Common Operating Environment

In order to fulfill KHA’s mission and vision the following high level Technology Architecture guiding principles will be applied (defined in TOGAF recommended format for Architecture Guiding Principles):

Statement: to be truly effective you need to be cost effective.

Rationale: Infrastructure is a commodity & will be treated as such - technology investments will be optimized to ensure overall infrastructure costs are controlled (minimized while supporting business needs).

Implications: In order to increase overall efficiency initial investment in supporting technologies is required (virtualization technologies, monitoring & early warning systems, consolidating resources etc). SLAs will be established and uptime requirements will be scrutinized for business justification to ensure that final solutions are not over-engineered.

Statement: Technical diversity needs to be controlled.

Rationale: Total Cost of Ownership is significantly higher for diverse technology environments due to increased complexity & associated higher maintenance costs (staffing – maintaining diverse skill set etc) – benefits of economies of case can not be achieved.

Implications: Available technology will be constrained within by the common technology reference model – single technology stack will be established and followed with possible exceptions reviewed for compelling business reasons.

Statement: Existing standards & industry best practices will be leveraged as much as possible.

Rationale: Following standards future proofs solutions, ensures interoperability and supportability thus maximizing return on investment while reducing costs.

Implications: A process for setting standards, review emerging standards, and retire existing standards will be established.

IT Service Catalog

Below is a standard set of service offerings, with associated service levels that Technology Group at KHS supports:

Name	Description	SLA	Service Options
24 x 7 operations	OPS running on a 3 shifts per day schedule provides continues 24x7 support	99.99%
Custom printing applications and services	Multi Function Printers	99.5% during Core Business hours	B&W/Colour. On a case by case basis personal scanners can be deployed instead of MFPs to support paper less document mgmt
Computing platforms	Standard departmental build for desktops & loaner laptops(both hardware & OS): Windows XP, Office 2007.	99.9% C10	Depending on business requirements (mostly # of apps needed) desktops could be replaces with terminals as cheaper, easier to manage & greener option.
Security services – scanning, forensics	Intrusion Detection & Intrusion Prevention Systems, Incident response	99.90%
Application & WEB hosting	MS Win Server 2008 Hyper-V (geo dispersed cluster across multiple datacenters) – wherever feasible apps will be hosted in a virtual environment	99.5-99.9% depending on requirements
Database hosting	consolidated DB servers ( geo dispersed across multiple datacenters) running MS SQL 2008 to utilize DB compression & encryption	99.5-99.9% depending on requirements
Central Mail pickup and distribution services
Enterprise application support & monitoring	MS System Center Operations Manager 2007 (monitoring agents deployed on all mission critical servers)	99.90%
Data storage, backup, and recovery	Storage: unified data layer on NetApps FAS3000 based SAN - geo dispersed across multiple datacenters. Backups: Encrypted.	99.90%
Business Continuity & Disaster Recovery	Comprehensive BCP program with quarterly testing.
Data center facilities
Off-site data center
Wireless services	cell phones, wireless networks		Mobile Policy driven: regular cell phones for employees, Windows Mobile based smart phones for director level & up.
Network services – data, voice, and video, Local and long distance services	VoIP + MS Unified Communications (OCS2007 + compatible PBXes etc) - includes voice & video conferencing.	99.9% during Core Business hours	Wherever permitted by BCP (acceptable to loose phones in an event of a power outage) there's no physical phone - instead a headset connected to a desktop is utilized.
Complex enterprise technical support	First level support (Helpdesk) is outsourced.
IT procurement and contract services
Local area network services	QoS enabled, departmental traffic segmented into VLAns	99.90%
Wide area information network, including Internet	Firewalled	99.90%
Corporate Email	(MS Exchange 2007)	99.90%
Identity & Access Management		99.90%
Enterprise Content Management / Collaboration platform, Intranet	Enterprise portal/intranet based on MS Office Sharepoint Server 2007 & self service concept.	99.90%	Tied into Data Classification - content for departmental sites is maintained by data owners.