Enterprise Shared Infrastructure 2008 Service Catalog

1. Enterprise Shared Infrastructure 2008 Service Catalog Consulting Services Enterprise Systems and Data Management Services Infrastructure Development and Support Services Workplace Collaboration and Communication Services Internal Services As a center of excellence for technical knowledge relating to the IT infrastructure, ESI provides a variety of consulting services across multiple platforms and technologies Enterprise Shared Infrastructure offers a suite of Systems and Data Management Services that span the spectrum of client data storage, accessibility, security and recovery needs ESI provides the core IT infrastructure required to support Business objectives Workplace Collaboration and Communication Services enables effective and efficient collaboration across the enterprise and with outside business partners Many internal fulfillment processes support ESI's operations and drive organizational maturity Project Management Server Administration Network WAN/LAN Services Telephony Systems (PBX and VoIP) Service Level Management Technology and Architecture Design Windows Server Antivirus Wireless LAN Services Enterprise Messaging Regulatory Compliance Services Systems Monitoring, Reporting and Event Mgmt Database Administration Data Center Management Services Perimeter Services Change Management Systems Performance Test Consulting Services Tier One Service Support Print Infrastructure Management Audio Video Web Bridging Services Financial Management Service Continuity and Disaster Recovery Test System Administration and Support Services Workforce Management Identity Management and Name & Directory Services Long Range Planning and Process Improvement Enterprise Storage Capacity Management DRAFT Enterprise Backup and Recovery Vendor Management Data Archive Configuration Management

2. Project Management The ESI Project Management Organization (PMO) employs industry best practices, principles, methodologies and procedures to ensure that projects are completed on time, on budget and as required. X X • The ESI PMO specializes in global project planning and execution across a wide range of enterprise infrastructure and application disciplines including: • Data Center and Cable Plant • Network • Storage • Application Hosting • Print Services • Database • Audio/Visual

3. Technology and Architecture Design Consulting ESI offers Technology and Architecture planning, design, implementation and management services based on extensive real-world experience, industry-leading methods and best practices X X ESI provides technology and architecture design consulting services across all areas of <Company>'s IS Infrastructure including: • Systems and Server across Windows, Citrix, Unix, Linux, and VMWare platforms • Database across Oracle, SQL, Sybase and Informix platforms • Network including data, voice and video • Enterprise Storage pertaining to application and database, home directory and fileshare including Backup and Recovery planning • Data Center and Cable Plant • Audio Visual • Identity Management and Directory Services including Network Access, Authentication and Authorization, Network Naming and Certificate Authority services

4. Enterprise System Monitoring, Reporting and Event Management The Enterprise Command Center provides 24x7x364 monitoring of the infrastructure to enable improved service and application availability as well as improved response and communication of outages. When an event occurs, the ECC facilitates all necessary steps required to resolve the issue and ensure the continuity of business operations. X X • Event Identification • Escalation • Network Documentation • Continuous Availability and Predictive monitoring including Network, Authentication, Internet/Firewall, email/Calendaring, File Services, Security Intrusion, and Incident Handling (time to resolution) • Service specific monitoring of systems at time of change Enterprise Command Center

5. Systems Performance Test Consulting Services X This service provides support to Project Managers, Business Analysts and other project members pertaining to the design and execution of Performance Testing of enterprise systems. The ETL Team also provides a “Production like” testing facility as well as professional System Testing Administration and Support services which can provide tremendous value during test execution. Follow the link below to see more details of this service. X Test System Administration and Support Services • Test Tool Administration • Project Support • Test script development • Performance test results analysis and system tuning • Test process mgmt and guidance • Standards development • Training on test tool

6. IT Service Continuity Management and Disaster Recovery Services X The IS Business Continuity Team leads, guides and facilitates Information Systems organizations in defining and implementing their business continuity strategies, ensuring that they meet or exceed well defined business requirements for continuity of services in a cost effective manner. By facilitating facilitates the strategic planning process, the team aids in minimizing the impact of an event or disaster on the infrastructure and the business. X ESI Business Continuity

7. Server Administration The server administration team provides a full range of administration services across all of <Company>'s complex computing platforms including Windows, Citrix, Unix, Linux, Solaris, IRIX and VMWare. X X • System and server deployment • Installation and maintenance of standard operating system images • Systems security administration and audit, • Application support • Windows server anti-virus administration • Web Services

8. Windows Server Anti-Virus X The Technology Utility Services group provides and administers software that detects threats at the server level, and suggests or takes corrective action X • Administration of Server Protect and Scan Mail software • Pattern files • Updates • Reporting

9. Database Administration The database administration team provides a full range of administration services across multiple technologies including Oracle, SQL, Sybase and Informix X X Services include database design and deployment, maintenance, performance analysis, and security administration and audit ESI DBA Team

10. Tier One Service Support X Tier One Service Support spans the Enterprise Systems and Data Maintenance Services categories on services that have been designated as Tier One. In addition to leveraging the roles and responsibilities within each area, Tier One Service Support places additional focus on proactively mitigating any service downtime. X • KTLO – Production Environment • Server Administration • Windows Server Anti-Virus • Database Administration • ID Management • Enterprise Storage • Enterprise Backup and Recovery

11. Test System Administration and Support Services Provides support to Project Managers, Business Analysts and other project members during test execution of systems prior to release into the <Company> Production environment. In addition, the ETL is an excellent facility to support proof-of-concept efforts. The ETL Team also provides Systems Performance Test Consulting Services. Follow the link below to see more detail of this service. X X Systems Performance Test Consulting The ETL Team provides an excellent “<Company> Production like” test facility which provides a controlled and safe test environment to facilitate performance and other types of testing. • System Administration and Support includes: • Installation and configuration of Windows, Unix, Linux, database and web servers • Network configuration • Storage • Backup • VMWare Enterprise Test Lab

12. Identity Management and Name & Directory Services The Identity Management and Name & Directory Services Team administers the digital identity data of users who access <Company>'s networks and systems. This is critical to assuring that users can access applications and network resources, that applications and resources are appropriately protected, and that company and user privacy is maintained. Although many of the benefits of this service are transparent, we enable faster and more effective account creation, revocation and login, and safer, more efficient and secure data transmission over the network. X X Identity Management and Name & Directory Services consist of four distinct sub components. Click on the links below for a more detailed look at these offerings: Network Access Services Authentication and Authorization Network Naming Certificate Authority Identity Management

13. Network Access Services Return to IDM and Name & Directory Services Access to the network is provided via Active Directory. Active Directory is a centralized and standardized system designed especially for distributed networking environments that automates network management of user data, security, and distributed resources, and enables interoperation with other directories X X Active Directory is a centralized and standardized system that automates network management of user data, security, and distributed resources, and enables interoperation with other directories. Active Directory is designed especially for distributed networking environments. Return to IdM and Name & Directory Services Identity Management

14. Authentication and Authorization Services Return to IDM and Name & Directory Services Authentication is the process of identifying the user and determining whether the user is "who they claim to be." Authorization is the process of determining whether a specific authenticated user should be given access to what they are requesting. Different applications perform authentication and authorization depending on the nature of the request. X X • Siteminder is an access management software that provides enterprises with centralized security services for managing user authentication and access to Web-based applications • LDAP is a software protocol for enabling anyone to locate organizations, individuals, and other resources in a network. LDAP supports application authentication and authorization. • NIS+/LDAP is a directory for native Unix user authentication and authorization Return to IdM and Name & Directory Services Identity Management

15. Network Naming Services Return to IDM and Name & Directory Services X Internal DNS/Network Name Services provide resolution of a Name to an IP address and vice versa (i.e. resolution of an IP address to a name) X • DNS (The domain name system) is the way that Internet domain names are located and translated into Internet Protocol addresses. A domain name is a meaningful and easy-to-remember "handle" for an Internet address. • DHCP/IP Management (Dynamic Host Configuration Protocol) system is designed to provide the necessary IP address information allowing client machines to automatically connect and communicate on a TCP/IP network after startup. • WINS/Network Name Services Provides simplified name to IP registration services via shortened NetBIOS naming for Microsoft clients and servers as an alternative to standard long DNS naming conventions Identity Management Return to IdM and Name & Directory Services

16. Certificate Authority Services Return to IDM and Name & Directory Services X Housed in the Enterprise Directory, the Certificate Authority Service issues digital certificates which make applications more secure by enabling them to encrypt information sent over the network. This solution lets <Company> issue its own certificates for internal applications or services at a cost savings of up to $1000 per certificate. X Certificate Authority (CA) is an authority in a network that issues and manages security credentials and for message encryption. It includes a public keys within the public key infrastructure (PKI). The CA checks with a registration authority to verify information provided by the requestor of a digital certificate. If the RA verifies the requestor's information, the CA can then issue a certificate. Return to IdM and Name & Directory Services Identity Management

17. Enterprise Storage Services Enterprise Storage team provisions shared storage to <Company>. This includes storage for structured (application storage) and unstructured data (Home Directory and Department File Share). X X • Enterprise storage strategy • Architecture and deployment of shared storage environment that is reliable and available. • Provide support to application teams in design and implementation of storage required by the applications. • Home Directories for end users • Department File Shares • Overall storage system administration and support

18. Enterprise Backup & Recovery Backup and recovery services have designed a repeatable and scalable tape backup infrastructure capable of meeting business driven data recovery requirements in alignment with business continuity requirements. X X • Three levels of backup and recovery options are available dependent upon customer need. These levels of service map to our Service Level Management agreements: • Value • Standard • Premium Enterprise Backup and Restore

19. Data Archive Services X Data Archive is a specialized backup and recovery service used to store a specific end of life dataset on durable media for recovery upon request. Period of retention complies with the Corporate Compliance Records Retention Policy. X Placeholder

20. Configuration Management X Configuration management provides a logical model of <Company>’s infrastructure and services by identifying, controlling, maintaining, and verifying all versions of Configuration Items in existence. Configuration Management provides accurate information on configurations and their documentation to support multiple Service Management processes, specifically Incident, Problem, Change, and Release Management. X • Accurate recording and reporting of all IT services, infrastructure assets and configurations within the IS organization • Periodic verification of all configuration records against the infrastructure and management of process to correct exceptions

21. Network WAN/LAN Services The network architecture team provides a full range of technology, and infrastructure deployment and maintenance services across a broad range of data, voice and video technologies X X • Services include: • Network application analysis and performance optimization • Application load balancing, and capacity planning • Global Bridging Services

22. Wireless LAN Services Wireless LAN services provide access for client laptops to <Company>'s intranet from select <Company> sites and from public hotspots without being physically connected to the network X X • Services includes: • Wireless Access Point installation and configuration • Client Wireless NIC configuration and support • Tech support and troubleshooting • Setup and support for executive travel and offsite events

23. Data Center Management Services Data Center Management services provide reliable, scalable, available and security-rich centralized repositories for the storage, management, and dissemination of data and information. X X • Services include: • Hardware acquisition and staging • OS image build, load, control and storage • Hardware maintenance • Data center and utilities capacity management • Space provisioning including rack, stack and connectivity • Data center physical security

24. Print Infrastructure Management X The Technology Utility Services group manages the print services infrastructure, providing printing resources to the enterprise. X • Service Includes: • Printer Clustering • Drivers • Configuration

25. Telephony Systems (PBX and VoIP) X PBX (Private Branch Exchange) is a private telephone network used within an enterprise. Users of PBX share a certain number of outside lines. VoIP converges voice, data, and video. Wireless Voice X • Service includes: • Dial tone • Call Centers • Voice Mail Network • Call Detail Reporting • Call Recording • E911 Services

26. Enterprise Messaging Enterprise Messaging is composed of various types of secure and reliable electronic messaging and information services required to support effective communication and exchange of information within and without the company. X X Enterprise Messaging Services consists of seven distinct sub components. Click on the links below for a more detailed look at these offerings: Internet E-mail Routing & Protection Internal E-mail Routing & Mailbox Mgmt. Webmail Wireless Message Routing Electronic Fax External DNS External FTP

27. Internet E-mail Routing & Protection Return to Enterprise Messaging Services Internet E-mail Routing and Protection assures that e-mail is reliably delivered to and from the Internet, is properly secured with designated partners, and is free from the nuisances of spam and viruses. X X Placeholder Return to Enterprise Messaging Services

28. Internal E-mail Routing & Mailbox Management Return to Enterprise Messaging Services Internal e-mail routing and mailbox management consists of providing mailboxes for users and other resources, maintaining them in a global address list, and efficiently routing messages to and from them. Mailbox services include e-mail, task and personal contact repositories, as well as personal and shared calendaring. X X Placeholder Return to Enterprise Messaging Services

29. Webmail Return to Enterprise Messaging Services X X Webmail provides a secure web-based method for users to access their <Company> mailbox. Staff who have been allocated a SecureID keyfob can use a common web browser from anywhere on the Internet to authenticate against the <Company> network and have basic access to their <Company> mailbox. Within the <Company> network, any user can also use the service to access their mailbox with only a username and password from any computer with a web browser. It is an excellent option for those traveling or working outside their own office. X Placeholder Return to Enterprise Messaging Services

30. Wireless Message Routing Return to Enterprise Messaging Services X Wireless Message Routing assures that users who have been allocated a Goodlink Wireless Messaging device have real-time access to their mailbox. It requires that proper connectivity be maintained between <Company> and the wireless provider. This service also supports the forwarding of basic text messages to registered pagers and cell phones. X X Placeholder Return to Enterprise Messaging Services

31. Electronic Fax Return to Enterprise Messaging Services • Electronic Fax enables the sending or receiving of faxes directly from computer systems. It consists of 3 general classes of service: • Integrated business applications • Sending faxes from user desktops • Receiving faxes and routing to user mailboxes X X X Placeholder Return to Enterprise Messaging Services

32. External DNS Return to Enterprise Messaging Services X External DNS is an infrastructure service that allows <Company>’s publicly available services to be registered and found on the Internet. Whether accessed by patients, partners or staff, <Company>’s computer systems that are accessible from the Internet must have “registered” addresses in order to be accessible by other computer systems. X X Placeholder Return to Enterprise Messaging Services

33. External FTP Return to Enterprise Messaging Services X X <Company>’s External FTP service allows the exchange of files with parties external to <Company> using standard File Transfer Protocol (or FTP). Files can be transferred via automated process or on an ad-hoc basis using anonymous FTP. X X Placeholder Return to Enterprise Messaging Services

34. Perimeter Services Perimeter Services enables secure and reliable connectivity between the corporate intranet and the external web. X X Perimeter Services consists of three distinct sub components. Click on the links below for a more detailed look at these offerings: Global Remote Access Business to Business Connectivity Corporate Internet Access

35. Global Remote Access (GRA) Infrastructure Return to Perimeter Services Global Remote Access allows <Company> employees to connect their laptops to <Company>'s intranet anytime from anywhere in the world from a connection to the world wide web X X Maintain network hardware SecureID Return to Perimeter Services

36. Business to Business (B2B) Connectivity Return to Perimeter Services B2B Connectivity Services enables reliable and secure collaboration with external business partners across the network. Two connectivity options are available dependent upon the collaboration requirements: IPSEC (IP Security) VPN is used for when an external business partner needs to access a full blown application. Hardware is set up at both ends of the VPN tunnel and are configured to let specific content through both directions SSL VPN is used for when an external business partner needs only to access the <Company> portal. An <Company> SecureID is provided to the user X X • On the <Company> side, service includes: • Hardware (including firewall) selection, installation, configuration, troubleshooting and support • On the business partner side, service can include: • Hardware selection and shipping, configuration and maintenance Return to Perimeter Services

37. Corporate Internet Access Return to Perimeter Services Corporate internet access allows <Company> employees access to the world wide web from their client machines X X • Service includes: • Hardware installation and maintenance including firewall, routers and switches • Internet caching • Inbound A/V filter Return to Perimeter Services

38. Audio Video Web Bridging Services X Audio video web bridging services provides the Infrastructure for conference room communication. X • Service Includes: • Event Services (design and setup) • Room Installation • Room Configuration • Troubleshooting and Break-fix • AV Training

39. Service Level Management X The ESI Service Level Management team works closely with ESI customers to define the level of Infrastructure Services needed to support business requirements X • Identification of ESI Services that require Operational Level Agreements (OLAs) • Negotiation and Documentation of ESI OLAs • Representation of ESI in the global SLM process team • Maintenance of the Global Infrastructure Metrics process and portal, and governance of the Global Infrastructure Metrics Team

40. Regulatory Compliance Services X The ESI Regulatory Compliance function is dedicated to ensuring quality and regulatory compliance for computer related systems and processes under the control and responsibility of Enterprise Shared Infrastructure. X The ESI Regulatory Compliance Team provides regulatory compliance consulting services pertaining to GxP, SOX, and Data Security across ESI for systems and services including: • Systems and Servers across Windows, Citrix, Unix, Linux, and VMWare platforms • Database across Oracle, SQL, Sybase and Informix platforms • Network including firewall • Enterprise Storage pertaining to application and database, home directory and fileshare including Backup and Recovery planning • Data Center Identity Management and Directory Services including Network Access, Authentication and Authorization, Network Naming and Certificate Authority services

41. Change Management X Change Management ensures that standardized methods and procedures are used for efficient and prompt handling of all changes to <Company> Infrastructure and IS Services in order to minimize the impact of change related incidents on service quality. X Placeholder

42. Financial Management X Financial Management Services provides for the sound stewardship of monetary resources, and supports ESI in planning and executing its business objectives. X Financial Management consists of two distinct sub components. Click on the links below for a more detailed look at these offerings: Budget and Accounting Project Prioritization

43. Budget and Accounting Return to Financial Management X Budgeting is the process of predicting and controlling the spending of money within the ESI Organization. Accounting consists of a set of processes that enable ESI to fully account for the way money is spent. Together, these processes enable ESI to effectively manage the inflow and outflow of money from the organization. X Placeholder Return to Financial Management

44. Project Prioritization Return to Financial Management X Project Prioritization force ranks future proposed projects and initiatives by scientifically evaluating projected returns.This enables ESI’s ability to make sound business decisions regarding if and when to pursue improvement projects based upon business direction and need. X Placeholder Return to Financial Management

45. Workforce Management X Workforce management optimizes available ESI resources to improve demand management capabilities for client projects X Placeholder

46. Long Range Planning and Process Improvement X Organizational maturity and strategic planning drive improvement to service delivery X Placeholder

47. Capacity Management X Capacity management is the process of monitoring, analyzing and planning the effective use of computer resources X Placeholder

48. Vendor Management X • ESI requires vendor performance and contract management of the various external service providers. This service includes: • Single point of contact for escalation • Transition Management • Monthly reviews • SLA Management • Issue tracking and resolution • Communication • Reporting • Contract administration such as invoicing and credit management X Vendor Management encompasses contract management in four areas. Click on the links below for more detail: Server Hardware Maintenance Contract Management MAC Contract Management (PCC) MAC Contract Management (PCC) Server Hardware Maintenance Contract Management (HP) Durable Media Offsite Storage Management Carrier Billing Management Durable Media Offsite Storage Management Carrier Billing Management Software Maintenance

49. Server Hardware Maintenance Contract Management Return to Vendor Management Services X Delivers server hardware maintenance for <Company>’s Sun, HP and SGI servers. The goals of this service is to provide a consistent high level of service globally, reduce costs and provide a simple flexible framework to accommodate business changes. X • Provides: • On-site break/fix when required • Parts replacement • OS Software support • Firmware updates • BIOS updates • Manufacturer advisory notification Return to Vendor Management

50. MAC Contract Management Return to Vendor Management Services X Provides daily performance of communications cabling, moves, ands and changes (MAC) and Cabling Infrastructure activities within the <Company> Center. X • Day-to-day supervision of supplier technicians • Voice and data cabling • Troubleshooting cabling issues • Systems relocation • Building reconfiguration and support Return to Vendor Management