Mainframe complete service offering

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					COMMONWEALTH OF MASSACHUSETTS
      E XE C U T I V E O F F I C E O F A D M I N I S T R A T I O N A N D F I N A N C E
                  INFORMATION TE CHNOLOGY DIVISION




        ITD Services Definition
                               Mainframe
ITD Services Definition - Mainframe                                                                                     27-Jun-10



Table of Contents
1.         INTRODUCTION .......................................................................................................................................... 3
     1.1      PURPOSE & SCOPE ..................................................................................................................................... 3
     1.2      DOCUMENT OWNERSHIP .............................................................................................................................. 3
2.         SERVICE OFFERINGS ................................................................................................................................ 4
     2.1      DESCRIPTION OF SERVICE ........................................................................................................................... 4
     2.2      SUPPORTED VERSIONS OF SERVICE COMPONENTS....................................................................................... 5
     2.3      SERVICE TARGETS ...................................................................................................................................... 6
     2.4      SERVICE REPORTING................................................................................................................................... 7
     2.5      SERVICE REQUESTS .................................................................................................................................... 7
3.         CUSTOMER VS ITD RESPONSIBILITIES .................................................................................................. 8
     3.1      SUMMARY CUSTOMER RESPONSIBILITIES ..................................................................................................... 8
     3.2      DETAIL CUSTOMER VS. ITD RESPONSIBILITIES............................................................................................. 8
4.         CHARGEBACK RATE INFORMATION .................................................................................................... 10




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ITD Services Definition - Mainframe                                             27-Jun-10




1.      Introduction


1.1     Purpose & Scope
The purpose of this document is to describe ITD’s Service offering for Mainframe Hosting Services.



1.2     Document Ownership
This document is owned by the Product Manager for Mainframe:
Larry Talieri
Larry.Talieri@state.ma.us
Mainframe Hosting Services


This document is reviewed and approved by the Line of Business Director for Hosting Services:
Del Dickinson
Del.Dickinson@state.ma.us
ITD Hosting Services




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ITD Services Definition - Mainframe                                                27-Jun-10




2.        Service Offerings

2.1       Description of Service
The Information Technology Division provides reliable and secure centrally managed Mainframe hosting
services for Commonweatlh of Massachusetts applications

This service includes:

Facilities Management

         Physical security, cooling, environment and redundant power
         Secured customer access is available during service hours

System Engineering

         Vendor installation of hardware and ITD installation of system software in accordance with best
          practices and Commonwealth of Massachusetts IT Technology and Security Policies.
         Evaluate and/or recommend hardware and software enhancements
         Upgrades of service components

System Maintenance

         Administration and maintenance of Mainframe LPARS to ensure that each LPAR is reliable, and is
          available during the defined target availability hours
         Utilization of vendor software services for maintaining LPAR at recommended level following standard
          change management procedures
         Maintain current inventory/asset information and support history for each LPAR
         Standard capacity and performance analysis reporting capabilities to be used by ITD staff which may be
          made available to customers
         System programmer participation as needed in ongoing customer service delivery reviews (coordinated
          by ITD Service Account Managers)
         Assistance in provision of diagnostic information to assist with customer application support needs

Routine Software Audit Services

         Software vendors who conduct business with the Commonwealth of Massachusetts contractually
          reserve the right to conduct periodic software audits on ITD managed hosts. ITD will collaborate with
          our customers and their vendors to complete audits for which the customer does not have the
          appropriate access to conduct the audit independently. These audits are executed to confirm
          compliance based on terms of software license agreements ITD and/or its customers have with these
          software vendors.

Systems Support & Monitoring

             Monitor and resolve technical issues for all LPARS
             Respond to incidents based on severity levels
             Respond to unscheduled service outages in a timely manner
             Provide diagnostic information to assist with customer application support needs
             Repair or replace failing hardware components

Disaster Recovery




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ITD Services Definition - Mainframe                                              27-Jun-10


      In the event of a catastrophic failure (system or site) the Mainframe Hosting Service will provide the
      following:

         System recovery time objective of 48 hours
         Recovery point objective of failure date minus one day



2.2   Supported Versions of Service Components

      ITD Mainframe services group is responsible for the installation, upgrade and patching for all systems
      software listed below. In addition, ITD works with our customers to resolve any issues they may
      experience with the systems software (e.g. “bugs”). Customers are responsible for management and
      progression from test and development to production for all source code related to their application. ITD
      reserves the right to monitor, approve, or execute code moves if doing so is deemed in the best interest
      of maintaining the availability of the production and test environments.

      IBM Software:

      Z/OS Release 1.9
       VTAM
       TCPIP
       TSO
       UNIX

      CICS Release 3.3
      Websphere for MQ Release 6.0
      IMS release 9.0

      Languages:

      COBOL Release 3.4
      ASSEMBLE
      C++
      PL/I

      Third Party Software:

      SYNCSORT
      Panvalet
      CYBERMATION
      CA-1
      CA-DMS
      CA-JCL CHECK
      Connect Direct
      FileAid
      JHS Job History
      FDR/ABR




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ITD Services Definition - Mainframe                                                        27-Jun-10



2.3      Service Targets


       Service          Description
       Requirement

       Service          The Mainframe environment is available 24x7 excluding planned maintenance and unplanned
       Availability     outages.
       Monthly System This occurs 6:00 am on the first business day of each month for chargeback purposes. During
       Initial Program this time, services are unavailable for approximately 30 minutes. The IPL is scheduled through
       Load (IPL)      change control and customers are notified as part of the change control process.

       Planned          This requires a weekly 1-2 hour window between 7:00 am to 5:00 pm Monday though Friday
       Maintenance      excluding holidays. Ad-hoc maintenance is scheduled through change control and customers
                        are notified as part of the change control process.

       Request          Staff will respond to service requests from 7:00 am to 5:00 pm Monday though Friday excluding
       Fulfillment*     holidays. Customers can make requests through E2E.

                        Emergency requests are approved by authorized customer contacts and must be opened as
                        incidents to ensure they are acted on immediately out of normal business hours.


       Incident         ITD Service Management Office has standard processes to manage incidents, requests and
                        changes.
       Management*




       Replacement of ITD contracts with hardware vendors to provide on-site "best effort" four hour response.
       Failed
       Components

*Incidents, requests, or changes that are outside the scope of the defined service description or normal service hours will be
direct charged to the customer.




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ITD Services Definition - Mainframe                                                           27-Jun-10




2.4      Service Reporting
At this time there are no reports available for this service.




2.5      Service Requests

         E2E Service Request                              Description                                            Lead
                                                                                                                 Time-
                                                                                                                 Business
                                                                                                                 Days
         Software Change, minor (File system access,                                                             Minimum
         software update, dynamic configuration)         New OS software or component needs to be loaded         14 days to
                                                                                                                 comply
                                                                                                                 with
                                                                                                                 Change
                                                                                                                 Control
                                                                                                                 Policy

Requests related to projects are initiated through the Request Project Services process.




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ITD Services Definition - Mainframe                                                    27-Jun-10




3.        Customer vs ITD Responsibilities
This section describes scope of responsibility for both customers and ITD in relation to providing the defined
service.
Service Management Responsibilities that are common across many ITD Services e.g. Facilities Management,
Incident Management, Change Control, are described in the “Service Management Services Guide” (to be
defined).


3.1       Summary Customer Responsibilities
Customer responsibilities include but are not limited to:
The customer maintains source code and develops JCL necessary to support customer applications. Also, the
customer provides problem support for customer coded applications. The customer should develop and provide
information for projected customer growth and capacity planning forecasts.


3.2       Detail Customer VS. ITD Responsibilities
3.2.1     LPAR Infrastructure
LPAR Infrastructure provides a stable LPAR environment in support of delivering customer business
applications. LPAR Infrastructure is constituted of hardware, operating systems and utilities used in the
management of customer business services and user data.


Responsibilities                                                                           Customer               ITD
Define supported LPAR infrastructure technologies and standards                                                   X
Define supported vendor infrastructure products and standards                                                     X
Publish change request procedures and lead-times for customer to follow for                                       X
routine LPAR and operating system service requests.


3.2.2        LPAR Administration
LPAR Administration provides support for the base operating system configuration and associated files, all
installed third party system software, problem determination, problem resolution, software fix installation,
utilities, security and hardware.


Responsibilities                                                                           Customer               ITD
Install operating systems, third party software and utilities as specified by Change                              X
Management process
Manage the LPAR configurations via Change Management process:                                                     X
     Initial configuration
     Modify configuration
     Control access to system files
Support and install major (new version) operating system and third-party software                                 X
upgrades as required.




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ITD Services Definition - Mainframe                                                  27-Jun-10



Monitor operating system utilization thru the use of third-party software products                              X
Identify and install necessary system software fixes via Change Management                                      X
Request vendor technical support for incident issues                                                            X
Manage Operating System security with ITD Security                                                              X
Provide diagnostic and problem analysis for operating systems                                                   X
Update CICS application program files via the SWAPS request system                           X                  X


3.2.3 LPAR Operations
LPAR Operations provide on-site system monitoring and first level incident determination and resolution for
LPAR hardware and operating system software on a 24x7x365 basis.


Responsibilities                                                                         Customer               ITD
Provide first level support and problem determination for operating system                                      X
software, third-party system software and utilities, including release upgrades.
Monitor system status                                                                                           X
Maintain source code and develop JCL necessary to support all customer                       X
applications
Provide problem determination support for all customer coded applications and                X
JCL
Job scheduling, status reporting, and problem resolution are covered by the                                     X
operations service definitions
Communications connectivity is a joint venture with Operations/TAC and                                          X
engineering


3.2.4 LPAR Performance and Capacity Management
LPAR Performance and Capacity Management include monitoring, measuring, analyzing and reporting systems
performance. Capacity Management includes the development and maintenance of strategic plans to insure
Customer’s growing or changing business requirement.
Responsibilities                                                                         Customer               ITD
Provide customer growth forecasts                                                            X
Define requirements for performance/capacity                                                 X
Install and maintain tools for performance/capacity planning and management                                     X
Recommend corrective action to resolve system performance and capacity                       X                  X
problems
Monitor and document systems’ current capacity                                                                  X
Recommend system hardware upgrades                                                                              X
Recommend addition of physical resources (memory or disk)                                                       X




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ITD Services Definition - Mainframe                                              27-Jun-10




4.         Chargeback Rate Information
For more information on Chargeback, including an overview of the program as well as current and previous
fiscal year rates, please visit our Chargeback Services webpage.


4.1.1.1.1       Forecast expenditures for Mainframe Hosting

Expense                                                                                           Total Cost*


Salaries & Fringe - Travel, consultant, AA Sub                                                    $ 1,014,433


Hardware and Software: Direct infrastructure only

       One-time
                                                                                                  $ 5,673,556
       Maintenance

       Depreciation




4.1.1.1.2       Expenses shared across service offerings

Expense                                                                                           Total Cost*


Security                                                                                           $ 167,432


CommonHelp - Cost of CommonHelp plus a percentage of IT Operations                                 $ 136,975


Additional Overhead - Any costs distributed on top of the direct expenses (does not
include overhead related to shared infrastructure services)

       Management
                                                                                                  $ 1,156,919
       MITC rent

       Project Management

       Infrastructure Planning




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ITD Services Definition - Mainframe                                                    27-Jun-10




Expense                                                                                                  Total Cost*


Technology Services - Database, Network & Data, Storage, Backup & Recovery,
                                                                                                         $           0
Distributed Hosting, Mainframe Hosting

Adjustments - State appropriations, subsidies, and expenses that are not typically
                                                                                                         $ 4,500,427
included in a chargeback


Total expenses for Mainframe Hosting                                                                     $12,649,743


*Cost detail     for this service offering is available for your review.




4.1.1.1.3        Rates pertaining to this service offering include:

Rate Code      Title                        Billable Unit       Planned FY2010 Units     Cost          FY 2010 Rate



SA0P0          Prime CPU Time               CPU hour            57,406                   $6,544,284          $ 114.00


SA0N0          Non-prime CPU time           CPU hour            92,321                   $4,154,445             $ 45.00


SB0P0          Prime I/O Operation          1,000 I/Os          33,087,051               $1,046,880              0.0316


SB0N0          Non-prime I/O Operation      1,000 I/Os          72,646,661               $ 904,254               0.0124


Note: The above is based upon a federally approved algorithm used for distribution among rates.

Download a complete listing of all chargeback rates         .




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