Department of Technology Services Service Delivery Customer Forum Network, Application Hosting, CA.mail April 17, 2008

1. Slide Number 1 Department of Technology Services Service DeliveryCustomer ForumNetwork, Application Hosting, CA.mailApril 17, 2008

2. Slide Number 2 Opening RemarksPK Agarwal, DTS Director

3. Slide Number 3 Introduction DTS Services 8 DTS Services DTS Services being discussed today: Network Application Hosting CA.mail Service Level Management Service Managers Service Delivery Managers Service Teams Service Managers: Service Description; Fun Facts; Components; Responsibilities; Future Service Delivery Managers: Service Delivery; Performance; Capacity; Availability; Contingency Service Teams Maturing Service Delivery, Integrating Operational Silos Service Development vs. Service Delivery Balancing Resources and Priorities Service Managers: Service Description; Fun Facts; Components; Responsibilities; Future Service Delivery Managers: Service Delivery; Performance; Capacity; Availability; Contingency Service Teams Maturing Service Delivery, Integrating Operational Silos Service Development vs. Service Delivery Balancing Resources and Priorities

4. Slide Number 4 Service Catalog

5. Slide Number 5 Service CatalogDepartment Of Technology Services Peggy Just Peterson � Service Catalog Manager

6. Slide Number 6 Service Catalog DTS Service Catalogwww.servicecatalog.dts.ca.gov History Benefits What�s New Vision History � Published July 07. Benefits � Adding Service Manager and Service Delivery Manager names to the SC. What�s New � Vision - History � Published July 07. Benefits � Adding Service Manager and Service Delivery Manager names to the SC. What�s New � Vision -

7. Slide Number 7 Network

8. Slide Number 8 NetworkDepartment Of Technology Services Ron Onodera � Service Manager

9. Slide Number 9 NetworkService Description Enterprise Wide Area Network (WAN) Edge (Customer location) Distribution (Point of Presence) Core Metropolitan Area Network (MAN) Internet Access Technology Refresh Business Partner Access CALNET

10. Slide Number 10 NetworkService Components Circuits Routers Switches Firewalls

11. Slide Number 11 NetworkService Size 2,775 Edge Access Points 11 Distribution Sites 46,600 Interfaces

12. Slide Number 12 NetworkDTS Responsibilities Design/Implement/Manage Network Access Equipment Site Support Access Circuits Statewide Backbone Domain Name Service IP Addresses

13. Slide Number 13 NetworkCustomer Responsibilities Customer Location(s) Connectivity Requirements Local Area Networks (LAN) Firewalls Infrastructure (e.g. HVAC, electrical)

14. Slide Number 14 NetworkShared Responsibilities Change Management Connectivity Support Circuit Size

15. Slide Number 15 NetworkThe Future Converged Services Wireless Networking High Availability Encryption

16. Slide Number 16 Application Hosting

17. Slide Number 17 Application HostingDepartment Of Technology Services Stephen Hensley � Service Manager

18. Slide Number 18 Application HostingService Description Standard Servers and Operating Systems Tiers of Storage Software Tools Product Support

19. Slide Number 19 Application HostingService Size 30 LPars - 9300 MIPS zOS 850 Windows� Servers 260 Unix Servers 300 TB of Disk Storage 1,200 Databases 300 CICS� Regions 200 Web Sites

20. Slide Number 20 Application HostingService Components Platform Software Database Storage Platform � Hardware and Software zOS AIX Solaris Windows Software � Support for: CICS Websphere Web server (HIS/Apache) Application Security MQ Series Other products: Languages Database � DB/2 UDB Oracle SQL Tamino ADABAS focus IDMS Informix Storage � Scalable/reliable Shared storage infrastructure Tape storage for user data available on zOS platform. Backup & Restore � Backup services to permit the recovery of lost disk volumes and data files including off-site storage of backup tapes. No backup/restore services included for tape data. Output � Printing and Microfiche and file transfer. Printing to paper is available at the client site for all platforms and available as a service including high quality output on various types of forms including delivery from the zOS platform. Output to microfiche instead of paper is available from zOS. Output for online viewing is available on all platforms. Output via file transfers (FTP) is available from all platforms. Courier - The DTS offers a courier for transport between designated locations. -Scheduled Weekly Courier - Unscheduled/Weekend/Holiday Courier - Emergency Courier (Offsite Tape Retrieval) Other � SMTP Relay service; ListServ Platform � Hardware and Software zOS AIX Solaris Windows Software � Support for: CICS Websphere Web server (HIS/Apache) Application Security MQ Series Other products: Languages Database � DB/2 UDB Oracle SQL Tamino ADABAS focus IDMS Informix Storage � Scalable/reliable Shared storage infrastructure Tape storage for user data available on zOS platform. Backup & Restore � Backup services to permit the recovery of lost disk volumes and data files including off-site storage of backup tapes. No backup/restore services included for tape data. Output � Printing and Microfiche and file transfer. Printing to paper is available at the client site for all platforms and available as a service including high quality output on various types of forms including delivery from the zOS platform. Output to microfiche instead of paper is available from zOS. Output for online viewing is available on all platforms. Output via file transfers (FTP) is available from all platforms. Courier - The DTS offers a courier for transport between designated locations. -Scheduled Weekly Courier - Unscheduled/Weekend/Holiday Courier - Emergency Courier (Offsite Tape Retrieval) Other � SMTP Relay service; ListServ

21. Slide Number 21 Application HostingDTS Responsibilities Design/Implement/Manage Infrastructure Hardware and Software Support Software Licensing System Monitoring System Security Enterprise and DTS Internal Network Periodic Refreshes of Technology

22. Slide Number 22 Application HostingCustomer Responsibilities Application Development and Support Database Administration Application Performance Tuning Internal Customer Network

23. Slide Number 23 Application HostingShared Responsibilities Connectivity Security Capacity Planning Software Installation Application Configuration Delivery of the application to the end client Delivery of the application to the end client

24. Slide Number 24 Application HostingThe Future Hardware and Software Upgrades Server Consolidation Disaster Recovery Encryption Storage Tiers Enhanced Availability zOS Upgrade to 1.9 starting Fall 2008 Solaris 8 out of support � AIX 6.0 Windows � Server 2008 zOS Upgrade to 1.9 starting Fall 2008 Solaris 8 out of support � AIX 6.0 Windows � Server 2008

25. Slide Number 25 CA.mail

26. Slide Number 26 CA.mailDepartment Of Technology Services Kevin Piombo � Service Manager Planning Direction of the service � future enhancement and service direction Coordination of all service components Meeting with customers � customer feedback Promote service Planning Direction of the service � future enhancement and service direction Coordination of all service components Meeting with customers � customer feedback Promote service

27. Slide Number 27 CA.mailService Description Common Messaging Platform Outlook Web Access Shared Global Address List Hardware Redundancy Exchange Customer Admin Tool Anti-spam / Anti-virus BlackBerry� Goal is to establish a common messaging, calendaring, and directory service for the State of CA � Ability to share calendars and resources across departments Secure access through Outlook Web Access Currently have clustered mailbox servers, redundant server and network components for operational recovery and fault tolerance ECAT � customer account administration, mailbox limits, distribution list maintenance Anti-spam, anti-virus for security Blackberry servicesGoal is to establish a common messaging, calendaring, and directory service for the State of CA � Ability to share calendars and resources across departments Secure access through Outlook Web Access Currently have clustered mailbox servers, redundant server and network components for operational recovery and fault tolerance ECAT � customer account administration, mailbox limits, distribution list maintenance Anti-spam, anti-virus for security Blackberry services

28. Slide Number 28 CA.mailService Size Mailboxes 20,000 Storage 1.5 Terabytes Customers 15 Messages Sent/Received 143 Million Summer of 2007 the 143 million/monthly was 60 million/annually � nearly 30 times increase in message volumeSummer of 2007 the 143 million/monthly was 60 million/annually � nearly 30 times increase in message volume

29. Slide Number 29 CA.mailService Components Messaging Windows� Hosting Network Storage Messaging � Exchange, Blackberry, SMTP, OWA, Spam Filtering, Migrations Windows - Hardware and O/S, Active Directory, System Monitoring Network - Circuits, Design (CSGnet and DTS Internal) Storage � SAN, Backup, Recovery Database � SQL (supports various tools like Blackberry) Security � Vulnerability scanning, intrusion detection, policies Admin � Purchasing, contract management, rate analysis Service Desk � Incident management, ticketingMessaging � Exchange, Blackberry, SMTP, OWA, Spam Filtering, Migrations Windows - Hardware and O/S, Active Directory, System Monitoring Network - Circuits, Design (CSGnet and DTS Internal) Storage � SAN, Backup, Recovery Database � SQL (supports various tools like Blackberry) Security � Vulnerability scanning, intrusion detection, policies Admin � Purchasing, contract management, rate analysis Service Desk � Incident management, ticketing

30. Slide Number 30 CA.mailDTS Responsibilities Design/Implement/Manage Infrastructure Hardware and Software Support Software Licensing Active Directory� System Monitoring System Security Enterprise and DTS Internal Network DTS is responsible for the setup, design, and support of the CA.Mail infrastructure. This includes the OS and application software patching, hardware and software refresh. This includes all of the server hardware and software products maintained at DTS, as well as all of the server software and licenses required to maintain compliance. DTS maintains the Active Directory forests used by CA.Mail, as well as assist customers with establishing active directory authentication to CA.Mail DTS performs all system monitoring and security scanning. Security scans the servers as well as monitors the network for malicious traffic. DTS is responsible for not only maintaining the internal DTS network, but also the statewide network used by all customers.DTS is responsible for the setup, design, and support of the CA.Mail infrastructure. This includes the OS and application software patching, hardware and software refresh. This includes all of the server hardware and software products maintained at DTS, as well as all of the server software and licenses required to maintain compliance. DTS maintains the Active Directory forests used by CA.Mail, as well as assist customers with establishing active directory authentication to CA.Mail DTS performs all system monitoring and security scanning. Security scans the servers as well as monitors the network for malicious traffic. DTS is responsible for not only maintaining the internal DTS network, but also the statewide network used by all customers.

31. Slide Number 31 CA.mailCustomer Responsibilities Desktop/Outlook Support Client Licenses BlackBerry� Device Support Internal Customer Network The customer is responsible maintaining the client-side components which includes the desktop and Outlook, including the configuration of Outlook to connect to CA.Mail The customer is responsible for the acquisition and support of mobile device that connect to CA.Mail, such as Blackberrys. Customers must maintain their own firewalls and internal networks.The customer is responsible maintaining the client-side components which includes the desktop and Outlook, including the configuration of Outlook to connect to CA.Mail The customer is responsible for the acquisition and support of mobile device that connect to CA.Mail, such as Blackberrys. Customers must maintain their own firewalls and internal networks.

32. Slide Number 32 CA.mailShared Responsibilities Authentication BlackBerry� Device Activation Connectivity Customer Email Migrations Version Upgrades Training It is imperative that the customers and DTS staff work closely together in establishing network and Active Directory connectivity between the customer site and DTS. The customer and DTS work closely when activating a Blackberry device to access CA.Mail. The migration of new customers to CA.Mail is a very collaborative effort that take close coordination between DTS and its customer. Some version upgrades to components of the CA.Mail infrastructure require coordination between DTS and the customer. Training � ECAT (DTS), Outlook (Client) It is imperative that the customers and DTS staff work closely together in establishing network and Active Directory connectivity between the customer site and DTS. The customer and DTS work closely when activating a Blackberry device to access CA.Mail. The migration of new customers to CA.Mail is a very collaborative effort that take close coordination between DTS and its customer. Some version upgrades to components of the CA.Mail infrastructure require coordination between DTS and the customer. Training � ECAT (DTS), Outlook (Client)

33. Slide Number 33 CA.mailThe Future Exchange 2007 Authentication Active Directory� Windows� Mobile/Exchange ActiveSync Service Continuity Encryption E-Discovery Archiving Exchange 2007 � scheduled to move DTS on by 2nd quarter 2008 Setting up an authentication AD so that customers don�t have to have their own AD or establish a trust Looking at Windows Mobile as an alternative to Blackberry � anticipate that it will be a lower cost option SLAs � working on establishing service level agreements around system availability and performance. We are planning on starting with a few SLA items for CA.Mail and then expanding the list over time. The plan is to have the initial SLAs this calendar year. Working on setting up site redundancy for the email service. Once implemented this will give our customers a more fault tolerant system in case one of our sites becomes incapacitated Encryption � secure delivery of email both within the service and to external recipients � looking at alternatives and hope to have an offering by 4th quarter 2008 E-Discovery � this is an evolving requirement centered need to retain and search through emails in the event of a litigation. We are looking at various alternatives. The marketplace for this is also evolving. - 4th quarter Archiving � We are looking at archiving to meet a couple of requirements that we are seeing. Archiving will be necessary in the event of a litigation hold so that we can save data on to a lower cost storage platform. We also are seeing the need to employ this to move older mail data to a lower cost storage platform. This will save our customers money, as well as allow them to retain larger volumes of historical data.Exchange 2007 � scheduled to move DTS on by 2nd quarter 2008 Setting up an authentication AD so that customers don�t have to have their own AD or establish a trust Looking at Windows Mobile as an alternative to Blackberry � anticipate that it will be a lower cost option SLAs � working on establishing service level agreements around system availability and performance. We are planning on starting with a few SLA items for CA.Mail and then expanding the list over time. The plan is to have the initial SLAs this calendar year. Working on setting up site redundancy for the email service. Once implemented this will give our customers a more fault tolerant system in case one of our sites becomes incapacitated Encryption � secure delivery of email both within the service and to external recipients � looking at alternatives and hope to have an offering by 4th quarter 2008 E-Discovery � this is an evolving requirement centered need to retain and search through emails in the event of a litigation. We are looking at various alternatives. The marketplace for this is also evolving. - 4th quarter Archiving � We are looking at archiving to meet a couple of requirements that we are seeing. Archiving will be necessary in the event of a litigation hold so that we can save data on to a lower cost storage platform. We also are seeing the need to employ this to move older mail data to a lower cost storage platform. This will save our customers money, as well as allow them to retain larger volumes of historical data.

34. Slide Number 34 Service Maturity

35. Slide Number 35 Service Maturity Service Expectations Operational Level Agreements (OLA) Service Level Agreements (SLA) Total Cost of Ownership (TCO) Service Expectations Customer Service Expectations are high. OLA SLA TCO Standardization Moving away from one of a kind solutions SOA Service Expectations Customer Service Expectations are high. OLA SLA TCO Standardization Moving away from one of a kind solutions SOA

36. Slide Number 36 Service Maturity Challenges Resource (DTS, Customers, Vendors) Alignment with the State Budget Cycle Resources (DTS, Customers, Vendors) Retirement. Lack of younger IT professionals with mainframe technology. Customer FSRs often do not include DTS resources. Changing Technology � A rapidly changing technological environment requires the ability to rapidly change. Alignment with the State Budget Cycle Planning for Customer Projects. Planning for Refreshes. ** Early Involvement � Include Service Managers early in the planning of projects. Resources (DTS, Customers, Vendors) Retirement. Lack of younger IT professionals with mainframe technology. Customer FSRs often do not include DTS resources. Changing Technology � A rapidly changing technological environment requires the ability to rapidly change. Alignment with the State Budget Cycle Planning for Customer Projects. Planning for Refreshes. ** Early Involvement � Include Service Managers early in the planning of projects.

37. Slide Number 37 Closing Remarks

38. Slide Number 38 Q & A

39. Slide Number 39 Contact Information Peggy Just Peterson peggy.peterson@dts.ca.gov (916) 464-3748 DTS Service Catalog Manager Ron Onodera ron.onodera@dts.ca.gov (916) 739-7964 DTS Service Manager - Network Stephen Hensley stephen.hensley@dts.ca.gov (916) 464-5132 DTS Service Manager - Application Hosting Kevin Piombo kevin.piombo@dts.ca.gov (916) 464-3663 DTS Service Manager - CA.mail