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					                                                                         Service Hosting Catalogue
01.       Summary of Responsibilities

                                              NOC Responsibilities
                                                                      Type 1A    Type 1B   Type 2
MITA provide computing resources                                                    √         √
System Hosted within MITA CDC                                            √          √         √
MITA NOC has access to server OS                                                              √
Daily backup media change                                                √          √         √
Daily backup verification – Guest                                                             √
Daily backup verification – Host                                                    √         √
MITA NOC handles alert management – Guest                                                     √
MITA NOC handles alert management - Host                                            √         √


02.       Type 1A – Service Hosting

This applies to service running on hardware provided by Solution Provider.


02.1      Hosting of Infrastructure

All service-related infrastructure is hosted within Malta Information Technology Agency (MITA)
Corporate Data Centre (CDC) (Gattard House or Mater Dei). This includes all servers and specific
active equipment. All equipment is rack-mounted in the respective rack and supplied with UPS power
and cooling.

02.2      Monitoring and Administration of Back-end Network Infrastructure

Monitoring, support and administration of the back-end network infrastructure remains within the
responsibility of MITA. Issues pertaining to this area of technology are to be diagnosed by MITA.

Monitoring, support and administration of the service-related specific equipment is not monitored by
MITA.

02.3      Backup Media Administration

Backup media loading and unloading is performed by MITA based on a time-table as provided by the
solution supplier. In type 1 hosting MITA does not monitor daily completion of the backup job and
does not perform periodical test restores. In type 1 hosting, the solution provider is to perform
configuration of the backup process.

02.4      Notes

Type 1A services are not administered/managed/owned by MITA. Their administration fall within the
responsibility of the solution provider as stipulated in the respective Contract document.




File Ref:                  IMS-GDL-ServiceHostingCatalogue-v3 0.doc
Author:                    NOC
Security Classification:   Public
Page:                      1 of 7
Public                                                                                                                        Service Hosting Catalogue




The following comments apply to the hereunder roles and responsibilities diagram:

o              MITA is not expected to diagnose any alerts related to the service as part of its operating
               activities. To this effect no administration privileges will be given to MITA on the service.
o              The solution provider is responsible for all levels of support regarding the service.
o              MITA will not have access (including administrative access) to the solution’s operating
               systems.
o              The solution provider will also undertake the responsibility of the administration, management
               and maintenance of end-user accounts pertaining to the related services. This includes, but
               not limited to, operating system user accounts, application user accounts, and database user
               accounts. It is also being understood that unless strictly not possible, the supplier shall adopt
               the least privilege principle throughout the management of user accounts whereby everything
               is forbidden unless explicitly permitted


                               Service roles and responsibilities Type 1A
                                                                                                                          Media changing          MITA
                         Maintenance and
                                            Solution Provider
                              repairs


    Server hardware                                                                                                          Backup
                                                                                                       Backups                              Solution Porvider
                         Alert Management   Solution Provider                                                            completion check



                             Support        Solution Provider                                                              Configuration    Solution Porvider

       Application

                                                                                                    Backup integrity
                         Alert Management   Solution Provider                                      including restores
                                                                                                                                            Solution Provider
                                                                                                   and periodical test
                                                                                                        restores


                             Support        Solution Provider    * This excludes any network
                                                                infrastructure installed by the
        Database                                                                                                             Support              MITA
                                                                       solution provider
                                                                                                  *Data Centre Core
                                                                                                       Network
                         Alert Management   Solution Provider                                       infrastructure
                                                                                                     Connectivity
                                                                                                                         Alert Management         MITA

                             Support        Solution Provider

        Clustering                                                                                                         Departmental
    Including Failover                                                                                                                      Solution Provider
                                                                                                                            Enquiries
         Process
                         Alert Management   Solution Provider
                                                                                                      Incident
                                                                                                    Management

                                                                                                                            NMS Alert
                                                                                                                                            Solution Provider
                             Support        Solution Provider                                                               Incidents

    Operating System


                         Alert Management   Solution Provider
                                                                                                                          Patch approval    Solution Provider


                                                                                                      Patch
                                                                                                    Management
     Guest and Host
                         Management and
     administrative                         Client / Supplier
                           ownership                                                                                     Patch deployment   Solution Provider
       accounts




    Figure 1: Type 1A hosting roles and responsibilities (service running on hardware provided by solution provider)


03.            Type 1B – Service Hosting
This applies to computing resources provided by MITA - (virtual environment).

03.1           Hosting of Infrastructure (Virtual Environment Host)

All service-related hardware infrastructure is hosted within MITA CDC (Gattard House or Mater Dei).




File Ref:                      IMS-GDL-ServiceHostingCatalogue-v3 0.doc
Author:                        NOC
Page:                          2 of 7
Public                                                                           Service Hosting Catalogue



03.2  Monitoring and Administration of Back-end Network Infrastructure and Virtual Environment
Hosts

Monitoring, support and administration of the back-end network infrastructure and virtual environment
host remains within the responsibility of MITA. Issues pertaining to this area of technology are to be
diagnosed by MITA.

Monitoring, support and administration of the service-related specific equipment is not monitored by
MITA.

03.3        Backup Media Administration

Backup media loading and unloading for the host server is performed by MITA incurring a daily
service interruption during odd hours for the residing guests. In type 1B hosting MITA does not
monitor daily completion of the guest backup jobs and does not perform periodical test restores for the
guest backups. In type 1B hosting, the solution provider is to perform configuration of the backup
process for the respective guest operating system.

03.4        Notes

Type 1B services are not administered/managed/owned by MITA. Their administration fall within the
responsibility of the solution provider as stipulated in the respective Contract document.


The hereunder diagram better explains the responsibilities boundaries for MITA and solution
providers:




File Ref:               IMS-GDL-ServiceHostingCatalogue-v3 0.doc
Author:                 NOC
Page:                   3 of 7
Public                                                                                                  Service Hosting Catalogue




                                 Virtual Environment Common Responsibilities Boundary




                                                                                                                        Virtualized Machine (VM)
    NOT MITA responsibility

                                   Applications / Databases
                                    running on the virtual
                                         environment
                                                                               Virtual server/s backups


                                  Virtual Operating System/s
    MITA responsibility




                                     Host server operating                   Host Virtualization Software
                                            system                              (VMware; Hyper-V)




                                                                                                                        VM Host
                                         Server hardware                         Host server backups



The following comments apply to the hereunder roles and responsibilities diagram:

o                             MITA is not expected to diagnose any alerts related to the service as part of its operating
                              activities. To this effect no administration privileges will be given to MITA on the guest
                              operating systems and related databases.
o                             The solution provider is responsible for all levels of support regarding the service.
o                             The solution provider will also undertake the responsibility of the administration, management
                              and maintenance of end-user accounts pertaining to the related services. This includes, but
                              not limited to, operating system user accounts, application user accounts, and database user
                              accounts. It is also being understood that unless strictly not possible, the supplier shall adopt
                              the least privilege principle throughout the management of user accounts whereby everything
                              is forbidden unless explicitly permitted.




File Ref:                                  IMS-GDL-ServiceHostingCatalogue-v3 0.doc
Author:                                    NOC
Page:                                      4 of 7
Public                                                                                                                Service Hosting Catalogue




                                  Service roles and responsibilities Type 1B
                                                                                                                Media changing           MITA
                         Maintenance and
                                                   MITA
                              repairs
                                                                                              Host operating
   Host Server                                                                               system backups
    Hardware                                                                                                    Operating System
                                                                                                                  Backup job             MITA
                         Alert Management          MITA                                                         completion check



   Applications                                                                                                   Backup job
                                                                   Configuration of jobs                                            Client / Supplier
    running on                                                                                                  completion check
                              Support         Client / Supplier     remains within the         VM operating
    Virtualized                                                    responsibility of the
    Machine/s                                                                                     system/
                                                                      client/supplier           application/
                                                                                             database backups
     Database
   Instances on                                                                                                  Integrity checks   Client / Supplier
                              Support         Client / Supplier
    Virtualized
     Machines


    Virtualized                                                                                                      Support              MITA
     Machine                  Support         Client / Supplier
 Operating System
                                                                                                Back end
                                                                                               connectivity

                              Support              MITA                                                         Alert Management          MITA
 Host VM Software
 (Vmware or Mcsft
     Hyper V)

                         Alert Management          MITA                                                          Client enquires          MITA

                                                                  This should be clarified
                                                                                                 Incident
                                                                                               Management
                              Support              MITA
                                                                                                                 Host NMS Alert
                                                                                                                                          MITA
                                                                                                                   Incidents
  Host Operating
     System

                         Alert Management          MITA
                                                                                                                 Patch approval      Client / Supplier

                                                                                              Virtual Machine
                                                                                                   Patch
     Guest                                                                                     Management
                          Management and
  Administrative                              Client / Supplier
                            ownership
    accounts                                                                                                    Patch deployment     Client / Supplier



                    Figure 2: Type 1B hosting roles and responsibilities (computing resources provided by MITA)



04.              Type 2 Service Hosting

04.1             Hosting of Infrastructure

All service-related infrastructure is hosted within MITA CDC (Gattard House or Mater Dei). This
includes all servers and specific active equipment. All equipment is rack-mounted in the respective
rack and supplied with UPS power and cooling.

04.2             Alert Management for Hosted Solution

Service-related infrastructure that is, servers and specific active equipment is monitored by MITA on a
24X7 basis. Raised alerts are primarily diagnosed by MITA and eventually escalated to the solution
provider through the incident management system if required.

04.3             Patch Management

Through interaction with the solution provider (unless otherwise agreed), MITA handles the patch
management process for any published Microsoft operating system published updates and which are
deemed as required by the Patch Management Group of MITA . Refer to the Patch Management
Procedure.

04.4             Incident Management

In type 2 service hosting, MITA acts as the first port of call for diagnosing end-user service
exceptions. Should first line support not suffice then escalation to the solution provider takes place
through the incident management system.

File Ref:                          IMS-GDL-ServiceHostingCatalogue-v3 0.doc
Author:                            NOC
Page:                              5 of 7
Public                                                                                 Service Hosting Catalogue




04.5        Monitoring and Administration of Back-end Network Infrastructure

Monitoring, support and administration of the back-end network infrastructure remains within the
responsibility of MITA. Issues pertaining to this area of technology are to be diagnosed by MITA.

04.6        Backup Media Administration

Backup media loading and unloading is performed by MITA based on a time-table as provided by the
solution supplier. In type 2 hosting, the solution provider is to perform configuration of the backup
process.

04.7        Backup Job Completion and Test Restores

In type 2 service hosting MITA performs a daily check to ensure that the respective backup has
completed in a successful manner and to diagnose any issues with backups as they arise. MITA is
also bound to perform periodical (once a month) test restores in order to ensure that written data can
be read back from tape.




                                 Figure 3: Type 2 hosting roles and responsibilities
05.         References

            Patch Management Procedure


06.         Modification History

            Version       Date                Comments


File Ref:                IMS-GDL-ServiceHostingCatalogue-v3 0.doc
Author:                  NOC
Page:                    6 of 7
Public                                                                                     Service Hosting Catalogue



            Draft 0.1       19/10/2010          Draft version for internal review
            Version 1.0     04/11/2010          First version for release
            Version 2.0     13/06/2011          Reviewed version for release
            Version 3.0     14/06/2011          Reviewed version for release


07.         Authorisation

                           Issuing Authority                                     Approval Authority




                          Signature and Date:                                    Signature and Date:

            Name:         Keith Mallia                               Name:       Robert Galea
            Position:     NOC Manager - SM                           Position:   Department Manager - SM




File Ref:                 IMS-GDL-ServiceHostingCatalogue-v3 0.doc
Author:                   NOC
Page:                     7 of 7

				
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