Infrastructure Services

DoIT provides a number of IT infrastructure-related services to Executive Branch State agencies.

Server Management Services

Service

Description

The Maryland Department of Information Technology (DoIT) offers Maryland state agencies a secure, centralized computing platform for host agency applications and services. Customers can choose to add-on the Server Management Service (SMS) bundle to leverage DoIT’s 30+ server and storage staff. The enterprise shared services bundle includes patch management, endpoint protection, network monitoring and a standardized network architecture.

Features and Benefits

Centralized Support Team: One of the key benefits of Enterprise Shared Services (ESS) is a dedicated unit (including people, processes and technologies) that is structured as a centralized point of service and is focused on the administration and maintenance for delivery of core support functions. These functions are supported by the DoIT Cloud Services division of ESS and supports multiple business units within the enterprise. Shared services may involve numerous business functions and IT processes.

Design Best Practices: Through enterprise architectural design, structure and standardization DoIT is able to provide a higher degree of management, administration and execution of tasks to customers. As a result execution and long-term delivery results by internal enterprise personnel or by service providers, or some combination thereof is consistent.

Economies of Scale: With each service being offered, DoIT is able to decrease costs. Through higher volume purchases by increasing the number of endpoints managed lessens the cost per transaction. ESS allows DoIT to leverage economies of scale by consolidating resources and streamlining IT processes through effective use of technology and a simple service delivery model.

Department Owner
Infrastructure Services

Service Owner
Ronald L. Mundy
ronaldl.mundy@maryland.gov
410-697-9466

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

Status
Currently offered

Eligible Customers

Enterprise Agencies	Yes
Individual State Agencies	No
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	Security-as-a-Service Standardized network architecture SwGI compliant IP address space
Technical	Network configuration changes may be necessary for all servers within a customer network to be managed by the ESS toolset.
Non-Technical	N/A

Notes:
Other network compliance may be needed depending on the complexity of customer environment.

Scope of Service

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

In Scope	Patching Security Monitoring Endpoint Protection Highly secured and segmented networking environment
Out of Scope	Application administration
Customer Responsibilities	Application and database layer responsibilities.

Service Level Agreements

Category	Enterprise Customer	Standalone (Non-Enterprise) Customer
Availability	99.9% Uptime	N/A
Capacity	N/A	N/A
Support Hours	8AM - 5PM Monday - Friday	N/A
Maintenance Schedules	Microsoft Windows updates and patches applied to servers the third week of every month Tuesday - Thursday from 7PM - 12AM.	N/A
Upgrades and Refreshes	N/A	N/A

Notes:
N/A