【正文】 IOT Delivery Services Systems Administration Services shall provide State of Indiana Windows and UNIX server support and Microsoft Active Directory services to all State of Indiana Agency customers within the private network. Systems administration supports the State’s Active Directory, Exchange, and the support and administration of all accounts within this framework. Systems administration services support shall include maintaining a plete backup of all systems residing within the IOT and remote office data centers (backup utilizing storage systems). IOT Delivery Services Systems Administration Services are centrally located on the 5th floor of the Indiana Government Center North building. Hardware and Software The hardware supported by Delivery Services Systems Administration Services includes the following:1. Configuration, administration, management, and maintenance related support functions for all servers located within the IOT Data Center and remote office data centers2. Configuration, administration, management, and maintenance related support functions for all storage, networked storage, and backup systems3. Miscellaneous hardware utilized for support systems administration and maintenance.Software utilized to provide systems administration support includes the following:1. Microsoft Windows Server 2000/2003 administrative tools.2. Microsoft Exchange System Manager3. NetIQ AppManager4. Symantec NetBackup5. Symantec PureDisk Remote Office Edition6. Symantec Enterprise Vault7. EMC Control CenterRoles and ResponsibilitiesIOT Systems Administration Services Roles and Responsibilities1.Develop, document, and approve systems administration policies and procedure.2.Monitor and control storage availability according to systems administration policies.3.Maintain storage resource facilities and space requirements.4.Setup, manage and delete user accounts, perform access control, manage files and disk space.5.Perform system or ponent configuration changes necessary to support Statewide enterprise puting services.6.Identify, coordinate and/or perform data center and/or facility changes needed to support installation of new or upgraded hardware.7.Install manufacturer field change orders, firmware upgrades, and other supplied hardware improvements. 8.Replace defective parts and systems.9.Coordinate maintenance activities and repair thirdparty supported hardware.10.Manage warranties for hardware to ensure hardware under warranty are replaced under the terms of the warranty agreement.11.Perform capacity planning to develop resource requirements and projects.12.Manage puting data centers resources to ensure availability of adequate capacity at all times to meet IOT Statewide processing requirements.13.Provide technical advice and support to agency application development staffs as required.14.Evaluate, identify, and remend configurations or changes to configurations that will enhance system availability15.Authorize and implement improvement plans.16.Review and approve systems engineering plans and schedules.17.Conduct testing of all new or upgraded equipment, software, or services to include unit, system, integration, and testing.18.Assess and municate the overall impact and potential risk to existing operations prior to implementing changes.19.Coordinate implementation and migration support activities with the IOT help desk.20.Perform data migration from existing systems to new systems. Assist as needed during transitions.21.Perform software maintenance according to established procedures.22.Install/apply preventative maintenance releases and fixes, service packs, and other program services to ensure proper operation of installed software.23.Upgrade software to new versions/releases as needed to provide improved/enhanced functionality or to maintain current supported releases.24.Perform diagnostics as needed to identify the cause of software problems and report findings.25.Maintain web server operating system, including system updates and security patches.26.Create, manage, and maintain web structure and domains.27.Perform, manage, and track all storage and data backup according to prescribed IOT polices.28.Comply with all IOT hardware and software configuration management policies.29.Comply with all IOT systems security requirements.33.Provide technical assistance to help desk as required.34.Comply with all IOT asset management procedures and policies.IOT Delivery Services Systems Administration Service – Service Level RequirementsSystem Server Administration SLRDefinitionActions taken by Delivery Services for proactive monitoring and intervention to minimize over capacity stressing. Also perform activities required to implement approved capacity and operational usage change requests.System Administration TaskService MeasurePerformance TargetSLRCapacity/Performance Roles and responsibilities of the service area Introductory description of the service area’s support functions Customer Service provides an operational Level 2 Help Desk for the State of Indiana private network distributed puting environment as defined in the IOT Delivery Services Customer Services portion of this Service Level Agreement. Systems Administration services for administration and support of State of Indiana desktops, remote servers, and local (data center) servers as defined in the IOT Delivery Services Systems Administration Services portion of this Service Level Agreement. Service goals Service level requirements that identify the levels of service to be providedIOT Delivery Services – Customer Service,Service Level Requirements (SLR’s)Indiana Office of Technology (IOT) Delivery Services shall provide State of Indiana Agency customer service in the form of an enduser puting resource Customer Se