Data Warehouse Data Warehouse The intent by liuhongmei


									Data Warehouse
The intent of this document is to describe Data Warehouse services provided by the Office of
Information Technology (OIT), define boundaries of such services, and identify levels of services all
users should expect.

The Data Warehouse is a centralized repository for enterprise data that is used by staff and faculty
at all levels to support operational and management decision making.

Definition of Services Provided
Data Warehouse:

The Data Warehouse consists of an Oracle database with collections of data, called subject areas,
from a variety of systems such as payroll, human resources, student records, etc. The Data
Warehouse is available during published hours. Each subject area has its data refreshed according
to published specifications. Each subject area is up-to-date according to its published schedule.
Subject area data will be up-to-date at all times except when data from that area are being
refreshed. Once refreshing is complete, all data will be up-to-date.

The published specifications can be found at: The
published schedules are found at:

Note: An Mkey login is required to get to these pages.

Service Performance

The Data Warehouse instance is available 24x7x52 (except on Sundays when it is available from
Hours of Operation

6:00 a.m. to 12:30 p.m.) System status is available at:

Performance measures for Data Warehouse Services will be available online spring of 2011 at
Performance Measurement

Change Management is the structured approach OIT uses to manage changes to the University of
Change Management

Minnesota IT environment via formal request and approval mechanisms. By employing a
consistent, structured approach to change management, we are able to ensure that all changes are
efficiently and promptly handled, thereby minimizing the impact of change-related incidents on
service delivery. The Change Approval Board (CAB) oversees and approves OIT changes to service.

Office of Information Technology – University of Minnesota                                   1
There are four change categories: Standard, Normal, Urgent, and Emergency. For more information,
visit the Change Management website.

Data Warehouse has time reserved for scheduled maintenance between the hours of 6:00 a.m. and
Scheduled Maintenance

12:30 p.m. on the fourth Sunday of each month. During maintenance periods, it is expected that the
Data Warehouse will be unavailable. Every effort will be made to use this scheduled window of time
to perform maintenance activities. If the maintenance window extends beyond anticipated end
time, the System Status page will be updated accordingly. The schedule of OIT maintenance
windows is published on the System Status page.

Should maintenance be required outside of the scheduled maintenance window, an announcement
will be posted to the Data Warehouse message board, and a message is sent out to the Data
Warehouse mailing list.

If a scheduled maintenance activity is expected to impact service, OIT intends that information
Service-Impacting Maintenance

regarding that maintenance activity will be communicated via the Data Warehouse message board,
Data Warehouse mailing lists, and other appropriate venues no fewer than 10 business days in
advance of the maintenance activity.

Communications about maintenance will include the start time, anticipated end time, and a

description of the maintenance to be performed (upgrades, patches, etc.).

Data Warehouse services are dependent upon the University data center power, network, and

related systems. The availability of those systems will have a direct impact on the availability of this

 Power             There must be power to database and                OIT
 Service           Dependency on Service                              Service Provider

                   PeopleSoft servers, as well as those running
                   any user front end.
 Network           There must be network access to database and       OIT
                   PeopleSoft servers
 Environment       There must be at least one database and            OIT
                   PeopleSoft server in a room temperature
 Storage           At least one node of the Storage Area Network      OIT
                   must be available

Service Provider and Customer Responsibilities

OIT is currently responsible for the implementation of the product, updates/upgrades,

management of the central service, and providing best practices for the collegiate/departmental
units for administering services for their area.

Office of Information Technology – University of Minnesota                                      2
OIT staff provides support to IT staff in local units in addition to the support offered by the
OIT Duties and Responsibilities

University’s 1-HELP service. Contact the IMS group for advice and special requests.

   • Communicate and coordinate with IT staff in local units to minimize disruption to end users
The Information Management Services team will be expected to:

   • Notify customers about all scheduled maintenance
   • Meet response and resolution times associated with service-related incidents

        Adhere to any related policies, processes, and procedures
Customer Duties and Responsibilities:

        Report problems using reporting procedures described in this service statement

        Provide input on the quality and timeliness of service

The status of University systems is available online at: Whenever
Problem Management

possible, users are encouraged to check the status page before contacting technical support.

Users are strongly encouraged to first contact technical support resources in their local unit if they
are experiencing problems with computers or applications. Local technical staff will be able to
resolve many problems or escalate them to the appropriate levels, helping to increase the speed
and effectiveness of the service response. Response time is dependent on the local unit’s technical
support processes and policies.

If local technical support resources do not exist or are not available (e.g., outside of normal work
hours) users are encouraged to contact the University’s 1-HELP service.
     • On-campus – 1-HELP (1-4357)
     • Off-campus – (612) 301-HELP (4357)
     • Email –

1-HELP hours are found at:

Monday – Friday: 7:30 a.m. – 8:00 p.m.
Saturday: noon – 5 p.m.
Sunday: closed

Outside of these hours, or on University holidays, callers may leave a message, which will be
responded to the following business day.

1-HELP will escalate incidents, when necessary, to appropriate service providers. All incidents and
changes reported to 1-HELP will be logged into Service Center, a tracking tool.

Data Warehouse Services is a critical service. In the event of a disaster, recovering Data Warehouse
Disaster Recovery

Services is at the highest level of importance. Redundancies are built into the Data Warehouse

Office of Information Technology – University of Minnesota                                        3
system to minimize outages and to ensure that service is restored as quickly as possible in the
event of a disaster. The service does not have automatic fail-over and therefore it may require eight
hours to restore data using the manual fail-over process. Degraded or failed service receives
immediate attention and all available resources are brought into force to recover full operations.

Recovery Time Objectives:

           If an outage affects availability of the entire data warehouse: Response time would be
           up to 30 minutes after receipt of service center ticket – worst case could be 1-2 days

           If an outage affects availability of a subject area (e.g., Payroll, HR) : Response time would
           be up to 30 minutes after receipt of service center ticket – worst case could be several


           If an outage affects availability of a particular table within a subject area: Response time
           would be up to 30 minutes after receipt of service center ticket – worst case could be

           several days

           If an outage affects data within a table (some records are wrong): Response time would
           be up to 30 minutes after receipt of service center ticket – worst case could be several


In the event of unexpected service interruption, OIT will update the system status page and send

notification of service interruption to subscribed individuals within 15 minutes of service loss
identification by the Information Management Services team via the Data Warehouse message
board or the System Status web page. Post mortem analyses will be released after the resolution of
the interruption.

University of Minnesota Information Technology policies are available on the web at:

Polices related to this statement include:
        Acceptable Use of Information Technology Resources

       User Authentication for Access to University Computer Resources

       University policies on privacy and data security:

       Internal Access to University Information:

       Public Access to University Information:

Office of Information Technology – University of Minnesota                                      4
       Student Education Records:

For more information about this and other OIT services, visit the OIT service catalog.
More Information

This statement of service will be reviewed annually.
Service Statement Maintenance
Last revision: June 2010
File Name: Data Warehouse.doc

Office of Information Technology – University of Minnesota                               5

To top