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ITSSOverview8.22.00.d

  1. 1. Division of Information Technology Services Department of Administrative Services State of Utah August 22, 2000 ITS Service Overview Introduction The Division of Information Technology Services (ITS) provides a broad range of IT services to State of Utah agencies. The principal mission of ITS is to provide centrally managed, shared information technology services to State government agencies. This is done in the context of an Internal Service Fund that recovers costs for services consumed by agency customers. IT services are only provided by ITS when there is a cost advantage to the State, but outsourcing is used whenever the business case justifies it. ITS retains management responsibility for all enterprise IT services. Service goals include:  Providing responsive, expeditious and reliable customer service.  Leading and collaborating with other governmental agencies in discovering, assessing, adapting, implementing and utilizing information technologies and methodologies.  Providing a broad range of technologies including voice and data communications, mainframe and desktop computing, local and wide area networks, Web application development and hosting, geographic information systems and emerging technologies.  Building and operating a stable, secure, and function rich information technology infrastructure for the State.  Developing and maintaining high levels of employee technical knowledge and expertise.  Supplying resource utilization and cost information, contract management, training and other support services. Services offered by ITS need to be in alignment with agency business requirements and rapid changes associated with information technology services. Agencies have varying perceptions of what ITS does, and often are not aware of the breadth of services available. ITS views its role as a partnership with agencies to provide information technology services to end-users efficiently and cost effectively. The ideal relationship between ITS services and agency services is complementary. The purpose of this document is to explain ITS services and related strategies. These services change periodically so new versions of this document will be released at least twice each year to reflect changes in services and programs. i
  2. 2. Table of Contents Introduction……………………………………………………………. i ITS Service Overview………………………………………………… 1 Figure 1. ITS Services Matrix…………………………………………….. 1 Product Service Summaries………………………………………... 4 Administrative Services.………………………………………………….. 4 Backup and Restoration Services………………………………………. 5 Database Services…………………………………………………………. 6 Desktop/LAN Services…………………………………………………….. 7 E-Mail Services……………………………………………………………… 9 GIS (Geographical Information Services)……………………………… 9 Help Desk Services………………………………………………………… 11 Infrastructure Planning Services………………………………………… 11 Network Connectivity Services…………………………………………… 11 Performance Tuning and Capacity Planning…………………………… 14 Print Services………………………………………………………………… 15 Production Support Services……………………………………………… 16 Programming and Consulting Services…………………………………. 18 Security Services…………………………………………………... 19 Software Support…………………………………………………………….. 21 Training Services…………………………………………………………….. 22 Video Services………………………………………………………………… 23 Voice/Telephony/Telecommunications…………………………………… 23 Web Application Services…………………………………………………… 24 Wireless Services…………………………………………………………….. 25 ii
  3. 3. ITS Service Overview ITS offers a broad range of technology services. The service matrix illustrated in Figure 1 illustrates major service categories and associated services together with an assessment of the level of service that is available and an availability timeline through Q1 2002. Figure 1. ITS Services Matrix ITS SERVICES MATRIX Administrative Q3 2000 Q4 2000 Q1 2001 Q2 2001 Q3 2001 Q4 2001 Q1 2002 Data and Network Billing Full Service Availability Master License Agreements Full Service Availability Telephone Billing Full Service Availability Backup & Restoration Q3 2000 Q4 2000 Q1 2001 Q2 2001 Q3 2001 Q4 2001 Q1 2002 Alternate Site Backup Limited Services Full Service Availability Disk & Tape Services Full Service Availability UNIX & NT Backup Services Limited Services Full Service Availability Database Services Q3 2000 Q4 2000 Q1 2001 Q2 2001 Q3 2001 Q4 2001 Q1 2002 ADABAS Full Service Availability DB2 Full Service Availability Informix No Planned Services Oracle Full Service Availability Sybase Limited Services SYSQL Full Service Availability Tera Data Limited Services Desktop/LAN Support Q3 2000 Q4 2000 Q1 2001 Q2 2001 Q3 2001 Q4 2001 Q1 2002 ITS LAN Full Service Availability Large Agencies (DWS,DHS, etc.) No Planned Services Small Agencies Limited Services Full Service Availability PC Equipment Maintenance Full Contract Service Availability Email Q3 2000 Q4 2000 Q1 2001 Q2 2001 Q3 2001 Q4 2001 Q1 2002 Administration & Consulting Full Service Availability GIS Services Q3 2000 Q4 2000 Q1 2001 Q2 2001 Q3 2001 Q4 2001 Q1 2002 Data Sharing & Integration Limited Services RS2477 Right of Way Limited Services Rural Government Assistance Limited Services SGID Administration Limited Services Help Desk Services Q3 2000 Q4 2000 Q1 2001 Q2 2001 Q3 2001 Q4 2001 Q1 2002 Agency Applications No Planned Services Enterprise Applications Limited Services ITS Applications Limited Services Mainframe Full Service Availability Network Full Service Availability Servers Full Service Availability Telephony Full Service Availability Infrastructure Planning Q3 2000 Q4 2000 Q1 2001 Q2 2001 Q3 2001 Q4 2001 Q1 2002 Architecture and Standards Limited Services Full Service Availability Capacity Planning Limited Services Full Service Availability Server Consolidation Services Limited Services Telecommunication Planning Full Service Availability
  4. 4. Figure 1. ITS Services Matrix (Continued) Network Connectivity Q3 2000 Q4 2000 Q1 2001 Q2 2001 Q3 2001 Q4 2001 Q1 2002 Application Hosting Services Limited Services ASP Services Full Service Availability ISP Services Full Service Availability MicroWave Services Full Service Availability NetWare™ SAA Services Full Service Availability NDS Services Full Service Availability Wide Area Network (WAN) Full Service Availability Print Services Q3 2000 Q4 2000 Q1 2001 Q2 2001 Q3 2001 Q4 2001 Q1 2002 Electronic Forms Design Full Service Availability High Speed Printing Full Service Availability Mail Address Preparation Full Service Availability Performance Tuning Q3 2000 Q4 2000 Q1 2001 Q2 2001 Q3 2001 Q4 2001 Q1 2002 New Workload Modeling Limited Services System Growth Analysis Limited Services System Monitoring Full Service Availability Production Support Services Q3 2000 Q4 2000 Q1 2001 Q2 2001 Q3 2001 Q4 2001 Q1 2002 Data Center Services Full Service Availability Mainframe Job Management Full Service Availability Mainframe and CICS Support Full Service Availability Mainframe Storage Full Service Availability UNIX System Support Limited Services Programming Services Q3 2000 Q4 2000 Q1 2001 Q2 2001 Q3 2001 Q4 2001 Q1 2002 C++ Limited Services COBOL Limited Services iPlanet Limited Services Full Service Availability Java Limited Services Full Service Availability Natural Limited Services NetDynamics Limited Services No Services Available PowerBuilder Limited Services Requirements & Specifications Limited Services Visual BASIC Limited Services WebSphere Limited Services Full Service Availability Security Services Q3 2000 Q4 2000 Q1 2001 Q2 2001 Q3 2001 Q4 2001 Q1 2002 Mainframe Security Full Service Availability Security Audits Limited Services Security Database Full Service Availability Security Policy Administration Limited Services Security Training Limited Services Web Security Full Service Availability Software Support Q3 2000 Q4 2000 Q1 2001 Q2 2001 Q3 2001 Q4 2001 Q1 2002 Agency Applications No Planned Services Enterprise Applications Limited Services ITS Applications Limited Services MQ Series Full Service Availability Figure 1. ITS Services Matrix (Continued) Training Services Q3 2000 Q4 2000 Q1 2001 Q2 2001 Q3 2001 Q4 2001 Q1 2002 Agency Training Limited Services 2
  5. 5. Coordination and Management Limited Services Full Service Availability Courseware Acquisition Limited Services Full Service Availability Training Center Full Service Availability Training Library Limited Services Full Service Availability Training Portal Limited Services Full Service Availability Video Services Q3 2000 Q4 2000 Q1 2001 Q2 2001 Q3 2001 Q4 2001 Q1 2002 Video Conferencing Full Service Availability Voice/Telephony Services Q3 2000 Q4 2000 Q1 2001 Q2 2001 Q3 2001 Q4 2001 Q1 2002 PBX Maintenance Full Service Availability Voice Services Full Service Availability Web Application Services Q3 2000 Q4 2000 Q1 2001 Q2 2001 Q3 2001 Q4 2001 Q1 2002 Web Application Development Limited Services Web Site & Graphic Design Limited Services Wireless Services Q3 2000 Q4 2000 Q1 2001 Q2 2001 Q3 2001 Q4 2001 Q1 2002 Communication Site Services Limited Services Dispatch Console Services Full Service Availability Mobile Radio Services Limited Services Radar Services Limited Services Two-Way Radio Services Full Service Availability Vehicle Equipment Installation Limited Services ITS service availability is sometimes constrained by personnel or other resource availability. Some services are in various stages of development and will, over time, move from limited service offerings to full service offerings. All services offered are based upon demonstrable needs for the service and some inherent advantage to the State of Utah for offering the service. 3
  6. 6. Product/Service Summaries All services are provided based upon the fee structure approved by the State Rate Committee. Services not included in the standard rate structure are provided on a negotiated basis. All services are subject to personnel and other resource limitations. Services are customized to the needs of State of Utah agencies as the primary customer audience. Administrative Services Agency Representative Services: State government agencies are assigned a representative or consultant from ITS to serve as a principal point of contact for all services provided by ITS to government agencies. These individuals are responsible for prompt response to agency service issues or concerns, and for working with agencies on long term planning and implementation issues associated with information technology services. Agency representatives are expected to help agency personnel connect with appropriate ITS employees to resolve agency needs and concerns. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Basis: All agencies of State government have a representative assigned to them as part of their use of ITS services. Data and Network Billing: ITS provides many resources which are available for use by State agencies as well as other government customers. Services such as WAN support, disk storage, CPU usage, etc. are charged back to the customer as authorized by the Rate Committee. ITS captures the customers’ utilization of these resources, calculates the charges for such usage, and provides bills to customers for those services each month. ITS also provides assistance in researching questions that may arise from this printed ‘bill’. Limitations: Customized reports or specialized processes to capture data outside of the standard billing process are not provided as part of this billing support. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Basis: Bills are provided automatically to all customers. Electronic Software Distribution and Vendor Reporting: ITS has entered into a contract with IntraWare™ to provide electronic distribution of State contract software for key vendors such as Oracle™ and Novell™. This agreement permits electronic ordering, software upgrades and contractually required reporting to State contract vendors. The agreement provides access to contract pricing for all vendor products and related IntraWare™ knowledge management and product evaluation services. Limitations: Not all large contract vendors are currently represented. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Basis: Bills are provided automatically to all customers that participate in electronic ordering. Software Master License Agreements: New network and PC software and upgrades are available for purchase by State and local government agencies. Purchases can be made via the Internet. ITS negotiates discounted prices with various vendors. Limitations: All software vendors are not managed and tracked using software license agreements. 4
  7. 7. Scope: State agencies and political subdivisions within the State of Utah. Basis: ITS recovers the cost of this service by receiving a small rebate from the vendors. Customers are billed on a quarterly basis. Telephone Billing: ITS provides many resources which are available for use by State agencies as well as other government and outside customers. Services associated with telephone service, include installation of equipment, regular monthly service, voice mail, etc. ITS captures the customers’ utilization of these resources, calculates the charges for such usage, and provides bills to customers for those services each month. Limitations: Customized reports or specialized processes to capture data outside of the standard billing process is not provided as part of this billing support. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Basis: Bills are provided automatically to all customers. Backup and Restoration Services Business Resumption: ITS works with the agencies to plan and implement a disaster recovery scenario. This includes moving agency data and applications to another site (Salt Lake or Richfield), keeping their data updated and in sync with production data, and providing DASD (Direct Access Storage Device) for data storage. Other resources such as CPU, printers, tape drives and terminals are available. Limited space is available for emergency use. ITS works with agencies to test their disaster recovery plan on a regular basis. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Basis: DASD, planning and test are provided as part of overall DASD services. In the event of an emergency CPU usage will be billed at the approved rate. Mainframe Alternate Site Backup and Restoration Services: Provide an alternate site data backup service for fail-over business resumption support in the event of a primary site catastrophe affecting access to customers’ data. This would include data mirroring, data backup, and consulting on backup and restore processes. Limitations: Agencies must work with ITS to develop fail-over methodologies for their mainframe applications. Disaster recovery procedures are specific to the requirements of each application. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Basis: These services are provided as part of the ITS suite of mainframe services. Mainframe Direct (Disk) and Sequential (Tape) Access Storage Services: ITS provides both direct access (disk) and sequential access (tape) data storage facilities for use by authorized State agencies using IBM O/S390 Operating Systems services. Facilities are located at both the Salt Lake and Richfield sites and are networked to accommodate data movement between sites. Services include but are not limited to dedication of storage resources to specific applications, file level backup and restoration, data file archiving, data file activity analysis and reporting, and technical support to aid customers in the use and management of the storage facilities and related resources. Limitations: This service is limited to the IBM mainframe OS/390 operating system services users. Open Systems operating systems are not yet supported as part of this service. . Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. 5
  8. 8. Basis: Management and technical customer support are included in the usage rates. UNIX and Windows NT Backup and Retrieval Services: ITS provides backups for both NetWare™ and NT file servers. File servers are dedicated specifically to backup systems that backup multiple Netware™ and NT servers. Support is available on a 24 x 7 basis for all personnel within DAS (Department of Administrative Services) and on an as needed basis for other State agencies. Backup data are kept on-site and in perpetual storage in Cottonwood Canyon. Services include backup and storage of production and test environments, continual monitoring of disk space on ITS file servers, restoration of lost data and special requests from other State agencies to perform backups for them. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Basis: Services are available upon request and can be included within agency service level agreements. Database Services ADABAS™ Database Administration Services: ITS provides 24 X 7 operational database administration support for ADABAS™ databases on the IBM OS390 platform. This service includes installing and customizing database software, monitoring and tuning database performance, performing all ADABAS™ file and database maintenance, and providing database backup and recovery operations using methods that will promote high availability. Assistance is also offered to customers in the areas of tuning application code that accesses ADABAS™ data and database design. Limitations: ITS database administration is limited to agencies that develop their own business applications that access ADABAS™ databases. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. ADABAS™ Native SQL Programming Language Support Services: ITS provides system and technical support for the ADABAS™ Native SQL programming language. This service includes installing and customizing the system software associated with ADABAS™ Native SQL and assisting application programmers with ADABAS™ Native SQL programming issues. Assistance is also offered to customers in the areas of tuning and writing ADABAS™ Native SQL application code. Limitations: ITS Database Administration does not develop agency business applications. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. DB2™ Database Management Services: ITS provides DB2™ as a relational database management system operating on the IBM OS/390 platform. State agencies access DB2™ data using the well-known SQL (Structured Query Language) via standard interfaces such as CICS (Customer Information Control System), QMF (Query Management Facility), or call attach. Remote access is also available via middleware products. ITS performs software upgrades as well as data placement, backup/recovery, and performance tuning of application data. Support is available on a 24 X 7 basis for all DB2™ applications. Limitations: ITS does not provide application programming services as part of the DB2 database management service. Such services are the responsibility of the agencies= respective programming staffs. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. 6
  9. 9. Entire Network Support Services: ITS provides 24 X 7 operational support for Entire Network on the IBM OS/390 platform. Entire Network provides connectivity between ADABAS™ databases located on different CPU’s and platforms. This service includes installing and customizing system software and assisting customers with ADABAS connectivity issues associated with this product. Limitations: Agencies are responsible for the technical support of any Entire Network products that are installed on platforms not managed by ITS. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Oracle™ Database Administration Services: ITS provides 24 X 7 operational database administration support for Oracle™ databases on platforms managed by ITS. Currently these platforms include IBM OS/390, HPUX™, Sun Solaris™, and Windows NT™. This service includes installing and customizing database software, monitoring and tuning database performance, reorganizing database tables and indexes, and providing database backup and recovery operations using methods that will promote high availability. Assistance is also provided to customers in the areas of SQL optimization and database design. Limitations: ITS Database Administration does not provide assistance in the area of developing application code to access the Oracle databases. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Oracle™ EDA Transparent Gateway Services: ITS provides 24 X 7 operational support for the Oracle™ EDA Transparent Gateway on the IBM OS/390 platform. The Oracle™ EDA Transparent Gateway provides direct access to ADABAS™ data from Oracle™ applications. This service includes installing and customizing system software and creating the EDA (Enterprise Data Access) views required to access ADABAS™ data. Limitations: ITS offers this service only on selected CPU’s. Scope: This service is available to all State of Utah government agencies with applications running on selected CPU’s. SYSQL Support Services: ITS provides 24 X 7 operational support for SYSQL on the IBM OS/390™ platform. SYSQL provides Open Database Connectivity (ODBC) and Remote Procedure Call (RPC) connectivity to ADABAS™ data. This service includes installing and customizing system software and assisting customers with SYSQL connectivity issues. Limitations: ITS does not support the client software associated with this product, and currently offers this service on the IBM mainframe on selected CPU’s. Scope: This service is available to all State of Utah government agencies with applications running on selected CPU’s. Desktop/LAN Services LAN Support Services: ITS has contracted with several agencies to provide complete administration for their Local Area Networks (LANs). Other support for LAN Servers is handled on a case-by-case basis. LAN support includes NetWare™ servers, Windows NT™ servers, traffic troubleshooting, Sniffer diagnostics, LAN planning and implementation and general LAN troubleshooting. Limitations: Support is limited to State agencies and availability of resources. Depending on the severity and nature of the problem, agencies could be referred to vendors for additional support. 7
  10. 10. Scope: All State agencies desiring service are able to enter into agreement for hourly fee support. Basis: Contractual agreements are based on a monthly per device charge. PC Equipment Maintenance: Maintenance for PC equipment is available from ITS. ITS tracks the equipment that is on the maintenance contract via an Equipment Inventory System (EIS). Customers can access this system and update certain information. When hardware problems occur, ITS dispatches a contracted repair vendor to the customer site. Limitations: Maintenance is for hardware only. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Regional Center Support Services: ITS provides centralized Local Area Network (LAN) facilities and services to all agencies and employees located within the Ogden and Provo Regional Center buildings. ITS provides all hardware necessary to support the LAN that resides in the data center. All other hardware is the responsibility of each agency, including replacement parts. ITS will install PCs, printers, modems, and related software that are connected to the LAN. Peripheral equipment and computers not connected to the LAN (such as stand-alone printers, scanners, fax modems etc.) are the responsibility of the agencies. The staff will help troubleshoot any hardware related problem. ITS is not responsible for maintenance when a service call is needed to repair hardware. ITS provides support in utilizing available applications and will assist users with troubleshooting, problem resolution, installation, and enhancements for all application software that has been approved for LAN use. Software and documents residing on the hard drive of the PC is the responsibility of the individual and the agency. ITS provides space on the LAN to store files, and provides nightly backup of all such files. ITS staff will provide assistance with any data processing related problem. ITS is responsible for users having problems with accessing the central mainframe or printing from the mainframe. ITS provides limited support for mainframe applications and security in the regional centers. ITS will provide all building wiring and any wiring, connectors, or cables necessary to connect a device to the LAN, but bill a one time charge for the cable. ITS will provide introductory training for the LAN, GroupWise™, and accessing the Mainframe. Telecommuting costs (remote access) are billed at normal port fees per device, if the remote computer is the users only computer. If the user has a computer in their office and requires another computer for part time telecommuting, a fee is charged for a one-time setup. ITS installs software and ensures that remote access is working prior to the computer leaving the building. ITS will provide File Server copies and individual node copies for the following: WordPerfect™, GroupWise™, TN3270 (mainframe access through the LAN), Excel™, Access™, Word™, and Netscape™. In addition, ITS will provide all software for the File Server that is to be used by the majority of LAN users, after software has been approved for use. Limitations: Agencies may request special software be loaded on the network, but it will be the responsibility of the agency to install software to individual computers, and maintain them. Training for application software is the responsibility of the agencies. All hardware purchased to be used on the LAN, must be Novell tested and approved, including new purchases or hardware coming into the building. Agency managers may request additional software to be installed. Telephone support services are not the responsibility of the Regional Center LAN support staff. Agencies must contact the ITS Customer Service Center and provide a work order for the required telephone service. ITS will dispatch technicians from Salt Lake who will provide the support, installation, and changes requested. ITS staff cannot go outside the Regional Center to install and troubleshoot telecommuting devices. If failure occurs, the device will need to come back to the computer room for service. 8
  11. 11. Every user must sign a security agreement before being given access to the LAN. ITS will assign logon ID's and passwords for the LAN. Mainframe ID's and passwords will be handled by each agency. Scope: ITS provides centralized LAN facilities and services to all State agencies and employees located within the Regional Center buildings. Statewide law enforcement may also utilize this service. Local city and county government, along with Federal and quasi-governmental agencies may also participate on a case-by-case basis. E-Mail Services GroupWise™ Email Service: ITS provides GroupWise technical support for all State Agency Email Administrators on the State GroupWise™ system. ITS provides GroupWise™ Email accounts to local governments that are on the State Wide Area Network (WAN) and do not have a customer base large enough to warrant a GroupWise™ installation of their own. ITS provides connection support to local government external systems with a GroupWise installation connected to the State WAN system. ITS provides three Web Access servers and a Point of Presence (POP) mail gateway which allows State customers to access their GroupWise email on the Web. ITS supports asynchronous dialup services and Internet Protocol (IP) service to connect users to their post offices. ITS maintains virus-checking software on all email gateways and have in-house programs in place to interrogate and filter for spam and virus infected mail. Email support is available on a 24 X 7 basis for all email GroupWise™ domains, and gateways. All ITS email servers are backed up on a daily basis. Limitations: ITS does not provide support for, or customization of any agency developed GroupWise™ application i.e. C3PO, macro support, API etc. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. GIS (Geographical Information Systems) Services AGRC Training: The Automated Geographic Reference Center (AGRC) offers a suite of classes focused on the use of Geographic Information System technologies. Class participants come from both public and private sector organizations, as well as the occasional university or college student. The different courses cover a variety of topics ranging from introductory level to advanced, and include both lecture and hands-on exercises. Typically, classes are taught at the AGRC training facility, but client-site training is offered as well by ESRI (Environmental Systems Research Institute) certified staff members. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Coordination of Data Sharing and Integration: The Governor and nine federal agencies signed a Memorandum of Understanding in October of 1997 to facilitate data sharing and integration. The Agreement indicates that the AGRC “will coordinate data collection and standards dealing with attributes, accuracy, current ness, completeness, and other data elements”. The AGRC leads efforts for inclusion of the fifteen priority data layers including geodetic control, digital ortho- imagery, elevation, transportation, hydrography, boundaries, cadastral ownership, demographics, wetlands, geology, wildlife habitat, climate, ground cover, land use and soils. Limitations: Staff availability is the principal limiting factor for this service. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. 9
  12. 12. Geographic Information Services: Utah State Code (63A-6-202(2)(b)) states that “The AGRC shall provide GIS services to State, Federal, local, and private entities under rules, polices, and fees established by the Division of Information Technology Services.” Some of the services include coordination of multi-participant projects, GIS consulting, GIS application development, plot and report generation, and database design and development. Limitations: Staff availability is the principal limiting factor for this service, which requires the AGRC to concentrate on State and local agencies. Scope: As defined by State Law, this service is open to all levels of government and the private sector. RS2477 Rights-of-Way Database Assistance: Utah State Code (72-5-304(3)(a) states that “The AGRC shall create and maintain a record of R.S. 2477 rights-of-way in the SGID”. The AGRC has used base fund appropriation to develop this layer. The counties have assisted in data creation recently but nearly 2/3 of the 75,000 miles of ROWs remain to be inventoried. AGRC provides services to the counties, State, and federal agencies to coordinate the development and standardization of this information. Limitations: Staff availability is the principal limiting factor for this service. Financial resources to make this assistance available to counties is also a limitation. Scope: As defined by State Law, this service is open to all levels of government but the current focus is on rural counties. Basis: This service is provided free of charge as mandated by State Code. Rural Government Assistance Program: The AGRC, the Utah Association of Counties and the Utah State Legislature have developed a program to assist rural counties in implementing GIS. Over the past three years AGRC has distributed nearly 1.5 million dollars to rural counties. The funds have paid for hardware, software, technical assistance and staffing. The AGRC provides additional services through training, technical support, data base development, and public access to county generated information. Limitations: Staff availability is the principal limiting factor for this service. Some counties have the financial resources to hire AGRC for additional help through the GIS services described earlier. Scope: As defined by State Law, this service is open to rural governments through counties. Only Class 3 - 6 counties are currently eligible. State Digital Geographic Information Database Administration: This service was identified by the Legislature in 1993. U.C.A. 63A-6-203. (1) directed that “There is created a State Geographic Information Database (SGID) to be managed by the center.” The purpose of the SGID is to provide digital geographic information to State agencies and subdivisions to assist in a variety of activities including land and resource management, economic development, quality growth and planning, redistricting and reapportionment, health and public safety. This data is to be maintained in a standardized format to insure all users have access to consistent, accurate, credible, and reliable information on which to base decisions and perform government activities. Limitations: Staff availability is the principal limiting factor for this service. Many versions of some data exist on maps, on the ground, and in computer databases at agencies at various levels of government. More resources are required than are currently available to consolidate all known data into the database. Scope: This service is open to all government entities and the general public. 10
  13. 13. Help Desk Services Problem Management and Tracking and Dispatch Services: ITS operates a Help Desk on a 24 X 7 basis to assist users of ITS services with problem resolution and management, including dispatch of second level support personnel. ITS also makes problem management and dispatching services available to other State agencies under negotiated agreements. These services range from answering calls from users and dispatching service requests to agency support staff to permitting full use of the ITS problem management and tracking system, allowing other agencies to dispatch their own support requests. Training on the ITS problem management and tracking system is provided to participating agencies. Limitations: ITS Help Desk agents provide only limited diagnostic and problem resolution functions. Their primary role is to document problems or requests and to dispatch them to the correct agency support person or group. Scope: All Utah executive, legislative, and judicial branch agencies may utilize ITS Help Desk services. Basis: Individual users of ITS services may seek support from the ITS Help Desk by calling (801) 538-3440, (800) 678-3440 or by entering a service request via the ITS Internet home page. Agencies wishing to avail themselves of ITS Help Desk services in support of their own agency services may enter into a Memorandum of Understanding to document the responsibilities and functions of the agency and ITS. Agencies are responsible for the cost of user licenses, including applicable maintenance. No other fees apply. Infrastructure Planning Services Architecture and Standards Services: The Utah Technical Architecture is being developed under the direction of the Chief Information Officer’s Section of the Governor’s Office. The State Technical Architect is based within ITS and is responsible for the development of the architecture, related standards and policy development, and overall infrastructure migration and implementation planning. ITS works with agencies on a variety of architecture projects designed to develop a consistent and adaptive infrastructure that meets the needs of State agencies. Scope: All State executive branch agencies, and legislative and judicial branch agencies and political subdivisions that desire to participate in the architecture process. Basis: Agencies desiring to participate in any architecture or standards related process can do so by contacting the State Technical Architect or the CIO. Telecommunications Planning Services: ITS is engaged in ongoing telecommunications transport planning on a statewide basis. These planning activities include the WAN, telephony and wireless services and the overall development of statewide network infrastructure. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Basis: Agencies with specific resource planning needs may contact ITS for planning assistance with all telecommunications services. Network Connectivity Services Application Hosting Services: Application hosting is defined as ITS providing the connectivity, hardware, and software licensing necessary for an agency specific application to run effectively for its intended user base. ITS currently provides application hosting services for a wide range of agency applications running in Windows 9X™, Windows 2000™, Windows NT™, UNIX™, Solaris™, IBM OS/390™, and planned support for Linux™. 11
  14. 14. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Basis: ITS currently charges for these hosting services based upon disk storage and/or CPU time in the mainframe environment. All other hosting services are provided at no charge to agencies. ASP (Application Service Provider) Services: ITS provides selected ASP services to State agencies. The standard Web hosting environment is on UNIX hosts. Netscape Enterprise Server™ is the standard Web server and iPlanet™ is the standard application server environment. Other specialized environments such as OAS™ (Oracle Application Server, and WebSphere™ are also available. All agency Web sites and applications are backed up on a daily or more frequent basis and carry an uptime guarantee for Web applications at 99% or better. Support is available on a 24 X 7 basis for all hosted applications. Agency Web sites and applications can be deployed in both Internet and Intranet environments. Limitations: ITS specialized programming services are part of ASP services on a fee basis. Such services are available for consulting and programming services. Specialized security requirements may also necessitate additional charges. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Basis: Standard WAN fees and database storage and/or mainframe charges authorized by the rate committee and applicable to agencies Web applications will apply. ISP (Internet Service Provider) Services: ITS provides 24 X 7 hardware and operating system level support. Applications supported on this platform are as follows: Web server, Email server, FTP server, Telnet server, Simple Network Management Protocol (SNMP) agent, and Domain Name System (DNS) servers. This system is housed in the State’s secure computer facility. Systems are backed up with weekend full backups and daily work-day incremental backups. Special backups are also performed on request. Web site administrators are assigned an allocated amount of disk space along with a user ID. It is then their responsibility to maintain data integrity along with maintaining their user ID and passwords. Limitations: ITS does not install customer web applications or provide customization or script creation. Upon request, ITS will create new users and add them to the system. Specialized handling or security requirements may necessitate additional charges. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Microwave Services: ITS provides microwave services to all State agencies. The microwave is used as a means of transport for voice (telephone), data, video, and two-way radio traffic. Much of the State Wide Area Network traffic is transported via the microwave. All Public Safety emergency communications are transported via the microwave. The purpose of the microwave is to provide a cost effective, highly reliable, and rapid form of communications transport for State agencies. Most of the network is digital and ITS has a Synchronous Optical Network (SONET) Optical Carrier 155.2 Mbps (OC3) backbone through the center of the State. This provides a complete communication back up system in the event of a natural or man made disaster. Communication circuits can be provided at the Digital Signal 64 Kbps (DS0), or higher level. Microwave systems are monitored and in the event that one transmitter fails the system will automatically switch to the spare transmitter. The microwave network is monitored 24 X 7 by a STARSCAN network management system. Each of our microwave sites is powered by commercial means, but backed up in the event of a power failure by generators and battery systems. Microwave technicians are available throughout the State that are equipped and trained in the latest technological advancements in the microwave industry. ITS provides spread spectrum microwave, which enables rural agencies to set up their own networks on a smaller level. Spare parts are maintained for fast repair of the microwave stations. Limitations: Currently ITS has four hops of analog microwave that needs to be replaced in order to provide additional services only available with digital microwave. 12
  15. 15. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. NDS Services: ITS administers and coordinates the root functions of the State Novell Directory Services (NDS) Tree. Containers or the administration of containers are distributed out to the department level. It is ITS’ responsibility to extend schema, provide primary time, and coordinate efforts to maintain overall good health of the tree. Each agency has the responsibility to follow the standards and has control over their assigned container area. ITS provides limited support on issues in which agency administrators are unable to resolve. Larger projects or extended support is offered on a fee basis. The NDS Tree provides the ability to share resources across agency servers. Administrators are able to provide users access to applications and resources seamlessly using existing user ID and passwords. Limitations: A couple agencies do not participate in the State tree. This creates the need for additional configurations and causes limitations in sharing resources. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Basis: Standard WAN fee including Novell maintenance fee. If agency is not participating in both of these programs ITS does not offer support or assistance. NetWare™ SAA services: ITS System Application Architecture (SAA) services provide communication between Local Area Networks and the State Mainframe. ITS currently supports 6000 terminal sessions and 1000 printer sessions. Current protocol is Internet Packet Exhange (IPX)/Sequenced Packet Exchange (SPX). Users access mainframe applications through the SAA terminal sessions. Users are able to print to their own local printers through use of Hostprint for SAA, which connects mainframe printer ID’s directly to the NetWare™ queue. Full 24 X 7 support is provided. Limitations: IPX is becoming outdated. Many agencies are switching over to IP sessions using TN3270 directly to the mainframe. Printers have been much slower to switch over to the IP protocol because many need to be replaced with newer models. Scope: All State agencies and political subdivisions, including Police Departments and Sheriff’s offices that have negotiated the use of ITS resources. Wide Area Network (WAN): ITS provides inter-building network services for data communications. This includes the necessary hardware, circuits, and communications equipment to transport data traffic between buildings within the State and the Internet. ITS provides InterNIC addresses for each site and provides a primary and backup DNS server to resolve name and addresses for Internet traffic. The network supports layer 3 IP (Internet Protocol) traffic. IPX is also supported on a limited basis until such time as network customers can migrate to the IP protocol. Traffic is routed throughout the State WAN. ITS will provide sufficient bandwidth for normal network traffic loads. Network support is provided on a 24 X 7 basis. ITS manages and maintains all the ITS provided equipment directly, or through vendors. The network is basically an open network allowing any type of IP connection between devices. A minimum level of security is provided between the WAN and the Internet through an enterprise firewall. This provides simple security measures to prevent IP spoofing and some blocking of basic security attacks. Executive branch departments, where needed, are provided with a dedicated firewall to allow a higher level of protection of their sensitive departmental data. ITS also supports basic intrusion detection services between the WAN and the Internet. In some cases attacks will be blocked to protect State resources. 13
  16. 16. Limitations: Each entity subscribing to this service will have a network port provided to them at each physical building location. Communication from this point on is the responsibility of the entity. This includes the LAN servers, workstations, PCs, switches, hubs, printers, software, etc. The entity is required to provide a secure space with standard electrical connections and HVAC for the ITS provided equipment. Maintenance and on-going management for the entity provided components are the responsibility of the entity. Entities requiring specialized applications with unique security requirements will need to work with ITS on a case by case basis to accommodate these type of services. As a general rule, ITS will not support applications that abuse network bandwidth or connectivity. Encryption is also not supported on a network-wide basis but at an entity level. Firewall technology is provided for executive departments only, not federal, local government, or quasi-governmental agencies. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Statewide law enforcement may also utilize this service. Local city and county government, along with federal and quasi-governmental agencies may also participate on a case-by-case basis. Performance Tuning and Capacity Planning Capacity Planning Services: Capacity planning matches anticipated workload demand with future capacity and measures existing workloads and related performance. The goal is to see that sufficient capacity exists to meet required levels of service. The purpose of the Capacity Performance Group is to be the focal point for enterprise-wide capacity management issues including the following: Capacity Planning; Performance Management; and System and Workload modeling. The capacity and performance management function is designed to coordinate among major computer processing environments and across organizational boundaries. Limitations: Most capacity planning services that are currently available focus on the mainframe and enterprise storage environments. New services are underway that focus on Windows NT, UNIX and network environments. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Basis: ITS will assist agencies with their own capacity planning issues upon request. Performance and Tuning: Ensures that the mainframe provides efficient and equable services to all users. System parameters are adjusted to ensure peak performance of the systems. Through tuning efforts problems with applications and/or subsystems that cause response time concerns or degrade performance are identified and resolved. Customers are notified and assisted in solving the problems. Through these efforts, State computing resources are more efficiently utilized, thus extending the life of existing hardware. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Problem Identification and Resolution Assistance: Through trend and real-time monitoring, ITS identifies problem workloads, notifies related customers, and assists customers in locating causes of problems. Through these efforts, State computing resources are more efficiently utilized, thus extending the life of existing hardware. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Reporting: ITS provides reports to customers, ITS, management and vendors. These reports are provided on both an ad hoc and regular basis. Many reports are posted on the ITS Web site by the Capacity Planning Group (CPG). Reports include statistics on mainframe usage, availability for systems, subsystems and applications, response time, dataset usage and size and capacity requirements. Uptime reports are provided for State Web applications and related servers and database environments. Both standard and custom reports are available. 14
  17. 17. Scope: Provided for Internal ITS use, and all State agencies and political subdivisions that have negotiated the use of ITS resources as directed by management. Server Consolidation Services: Server consolidation services focus on how applications are deployed in a server environment. Server consolidation is addressed in terms of the applications that are utilized and the data being stored, not about the servers being currently used. Server consolidation projects include:  Evaluation of the current server infrastructure and applications to establish the baseline for consolidation alternatives.  Identification of consolidation opportunities that may help simplify the server environment, reduce costs, and improve service levels.  Alignment of server consolidation alternatives to strategic directions included in the Utah technical architecture.  Recommendations of targets for consolidation and necessary business case information supporting each target. ITS provides an application called Servcon that assists with data collection and analysis for server consolidation projects. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Basis: Agencies may utilize Servcon and related ITS personnel resources for server consolidation projects upon request. System and Workload Growth Analysis: ITS provides staff and customers with the information necessary to plan for timely and efficient hardware upgrades. Resource usage is modeled to identify resource capacity requirements for new applications and continued growth for current applications, so upgrades can be made in a timely manner. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Mainly provided for internal ITS use, however the results are shared with agencies who request this information. System Monitoring Facility (SMF) Data Management and Support: This service provides for the storage, archival, and access to system performance information for mainframe systems. SMF records are used for billing, problem identification and resolution, as well as for performance and availability reporting. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Print Services Actuate™ Web Report Design and Printing: ITS maintains an enterprise license for Actuate™ which is a Web based reporting environment. Actuate™ can print reports from all of the supported ITS database resources. Agencies can create reports and post them to Web sites as an alternative or addition to printed reports. Reports can be customized with agency logos and specialized agency report formats. Limitations: Ad hoc reporting is limited due to the demands placed on the Actuate™ UNIX report server. Agencies are encouraged to use pre-defined reports. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Basis: Actuate™ reporting services are provided as a standard part of the enterprise Web infrastructure. Training is available on a scheduled basis for agency personnel. Electronic Forms Design: ITS provides electronic forms design services using a software package called ELIXIR™. These forms can be created in a format used for printing and merging with variable data on the high speed laser cut sheet printers attached to the mainframe at the Salt 15
  18. 18. Lake Technical Operation Center or as Printer Control Language (PCL) files for printing on desktop printers. Electronic forms can include graphics, logos and signatures. Electronic forms eliminate the need to order and store pre-printed paper, also the waste associated with changes to pre-printed forms that become unusable. Limitations: ITS does not typically provide customers assistance installing electronic forms on desktop printers. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. High Speed Printing Services: ITS provides high speed cut sheet laser printing for both network and mainframe environments at the Salt Lake Technical Operation Center. Color printing is supported. ITS provides print services on a 24 X 7 basis. ITS works directly with State Mail Services so agency print jobs can go directly to the mailroom. The mainframe printers are Magnetic Ink Character Recognition (MICR) capable, enabling the printing of checks and warrants including the MICR line. Forms stored electronically instead of pre-printed stock, can be merged with variable data. Using variable fonts on a page enhances the document look and can allow for more data to be printed per page. Duplex printing and other special print formats can reduce the number of pages needed. Specialized print services including electronic forms design, scanning of graphic’s and logos to be added to documents or forms, transforming legacy documents or combing additional data from another file to a document without changing programs, address verification and label printing are available. Limitations: Access to the mainframe for mainframe print and the ITS WAN for network print. Not all print stream types can go directly to the Xerox printers. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Mail Address Preparation Services: To assist State Agencies with the correct preparation of address files ITS supports the software package Code-1 Plus™. Code-1 Plus™ contains a complete and accurate database of address ranges based on USPS (United States Postal Service) ZIP+4 master file. Using this software agency address files are compared with the Code-1 Plus database. The software can correct address formats to meet USPS standards such as removing punctuation, correct use of address abbreviations such as apartment, street, etc., appending the ZIP+4 to an address. Assistance with researching bad information is available. Files can be prepared using desktop software such as WordPerfect™, Word™, Excel™ or Access™ and sent to ITS on diskette, by e-mail or File Transfer Protocol (FTP), or files can be in a mainframe database format. Using the software to help prepare mailings allows users to receive the maximum postal discount available and helps ensure that mail pieces will be delivered. ITS works directly with State Mail Services in producing address files and labels. Jobs can be sent from the Technical Operation Center directly to State Mail or returned to the agency. Code-1 Plus™ also has an online function that allows users to perform address look-ups through CICS on the mainframe. It is also possible to interact with applications to ensure as you enter an address in your mainframe database, it is correct. Limitations: Address files must be prepared in one of the formats accepted by ITS. Scope: All State of Utah executive agencies. Legislative and judicial branch agencies, and local government agencies may utilize the services on a negotiated fee basis. 16
  19. 19. Production Support Services Mainframe Job Management: Automated job submission, job restarts, auto paging and electronic report distribution help your production work complete in the time frame desired. ITS provides for job automation with INCONTROL™ software products from BMC™ Software Corporation. Customers use Control-M™ to setup jobs to start automatically based on criteria such as time of day, day of week, completion of another job or process, etc. Control-R™ will automatically restart a failed jobs at the step it failed based on pre-defined criteria or paging software to automatically page an individual to alert them of a problem. Control-D™ electronic report distribution software can automatically store reports to disk for on-line viewing, decollate and route output to a printer for printing or to Control-D PC™ for viewing at the desktop or importing to a spreadsheet or database. Using Control-D™ customers can print all of a report or any part of the report. Online reports can be secured to a person, group or department based on access rights. Reports can be backed up and archived for future retrieval. ITS provides training and individual support for using these products. Limitations: Currently only mainframe jobs are managed using INCONTROL™ software. Reports must be formatted in a manner that allows for the CONTROL-D™ software to recognize data on a page to accomplish decollation and secure data to an individual view. If CONTROL-D PC™ is used a server or PC to received the agency data is necessary. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Mainframe IBM OS/390 and CICS System Support: Principal CICS services include the installation, customization, and support of the CICS environments on the State of Utah IBM mainframe computers. ITS provides a highly reliable and efficient online transaction processing environment software platform for applications that need CICS services. These applications are IBM mainframe base applications that access either DB2™, ADABAS™ or VSAM™ databases, Programming languages supported include PL/1™, Cobol/MVS™, Assembler and Natural (4GL)™. Along with the IBM base software products ITS installs and supports many third party software products and tools that are available for use with CICS. Some of these include: SmartTest™, AbendAid™, ACF2™, SuperBMS™, SuperPaint™, etc. Limitations: ITS does not routinely provide customization or specialized programming service as part of the CICS services. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Data Center Services: The State of Utah has two primary secured data centers that are managed by ITS, located at the State Capitol and in Richfield. Both sites are fully operational (24X7). Each facility provides a high security environment for agency data, and offers the opportunity for agencies to co-locate mission critical servers in a secured data center. Both data centers includes the following features: Limited Card Key access; 24X7 security and surveillance; UPS Fail over capability; diesel generator capability; raised floor and leak detection; advanced fire suppression; secured server area for high security data; locking cabinets or similar environments on all production servers; humidity and temperature controlled area with automatic alerts; and extensive server and storage monitoring and alert capabilities. Limitations: Supported environments include Linux, Windows NT, UNIX, and S/390. Agency use is limited to space availability and the nature of the agencies service and access requirements. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Local city and county government, along with federal and quasi-governmental agencies may utilize the data center subject to space and service requirements. Basis: Data center co-location services are provided to agencies upon request. 17
  20. 20. Mainframe Storage - Technical Support: ITS provides consulting, training and problem support dealing with data allocation, data backup, data restore, and data definition. Assistance with JCL, storage management tools, data cataloging, and providing information on efficient use of storage resources is included. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. UNIX System Support: ITS provides 24 X 7 HP hardware and operating system level support for UNIX systems. Applications supported on this platform include: ITS Billing system, Equipment Inventory, ITS Problem Management system, CIO Web applications, network monitoring and management, Archives database, and Backup database. Databases installed on this platform include Oracle™, Sybase™ and APPX™. All systems are housed in the State’s secure computer facility. Systems are backed up with weekend full backups and daily work-day incremental backups. Special backups are also performed on request. ITS also provides 24 X 7 Sun™ hardware and operating system level support. Applications supported on this platform include: Netscape Enterprise Server™ 4.x, Netscape Enterprise Server 5.x, iPlanet™, Samba™, Network monitoring, Microwave system monitoring and DNS services. All systems are housed in the State’s secure computer facility. Systems are backed up with weekend full backups and daily work-day incremental backups. Special backups are also performed on request. Limitations: ITS does not install customer applications or provide customization or script creation. ITS will assist with application installation, if root access is required during installation. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Programming and Consulting Services Application Services: ITS produces a variety of InnerWeb applications for internal use such as Servcon for server consolidation, and PerfPlan for employee performance appraisals. ITS internal applications are designed so that other agencies that desire to use them can do so. ITS will add necessary security, user ID functionality and customized reporting to any of these applications based upon requests from agencies. Limitations: Application customization is limited to security and reporting changes for agencies. Minor changes to application data models will also be implemented as needed. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Basis: Services are available to agencies upon request. Consulting Services: ITS provides consulting services to agencies for application design, network operability, database administration and data modeling. ITS also provides consulting services for infrastructure requirements and development of application deployment environments. Capacity planning and application performance tuning and monitoring are also available. Limitations: Consulting services are limited based upon available staff resources and relevant skill sets available for specific projects. Additional contract consulting resources are also utilized and managed within ITS to provide these services. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Basis: Services are available to agencies upon request and a negotiated service agreement and specific project plan. 18
  21. 21. Programming Services: ITS provides a range of programming and consulting services using C+ +, Java, COBOL, Visual BASIC™ and a variety of programming development environments such as PowerBuilder™, Natural™, NetDynamics Studio™, Forte™, etc. ITS also provides assistance with requirements definition, and project management services. Additional contract consulting resources are also utilized and managed within ITS to provide these services. Limitations: Programming services are limited based upon available staff resources and relevant skill sets available for specific projects. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Basis: Services are available to agencies upon request and a negotiated service agreement and specific project plan. Security Services ADABAS™ Passwords: ITS provides ADABAS™ password security services. ADABAS™ Passwords are necessary for any customer accessing ADABAS™ files. ADABAS™ password definitions are a set of commands executed against the ADABAS™ security file that define which ADABAS™ files and/or fields may be accessed and under what conditions they may be accessed with the password. Whenever any ADABAS File Usage or Ownership changes, ITS Security reviews and revises all existing ADABAS™ passwords with access to the file. This service cannot be distributed and is exclusively performed by ITS Security. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Authorized Security List: As agency directors designate people to be authorized to make security requests to ITS the names of these people are added to an Authorized Security List. Only people on this list can make security requests for others in their agency. ITS Security maintains and publishes this list so Customer Services, the Auditors, and the Agencies can review it. Limitations: This list was developed for internal use although several other agencies rely on its content. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Mainframe Logon ID: ITS Security creates and maintains mainframe logon ID records for ITS employees, and any State or non-State agency requesting them through authorized channels. Every user and task on the mainframe needs a logon ID before any system access can occur. There are currently over 14,900 logon IDs on the system. ITS Security maintains a set of programs and reports that execute periodically to identify logon IDs of terminated employees and un-used logon IDs and distributes this information to those responsible for their cleanup. Some agencies maintain their own logon IDs with ITS providing technical and backup support and coverage. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Natural™ Security: ITS Security maintains most of the Natural™ security login IDs and group definitions. Natural™ security logon ID records must be built for most customers who use CICS applications. FINET, Payroll, Driver License, Juvenile Court, Workforce Services, ORSIS, Human Services, and DOT all have applications requiring a Natural Security record for each customer. Limitations: Two agencies, Human Services and Workforce Services, have received training and are now maintaining their own Natural Security records. ITS Security provides technical and backup support and coverage to these agencies 19
  22. 22. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Security Audits: ITS Security is commonly consulted and requested to respond to security questions by customer agencies when they are audited by the State Auditors’ office or auditors from Federal Agencies who are auditing programs that use Federal funds. ITS Security also participates extensively in regular audits of ITS by the State Auditors. ITS also performs periodic security scans at the request of state agencies. Limitations: ITS Security responses usually only address the system-wide security issues. Others within ITS are also asked to contribute to audit responses and the agency being audited is ultimately responsible to explain their own implementation of security rules. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Security Database Information Repository: ITS maintains a security database for use by agencies. Many applications and services are beginning to use the Security Database as an information repository because it is central and auditable with high availability and integrity. Examples are Digital Certificates, LU6.2 Keys, and UNIX Profiles. Limitations: Administration of some of these information repositories may be distributed to the agencies. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Security Interfaces: ITS Security implements and maintains the security interfaces for software products and services that run on the mainframe which have interfaces to the overall security management software (ACF2™). This includes reviews of Security interfaces of products being considered for purchase and requires ITS Security to be involved in Request for Proposal (RFP) committees. ITS is currently in the process of replacing ACF2™ with RACF™ which is included as part of the operating system in a subsystem called Security Server. Security Server provides several additional functions such as Network Authentication and Privacy Service, Lightweight Directory Access Protocol (LDAP), PCI Cryptographic Coprocessor Support, and Firewall Technology. Other products such as TCP/IP are integrating their security into RACF™. RACF™ provides security for UNIX and LINUX on the mainframe. This conversion will be completed by March 2001. Limitations: This is a necessary service that must be performed by ITS Security and cannot be distributed to the agency security administrators. Scope: This service is provided for ITS Systems, Database, and CICS programmers. Security Reports: ITS/Security runs daily, weekly, and monthly reports of security events and access violations. These reports provide data and resource owner’s detailed information of any attempted unauthorized access to their data or resources or Logon IDs. Some customers also request custom reports for specific interests. Scope: Provided upon request to all State agencies and political subdivisions that have negotiated the use of ITS resources. Basis: Most reports are provided at no charge to our customers. When customers request information that takes extensive research ITS Security can charge by the hour for the research and technical assistance. Security Rules: ITS maintains security rules for mainframe systems. Before anyone can access any mainframe data or resources a security rule allowing the access must be in place. There are over 11,100 sets of access and resource rules that define who can access which resources. 20
  23. 23. Limitations: Some agencies maintain their own rules with ITS Security providing technical and backup support and coverage. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Training for Security Administrators: ITS provides training in ACF2™ administration for these customers. Approximately 100 Security Administrators through out the State have different levels of security for their particular agencies. Training in the following topics is provided: overview of the operating system, logon ID maintenance, dataset and resource rule writing and maintenance, CA-Panvalet™ security, CLIST’s, report writing, and other aspects of ACF2™ needed to administer their user environment. These same services will be provided as RACF™ is implemented as the standard mainframe security environment Limitations: This training is available commercially but is not cost effective. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Trouble-shooting: ITS Security provides assistance when users cannot access something that they think they should be able to access. This may require searching the logs, running reports, attempting to duplicate the error, or setting up security traces. Scope: This service is provided to agency security administrators for all State agencies and political subdivisions that have negotiated the use of ITS resources. Web Security Solutions: ITS builds secure Web applications with Java servlets and Secure Socket Layer (SSL), as well as secure enterprise applications with the Java 2 platform. An important initiative ITS is also investigating the implementation of digital signatures to minimize risks from untrusted entities and to ensure the confidentiality of data through strong encryption and decryption. ITS provides secure enterprise access to the State Intranet via it’s single sign-on (SSO) application using SiteMinder™. ITS has enhanced SiteMinder™ to allow authentication to the State NDS tree for authentication. Individual agencies can use SiteMinder™ and ITS extensions to establish single sign-on access and authentication to their own intranets. ITS seeks to work with agencies to promote and improve their implementation of agency Intranets. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Software Support MQSeries™: ITS provides MQSeries™ middleware to State agencies to address their client- server application needs. MQSeries™ enables programs to send and retrieve messages across different processors, operating systems, and communication protocols. Messages are defined as any data accessible to the application program, from simple variables and files, to database records obtained from DB2™, ADABAS™, Oracle™, or VSAM™. MQSeries™ ensures that messages reach their target queue and also provides recovery in the event of failure. Support is available on a 24 X 7 basis for all MQSeries™ applications and is supported on both the IBM OS/ 390™ and HPUX™ platforms. MQSeries™ is also available on all other major operating system platforms. Limitations: ITS does not provide application programming services as part of the MQSeries™ middleware service. Such services are the responsibility of the agencies= respective programming staffs. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Natural™ Programming Language Support Services: ITS provides system and technical support for the Natural™ programming language and it’s associated products. These products 21
  24. 24. include Natural™, Natural™ VSAM, Natural™ Security, Natural™ Advanced Facilities, Natural™ Optimizer Compiler, PREDICT™, and Entire Connection™. This service includes installing and customizing the system software associated with the Natural products, providing custom routines for customer use in the Natural™ environment, and assisting application programmers with Natural™ programming issues. Assistance is also offered to customers in the areas of tuning Natural™ application code. Limitations: ITS Database Administration does not develop agency business applications. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Training Services Training Coordination: ITS sponsors a State Training Resource Center (TRC) for coordination of IT training. The mission of the TRC is to enhance the ability of IT professionals, technology managers, trainers and end users to quickly learn and apply emerging information. The TRC provides the following learning support services: Training Portal: The TRC is developing a web-based training portal that will provide government employees with gateway access to applications such as: 1) an online catalog of instructor-led and self-paced courses, including the ability to register for and/or purchase many of these offerings online; 2) a news service to help employees stay current with developments in key technologies affecting their work; 3) a training calendar and new-course notification service; and 4) an employee profile that allows employees to identify training needs and electronically request resources to meet those needs. Coordination and Management: The TRC responds to agency requests for specific training by locating and proposing appropriate vendors, materials and learning opportunities. The TRC also markets existing and proposed classes to agencies in order to build statewide class enrollments and reduce costs and duplication of training activities among agencies. Courseware Acquisition and Development: The TRC works with department and division training coordinators to acquire or build content that supports agency-specific training needs. A statewide Master Pricing Agreement for training vendors is the primary vehicle for adding new providers to the TRC Catalog. Consulting services are provided that enhance the ability of trainers to create their own custom online courseware and deliver those programs using instructor-led and/or distance learning technologies such as streaming media, web-based interactive conferencing, email, chat and instant messaging. Training Center: The TRC provides shared access to a networked training facility with twenty workstations. The facility supports instructor-led classes sponsored by the TRC, outside vendors and agencies. The TRC also coordinates use of training centers operated by other State agencies. Library: The TRC maintains a collection of technology based training (TBT) materials and adds new ones based upon specific training requirements. These materials are available for checkout using the training portal. Limitations: The TRC is new and its systems and procedures are largely untested. In addition, key components of the Portal, such as an interactive conferencing service and an online Assessment Center, have not yet been developed. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Basis: The value proposition for the TRC is that it delivers on-demand, just-in-time, cost- effective learning services to government employees on a cost-recovery basis. Services 22
  25. 25. of the TRC may be accessed via the TRC site on the State intranet or by calling the TRC Training Hotline at 538-3360. Video Services Video Conferencing Services: ITS provides video conferencing and satellite broadcast services. Video rooms are operated by ITS in the State Office Building, Ogden and Provo Regional Centers, and the Richfield Alternate Site. These, and other rooms operated by other State agencies that participate in the State Video Consortium, are available for use by all State agencies for an hourly fee. Video calls can be point-to-point, or up to ten locations can be conferenced using the a video bridge. Calls are connected via the State’s private network where possible, and over the public network to other locations. ITS also provides circuits for video transmission to agencies who operate their own video rooms separate from the Consortium. Satellite transmissions can be downloaded at the State Office Building and viewed at any video room. Limitations: Use of video rooms and the video bridge is subject to availability. All State Consortium video rooms are compatible with each other, and generally with other video systems, but may be incompatible with some non-State systems. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Basis: Scheduling for all rooms can be arranged by calling the ITS Helpdesk at (801) 538-3440 or (800) 678-3440. Consortium members provide the video room and associated equipment, and pay a reduced hourly videoconference fee. Fees are per hour per location. Agencies who operate non- Consortium rooms are charged for their transmission circuits but pay no other hourly fee, except for using the video bridge when desired. Satellite transmissions to locations outside of the State Office Building are charged the hourly rate for a videoconference. Voice/Telephony/Telecommunications Cabling and Wiring Services: ITS provides telecommunications cabling services to state agencies. Services include planning for new construction, and actual wiring of buildings for telephone, video and network connections. Large projects are usually outsourced to commercial cabling vendors. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Basis: Cabling services are available upon request from State agencies and are usually provided based upon contract agreements, and standard rate charges for small projects. Calling Cards: ITS issues telephone calling cards to State agencies and local government entities. ITS negotiates with vendors for the best possible rate. The current vendor is AT&T. Limitations: Calling Cards are to be used to conduct government business. Scope: ITS issues the calling cards to State and local government agencies. Each of the requesting entities must regulate the use of this service within their own agencies. Basis: Calling cards are made available upon agency request. PBX Programming and Maintenance Services: ITS provides hardware installation and maintenance on large communications processors, Private Branch Exchanges (PBX’s) to all State agencies. ITS provides installation, upgrades, and maintenance on copper and fiber feeds for telephone and data communications. ITS provides assistance to other government agencies (City, County, and Quasi Government) who request assistance on communications needs. 23
  26. 26. Limitation: Installation of small telephone key systems is typically contracted out to vendors. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Basis: The service is available upon request to the ITS order desk or as coordinated by assigned agency representatives. Voice Services: As directed by the State legislature, ITS provides telephone services to all State agencies at universal rates approved by the State Rate Committee. The services include PBX and key systems, local service, standard telephone features, maintenance and normal replacement of phones, wiring, backup power and music-on-hold where available and requested. ITS also supports other telephone services and products such as voice mail, automated attendant, Computer Telephone Integration (CTI), Interactive Voice Response (IVR), overhead paging, and conference calling. ITS agency representatives are available to assist agencies with telephone needs assessment, system implementation and project management. Limitations: ITS contracts with commercial vendors for support and service. Wireless services such as cellular telephones and pagers are not supported. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Basis: Services are provided as requested by State and local agencies. Charges on services not covered by the universal rates are negotiable. Web Application Services Web Application Development: ITS provides application development in the Web environment. Application developers, project managers, and site designers collaborate within a design methodology made up of sound development processes and practices. These practices are evaluated to guarantee that applications are architected to meet the customer’s specifications while incorporating current and proven technologies. Applications are written and incorporate the use of several core technologies, Java being at the center. ITS is actively engaged in the development of applications that leverage advanced solutions such as JAVA, Servlets, Java Server Pages (JSP), Enterprise Java Beans (EJB), LDAP, Extensible Markup Language (XML), Unified Modeling Language (UML) and others. Whenever possible ITS seeks to streamline and simplify the process of Web enabling government information and services. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Web Application Support: ITS provides both ISP and ASP services to State agencies. Once applications are moved into production, ITS provides continuing support. Applications may be supported in production, either as hosted applications or as fully supported production applications. Limitations: ITS does not routinely provide script customization or any specialized programming services as part of Web Application Support. Specialized security requirements may necessitate additional charges. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Web Site and Graphic Design: ITS offers site and graphic design services that give information improved context and accessibility. Site and graphical designers at ITS create visual comprehension and consistency by using flowcharts and storyboards in developing navigation controls. More than merely adding graphic appeal, ITS understands that visual design conveys meaning on many levels. Every visual element -- color, style, typography, layout, etc. -- helps to 24
  27. 27. communicate a message. ITS designers make good use of these and other technologies to create media-rich experiences. Media skills include advanced JPG, Gif graphics creation, Photoshop™, Adobe Premier™ for digital video editing and MacroMedia™ products such as Flash™, Fireworks™, and Generator™. ITS will continue to acquire new skills in other types of media for dynamic technologies like Shockwave™ and QuickTimeVR™. Limitations: The only limitations other than “our imagination” are those that any organization faces, namely, time and the people resources necessary to carry out the large number of projects available. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Wireless Services Communication Site Services: ITS constructs and maintains many of our own communication sites and many of these sites are on mountaintops. ITS provides overall project management of site construction including: foundations, tower erection, grounding systems, building wiring, air conditioning, and backup generation systems. Most sites are connected to a network management system so ITS can tell when commercial power has failed, the door has been opened, or the building is over heating. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Dispatch Console Services: ITS installs and maintains communication dispatch consoles for the State. These consoles allow the emergency dispatchers to interface with police, fire, and EMS in the field. ITS technicians are factory trained in the maintenance and repair of these console systems. Voice-logging recorders are installed that interface directly with the console so that all two-way radio traffic, as well as telephone traffic, is logged and recorded as evidence, if necessary. Scope: ITS provides dispatch console service primarily to the Department of Public Safety. ITS also maintains the few dispatch consoles that the Departments of Transportation and Corrections. Mobile/Portable Radio and Video System Services: ITS services many brands and models of two-way radios, i.e. Motorola™, GE™, Kenwood™, MVS™, etc., and maintains a stock of parts for radios covered under the State contract. Component level repair is performed at five locations throughout the State. Programming of radios is also provided. ITS also maintains and repairs wireless video cameras and VCRs found in many law enforcement vehicles. Limitations: Due to the cost of the video test equipment, this service can only be provided from the Salt Lake City facility. Scope: ITS provides mobile and portable radio and video systems services to all State agencies and political subdivisions that have negotiated the use of ITS resources. Primary customers are: the Departments of Public Safety, Natural Resources, Transportation, and Corrections. Other agencies that use these services are: Motor Vehicle Enforcement Division, ITS, the Attorney General, Insurance Fraud, the National Guard, Fleet Operations, Courts, DFCM, Youth Corrections, and many city and county agencies. Radar Services: ITS provides the only radar repair facility in the State of Utah. Technicians are factory trained and certified. All makes and models of the K and X band radars are repaired at the component level. A parts stock is maintained for all the radar units serviced. Limitations: ITS does not currently provide laser radar repair. The facility in Salt Lake repairs all of the police radars in the State. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources that need radar repair service. 25
  28. 28. Two-Way Radio Services: ITS maintains base and repeater stations throughout Utah. In most cases these radios are remotely controlled via the State microwave system. High band network (150-174Mhz) with some UHF and 800 MHz systems are intermingled. ITS maintains antenna systems, including combiners, duplexers, and isolators etc. ITS crews do all tower work including mounting antennas, running coaxial cable, and installing connectors and ground kits. Technicians are trained in locating interference and inter-modulation problems. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Primary customers are: The Departments of Public Safety, Natural Resources, Transportation, and Corrections. Other agencies that use the system are: Motor Vehicle Enforcement Division, ITS, the Attorney General, Insurance Fraud, the National Guard, Fleet Operations, Courts, DFCM, Youth Corrections, and many city and county agencies. Vehicle Equipment Installation Services: ITS installs lighting systems, video systems, wireless computer systems, radios, cellular phones, sirens, and spot lights, etc. in government vehicles. Installation standards meet or exceed manufacturers specifications. Repair services at the component level are provided on all equipment installed. Scope: All State agencies and political subdivisions that have negotiated the use of ITS resources. Primary customers are: The Departments of Public Safety, Natural Resources, Transportation, and Corrections. Other agencies that use the services are: Motor Vehicle Enforcement Division, ITS, the Attorney General, Insurance Fraud, the National Guard, Fleet Operations, Courts, DFCM, Youth Corrections, and many city and county agencies. Basis: Services are available upon requests from agencies. 26

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