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Page Last Modified: Nov 22, 2017


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Service

Server Management

Service Manager
Manager of Enterprise Infrastructure Services
Department
Enterprise Infrastructure Services
Contact

ITS-Enterprise Infrastructure Services, x3393, Frederick.Ullman@fredonia.edu

Service Owner
AVP/CIO - Stephen Rieks
Description

Monitoring and maintenance of servers.

Function 1:  Patching

Function 2:  Monitoring

Function 3:  Migrations

Function 4:  OS installation

Function 5:  Application upgrades

Service Users
Users of this service is not applicable with the exception of the application upgrades.  The application users and the user of that service.
User Services
The successful management of servers is an invaluable service.  Functions which comprises of multiple servers, hardware, interactions and users, monitoring and managing the entire server system is one of the most important responsibilities which properly handled, is priceless.
Business Services
Literally, all departments/units benefits from well maintained and monitored servers.
Technical Services

Give a summary of the back-end services that support this service

Requirements
There are no requirements for using this service.
Rates / Cost of Use
There are no fees associated with using these services.
Getting Started

With the exception of particular software applications, a user does not request this service.  In reference to the “application upgrade” service, the application administrator requests this service.

Availability

With the exception of particular software applications, this service may be automated 24 hours a day, 7 days a week.  Software application upgrades are performed during normal or standard business hours of operation.

Getting Help

All requests for assistance are completed using FredQuest: https://fredquest.fredonia.edu/

SLA Notes


Business Procedures
The business procedure is located with the Primary responsible person on the RACI form and also, see Appendix A.
Change Procedures
Changes to the service (transition, additions, and discontinuations) must be reviewed by TAC and approved by the Service Manager (CIO) and Cabinet.
Assigned Primary Support

Assigned Secondary Support

RACI Chart

Function 1

Name:  Patching

Description:  Load software designed to update a computer program or its supporting data, to fix or improve it.

LevelResponsibleAccountableConsultedInformed 

Primary

Fred Ullman

Fred Ullman


Campus users

Secondary

Scott Grien

Fred Ullman


Campus users

Tertiary





Function 2

Name:  Monitoring

Description:  Watch server activity to ensure performance targets.

Level

Responsible

Accountable

Consulted

Informed

Primary

Scott Grien

Fred Ullman


Campus users

Secondary

Fred Ullman

Fred Ullman


Campus users

Tertiary





Function 3

Name:  Migrations

Description:  Replace or upgrade servers to conduct server maintenance.

Level

Responsible

Accountable

Consulted

Informed

Primary

Scott Grien

Fred Ullman


Campus users

Secondary

Idalia Torres

Fred Ullman


Campus users

Tertiary





Function 4

Name:  OS installation

Description:  Install and upgrade server operating systems.

Level

Responsible

Accountable

Consulted

Informed

Primary

Scott Grien

Fred Ullman


Campus users

Secondary

Fred Ullman

Fred Ullman


Campus users

Tertiary





Function 5

Name:  Application upgrades

Description:  Install software application upgrades.

Level

Responsible

Accountable

Consulted

Informed

Primary

Scott Grien

Fred Ullman

Application administrator

Campus users

Secondary

Fred Ullman

Fred Ullman

Application administrator

Campus users

Tertiary





Date Last Modified

Nov 22, 2017


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