Service Description

Business Application Services operates as a customer front-end liaison providing integration services to design, pilot and implement web applications into the Enterprise Data Centers.

The service follows the ITIL service operation model to provide incident, problem management, change/release process, and fulfillment requests allowing consistent approach and response to the customer needs.

Hosting and supporting enterprise applications infrastructure servicing end-user environment such as Tivoli End-Point solution, On-Premise SharePoint, CommVault backup/restore, and Enterprise Mobility Management solution.

Service is provided for customer and enterprise applications within the end user infrastructure, Web Farms 2 and 3 hosted in the USDA Enterprise Data Centers at St. Louis, MO; Kansas City, MO; Salt Lake City, UT; Beltsville, MD; and Fort Collins, CO.

What is included

• Infrastructure Integration Services: Integrate delivery of commercial and government based solutions on behalf of the enterprise environment including infrastructure components, productivity enablers, and operation support systems. Maintenance of the database environment includes provisioning of new database servers, database clustering solution, operation and support of database servers as System DBA. Performs system backups of customer business applications by utilizing the NITC infrastructure.
• Default system backups are performed as follows:

• Application Integration Services: Service consists of working side by side with the customer development community to understand requirements, provide technology consultant services, and establish integration and customization of frontend/mid-tier/backend platforms for the customer. Service includes support to develop, test, certify and deploy applications into production environment, and moving applications into and between different environments. Service includes technical consulting on application architecture and development, as well as 3rd tier production support for incident management.
• Operational Support Services: Service consists of performing reoccurring maintenance, proactive monitoring, incident triage, troubleshooting and resolution for all end-user/enterprise application server infrastructure and enterprise applications. Perform event and problem management activities overseeing the needs of operating systems, COTS packages, and custom solutions. Delivering service request fulfillment, request for change processing, and release management activities. Tracking and maintaining asset inventory.
• NITC Facility Services: This includes the rack space, power and air for physical servers. NITC SAN storage is utilized for data services.

Cost Savings Tips

• Appropriate incident resolution resulting in reduced downtime.
• Timely and successful implementation of applications into the IT environment, resulting in faster uptime for new programs.
• Cost-effective security administration.
• Open access to enterprise databases without compromising security.
• Timely recovery of lost data, for customers with system backup.

Additional Information

Core Hours of Service: The ITS AOB, IOC provides 24 hour x 7 days a week monitoring and incident handling (triage) for all environments, excluding government holidays and planned maintenance hours. In some situations, changes will be necessary outside of normal maintenance hours. A 1 week notification will be provided for normal changes made outside of official maintenance hours. Emergency changes having impact to Security or production operations may also be necessary. For these, customers will be notified as soon as the needed change is identified and the change would happen at the least impacted hours such as the immediate evening of the change identification date.