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Statewide and Agency Retained Datacenter Services
Updated 08/14/2007
This page contains a high level description of scope as defined by the State of Texas for the procurement. The state and the service provider are refining this information to provide an operational level of detail on roles and responsibilities.
For further details on scope, please consult the Agreement Statements of Work Exhibits 2, 2.1, 2.2, 2.3, and 2.7. Additionally, agency staff with questions can contact their IT Director or Customer Representative for copies of the most current Service Responsibility Matrix (SRM).
Statewide Datacenter Services Include:
Mainframe
- Mainframe hardware and operating system installation, support, maintenance
- Mainframe software installation, support, maintenance for specified products/categories (DB2, CICS, IMS, RACF, etc.)
- Mainframe system programming for all in-scope mainframe software
Servers (Production, Test, Development)
- Server hardware and operating system installation, support, maintenance
- Server software installation, support, maintenance for specified products/categories (Oracle, email, DNS, etc.)
- System administration for all in-scope server software
- Remote server administration
- Server support for mobile access devices ( PDA, Blackberry, etc.)
Common Services
- Computer operations and monitoring
- Production control (batch scheduling, job scheduling)
- Storage management (disk, tape)
- Disaster recovery backups and offsite tape storage
- Physical database administration (prod, test, dev)
- Data center print services (printer operations, reports staging for distribution, ordering paper, special forms, etc., inserts and bulk print mailings)
- Facility and environmental support
- Capacity planning
- Disaster recovery planning and testing for all data center services
- Business continuity planning (service provider processes)
- Support center (for in-scope data center services)
- Hardware/software procurement for in-scope services
Security
- Vulnerability/threat/virus support
- Security software installation and maintenance
- Physical security
Process Management
- Incident management, problem management, change management, configuration management, release management
LAN Support and Maintenance in Data Center Facilities
Agency Retained Services Include:
End-User Computing
- Desktop support and maintenance (including desktop software)
- Desktop break-fix
- Desktop anti-virus support and maintenance
- Desktop and non-data center network printers
- Mobile access devices (PDA, Blackberry, etc.)
- Multi-function LAN-attached copier/scanner/fax machines
Network
- LAN support and maintenance
- WAN support and maintenance
- Voice/phone support and maintenance
Common Services
- Help desk (Tier I – all services, Tier II – retained services, Tier III – retained services)
- Technology planning, strategies, and visioning
- Project management
- Disaster recovery planning and testing for all retained services
- Business continuity planning (agency processes)
- Specialized servers (lab, environmental, etc.) – agencies may elect to move these servers into the RFO scope
- Packaged imaging systems (scanners, servers, optical disks, etc.)
Coordination of Data Center Print Services
- Coordinating form changes with business units
- Volume trending
Security
- Data security
- Security design and policy development
- Systems access requests (directory/file, ID creation and removal, determination of access rights)
Logical Database Administration
- All logical DBA functions
- Agency DBAs and developers will retain the authority and access rights to add/change/delete database objects in development and initial test environments
Application Development, Support and Maintenance
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