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					Fort Bend County




                          2008 Strategic Plan
          Information Technology Department




                                   May, 2008
FROM THE DIRECTOR OF INFORMATION TECHNOLOGY


May 13, 2008


The Fort Bend County Commissioner’s Court continues to demonstrate a commitment to
providing information technology leadership for County departments and offices. This vision
manifests itself in a direction that maximizes technology infrastructure and allows individual
departments and offices to focus on core business efforts.

The Strategic Plan presents our direction that maximizes our technology infrastructure and
creates a foundation for continuing shared successes that allow us to satisfy the needs of a
rapidly growing County.

This year our update to the strategic plan presents the roadmap that ensures the reality of this
vision through objectives and strategies that support and involve all County agencies as we focus
on the goals of the Commissioner’s Court.

Continuing the transformation of technology in Fort Bend County is not the responsibility of a
single County department/office; rather it is the shared responsibility of all agencies working
collaboratively to build an enterprise wide infrastructure that supports individual, mission-critical
department/office business processes. The result will be a shared success for all parties involved.

I would like to thank the various County department/office and consultant personnel who
continue to work diligently in providing input and advice into the execution of this plan. Through
this shared vision, responsibility and success, both the employees and taxpayers of this County
will reap countless benefits.



Charles A. Cook
Director of Information Technology
Information Technology Department




2008 Strategic Plan for Information Technology                                             2
                                                           Table of Contents


Executive Summary ............................................................................................................ 4
Goal #1................................................................................................................................ 5
  Forward Plan................................................................................................................... 6
Goal #2................................................................................................................................ 8
  Forward Plan................................................................................................................... 9
Goal #3.............................................................................................................................. 10
  Forward Plan................................................................................................................. 11
Goal #4.............................................................................................................................. 13
  Forward Plan................................................................................................................. 14
Mitigating Risks................................................................................................................ 15
Milestone Achievements................................................................................................... 16
Glossary ............................................................................................................................ 18




2008 Strategic Plan for Information Technology                                                                                         3
                                      Executive Summary
The explosive growth continuing to be experienced by Fort Bend County has signaled a clear
mandate for the County to continue to restructure roles and responsibilities for its investment in
information and communication technology.

We continue to pro-actively assess our situation and develop and modify plans to address any
gaps found in our business processes. Many individuals gave generously of their time and
knowledge to help craft and implement the Information Technology Strategic plan that
emphasizes an enterprise vision to build on shared responsibilities and shared success. This plan
supports leadership’s commitment to ensure that the county’s business needs provide the driving
force behind our technology directions.

As the demand for integrated I.T. and telecom services rise, it becomes abundantly clear that one
of the key ways we will be able to reduce costs is by contracting for bundled services rather than
negotiate each contract separately. Technology advances are also forcing us in this direction as
many are trying to not have so many communication devices that each performs a separate
function. Witness the explosion of the Blackberry and Blackberry like devices that are
combining phone, PDA, email and calendaring services in one device.

There is a marked trend toward broad service agreements that identify service levels and
availability rather than a specific technology brand. Some of the objectives that were kept in
mind as our goals were developed and refined are as follows:

    •   Reduce county costs and eliminate duplication
    •   Safeguard information and technology assets
    •   Drive effective technology contracting
    •   Solve common business problems through shared applications
    •   Promote innovative, cost-effective use of technology
    •   Maximize buying power on commodity technologies and services
    •   Promote shared successes

The foundations for these objectives are presented in the strategic goals that follow. The goals of
the plan are collaboratively worked out through layers of shared responsibility that result in
shared successes.




2008 Strategic Plan for Information Technology                                            4
                                                 Goal #1

Continue implementing the strategic Information Technology (I.T.) direction for Fort Bend
County that serves all departments/offices and business function requirements of County
government.



The I.T. Leadership Team recognizes the need for consistency and accountability by all
departments, and recommends that the County continues with the implementation of a Strategic
Information Technology Plan that establishes the technology direction for the County. The
Strategic Information Technology Plan specifies the technology components (e.g.,
standardization of software and hardware products, security policies, disaster recovery plans,
etc.) that are essential for County departments/offices to meet their dynamic business objectives
and provide needed services to the community. The plan is a living document that provides
strategic direction to Commissioners Court as it makes decisions related to I.T., and provides a
method by which the community can observe how the taxpayer dollars earmarked for I.T. are
being allocated.

Additionally, we realize that a major challenge for any I.T. organization is to understand
business function requirements, and supply each department with the tools they need to enable
employees to be the best at serving their customers, deliver information and services to citizens,
and increase the productivity of government. We recognize the need to gain more knowledge of
our customers’ business functions, and work with them to find technology solutions for their
business issues.

As we continue to unify information and communication technology operations, skills in project
management, systems integration and business processes will become key to the success and
alignment with our customers’ core missions.




2008 Strategic Plan for Information Technology                                           5
                                      Forward Plan
A. I.T. Leadership Team has completed the creation of an I.T. strategic plan, as well as
   continues to perform an annual review and update of the strategic plan that adjusts to the
   inevitable changes in Fort Bend County.

     Actions                                                      Estimated
                                                                  Completion Date
     Communicate and gain acceptance from Commissioners Court for Ongoing – Annual
     continuing the implementation of the I.T. strategic plan.    updates

     Communicate our forward plan to the I.T. staff.                   Ongoing -
                                                                       Quarterly
     Perform an annual review and update of the I.T. strategic plan.   Ongoing – Annual
                                                                       updates


B. Demonstrate a stronger commitment to understanding the business processes of the various
   County departments/offices.

     Actions                                                         Estimated
                                                                     Completion Date
     Continue membership on the business unit steering teams.        Ongoing
     Meet with department heads/elected officials to foster improved Ongoing
     communication and discuss technology-related issues, services
     and projects.
     Coordinate the assessment of the integrated document Pending
     management requirements of all departments. Re-establish the
     Focus group formed to develop a preliminary forward plan with
     participating departments.
     Document technology infrastructure requirement standards for July 2008
     county facility renovations and new buildings.




2008 Strategic Plan for Information Technology                                      6
C. Review and validate our service areas, and focus on the areas in which we need to enhance
   our services.

     Actions                                                          Estimated
                                                                      Completion Date
     Assess I.T. customer satisfaction survey results to determine Ongoing
     where improvements are needed.
     Continue aligning the skills and responsibilities of the I.T. Ongoing
     workforce for effective technology planning and service.
     Elevate the technology literacy of county employees by providing Ongoing
     technology-related articles/information via the County Wide Web
     (CWW).
     Provide adequate backup personnel to support all systems, Ongoing
     applications and services.


D. Develop and manage detailed project work plans by defining a methodology, processes,
   procedures and standards that will ensure greater accountability toward I.T. project success
   and overall I.T. work flow.

     Actions                                                              Estimated
                                                                          Completion Date
     Provide a project initiation document and functional requirements September 2008
     for a real time, online service for I.T. customers to submit and
     track requests for services.
     Adhere to established project management methodology to be Ongoing
     used with designated I.T. projects, and continue training our staff,
     customers and vendors in this process.
     Provide continuous communication with our funding authority and Ongoing
     customers to explain the scope and justification for any new
     procedures, as well as the importance of their involvement to
     assure our shared successes.
     Strictly adhere to the procedures defined and accepted for the Ongoing
     county to support a software evaluation process. Also ensure that
     both customers and vendors are aware of this process.




2008 Strategic Plan for Information Technology                                        7
                                                 Goal #2

Evaluate information services provided by Fort Bend County departments/offices to
determine the specific savings associated with integrating Information Technology (I.T.)
efforts for the county. Leverage the technology resources utilized throughout all County
departments/offices and promote participation with external entities to increase Fort Bend
County’s I.T. capabilities.


The I.T. Leadership Team will continue the evaluation of information services for Fort Bend
County government utilizing previous as well as continuing I.T. studies as a foundation. The
process of adequate planning is the most critical element in the development of the I.T.
infrastructure to determine the specific areas of savings by consolidating and leveraging services.
The I.T. Leadership Team expects that gains can be achieved in networking, telecommunication
carrier consolidation, technology procurement, staffing, training, and support. Evolving the
technology process with documented procedures and policies will create a working environment
that can increase I.T. capabilities while maintaining and/or reducing budget requirements. The
evaluations will be conducted objectively, with clearly stated goals and methodologies, and will
involve collaboration with all relevant departments/offices.

There are areas in particular that are decentralized from the I.T. department. With proper
technology planning, these areas can better leverage the technology with coordinated purchases,
which reduces duplicated efforts and non-integrated systems. The consensus objective is to
improve communications and buy-in among stakeholders, along with developing a clear picture
of technology needs and improve the county’s ability to secure appropriate funding and
resources.




2008 Strategic Plan for Information Technology                                            8
                                      Forward Plan
A. Organize the appropriate internal participation from the various County departments/offices,
   which rely on I.T. services.

     Actions                                                      Estimated
                                                                  Completion Date
     Continue to improve the utilization of non-I.T. department Ongoing
     resources that result in specific savings by integrating and
     leveraging I.T. efforts.


B. Continue to stay apprised of external organizations regarding technology initiatives (local
   and state agencies, public and private sector).

     Actions                                                            Estimated
                                                                        Completion Date
     Leverage and increase our knowledge from internal and external Ongoing
     sources such as the CUC, DIR, CIRA or collaborative efforts
     within Fort Bend County. Examples include, the Integrated Justice
     System (Project Rawhide) and the Finance and Human Capital
     ERP System (Project Renaissance) that went live last year.
     Expand government-to-government business opportunities to Ongoing
     involve and interact with other agencies in exchanging and passing
     critical data information. Examples include: Texas On-line,
     Attorney General, and DPS.


C. Determine and establish enterprise I.T. standards and policies to be adopted by
   Commissioners Court.

     Actions                                                    Estimated
                                                                Completion Date
     Implement countywide standards for the procurement and Ongoing
     utilization of information technology resources.
     Create and/or revise documented standards and policies. Ongoing
     Communicate with Commissioners Court and gain adoption of
     new/revised standards and policies.
     Make all standards, policies, and procedures appropriately Ongoing
     accessible to all county staff.




2008 Strategic Plan for Information Technology                                         9
                                                 Goal #3

Provide an integrated, sustainable and secure infrastructure that restricts access where
appropriate and is governed through revisions of the computer policies approved by
Commissioner’s Court.



We maintain a consistently high level of security and integrity for the information technology
resources we support. Through revised/new policies presented to and adopted by the
Commissioners Court, we can ensure everyone is aware of the expectations for utilizing the
County information technology resources (e.g., use of Internet). With the support of the
Commissioners Court as well as the business leaders (stakeholders) of the County departments,
we will continue to enhance the security and integrity of the core information technologies
utilized by all County departments. Fort Bend County I.T. promotes sophisticated pro-active
procedures including firewalls, intrusion detection, virus protection, and filtering. It is the
direction of Fort Bend County I.T. to provide open and secure access, encourage seamless
network management, and use scalable solutions to accommodate growth on demand and be
adaptable to new applications and opportunities.




2008 Strategic Plan for Information Technology                                       10
                                      Forward Plan
A. Extend a sustainable and secure infrastructure by analyzing the current environment on an
   ongoing basis against emerging issues that generate new challenges to supporting the county
   infrastructure.

     Actions                                                              Estimated
                                                                          Completion Date
     Perform continuous assessment and review of the county Ongoing
     infrastructure for future planning. (Voice, data, storage, switches,
     servers, desktops, phones, video, etc.)
     Research and identify the need for implementing Identity December 2008
     Management.
     Provide a project initiation document for workstation patch September 2008
     management to maintain operating systems at appropriate release
     levels. Ensure that this process is constantly updated to meet the
     dynamic demands of the I.T. environment.
     Identify specific costs associated with updating county In progress
     ATM/Frame Relay network (data circuits).


B. Continue enhancing the I.T. Disaster Recovery Plan and coordinate future business
   continuity plans with other departments.

     Actions                                                             Estimated
                                                                         Completion Date
     Investigate the feasibility and options for securing an alternative Ongoing
     computer site outside the Houston area to provide disaster
     recovery capabilities for FBC.
     Develop and implement an I.T. Vendor report card.                   December 2008

     Establish vendor Service Level Agreements (SLAs), escalation            Ongoing
     procedures and critical incident response priorities.
     Monitor and test our Disaster Recovery Plans that provide               Ongoing – Test
     application and system priorities; specify procedures, roles and        annually
     responsibilities; guidelines for updating the plan and guidelines for
     testing the plan.
     Monitor, review and enhance, as necessary, the server backup            Ongoing
     processes to ensure maximum reliability and minimum downtime.
     Participate in County-wide disaster recovery and business               Ongoing
     continuity exercises and planning.




2008 Strategic Plan for Information Technology                                          11
C. Establish, execute, and maintain a comprehensive information protection plan for voice and
   data networks, databases, and sensitive information to protect from intrusion and misuse,
   including the physical layout of I.T.

     Actions                                                           Estimated
                                                                       Completion Date
     Implement an intrusion prevention system to prevent from external September 2008
     and internal security threats.
     Implement a Network Auditing Solution to track all network August 2009
     changes across the enterprise.
     Present for adoption by Commissioner’s Court an enhancement to December 2008
     our electronic systems policy that includes a mobile device
     component.
     Develop floor plans and associated security requirements for the December 2008
     Jane Long Annex remodeling and secure the I.T. data center.




2008 Strategic Plan for Information Technology                                       12
                                                 Goal #4

Align I.T. with the short and long-range plans, strategies and procedures of the County’s
departments/offices, as well as the County goals and objectives.



In an effort to capitalize on the county’s past and future I.T. investments, I.T. will optimally
allocate resources and establish priorities based on business needs. Create an environment that
encourages continuous improvement, innovation and communication in County operations. This
approach promotes integrated decision-making between the business and I.T. partners, resulting
in valued partnerships, and streamlines the I.T. investment process.




2008 Strategic Plan for Information Technology                                        13
                                      Forward Plan
A. Communicate with representatives from each department/office to identify I.T. related
   projects that will address their respective short/long range business plans.

     Actions                                                              Estimated
                                                                          Completion Date
     Steering committees identify I.T. projects and gap resolutions based Ongoing
     on their business requirements. Projects to be prioritized by the
     respective steering teams with input from the I.T. leadership team.
     Meet with representatives from departments/offices not currently Ongoing
     represented on the steering teams to enlist their involvement and
     determine their I.T. needs.
     I.T. will enforce the approved work management process in Ongoing
     reviewing and prioritizing projects.
     Continue to deploy the web content management system training to Ongoing
     additional County departments/offices so they can perform website
     maintenance on-line for their departments. Also implement web
     content management for the CWW site.                                 March 2009
     Implement accessibility features on the external County website to December 2008
     provide enhanced availability to all citizens. Examples: Spanish
     language translation and speech-enabled software to read website
     content aloud.


B. I.T. will promote fiscally responsible recommendations for all County I.T. expenditures.

     Actions                                                          Estimated
                                                                      Completion Date
     Adhere to the process for reviewing I.T. contracts to ensure the Ongoing
     County is receiving the best value for its expenditures.
     Develop and implement an I.T. Vendor report card.                December 2008




2008 Strategic Plan for Information Technology                                        14
                                         Mitigating Risks
This plan describes a shared vision to maximize the value of technology investments to best
serve all Fort Bend County departments/offices. Furthermore, it presents a model of interaction
that spans infrastructure, collaboration, and department/office core missions. Fulfilling this
vision will result in an adaptable, more cost-effective enterprise that supports mission critical
business processes.

However in order for us to minimize the risk of failure, we need to keep in mind the potential
risk areas. The key areas to consider are listed below:

    •   New statutory requirements that impact the strategic vision
    •   Financial constraints
    •   Physical plant constraints
    •   Qualified technology personnel (employee retention & recruiting)
    •   Maximizing the value of the data center
    •   Security (physical, cyber and county asset)
    •   Network infrastructure
    •   Shared applications
    •   Project delivery
    •   Collaboration among departments
    •   Insufficient engagement of the stakeholders of various county department/offices
    •   Increasing service to citizens
    •   Ever changing technology
    •   I.T. culture changes, moving from a technical focus to a blend of relationship,
        partnership, business and technical expertise in key individuals




2008 Strategic Plan for Information Technology                                         15
                                  Milestone Achievements
Over the course of the past year, numerous key projects were completed. These projects
provided enhanced functionality for numerous County departments/offices, as well as improved
the efficiency of I.T. service offerings. Some of the key achievements are as follows:


    •   Charles Gray with CUC announced that Fort Bend County has been identified as a
        National Showcase account for Texas by Tyler Technologies. In addition, Tyler
        recognized Fort Bend County’s initiative as an exemplary project and will be using Fort
        Bend County’s Odyssey configuration as the Texas Standard.
    •   The I.T. department was asked to spearhead the support of the technology components of
        the primary election.
    •   I.T. placed two Technical Support Specialists – one at the OEM and one at the Sheriff’s
        Office – for cross-training and integrated support.
    •   Started attending the Library Technology staff meetings to enhance our collaborative
        efforts.
    •   Continued working with various counties to share implementation of Fort Bend County’s
        best practices and share information.
    •   Implemented a new, Human Resources approved, performance appraisal system.
    •   Implemented the GeoTrends module for WebTrends to provide geographical statistics.
    •   Installed a new diesel generator for the Jane Long Annex.
    •   Installed Microsoft Office 2003 on 93 computers for use with the Tyler Odyssey
        software.
    •   Installed Microsoft Office 2003 and/or Microsoft Add-Ons onto 53 existing computers
        for Lawson users.
    •   Installed 20 new computers for Lawson users.
    •   Installed new e-mail server and created over 800 new e-mail accounts for use with
        Lawson.
    •   Installed Virtual Private Network (VPN) for Tyler technical staff working remotely.
    •   Extended the Project Room wireless network to various conference rooms in the
        Rosenberg Annex.
    •   Obtained results from an eGovernment study conducted by the National Policy Research
        Council which listed Fort Bend County ranked at #99 out of 202 large (population over
        250,000) county websites evaluated.
    •   Implemented a new, in-house developed Constable Service Tracking system for all four
        constables.
    •   Assisted with moving Constable #3 and JP #3 to the Emily Court building.
    •   Implemented a new Indigent Defense application which was created in-house.
    •   Implemented the new County Wide Web (CWW) site which replaced the Intranet.
    •   Implemented an inquiry-only application on the County website for Engineering GPS
        Monument data.
    •   Installed and configured the SQL Server database product for use with in-house
        application development.
    •   Provided County website analysis and statistics on the I.T. page of the CWW.
    •   Completed the Groupwise version 7 upgrade deployment.

2008 Strategic Plan for Information Technology                                       16
    •   Renegotiated contracts with Manatron, Inc. (formerly contracts with Hart Intercivic).
    •   Installed a new server for the Extension office.
    •   Modified the current adult criminal history upload process for a faster data transfer
        between the DPS and Fort Bend County.
    •   Developed a software application to provide pertinent data regarding I.T. application and
        server inventory and other useful information.
    •   Implemented the Tyler Technologies Odyssey software for Probate/Mental Health case
        management, as part of the County-wide Judicial System implementation, on October 29,
        2007. (Project Rawhide)
    •   Implemented new Financial & Human Capital system – Lawson software – on December
        3, 2007. (Project Renaissance)
    •   Completed the installation of two new web servers at OEM for use with the GER911
        software.
    •   Assisted the Library with installing a kiosk (“e-Branch”) at the Emily Court building.
    •   Implemented a new server for the County website.
    •   Implemented 2007 legislative fee changes for the County Clerk Misdemeanor system.
    •   Installed new Elections servers.




2008 Strategic Plan for Information Technology                                         17
                                                 Glossary
                                   (Frequently used I.T. terminology)

 Best Practice            A term used to describe generally agreed upon processes, derived from
                          experienced industry experts, which should be undertaken when deploying
                          projects in order to minimize potential failure. In software development, a best
                          practice is a well-defined method that contributes to a successful step in product
                          development.

 Change Control           This is a formal process used to ensure a product, service or process is only
                          modified in line with a necessary business requirements. It is particularly related
                          to the area of software development. It has been found that many changes were
                          introduced to software that had no obvious requirement that satisfied a business
                          need. Quite often these unnecessary changes introduced bugs (failures)
                          necessitating further change.

 Change                   Change management is a systematic approach to dealing with change, both from
 Management               the perspective of an organization and on the individual level. For an
                          organization, change management means defining and implementing procedures
                          and/or technologies to deal with changes in the business environment and to
                          profit from changing opportunities. Change management differs from change
                          control as its focus is on changing organizational behavior.

 CIRA                     County Information Resources Agency – an interlocal government agency
                          created within the Texas Association of Counties. The purpose of the Agency is
                          to provide central, cooperative and coordinated assistance and services to
                          members in all matters relating to information resources and technologies.

 CUC                      Conference of Urban Counties – The Texas Conference of Urban Counties is a
                          non-profit organization composed of 34 member counties. Member counties
                          represent nearly 80% of the population of Texas. The CUC supports and
                          coordinates communications among member counties, studies policies and
                          programs of the State of Texas that affect urban counties, advocates county
                          issues, primarily at the state level, and provides training and education programs
                          appropriate for urban county officials.

 Cyber Security           The branch of security that protects data and information against unauthorized
                          disclosure, transfer, modification, or destruction, whether accidental or
                          intentional.

 Data Center              A centrally managed computing facility that houses servers or mainframe(s) and
                          storage devices to serve as a centralized processing center. Typically, such a
                          facility is constructed or modified with separate climate controls and electrical
                          connections that are adequate to support the computing environment.




2008 Strategic Plan for Information Technology                                                  18
 DIR                      Department of Information Resources – a department established by the State
                          Legislature to coordinate and direct the use of information resources technologies
                          by state agencies and provide the most cost-effective and useful retrieval and
                          exchange of information within and among state agencies, and to Texas residents
                          and their elected representatives.

 Disaster Recovery        Services usually provided by a third party that include developing advance
 Services                 arrangements and procedures to enable an organization to either maintain or
                          quickly resume mission critical functions within a specified time frame,
                          minimizing loss to the organization


 Document                 The management of electronic files, graphics, images, and other data types used
 Management               in document creation. A single document's files may contain text, charts, voice
                          and video clips, process steps, fonts, and more.

 ERP                      Enterprise Resource Planning, An I.T. industry term for a broad set of
                          applications or information systems designed to bind more closely a variety of
                          company functions including human resources, inventories and financials while
                          simultaneously linking the company to customers/employee and vendor
                          information. These systems are notoriously complex, and installing the software
                          often forces end-users to change their internal processes.

 Gap                      Usually references a problem area, incompleteness, or an issue that requires
                          attention/resolution. Sometimes referenced as "the space between where we are
                          and where we want to be.”

 Geographic               A system of computer hardware, software, and procedures used to store and
 Information System       manipulate electronic maps and related data to solve complex planning and
 (GIS)                    management problems.

 Identity                 Identity management (ID management) is a broad administrative area that deals
 Management               with identifying individuals in a system (such as a network, or an enterprise) and
                          controlling their access to resources within that system by associating user rights
                          and restrictions with the established identity. The driver licensing system is a
                          simple example of identity management: drivers are identified by their license
                          numbers, and user specifications (such as "can not drive after dark") are linked to
                          the identifying number.

 Interactive Voice        A computerized system that allows a person to select an option from a voice
 Response (IVR)           menu and interact with a computer system. Generally, the system plays pre-
                          recorded voice prompts to which the person presses a number on a telephone
                          keypad to select an option or speaks simple answers such as “yes,” “no,” or a
                          number.




2008 Strategic Plan for Information Technology                                                  19
 Internet                 The Internet is a worldwide, publicly accessible series of interconnected
                          computer networks that transmit data using the standard Internet Protocol (IP). It
                          is a "network of networks" that consists of millions of smaller domestic,
                          academic, business, and government networks, which together carry various
                          information and services, such as electronic mail, online chat, file transfer, and
                          the interlinked web pages and other resources of the World Wide Web (WWW).
 Intranet                 A network internal to an enterprise that uses Internet technology and protocols. It
                          is not necessarily connected to the Internet and is commonly secured from it
                          using firewalls. Intranets are often used by companies for informational purposes,
                          such as distributing internal announcements or displaying job postings, internal
                          directories and organizational charts.
 Intrusion Detection      Software and/or hardware that detects and log inappropriate, incorrect, or
 System (IDS)             anomalous activity on a network and that identify suspicious patterns that may
                          indicate an attack from someone attempting to break into or compromise a
                          system.
 Patch Management         Patch management is an area of systems management that involves acquiring,
                          testing, and installing multiple patches (code changes) to an administered
                          computer system. Patch management tasks include: maintaining current
                          knowledge of available patches, deciding what patches are appropriate for
                          particular systems, ensuring that patches are installed properly, testing systems
                          after installation, and documenting all associated procedures, such as specific
                          configurations required.

 Quality of Service       The concept of applying and ensuring specific, quantifiable performance levels
                          on a shared network.

 Service-Oriented         A collection of self-contained services that communicate with each other by
 Architecture (SOA)       passing data or coordinating activity among two or more services.

 Software                 The process used to develop an information system, including requirements,
 Development Life         validation, training, and user ownership through investigation, analysis, design,
 Cycle (SDLC)             implementation, and maintenance. Also known as Systems Development Life
                          Cycle
 Spyware                  A broad category of malicious software intended to intercept or take partial
                          control of a computer's operation without the user's informed consent for the
                          benefit of a third party.
 Verification and         A process employing a variety of software engineering methods, techniques, and
 Validation               tools for evaluating the correctness and quality of a software product throughout
                          its life cycle.
 Virtual Private          A data network that uses the public communications infrastructure, but maintains
 Network (VPN)            privacy by using special communications protocols and security procedures.

 Voice over Internet      A technology used to transmit voice over a data network using the Internet.
 Protocol (VoIP)




2008 Strategic Plan for Information Technology                                                  20

				
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