Service

SQL Administration

Service Manager
Michael Gerholdt, Manager of Enterprise Reporting and Development
Department
Enterprise Reporting and Development
Contact
103i Maytum Hall, 716 673-3388, Michael.Gerholdt@fredonia.edu
Service Owner

AVP/CIO - Stephen Rieks

Description

Perform typical SQL Server Administrator (DBA) tasks such as performance monitoring and tuning; login and user security management; backups and restores; moving databases; index defragmentation; log review

Service Users

SQL Server Administration is a background service provided by ITS.

User Services

Creation and installation of databases for locally developed or third-party applications.

Business Services

Work with functional users and third party vendors to determine appropriate installation and configuration needs.

Technical Services


Requirements

Rates / Cost of Use

No fees

Getting Started


Availability
  • Once installed, databases tend to be available 24 hours a day, 7 days a week.
  • Determined by security.
Getting Help

How does a user request assistance for the service? Via FredQuest.

 

Who can ask for certain aspects of assistance?

  • Users do not typically ask for assistance directly with database, but rather with front end applications that interface with a database back end. However, analysis may show that the problem is in the database.

 

Requests for assistance are typically completed using FredQuest:
https://fredquest.fredonia.edu/

SLA Notes

Development or vetting of third party products requires substantial up-front time. Late requests for immediate needs are not advisable as they generally cannot be met successfully or end up being met by inadequately vetted third party products. Depending on the complexity of the business need, advance requests should be in the range of many months for new services.

Modifications to existing services also take analysis as what appears to be simple may indeed not be simple at all. Adequate time is one of the keys to allowing us to provide the right kind of service and meeting the business need.

If there is interruption in service due to server issues, bugs or undetermined factors, attention to such issues will be as soon as priorities allow. The priority level of all sql databases is not equal, so the SLA will be somewhat based on what else is happening at the time and a sense of how critical a particular application is. Generally, responses to problems are speedy.

Business Procedures

Change Procedures

Requests for changes can be made via FredQuest and should allow adequate time for analysis, collaborative discussion and implementation.

 

This would include updates to third party applications when the vendor releases such.

Assigned Primary Support

Assigned Secondary Support

RACI Chart

Who is responsible, accountable, consulted and informed for each function of your service?

 

Function 1

Name: SQL Administration

Description:

LevelResponsibleAccountableConsultedInformed 

Primary

Service Team

Service Manager

Possibly 3rd Party Vendor

CIO

Secondary

Service Manager

Service Manager

Possibly 3rd Party Vendor

CIO

Tertiary

Service Manager

CIO

Possibly 3rd Party Vendor

Provost


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