Enterprise Services Delivery Process

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 for the build and delivery of complete environments to the Customer.  It bridges the gap between Customer engagements in the delivery of services.  This process provides centralized communication, coordination, and customer service through a one-CDT approach to deliver high-quality, end-to-end services.  Platforms currently supported through this process include Windows, Linux, AIX, and Solaris.

Process Benefits

  • A centralized technical team that will:
    • Gather and understand the Customers’ business and technical requirements
    • Plan, build, test, and deliver a secure environment to the Customer
    • Support and assist 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 development process

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 for a new server or server environment, please follow the below steps:

Select the platform of choice from the below buttons below

Request AIX Platform NowRequest Linux Platform NowRequest Solaris Platform NowRequest Windows Platform Now

  1. Log into the Service Request System if prompted
  2. Complete all required fields.
    • Enter the required completion date
    • Attach documentation (e.g., vendor documentation, architecture diagrams, etc.) related to the requests
    • Enter the Billing Prefix (and Account Code if applicable) and Approvers
    • If you wish to expedite the request (Only available for Windows Server Refresh), click ‘Yes
    • Select ‘Yes‘ for requesting a cost estimate
    • For Linux, Solaris, or Windows, select ‘Server Build, Refresh, Rebuild’ from the service options
    • For AIX, select ‘Build AIX Server‘ from the service options
    • Enter the approved budget amount
    • Click ‘Yes‘ to acknowledge that CDT will charge the applicable rates
    • Answer the question regarding the type of data stored, processed or transmitted
      • If yes is answered, select all that apply
    • Answer the question regarding Regulatory Requirements
      • If yes is answered, select all that apply
      • Enter any other regulatory requirements if applicable
    • Summarize the request in general
    • Add any associated request details
    • Select ‘Not Applicable” for completing and attaching the request intake form (for Windows Platform Hosting only)
  3. Click ‘Submit
  4. Once the request is submitted, approved, and received by CDT, the Customer will be contacted by the ESD team to begin the process

Customer – The Customer will initiate the process by requesting a ‘new server/environment build, refresh or rebuild’ through the Service Request System. See the  “Service Request” tab for instructions on how to submit a request.

Design and Solution – Once CDT receives the request, the Customer will be contacted by the ESD team to complete an Engagement Questionnaire and Architecture Diagram. Once completed, the Customer, ESD, and core CDT service areas will meet to review the environment and approve the architecture.

Scoping Call – The ESD team will schedule a meeting with the Customer and all applicable CDT service areas to discuss and gather technical requirements and specifications.

Customer Commit – The Customer will receive a summary of the request, a cost estimate and a list of action items that must be completed prior to the formal acceptance.

POD Commit – CDT managers and supervisors review, prioritize, schedule and assign resources to each request.

Cell Build – Each CDT service area will plan, build, test, and deliver a secure environment to the Customer.

Delivery – The server environment is delivered to the Customer. The Customer then has a two-week implementation period to review and test with a support team that will assist with any issues that are in scope and/or were agreed upon in the service request.  A new service request will need to be submitted if the Customer requires additional server(s), CPU, RAM, or anything outside the agreed-upon scope.

Close – After the two-week implementation period is completed, the service request is closed.

 

 

Enterprise Service Delivery Process Flow