1. Acquire networking hardware and software and manage licenses and license compliance
2. Install, configure, and test network hardware and software on SDC-managed platforms
3. Maintain current product release levels[1]
4. Provide basic network security through the identification, implementation and support of overall network security controls (e.g., firewalls, virus checking, and network intrusion detection)
5. Manage network administrator privileges and administrator access
6. Define and manage any associated log and archive files
7. Monitor, troubleshoot, repair, and tune network environments for optimum performance and availability
8. Perform preventative, scheduled and warranty-required hardware maintenance of networking equipment located in the SDC.  See Remote Infrastructure Management – Hardware and Software for support of networking equipment outside the SDC
9. Report actual network performance versus performance committed to in service level agreements
10. Consult with vendor technical support staff to escalate issues that cannot be resolved internally
11. Consult with SDC customers on choice, (i.e., wired or wireless; security requirements; optional features) and placement of networking equipment outside the SDC
12. Plan Wide Area Network (WAN) capacity based on historical usage patterns and customer needs projections
13. Notify customers of requested customer and SDC upgrades and changes
14. Patch and upgrade products
15. Process Telecommunication Service Orders (TSO) with contracted vendors on behalf of state agencies

1. Identify customer connectivity needs and work with SDC technicians to determine what choices and placement of network equipment meet these needs
2. Identify customer security requirements that exceed baseline security in place on the SDC-managed WAN
3. Provide power to SDC-managed network equipment at customer sites, including Network Uninterruptible Power Supplies (NWUPS) if required
4. Provide connectivity between SDC-managed equipment (i.e., switch) and customer user site workstations and peripherals
5. Arrange for SDC technicians or dispatched vendors/contractors to have physical access to SDC-managed network equipment at customer sites
6. Notify SDC of workstation moves and new applications and unexpected growth that could impact bandwidth requirements
7. Define and implement security requirements within the applications that use SDC-managed networks including setting up and managing user access to the network and applications running over the network
8. Monitor application package-level performance
9. Perform impact analysis of proposed network changes on the customer’s applications and end-user commitments
10. Test new and changed capabilities prior to general release to customer’s end-users
11. Coordinate schedules of network upgrades and network support product releases so that important customer activities (e.g., application rollouts, application upgrades, training sessions or live service) are not affected by the changes
12. Provide estimates of resource utilization and expected growth (i.e., CPU, RAM, disk space, and network bandwidth), in terms of expected user hits per day, and average amount of data transferred per hit
13. Manage projects for new or modified facilities that require network installation/changes

• Customer User Local Connectivity (Local Area Networks – LANS)
  
• Customer Facility Connectivity (Wide Area Network – WAN)
  
• Customer User Remote Connectivity (e.g., dial up and Internet Access)
  
• Routing Change
  
• Line (transport) and Equipment Provisioning
  
• Equipment provisioning (no line provisioning)
  
• Network consulting
  

Service levels to be provided in later revisions of this document.
 

None

Statewide Information Technology Use Policy

Draft - June 18, 2007