Business Alignment - SaskPower

314 Pages·2014·5.59 MB·English

by  Naas, John

Service Catalogue

SaskPower IT&S - Services Catalogue

Version 1.0 1
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Service Catalogue
Document review and approval
Revision history
Version Author Date Revision
1.0 Andrew Chad, Supervisor IT Vendor 2013/08/27 Consolidated Service Catalogue from VoR1 and VoR2
Management
This document has been reviewed by
Reviewer Date reviewed
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This document has been approved by
Subject matter experts
Name Area of Expertise Date approved
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TABLE OF CONTENTS
PURPOSE ...................................................................................................................................................................................................................... 6
EXECUTIVE SUMMARY ............................................................................................................................................................................................... 6
POSITION-TO-SERVICES MAP ................................................................................................................................................................................... 7
SERVICES ..................................................................................................................................................................................................................... 9
.Net Services – Level 1 .......................................................................................................................................................................................... 9
3rd Party Application Support – Level 1 ................................................................................................................................................................ 14
Account Management – Level 1........................................................................................................................................................................... 21
Business Analysis Services – Level 1 .................................................................................................................................................................. 25
Deskside Services – Level 1 ................................................................................................................................................................................ 29
Desktop Telephony Service – Control Rooms – Level 1 ..................................................................................................................................... 32
Disaster Recovery Services – Level 1 ................................................................................................................................................................. 37
Enterprise Content Management (ECM) Services – Level 1 ............................................................................................................................... 41
Emergency Communication Services – Level 1 .................................................................................................................................................. 49
GIS Database Administration and Management – Level 1 .................................................................................................................................. 54
IMAC Services – Level 1 ...................................................................................................................................................................................... 61
Information Analysis (Junior BW) – Level 1 ......................................................................................................................................................... 65
Information Analysis (Senior BW) – Level 1 ........................................................................................................................................................ 69
Information Analysis (Junior BOBJ) – Level 1 ..................................................................................................................................................... 74
Information Analysis (Senior BOBJ) – Level 1 ..................................................................................................................................................... 78
Intel Server Services –Level 1 ............................................................................................................................................................................. 82
Learning Support – Level 1 .................................................................................................................................................................................. 89
Messaging Services – Level 1 ............................................................................................................................................................................. 93
Mobile Devices Services – Level 1 ...................................................................................................................................................................... 98
Network Technical Services – Level 1 ............................................................................................................................................................... 101
Organizational Change Management– Level 1 .................................................................................................................................................. 108
Project Management Services – Level 1 ........................................................................................................................................................... 113
Project Management Services (Program Manager) – Level 1 ........................................................................................................................... 118
Project Management Services (Portfolio Manager) – Level 1 ........................................................................................................................... 124
Project Resourcing Services – Level 1 .............................................................................................................................................................. 131
Project Support Services (Project Quality Assurance) – Level 1 ....................................................................................................................... 133
Project Support Services (Project Administration) – Level 1 ............................................................................................................................. 138
Public Address/Alerting Communications – Level 1 .......................................................................................................................................... 143
Resource Planning Services – Level 1 .............................................................................................................................................................. 146
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SAP NetWeaver – Level 1 ................................................................................................................................................................................. 147
SAP Functional Support Services – Level 1 ...................................................................................................................................................... 152
SAP Development Services – Level 1 ............................................................................................................................................................... 157
SAP Security Services – Level 1........................................................................................................................................................................ 161
SAP Software Quality Analysis – Level 1 .......................................................................................................................................................... 166
Security Administration – Level 1 ....................................................................................................................................................................... 172
Service Desk – Level 1 ...................................................................................................................................................................................... 176
Software Quality Analysis – Level 1 ................................................................................................................................................................... 180
Solution Architecture – Level 1 .......................................................................................................................................................................... 186
Test Services – Level 1 ...................................................................................................................................................................................... 189
Test Services (Lead Role) – Level 1 .................................................................................................................................................................. 193
UNIX Server Services –Level 1 .......................................................................................................................................................................... 199
Voice Logging Services – Level 1 ...................................................................................................................................................................... 209
Voice Messaging Services – Level 1 ................................................................................................................................................................. 214
Voice Network – WAN Access – Level 1 ........................................................................................................................................................... 219
ARCHITECTURE SERVICES – LEVEL 1 ................................................................................................................................................................. 226
DIRECT SERVICES .................................................................................................................................................................................................... 226
Enterprise Architecture Development Service ................................................................................................................................................... 226
Solution Architecture Development Service ....................................................................................................................................................... 229
Architecture Review Service .............................................................................................................................................................................. 231
Architecture Consulting Service ......................................................................................................................................................................... 233
SUPPORT SERVICES ................................................................................................................................................................................................. 235
Enterprise Architecture Education and Awareness Service .............................................................................................................................. 235
Enterprise Architecture Repository Service ....................................................................................................................................................... 237
FOUNDATION SERVICES ............................................................................................................................................................................................ 239
Enterprise Architecture Policy and Standards Service ...................................................................................................................................... 239
Enterprise Architecture Methods and Tools Service .......................................................................................................................................... 241
Enterprise Architecture Reference Models Service ........................................................................................................................................... 243
ARCHITECTURE SERVICES – LEVEL 2 ................................................................................................................................................................. 245
DIRECT SERVICES .................................................................................................................................................................................................... 245
Enterprise Architecture Development Service ................................................................................................................................................... 245
Solution Architecture Development Service ....................................................................................................................................................... 248
Architecture Review Service .............................................................................................................................................................................. 251
Architecture Consulting Service ......................................................................................................................................................................... 253
SUPPORT SERVICES ................................................................................................................................................................................................. 254
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Enterprise Architecture Education and Awareness Service .............................................................................................................................. 254
Enterprise Architecture Repository Service ....................................................................................................................................................... 256
FOUNDATION SERVICES ............................................................................................................................................................................................ 258
Enterprise Architecture Policy and Standards Service ...................................................................................................................................... 258
Enterprise Architecture Methods and Tools Service .......................................................................................................................................... 260
Enterprise Architecture Reference Models Service ........................................................................................................................................... 262
APPENDIX ................................................................................................................................................................................................................. 264
APPENDIX A – APPROVED APPLICATION LIST ............................................................................................................................................................. 264
APPENDIX B – GIS SPECIFIC APPLICATIONS .............................................................................................................................................................. 270
APPENDIX C – GENERAL REQUIREMENTS AND PRACTICES ......................................................................................................................................... 273
APPENDIX D – SERVICE LEVEL UNDERSTANDINGS ..................................................................................................................................................... 275

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Purpose
• The purpose of this document is to define the Services for SaskPower IT&S to support their IT infrastructure and service requirements.
Executive Summary
• The SaskPower IT&S Service Catalogue identifies in one cohesive document the IT service management information. It is a living document that provides
stakeholders with detailed information on each service. It includes:
A common catalogue of defined services,
o
Clear parameters and metrics for delivering the services,
o
Common processes, and
o
Clear ownership of tasks and services.
o

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Position-to-Services Map

SaskPower Functional Area Service Category Position Services Service Catalogue
BP&P Account Management Account Manager Account Management Services
BP&P Learning Support Learning Support Consultant Learning Support Services
TD&O 3rd Party Application Support Database Administrator Application Support (non SAP)
TD&O 3rd Party Application Support Support Analyst & Developer Application Support (non SAP)
TD&O Business Analysis Business Analyst Business Analysis Services
TD&O Deskside Deskside Technician Deskside Services
TD&O Deskside IT Planner/Scheduler Deskside Services
TD&O Enterprise Content Management
(ECM) Support Analyst & Developer ECM Services
TD&O GIS Data Administration GIS Database Administrator GIS Database Administration and Management
TD&O IMAC Install Technician IMAC Services
TD&O Intel Intel Server Support Intel Server Services
TD&O IT Operations Support Disaster Recovery Consultant Disaster Recovery Services
TD&O Messaging Technician Operational & Support Messaging Services
TD&O Midrange Midrange Support Unix Server Services
TD&O Organizational Change Management Organizational Change Consultant/Analyst Organizational Change Management Services
TD&O Project Management Portfolio Manager Project Management Services
TD&O Project Management Program Manager Project Management Services
TD&O Project Management Project Manager Project Management Services
TD&O Project Support Services Project Administrator Project Support Services
TD&O Project Support Services Project Quality Assurance Project Support Services
TD&O SAP Services SAP Developer SAP Development Services
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SaskPower Functional Area Service Category Position Services Service Catalogue
TD&O SAP Services SAP Functional SAP Functional Support Services
TD&O SAP Services SAP NetWeaver Administrator SAP NetWeaver Services
TD&O SAP Services SAP Security Consultant SAP Security Services
TD&O SAP Software Quality Analysis SAP Software Quality Analyst SAP Software Quality Services
TD&O Security Administration Security Administrator Security Administration Services
TD&O Service Desk Service Desk Support Service Desk
TD&O Software Quality Analysis Software Quality Analyst Software Quality Services
TD&O Test Services Automated Test Specialist Test Services
TD&O Test Services Lead Automated Test Specialist Test Services
TP&I .NET Services .Net Developer and Support Analyst .NET Development Services
TP&I Information Analysis Business Objects (BOBJ) Specialist Information Analysis Services
TP&I Information Analysis Business Warehouse(BW) Specialist Information Analysis Services
TP&I Network Network Support Analyst Network Technical Services
TP&I Solution Architecture Solution Architect – Application Solution Architecture
TP&I Solution Architecture Solution Architect – Desktop Solution Architecture
TP&I Solution Architecture Solution Architect – Information Solution Architecture
TP&I Solution Architecture Solution Architect – Infrastructure Solution Architecture
TP&I Solution Architecture Solution Architect – Security Solution Architecture
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Services
.Net Services – Level 1
Service Name: Service Customer: Service Owner:
• .Net Development & Support Services • All Business Units • Supervisor, Mobility/Development
• Supervisor, Application Support

Description & Scope: Elements:
• Analyze and design of .net oriented software solutions
• Requirement analysis
• Identify the scope of work required to complete software development
• Design
activities
• Development
• Perform application testing and lead design and code walk-through
• Integration and test
sessions to ensure adherence to development standards
• Implementation
• Identify common SOA implementation scenarios
• Operations & maintenance
• Identify the products and technologies used to build connected systems
solutions

• Create distributed applications using the Team Foundation Server
• Streamline application development using leading practices and standards
• Manage identities and authorizations using leading practices
• Participates in code review
• Leverage SaskPower standards for user interface
• Work with Controls – build sites using ASP.NET controls including basic
web controls, validation controls, list controls, rich user controls, and
custom controls
• Build and use task-specific controls and how to convert web forms into
user controls
• Use validation controls to perform client-side and server-side validation
depending on browser capabilities
• Create applications that query, filter, order, and group data from external
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data sources
• Bind data to an ASP page using data-bound controls.
• Use site-navigation controls to render navigation links and create a well-
managed navigation solution
• Manage release control using leading practices
• Define a consistent look of pages and controls for a web site using themes
and ASP.NET master pages
• Build the next generation of cutting-edge media rich web pages using
Silverlight
• Monitor the status of deployed applications and trace various web events.

Benefits Positions:
• Use of software development standards
• .Net Developer and Support Analyst
• Lower software engineering time costs
• Increase software reliability
• Involve the user early in the development process

Measurements and Targets: Deliverables:
• Peer review • Functional specification documentation
• Defects tracked and # of reworks • Coding, integration and test cases documentation
• Adherence to standards • Test approach by phase and result documentation
• Timeliness • Move to production documentation

Pricing & Cost Drivers:
Classification Term Rate

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