| Group | Service Type | Service Name | Service Definition | Frequency | Deliverable | Objective | Base | Rate | Unit | Period |
| SIT | Security Services | Forsenic Analysis | Conduct forensic analysis of compromised systems. | On-Demand | Forensic report | | False | | | |
| TSO | Database Administration | DBMS Installation | Install and configure DBMS systems (Ingres, SQL Server, Oracle) on UNIX and Wintel platforms. | Scheduled | New DBMS installations. | Timely project completion to user specification. | True | | | Baseline |
| TSO | Database Administration | DBMS Maintenance | Obtain and install DBMS upgrades, patches and updates (including licenses and bug fixes). | Scheduled | DBMS installations at appropriate version. | Maintain highest appropriate vendor supported version / patch level. | True | | | Baseline |
| TSO | Database Administration | DBMS Monitoring | Proactively monitor the performance, availability and health of DBMS installations. | Real Time | Notify MCIS staff (help desk, on call) of service disruption. | 100% scheduled application availability. | True | | | Baseline |
| ESS | SQL Server Administration | SQL Hosting | SQL Hosting | | Host database in a suitable MCIS SQLServer. | Provide Disk Space and Server to host SQL 7.0 or above databases. | False | 0 | EA | Annually |
| EUS | System Administration | Workstation/Laptop Move/Change/Delete | Move, change or delete standard workstation or laptop | Standard | Modified workstation | Match to Balanced Scorecard | True | 50 | Hour | Baseline |
| EUS | System Administration | Workstation/Laptop Repair/Replace | Repair or replace standard workstation or laptop | Standard | Repaired/Replaced workstation | Match to Balanced Scorecard | True | 50 | Hour | Baseline |
| EUS | System Administration | Printers New/Install | Install new standard printer | Standard | Installed printers | Match to Balanced Scorecard | True | 50 | Hour | Baseline |
| EUS | System Administration | Printers Move/Change/Delete | Move, change or delete standard printer | Standard | Installed printer | Match to Balanced Scorecard | True | 50 | Hour | Baseline |
| EUS | System Administration | Printers Repair/Replace | Repair or replace standard printer | Standard | Repaired/replaced printer | Match to Balanced Scorecard | True | 50 | Hour | Baseline |
| EUS | Customer Service | Surplus/Retirement of Outdated Equipment | | | | | False | | | |
| CIS | | Clinical Application Support | Support CIS application after hours. Facilitate support via use of "Expert Users" | | | | False | 0 | EA | Annually |
| CIS | | Printing | Recommend purchase of printers, install & maintain, set up print queues, monitor print queues. | | | | False | 0 | EA | Annually |
| EUS | System Administration | Software New/Install | Install new standard software | Standard | Installed software | Match to Balanced Scorecard | True | 50 | Hour | Baseline |
| EUS | System Administration | Software Move/Change/Delete | Move, change or delete standard softwre | Standard | Modified software | Match to Balanced Scorecard | True | 50 | Hour | Baseline |
| EUS | System Administration | Software Repair/Replace | Repair or replace standard software | Standard | Repaired software | Match to Balanced Scorecard | True | 50 | Hour | Baseline |
| EUS | System Administration | Computer peripherals New/Install | Install new standard computer peripherals | Standard | Installed peripherals | Match to Balanced Scorecard | True | 50 | Hour | Baseline |
| EUS | System Administration | Computer Peripherals Move/Change/Delete | Move, change or delete standard computer peripherals | Standard | Modified peripherals | Match to Balanced Scorecard | True | 50 | Hour | Baseline |
| EUS | System Administration | Computer Peripherals Repair/Replace | Repair or replace standard computer peripherals | Standard | Repaired peripheral | Match to Balanced Scorecard | True | 50 | Hour | Baseline |
| EUS | 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 | Acknowledged calls | Match to Balanced Scorecard | True | | | Baseline |
| EUS | Customer Service | Downtime Notification | Provide appropriate information to users relating to AMCIS computing environment | Scheduled | Timely notification | Match to Balanced Scorecard | True | | | Baseline |
| TSO | System Administration | Web Server Administration | Install/Configure/Troubleshoot Web Server Systems | Scheduled | Complete installation/configuration to customer satisfaction | High customer satisfaction | True | | | Baseline |
| TSO | System Administration | Scheduled Jobs | Install/Schedule automated jobs on systems | Scheduled | Complete installation of automated jobs | High customer satisfaction | True | | | Baseline |
| TSO | System Administration | Physical Installation | Install servers in designated system rooms | Scheduled | Complete installation of system to customer satisfactioin | High customer satisfaction | True | 100 | EA | Baseline |
| CIS | | Bedside Device Interfaces | Install, configure, monitor and maintain bedside device interfaces to CIS application | | | | False | 0 | EA | Annually |
| TSO | System Administration | SSL Certificate Ordering/Installation | Order and Install SSL Certificates for web servers | Scheduled | Complete purchase and installation of SSL Cert on web servers | Utilization of https vs. http | False | 100 | EA | Annually |
| PM | Project Management | Project and program management (Program Office) | Establish project management office; standards, measures, expertise | Standard | PM standards: forms, reporting, accountability, methodology | Structured delivery method for projects | False | | | |
| PM | Project Management | Budget planning and performance tracking | Establish mechanism to track financial performance on a project basis; match to budget | Standard | MPL of prioritized projects | Equate projects to budget | False | | | |
| PM | Project Management | Resource planning and allocation | Establish means to allocate resources across prioritized projects | Standard | Mechanism to allocate resources | Wisely use scarce resources to highest value work | True | | | Baseline |
| SIT | Customer Service | Creating Operating System Best Practices | Creating operating system best practices document | Scheduled | Detailed checklist | Refer to SIT Goal #1 | True | | | Baseline |
| SIT | Security Services | Security Training | Training system administrators on security standards | Scheduled | Security checklist | Refer to SIT Goal #1 | True | | | Baseline |
| SIT | Security Services | Security Review | Apply security best practice to OS and Web Servers | Scheduled | Security checklist | Refer to SIT Goal 1, 2, and 7 | True | | | Baseline |
| SIT | Security Services | Windows Host-Based Firewall | Installation of host-based firewalls on Windows platforms. | Scheduled | Firewall profiles | SIT Goal #2 and 3 | False | | | |
| SIT | Security Services | Unix Host-Based Firewall | Apply filters to Unix servers | Scheduled | Unix firewall profiles | SIT Goal #2 and 3 | False | | | |
| SIT | Security Services | Bridging Firewall | Service for systems where host-based firewalls can not be applied. | Scheduled | List of servers protected by bridging firewall | SIT Goal #2 | False | | | |
| CIS | | DBA | Provide DBA for proprietary clinical database and Sybase research database. | | | | False | 0 | EA | Annually |
| SIT | Security Services | Intrusion Detection | Install network intrusion detection systems on enterprise subnets and general use subnets | Scheduled | List of subnets | SIT Goal #6 | False | | | |
| SIT | Security Services | General Remote Access | Provide secure remote access to AMC users. | Scheduled | Client software | SIT Goal #9 | False | | | |
| SIT | Security Services | Secure Telnet and FTP Servers | Install and configure secure telnet and ftp on servers | Scheduled | List of unencrypted telnet or ftp servers | SIT Goal #9 | True | | | Baseline |
| SIT | System Administration | Securing Websites with SSL | Provide resources to install and configure SSL for sensitive websites. | Scheduled | Installation and configuration documentation | SIT Goal #10 | False | | | |
| SIT | System Administration | Safe Sanctuary Migration | Configure firewall rulesets to allow additional servers into a safe sanctuary | Scheduled | List of sensitive servers behind safe sanctuary | SIT Goal #4 | True | | | Baseline |
| ESS | System Administration | Server Administration | Patches/Updates | Quarterly | All servers managed by MCIS are no more than 2 quarters out of date | Ensure latest patches and updates are on the system | True | | | Baseline |
| ESS | System Administration | SA - Troubleshooting | Troubleshooting | on-demand | Troubleshoot problems with NT servers. | Troubleshoot problems with servers/server-based applications | False | | | |
| ESS | System Administration | SA - Physical Installation | Physical Installation | On Demand | Server is Fully assembled, mounted in a approved rack with redundant power source connected and ready for OS installation. | | True | | | Baseline |
| ESS | 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 | | | Baseline |
| ESS | System Administration | SA - Security Policy | Local Security policy configuration | On Demand | All Servers have configured local security policies which are secure. | 1. Configuring User rights 2. Configuring Security options 3.Configuring Audit options 4. Configuring Account Policies - Password policy - Account lockout policy | True | | | Baseline |
| ESS | System Administration | SA - Connectivity | Network Connectivity with live port/s and IP Address assigned. | On Demand | The Server can be access from a AMC Domain connected workstation by a user with the appropriate rights. | Server is joined to the AMC domain as a member server and able to connect to the internet. | True | | | Baseline |
| TSO | System Administration | DNS | Register Names in MCIS DNS and register with Campus when appropriate | On-Demand | Customer Notification | Close all priority 1 call requests within 12 hours | True | | | Baseline |
| TSO | System Administration | Email Lists | Setup and configure email listss for AMCIS. Establish guidelines for email lists. | On-Demand | Customer Notification | Close all priority 1 call requests within 12 hours | False | 5 | EA | Once |
| TSO | System Administration | O/S Installation/Upgrades | Perform upgrades new O/S builds | Scheduled | Perform upgrade within stated timeframe | Keep systems within 1 OS release | True | 50 | Hour | Baseline |
| TSO | System Administration | Patch Installations | Perform patch upgrades as appropriate | Scheduled | Perform patch installation within stated timeframe | Keep systems to baseline patches | True | | | Baseline |
| TSO | System Administration | Backups/Restores | The ability to restore files and system functionality in the event of data loss or hardware failure in a timely manner | Scheduled | Customer can choose frequency of backups | Consistent reliable backups | False | 8 | Gb | Monthly |
| TSO | System Administration | Application Monitoring | To proactively track application availability and to identify outages in a timely manner | Real-Time | Customer notification by one of the following: AHD, Email | 100% application availability | False | 10 | EA | Annually |
| EUS | Customer Service | General Trouble Tickets | Resolve Priority tickets within designated response times | Scheduled | Customer notification | 80% of tickets closed withi timeframe | True | | | Baseline |
| ESS | SQL Server Administration | Database Administration | Database Administration | | Provide hosting services for SQL databases, includes all of the aforementioned tasks. | Administrate and maintain the databases, including Database Creation, Sizing, Indexing and Integrity | False | 0 | EA | Annually |
| ESS | SQL Server Administration | Database Backup | Create backup task to back up the databases to disk then saved to tape per MCIS's tape backup process standard. | | Create the backup jobs and provide secure disk space for creating dump devices on a server separate from the SQL Server, | | False | 0 | EA | Annually |
| ESS | SQL Server Administration | Database Restore | Restore corrupted database files from the disk copy or backup tape. | | Recovery of the database file from the network backup tapes. File would be placed in a temp directory on the SQL server for the DB Admin to restore. | | False | 0 | EA | Annually |
| ESS | SQL Server Administration | Data Import | Import data from Access, ASCII File, or other SQLServers into the MCIS SQL server. See Note 1 | | Successful data import onto MCIS SQL Servers | | False | 0 | EA | Annually |
| ESS | SQL Server Administration | Troubleshooting | Troubleshoot HW, OS, and SQLServer system related problems. Provide limited technical support to troubleshoot database applications for SQL related issues only, when available. | | Troubleshoot and recover from system/database failure. | | False | 0 | EA | Annually |
| ESS | SQL Server Administration | Application Development Consulting | Support developers to host their application's backend databases on our SQL servers to ensure their systems integrate with our systems and meet requirements. | | A secure, highly available SQL system that is in compliance with MCIS standard. | | False | 0 | EA | Annually |
| ESS | Exchange Administration | Site Management | Create and maintain connectivity between Exchange Sites. General Exchange Server Administration. | | Manage the AMCX site and provide connections for other sites that are approved | | False | 0 | EA | Annually |
| ESS | Exchange Administration | Tier 3 Troubleshooting | Troubleshoot HW, OS and Exchange system related problems: system failure, configuration problems, mail connector failure, and database problems. See Note 1 | | | | False | 0 | EA | Annually |
| ESS | Exchange Administration | System Monitoring | Monitor vital server metrics to ensure availability | | Monitor hardware to ensure that enough resources are deployed to meet the needs of the customers who depend on this product | | False | 0 | EA | Annually |
| ESS | Exchange Administration | Server Updates/patches | Apply appropriate OS and Exchange system updates and patches | | Ensure server is updated and patched | | False | 0 | EA | Annually |
| ESS | Exchange Administration | Backup and Restore | Perform Backups of Exchange servers on a periodic basis | | A fully backed up database that can be recover if a failure occurs. | | False | 0 | EA | Annually |
| CIS | | Windows OS Administration | Administer Windows OS for clinical servers. | | | | False | 0 | EA | Annually |
| ESS | Enterprise Services | Domain Management - SAM Backup | Configure backup of the SAM with DC backup | | Automatic Backup | | False | 0 | EA | Annually |
| ESS | Exchange Administration | Server Backup/Restore | Restore Exchange databases | | Restore a user's mailbox from the previous day's configuration | | False | 0 | EA | Annually |
| ESS | Exchange Administration | Anti-Virus | Execute best practices of virus prevention and virus erradiacation for the Exchange servers | | Prevent Virus Outbreaks | | False | 0 | EA | Annually |
| ESS | Exchange Administration | Mailbox creation Tier 2 Support | Provide Tier-2 support for creating and configuring Exchange mailbox for calendaring. EUS provides Tier-1. | | Functional Outlook/Exchange calendar | | False | 0 | EA | Annually |
| ESS | Exchange Administration | Public Folder creation | | | Create public folders for users for group calendaring purpose | | False | 0 | EA | Annually |
| ESS | Consulting | Request For Information (RFI) | Provide assistance and consultation to prepare RFI sections that are related to ESS's service areas. | | RFI with ESS's input | | False | 0 | EA | Annually |
| ESS | Consulting | Request For Proposal (RFP) | Provide assistance and consultation to client to prepare RFP sections that are related to ESS's service areas. | | RFP with ESS's input | | False | 0 | EA | Annually |
| ESS | Consulting | Software Evaluation and Selection | Provide evaluation, assessment and consultation to client to select software product/vendor. | | Software Selection Recommendation | | False | 0 | EA | Annually |
| ESS | Consulting | ESS Services Inquiry | Provide consultation to client how to best utilize services/technologies offered by ESS | | ESS Services List provided. | | False | 0 | EA | Annually |
| ESS | Windows Terminal Services | WTS Services Installation | Install and Configure Windows Terminal Services | | Fully installed and patched Windows Terminal Server in 1 week | | False | 0 | EA | Annually |
| ESS | Windows Terminal Services | WTS Load Balancing | Install and Configure WTS Load Balancing | | Fully installed and patched Windows Terminal Server in 1 week | | False | 0 | EA | Annually |
| ESS | Windows Terminal Services | WTS Web Page Setup | Create a web page for accessing the WTS application via user's Internet Explorer | | Fully installed and patched Windows Terminal Server in 1 week | | False | 0 | EA | Annually |
| ESS | Windows Terminal Services | WTS Printer Setup | Install WTS printer driver and create print queue, setup user's printer mapping. See Note 3 | | Fully installed and patched Windows Terminal Server in 1 week | | False | 0 | EA | Annually |
| ESS | Windows Terminal Services | WTS Security Configuration | Configure and apply WTS specific security patches, policy and NTFS permissions | | Secured Windows Terminal Server in 2 days. | | False | 0 | EA | Annually |
| ESS | Windows Terminal Services | WTS compliant application installation | Install WTS compliant applications. See Note 1. | | Installed and configured Application running in WTS environment in 2 days | | False | 0 | EA | Annually |
| ESS | Windows Terminal Services | Non-WTS compliant application installation | Install non-WTS compliant applications. See Note 2 | | Installed and configured Application running in WTS environment in 2 weeks | | False | 0 | EA | Annually |
| ESS | Enterprise Services | File Services - Home Directory | Provide secure network storage location for personal access. | | Provide up to 10 MB per individual AMC user of network disk space for storing documents. | | False | 0 | EA | Annually |
| ESS | Enterprise Services | File Services - Departmental Shared Folders | Provide secure network storage location for departmental access. | | Provide up to 10 Gigs per department of network disk space for department sharing purpose. | | False | 0 | EA | Annually |
| ESS | Enterprise Services | File Services - Monitoring | File Services - Monitoring | | Monitor file server and disk space utilization. | | False | 0 | EA | Annually |
| ESS | Enterprise Services | File Services - Server Administration | Maintain file servers. Design appropriate file services architecture for the AMC enterprise. | | | | False | 0 | EA | Annually |
| ESS | Enterprise Services | Print Services - Updates/Patches | Apply necessary OS and security updates and patches | | Reliable print servers | | False | 0 | EA | Annually |
| ESS | Enterprise Services | Print Services - Driver & Print Queue Install | Test and install new print drivers. Create new print queues. | | Reliable print servers | | False | 0 | EA | Annually |
| ESS | Enterprise Services | Print Services - Monitoring | Maintain print servers. Design appropriate print services for the AMC enterprise. | | Print server policies that allow easy Printer mapping to room and IP. Highly-reliable print servers. | | False | 0 | EA | Annually |
| CIS | | SCO UNIX OS Administration | SCO UNIX operating system administration (specifically for bedside device interfaces) | | | | False | 0 | EA | Annually |
| ESS | Enterprise Services | User Authentication | Provide Domain wide user authentication through the AMC domain controllers. | | Seamless logon and access to AMC and trusting domain resources 24x7. | | False | 0 | EA | Annually |
| ESS | Enterprise Services | Computer Authentication | Create and reset computer accounts when needed for workstations joining the AMC domain for computer authentication. | | Seamless logon and access to AMC and trusting domain resources 24x7. | | False | 0 | EA | Annually |
| ESS | Enterprise Services | User Account Management | Add, Delete, Update. | | AMC logon account configured per previously agreed department setup. | | False | 0 | EA | Annually |
| ESS | Enterprise Services | Group Memberships | Create and populate from electronic list an NT Group. | | 5 business days from receipt of requests | | False | 0 | EA | Annually |
| ESS | Enterprise Services | Domain Management - SAM Disaster Recovery | Disaster Restore | | Restore DC from scratch from tape backup. | | False | 0 | EA | Annually |
| ESS | Enterprise Services | Domain Management - Trust Relationships Setup | Create domain trust with the AMC domain for approved domains. | | Document and Establish domain trust relationship | | False | 0 | EA | Annually |
| ESS | Enterprise Services | Domain Management - MCIS Logon Scripts Maintenance | AMC Standard Logon Script | | Functional logon script system for rapid desktop computer queries and configuration within the AMC | | False | 0 | EA | Annually |
| ESS | Enterprise Services | Domain Management - Security Policy | Implement domain wide user rights policies and auditing. | | AMC resources will be setup and access logged per MCIS SIT policy | | False | 0 | EA | Annually |
| ESS | Enterprise Services | WINS - Service Maintenance | Enable and configure WINS service to work properly. Configure WINS replication. | | Name resolution in AMC domains | | False | 0 | EA | Annually |
| ESS | Enterprise Services | WINS - Name Resolution Troubleshooting | Troubleshoot NetBIOS Name Resolution problems. See Note 2 | | Debug name resolution problems on desktop PC's within AMC domain | | False | 0 | EA | Annually |
| INS | 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 | Customer notification - Close CR | Close Priority 4 CR (based on Measure_1) in less than 2 weeks. Close infrastructure buildout to meet request within context of the Project schedule (Measure_2) | True | 0 | EA | Annually |
| INS | 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 | Customer notification | Complete WAN service setup on schedule to provide connectivy to site when it is needed. | True | 0 | EA | Annually |
| INS | Network Connectivity | Provide network links for affiliated remote sites | Maintain network equipment and cable plant necessary to provide connectivity to remote users at UWAMC Affiliates | Per AHD Request for service | Customer notification - Close CR | Close Priority 4 CR (based on Measure_1) in less than 4 weeks. Close infrastructure buildout to meet request within context of the Project schedule (Measure_2) | False | 600 | EA | Monthly |
| INS | Network Connectivity | Maintain TCP/IP subnet connectivity | Provide 99.9% network availability for a given TCP/IP Subnetwork (Subnet) | Continuous | Maintain 99.9% network availability | Create UWAMC network infrastructure and redundant network systems to maintain a stable 99.9% network availability for any given UWAMC subnetwork (subnet) | True | 0 | EA | Annually |
| INS | Network Connectivity | Provide IP Addresses | Provide IP addresses and associated parameters to the managers and end users of IP addressable devices | AHD Request | Customer Notification | Provide managers and end users of IP addressable devices with an IP address and parameters within 6 working days. | True | 0 | EA | Annually |
| INS | Network Connectivity | Provide C&C DNS Registration | Provide registered Campus DNS names to Requestors | AHD Request | Customer Notification | Provide AMCIS and departmental server administrators with registered UW DNS names for their server systems. | True | 0 | EA | Annually |
| INS | Data Center Services | Server Placement | Provide Data Center space, KVM services, and network connectivity for AMCIS and deparmental servers, and/or systems. | AHD Request | Provide networked server with KVM services, in data center space | Provide server placement in UWAMC sanctioned space, with KVM services, UPS power, and network connectivity in less than 48 days. | True | 0 | EA | Annually |
| INS | Network Operations | Maintain individual customer connectivity | Provide or re-establish network connectivity to a UWAMC data network customer who has lost connectivity | AHD Request (priority 1) | Customer Notification | Re-establish a customer's lost link to the UWAMC network as close to immediately as possible (max: 1 hour). | True | 0 | EA | Annually |
| CIS | | Solaris OS Administration | Install & maintain Solaris operating system on clinical systems. | | | | False | 0 | EA | Annually |
| CIS | | AMCIS Liaison | Regularly meet and discuss issues with HMC CIS team. Assist with needs within AMCIS. | | | | False | 0 | EA | Annually |
| INS | Network Management | 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) | Complete analysis in time frame required by requestor | To provide expert analysis of data traffic flowing on the network, to assist in trouble-shooting or decision making on network, system, or security issues. | True | 0 | EA | Annually |
| INS | Network Connectivity | 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 | Meet Project requirements to implement wireless in given area | Create wireless networks according to project plan, where the benefit of wireless exceeds the additional cost over the cost of wired network. | True | 0 | EA | Annually |
| INS | Network Connectivity | Remote VPN services | Provide secure access to UWAMC networks to remote users using VPN tunnels | AHD Ticket (priority 5) | Customer notification | Provide secure access to UWAMC networks for remote home users and some affiliates | True | 0 | EA | Annually |
| INS | Data Center Services | Web Load Balancing (Hardware) | Provide hardware-based load balancing network infrastructure in Data Centers where required | AHD CR Ticket | Close LB Ticket Request on time | Provide local and/or global load balancing infrastructure using network hardware methods to balance traffic loads on web and other servers | False | 0 | EA | Annually |
| INS | Data Center Services | Establish Data Center Facilities | Design, Spec, and Implement or Lease Data Center facilities. | Project Task/Milestone | Compete Task/Milestone on time | Create or provide Data Center facilities to provide space and connectivity for AMCIS Server systems. | False | 0 | EA | Annually |
| INS | Data Center Services | INS Sanctuary Fault Support | Repair network faults for devices linked and/or related to sanctuary Firewalls, IDS, and other security devices in the Data Centers | On Demand | Repair fault according to INS/SIT established requirements | Maintain network connectivity in working state for all Data Center devices linked in to or associated with Secure Sanctuary setups. | False | 0 | EA | Annually |
| INS | Data Center Services | INS Sanctuary Development Support | Provide INS support for the development of a network infrastructure in Data Centers to support Sanctuaries | Project Task/Milestone | Complete work by Project Task date | Support AMCIS SIT Group by providing network infrastructure in the development of Sanctuaries in Data Centers | False | 0 | EA | Annually |
| INS | INS Facilities | AMCIS Facilities support | Provide design, coordination, and implementation of Electrical (regular & e-power), HVAC, and Carpentry services to support INS infrastructure | Project Task/Milestone | Complete Project Task/Milestone on agreed date | Arrange with Med. Ctrs and/or Campus Facilities depts to provide the Electrical, HVAC, and Carpentry services necessary to build Network and Data Center infrastructure. | False | 0 | EA | Annually |
| INS | Data Center Services | KVM Support Services | Provide remedies to faults in the Keyboard, Video, Mouse (KVM) systems in the Data Centers | AHD CR Ticket | Complete CR according to SLA | Minimize downtime of KVM systems in Data Centers. Maintain KVM systems in working order according to SLA. | False | 0 | EA | Annually |
| INS | INS Facilities | Contract Cable Plant Services | Arrange with external contractors to provide Fiber, Copper, and Wireless cable plant implementation services | Project Task/Milestone | Complete Project Task/Milestone by agreed upon date. | Arrange to procure fiber, copper, and wireless cable plant implementation services from outside contractors to support network and data center infrastructure. | False | 0 | EA | Annually |
| INS | Network Management | Network Topology/Information reports | Provide Network topology and other network related information to other AMCIS groups | AHD CR Ticket | Complete task on agreed upon date. | Provide internal AMCIS groups with network topology and network information to assist the group in achieving their mission or function | False | 0 | EA | Annually |
| INS | Network Management | AMCIS INS - C&C NDC interface | Provide campus Computing and Comunicaitons (C&C), Network Data Communications (NDC) group with Layer 2 AMCIS network data for integration with UW backbone network | Bi-monthly | Provide AMCIS Network data to C&C NDC Bi-monthly | To keep C&C NDC updated as to the design and state of the UWAMC network and how it integrates with the UW Network backbone. | False | 0 | EA | Annually |
| INS | Network Management | Network equipment maintenance | Maintain INS controlled network equipment in optimal performance state, and according to security standards set by SIT. | As needed | Implement firmware and security updates on network equipment in less than or equal to 48 days | | False | 0 | EA | Annually |
| CIS | | Server Hardware Installation & Maintenance | Recommends, purchases, installs, upgrades hardware. Maintains and monitors hardware. | | | | False | 0 | EA | Annually |
| CIS | | Clinical Application Administration | Administer CIS clinical application 24/7. General user access, process configuration, application log watching, backups, etc. Plan disaster recovery. Participate in application team meetings. | | | | False | 0 | EA | Annually |
| CIS | | Consulting | Provide expert knowledge about clinical application for projects or tasks. Participate in infrastructure initiatives. | | | | False | 0 | EA | Annually |
| CIS | | Storage Administration | Provide long term storage for archiving of patient record. Provide redundancy necessary to store current data. Create disaster recovery plan. | | | | False | 0 | EA | Annually |
| CIS | | IRIS to CIS gateway | Provide launch scripts and configuration to start CIS from IRIS / PC-IRIS / and other sources. Maintain workstation security. | | | | False | 0 | EA | Annually |
| SIT | Security Services | IPSec Installation Services | Provide installation and configuration of IPSec between servers. IPSec encrypts at the network level while SSH and SSL encrypts at the application lev | Scheduled | Installation documentation | SIT Goal #11 | False | | | |
| SIT | Customer Service | Vulnerability Assessment | Conduct vulnerability scan to assess for known security exploits. | Scheduled | Vulnerability security assessment | SIT Goal #1 | False | | | |
| SIT | System Administration | Central Logging Service | Provide central service for storing server logs for analysis. | Scheduled | List of centrally logged servers | SIT Goal #9 | False | | | |
| TSO | Database Administration | DBMS Tuning | Modify DBMS installations and configurations to optimize hardware usage, system performance and reliability. | On Demand | Documentation of analysis and remediation plan. | 1) 100% scheduled application availability. 2) Application performance meets or exceeds Service Level Agreement. | False | 50 | Hour | |
| TSO | Database Administration | DBMS Communication | Install and maintain data communication components of the DBMS (e.g., IngresNet, ODBC). | Scheduled | Operation database communication links. | 100% scheduled application availability. | True | | | Baseline |
| TSO | Database Administration | DBMS Security | Protect AMC data assets by securing DBMS installations (file systems, data encryption) and data transport (communications encryption). | Scheduled | Documentation of existing security implementation. | No security intrusions that compromise data or disrupt application access to data. | False | 50 | Hour | |
| TSO | Database Administration | DB Creation | Create new databases in any supported DBMS. | Scheduled | Physical databases. | Timely project completion to user specification. | True | | | Baseline |
| TSO | Monitoring | DB Monitoring | Proactively monitor database performance and optimization (e.g., locks, index overflow, statistics). | Real Time | Notify MCIS staff (help desk, on call) of service distruptions. | 100% scheduled application availability. | False | 10 | EA | Annually |
| TSO | Database Administration | DB Tuning / Maintenance | Modify database objects to optimize query performance, database reliability and accessibility (e.g., table mods and grants). | Scheduled | Scheduled database maintenance activities. | 1) 100% scheduled application availability 2) Application performance meets or exceeds Service Level Agreement. | False | 50 | Hour | |
| TSO | Backup/Restore | DB Backup | Assure the ability to restore any AMC database in a timely manner in the event of software or hardware failure. | Scheduled | Check points on customer specified frequency. | 100% backup success | False | 8 | Gb | Monthly |
| TSO | Backup/Restore | DB Restore | Recover AMC data from backups in a timely manner when original databases are lost. | On Demand | Customer notificaition upon completion. | 100% data recovery in timely manner. | False | 25 | EA | Once |
| TSO | Database Administration | DB Redundancy | Assure access to critical AMC data through redundant databases with rapid and timely failover. | Real Time | Procedures for supporting real time replication, data migration programs, periodic database refreshes and failover. | 100% scheduled application availability. | False | 50 | Hour | |
| TSO | Database Administration | DB Design | Data modeling to design new structures and other database objects. | Scheduled | Relevant data design documentation. | 1) Timely project completion to user specification. 2) Accurate database documentation. | True | | | Baseline |
| TSO | Database Administration | DBMS/DB Production Support | Triage and analysis of problems with DBMS installations and specific databases. | On Demand | Restore database functionality. | 100% scheduled application availability. | True | | | Baseline |
| TSO | Database Administration | DB Content Validity Montoring | Proactive monitoring of data content validity to assure accurate and complete information in AMC databases (e.g., relational integrity, missing codes, source validation). | Real Time | Notify MCIS staff (help desk, on call, customers) of critical validity issues. | 1) No patient are data validity issues unidentified. 2) 100% patient care validity issues resolved in timely manner. 3) Accurate database documentation. | False | 50 | Hour | |
| TSO | Database Administration | DB Content Remediation Projects | Projects correcting systematic data integrity problems (sources include design, interfaces, applications, procedures). | Scheduled | Customer notification. | 1) Timely project completion to user specification. 2) Accurate database documentation. | False | 50 | Hour | |
| TSO | Database Administration | DB Content Conversion | Transfering and converting data between models, databases and installations. | Scheduled | Revised data content. | 1) Timely project completion to user specification. 2) Accurate database documentation. | False | 50 | Hour | |
| TSO | 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 | Resolve isolated cases. | 1) No patient care data validity issues unidentified. 2) 100% patient care data validity issues resolved in a timely manner. 3) Accurate database documentation. | True | | | Baseline |
| TSO | Database Administration | DB Documentation | Develop and disseminate documentation describing existing data models and data content. | Scheduled | Use ERWin as documentation repository for enterprise databases. | 1) Accurate database documentation. 2) Database documentation available on demand to all users (developers and data analysts). | False | 50 | Hour | |
| EUS | System Administration | Image Creation and Maintenance | Maintain standard image for both medical centers | Scheduled | | Match to Balanced Scorecard | False | 100 | Hour | 4-8 hours |
| EUS | Project Management | Purchasing Evaluation & Consultation | Provide consultation and evaluation to AMC users and specifically Materials Management in each medical center | As needed | Approved/rejected PO | | True | | | Baseline |
| EUS | System Administration | Hardware Moves | Move equipment (not furniture).
Disconnect/reconnect PC equipment. | Scheduled | | Match to Balanced Scorecard | True | | | Baseline |
| EUS | User Administration | Account Configurations | Account creation and configuration for permanent AMC employees and for emergency employees. | Scheduled | Correct account set up | Match to Balanced Scorecard | True | 50 | Hour | Baseline |
| EUS | Customer Service | Secured Remote Access | Account generated and user provided with CD and instructions for home installation | Negotiated | | Match to Balanced Scorecard | False | | | |
| EUS | System Administration | Workstation/Laptop new/Install | Installation of standard workstation or laptop | Standard | Installed workstations | Match to Balanced Scorecard | True | 50 | Hour | Baseline |
