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									                                            7860edba-0ef6-4849-827e-8f789a305ea5.doc



          STATE OF TEXAS




Texas Department of Information Resources




         Data Center Services

       REQUEST FOR OFFER

          ATTACHMENT 13-A

     DESCRIPTION OF REPORTS

            MARCH 31, 2006




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Service Provider Guidelines


     This Attachment to an Exhibit of the RFO contains specific information supplied by DIR for the Service Provider’s use when responding to the RFO.



Service Provider Instructions

        1. The Service Provider will not modify or change anything contained within this Attachment.


        2. The Service Provider’s response to the RFO should reflect and comply with the information contained in this Attachment.


        3. If the Service Provider wishes to suggest changes to any of DIR’s content or requirements contained in this Attachment, these suggestions should
           be summarized and submitted separately to DIR in the Service Provider Confirmation Document, as described in the RFO Instructions – Part 4,
           Proposal Documents Created by Service Provider. Any notation of objections or issues associated with the Attachment content does not
           eliminate or modify the requirements of this Attachment or this RFO, and the Service Provider’s proposal must not assume any
           incorporation of the Service Provider’s suggested changes.




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                                                                                      TABLE OF CONTENTS
1.0   INTRODUCTION...................................................................................................................................................................................................................... 4

2.0   CROSS-FUNCTIONAL (CF) SERVICES TOWER REPORTS .......................................................................................................................................... 5

3.0   SERVER AND MAINFRAME SERVICES (SMS) TOWER REPORTS ............................................................................................................................ 9

4.0   PRODUCTION PRINT AND MAIL SERVICES REPORTS............................................................................................................................................. 11

5.0   ADMINISTRATIVE REPORTS ............................................................................................................................................................................................ 12




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1.0   INTRODUCTION


      This Attachment contains a summary description of the format, content, and frequency of sample key reports required by DIR. This Attachment may not
      include all reports currently provided by the in-scope organization or otherwise requested as part of this RFO. There are reports that will be generated after
      the completion of a common asset management, problem management, change management, capacity management and release management tool which are
      not identified in this document. However, the Service Provider is required to provide any and all such reports, regardless of their inclusion in this
      Attachment.




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2.0   CROSS-FUNCTIONAL (CF) SERVICES TOWER REPORTS

                                                                                                                                      Report Location
  Tower      Report Name              Description             Frequency               Recipient      Media       Report Name            or Link to
                                                                                                                                        Document

  Cross-     Support Center   Number of Calls, Average        Monthly           DIR Service        Web Portal   Reportname.html      clientname/report
Functional   Call Report      Time to Answer, Average                           Manager and                                          s/crossfunctional
                              Call Duration, Number of                          Authorized Users
                              Abandoned Calls.

  Cross-     Problem          Problem and requests            Daily             DIR Service        Web Portal   Reportname.html      clientname/report
Functional   Management       tracking. Inclusive of batch                      Manager and                                          s/crossfunctional
             Report           and online availability.                          Authorized Users

                              Includes Trending for chronic
                              problems.

  Cross-     Root-Cause       Details the results of each     Within 14 days    DIR Service        Web Portal   Reportname.html      clientname/report
Functional   Analysis         Root-Cause Analysis (RCA)       of the            Manager and                                          s/crossfunctional
             Report           performed by DIR or Service     associated        Authorized Users
                              Provider.                       problem and
                                                              Monthly
                              Includes the nature of the      summary of
                              incident and plans to prevent   outstanding
                              or avoid future incidents.      RCAs

  Cross-     Change           List and description of         Daily             DIR Service        Email and    Reportname.html      clientname/report
Functional   Management       scheduled changes for the                         Manager and        Web Portal                        s/crossfunctional
                              next 14 days.                                     Authorized Users

  Cross-     Change            Change Schedule Meeting       Weekly            DIR Service        Web Portal   Reportname.html      clientname/report
Functional   Management              Notes                                      Manager and                                          s/crossfunctional
             Reports           Exception Changes                               Authorized Users
                               Past Due Changes
                               Unauthorized Changes


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                                                                                                                                           Report Location
 Tower       Report Name               Description              Frequency               Recipient         Media       Report Name            or Link to
                                                                                                                                             Document
                               Past Due Measurement
                               Change Success
                               Change failures
  Cross-     Customer         Summaries and findings of         Monthly           DIR Executive         Web Portal   Reportname.html      clientname/report
Functional   Satisfaction     customer satisfaction surveys.    Survey results    Director, Statewide                                     s/crossfunctional
             Survey Results                                     are posted to     Technology
                                                                web site          Division Director,
                                                                immediately       Service Manager,
                                                                                  and DIR Customers

  Cross-     Project Status   Report on the status of all       Weekly            DIR Service           MS Word      Reportname.doc       clientname/report
Functional   Report           open projects.                                      Manager and           File                              s/crossfunctional
                                                                                  Authorized Users
                              Report the status of each
                              project to the requestor on a
                              periodic basis as agreed with
                              the requester.

  Cross-     Issues           Status of major pending           Weekly            DIR Service           MS Excel     Reportname.html      clientname/report
Functional   Management       issues, Status of Improvement                       Manager and           File                              s/crossfunctional
                              Action Plans, Report changes                        Authorized Users
                              to the environment having an
                              impact on costs or utilization.

  Cross-     Service-Level    Comparison of actual results      Monthly           DIR Service           Web Portal   Reportname.html      clientname/report
Functional   Report           vs. Service-Level                                   Manager and                                             s/crossfunctional
                              requirements as prescribed in                       Authorized Users      MS Excel
                              Exhibit 3.                                                                File

  Cross-     Services         Report that encompasses all       Daily             DIR Service           Web Portal   Reportname.html      clientname/report
Functional   Morning          Priority 1, Priority 2, and                         Manager and                                             s/crossfunctional
             Report           service affecting Priority 3                        Authorized Users
                              tickets for the previous 24-

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                                                                                                                                        Report Location
 Tower       Report Name                Description             Frequency               Recipient      Media       Report Name            or Link to
                                                                                                                                          Document
                               hour period.

  Cross-     Problem           Report of problem tickets        Daily             DIR Service        Web Portal   Reportname.html      clientname/report
Functional   Tickets by        created in past 24-hour time                       Manager and                                          s/crossfunctional
             Category          period, categorized by                             Authorized Users
                               Trouble Ticket Trouble Code.

  Cross-     Problem Ticket    Report of Problem tickets      Daily               DIR Service        Web Portal   Reportname.html      clientname/report
Functional   Time per          closed within the past 24-hour                     Manager and                                          s/crossfunctional
             Closing Code      time period, categorized by                        Authorized Users
                               Trouble Ticket Closing Code.

  Cross-     Generator         Report showing generator run     Monthly           DIR Service        Web Portal   Reportname.html      clientname/report
Functional   Exercise          start and end times and if                         Manager and                                          s/crossfunctional
             Report            generator failed to run.                           Authorized Users



  Cross-     1. Availability   Availability Reports             Monthly           DIR Service        Web Portal   Reportname.html      clientname/report
Functional   Environment                                                          Manager and                                          s/crossfunctional
                               Provide a variety of reports                       Authorized Users
             2. Outage         necessary to depict the
             Summary           availability of infrastructure
                               and where specific
                               application availability is
                               currently reported, continuing
                               that reporting.

  Cross-     Configuration     Various Reports TBD.             Monthly           DIR Service        Web Portal   Reportname.html      clientname/report
Functional   Management                                                           Manager                                              s/crossfunctional
             Activity
                                                                                                     Web Portal
 Cross-      Asset Profile     Various Asset Management         Monthly           DIR Service                     Reportname.html      clientname/report
                               Reports that provide a profile

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                                                                                                                                      Report Location
 Tower       Report Name             Description              Frequency               Recipient      Media       Report Name            or Link to
                                                                                                                                        Document
Functional                 of resources utilized in                             Manager                                              s/crossfunctional
                           delivery of services and
                           change in ownership over
                           time.

  Cross-     Security      Various reports (TBD) which        Weekly            DIR Service        Web Portal   Reportname.html      clientname/report
Functional   Reports       will provide a view of Host                          Manager and                                          s/crossfunctional
                           Intrusion Detection;                                 Authorized Users
                           Vulnerability Scans;
                           Vulnerability Assessment.

  Cross-     DR Test       Provide a formal report of DR      As Tests are      DIR Service        Web Portal   Reportname.html      clientname/report
Functional   Results       test results within 30 days of     Completed         Manager and                                          s/crossfunctional
                           each test.                                           Authorized Users

  Cross-     Executive     Various reports (TBD) which        Monthly           DIR Executive      Web Portal   Reportname.html      clientname/report
Functional   Summary       will provide DIR and DIR                             Steering                                             s/crossfunctional
             Reports       Customer Executive                                   Committee          Paper
                           Management with a                                                       Copies as
                           “dashboard” summary view                                                requested
                           of at least the following areas:
                              Service Performance
                              Critical Deliverables Status
                              Transformation Status
                              Transition Status
                              Key Issues




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3.0    SERVER AND MAINFRAME SERVICES (SMS) TOWER REPORTS

                                                                                                                                                Report
                                                                                                                                              Location or
      Tower      Report Name                   Description              Frequency            Recipient      Media          Report Name
                                                                                                                                                Link to
                                                                                                                                              Document

      Server   Hardware and        Hardware and Software               Monthly           DIR Service     Web Portal        Reportname.      clientname/
               Software            installation details.                                 Manager and                       html             reports/server
               Installation                                                              Authorized      PDF File
               Report.                                                                   Users

      Server   Monthly Storage     Storage performance and             Monthly           DIR Service     Web Portal        Reportname.      clientname/
               Report.             utilization report for servers.                       Manager and                       html             reports/server
                                                                                         Authorized
                                                                                         Users

  Mainframe    Mainframe           Various capacity management         Monthly           DIR Service     Web Portal        Reportname.      clientname/
               Performance &       reports representative of current                     Manager and                       html             reports/server
               Capacity Reports.   utilization and/or performance.     Ad Hoc            Authorized
                                                                                         Users
                                   Standard trending reports for
                                   selective resources.
                                   1. CICS Daily Response Time
                                   2. CICS Hourly Response Time
                                   3. CICS Monthly Response Time
                                   4. MVS CPU Box Utilization
                                   5. MVS CPU LPAR Usage by
                                   Service Class
                                   6. MVS CPU LPAR Usage by
                                   Workload
                                   7. DASD Capacity Monthly
                                   8. Tape Capacity Monthly
                                   9. Tape mounts and/or tape
                                   mount time


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                                                                                                                                             Report
                                                                                                                                           Location or
  Tower     Report Name                   Description               Frequency             Recipient      Media          Report Name
                                                                                                                                             Link to
                                                                                                                                           Document

                               10. VSE CPU Box Utilization
                               11. UNISYS CPU Utilization

Server    Distributed (e.g.,   Various capacity management         Monthly           DIR Service      Web Portal        Reportname.      clientname/
          Unix, Wintel,        reports representative of current                     Manager and                        html             reports/server
          Novell) Capacity     utilization and/or performance.     Ad Hoc            Authorized
          Reports.                                                                   Users
                               Standard trending reports for
                               selective resources.
                               1. Daily CPU Utilization
                               2. Daily Disk Utilization
                               3. Daily Memory Utilization
                               4. Daily File System Utilization
                               5. Daily Paging Rates
                               6. Hourly CPU Utilization
                               7. Hourly Disk Utilization
                               8. Hourly Memory Utilization
                               9. Hourly File System Utilization
                               10. Hourly Paging Rates




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4.0    PRODUCTION PRINT AND MAIL SERVICES REPORTS

                                                                                                                                             Report
                                                                                                                                           Location or
       Tower       Report Name             Description              Frequency             Recipient        Media      Report Name
                                                                                                                                             Link to
                                                                                                                                           Document

                   Daily           Status report of all outgoing   Daily             DIR Service        Web Portal   Reportname.html      clientname/
                   Production      print and mail jobs.                              Manager and                                          reports/print
      Print/Mail
                   Report                                                            Authorized Users
                   Performance

                   Quality Check   Results of quality assurance    Daily             DIR Service        Web Portal   Reportname.html      clientname/
      Print/Mail   Results         checks on outgoing print                          Manager and                                          reports/print
                                   and mail documents.                               Authorized Users
                   Document        Report tracking reprint         Monthly           DIR Service        Web Portal   Reportname.html      clientname/
                   Reprint         volumes, including form                           Manager and                                          reports/print
      Print/Mail   Statistics      types, root cause analysis                        Authorized Users
                                   on significant reprints.
                   Stock           Usage, quantity on hand,        Weekly            DIR Service        Web Portal   Reportname.html      clientname/
                   Inventory       reorder points, etc.                              Manager and                                          reports/print
      Print/Mail   Report                                                            Authorized
                                                                                     User(s)




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5.0    ADMINISTRATIVE REPORTS

                                                                                                                                           Report
                                                                                                                                         Location or
       Tower      Report Name             Description             Frequency              Recipient       Media      Report Name
                                                                                                                                           Link to
                                                                                                                                         Document

      Admin-HR    Turnover        Employee Turnover Report.      Monthly for       DIR Data Center    Web Portal   Reportname.html      clientname/
                  Report                                         first 24          Services Manager                                     reports/admin
                                                                 months            and Authorized
                                                                                   User(s)

      Admin-HR    Staff Changes   Material changes to staffing   Monthly for       DIR Data Center    Web Portal   Reportname.html      clientname/
                  Report          on DIR Account.                first 12          Services Manager                                     reports/admin
                                                                 months            and Authorized
                                                                                   User(s)

       Admin-     DIR Invoice     Total amount due for the       Monthly           DIR                Web Portal   Reportname.html      clientname/
      Invoicing   Summary         current month, amount due                                                                             reports/admin
                                  carried forward from
                                  disputes, credits, payments,
                                  Individual Resource Unit
                                  totals, Individual Resource
                                  Unit total fees.

       Admin-     DIR Customer    Total amount due for each      Monthly           DIR                Web Portal   Reportname.html      clientname/
      Invoicing   Invoice         DIR Customer including                                                                                reports/admin
                  Summary         DIR cost recovery fees,
                                  DIR Customer Resource
                                  Unit totals, DIR Customer
                                  Resource Unit total fees.



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                                                                                                                                       Report
                                                                                                                                     Location or
 Tower      Report Name             Description             Frequency              Recipient      Media         Report Name
                                                                                                                                       Link to
                                                                                                                                     Document

 Admin-     DIR Customer     Detail data for each       Monthly              DIR and DIR       Web Portal      Reportname.html      clientname/
Invoicing   Invoice Detail   Resource Unit and extended                      Customer(s)                                            reports/admin
                             fee by DIR Customer.

 Admin-     DIR Customer     Listing of all DIR Customer   Ad Hoc            DIR and DIR       Web Portal      Reportname.html      clientname/
Invoicing   Email            Email Accounts.                                 Customer(s)                                            reports/admin
            Accounts

 Admin-     DIR Customer     Listing of all DIR Customer   Ad Hoc            DIR and DIR       Web Portal      Reportname.html      clientname/
Invoicing   LAN Attached     LAN Attached IDs.                               Customer(s)                                            reports/admin
            IDs
 Admin      Prime            Verifies compliance with      Monthly           DIR               MS Excel File   ProgressAssessm      clientname/
            Contractor       HUB Sub-contracting Plan.                                                         entReport.xls        reports/admin
            Progress
            Assessment
            Report




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