| Service Name | Service Definition | Frequency | Measure | Deliverable | Base | Service Type |
| Creating Operating System Best Practices | Creating operating system best practices document | Scheduled | Number of OS best practices / Number of supported OS | Detailed checklist | True | Customer Service |
| General Help Desk Support | Provide single point of contact for all computing issues within AMCIS via phone, email or in person.
Provide triage and basic troubleshooting of reported computing issues. | As needed | % of requests meeting acknowledgment turn-around | Acknowledged calls | True | Customer Service |
| Downtime Notification | Provide appropriate information to users relating to AMCIS computing environment | Scheduled | % of time meeting expectations | Timely notification | True | Customer Service |
| General Trouble Tickets | Resolve Priority tickets within designated response times | Scheduled | % of tickets closed within appropriate timeframes | Customer notification | True | Customer Service |
| Server Placement | Provide Data Center space, KVM services, and network connectivity for AMCIS and deparmental servers, and/or systems. | AHD Request | Server Placement Flow - 5 step duration measures - 48 days | Provide networked server with KVM services, in data center space | True | Data Center Services |
| DBMS Installation | Install and configure DBMS systems (Ingres, SQL Server, Oracle) on UNIX and Wintel platforms. | Scheduled | Percent of projects completed on schedule (including changes to specification). | New DBMS installations. | True | Database Administration |
| DBMS Maintenance | Obtain and install DBMS upgrades, patches and updates (including licenses and bug fixes). | Scheduled | Pecent of dbms installations at vendor supported versions. | DBMS installations at appropriate version. | True | Database Administration |
| DBMS Monitoring | Proactively monitor the performance, availability and health of DBMS installations. | Real Time | Percent of DBMS systems monitored. | Notify MCIS staff (help desk, on call) of service disruption. | True | Database Administration |
| DBMS Communication | Install and maintain data communication components of the DBMS (e.g., IngresNet, ODBC). | Scheduled | Number of DBMS communication failure events per interval. | Operation database communication links. | True | Database Administration |
| DB Creation | Create new databases in any supported DBMS. | Scheduled | Percent of projects completed on schedule (including changes to specification). | Physical databases. | True | Database Administration |
| DB Design | Data modeling to design new structures and other database objects. | Scheduled | Percent of projects completed on schedule (including changes to specification). | Relevant data design documentation. | True | Database Administration |
| DBMS/DB Production Support | Triage and analysis of problems with DBMS installations and specific databases. | On Demand | Time database service restored - Time of AHD problem report. | Restore database functionality. | True | Database Administration |
| DB Content Production Support | Triage and analysis fo reported data validity problems. Resolution of isolated cases. Development of research and resolution processes. | On Demand | Time of resolution - Time of AHD problem report. | Resolve isolated cases. | True | Database Administration |
| Provide Wireless Networks | Provide wireless networks in areas where the benefit to patient care or other services exceeds the extra cost of implementation over wired networks. | Project task | Measure ability to meet project task/milestone | Meet Project requirements to implement wireless in given area | True | Network Connectivity |
| Remote VPN services | Provide secure access to UWAMC networks to remote users using VPN tunnels | AHD Ticket (priority 5) | Time to complete (20 working days) | Customer notification | True | Network Connectivity |
| Provide remote connectivity to UWAMC Network | Provide Wide Area Network services to non-campus UWAMC satellites and affiliates, and remote off-campus buildings | According to Project schedule | Duration of WAN specific setup: 6 Weeks | Customer notification | True | Network Connectivity |
| Maintain TCP/IP subnet connectivity | Provide 99.9% network availability for a given TCP/IP Subnetwork (Subnet) | Continuous | Unscheduled downtime frequency | Maintain 99.9% network availability | True | Network Connectivity |
| Provide IP Addresses | Provide IP addresses and associated parameters to the managers and end users of IP addressable devices | AHD Request | Time to complete (6 day turnaround) | Customer Notification | True | Network Connectivity |
| Provide C&C DNS Registration | Provide registered Campus DNS names to Requestors | AHD Request | Time to Complete (6 day turnaround) | Customer Notification | True | Network Connectivity |
| Network Analysis for troubleshooting | Use Network Analysis ("sniffing") to assist network, system or security specialists in assessing data "on the wire" | AHD Request (priority 4) | Time to complete analysis | Complete analysis in time frame required by requestor | True | Network Management |
| Maintain individual customer connectivity | Provide or re-establish network connectivity to a UWAMC data network customer who has lost connectivity | AHD Request (priority 1) | Time to complete (1 hour turnaround) | Customer Notification | True | Network Operations |
| Activate Ethernet link to Hub/Switch | As response to AHD request - link an UWAMC computing device to the UWAMC ethernet data network, on a specified TCP/IP subnet | Upon request | Time to Complete - (2 Weeks)
- assume network capacity | Customer notification - Close CR | True | Network Operations |
| Resource planning and allocation | Establish means to allocate resources across prioritized projects | Standard | Resources requirements are understood far enough in advance to plan to fulfill | Mechanism to allocate resources | True | Project Management |
| Purchasing Evaluation & Consultation | Provide consultation and evaluation to AMC users and specifically Materials Management in each medical center | As needed | % of time requests are turned around within appropriate time frames | Approved/rejected PO | True | Project Management |
| Security Training | Training system administrators on security standards | Scheduled | Trained system administrators / Number of system administrators | Security checklist | True | Security Services |
| Security Review | Apply security best practice to OS and Web Servers | Scheduled | Number of servers reviewed / Number of servers | Security checklist | True | Security Services |
| Secure Telnet and FTP Servers | Install and configure secure telnet and ftp on servers | Scheduled | Number of encrypted telnet or ftp servers / Number of telnet or ftp servers | List of unencrypted telnet or ftp servers | True | Security Services |
| Safe Sanctuary Migration | Configure firewall rulesets to allow additional servers into a safe sanctuary | Scheduled | Number of sensitive servers in sanctuary / Number of sensitive servers capable of moving into safe sanctuary. | List of sensitive servers behind safe sanctuary | True | System Administration |
| Server Administration | Patches/Updates | Quarterly | Quarterly patch audit shows that no more than 10% of the servers do not meet stds | All servers managed by MCIS are no more than 2 quarters out of date | True | System Administration |
| SA - Physical Installation | Physical Installation | On Demand | 1 Week from time received from shipping dept. | Server is Fully assembled, mounted in a approved rack with redundant power source connected and ready for OS installation. | True | System Administration |
| SA - NTFS Configuration | Configuring the NTFS and Share permissions | On Demand | | All servers have configured NTFS and Share permissions which are secure. | True | System Administration |
| SA - Security Policy | Local Security policy configuration | On Demand | | All Servers have configured local security policies which are secure. | True | System Administration |
| SA - Connectivity | Network Connectivity with live port/s and IP Address assigned. | On Demand | 1 Business Day from the time the operating system has been installed. | The Server can be access from a AMC Domain connected workstation by a user with the appropriate rights. | True | System Administration |
| DNS | Register Names in MCIS DNS and register with Campus when appropriate | On-Demand | Time to complete (1 day turnaround) | Customer Notification | True | System Administration |
| O/S Installation/Upgrades | Perform upgrades new O/S builds | Scheduled | Maintain production and development environments within one release of current | Perform upgrade within stated timeframe | True | System Administration |
| Patch Installations | Perform patch upgrades as appropriate | Scheduled | Maintain production and development environments within one release of current | Perform patch installation within stated timeframe | True | System Administration |
| Workstation/Laptop Move/Change/Delete | Move, change or delete standard workstation or laptop | Standard | % of installs meeting 5 day turn-around | Modified workstation | True | System Administration |
| Workstation/Laptop Repair/Replace | Repair or replace standard workstation or laptop | Standard | % of installs meeting 1 day turn-around | Repaired/Replaced workstation | True | System Administration |
| Printers New/Install | Install new standard printer | Standard | % of installs meeting 2 day turn-around | Installed printers | True | System Administration |
| Printers Move/Change/Delete | Move, change or delete standard printer | Standard | % of installs meeting 2 day turn-around | Installed printer | True | System Administration |
| Printers Repair/Replace | Repair or replace standard printer | Standard | % of installs meeting 5 hour turn-around | Repaired/replaced printer | True | System Administration |
| Software New/Install | Install new standard software | Standard | % of installs meeting 2 day turn-around | Installed software | True | System Administration |
| Software Move/Change/Delete | Move, change or delete standard softwre | Standard | % of installs meeting 1 day turn-around | Modified software | True | System Administration |
| Software Repair/Replace | Repair or replace standard software | Standard | % of installs meeting 4 hour turn-around | Repaired software | True | System Administration |
| Computer peripherals New/Install | Install new standard computer peripherals | Standard | % of installs meeting 2 day turn-around | Installed peripherals | True | System Administration |
| Computer Peripherals Move/Change/Delete | Move, change or delete standard computer peripherals | Standard | % of installs meeting 1 day turn-around | Modified peripherals | True | System Administration |
| Computer Peripherals Repair/Replace | Repair or replace standard computer peripherals | Standard | % of installs meeting 1 hour turn-around | Repaired peripheral | True | System Administration |
| Web Server Administration | Install/Configure/Troubleshoot Web Server Systems | Scheduled | Completed within stated timeframe | Complete installation/configuration to customer satisfaction | True | System Administration |
| Scheduled Jobs | Install/Schedule automated jobs on systems | Scheduled | Completed within stated timeframe | Complete installation of automated jobs | True | System Administration |
| Physical Installation | Install servers in designated system rooms | Scheduled | Completed within negotiated timeframe | Complete installation of system to customer satisfactioin | True | System Administration |
| Hardware Moves | Move equipment (not furniture).
Disconnect/reconnect PC equipment. | Scheduled | Meet Priority 5 turn-around | | True | System Administration |
| Workstation/Laptop new/Install | Installation of standard workstation or laptop | Standard | % of installs meeting 3 day turn-around | Installed workstations | True | System Administration |
| Account Configurations | Account creation and configuration for permanent AMC employees and for emergency employees. | Scheduled | # of requests completed in appropriate time fram | Correct account set up | True | User Administration |
