SERVER CONSOLIDATION & HOSTING SERVICES SURVEY AGENCY: CONTACT NAME: CONTACT PHONE NUMBER: DATE PREPARED:
This survey pertains to the support of all agency servers located within agency offices and/or managed by agency staff and contractors.
1. Total Full Time Equivalents (FTE)
Provide the number of Full Time Equivalents for IT staff, Non-IT staff, and contractors that perform support services in the following capacities: Anti-Virus Administration Application Management Backup Management Cabling Configuration Change Management Contractor Management Disaster Recovery Database Administration Directory Services Firewall Management Hardware Installation Network Administration Software Implementation Storage Management Troubleshooting and Problem File & Print Other: _________________________ Other: _________________________ Other: _________________________ Central Agency Server Farm(s) non-Data Powerhouse IT Non-IT Contractor Central Agency Server Farm(s) De-centralized Agency Locations Data Powerhouse IT Non-IT Contractor IT Non-IT Contractor Comments
2. Total Devices
Provide the total number of servers supported Directory Servers Database Servers Disaster Recovery Application Servers Web Servers File & Print Servers Firewalls & Security Related Appliances Other: _________________________ Other: _________________________ Provide the number/capacity of storage devices supported Quantity Capacity Central Agency Server Farm(s) non-Data Powerhouse Wintel Unix AIX Other Central Agency Server Farm(s) Data Powerhouse Wintel Unix AIX Other De-centralized Agency Servers Wintel Unix AIX Other Comments
Tape
SAN
NAS/Other
Tape
SAN
NAS/Other
Tape
SAN
NAS/Other
3. Total Sites
Provide the total number of sites at which servers are located Server Farm Production Servers Server Farm Back-Up Servers De-Centralized Servers Comments
4. Contractor Yearly Cost
Provide the yearly contracted cost for the FTE's in number 1. Server Farm Sites Server Farm Back Up Sites De-centralized Sites Yearly Cost Comments
5 Contract Support Services
This section pertains to the Services options your Agency typically receives as part of a server hardware purchase. Installation Services - Specify which, if any, services are typically used by your Agency. (Example: unpackaging, placement, connection, initialization of the new servers, all of the services). If not selected, specify under FTE Support who performs these services. Software Load Service - Specify any vendor-performed on-site or custom factory installation services. If not selected, specify under FTE Support who performs these services. Dell Support FTE Support Comments
6. Remote Control
Does your Agency use remote control to perform server support and monitoring? If yes, what software is used? Software Used Purpose Comments
7. Configuration Diagrams
Attach graphic configuration diagrams representing any server farms or clusters of servers. If diagrams are available, include a description of the infrastructure at each server farm and de-centralized location.
8. Additional Comment Area
IT SERVICE DESK SUPPORT SURVEY AGENCY: CONTACT NAME: CONTACT PHONE NUMBER: DATE PREPARED: ***** Note: When answering the survey, please take into account answers already provided in the IT Regional Support and IT Server Consolidation Survey responses so as to eliminate duplication and annotate any differences.
1. Total Full Time Equivalents (FTE)
Statewide Provide the number of Full Time Equivalents for IT staff, Non-IT staff, and contractors that perform support services. Call Center IT Service Desk Application Service Desk Other IT Non-IT Contractor IT Central Office Non-IT Contractor IT Regional Offices Non-IT Contractor Comments
2. Contracted Staff
Provide a breakdown of contracted staff for the FTE's in number 1 by type of contract. (ITQ, CAI, Emergency Services, RFP etc) and explain reasons. Call Center IT Service Desk Application Service Desk Other Statewide ITQ CAI Other ITQ Central Office CAI Other ITQ Regional Offices CAI Other Comments
3. Total Users
Provide the total number of users supported by the FTE's in number 1. Commonwealth Employee Political Subdivision Citizens Statewide Central Office Regional Offices Other Comments
4. Total Sites
Provide the total number of sites supported by the FTE's in number 1. Statewide Central Office Regional Offices Other Comments
5. Contractor Yearly Cost
Provide the yearly contracted cost for the FTE's in number 1 by contract type for: Call Center IT Service Desk Application Service Desk Other Total Yearly Cost Comments ($$$ by CAI, ITQ, Other type)
6. Monthly Call Statistics
Avg number inbound calls Avg number outbound calls Avg number calls per FTE Avg number tickets generated Avg number tickets per FTE Level One Resolution Rate Level Two Resolution Rate (If available)
7. Call Analysis by Category Type Item (CTI)
CTI Password Reset/Unlock CWOPA RAC-F Agency Ap Other Ap Month Avg Comments
Desktop/Notebook Support Printer Support Application Support (top 3)
Software Support (top 3)
1 st 2 nd 3 rd 1 st 2 nd 3 rd E-mail NET Other
Security
8. Call Center / Help Desk Services
This section pertains to the Call Center , Help Desk and Current ITQ for Help Desk Services. Does your Call Center do call resolution or only act as a Ticketing Agent ? Do you provide password reset in-house , outsource or use some automated solution? Does your Call Center/Help Desk support non-IT services? If so, Explain. If your agency uses contractors describe the various duties they perform and any limitations or work rules you have for confidential data etc.? Do you have written Escalation/Support Policies for Service Desk related to Problem, Incident, Change and/or Asset Management ? If so attach to survey and describe here. Do you have an Asset Management , Change Management or other related Help Desk applications? Do you use SLA or Key Performance Indicators to monitor Help Desk performance? Describe your monitoring of employees & contractors. Do you use Remedy as your Help Desk Application? If so what version and number licenses etc . If no what do you use? What levels of support do you provide within your current environment ? (Level1,2,3, other?) Describe you support environment. Yes, No, Explanation Comments
9. Device Support
This section pertains to device support. List the type of support the FTE's listed in number 1 perform and the customers they served. Customer example: Commonwealth employees, County employees, business partners, etc. Desktop/Notebook Support Examples: device replacement; device moves, adds, and changes; imaging, software upgrades, connectivity Printer Support - Examples: device replacement; device moves, adds, and changes; driver setup, connectivity Server Support - Examples: deployment, connectivity, software upgrades Router/Switch Support - Examples: device replacement; connectivity, problem calls Type Customers Comments
10. Remote Control
If your Agency used remote control to perform desktop and server support - specify the Software Used SMS for Example. Provide a monthly average of Help Desk calls successfully handled using remote control vs. dispatching a technician. Software Used
Desktop Desktop Resolved Resolved by Remotely Technician Server Resolved Remotely Server Resolved by Technician
Comments
11. Statewide Regional Graphic Diagram
Provide a Statewide Regional graphic diagram representing your areas of support with your response to this survey. If no graphic diagram is available, include information that depicts how your regions of support are divided.
12. Additional Comment Area