Project Management |
 |
IBM will provide project management to manage the services provided to the
State of North Carolina. Project management activities consists of:
 |
Maintain project communications with the designated State of North Carolina Project Executive. |
|
Prepare and manage to a formal project plan, including schedules, dependencies and resources
as provided by the State of North Carolina. |
|
Analyze issues, which will be IBM's responsibility,
with the State of North Carolina Project Executive, that may affect project
quality or schedule and implement appropriate plans to resolve them.
Such action plans may include, but are not limited to, procedural changes or
increasing the resources and number of installation teams assigned to the project. |
|
Develop a rollout schedule with the State of North Carolina Project Executive. |
|
Develop acceptance documents that will be signed by the
State of North Carolina End Users to indicate that the installation has been
completed in accordance with the stated installation completion criteria with
the State of North Carolina Project Executive. |
|
Develop procedures to be used to perform the
installations with the State of North Carolina Project Executive. |
|
Coordinate and manage the technical activities of IBM project personnel. |
|
Participate in project meetings and prepare monthly status reports and weekly installation reports. |
|
Review and administer the Project Change Control Procedure. |
|
Single-Point-of-Contact Help Desk Services (SPOC) |
|
We will provide to the State of North Carolina the staffing of a
help desk to serve as an initial, single-point-of-contact for problem
determination and problem management to resolution as defined below.
Hardware and Software Support & Level One Questions
|
Provide help desk Support to State of North Carolina
end users from 6:00AM to 8:00PM Eastern Time, Monday through Friday. |
|
Provide an exclusive 800 number for end users to call the IBM Service Delivery Center. |
|
The Service Delivery Center will provide telephone
support to State of North Carolina end users as follows:
a. Level one support for standard hardware and software
b. Level two support for standard software applications and hardware
c. Notification of problem to appropriate support resources when needed
d. How to questions on Software Distribution |
|
Receive calls via telephone from State of North
Carolina end users, perform entitlement, log the call into a problem database,
assign a severity code and follow defined documented procedures to either
resolve the problem or notify the appropriate resources (i.e. hardware service
provider, custom application support). |
|
Prioritize problem resolution in accordance with the
mutually agreed to severity codes and service level objectives. |
|
Develop and maintain help desk operational procedures
in the form of a Procedures Manual which will also include:
a. Problem severity definitions
b. Escalation Procedures
c. Notification list including backups
d. Service delivery management
e. Call taking scripts for State of North Carolina proprietary software |
|
Train help desk Agents in State of North Carolina handling procedures. |
|
Monitor problem status to facilitate problem closure
within defined Service Level criteria or escalate, as appropriate. |
|
Provide the customer with problem status as requested. |
|
Utilize online information repositories and/or a knowledge base mechanism
to assist in problem determination and with "how-to"questions. |
|
Maintain an updated Help Desk Personnel Contact Listing. |
|
Answer end user "how to" and usage questions for
standard supported software / hardware. |
|
Provide monthly help desk Service Reports that summarize call statistics.
The report format may include numbers of calls received, average hold time, distribution
of call types handled, and other elements as agreed during the setup phase. |
|
Provide escalation and notification procedures between the IBM Network Station
Delivery Center, the State of North Carolina, and any other service provider. |
|
If IBM cannot resolve the end user's issue(s) remotely,
IBM will coordinate and dispatch the appropriate service provider. |
|
Route out-of-scope requests to North Carolina contact
point within 15 minutes of acknowledgment. |
Management Services
|
Confirm resolution of the problem with the end user via
one phone call or e-mail, and log the final resolution in the call record. |
|
Record and report on all calls received by the help desk. |
|
Assign priority to problems based on mutually agreed upon conditions. |
|
Provide periodic problem reviews for root cause analysis and,
in conjunction with the State of North Carolina, establish
appropriate measures to prevent recurring incidents. |
|
Manage problem escalation procedures as defined in conjunction with
the State of North Carolina and maintained in the procedures manual. |
|
Load and access department profiles for entitlement purposes. |
State of North Carolina Supported Software Table
Package |
Vendor |
Level of support |
Adobe Acrobat (full software suite) |
Adobe Systems, Inc. |
1 |
Adobe Illustrator |
Adobe Systems, Inc. |
1 |
Adobe PageMaker |
Adobe Systems, Inc. |
1 |
Adobe Photoshop |
Adobe Systems, Inc. |
1 |
Adobe Premiere |
Adobe Systems, Inc. |
1 |
Attachmate Extra (all emulators) |
Attachmate Corp. |
1 |
AutoCAD |
Autodesk, Inc. |
1 |
C and C++ |
Multi-vendor O/S dependent |
1 |
Command Software Anti-Virus Command Software |
|
1 |
Corel Draw |
Corel Corp. |
1 |
Fortran |
Multi-vendor O/S dependent |
1 |
FoxPro |
Microsoft Corp. |
1 |
Hummingbird eXceed |
Hummingbird Communications |
1 |
Lotus 123 |
Lotus/IBM |
2 |
MAC OS |
Apple Computer Corp. |
1 |
MacX |
Apple Computer Corp. |
1 |
Appleworks |
Apple Computer Corp. |
1 |
Pagemaker |
Apple Computer Corp. |
1 |
Photoshop |
Apple Computer Corp. |
1 |
QuarkExpress |
Apple Computer Corp. |
1 |
Freehand |
Apple Computer Corp. |
1 |
InDesign |
Apple Computer Corp. |
1 |
DreamWeaver |
Macromedia |
1 |
Bbedit |
|
1 |
Celview |
|
1 |
McAfee Anti-Virus |
Network Associates |
2 |
MS Internet Explorer |
Microsoft Corporation |
2 |
MS Outlook |
Microsoft Corporation |
1 |
MS Office 97/2000 (all components) |
Microsoft Corporation |
2 |
MS Project |
Microsoft Corporation |
1 |
MS Schedule + |
Microsoft Corporation |
1 |
Microsoft Windows 95 |
Microsoft Corporation |
2 |
Microsoft Windows 98, 98SE |
Microsoft Corporation |
2 |
Microsoft Windows NT 4.0 |
Microsoft Corporation |
2 |
Microsoft Windows 2000 |
Microsoft Corporation |
2 |
Netscape Navigator/Communicator |
Netscape Communications Corp. |
2 |
Netscape Calendar |
Netscape Communications Corp. |
1 |
Norton Anti-Virus |
Symantec Corp |
2 |
Norton Utilities |
Symantec Corp. |
1 |
Novel NetWare |
Novel Corporation |
2 |
Oracle |
Oracle |
1 |
Powerbuilder 5 |
Powersoft |
1 |
SMS |
Microsoft Corp. |
1 |
Sybase |
Sybase Corp. |
1 |
Word Perfect |
Corel Corp. |
1 |
WS-FTP |
Ipswitch, Inc. |
1 |
WinZip |
Niki Mac Computing |
1 |
|
Hardware Maintenance Coordination |
|
This service provides coordinated maintenance dispatches for
Hardware repair and/or replacement activity after a problem has occurred.
Warranty service coordination may also be supplied. It also provides the
coordination of dispatch activities for Deskside support requirements in the
event that a problem cannot be addressed remotely by the help desk.
Services include:
|
Coordinate repair and replacement service for in scope hardware. |
|
Schedule and coordinate vendor Desk Side support dispatch activity
with the End User in the event that a specific problem cannot
be addressed remotely by a help desk technician. |
|
Request the dispatch of the appropriate vendor maintenance provider
for Hardware maintained under a third party agreement. |
|
Provide monthly report to show number of problems resolved by service provider. |
|
Asset Management and Reporting |
|
IBM Asset Management Services is a group of services
combining the primary elements needed to manage desktop assets.
The Services include our maintenance of your inventory data in a centralized database.
The Services are:
|
Asset Tracking and Reporting Services |
|
Install, Move, Add, Change ("IMAC") Services |
Services include:
|
Develop and maintain an asset/inventory tracking database. |
|
Coordinate the implementation of a process to support asset tracking
for the State of North Carolina from procurement through disposition. |
|
Coordinate State of North Carolina requests for asset changes. |
|
Log and track all activities that affect the asset lifecycle. |
|
Provide reports summarizing the asset tracking for the prior period. |
|
Provide to the State of North Carolina as reasonably requested, reports that
enable them to perform internal asset managing functions that are not handled
by the Delivery Center (i.e. product lease agreements, warranty registration).
Report data is limited to information contained in the asset record. |
|
Establish a process, as required, to gather data regarding
newly acquired assets or any changes to existing assets and
provide reasonable assistance in resolving any discrepancies. |
|
IMAC (Install, Move, Add, Change) Coordination |
|
This service provides for the coordination of install, move,
add, and change activities for supported hardware and software.
Services include:
|
Provide a single point-of-contact for all IMAC requests. |
|
Receive authorized IMAC requests via an agreed to form and communications vehicle. |
|
Log and track all IMAC activity from receipt of request through completion. |
|
Schedule and coordinate IMAC activity with end users
and the customer's appropriate business organizations and IBM service providing
organizations (e.g. network operations, facility services, LAN administration). |
|
Validate, with the State of North Carolina's IMAC focal
point, site readiness prior to dispatching an IMAC support vendor. |
|
Perform required follow-up with the appropriate
vendor(s) regarding timely response to IMAC activity requests. |
|
Implement a process to be specified in the Procedures Manual for managing IMAC activity. |
|
Manage IMAC requests to established service levels. |
|
Provide a standard report summarizing the IMAC activities for the prior month. |
|
Obtain End-User concurrence that work is complete. |
|
This service provides for the install, move, add, and change
activities for supported hardware and software.
Services include:
|
Provide install, move, add and change activities based on IMAC requests. |
|
Provide deskside support for software support and other
deskside activities requested by the State. |
Report back to IBM focal point activities that have taken place including
time from open to close, activity that took place, and customer satisfaction survey.
|
Deskside Support Services |
|
This service provides support to users when the help desk
cannot fix or cannot resolve the users' problems and it requires a deskside
support dispatch for supported hardware and software.
Services include:
|
Provide deskside support services for software support
and other deskside activities that require on site assistance. |
Report back to IBM focal point activities that have
taken place including time from open to close, activity that
took place, and customer satisfaction survey.
|
|
|
Electronic Software Distribution Services |
|
Electronic Software Distribution (ESD) provides workstation and server imaging,
software packaging and electronic distribution services for in-scope LAN/WAN connected
desk workstations and Servers. Software updates will be pushed to LAN/WAN connected servers,
and will be pulled from those servers to the in-scope desktops.
Electronic Software Distribution includes the following, standard services:
Imaging:
|
Establish standard image during due diligence or transition. |
|
Build client image - includes base operating system,
communications layer, and core applications. |
|
Update and change of the client image on predetermined schedule. |
|
Provide Golden Images to the PDP team for initial installation. |
|
Maintain client images within a central repository. |
|
Develop CD-ROM process for pristine client installs. |
|
Assist with creation of PDP Build and Test Scripts. |
Customer Desktop and Customer Server Software Packaging and Electronic Distribution:
|
Package software for electronic distribution. |
|
Pilot test to ensure the ability to distribute the software via electronic distribution tools. |
|
Sign-off on success of pilot electronic distribution test. |
|
Provide and maintain the software delivery infrastructure |
|
Analyze software packaging requests and provide a packaging/distribution timeframe for each. |
|
Provide feedback regarding packaging and distribution issues, targeted dates,
and technology issues regarding the software change. |
|
Store software packages within a central package repository. |
|
Monitor the distribution to validate the successful
completion of the process via log files. |
|
Schedule and coordinate software distribution with the Customer Focal Point. |
|
Communicate to the Customer Focal Point, via the Change Management Procedures,
any prerequisites prior to software distribution and any post-install requirements. |
|
Provide Customer training on new software distributed. |
|
Define distribution processes and procedures. |
|
Provide the distribution processes and procedures to
Customer-designated personnel (e.g., operators, systems engineers, problem
support personnel) and communicate any Customer support requirements. |
|
Distribute software to LAN attached clients during
mutually agreed to predetermined maintenance windows. |
|
Provide written software product installation and customization
instructions for any Customer or 3rd Party developed software. |
|
Update applications where Electronic Software
Distribution capability/function does not exist. |
|
Provide license management for all software requested
to be packaged and placed in the catalog for distribution. |
|
Establish a distribution plan prior to each major software distribution. |
|
Conduct an acceptance review (jointly with Customer)
for changes to previously distributed software. |
|
Resolve failed distributions attributed to IBM Global
Services software distribution infrastructure. |
|
Provide trend analysis and standard management reports. |
|
Resolve failed distributions caused by nonstandard configuration,
lack of hardware resources, or lack of connectivity to Customer devices. |
|
Provide the IBM Global Services Electronic Software
Delivery Development Lab with desktop and laptop hardware/software which is
consistent with each unique configuration's current equipment for purposes of golden
image(s) development, maintenance and software delivery package testing. |
|
Distribute software manually to clients without necessary connectivity
and bandwidth for electronic software distribution, e.g. Dial-in users. |
|
Distribute software to Desktops and Servers. |
|
Distribute Customer or third party developed software
when software supports automated distribution. |
|
Support the current Customer software packaging and
distribution activities during Transition or as long as needed. |
| |
|
|
Customer User ID Administration |
|
Customer User ID Administration provides operating system User ID management.
This service includes adding, deleting, changing Operating System User ID accounts, password
resets, group memberships and providing account listings for revalidation.
Server Operating System Support/Management |
|
Server Operating System (OS) Support / Management provides support for the
base operating system on covered servers by implementing standard OS parameter
configuration and version levels. These services include providing support of
the Operating System configuration and associated file systems, log files,
processes, problem determination, software, administration tools, utilities,
security, and hardware. Administrative tools are installed to allow support
to be provided from the SDC.
Server management includes, among other tasks:
|
Installations, upgrades and support of the in-scope server operating system,
system management software, operating system TCP/IP networking software and
operating system utilities. |
|
Management of the operating system configuration, including modifying
configuration files, controlling access to system configuration files
and validating integrity of system configuration files. |
|
Management of the operating system process, including refreshing
processes as required, establishing startup sequences, maintaining
system clock synchronization, changing process priorities. |
|
Applying operating system patch set updates as required. |
|
Maintaining operational support procedures. |
|
Recommend operating system updates and configuration modification. |
|
Utilize tools for remote management, alert monitoring, performance/capacity
reporting and virus detection\eradication for operating system files. |
|
Develop and maintain operational support procedures and
store in an IBM Global Services database. |
|
Maintain the in-scope server configuration information in an IBM Global Services database. |
|
Provide level 2/3 problem isolation, determination and
recovery of system hardware and operating system software. |
|
Coordinate in-scope server hardware service and
Operating System support with the appropriate vendor. |
|
Provide logical security and administration for shared
resources through group access management. |
|
Create and maintain logon scripts or profiles at the system level only. |
|
Respond to IBM Global Services level 1 call out for in-scope systems error condition. |
|
Provide supported server hardware configuration guidelines for in-scope assets. |
Server Monitoring & Operations |
|
DSM Operations provides server monitoring, System Alert
processes and Executive Alert processes for severity 1 problems,
problem ticket opening and communication to IBM Global Services
management, technical support personnel and Account Team.
Basic services include:
|
Monitoring servers with automated monitoring tools. |
|
Creating and maintaining operations procedures. |
|
Providing real time monitoring of servers and responding to alerts generated by automated tools. |
|
Performing Level 2 Problem Determination. |
|
Communicating problems to leadership team |
External Disk Administration |
|
Storage Management will identify, configure and track the
use of in-scope external disk hardware. External disk hardware
is defined as the disks that are external to the
server and the related adapters, enclosures and cables.
Daily tasks include:
|
Monitoring operational status (health check) of infrastructure. |
|
Analyzing disk utilization and trends. |
Server Backup and Recovery |
|
Server Backup and Recovery provide the processes to allow
recovery of the operating systems, data files and software applications on
identified in-scope servers.
Daily Tasks:
|
Verify scheduled backups (Monday-Friday). |
|
PA/PD for client level misses/failures. |
|
Monitor operational status (health check) of infrastructure (performance included). |
Other Tasks:
|
Provide single point of contact for the account team. |
|
Backup of Customer Data Files and software applications as included in baseline of total disk
backed up: management, execution, and monitoring of data backups, working with the Customer to
validate the data being backed up, executing recovery tests to satisfy recovery requirements. |
|
Backup of Operating Systems, including assisting the server support team in
defining and testing operating system backup/recovery procedures. |
|
Server Data File Migration including backing the data files up from an old disk
configuration and restoring it to a new disk configuration. |
|
Backup/Recovery Hardware Management including opening and closing hardware
related support calls, managing problem resolution, and providing required
information to the support organizations for problems with external storage
devices like tape drives or tape libraries. |
|
Backup/Recovery Tape Inventory Management including the inventory and
library management of backup tapes. |
|
Perform general administration activities - Problem/Change Management -
Meetings (Account required - 2 hrs/week) - Communications - Documentation Maintenance. |
|
Provide 3rd level assistance to data user performing restore. |
|
Restoring of IBM Global Services owned data. |
|
Restoring of Customer owned data. |
|
Provide support for "server down" or disk failure recovery/restore. |
| |
|