnel will be well versed in both hardware and software support and will be quickly utilized to provide assistance when the service request is not resolved at Tier 1. A flow diagram depicting a sample Escalation Process is shown below. Specific escalations will be defined and documented as requirements are determined.
Sample Escalation Process
4.7.1 Installation Standards
At the request of CSU, installation of new or supportable equipment will be performed to meet campus requirements. All installations will follow acceptable industry standards using the highest quality materials. Technicians will be trained to perform installations in a workmanlike manner. Internal equipment configurations, and network setups will be properly documented. When available, OEM user documentation will be left with the user (or designee).
At the completion of the installation, the equipment will be tested in accordance with manufacturer's specifications. Once it is determined that the equipment meets or exceeds specifications, the user (or designee) will verify completion of installation to his/her satisfaction.
4.7.2 Systems Performance
Each system covered by CETI for CSU is expected to meet or exceed the manufacturer's specifications. Equipment which falls below specifications will require maintenance to return the unit to service. Periodically, system failures will result from the lack of a proper operating environment, including but not limited to: temperature variations, power fluctuations/failures, severe weather, and act of God. The survivability of a piece of equipment will vary by manufacturer, model, and type of equipment.
Equipment performance can be monitored and reported to identify trends and anticipate failures. These reports can also be useful in determining the need for equipment upgrades. Reports of this nature can be performed at the customers request or when the Industry Partner requires information to better serve the CSU customer.
4.7.3 Support Metrics
Metrics are useful tools to trend system performance and improve the productivity of a system or procedure. The Industry Partners in concert with CSU will establish network performance requirements and determine the methodology to measure those requirements. It will be important to baseline the current infrastructure performance to identify areas that require improvement. Where necessary, a performance improvement plan will be established to elevate network performance to meet expectations. Ongoing metrics will be performed at strategic points to ensure the functionality of the network is not compromised.
The CETI Partners will continue to use metrics as a focal point to increase the efficiencies of the equipment, personnel, and operating procedures. The metrics necessary to accomplish this goal will be established based upon the expected return, the ease of gathering the information, and the reporting methodology. Efficiencies of overall technology operation will enhance customer confidence, reduce costs, and improve CSU user access.
5 - Technologies Refresh
The CETI Operations and Support organization will provide implementation and installation support for the refresh activities determined appropriate for meeting the CSU objectives. Operations will also provide follow-on maintenance for all equipment approved and installed under technology refresh.
This section will be further developed in conjunction with the Network Buildout and Desktop groups.
Attachment 1
Supported Products:
Desktop Systems
All X86 based systems
Macintosh – PowerMac 6.0 and higher
Macintosh – Powerbook 6.0 and higher
Silicon Graphics – All models
Sun Sparc – All models
HP Desktop, Work Stations and Laptops – All models
Axil Workstations – All models
Tektronix Work Stations – All models
Digital Workstations – All models
Servers
IBM RISC 6000 and Compatible Products
Sun Enterprise
HP Servers 9000
Axil
Digital Servers
Printers
Lexmark – All laser and dot matrix
Epson – All laser and dot matrix
HP – All laser and dot matrix
Kyocera laser printers
Digital laser printers
HP Plotters
HP Scanners
Ancillary
APC UPS products
Best UPS products
Tripplitte UPS products
Exabyte Tape and Disk products
Telephony
Fujitsu Series 3
Fujitsu Starlog
Fujitsu Focus
Nortel Option 21 – 81
Nortel Norstar
Lucent G3
Lucent System 75
Lucent System 85
Lucent Merlin
Lucent System 25
NEC 2400
Centigram VoiceMemo Systems
Octel Voicemail Systems
Lucent Voicemail Systems
VSAT
Hughes
Network
Fujitsu SONET Products
Fujitsu FLM Products
Cisco Network Products
Bay Networks (Synoptics) Products
HP Network Products
Optical Data Systems Network Products
Cabletron Network Products
Operating Systems
Windows 95
Windows NT
Macintosh 6.0 and Higher
UNIX – All BSD Compliant
Solaris
Novell 3.12
Novell 4.1
HP–UX
AIX
DOS
Applications
MS Office Suite 3.X
MS Office Suite 95
MS Office Suite 97
MS Mail
MS Mail Remote
MS Exchange
Windows Messaging
NetWare 4.1
Perfect Office Windows (Word Perfect, QuatroPro, Work Perfect Presentations)
Harvard Graphics for Windows
Norton Anti-Virus
Norton Desktop for Windows
Norton Utilities
ACT!
Shapeware
Visio
WordPro
1-2-3 for Windows
Freelance Graphics 96 for Windows 95
Approach
Virus Scan for Windows
Paradox for Windows 3.X and Windows 95
PC Tools Deluxe
Corel DRAW!
Corel Flow
WordPerfect for Windows
Corel Presentations for Windows
Corel Photohouse
Internet Browsers – All majors
Attachment 2
CSU Level 2 Contacts
To Be Defined – This should be a list of the services provided on each campus today as well as a list of names and functions of support staff members.
Attachment 3
List of CSU Employees with Priority Status
| Name | Title | Location |
Attachment 4 - Sample
Sample Call Severity/Response and Resolution Times
| LAN and WAN | Priority | Response Time | Resolution Time |
| Install software | TBD | TBD | TBD |
| Set-up Printer | TBD | TBD | TBD |
| Install NIC hardware | TBD | TBD | TBD |
| Cannot print from local PC | TBD | TBD | TBD |
| Password Reset | TBD | TBD | TBD |
| Access Builder Password | TBD | TBD | TBD |
| No DOS Group | TBD | TBD | TBD |
| Expired grace log-in | TBD | TBD | TBD |
| Set-up application security, directories | TBD | TBD | TBD |
| General application questions | TBD | TBD | TBD |
| No one on premise can print | TBD | TBD | TBD |
| Cannot log into local LAN | TBD | TBD | TBD |
| Problems with tape back-up | TBD | TBD | TBD |
| Cannot log into local LAN from any PC | TBD | TBD | TBD |
| Server is down | TBD | TBD | TBD |
| Route problems | TBD | TBD | TBD |
| Intranet | |||
| Server Down | TBD | TBD | TBD |
| Intranet application problem | TBD | TBD | TBD |
| Event Management System | |||
| User is able to work | TBD | TBD | TBD |
| User is unable to do work | TBD | TBD | TBD |
| Server Down | TBD | TBD | TBD |
| MS Exchange Mail/MS Mail Remote | |||
| Cannot access MSMail or other outside resources | TBD | TBD | TBD |
| Frequently asked questions | TBD | TBD | TBD |
| Unable to send/receive Internet Email | TBD | TBD | TBD |
| Unable to send/receive Macintosh mail | TBD | TBD | TBD |
| Cannot receive broadcast messages addressed to their location | TBD | TBD | TBD |
| Cannot access MSMail through the LAN or through Mail Remote and MSMail locks up one or more times | TBD | TBD | TBD |
| Post Office server problems | TBD | TBD | TBD |
| Create/Modify/Delete Lan user | TBD | TBD | TBD |
| Create/Modify/Delete Remote user | TBD | TBD | TBD |
| Create/Modify/Delete Shared Folders & Postings | TBD | TBD | TBD |
| Hardware & Application Support | |||
| Any virus | TBD | TBD | TBD |
| Software and hardware questions | TBD | TBD | TBD |
| Telephony Support | |||
| Pagers, Sprint Cards, MACs, Misc. Requests | TBD | TBD | TBD |
| FIPN | TBD | TBD | TBD |
Attachment 5 - Sample
Calls Requiring IS Level 2/3 Support
| Step | Procedure |
| 1. | CSS will receive a request from an end user and open a case |
| 2. | CSS will screen the call and
determine the nature of the request If CSS is able to resolve the problem, then they will close the case If CSS is unable to resolve the problem, then they will proceed to the next step. |
| 3. | CSS will route the call to IS Level
2 If an emergency call: 1. CSS will attempt to contact Level 2 a. CSS to advise Level 2 of name, case number, and description of problem If unable to contact Level 2 a. CSS to page Level 2 b. CSS to advise end user that a specialist will return their call ASAP 2. CSS to alpha page of the same request to Level 2. The page will include: CSS case number, short description of the problem, and severity level.
If a major or minor priority call: 1. CSS will attempt to contact Level 2 a. CSS to advise Level 2 of name, case number, and description of the problem If unable to contact Level 2: 1. CSS to advise end user that a specialist will return their call within 2-4 hours between 8:00 a.m. - 5:00 p.m. PST 2. CSS to an alpha page of the same request to Level 2. The page will include: CSS case number, a short description of the problem, and severity level. 3. Proceed to next step |
| 4. | Level 2 support to respond to end
user within designated time frames to resolve request |
| 5. | Level 2 support to update Event Management System/ Knowledge Base with status, resolution documentation, and closed case. |
| 6. | Upon resolution, CSS will send Customer Satisfaction Survey to end-user. |
Attachment 6 - Sample
PC Break and Fix
| Step | Procedure |
| 1. | CSS receives request from end user |
| 2. | CSS will screen call and determine nature of request |
| 3. | CSS will open a ticket and attempt
to resolve the request If CSR resolves request; close ticket If CSR is unable to resolve request, proceed to next step |
| 4. | CSS to verifies entitlement. If user is entitled, proceed to next step. If user is not approved, then discuss possible alternatives and follow through. |
| 5. | CSS to call hardware dispatch line to open ticket. CSS to provide site location, user name, phone number, serial number, make, model and description of the equipment, and description of the problem. |
| 6. | CSS to obtain hardware line ticket number and log in Event Management system |
| 7. | Hardware site specialist to call CSS, leave a message indicating that they have contacted end user with scheduled arrival time for technician. |
| 8. | Hardware specialist to call end user
with scheduled ETA and attempt to trouble-shoot over the
telephone. If hardware specialist/ technician is unable to reach end user: 1. Specialist to advise CSS of scheduled ETA 2. CSS to contact end user and advise scheduled ETA. If ETA is not acceptable by end user: 1. End user to contact CSS to reschedule 2. CSS to contact Hardware Dispatch line to reschedule |
| 9. | Hardware technician to arrive on-site to fix PC. |
| 10. | Hardware technician resolves
problem. Escalation: All to Be Determined. Listed below are examples only. Two hours on site, technician to provide status to local branch manager. Four hours on site, a second field engineer will be dispatched Ten hours on site, a national engineer will be dispatched |
| 11. | CSS to follow-up with user to determine if work is satisfactory and evaluate CSS service |
Attachment 7 - Sample
PC Hardware Under Warranty
i.e., Laptops, Desktops
| Step | Procedure |
| 1. | CSS will escalate the call to Hardware Specialist to identify and coordinate service contract procedures. |
| 2. | CSS will recommend to the end user to back-up data onto the network drive and pull out cards and additional memory before sending a PC back to the manufacturer. |
| 3. | CSS will advise end user that they may get a loaner lap top from the Repair Depot. The loaners will be loaded with: One of the "University in a Box" configurations. |
| 4. | CSS to close call. |
Attachment 8 - Sample
CSU Telephony Support
MAC Requests
| Step | Procedure |
| 1. | CSS to receive request for MAC work from end user |
| 2. | CSS to open case in Event Management System and complete Telephone Service Request |
| 3. | CSS to E-mail completed form to local campus MAC Coordinator |
| 4. | MAC coordinator to call end-user within predetermined period of time to obtain additional information, if required, and obtain appropriate approval |
| 5. | Remote MAC Desk to complete MAC and update and document Oracle with status |
| 6. | MAC Coordinator to close case when request is completed |
| 7. | CSS to follow-up with Customer Satisfaction Survey |
Network Telephony Calls
FIPN (ISDN Private Network)
| Step | Procedure |
| 1. | CSS to receive request regarding FIPN problems |
| 2. | CSS to open case in system If technician is calling, then determine if "Basic Troubleshooting Guide" has been completed. If completed, proceed to next step. If it is not a technician calling, then ask if one is available to complete the "Basic Troubleshooting Guide". If technician is not available, proceed to next step. |
| 3. | Page Network Manager, 800-xxx-xxx, using paging software indicating status/findings of troubleshooting. |
| 4. | Network Manager to update and document Event Management System |
| 5. | Network Manager to close case in the Event Management System |
| 6 | CSS to follow up with Customer Satisfaction Survey |
Attachment 9 - Sample
Minor Issues: Problem does not affect the user from performing his/ her job duties.
| Step | Action |
| 1. | CSS to receive the call, to log it in Oracle, and to troubleshoot (document the case number, what were they trying to do, at what stage of the process did the problem happen, CSS to try and reproduce the problem while talking to the end user) |
| 2. | CSS to advise the user that these cases are batched up and sent to the IS Programmer by X:XX pm daily |
| 3. | CCS to send an email listing all the new cases created for the day by X:XX PM to TBD |
| 4. | CSS Programmer to respond to each
case and document in Event Management System the status
by the end of the next business day. If a response or status is not documented within X hours, CSS will follow the outlined escalation process. |
| 5. | IS Programmer to resolve the case,
document, and change the "Service Detail" field
to "Resolved" within X hours. If case is not closed or status is not documented within the appropriate resolution time, CSS will follow the outline escalation process. |
| 6. | CSS will monitor the resolved cases, verify resolution and notify the end user of status and change the "Status" field in Event Management System to "Closed". |
Attachment 9 (Continued) - Sample
Major Issue: Problem affects the user from performing their job duties.
| Step | Action |
| 1. | CSS to receive the call, to log in Event Management System, and to troubleshoot. (document the case number, what were they trying to do, at what stage of the process did the problem happen, CSS to try and reproduce the problem while talking to the end user). |
| 2. | CSS to advise the user that an IS
Programmer will be notified immediately and they should
receive a response within an hour. If a response or status is not documented within 1 hour, CSS will follow the outlined escalation process. |
| 3 | CSS to call IS Programmer or leave a voicemail message with the Event Management System case number and short description of the problem. |
| 4. | CSS Programmer to resolve the case,
document, and change the "Service Detail" field
to "Resolved" within X hours. If case is not closed or status is not documented with appropriate resolution time, CSS will follow the outline escalation process. |
| 5. | CSS will monitor the resolved cases, verify resolution and notify the end user of status and change the "Status" field in Event Management System to "Closed". |
Emergency Issue: Problems with the server/network.
| Step | Action |
| 1. | CSS to receive the call and log in to Event Management System, and troubleshoot. (document the case number, what were they trying to do, at what stage of the process did the problem happen, CSS to try and reproduce the problem while talking to the end user). |
| 2. | CSS to advise that the WAN
administrator will be notified immediately. If a response or status is not documented within X hour(s), CSS will follow the outlined escalation process. |
| 3 | CSS to page the IS WAN/LAN administrator. |
| 4. | IS LAN/WAN Administrator to resolve
the case and to notify CSS when server is up by calling
CSS or email within X hours. If case is not closed or status is not documented with appropriate resolution time, CSS will follow the outline escalation process |
| 5. | CSS will monitor the case, verify resolution and notify the end user of status and change the "Status" field in Event Management Sytems to "Closed". |
Service system cost model
Enter number of end users
Times forecasted calls per user
Equals estimated monthly call volume
Call volume times average call length in minutes
Equals total call agent time required - in minutes
Divided by 60 minutes per hour
Equals number of call agent hours required
Divided by call agent productive hours (173 hours per month @ 82%)
Equals call agents required
Enter required call agents from staffing model
Times annual call agent cost
Equals total call agent cost
Enter monthly call volume
Times twelve months
Equals annual call volume
Times average cost per call
Equals annual telephone expense
Desktop computer expenses - $5,000 per agent spread over 3 year life
Service system hardware
Service system base software application
Customization development
Call agent training - $600 per agent
Facility space $800 per call agent per year
Attachment 11
Cost Models
Attachment 12
Pricing Schedules
Time and Materials Labor Matrix
Individual Feature Pricing Schedule
| Feature Prices | |||||||
User |
Campus |
Network |
|||||
| User | Campus Plant | Campus Voice | Campus Apps | Campus Data | Campus Video | Network | |
| 7x24 | 0 |
0 |
0 |
0 |
0 |
0 |
0 |
| Depot | 0 |
0 |
0 |
0 |
0 |
0 |
0 |
| Hardware Warranty | 0 |
0 |
0 |
0 |
0 |
0 |
0 |
| Software Subscription | 0 |
0 |
0 |
0 |
0 |
0 |
0 |
| Dedicated On Site | 0 |
0 |
0 |
0 |
0 |
0 |
0 |
| Change Admin | 0 |
0 |
0 |
0 |
0 |
0 |
0 |
| Application Develop | 0 |
0 |
0 |
0 |
0 |
0 |
0 |
| Consulting | 0 |
0 |
0 |
0 |
0 |
0 |
0 |
| Call Center | 0 |
0 |
0 |
0 |
0 |
0 |
0 |
| On site Service | 0 |
0 |
0 |
0 |
0 |
0 |
0 |
| Remote | 0 |
0 |
0 |
0 |
0 |
0 |
0 |
Master Service Package Pricing
