Server Management SC

Service

Server Management

Service Manager

Manager of Enterprise Infrastructure Services

Department

Enterprise Infrastructure Services

Contact

Location: Thompson Hall, E226

Phone Number: (716) 673-3748

Email: Kevin Bom

All requests for assistance are completed using the Tracker Customer Portal

Service Owner

Chief Information Officer

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.

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.

Level	Responsible	Accountable	Informed
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	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	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	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

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