Wireless Local Area Network (WLAN)

Service

Description

The Maryland Department of Information Technology (DoIT) Enterprise Wireless Local Area Network (WLAN) service is available to Enterprise customers. WLAN service provides mobile internet use within an agency building to authorized State of Maryland government employees and guests. This service wirelessly integrates and extends the agency’s local area network (LAN).

Description

Extension of mobility within an agency’s building - users can connect to critical business information in order to improve their productivity
Ability to share information with employees and guests
Enhanced collaboration in meeting conference rooms
Fully managed service that meets security standards and policies designed for two types of wireless users – secured and unsecured
All hardware and software components required to deliver the WLAN service
Each deployment is designed to customer coverage and security requirements
Service operations provides service based on ITIL methodologies for Incident, Problem, Change and Configuration processes
Plan and conduct routine maintenance to the infrastructure, resulting in optimal network performance and stability
Proactive WLAN performance management and troubleshooting, includes performance alerts on such items as bandwidth, configuration, RF coverage and interference
Remote troubleshooting of wireless performance issues

Dept Owner
WLAN Team

Service Owner
Eric Bathras
eric.bathras@maryland.gov
410-697-9395

Support Contact
DoIT Service Desk
service.desk@maryland.gov
410-697-9700

Status
Currently offered

Eligible Customers

Enterprise Agencies	Yes
Standalone (Non-Enterprise) Agencies	Yes
Counties	No
Local Municipalities	No
Public	No

Notes:
N/A

Service Prerequisites

Before service can be provisioned, the customer must meet the following requirements:

DoIT Provided Services	Subscribe to the Wide Area Network (nwMD) service Subscribe to the Local Area Network service
Technical	Documentation and network diagram of IT infrastructure provided to DoIT Existing Cat5e Cabling
Non-Technical	Establish physical access to agency sites Provide three (3) customer contacts to be used as contacts for this service.

Notes:
N/A

Scope of Service

This section outlines the area of responsibility between the provider (DoIT) and the customer.

In Scope	Network Operations Center monitoring (NOC) NOC ticket management Logistics support (warehouse, receiving, disbursements, equipment support management) Device onboarding and validation WLAN event escalations Preventive maintenance Incident ticket troubleshooting and resolution End of Life (EOL) Equipment Refresh (must have 2 years of useful life left) Service installation within 30-60 days, upon successful completion of assessment and design activities. Additional structured cabling and equipment requirements may delay service delivery 24x7x365 monitoring and management via NOC Plan and conduct routine maintenance to the infrastructure Initial site assessment
Out of Scope:	For those desiring to subscribe to this service; transition and audit activities (Discovery, NOC and Logistics) are performed and paid for through a separate Consulting Service Request (CSR) Wide Area Network services Build out of new or expansions of existing wireless LAN Structured cabeling installation
Customer Responsibilities:	Customers of this service must also subscribe to the Wide Area Network service Designate a 24x7x365 point of contact for coordinating planned or emergency maintenance Provide 24 hour access to facilities Responsible for cost of the replacement or repair of structured cabling or wiring Submit a request to the DoIT Service Desk for moves, adds and changes, which may require additional cost

Service Level Agreements