【正文】 LRDefinitionRoutine functions, such as setting up user ID’s, changing user authorization and authentication tables, changing account codes and similar functions associated with configuration and administration of user accounts. System ServerService MeasurePerformance TargetSLR Disable User AccountResponse TimeWithin four (4) business hours of authorized request.98%New User AccountResponse TimeCompleted within two (2) business days of authorized request.99% Privilege/Rights ChangesResponse TimeCompleted eight (8) business hours of request.97%FormulaNumber of tasks per type pleted per target/total number of tasks per type performed within measured period.Measure IntervalMeasure monthly, report monthlyMeasurement ToolWindows based Server access utilizing MS Server 2000/2003 Admin Tools. IOT Delivery Services Network Services,Service Level Requirements (SLR’s)This Service Level Agreement defines the service environment, service descriptions with roles and responsibilities, and service level requirements (SLRs) for the provisioning of State of Indiana private network support services for State Agency endusers.IOT Delivery Services Network Service GoalsIOT Delivery Services has established several goals for network services. The overall goal is to provide highquality support services to customers using the State of Indiana physical network in a costeffective manner. A summary of the network services goals follows: 1. Provide State of Indiana Agency customers support services including maintenance, administration, and management of the State of Indiana physical network.2. Increase the operational performance, dependability, and reliability of the State of Indiana private network. 3. Perform proactive capacity planning for network facilities to ensure adequate bandwidth to all locations and 24x7 monitoring of network performance. 4. Develop and manage the State’s private network extranet business partners and general public access to specified information and data.5. Simplify and streamline network administration and management services to facilitate smooth and efficient acmodation of service requests. 6. Provide support for the expansion of a service oriented architecture, high performance infrastructure, and technologies when applicable such as secure wireless.7. Work within the framework of the Delivery Services Change Control Process.General Description of Service Environment and Facilities IOT Delivery Services Network Services shall provide State of Indiana private network support services to all State of Indiana Agency customers within the private network. The State of Indiana private network prises the IGC Campus Area Network, All Agency Local Area Networks including remote offices LAN’s, and management and electronic monitoring of all Wide Area Networks utilized by such State Agency Customers. Support services shall include all network ponent maintenance (including repair and replacement), configuration and administration of network ponents, and management of the entire State of Indiana private network, including all networks described above, based upon specific agency maintenance programs with the product manufacturer or vendor. Delivery Services shall manage State of Indiana network through Layer seven (7).IOT Delivery Services Network Services is located on the 5th floor of the Indiana Government Center North building. Hardware and Software The hardware utilized and supported by Delivery Services Network Services includes the following:1. Router and switch models currently under maintenance. Upgrades and replacements will be standardized in the future.2. Protocol analyzers and Intrusion Protection appliances.Note: Replacement of equipment not under maintenance is the responsibility of the specific agency, and the IOT will provide direction for the replacement equipment.Software utilized to provide network support includes the following:1. Configuration Management2. Inventory Management3. Asset ManagementRoles and ResponsibilitiesIOT Network Services Roles and Responsibilities1.Develop, document, approve, and implement network support procedures that meet Network Services requirements and policies.2Provide maintenance, administration, and management of all supported State of Indiana private network ponents, devices, and peripherals.4.Manage efforts of ITN public carrier to meet defined schedules and project plans.5.Maintain IP node table, addressing schemes, router and switch configurations, routing tables, VPN configurations, and router system logs.6.Develop and adhere to daily, weekly, and monthly scheduled maintenance tasks as part of network management efforts.7.All changes in network configurations shall ply with the IOT Delivery Services change control process.8.Monitor network 24x7, with automated notification.9.Identify network problems involving circuits, hardware, software and others and resolve in accordance with established procedures. Coordinate activities with the help desk. Escalate as required.10.Coordinate resolution of circuit problems with public carrier – based on contractual obligations with the public carrier.11.Provide onsite staff during IOT normal business hours in State of Indiana facilities as required (., to perform network maintenance and problem resolution activities).12.Provide technical assistance (., respond to inquiries) as needed in support of the help desk, State Agency end users and external entities using the State of Indiana privatenetwork.13.Track and report status of network activities and problems via a trouble management system.15.Coordinate/perform facilities changes needed to support installation of New/upgraded network hardware.16.Install (or coordinate installation of) new or enhanced network hardware (., routers, etc.) ponents to m