IIS Administration SC

Service

IIS Administration

Service Manager

Michael Gerholdt, Manager of Enterprise Reporting and Development

Department

Contact

Service Owner

Description

• Our locally supported web sites are provided via Microsoft Servers using Internet Information Services (IIS). We provide static html web pages or dynamic pages via ASP.NET. Some legacy asp applications are still being supported (CoolQuery, COS and some other small utilities.) All new development is done in ASP.NET.
• IIS provides various types of security, application isolation, virtual directory naming
• We use IIS for locally developed applications and purposes, for our main college website (now in transition to an off-campus hosted Drupal environment), for intranet purposes, and for numerous third-party applications to meet business needs of various departments on campus.

Service Users

IIS web sites provide general content to the world (unsecured) and specific content to identified groups of users via authentication methods.

User Services

• Locally developed applications can be developed to meet a broad range of business needs. In most cases, the web application will interact with an SQL Server database back end.
• Third-party applications which have been vetted and approved for use on campus to meet departmental business needs can be installed with varying levels of vendor support. Generally, most of these applications will also have an SQL Server database back end.

Business Services

• Assist in analyzing business needs
• Assist in determining whether third-party application or locally developed is best way to meet needs
• If third party application is determined to be the solution, then assist in reviewing various options with an eye to meeting business needs, ensuring that specifications match our server environment, and determining whether vendors security practices are in synch with our own.
• If locally developed application is determined to be the solution, follow typical procedures to identify requirements and provide a secure, robust, scalable and extensible application that meets the need.
• Any and all of these services require interacting with those who identify the business need and those who will be users of the product.

Technical Services

• Install web applications on web server
• Configure web applications appropriately to meet security needs.
• Review various logs (web, event, system particularly; sql if there is that component) to determine areas in need of attention
• Work with Infrastructure team which administers servers and obtains certificates

Requirements

Microsoft Server with IIS installed and latest .NET frameworks and patches.

Rates / Cost of Use

No fees

Getting Started

When departments identify business needs which require some sort of application interface, they should reach out to ITS and the Development team to identify whether this should be met via web application or desktop application, third party or locally developed tool. General conversations up front with help us to move in the right direction.

Availability

• Once installed, web applications tend to be available 24 hours a day, 7 days a week.
• Some applications can be limited to a range of IP addresses or not available off-campus as business security needs determine.

Getting Help

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

Who can ask for certain aspects of assistance?

• Anyone having difficulties viewing any web page
• Anyone having difficulties accessing a web application (though some questions should go first to the owner of the application, who then reaches out to ITS Service Center or directly to Development team)
• Any departmental liaison regarding a web application for their department

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 web applications 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: IIS Management

Description:

Function 2

Name: Development

Description: Development of Web and/or Web/SQL Server applications

Function 3

Name: End User First-tier Support

Description:

Date Last Modified

Status