Appendix 4.3-1 Contractor’s Solution Appendix 4.3-1 Contractor’s Solution Table of Contents 1. Overview of Services ............................................................................................................................ 5 2. Cross Functional Services ..................................................................................................................... 8 2.1. Overview ....................................................................................................................................... 8 2.3. Contract and Acquisition Management Services .......................................................................... 8 2.4. Integrated Asset Management Services ...................................................................................... 11 2.5. Billing Management Services ..................................................................................................... 19 2.6. Security Management Services ................................................................................................... 22 2.7. Service Delivery Management (SDM) Services ......................................................................... 31 2.8. [Reserved] ................................................................................................................................... 35 2.9. Project Management Services ..................................................................................................... 35 2.10. Integration and Testing Services ................................................................................................. 41 2.11. Incident Management Services ................................................................................................... 47 2.12. Problem Management Services ................................................................................................... 51 2.13. Change Management Services .................................................................................................... 54 2.14. Release Management Services .................................................................................................... 56 2.15. Configuration Management Services .......................................................................................... 58 2.16. Capacity Planning and Performance Management Services ....................................................... 61 2.17. Disaster Recovery Management Services ................................................................................... 65 2.18. Identity Access Management Services ....................................................................................... 69 2.19. Reporting Management Services ................................................................................................ 75 2.20. Domain Name Management Services ......................................................................................... 77 2.21. Business Analyst Services .......................................................................................................... 78 2.22. Chief Technical Architect (CTA) ............................................................................................... 84 2.23. Enterprise Application Architect (EAA) ..................................................................................... 89 2.24. Innovation Management Services ............................................................................................... 90 3. Service Desk Services ......................................................................................................................... 93 PAGE 2 Appendix 4.3-1 Contractor’s Solution 3.5. Service Request Management Services .................................................................................... 106 4. End-User Services ............................................................................................................................. 108 4.5. Desktop Computing Services .................................................................................................... 115 4.6. Core Software Services ............................................................................................................. 125 4.7. County Retained Assets Services .............................................................................................. 127 4.8. Mobile Device Support Services ............................................................................................... 128 4.9. Unified Communications Services ............................................................................................ 132 4.10. Catalog Services ........................................................................................................................ 137 4.11. Network Printer Services .......................................................................................................... 139 4.12. [Reserved] ................................................................................................................................. 142 5. Network Services .............................................................................................................................. 143 5.5. Data Network Services.............................................................................................................. 152 5.6. Remote Access Services ........................................................................................................... 155 5.7. Voice Services .......................................................................................................................... 158 5.8. Network Security Services ........................................................................................................ 163 5.9. Video Conferencing Services .................................................................................................... 165 5.10. Video Streaming and Archiving Services ................................................................................. 168 5.11. Mobility Infrastructure Services ............................................................................................... 169 5.12. Wireless Network Access Services ........................................................................................... 171 5.13. Third-Party Network Access Services ...................................................................................... 173 5.14. External DNS Management Services ........................................................................................ 174 5.15. IP Address Management Services ............................................................................................. 175 5.16. New Site Installation Services .................................................................................................. 176 5.17. Interactive Voice Services ........................................................................................................ 178 6. Data Center Services ......................................................................................................................... 182 6.5. Security Services ....................................................................................................................... 190 6.6. Mainframe Services .................................................................................................................. 193 PAGE 3 Appendix 4.3-1 Contractor’s Solution 6.7. Application Infrastructure Services .......................................................................................... 194 6.8. Infrastructure Services .............................................................................................................. 200 6.9. Development and Test Services ................................................................................................ 205 6.10. E-Mail Services ......................................................................................................................... 208 6.11. Unified Communications Infrastructure Services ..................................................................... 216 6.12. Storage Services ........................................................................................................................ 217 6.13. Backup and Recovery Services ................................................................................................. 221 6.14. Managed Print Services ............................................................................................................ 227 6.15. Public Key Infrastructure (PKI) Services ................................................................................. 229 7. Applications Services ........................................................................................................................ 232 7.2. Application Maintenance and Operations Services .................................................................. 232 7.3. Application Development Services ........................................................................................... 246 8. Transition Services ............................................................................................................................ 266 8.1 Transition Services .......................................................................................................................... 266 8.2 Transition Project Plan ...................................................................................................................