Hi Ray,

Thanks for responding. Services should be listed in the IT Service Catalog and the only mention of printing services is the PawPrints service. Is this Core UNM print service a new service? Has IT Applications been engaged about the new printing service for use with the Banner ERP? Some of the business units have processes dependent on printing and it would be great to have them migrated to the compliant Core UNM print service.

We previously used the IT print servers but migrated off due to security concerns of them running on operating systems no longer supported by Microsoft.

Will this standard apply to Virtual Desktops (VDI), Windows Embedded, or RT products?

Responsibilities Section:
Some of these standards say there will be a yearly review or “appropriate periodic review”. Will this standard be reviewed yearly?

Compliance Section:
“This standard has been developed, under and is subject to, all UNM policies”
From UNM Policy 2560: “Draft standards will be developed by the IT Managers Council and then sent to the IT Agents Networking Group for review and comment.  The Networking Group will forward their comments to the IT Managers Council for consideration. The Council will publish the proposed standard on the CIO website and solicit comments from the campus.  The IT Managers Council will update the standard based on campus comment and submit it to the IT Cabinet for review.”

“UNM Administration” needs to be defined. Which departments or offices are part of determining compliance.

Installation, Warranty and Equipment Maintenance Section::
“Ensure that equipment is properly and routinely cleaned and maintained”
What criteria is UNM Administration, Internal Audit, and UNM IT using to evaluate whether equipment has been properly and routinely cleaned?

Equipment Set up, Integration and, Security Section:
There is a reference to best practices but none are listed on FastInfo. Also the 200 page document linked in this section has little relevance to the purpose of defining best practices. The only mention of best practices in this document is for Virtualiation, VOIP, Cloud Computing, and mobile devices.

“Operating systems must be within manufactures product life cycle”
What is the exceptions process for this? If there is a mission critical hardware device attached to that machine that is incompatible with updated product offerings?

“Windows based operating systems must receive regular updates and patches through UNM IT Enterprise Update Servers (WSUS)”
Are WSUS services available over UNM Wireless? Off site users? Also, there is not mention of an enterprise OS X update solution. What is the standard for updating UNM owned Apple devices? Is there a UNM repository for Linux/UNIX updates?

“Use Enterprise grade deployment tools such as but not limited to Casper, SCCM, LanDesk, and Symantec Ghost to push, deploy or otherwise manage UNM SOE (Standard Operating Environment)”
How does this affect departments who can’t use a tool like this due to cost, incompatibility issues, or it just doesn’t make sense to have a system that size for a smaller department? Some of these are very expensive systems and it does not make fiscal sense to force a department to purchase an “Enterprise grade deployment tool” to be compliant with the standard. Also, which agency determines if a deployment tool is “Enterprise grade”. Microsoft provides many deployment solutions at little/no cost but are these invalidated because they are not considered “Enterprise grade”?

“All UNM owned devices must utilize Microsoft Active Directory (AD) authentication and be joined to either HEALTH or COLLEGES UNM domains.”
For non-Windows/OS X devices do those have to be joined as well? Will Active Directory services be available over the UNM wireless? What security measures have been taken to encrypt communications of the UNM enterprise wireless network so that users can authenticate against the domain while on UNM property? What about users who have an assigned duty station not on a UNM network? Is UNM prepared to offer an off site solution for Active Directory authentication? What is the time frame for moving to that so departments can be compliant with the requirements of this standard?

“Must use the UNM IT enterprise Key Management Server license (KMS)”
What about users who work off site? Will the KMS server be adjusted to allow connections from outside UNMs network? Currently activations are pulled after 180 days and if a user has a UNM device at home and doesn’t touch the UNM network, the license is pulled from their machine. IT Software Distribution has been instructed to not give departments individual license keys which would activate a perpetual license on that device.

Antivirus Section:
“Must use the UNM IT enterprise managed solution”
Is this a requirement for OS X machines? Also, for UNM owned devices that are running a non Windows/OS-X operating system, is there an antivirus client available for Linux/Unix based operating systems?

Support Plan Section:
“Ensure secure connection and advise on personal firewalls”
What is a personal firewall? Is this a “Host-based firewall”?

2.1.1 Would like to see some avenue/process for future disruptive devices. For example, it became increasingly difficult to purchase Surface Pro devices due to additional layers of approvals/exemptions/etc. for what we as a department see as a standard mobile device. This could extend to devices used in the classroom or those used in business units for non-standard use cases. 

3.1 When the Workstation contract expires, will UNM IT engage IT Agents about developing and reviewing an RFP for UNM Workstations?

Will we see a separate SLA for OneDrive? Or is that considered part of O365/E-mail because of its integration in the catalog?

2 Fees associated with this service are not listed in the Service Catalog

2.1.1.1 Internet Explorer is listed as a compatible browser but is not supported in other Enterprise SLAs published as part of this review. (A-Z Directory)

2.1.1.2 Why do users have to login through myUNM? Why can’t they go directly to lobomail.unm.edu?

2.1.2 “UNM Information Technologies will NEVER intentionally request user credentials in an email” Can the word intentionally be taken out? 

9 Really like this section going into detail about the available reports. Can we see this level of detail integrated to other forthcoming SLAs?

2.1.1 No line item for A-Z

2.1.2 The service desk has instructed many of our users that if they are using a browser besides Internet Explorer on a UNM Windows machine that it is unsupported. Is Internet Explorer no longer support for enterprise applications by UNM IT? What is the new enterprise browser that is compatible with all UNM IT supported enterprise applications?

2.2.1 “…can take multiple business days to complete” This needs to turn into a number.

3.1 Is UNM IT able to provide reports on how many hits each A-Z entry is getting? Departments might be interested knowing how many people are clicking on their A-Z entries.

5.1 Service desk hours are not listed on the support page, there is a link that leads to FastInfo on the support page

2 Backup fees are not listed in service catalog entry. Data storage pricing is listed, is there an additional charge for the “Backup Service” license fee? etc.

http://it.unm.edu/servicecatalog/asset_list.php?type=2&a_id=128&dept=247&origin=az

There are also no add ons lists in the service catalog entry

2.1 Should this section be under 3.1?

2.1.1 “Notify security@unm.edu of any compromises or breaches” Why is this not a Help.UNM ticket?

2.1.2 “Backup client is not capable of backing up databases. Native database tools are required” What backup product doesn’t support this? Should UNM IT be evaluating new backup solutions?

3.1 “Basic up/down system monitoring” does this include storage monitoring?

4.1 Where is the maintenance window listed for the backup service?

5.2 “Requests will be fulfilled within fifteen (15) days” What happens in the event of an emergency for a department? 15 days seems pretty generous for responding to a service request for this service. Exception process seems overly complex with too many approvals, sounds like by the time all the approvals and sign offs were obtained we would be at 15 days for a normal service request.

I had a couple questions about this SLA. Seems like at one point there were discussions about offering up VMs through LoboCloud with standard configurations. For Example, Server 2012 R2 VM with SQL Server preinstalled and appropriate firewall rules in place. Is that still the direction UNM IT is looking at going? Would that fall under the LoboCloud SLA or the Database Hosting SLA? As Rooney mentioned if this is going to be a hosted VM then it sounds like some sort of tie in with the LoboCloud/Virtual Hosting SLA is needed.

I disagree that supported versions of the DBMS’s should not be in the Service Catalog, when reviewing vendor solutions departments need to be able to see what versions of DBMS’s are supported in UNM’s infrastructure. This should be tracked in the Service Catalog and even potentially this SLA. UNM as a customer of these services needs to agree that the versions of DBMS’s UNM IT is supporting meet the business requirements of the University.

2.1.1 Assuming this is talking about the supported DBMS’s, shouldn’t UNM IT Security already know about security gaps identified by the vendor? Or is this talking about the actual application that the Database is supporting?

5.2 Exceptions to service request response times should be explicitly defined. “Week before Fall semester starts” etc. Different UNM Departments may have different business needs.