Enterprise Service Delivery Process

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Description

The California Department of Technology (CDT) offers Platform Hosting services that allow Customers to execute and operate their applications remotely. Benefits of Platform Hosting within our managed service include low maintenance, cost savings, easy accessibility, security, and 24/7 service desk support.

The Enterprise Services Delivery (ESD) process provides build, delivery, and decommission of Customer environments. This process provides centralized communication, coordination, and customer service to deliver high-quality end-to-end services. Platforms supported include Windows, Linux, AIX, and Enterprise Linux (zLinux).

Benefits

  • A centralized technical team who:
    • Gathers and understands the Customers’ business and technical requirements
    • Plans, builds, tests, and delivers a secure environment to the Customer
  • Supports and assists the Customer should any issues arise (within the service request scope) after delivery of the environment
  • A clear summary of the request, cost estimate, and other related items
  • Predictable service delivery times
  • Proactive and ongoing communication throughout the process

Process Overview

BUILD PROCESS OVERVIEW
Customer

The Customer initiates the process through a build case using ServiceNow. See “Request service” section for instructions to submit a case.
Design and Solution
Once CDT receives the request, the Customer will be contacted by the ESD team to schedule a design meeting. In the design meeting the Customer, Customer ISO Representative, ESD, and core CDT service areas will meet:

  • to review the environment.
  • to discuss and gather technical requirements and specifications.

    		•
    Customer CommitThe Customer will receive a summary of the request, cost estimate, and a list of action items that will need to be completed prior to the formal acceptance.
    CDT Commit CDT managers and supervisors review, prioritize, schedule, and assign resources to each request.
    BuildCDT service areas plan, build, test, and deliver a secure environment to the Customer.
    ImplementationCDT delivers the customer’s environment. The Customer has a two-week implementation period to review and test to the delivered environment. The CDT support team will assist with any issues that are in scope and/or were agreed upon in the case. A new case will need to be submitted if the Customer requires an additional server(s), CPU, RAM, or anything outside the agreed-upon scope.
    Close After the two-week implementation period is completed, the case is closed.
    After case closure, if the Customer has any issues or needs further changes, please create a new case in ServiceNow.
     
    DECOMMISSION PROCESS OVERVIEW (AIX, LINUX, AND WINDOWS ONLY)
    Customer

    		The Customer initiates the process through a decommission case using ServiceNow. See “Request service” section for instructions to submit a case.
    Decommission Review
    		Once CDT receives the request, core CDT service areas will meet to review the environment to be decommissioned. CDT will contact the customer if any additional information is needed.
    Customer CommitThe Customer will receive a summary of the request and a list of action items (if applicable) that will need to be completed prior to the formal acceptance. The Customer provides their acknowledgement of requested decommission date prior to CDT Commit.
    CDT Commit CDT managers and supervisors review, prioritize, schedule, and assign resources to each request. Customer receives formal notification of decommission date.
    Cell CDT service areas plan and decommission the Customer's environment.
    Close The case is closed.

    Request Service

    Customers are provided a cost estimate as a part of the ESD process. Rates for all services are available on the CDT Master Rate Schedule or on each of the platform hosting pages. To submit a service request, follow the below steps:

    Select the platform of choice from the buttons below:

    AIX

    Enterprise Linux

    Linux

    Windows

    BUILD REQUESTS
    STEP 1
    Before submitting service request.
    		Builds require a completed Engagement Questionnaire form and Architectural Diagram.
    Please reference the Build-Refresh-Rebuilds Knowledge Article when filling out the diagram.
    STEP 2
    Submit service request.
    		Log in to the Service Request System if prompted.

    1. Click on "Request a Service".

    2. Type “server", "build", or "server build" in the search box.

    3. Select desired platform: AIX, Enterprise Linux, Linux, or Windows.

    4. Select service option "Build AIX Server" for AIX or select service option "Server Build, Refresh, Rebuild" for Enterprise Linux, Linux, and Windows.
    STEP 3
    Required documents & information.    		Required documents and information.

    1. Attach ISO approval.

    2. Provide name and email address of ISO or designated ISO delegate who will attend the design meeting.

    3. Provide any additional names and email addresses who will attend the design meeting.

    4. Answer question: Does this request involve a system that stores, processes, or transmits confidential, sensitive, or personal information as defined in SIMM 5305-A? If "Yes", select all that apply. Enter any other regulatory requirements, if applicable.

    5. Provide as much detail as possible when describing the request or project.

    6. Attach documentation (e.g., vendor documentation, engagement questionnaire, architecture diagrams, etc.) related to the requests.
     
    DECOMMISSION REQUESTS
    STEP 1
    Submit service request.
    		Log in to the Service Request System if prompted.

    1. Click on "Request a Service".

    2. Type “decommission” in the search box.

    3. Select desired platform: AIX, Linux or Windows.

    4. Select service option "Decommission AIX Server" for AIX or select service option "Server Decommission" for Linux and Windows.
    STEP 2
    Complete all required fields.    		Select the service option that is listed as "decommission" for the respective platform.

    1. Select "Yes" to acknowledge impact of selected Decommission/Termination Date and that recovery after decommission will not be possible.

    2. Answer question: Does this request involve a system that stores, processes, or transmits confidential, sensitive, or personal information as defined in SIMM 5305-A? If "Yes", select all that apply. Enter any other regulatory requirements, if applicable.
    STEP 3
    Required documents & information.    		Required documents and information.

    1. Provide as much detail as possible when describing the request or project.

    2. Attach documentation (e.g., vendor documentation, engagement questionnaire, architecture diagrams, etc.) related to the requests.

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