Service Details Summary Description. Service Name Telephone Included • Telephone service using state IP services or contracted traditional services NOT included • Cellular Phones Delivery Method • Dial tone to telephone handset Hours of Operation • 24 x 7 Service Details Summary Description Service Name WAN Included • IP Network Connection NOT included • Applications running on the network Delivery Method • Managed circuits and WAN devices Hours of Operation • 24 x 7 Service Details Summary Description Service Name Web Management Included • SDL Web (Tridion), Drupal Shared Hosting, and Search • Website development, design, hosting, search, and support NOT included • Customer application support • Optional: Quality Assurance website tool and Web Analytics Delivery Method • Fulltime support staff with access to MNIT on-premise and external cloud environments Hours of Operation • Production availability 7x24x365 Local Services Summary Service Details Summary Description Service Name Application Support Included Bug fixes, small enhancements, testing, release of custom applications NOT included New application design and development Delivery Method Job duties of a full-time local FTE Hours of Operation Normal business hours Service Details Summary Description Service Name Application Testing Included Testing of applications NOT included New application development Delivery Method Job duties of a full time local FTE Hours of Operation Normal business hours Service Details Summary Description Service Name Application Development (Limited) Included Application design, development, testing, release NOT included 3rd party application debugging, enhancements Delivery Method Job duties of a full-time local FTE Hours of Operation Normal business hours Service Details Summary Description Service Name Database Support Included Database management Creating, updating and deleting tables, fields and data elements NOT included Application development Database architecture Delivery Method Job duties of a full time local FTE Hours of Operation Normal business hours Service Details Summary Description Service Name Contracting Management Included Initiation, management, renewals, termination of contracts. NOT included Non I.T. contracts MNIT Enterprise contracts Delivery Method Job duties of a full-time local FTE Hours of Operation Normal business hours Service Details Summary Description Service Name IT Purchasing Included I.T. Commodities I.T. Contracts NOT included Non-I.T. commodities Non-I.T. contracts Delivery Method Job duties of a full-time local FTE Hours of Operation Normal business hours Enterprise Security Services Summary Service Details Summary Description Service Name Enterprise Vulnerability Management Commented [A1]: None of the services have hyperlinks - they were just underlined, so I removed the underlines. Included • Internal Vulnerability Scanning of desktops, servers, network devices and other supported devices • External scanning of internal facing devices • Communication of prioritized vulnerabilities • Oversight of remediation efforts on vulnerabilities • Configuration compliance scanning (emerging capability) • Web application security scanning • Veracode administration for teams using Veracode • Penetration and Red Team Services (emerging capability) NOT included • Devices not connected to MNIT managed networks • Devices not supported by TVMU tools Delivery Method • Fulltime support Staff • Automated scanning • MNIT Mall: Threat and Vulnerability Management Hours of Operation • M-F; 7 a.m.-5 p.m. • Emergency after hours support: MNIT Service Desk Service Details Summary Description Service Name Security Operations Center Included • Security Incident Response • Threat Research and SOC Daily Brief • Spam/Phishing Investigation • Security Operations Coordination • Security Monitoring • Enterprise Intrusion Detection and Prevention • Enterprise Web Content Filtering • Enterprise Endpoint Protection NOT included • Full service provided to MN executive branch and partner entities with core detection/alerting to other MNET customers • Monitoring is limited to network activity only for external MNET entities that do not participate in the Intrusion Detection and Prevention Service Delivery Method • Fulltime support staff • Email: xxx@xxxxx.xx.xx • Phone: 000.000.0000 • MNIT Mall: Report a Security Event Hours of Operation • Daily 6 a.m. – 6 p.m. • Emergency after hours support: MNIT Service Desk 24x7 Service Details Summary Description Service Name Digital Forensics Included • Data Preservation • Data Recovery • Security Incident Investigations • eDiscovery NOT included • Devices not owned by executive branch agencies Delivery Method • Fulltime support staff • MNIT Mall: Use the Agency Data & Legal Hold Request Form • SOC Phone: 000-000-0000 Hours of Operation • M-F: 6 a.m. – 2:30 p.m. • Emergency service daily 6 a.m. – 6 p.m. through the Security Operations Center • Emergency after hours support: MNIT Service Desk 24x7 Service Details Summary Description Service Name Enterprise Privileged Account Management Service Included • User license • Centralized, secure storage • Automatic password rotation • Automated Workflows • Security Awareness Training • Access oversight and audit NOT included • A self-service portal for password reset • Storage of personal passwords Delivery Method • Fulltime Support staff • MNIT Mall: Privileged Account Access Hours of Operation • M-F; 7 a.m.-5 p.m. • Emergency after hours support: MNIT Service Desk Service Details Summary Description Service Name Enterprise Digital Certificate and Encryption Key Management (PKI) Included • Management of external digital certificates • Management of internal digital certificates NOT included • Management of encryption keys Delivery Method • Fulltime Support staff • MNIT Mall: Security Certificates Hours of Operation • M-F; 7 a.m.-5 p.m. • Emergency after hours support: MNIT Service Desk Service Details Summary Description Service Name Enterprise Governance, Risk, and Compliance Included • IT Audit Coordination across agencies (ie: IRS, FBI, SSA, PCI, etc) • Securing the Human (Annual Security Awareness Training) • CJIS training coordination • Security ScoreCard Metrics process ownership • Anti-phishing training coordination • Statewide Security Policy and Standards (creation, publishing, curation) • Security finding management (audit findings, exceptions) • Xxxxxx management and administration • Risk assessment process ownership NOT included Delivery Method • Fulltime support staff Hours of Operation • M-F, 8 a.m.-5 p.m. via XXX@xxxxx.xx.xx Service Details Summary Description Service Name Project management Included Project charter Project oversight Meeting coordination Resource management Project reporting NOT included Business analysis Delivery Method Full time FTE Hours of Operation Normal business hours Revision Date 10/01/2018 Executive Summary Service Name: Project Management Description Project management is over site of approved IT initiatives to add new services or oversee significant changes to current systems that warrant full oversight and management due to complexity and costs. What systems or services are supported? • Approved IT related initiatives that are classified as projects, have resources assigned, and are fully funded. What services are included? • Project management includes an assigned project manager, project planning and oversight, and monthly status reporting. What services are NOT included? • Business analysis How will the service be delivered? • Assigned IT project manager as authorized by the MNIT@HLB IT Director. What are the hours of operation and how to get support? • Normal business hours • Project requests need to be initiated with the MNIT@HLB project manager. What are the business responsibilities? • The business needs to vet and approve all new efforts. Each effort will need business SME’s and leadership access as needed. • Funding for all approved efforts • Prioritization of HLB efforts Change Management Process/Termination • All changes will be approved by the designated business side application representative and MNIT@HLB IT Director. Service Details Summary Description Service Name Application Portfolio Management Included Software Development Lifecycle management Security review and monitoring NOT included Enhancement request prioritization Application development Project management Delivery Method Local FTE Hours of Operation Normal business hours Revision Date 10/01/2018 Executive Summary Service Name: Application Portfolio Management Description Application portfolio management is IT oversite and management of identified production applications. This is not related to applications in project status that are managed by a project manager. What systems or services are supported? • Production applications that have application development support o ALIMS o GL Suite o Laserfiche What services are included? • Software Development Lifecycle (SDLC) is a structured management service for production applications. SDLC includes IT governance, change management processes and scheduling, application security scans, and bug fix oversite. What services are NOT included? • It is the business’s responsibility to validate, authorize, and prioritize enhancement requests for development in portfolio applications and work with the portfolio manager for delivery. • Resources outside of portfolio management How will the service be delivered? • Assigned Portfolio manager will manage SDLC services as authorized by the MNIT@HLB IT Director. What are the hours of operation and how to get support? • Normal business hours • Applications and services that have completed the project phase will automatically be moved into portfolio management. What are the business responsibilities? • Report issues, bugs, or outages related to applications and services • Approve and prioritize enhancement requests • Provide adequate resources and funding to maintain all applications and services. When will regular maintenance be performed? • Monday through Friday 6:00 PM to 12:00 AM or 4:00 AM to 6:00 AM • Weekends/holidays 6:00 AM to 12:00 PM Change Management Process/Termination • All changes will be approved by the designated business side application representative and MNIT@HLB IT Director. Service Details Summary Description Service Name Application support Included Application oversight Database oversight Infrastructure management Troubleshooting Backup NOT included Application development Enhancement prioritization Database architecture Delivery Method Full time FTE Hours of Operation Normal business hours Revision Date 10/01/2018 Executive Summary Service Name: Application Support Description Technical oversight of portfolio applications, data, databases and associated support tools What systems or services are supported? • Production applications that have oversight o ALIMS o GL Suite What services are included? • Production support of the product in a team environment with appropriate business and contract staff as needed. Applications that have a data base component will include database oversight. • Security management and alignment with state requirements What services are NOT included? • Application development • User training How will the service be delivered? • Full time FTE What are the hours of operation and how to get support? • Normal business hours • Contact local MNIT services What will the response time be? Response Level Definition Example Response Target Return to Service Target Priority 1 Critical The hosted website, application, or web service is not operational for all or most users or citizens during scheduled availability A major function of the hosting service is not operational for multiple users during the hours that the service is scheduled for availability Application host error preventing access to application 3 hours 6 hours Priority 2 High A major function of the application or service is not operational and impacting many users Core application function returns error message and fails to process 4 hours 8 hours Priority 3 Med A minor function of the application or service is not operational and impacts a small number of users Unable to print a report 2 business days 10 business days Priority 4 Low A minor function of the application or service is impaired but functioning Generating a report that should take 5 minutes now takes 15 5 business days 21 business days What are the business responsibilities? • Report issues, bugs, or outages • Approve and prioritize enhancement requests • Maintain a contract with vendor for application development or in-house developer position(s) When will regular maintenance be performed? • Monday through Friday 6:00 PM to 12:00 AM or 4:00 AM to 7:00 AM • Weekends/holidays 6:00 AM to 12:00 PM Change Management Process/Termination • All changes will be approved by the designated business side application representative and MNIT@HLB IT Director. Service Agreement – Performance Metrics Revision 9/14/2018 v2. This section provides information related to the various performance metrics provided to agencies. Further information on each metric is available through the agency based CBTO or their designee. Performance Metrics There are multiple types of metrics available: • Security Risk Score (contains NOT PUBLIC security information) • Enterprise Services CBTOs may provide other metrics, including those representing locally delivered services as needed. The Security Risk Scorecard measures a number of key metrics and security controls for an agency yielding a numeric score on eight separate subject areas:
Appears in 3 contracts
Samples: www.lrl.mn.gov, www.lrl.mn.gov, www.lrl.mn.gov
Service Details Summary Description. Service Name Telephone Included • Telephone service using state IP services or contracted traditional services NOT included • Cellular Phones Delivery Method • Dial tone to telephone handset Hours of Operation • 24 x 7 Service Details Summary Description Service Name WAN Included • IP Network Connection NOT included • Applications running on the network Delivery Method • Managed circuits and WAN devices Hours of Operation • 24 x 7 Service Details Summary Description Service Name Web Management Included • SDL Web (Tridion), Drupal Shared Hosting, and Search • Website development, design, hosting, search, and support NOT included • Customer application support • Optional: Quality Assurance website tool and Web Analytics Delivery Method • Fulltime support staff with access to MNIT on-premise and external cloud environments Hours of Operation • Production availability 7x24x365 Local Shared Services Summary Summary Service Details Summary Description Service Name Application Support Geospatial Shared Services Included Bug fixes, small enhancements, testing, release • Enterprise Licensing for Geospatial Software • MN Geospatial Commons • Access and use of custom geospatial web services • Geospatial Managed Hosting • Access to PT Services for development and support of geospatial applications and web services NOT included New application design and development Delivery Method Job duties of a full• Fulltime support staff with access to the MNIT On-time local FTE Premise and external cloud environments Hours of Operation Normal business hours • Production availability 7x24x365 Center of Excellence Services Summary Service Details Summary Description Service Name Application Testing FileNet Electronic Document Management System (EDMS) Included Testing of applications • Monthly user license NOT included New application development • Data storage Delivery Method Job duties of a full time local FTE • Agency-specific web portal Hours of Operation Normal business hours • High availability 24x7x365, excluding scheduled maintenance Service Details Summary Description Service Name Application Salesforce Development and Support (LimitedSFDC) – Center of Excellence Included Application design• Development services, developmentlicensing, testingstorage, release platform support, add-on software, professional services. NOT included 3rd party application debugging, enhancements • Direct end user support of delivered solutions. Customers must respond to end users and escalate support requests to the MNIT when necessary. Delivery Method Job duties of a full-time local FTE • Service agreements define project scope, deliverables, and development resources. Professional services hours are billed for development and support. Hours of Operation Normal business hours • Production availability 7x24x365 Service Details Summary Description Service Name MN Enterprise Identity and Access Management (MNEIAM) – Center of Excellence Included • Oracle IAM suite, IAM Database Support Included Database management Creatingin Exadata appliance, updating and deleting tables, fields and data elements Middleware technology NOT included Application development Database architecture • Load balancer, firewall, and any website development/integration outside IAM authentication Delivery Method Job duties of • Service delivery should occur through a full time local FTE centralized issue tracking tool – BMC service management method Hours of Operation Normal business hours • 24 x7 with multi-datacenter architecture to provide high availability / up-time service of IAM system. Local Services Summary Service Details Summary Description Service Name Contracting MN Tax Court Project Management and Application Support – link to detailed service description. Included Initiation, management, renewals, termination of contractsProject Management for Application Development/Implementation Projects. Liaison between the Tax Court and system vendors. Work with I.T. Director on Application support/infrastructure requirements NOT included Non I.T. contracts MNIT Enterprise contracts Desktop support. Long term operational support of application. Delivery Method Job duties of a full-time local FTE One contracted employee. Hours of Operation Normal business hours Service Details Summary Description Service Name IT Purchasing Included I.T. Commodities I.T. Contracts NOT included Non-I.T. commodities Non-I.T. contracts Delivery Method Job duties of a full-time local FTE Hours of Operation Normal business hours Approximately M, T, W, TH, and F – 8:00am – 4:30pm Enterprise Security Services Summary Summary Service Details Summary Description Service Name Enterprise Vulnerability Management Commented [A1]: None of the services have hyperlinks - they were just underlined, so I removed the underlines. Included • Internal Vulnerability Scanning of desktops, servers, network devices and other supported devices • External scanning of internal facing devices • Communication of prioritized vulnerabilities • Oversight of remediation efforts on vulnerabilities • Configuration compliance scanning (emerging capability) • Web application security scanning • Veracode administration for teams using Veracode • Penetration and Red Team Services (emerging capability) NOT included • Devices not connected to MNIT managed networks • Devices not supported by TVMU tools Delivery Method • Fulltime support Staff • Automated scanning • MNIT Mall: Threat and Vulnerability Management Hours of Operation • M-F; 7 a.m.-5 p.m. • Emergency after hours support: MNIT Service Desk Service Details Summary Description Service Name Security Operations Center Included • Security Incident Response • Threat Research and SOC Daily Brief • Spam/Phishing Investigation • Security Operations Coordination • Security Monitoring • Enterprise Intrusion Detection and Prevention • Enterprise Web Content Filtering • Enterprise Endpoint Protection NOT included • Full service provided to MN executive branch and partner entities with core detection/alerting to other MNET customers • Monitoring is limited to network activity only for external MNET entities that do not participate in the Intrusion Detection and Prevention Service Delivery Method • Fulltime support staff • Email: xxx@xxxxx.xx.xx • Phone: 000.000.0000 • MNIT Mall: Report a Security Event Hours of Operation • Daily 6 a.m. – 6 p.m. • Emergency after hours support: MNIT Service Desk 24x7 Service Details Summary Description Service Name Digital Forensics Included • Data Preservation • Data Recovery • Security Incident Investigations • eDiscovery NOT included • Devices not owned by executive branch agencies Delivery Method • Fulltime support staff • MNIT Mall: Use the Agency Data & Legal Hold Request Form • SOC Phone: 000-000-0000 Hours of Operation • M-F: 6 a.m. – 2:30 p.m. • Emergency service daily 6 a.m. – 6 p.m. through the Security Operations Center • Emergency after hours support: MNIT Service Desk 24x7 Service Details Summary Description Service Name Enterprise Privileged Account Management Service Included • User license • Centralized, secure storage • Automatic password rotation • Automated Workflows • Security Awareness Training • Access oversight and audit NOT included • A self-service portal for password reset • Storage of personal passwords Delivery Method • Fulltime Support staff • MNIT Mall: Privileged Account Access Hours of Operation • M-F; 7 a.m.-5 p.m. • Emergency after hours support: MNIT Service Desk Service Details Summary Description Service Name Enterprise Digital Certificate and Encryption Key Management (PKI) Included • Management of external digital certificates • Management of internal digital certificates NOT included • Management of encryption keys Delivery Method • Fulltime Support staff • MNIT Mall: Security Certificates Hours of Operation • M-F; 7 a.m.-5 p.m. • Emergency after hours support: MNIT Service Desk Service Details Summary Description Service Name Enterprise Governance, Risk, and Compliance Included • IT Audit Coordination across agencies (ie: IRS, FBI, SSA, PCI, etc) • Securing the Human (Annual Security Awareness Training) • CJIS training coordination • Security ScoreCard Metrics process ownership • Anti-phishing training coordination • Statewide Security Policy and Standards (creation, publishing, curation) • Security finding management (audit findings, exceptions) • Xxxxxx management and administration • Risk assessment process ownership NOT included Delivery Method • Fulltime support staff Hours of Operation • M-F, 8 a.m.-5 p.m. via XXX@xxxxx.xx.xx Service Details Summary Description Service Name Project management Included Project charter Project oversight Meeting coordination Resource management Project reporting NOT included Business analysis Delivery Method Full time FTE Hours of Operation Normal business hours Revision Date 10/01/2018 Executive Summary Service Name: Project Management Description Project management is over site of approved IT initiatives to add new services or oversee significant changes to current systems that warrant full oversight and management due to complexity and costs. What systems or services are supported? • Approved IT related initiatives that are classified as projects, have resources assigned, and are fully funded. What services are included? • Project management includes an assigned project manager, project planning and oversight, and monthly status reporting. What services are NOT included? • Business analysis How will the service be delivered? • Assigned IT project manager as authorized by the MNIT@HLB IT Director. What are the hours of operation and how to get support? • Normal business hours • Project requests need to be initiated with the MNIT@HLB project manager. What are the business responsibilities? • The business needs to vet and approve all new efforts. Each effort will need business SME’s and leadership access as needed. • Funding for all approved efforts • Prioritization of HLB efforts Change Management Process/Termination • All changes will be approved by the designated business side application representative and MNIT@HLB IT Director. Service Details Summary Description Service Name Application Portfolio Management Included Software Development Lifecycle management Security review and monitoring NOT included Enhancement request prioritization Application development Project management Delivery Method Local FTE Hours of Operation Normal business hours Revision Date 10/01/2018 Executive Summary Service Name: Application Portfolio Management Description Application portfolio management is IT oversite and management of identified production applications. This is not related to applications in project status that are managed by a project manager. What systems or services are supported? • Production applications that have application development support o ALIMS o GL Suite o Laserfiche What services are included? • Software Development Lifecycle (SDLC) is a structured management service for production applications. SDLC includes IT governance, change management processes and scheduling, application security scans, and bug fix oversite. What services are NOT included? • It is the business’s responsibility to validate, authorize, and prioritize enhancement requests for development in portfolio applications and work with the portfolio manager for delivery. • Resources outside of portfolio management How will the service be delivered? • Assigned Portfolio manager will manage SDLC services as authorized by the MNIT@HLB IT Director. What are the hours of operation and how to get support? • Normal business hours • Applications and services that have completed the project phase will automatically be moved into portfolio management. What are the business responsibilities? • Report issues, bugs, or outages related to applications and services • Approve and prioritize enhancement requests • Provide adequate resources and funding to maintain all applications and services. When will regular maintenance be performed? • Monday through Friday 6:00 PM to 12:00 AM or 4:00 AM to 6:00 AM • Weekends/holidays 6:00 AM to 12:00 PM Change Management Process/Termination • All changes will be approved by the designated business side application representative and MNIT@HLB IT Director. Service Details Summary Description Service Name Application support Included Application oversight Database oversight Infrastructure management Troubleshooting Backup NOT included Application development Enhancement prioritization Database architecture Delivery Method Full time FTE Hours of Operation Normal business hours Revision Date 10/01/2018 Executive Summary Service Name: Application Support Description Technical oversight of portfolio applications, data, databases and associated support tools What systems or services are supported? • Production applications that have oversight o ALIMS o GL Suite What services are included? • Production support of the product in a team environment with appropriate business and contract staff as needed. Applications that have a data base component will include database oversight. • Security management and alignment with state requirements What services are NOT included? • Application development • User training How will the service be delivered? • Full time FTE What are the hours of operation and how to get support? • Normal business hours • Contact local MNIT services What will the response time be? Response Level Definition Example Response Target Return to Service Target Priority 1 Critical The hosted website, application, or web service is not operational for all or most users or citizens during scheduled availability A major function of the hosting service is not operational for multiple users during the hours that the service is scheduled for availability Application host error preventing access to application 3 hours 6 hours Priority 2 High A major function of the application or service is not operational and impacting many users Core application function returns error message and fails to process 4 hours 8 hours Priority 3 Med A minor function of the application or service is not operational and impacts a small number of users Unable to print a report 2 business days 10 business days Priority 4 Low A minor function of the application or service is impaired but functioning Generating a report that should take 5 minutes now takes 15 5 business days 21 business days What are the business responsibilities? • Report issues, bugs, or outages • Approve and prioritize enhancement requests • Maintain a contract with vendor for application development or in-house developer position(s) When will regular maintenance be performed? • Monday through Friday 6:00 PM to 12:00 AM or 4:00 AM to 7:00 AM • Weekends/holidays 6:00 AM to 12:00 PM Change Management Process/Termination • All changes will be approved by the designated business side application representative and MNIT@HLB IT Director. Service Agreement – Performance Metrics Metrics Revision 9/14/2018 v2. This section provides information related to the various performance metrics provided to agencies. Further information on each metric is available through the agency based CBTO or their designee. Performance Metrics Metrics There are multiple types of metrics available: • Security Risk Score (contains NOT PUBLIC security information) • Enterprise Services CBTOs may provide other metrics, including those representing locally delivered services as needed. The Security Risk Scorecard measures a number of key metrics and security controls for an agency yielding a numeric score on eight separate subject areas:
Appears in 1 contract
Samples: www.lrl.mn.gov
Service Details Summary Description. Service Name Telephone Included • Telephone service using state IP services or contracted traditional services NOT included • Cellular Phones Delivery Method • Dial tone to telephone handset Hours of Operation • 24 x 7 Service Details Summary Description Service Name WAN Included • IP Network Connection NOT included • Applications running on the network Delivery Method • Managed circuits and WAN devices Hours of Operation • 24 x 7 Service Details Summary Description Service Name Web Management Included • SDL Web (Tridion), Drupal Shared Hosting, and Search • Website development, design, hosting, search, and support NOT included • Customer application support • Optional: Quality Assurance website tool and Web Analytics Delivery Method • Fulltime support staff with access to MNIT on-premise and external cloud environments Hours of Operation • Production availability 7x24x365 Local Services Summary Summary Service Details Summary Description Service Name Application Support Included Bug fixes, small enhancements, testing, release of custom applications NOT included New application design and development Delivery Method Job duties of a full-time local FTE Hours of Operation Normal business hours Service Details Summary Description Service Name Application Testing Included Testing of applications NOT included New application development Delivery Method Job duties of a full time local FTE Hours of Operation Normal business hours Service Details Summary Description Service Name Application Development (Limited) Included Application design, development, testing, release NOT included 3rd party application debugging, enhancements Delivery Method Job duties of a full-time local FTE Hours of Operation Normal business hours Service Details Summary Description Service Name Database Support Included Database management Creating, updating and deleting tables, fields and data elements NOT included Application development Database architecture Delivery Method Job duties of a full time local FTE Hours of Operation Normal business hours Service Details Summary Description Service Name Contracting Management Included Initiation, management, renewals, termination of contracts. NOT included Non I.T. contracts MNIT Enterprise contracts Delivery Method Job duties of a full-time local FTE Hours of Operation Normal business hours Service Details Summary Description Service Name IT Purchasing Included I.T. Commodities I.T. Contracts NOT included Non-I.T. commodities Non-I.T. contracts Delivery Method Job duties of a full-time local FTE Hours of Operation Normal business hours Enterprise Security Services Summary Summary Service Details Summary Description Service Name Enterprise Vulnerability Management Commented [A1]: None of the services have hyperlinks - they were just underlined, so I removed the underlines. Included • Internal Vulnerability Scanning of desktops, servers, network devices and other supported devices • External scanning of internal facing devices • Communication of prioritized vulnerabilities • Oversight of remediation efforts on vulnerabilities • Configuration compliance scanning (emerging capability) • Web application security scanning • Veracode administration for teams using Veracode • Penetration and Red Team Services (emerging capability) NOT included • Devices not connected to MNIT managed networks • Devices not supported by TVMU tools Delivery Method • Fulltime support Staff • Automated scanning • MNIT Mall: Threat and Vulnerability Management Hours of Operation • M-F; 7 a.m.-5 p.m. • Emergency after hours support: MNIT Service Desk Service Details Summary Description Service Name Security Operations Center Included • Security Incident Response • Threat Research and SOC Daily Brief • Spam/Phishing Investigation • Security Operations Coordination • Security Monitoring • Enterprise Intrusion Detection and Prevention • Enterprise Web Content Filtering • Enterprise Endpoint Protection NOT included • Full service provided to MN executive branch and partner entities with core detection/alerting to other MNET customers • Monitoring is limited to network activity only for external MNET entities that do not participate in the Intrusion Detection and Prevention Service Delivery Method • Fulltime support staff • Email: xxx@xxxxx.xx.xx • Phone: 000.000.0000 • MNIT Mall: Report a Security Event Hours of Operation • Daily 6 a.m. – 6 p.m. • Emergency after hours support: MNIT Service Desk 24x7 Service Details Summary Description Service Name Digital Forensics Included • Data Preservation • Data Recovery • Security Incident Investigations • eDiscovery NOT included • Devices not owned by executive branch agencies Delivery Method • Fulltime support staff • MNIT Mall: Use the Agency Data & Legal Hold Request Form • SOC Phone: 000-000-0000 Hours of Operation • M-F: 6 a.m. – 2:30 p.m. • Emergency service daily 6 a.m. – 6 p.m. through the Security Operations Center • Emergency after hours support: MNIT Service Desk 24x7 Service Details Summary Description Service Name Enterprise Privileged Account Management Service Included • User license • Centralized, secure storage • Automatic password rotation • Automated Workflows • Security Awareness Training • Access oversight and audit NOT included • A self-service portal for password reset • Storage of personal passwords Delivery Method • Fulltime Support staff • MNIT Mall: Privileged Account Access Hours of Operation • M-F; 7 a.m.-5 p.m. • Emergency after hours support: MNIT Service Desk Service Details Summary Description Service Name Enterprise Digital Certificate and Encryption Key Management (PKI) Included • Management of external digital certificates • Management of internal digital certificates NOT included • Management of encryption keys Delivery Method • Fulltime Support staff • MNIT Mall: Security Certificates Hours of Operation • M-F; 7 a.m.-5 p.m. • Emergency after hours support: MNIT Service Desk Service Details Summary Description Service Name Enterprise Governance, Risk, and Compliance Included • IT Audit Coordination across agencies (ie: IRS, FBI, SSA, PCI, etc) • Securing the Human (Annual Security Awareness Training) • CJIS training coordination • Security ScoreCard Metrics process ownership • Anti-phishing training coordination • Statewide Security Policy and Standards (creation, publishing, curation) • Security finding management (audit findings, exceptions) • Xxxxxx management and administration • Risk assessment process ownership NOT included Delivery Method • Fulltime support staff Hours of Operation • M-F, 8 a.m.-5 p.m. via XXX@xxxxx.xx.xx Service Details Summary Description Service Name Project management Included Project charter Project oversight Meeting coordination Resource management Project reporting NOT included Business analysis Delivery Method Full time FTE Hours of Operation Normal business hours Revision Date 10/01/2018 Executive Summary Summary Service Name: Project Management Description Management Description Project management is over site of approved IT initiatives to add new services or oversee significant changes to current systems that warrant full oversight and management due to complexity and costs. What systems or services are supported? supported? • Approved IT related initiatives that are classified as projects, have resources assigned, and are fully funded. What services are included? included? • Project management includes an assigned project manager, project planning and oversight, and monthly status reporting. What services are NOT included? included? • Business analysis How will the service be delivered? delivered? • Assigned IT project manager as authorized by the MNIT@HLB IT Director. What are the hours of operation and how to get support? support? • Normal business hours • Project requests need to be initiated with the MNIT@HLB project manager. What are the business responsibilities? responsibilities? • The business needs to vet and approve all new efforts. Each effort will need business SME’s and leadership access as needed. • Funding for all approved efforts • Prioritization of HLB efforts Change Management Process/Termination Termination • All changes will be approved by the designated business side application representative and MNIT@HLB IT Director. Service Details Summary Description Service Name Application Portfolio Management Included Software Development Lifecycle management Security review and monitoring NOT included Enhancement request prioritization Application development Project management Delivery Method Local FTE Hours of Operation Normal business hours Revision Date 10/01/2018 Executive Summary Summary Service Name: Application Portfolio Management Description Management Description Application portfolio management is IT oversite and management of identified production applications. This is not related to applications in project status that are managed by a project manager. What systems or services are supported? supported? • Production applications that have application development support o ALIMS o GL Suite o Laserfiche What services are included? included? • Software Development Lifecycle (SDLC) is a structured management service for production applications. SDLC includes IT governance, change management processes and scheduling, application security scans, and bug fix oversite. What services are NOT included? included? • It is the business’s responsibility to validate, authorize, and prioritize enhancement requests for development in portfolio applications and work with the portfolio manager for delivery. • Resources outside of portfolio management How will the service be delivered? delivered? • Assigned Portfolio manager will manage SDLC services as authorized by the MNIT@HLB IT Director. What are the hours of operation and how to get support? support? • Normal business hours • Applications and services that have completed the project phase will automatically be moved into portfolio management. What are the business responsibilities? responsibilities? • Report issues, bugs, or outages related to applications and services • Approve and prioritize enhancement requests • Provide adequate resources and funding to maintain all applications and services. When will regular maintenance be performed? performed? • Monday through Friday 6:00 PM to 12:00 AM or 4:00 AM to 6:00 AM • Weekends/holidays 6:00 AM to 12:00 PM Change Management Process/Termination Termination • All changes will be approved by the designated business side application representative and MNIT@HLB IT Director. Service Details Summary Description Service Name Application support Included Application oversight Database oversight Infrastructure management Troubleshooting Backup NOT included Application development Enhancement prioritization Database architecture Delivery Method Full time FTE Hours of Operation Normal business hours Revision Date 10/01/2018 Executive Summary Summary Service Name: Application Support Description Support Description Technical oversight of portfolio applications, data, databases and associated support tools What systems or services are supported? supported? • Production applications that have oversight o ALIMS o GL Suite What services are included? included? • Production support of the product in a team environment with appropriate business and contract staff as needed. Applications that have a data base component will include database oversight. • Security management and alignment with state requirements What services are NOT included? included? • Application development • User training How will the service be delivered? delivered? • Full time FTE What are the hours of operation and how to get support? support? • Normal business hours • Contact local MNIT services What will the response time be? be? Response Level Definition Example Response Target Return to Service Target Priority 1 Critical The hosted website, application, or web service is not operational for all or most users or citizens during scheduled availability A major function of the hosting service is not operational for multiple users during the hours that the service is scheduled for availability Application host error preventing access to application 3 hours 6 hours Priority 2 High A major function of the application or service is not operational and impacting many users Core application function returns error message and fails to process 4 hours 8 hours Priority 3 Med A minor function of the application or service is not operational and impacts a small number of users Unable to print a report 2 business days 10 business days Priority 4 Low A minor function of the application or service is impaired but functioning Generating a report that should take 5 minutes now takes 15 5 business days 21 business days What are the business responsibilities? responsibilities? • Report issues, bugs, or outages • Approve and prioritize enhancement requests • Maintain a contract with vendor for application development or in-house developer position(s) When will regular maintenance be performed? performed? • Monday through Friday 6:00 PM to 12:00 AM or 4:00 AM to 7:00 AM • Weekends/holidays 6:00 AM to 12:00 PM Change Management Process/Termination Termination • All changes will be approved by the designated business side application representative and MNIT@HLB IT Director. Service Agreement – Performance Metrics Metrics Revision 9/14/2018 v2. This section provides information related to the various performance metrics provided to agencies. Further information on each metric is available through the agency based CBTO or their designee. Performance Metrics Metrics There are multiple types of metrics available: • Security Risk Score (contains NOT PUBLIC security information) • Enterprise Services CBTOs may provide other metrics, including those representing locally delivered services as needed. The Security Risk Scorecard measures a number of key metrics and security controls for an agency yielding a numeric score on eight separate subject areas:
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Samples: www.lrl.mn.gov
