Managed Services

ITS has teams of professional, experienced systems engineers who provide support for servers on Windows, Linux/UNIX, and VMware platforms. These servers host a diverse set of enterprise applications including Academic Information Systems, Data Warehouse, Financial Information Systems, IDM, Staff Human Resources, Student Health Services and University Relations.


Supported Operating-Systems

The following operating systems are supported:

  • Linux/UNIX: The UNIX team supports Red Hat Linux, FreeBSD and Solaris.
  • Windows: The Windows team supports Windows Server 2008 and Windows Server 2012.
  • VMware: The VM Team supports clusters of ESX servers and shared storage.

Features and Benefits

Services performed by the systems engineers include:

  • Developing hardware requirements and specifications: consult with clients and/or application vendors in developing hardware and software requirements and specifications for new servers and systems; coordinate information exchange with hardware and operating system vendors
  • Hardware purchase and delivery: generate vendor quotes, coordinate purchases, and receive equipment delivered to the Data Center
  • Provisioning: coordinate IP and hostname allocation and the implementation of essential firewall rules
    • Physical hosting: coordinate the installation, racking and cabling of hardware hosted in the Data Center
    • Virtual hosting: provision and ensure access to the virtual server
    • Cloud hosting: provision and ensure access to cloud services, including servers and storage
  • Operating-System Installation and Configuration
    • To provide build, configuration and patch infrastructure for supported platforms
    • For each host, configure the operating system in compliance with the standards required by UCOP, UCSC, and ITS policy
    • Work with application and database administrators to install software packages and make kernel-parameter changes as needed
    • Grant privileges to the application and database administrators to install, start, stop and configure their software as needed
  • Management of OS and hardware: manage the operating system by installing security and OS patches; manage group and user-account information; coordinate hardware and OS support through the life cycle of the server
  • System monitoring: monitor server availability and track the utilization of server resources
  • Troubleshooting: provide 24/7 on-call support; diagnose and correct hardware and operating-system problems; provide limited support to application and database administrators when they are troubleshooting applications/services
  • Liaise with other ITS teams: The server administrators serve as the client's liaison with other ITS teams, including Information Security, Networking, and Operations.

Availability

This is a 24x7 service supported by the DCO systems teams. Escalation is provided through Data Center Operations and each team's on-call rotation.

For planned maintenance, the DCO systems teams follow the ITS Change Management Process, and planned changes are posted on the ITS Maintenance Calendar.


Data Security

The UCSC Data Center is appropriate for confidential and most types of restricted data (as defined here).


Eligibility

Managed Services are available to all UCSC academic and administrative departments.


Costs

For FY2014-15, the Managed Services rate is $51/hour.

The number of support hours is estimated by combining known fixed costs with projections for those services that vary with actual demand. Managed services can vary from month to month, but the support hours are calculated by averaging annual support and normalizing support over a three- or four-year period. This is to enable consistent budgeting and to avoid spikes when major system enhancements or replacements take place.


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Note:This service is also offered by Academic Divisional Computing and can be found here.