Service Provided to All Agencies? Do Agencies Receive Service Automatically or Via Service Request? Infrastructure as a Service (IaaS) EDC Services All Agencies Service Request EDC Services: Service Request Status All Agencies Service Request Platform as a Service (PaaS) Campus Wireless All Agencies Service Request Enterprise Business Intelligence (Business Objects) All Agencies Service Request Enterprise Messaging All Agencies Based on CUPPS Provisioning Policies Global Managed File Transfer (MFT) All Agencies Service Request Kofax Enterprise E-Fax All Agencies Service Request ListServ All Agencies Service Request SAP Learning Solution –LSO All Agencies Automatically SharePoint Online All Agencies Service Request SharePoint 2013 On-Premises Shared Service All Agencies Service Request Virtual Desktop Services All Agencies Service Request VMware Licensing – Resident Consultant Service All Agencies Service Request Voice & Unified Communications Division (V/UCD) for Enterprise Call Center Services (ECCS) – Genesys All Agencies Service Request & Unified Communications Division (V/UCD) for Enterprise Cisco WebEx Platforms All Agencies Service Request Voice & Unified Communications Division (V/UCD) for Enterprise Mobile Management Service (EMMS) – AirWatch All Agencies Automatically Voice & Unified Communications Division (V/UCD) for Enterprise Verizon/Unify Platforms All Agencies Service Request Web Map Hosting All Agencies Service Request Professional Services
Infrastructure as a Service _________________________________________________________________________________________ EDC Services Service Description Service Offerings provided by the Office of Administration, Office for Information Technology, Enterprise Data Center (EDC). What is Included Additional Memory for Virtual Server Additional Memory for Virtual SQL Server
Infrastructure as a Service EDC Services: Service Request Status Service Description ServiceNow is currently a pass-thru for EDC Services, therefore request status for these services are not available in ServiceNow. Users can request status of these items through this item. What is Included N/A Service Levels N/A Additional Information N/A Platform as a Service
Platform as a Service Enterprise Business Intelligence (Business Objects) Service Description Shared Service Offering provides all agencies with a business intelligence application to create reports and dashboards by bringing together data from multiple systems. What is Included Provides software licenses for both Centralized Business Objects Enterprise and De-centralized BOE. Provides a Centralized Business Objects Enterprise server environment with software version controls, capacity planning, and backups. Administers folders, user’s permissions and firewalls. Maintains Business Objects developer’s portal and intranet. Enables development of both reports and dashboards from defined “universe of data”. Optional features of this service are: Development by Integrated Enterprise System (IES) of a “universe of data” built from agency specific SAP data. Assist in agency development of reports and/or dashboards using the agency specific “SAP universe of data”. Development by OA of a “universe of data” built from agency specific data but does not include SAP data. Assist in agency development of reports and/or dashboards using the agency specific “OA universe of data”. Service Levels Availability Service Level Objective: Target 99% uptime. Additional Information Contact for additional information about this service. The components that make up the EQRA package (Enterprise Query, Reporting, and Analysis) are the following: Business Objects Enterprise Premium. Business Objects Xcelsius Enterprise Interactive Viewing. Business Objects Live Office Xcelsius Enterprise. Crystal Reports – Desktop Developer. Publisher. Web Intelligence/Rich Client. Business Objects Voyage.
Platform as a Service Kofax Enterprise E-Fax Service Description Kofax E-Fax allows customers to send/receive faxes electronically from email clients, desktop computers or hosted applications. What is Included Send faxes through email (Supports file attachments) Receive faxes through email as tiff or pdf attachments Send faxes from SAP Send/Receive faxes from web based applications Send/Receive from File Servers Service Levels Priority Levels and Allowable Response Times Critical– within 30 minutes to respond to customer High– up to 8 to respond to customer Medium– up to 24 hours to respond to customer Low– up to 48 hours to respond to customer “Response Time” is defined as the time between receipt of the call and/or ticket and the time that work on the problem begins. Due to the wide diversity of problems that can occur, and the methods needed to resolve them, response time is not defined as the time between the receipt of a call and/or ticket and problem resolution. Availability Service Level Objective: Target 99% uptime. Additional Information None
Platform as a Service SharePoint Online Service Description SharePoint Online is a cloud-based service that helps organizations share and collaborate with colleagues, partners, and customers. With SharePoint Online, you can access internal sites, documents, and other information from anywhere – at the office, at home, or from a mobile device. What is Included Sites – Allows for the creation of customized sub-sites under a given SharePoint site. Sites may be targeted to a particular department of an organization or a particular user group or subject matter. Communities – Allows users to share knowledge and information with each other and may involve activities such as: information sharing, knowledge sharing, content tagging, user feedback and more. Content – SharePoint Online is a collection of web-based tools and technologies that help store, share, and manage digital information. The hosted service is ideal for working on projects, storing data and documents in a central location, and sharing information with others. Search – Allows users to search for content, documents, images or people within a SharePoint site with a power search engine. Insights – Enables native integration with other Microsoft products and services such as: Excel Services, Visio, PowerPivot, SQL Server and Reporting services. Composites – Enables the development of customized solutions by integrating existing pieces of applications developed separately. These may be external software or external data connectivity. Service Levels Priority Levels and Allowable Response Times Critical– within 30 minutes to respond to customer High– up to 8 hours to respond to customer Medium– up to 24 hours to respond to customer Low– up to 48 hours to respond to customer “Response Time” is defined as the time between receipt of the call and/or ticket and the time that work on the problem begins. Due to the wide diversity of problems that can and the methods needed to resolve them, response time is not defined as the time between the receipt of a call and/or ticket and problem resolution. Availability Service Level Objective: Target 99% uptime. Additional Information
& Unified Communications Division (V/UCD) for Enterprise Cisco WebEx Platforms Service Description Delivers SME and ordering support of Enterprise Cisco WebEx platforms. This also extends to agencies not under the Governor’s Jurisdiction with regards to the Telecommunications Contract. Those agencies are not required to use the Telecommunications Contract but can utilize it at any time, in which case the V/UCD assists and guides them to the services they need. What is Included Informs enterprise agencies of outages via Incident Reports (IR) Provides assistance to agencies are not receiving prompt service from contracted vendors Provides maintenance patching via Vendor maintenance schedules Service Levels Request for ordering licenses = 1-day SLA Request for outage escalation = See response times below SLO assigned between V/UCD and agency, based on agencies needs depending on scope of the project Response Time: Urgent – Business-critical production outage impacting multiple people – 15 minutes High – Non-business-critical process impacting multiple people - 1 hour Medium – Request for service - 8 hours Low - Questions or informational requests - 16 hours Additional Information None
Platform as a Service Web Map Hosting Service Description Delivers use of hardware and geospatial software that is required to place a web map and/or web map application on the Internet/Intranet. What is Included Offers shared service for use by multiple agencies. Uses commonwealth standard tool set of ArcGIS Server software. Provides a testing and robust staging and production infrastructure. Service Levels Priority Levels and Allowable Response Times Critical– within 30 minutes to respond to customer High– up to 8 hours to respond to customer Medium– up to 24 hours to respond to customer Low– up to 48 hours to respond to customer “Response Time” is defined as the time between receipt of the call and/or ticket and the time that work on the problem begins. Due to the wide diversity of problems that can occur, and the methods needed to resolve them, response time is not defined as the time between the receipt of a call and/or ticket and problem resolution. Availability Service Level Objective: Target 99% uptime. Additional Information None Professional Services
Delivers support of employee personal computing hardware and software systems. What is Included Setup for new employees and contractors. Obtain quote of hardware and software for Agency purchase. Installation and configuration of equipment including laptop, workstation, printer, and peripheral devices. Installation and configuration of software which run on the desktop. Provides scheduled software maintenance patching. Troubleshooting of hardware and software. Upgrade, replacement and disposal of all desktop equipment. Asset management of desktop equipment and software. Service Levels Installation and Configuration Completion Service Level Objective: Target: Schedule/respond within 5 business days of the request. Target: Completion is within 20 days. Large scale installations are exempt. Resolve Time Service Level Objective: Target: 60% of all reported Break/Fix issues resolved within 1 business day. Response Time Service Level Objective: Urgent – Business-critical production outage impacting multiple people – 15 minutes. High – Non-business-critical process impacting multiple people – 1 hour. Medium – Request for service – 8 hours. Low – Questions or informational requests – 16 hours. Additional Information None Professional Services EARC Intake Form Service Description Service Levels N/A Additional Information
Professional Services LAN Support Service Description Delivers configuration, and on-going maintenance of Local Area Network (LAN) to provide connectivity for local computing and printing resources within a building or campus environment. Note: This service is only available to the consolidated agencies. What is Included Network administration to include Local Area Network switches, firewalls, routers, Internet content filters, and Dynamic Host Configuration Protocol services. Server administration to include installation and configuration of server hardware and software in support of all File and Print functions and network infrastructure. System administration to include patching, software packaging and distribution, and system configuration reporting. Note: This service is only available to the Office of Administration and the consolidated agencies: Budget Emergency Management General Counsel General Services Governor’s Office Historical and Museum Commission Human Relations Commission State Police State State Tax Equalization Board Service Levels Availability Service Objective: Target: 99.5% uptime during business hours of 7:30 AM to 5:00 PM. Response Time Service Level Objective: Urgent – Business-critical production outage impacting multiple people – 15 minutes. High – Non-business-critical process impacting multiple people – 1 hour. Medium – Request for service – 8 hours. Low – Questions or informational requests – 16 hours. Additional Information None
Professional Services Web Site or Content Development and Support Service Description Delivers web site maintenance and support solutions that meet specific customer requirements. Note: This service is only available to the consolidated agencies. What is Included Provide web site conversion options. Ensure adequate portal security measures are followed. Provide documentation options. Provides a process for updating, maintaining and modifying an existing supported web site. Work with business analyst, project manager or end user to gather requirements. Provide system coding as needed. Ensure commonwealth standards are followed. Plan and coordinate web site modifications with the business owner. Service Levels Agreed upon uptime between the business owner and development team. Additional Information None
Security Services Commonwealth User Provisioning and Self-Service (CUPSS) Service Description Automated management of users in the CWOPA domain and Microsoft Exchange based on HR activity – mandatory service for all agencies, etc. under the Governor’s jurisdiction. What is Included Automated account creation, separation, other changes based on HR activity, some manual operations (including group management, account suspension, resets), password changes or reset of forgotten password. Service Levels None Additional Information Reference documents which provides more in-depth details of this service are available at .
Security Services Computer Forensics Investigations Service Description Service Offerings provided by the Office of Administration, Office for Information Technology, Enterprise Technology Services Office (ETSO). What is Included Provides systematic inspection of commonwealth systems and their contents for evidence or supportive evidence of cybercrimes or another computer use that is being inspected. Collects and analyzes evidence in a fashion that adheres to standards of evidence that are admissible in a court of law. Identifies the cause of incident. Contains compromised service. Identifies policy violation. Recommends appropriate repair of discovered vulnerabilities. Performs scanning and evaluation after repair of device. Service Levels None Additional Information Reference documents which provides more in-depth details of this service are available at .
capture each users “keystrokes” as they type away across the keyboard. No antivirus on the machine to stop it would send the keystrokes to distant lands. Commonwealth data in the hands of hackers. That would certainly lead to a large # of data breaches which the commonwealth could not afford to have - both financially, as well as the damage there events would undoubtedly cause to the commonwealth's reputation. Advance Persistent Threat Agent The Endpoint Agent, also referred to as the "HX Agent", protects your networks by monitoring each endpoint device or host, collecting real-time data of events occurring on the endpoint, and identifying threat activity and evidence on the host that routinely bypass signature-based and defense-in-depth security systems (i.e. APT and Zero Day attacks). Threat activity and evidence include: - Unauthorized use of valid accounts - Trace evidence and partial files - Command and control activity - Known and unknown malware - Suspicious network traffic - Valid programs used for malicious purposes - Unauthorized file access Adaptive security requires monitoring of all threat vectors, including fast, accurate assessments of potential cyber attacks tracked to endpoint activity. The Endpoint Agent allows you to detect, analyze, and respond to targeted cyber attacks and zero-day exploits on the endpoint. When the finds evidence of potential compromises, it reports this information to the HX & HXD Series appliance. It also retrieves information and tasks (jobs) from the HX & HXD Series appliance and performs them. Tasks include upgrading indicators, requests for forensic information (file, triage, and data requests), and requests to contain the host machine. Service Levels None Additional Information Additional information Endpoint Protection can be found at or
Security Services Information Technology Governance, Risk, and Compliance Solution Service Description The IT GRC solution provided by OA/OIT EISO encompasses a cyber-security risk framework which will show an enterprise an organizational view of security and IT risk across the enterprise – agency. The solution can be accessed by IT and business executives to view enterprise and agency risk, risk scores, and risk mitigation strategies. The solution provides an avenue to tie cyber to business risk across all agencies, and provides compliance metrics and reporting to IT admins, IT leaders up to the Governor cabinet level. The solution can be used to: Implement a cost effective IT GRC solution. Assess IT risk across the enterprise. Show compliance maturity. Assist agencies with tracking & mitigating IT risks. Show an enterprise and agency level IT risk score to all stakeholders. What is Included The solution includes the following services and access to supporting toolkits: Risk baseline: Establish and monitor a baseline security risk posture using leading industry standard such as the National Institute of Standards and Technology (NIST), Cyber Security Framework (CSF), consistently across the Commonwealth enterprise. Risk baseline identifies presence of similar weaknesses across the enterprise, and provides a correlation of root causes. Regulatory compliance: Develop competency on Commonwealth and federal regulations to assist agencies to perform periodic audits and review for readiness. Establish and monitor an enterprise Plan of Action & Milestones (POA&M): This helps identify and establish collaboration of agencies to implement similar safeguards. POA&M will be continuously monitored for completion of milestones. Security policy exception management: Maintain and monitor agency and datacenter exceptions to Commonwealth’s established security policy and risk baseline/POA&M. Financial risk management: Support the Commonwealth’s comptroller team to use OA EISO risk management automation for financial/cost management. Vulnerability assessment and penetration testing: Perform periodic assessments on the Commonwealth’s IT assets. Security Incident Management: Provide an enterprise platform OA
Vulnerability Management Service Description Delivers mechanisms to prevent and/or defend against cyber-attacks as well as reduce vulnerabilities. What is Included Exam application or network to determine adequacy of security measures with vulnerability scans and testing. Deploy and maintain anti-virus software. Isolate and remediate infected systems. Evaluate the security of a system or network through penetration testing. Provide customized reports outlining options for remediation. Service Levels None Additional Information Reference documents which provides more in-depth details of this service are available at . Security Services
Software as a Service Address Verification Service Description Access to web services that clean and verify mailing lists containing street addresses. What is Included Offers a shared service for use by multiple agencies. Leverages the OA address verification infrastructure. Processes a file containing a single address (one address at a time). Processes a file that contains multiple addresses. Qualifies batch processing of addresses for postal discounts. Provides a developer integration guide for integrating applications with the web services. Monthly data updates. Address Verification Software Updates. Maintains 3-5 second web service response time. Provides a Graphical User Identification and Password per application. Service Levels Availability Service Level Objective: Target 99% uptime. Response Time Service Level Objective: Urgent –Production service is unavailable – Immediate. High – Connectivity issue or performance issue – 1 business day. Medium – Firewall Port to be open – 2 – 5 business days. Low – Questions or Informational request – 6 to 10 business days. Additional Information None
Software as a Service Geocoding Service Description Access to web services that provide a latitude and longitude for street addresses. What is Included Standard features of this service are: Offers a shared service for use by multiple agencies. Leverages the OA Matchmaker software license. Processes a file containing a single address (one address at a time). Processes a file that contains multiple street addresses. Provides the ability to obtain boundary information per point (i.e. what municipality does a point fall within). Provides a developer integration guide for integrating applications with the web services. Semi-annual data updates. Maintains 3-5 second web service response time. Provides a Graphical User Identification and Password per application. Optional features of this service are: Customers may submit a file for geocoding. Under this optional service feature, data field definitions represent the following: Address = Required street address. City = City where Address is located. State = Valid 2-character State abbreviation where the address is located. Zip = 5 or U.S. Postal Code of where the address is located. Record Id (optional). Service Levels Priority Levels and Allowable Response Critical– within 30 minutes to respond to customer High– up to 8 hours to respond to customer Medium– up to 24 hours to respond to customer Low– up to 48 to respond to customer “Response Time” is defined as the time between receipt of the call and/or ticket and the time that work on the problem begins. Due to the wide diversity of problems that can occur, and the methods needed to resolve them, response time is not defined as the time between the receipt of a call and/or ticket and problem resolution. Availability Service Level Objective: Target 99% uptime. Additional Information None
Defect Defect Within 30 minutes at all times Defect Within 2 hours at all times Critical Defect Classified as P2 Defect Within 2 hours at all times Classified as P3 Defect Within 12 hours on ServiceNow business days, excluding holidays Defect Classified as P3 Defect Within 12 hours on ServiceNow business days, excluding holidays Classified as P4 Defect Within 24 hours on ServiceNow business days, excluding holidays Other No target initial response time No target initial response time Additional Information The Commonwealth’s IT Service Management tool is ServiceNow. This service offering is Software as a Service.
Software as a Service PA Map Gallery Service Description Delivers access to and/or the creation of commonly used web maps and/or web mapping functionality. What is Included Allows business partners, primarily Commonwealth agencies, local and federal government agencies, law enforcement, and first responders to gain access to commonwealth maps. Maps are accessible over the Internet/Intranet. Security – Windows authentication against active directory. Framework containing commonly used web mapping functionality such as zoom in, zoom out, routing/driving directions, spatial reporting, automatic vehicle tracking, map annotation, secure maps, map user management, and much more. Service Levels Priority Levels and Allowable Response Times Critical– within 30 minutes to respond to customer High– up to 8 hours to respond to customer Medium– up to 24 to respond to customer Low– up to 48 hours to respond to customer “Response Time” is defined as the time between receipt of the call and/or ticket and the time that work on the problem begins. Due to the wide diversity of problems that can and the methods needed to resolve them, response time is not defined as the time between the receipt of a call and/or ticket and problem resolution. Availability Service Level Objective: Target 99% uptime. Additional Information None