【正文】 d 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 meet IOT and customer agency requirements.18.Replace defective parts on supported hardware, coordinate maintenance activities and repair of thirdparty providersupported hardware, and monitor hardware warranties to ensure that parts under warranty are replaced under the terms of the warranty. 19.Monitor private network ponent hardware warranties to ensure that parts under warranty are replaced under the terms of the warranty.21.Manage the technical configuration and ensure all network operating ponents are effectively integrated, and maintain network operating system software and network management utilities.22.Perform tuning across the Campus network.23.Manage network resources amp。 devices to meet defined availability requirements (as specified in the Network Services SLR’s).24.Provide technical advice and support to the application maintenance and development staffs as required.25.Evaluate, identify and remend configurations or changes to configurations that will enhance network availability.27Develop, authorize, implement amp。 improvement plans as appropriate.29.Document and maintain network specifications, configurations, topology and diagrams.30.Document and maintain inventory of all software used in managing the network environment, all supported hardware used in the network environment, and all supported network circuits and pointtopoint connections in the State of Indiana private network environment. 31.Prepare network engineering plans and schedules to support new and enhanced applications, architectures, and standards.32.Conduct preinstallation site surveys, as applicable, stage new and upgraded equipment and software to smoothly transition into production environment, and install new hardware and software ponents into production (., routers, firewalls, RAS servers, etc.).33.Install/apply preventative maintenance releases and fixes, service packs, and other program services provided by manufacturers to ensure proper operation of installed operating systems as needed.IOT Delivery Services Network Service – Service Level RequirementsNetwork Availability SLRDefinitio