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APPENDIX O
PACSES Client Infrastructure Network Maintenance Preliminary Turnover Plan
PACSES Preliminary Turnover Plan
Prepared for the Commonwealth of Pennsylvania
Prepared by Lockheed Martin
03/17/2015
This preliminary plan is intended to help facilitate the transition and turnover of all PACSES
client network services and infrastructure to the PA commonwealth or its agent.
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Purpose:
Prepare Preliminary Turnover Plan at direction of Commonwealth and submit plan to the
Commonwealth for approval.
Scope:
Lockheed Martin understands the overall PACSES mission of supporting the children of
Pennsylvania through effective and efficient automated child support enforcement services. Our
involvement with the PACSES program, from its inception and continuously since then, gives us
a solid understanding of the evolving needs and purpose of the program. The scope of this
specific effort is the maintenance of the PACSES network. A high level overview of the basic
PACSES network is presented below, showing connectivity relationships among the primary
PACSES user community.
PACSES NETWORK
County
Offices
IBM
UNIVERSITY
SCDU
OCSE
FPLS
PACSES
Host
Willow Oak Building
CIS Host
(Web TS)
CTNTB
Internet
ISP
NOC Router
BP RouterEdge
Router
BP Router
DPW
Firewall
Server
Farm
CSWS
Data Warehouse
Docushare/PTS
Adobe LiveCycle
PIM
PennDot
Commonwealth
Enterprise
Network
Labor &
Industry
Exchange Servers (Email)
PACSES Home Page
Web Servers
PACSES TV (Master)
FTI / E-Reports
QUICK
OCSE
IVR
Network Support Staff
Ollie Bldg. Connection (CW)
Code 1
QPlex
AVR
TRACE
KidStar
FXR
OTC
BCSE
Comptroller
DPW
1 Tech
ParkState.pa.us (State Home Page)
State Mail Servers (CWOPA)
BPOA
Credit
Bureaus
FCR
BIS
DOR
FIDM
Treasury
February 16, 2015
Remote
Users(Connectra)
File Servers
PACSES TV
M & H Drives
DPW
Router
CAO
Sungard
Recovery
Services
Firewall
Camp Hill
(Apps Vendor)
PACSESUNISYS
** Note: Connectivity to the PACSES Host (Unisys) is only via
the CEN through DPW. No inner-building connection exists.
**
File Server
PACSES TV
H Drives
Understanding:
Lockheed Martin is cognizant that we must continue PACSES maintenance and operational
support systems at the optimum level while executing our turnover plan. In addition, we will
work collaboratively with the Commonwealth or its agent to ensure that staff time is utilized
efficiently and that all turnover deliverables are provided expeditiously.
The methodology to transition the tasks to the Commonwealth or its agent will ensure continued
production and operation as well as effective management of the business functions. We will
include the tasks required to turn over the PACSES network and associated IT Services while
avoiding any disruption of services for the user community. In addition, we will provide detailed
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procedures required to turnover system operations and support for the ongoing production
environment. Some of these include application development, testing and training procedures,
data conversion, system documentation, requirements definitions, and tools and utilities.
Approach:
First, our staff must develop and maintain a schedule to ensure that the appropriate takeover staff
is trained, and that their knowledge of the program is sufficiently institutionalized to operate and
maintain the PACSES network independently and without disruption. Second, we must work
closely with the takeover management staff to ensure that they understand the full scope of their
responsibilities to the many entities of the PACSES users, management, and oversight boards.
At a very high level, we will turn over the largest and most critical and complex systems first,
descending through all functions to the smallest and least complex systems and services. This
approach will permit the incoming contractor the longest time possible during the turnover
period to correct any knowledge transfer deficiencies associated with the particular system
turnover. We are most concerned that the vital services associated with these large and complex
systems can be maintained by the incoming contractor and turning these over first allows us
additional support time with that contractor’s staff.
A snapshot of the knowledge transfer process will include the following:
Documentation Study – review all project & system documentation
Discussion Forums – Q & A in group settings to reinforce study, internalize information,
and acquire further knowledge
Walkthroughs – Participate in system and technical overviews as well as detailed
technical functions
Observations – Watch demonstrations of specific operations and functions
Shadowing One-on-One – Follow incumbent contractor’s staff “hand-in-hand” and
“looking over the shoulder”
Reverse Shadowing – Commonwealth or its agent will manage, operate, and provide
support with incumbent looking on
High-level outline of the turnover approach and plan objectives are listed below:
Functional Areas Turnover Approach and List of Objectives
Project Management Discuss the following with new functional manager:
Organizational Charts
Review all roles and responsibilities
List of stakeholders & Points of Contact (POCs)
IT Operations
Review task objectives
Deliverables
Scheduled Milestones (PC refresh, Server upgrades…etc.)
SLA and SLO transition criteria
Hardware Inventory Walk through documented list of all hardware.
Network: Routers, Switches, Circuits
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IVR: Servers and circuits
IT Security: Firewalls, Proxy Servers
End Users: Servers, Desktops, Laptops, Printers, Scanners
Network Service &
Support
Demonstrate access to and share administration and current
configuration of routers, switches, and circuits.
IVR Management Demonstrate access to and share administration and current
configuration of IVR servers and circuits.
IT Security Services &
Support
Demonstrate access to and share administration and current
configuration of firewalls and proxy servers
End User Services Demonstrate access to and share administration and current
configuration of Servers, Desktops, Laptops, Printers, and
Scanners
Turnover administrative
access to Commonwealth
Create admin accounts for Key Personnel and apply access to all
essential hardware.
Verify admin level of access on all critical hardware
Commonwealth takeover
Client Infrastructure
Operations
LM will be available as back-up support while the
commonwealth’s key personnel manage and support the client
infrastructure network, IVR, IT security and end user services.
Preliminary Turnover Plan:
The Preliminary Turnover Plan provides an outline of the turnover approach. It will include a
breakdown of the functional areas for turnover, an inventory of assets (documents, materials and
equipment), the schedule, staffing and key resource requirements, responsibilities of the various
parties, identify any risks and mitigation strategies, identify regular interim assessment tracking
and reporting activities, and list criteria for assessing successful knowledge transfer. For the
purpose of assuring the security and confidentiality of the network, the preliminary plan will not
include any detailed network documents containing such information as IP addresses, system
names, and operating systems. Instead this information will be sent to the DPW project manager
securely under separate cover.
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1. Project Management
1.1. Organization – Key Technical Leadership
1.2. Turnover Roles & Responsibilities
1.2.1. PACSES Project Manager (BIS)
Oversee turnover activities, coordinate support, and provide PA staff to support
the turnover plan.
1.2.2. PACSES Program Manager (LM)
Oversee turnover activities, coordinate support, and provide staff to support the
turnover plan. Report turnover completion to PACSES Project leads.
1.2.3. Turnover Team Lead – (LM Project Manager)
Ensures delivery and has overall technical responsibility for turnover of all
PACSES client infrastructure network and associated services.
1.2.4. Network Lead
Ensures technical delivery and turnover of Network (Routers, Switches, Circuits)
1.2.5. IVR Lead
Ensures technical delivery and turnover of IVR (Servers & Circuits)
1.2.6. IT Security Lead
Ensures technical delivery and turnover of IT Security (Firewall Servers &
Appliances)
1.2.7. End User Services Lead
Ensures technical delivery and turnover of all Servers, Desktops, and Printers
(Servers include Windows Domain Controllers, E-mail, and county file servers)
1.2.8. Service Desk Support
Ensure technical delivery and turnover of the PACSES help desk
1.2.9. Content Delivery Services
Ensure technical delivery and turnover of Database & Remote Access (Citrix)
1.3. IT Operations
1.3.1. Task Objectives
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Task Task Objectives
Task 1. - Knowledge Transition Ensure a smooth transition of responsibilities;
Complete knowledge transfer;
Establish strong accountability controls;
Mitigate risk to the Commonwealth, DPW, clients, and
taxpayers; and Establish operations in the facility
provided by the DPW.
Task 2. - Project Management,
Communications and
Documentation
Create and maintain task lists and project plans
Maintain up-to-date inventory information and
documentation of all hardware (including county
equipment such as desktops and printers), software,
telecommunications lines and circuits for the PACSES
infrastructure
Coordinate activities with other PACSES suppliers
Coordinate activities with Commonwealth and county
staff
Manage user accounts (Adds, Changes, and Deletes) for
client infrastructure network, firewall, servers, e-mail
system and client platform
Task 3. - Consolidated Management
and Support for PACSES Client
Infrastructure Network Disaster
Recovery, Backup and Restoration
for PACSES Owned Servers
The disaster recovery plan kept current and validated
Backups created and systems restored from backup when
needed
Task 4. - Information Necessary to
Procure Service / Maintenance
Contracts, Client Infrastructure
Network Hardware and Software
Provide technical support, information and assistance on
various options for client infrastructure network hardware
and software procurements, and service/maintenance
services, as well as the annual budget planning process
Task 5. - Options for Client
Infrastructure Network Upgrades
and Application of Emerging
Technologies, Implement and
Support Approved Changes and
Upgrades
Options identified for client infrastructure network
upgrades and application of emerging technologies
Approved changes and upgrades implemented
Client Infrastructure Network usage monitored and
expansion needs identified
Task 6. - Knowledge Transfer of
Infrastructure Management and
Support to Commonwealth and
County Technical Staff and End
Users
Written instructions on the management and use of
WAN/LAN and Desktop for end users
Orientation provided to Commonwealth and County
Technical Staff on newly installed equipment or upgrades
as needed
Task 7. - Level II and III Service
Desk Functions, Including Account Efforts to resolve problems coordinated with Level I
Service Desk
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Administration PACSES client infrastructure network support calls
triaged (Level II)
PACSES client infrastructure network support call
problems resolved (Level II)
Efforts to resolve client infrastructure network problems
coordinated with other suppliers, when needed (Level III)
To ensure problems escalated to other suppliers are
satisfactorily and timely resolved
Task 8. - Consolidated Management
and Support for All PACSES Client
Infrastructure Network Equipment
Installations / Relocations at
PACSES Remote Sites, PACSES
Network Operations Center and
County Offices
Management of all PACSES client infrastructure network
equipment installations and relocations
Obsolete, unneeded or replaced equipment disposed of
properly
Task 9. - Consolidated Management
and Support for All PACSES Client
Infrastructure Network Devices
Ongoing operational monitoring and appropriate response
to solve client infrastructure network problems
Task 10. - Consolidated
Management and Support for All
PACSES Servers Across the State
Server performance monitored and tuned
Server(s) upgraded / expanded
Servers to be secure
Task 11. - Consolidated
Management and Desktop Support
for PCs in the County DRS Offices
“Default” workstation configuration for each of the
desktop platforms, for example Windows XP and
Windows 7
Client platform performance monitored and tuned
Client platform(s) upgraded / expanded
Client platforms to be secure
Task 12. - Consolidated
Management and Support of All
Client Infrastructure Network
Software, Including Release
Upgrades
Software updated with current support releases
Software problems fixed
Documentation (log) of Software configuration and all
changes
Software media to be secure
Task 13. - Consolidated
Management and Support for the
County LAN Interfaces to Local
County Data Processing Client
Infrastructure Networks
Interfaces with the PACSES client infrastructure network
reviewed
Interfaces added or expanded, as needed
Task 14. - Consolidated
Management and Support for All
Management and support of the PACSES e-mail system
Support of the internet access
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PACSES Internet, E-Mail, Web
Access, Dial-up Connectivity and
Monitoring of Client Infrastructure
Network Activity
Management of Citrix connectivity
E-mail and web access to be secure
Task 15. - Consolidated
Management and Support of All
DRS, and PACSES Sites Printing
Operations
Assistance with resolving county printing issues and
answering county printing questions
Task 16. - Consolidated
Management and Support for the
Voice Gateways
Monitor the voice gateways
Troubleshoot problems with county Telephone companies
Task 17. - Consolidated
Management and Support for the
Cisco Call Managers and IVR
Platform
Verification of all batch downloads to the State Collections &
Disbursement Unit (SCDU)
Scripts created, changed and updated
Task 18. - Consolidated
Management and Support for
Content Delivery Network (CDN)
Support for IPTV
Task 19. - Client Infrastructure
Network Support for PACSES
Applications Testing and
Production Environments
Support for PACSES applications testing and production
environments
Task 20. - Consolidated
Maintenance, Management, and
Support of the Virtual Private
Network (VPN), the Internet
Firewall, and the Business Partner
Firewall
Serve as a liaison with County DRS Administrators and their
data processing operations to ensure child support program
security
Ongoing management of Infrastructure Security
Plans for Infrastructure security developed and maintained
Approved infrastructure security projects / upgrades
implemented
Task 21. - Consolidated
Maintenance, Management, and
Support of the Client Infrastructure
Network Anti-virus Software and
Definitions, Including Release
Upgrades
Anti-virus and security systems maintained and hot fixes and
patches implemented
Anti-virus software installed on all new / replacement servers,
workstations and AVRs
1.4. Deliverables
Review each deliverable for customer expected content and schedule for delivery.
Capture process for all gathering of information and share access to systems that auto-
generate reports.
1.4.1. Daily Network & Server Status report
This report is delivered daily via e-mail. Sample report and process to construct it
will be outlined during one-on-one training sessions.
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1.4.2. Weekly Activity Report
This report contains detailed status of all activities and current projects. The
report is generated by the on-site project manager and delivered the DPW project
manager.
1.4.3. Monthly SLA/SLO report
This report updates the DPW project manager on all SLA/SLO status. See sample
below:
1.4.4. Internet Use & Abuse report
This detailed report outlines inappropriate and non-business traffic on the
network.
1.4.5. Post IRS audit corrective action plan
On a cycle of every three years, the PACSES network is audited for security
standards and compliance. Corrective actions are documented and implemented
Target
%
T
y
p
e
Actual %
99.9%
99.8%
# Open Closed # Que
11 5 6
100.0%
97.0%
99.0%
96.0%
# Incid #-Rpt #-Res
0 0 0
# Req
0
Opened Met N-Met
260 258 2
Opened Assign Closed
91 169 85
Level III Vendor Assign Closed
Microsoft 0 0
Cisco 0 0
Dell 15 13
Pomeroy 154 132
IBM 0 0
Svys Psb #-Resp Av-Resp
91 3 3
77 0 NA
Network Service (NSR's)
PACSES Network (NOC)
NSR's
Speed to Respond
Remedy (Monthly)
90.0%S
L
O
100.0%
S
L
O
100.0%100.0%
100.0%S
L
O
98.0%
County Circuit/Routers
Network Security Services
93.4%Level II/III Time to
Coordinate, Assign & Resolve95.0%
S
L
O
S
L
O
AV/Intrusion Protection (SVR's)
AV/Intrusion Protection (PC's)
Updates & Patch Mngmt (SVR's)
Updates & Patch Mngmt (PC's)
Security Incident Reporting
(ITB-SEC024)
Incident Management
Firewall Service Requests
TitleStatus Level
(Avg.)
Status Level
98.0%S
L
O
91.0%
99.5%S
L
A
Network Availability
Network Servers
NSR's
99.9%
Status Level
Closed
0
Current Month
Previous Month
90.0%
Customer Satisfaction/
Date Survey85.0%
S
L
O
100.0%
99.2%
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throughout the contract period of performance. Any outstanding actions will be
documented and turned over to the commonwealth.
1.5. Scheduled Milestones
Significant projects are documented and scheduled with the DPW project manager.
1.5.1. PC/Desktop refresh
PC/Desktop hardware and software are continuously evaluated to avoid
obsolescence. At the direction of the DPW project manager and LM project
manager, PC/Desktops are upgraded and thoroughly tested to ensure compatibility
with the PACSES application. Any planned upgrades will be documented and
turned over to the commonwealth.
1.5.2. Server upgrades
Server hardware and software are continuously evaluated to avoid obsolescence.
At the direction of the DPW project manager and LM project manager, Servers
are upgraded and thoroughly tested to ensure compatibility with the hosted
applications. Any planned upgrades will be documented and turned over to the
commonwealth.
1.5.3. Network & Circuit upgrades
Network hardware and software are continuously evaluated to avoid obsolescence
and to ensure appropriate level of bandwidth to support performance
requirements. At the direction of the DPW project manager and LM project
manager, Routers, Switches, and circuits are upgraded to maintain network
availability and support utilization demands from the many PACSES applications.
Any planned upgrades will be documented and turned over to the commonwealth.
1.6. SLA/SLO transition
A thorough review of all SLA/SLOs will be conducted with key staff to ensure a smooth
turnover and to minimize downtime or impact to daily operations.
1.6.1. Network Availability (SLA)
Network engineers will share monitoring tools that capture the raw data and
ultimately used to document network availability.
1.6.2. Network Service Requests (SLO)
Project management will share the method of data capture and procedure used to
measure performance to meet the objective.
1.6.3. Network Security Services (SLO)
Project management will share the method of data capture and procedure used to
measure performance to meet the objective.
1.6.3.1. Anti-Virus & Intrusion Protection
1.6.3.2. Security patch management
1.6.4. Security Incident reporting (SLO)
Project management will share the method of data capture and procedure used to
measure performance to meet the objective.
1.6.5. Firewall Service Requests (SLO)
Project management will share the method of data capture and procedure used to
measure performance to meet the objective.
1.6.6. Help Desk Response Time (SLO)
Project management will share the method of data capture and procedure used to
measure performance to meet the objective.
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1.6.7. Help Desk Level 2/3 response (SLO)
Project management will share the method of data capture and procedure used to
measure performance to meet the objective.
2. Hardware Inventory
The list below contains a current snapshot of the hardware supporting the PACSES
network
Components Totals Manufacturers Operating
Systems
Notes
Routers 79 Cisco Systems Cisco IOS
Switches 222 Cisco Systems Cisco IOS Core, 12, 24, 48 Port
Firewalls 4 Cisco Systems Cisco IOS ASA
Servers 126 IBM, Dell, Cisco Windows 2008 R2
Server SP2
AD, File, & Print
Content/WA
Engines
85 Cisco Systems Cisco IOS Audio/Video Content
Delivery
Workstations 3251 Dell, HP Windows 7 SP1 w/dual monitors
Printers 924 Kyocera, Lexmark N/A
3. Network Service & Support
Turn over administration and current configuration of routers, switches, and circuits.
3.1. Review configurations and maintenance procedures for network support
3.2. Create accounts for access to routers, switches, and circuits
3.3. Demonstrate access and share administration
4. IVR management
Turn over administration and current configuration of IVR and circuits.
4.1. Review configurations and maintenance procedures for IVR support
4.2. Create accounts for access to IVR and circuits
4.3. Demonstrate access and share administration
5. IT security services and support
Turn over administration and current configuration of IT security
5.1. Review configurations and maintenance procedures for IT security support
5.2. Create accounts for access to IT security services and appliances
5.3. Demonstrate access and share administration
6. End user services
Turn over administration and current configuration of all servers, desktops, printers, and
scanners
6.1. Review configurations and maintenance procedures for servers, desktops, printers, and
scanners
6.2. Create accounts for access to servers and local admin accounts for desktops
6.3. Demonstrate access and share administration
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7. Turnover administrative access to Commonwealth
7.1. Create admin accounts for Key Commonwealth Personnel and apply access to all
essential hardware.
7.2. Verify admin level of access on all critical hardware
8. Commonwealth takeover Client Infrastructure Operations
8.1. LM will be available as back-up support while the commonwealth’s key personnel
manage and support the client infrastructure network, IVR, IT security and end user
services.
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Relative 60 day schedule Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7 Week 8 Week 9
Project Management
Organizational Roles & Responsibilities
IT Operations
Review Task Objectives
Deliverables
Milestones
SLA / SLO review
Hardware Inventory
Network
IVR
IT Security
End User
Network Service and Support
Demonstrate access to and share
administration and current configuration
of routers, switches, and circuits.
IVR Management
Demonstrate access to and share
administration and current configuration
of IVR servers and circuits.
IT Security Services & Support
Demonstrate access to and share
administration and current configuration
of firewalls and proxy servers
End User Services
Demonstrate access to and share
administration and current configuration
of Servers, Desktops, Laptops, Printers,
and Scanners
Turnover administrative access
Commonwealth takeover
Timeline for Preliminary Turnover Plan