Enterprise Technology Systems:

Information Technology (IT) employ professional, technical and other assistants to implement and maintain an information technology governance program for state agencies; establish review criteria for the agencies information technology projects, procurement and purchases; develop and implement recommendations for the proper management of agencies information technology resources; review and make recommendations to the governor concerning information technology budget requests made by agencies; adopt information technology policies and standards and ensure agency compliance with the policies and standards.

Cost Pools:

Business Support Services

  • Manage IT contracts
  • Analyze IT procurement and compliance
  • Manage assets and inventory
  • Update Service Catalog
  • Financial Reporting/auditing
  • Fiscal policies/procedure manual
  • Manage two billing systems

Service Delivery

  • Support Enterprise services
  • Monitor and maintain customer local area networks, file servers and server management
  • Deploy workstations with associated applications and peripherals to agency run offices
  • Support primary Enterprise technology equipment repair

Field Services

  • Support primary technology equipment repair to all agency field offices
  • Facilitate Enterprise-wide training
  • Offer Enterprise support services to agency field offices
  • Deploy workstation associated applications and peripherals to all agency field offices
  • Repair or service field technology equipment

Network/Security Services

  • Design, implementation, and support of State's network infrastructure
  • Support for statewide data and voice network
  • Monitor Enterprise network operations and security
  • Monitor security and network filtering

Systems Services

  • Support system administration for information technology operations
  • Monitor Enterprise antivirus and active directory
  • Monitor Enterprise backup services
  • Support Enterprise software implementation

Call Center Support Services

  • Offer centralized first-tier support (Call Center) for users of Enterprise technical support and services
  • Maintain records of daily communication transactions  
  • Based upon intake refer major hardware and software solutions to vendors or technicians for service
  • Identify Enterprise outages

Server Support

  • Maintain and manage Enterprise-level servers and storage devices including operating systems and server software
  • Assistance provided for servers including troubleshooting, operating system installs and upgrades
  • Research, design and implement leading technologies, i.e. cloud systems

Email Support Services

  • Manage and configure enterprise solution for Google mail, apps and related Google applications for all enterprise users.  
  • Provide end user troubleshooting, account management, as well as e-discovery of email requests.  
  • Configure, manage and administer email spam solution.  Troubleshoot mail quarantine issues.
Pool Analysis:
Indirect Pool Cost:

Methodology of Distribution:
  • Costs are allocated based on:
  • Email- # of Email Addresses
  • Network/Security- # of Network Connections
  • Call Center- # of email accounts
  • Server Support- # of Computers
  • Systems Support- # of Agency Personnel
  • Service Delivery- # of Hours Time-Harvest
  • Field Services - # of Hours Time-Harvest
  • Business Service Support- # of Hours Time-Harvest