Professional Documents
Culture Documents
IT Service Catalog
IT Service Catalog
Table of Contents
Computer Services:........................................................................................................................................................................................
3
Computer Software Training...................................................................................................................................................
3
Consultancy and Advocacy .....................................................................................................................................................
4
Desktop Support Services .....................................................................................................................................................
5
Enterprise & Business Systems Support .................................................................................................................................
6
Helpdesk Support Services......................................................................................................................................................
7
Systems Administration and Operations ................................................................................................................................
8
Web Design .............................................................................................................................................................................
9
Web and Software Development .........................................................................................................................................
10
Data Center Services:...................................................................................................................................................................................
11
Server Co-Location ................................................................................................................................................................
11
Server Hosting .......................................................................................................................................................................
12
High Performance Computing Services: ......................................................................................................................................................
14
Batch Processing ...................................................................................................................................................................
14
MySQL Database Hosting......................................................................................................................................................
15
Oracle Database Hosting.......................................................................................................................................................
16
Infrastructure Services: ...............................................................................................................................................................................
17
Hosted Server Backup ...........................................................................................................................................................
17
1
Information Technology (IT) Service Catalog
2
Encryption Waivers ...............................................................................................................................................................
26
Firewall Exception Requests .................................................................................................................................................
27
Incident Response .................................................................................................................................................................
28
Policy Waivers .......................................................................................................................................................................
29
Security Assessment and Authorization (SA&A) ...................................................................................................................
30
Security and Privacy Concerns ..............................................................................................................................................
31
System Vulnerability Scanning ..............................................................................................................................................
32
Operating System Administration.........................................................................................................................................
34
SSL Server Certificates...........................................................................................................................................................
35
Systems and Application Monitoring....................................................................................................................................
36
Virtual Server Hosting ...........................................................................................................................................................
38
Statistical Services: ......................................................................................................................................................................................
39
Statistical Consultation .........................................................................................................................................................
40
Storage Services:..........................................................................................................................................................................................
41
ITOG System / Storage Account Permissions........................................................................................................................
41
Storage and Data Protection Services...................................................................................................................................
42
Telecommunications Services: ....................................................................................................................................................................
44
Voice over Internet Protocol (VoIP) ......................................................................................................................................
44
Computer Services:
• Web: http://css.ncifcrf.gov/training
• Phone: 301-846-5115
• Email: fredhelpdesk@nih.gov
Web:
http://css.ncifcrf.gov/helpdesk/requestor/subm
it.asp
Computer Services:
• Phone: 301-846-5115
• Email: fredhelpdesk@nih.gov
• Web:
http://css.ncifcrf.gov/helpdesk/request
or/submit.asp
Computer Services:
• Phone: 301-846-5115
• Email: fredhelpdesk@nih.gov
• Web:
http://css.ncifcrf.gov/helpdesk/request
or/submit.asp
Computer Services:
Web Design
What is the service? What should you expect?
The Frederick National Laboratory for Cancer Once a request has been submitted, dedicated
Research (FNLCR) currently has two data centers Data Center staff will be available to assist during
each step of the process.
capable of hosting physical and virtual servers
for internal and external customers. The first Service availability – 24x7
data center is located in building 430 on the NCI
at Frederick campus and the second is located at Support: Normal business hours Mon –
the Advanced Technology Research Facility Fri, 8:00 a.m. – 5:00 p.m., local time,
(ATRF). holidays excluded
The Frederick National Laboratory for Cancer Once a request has been submitted, dedicated
Research (FNLCR) currently has two data centers Data Center staff will be available to assist during
capable of hosting physical and virtual servers each step of the process.
for Frederick customers. The first data center is
located in building 430 on the Ft. Detrick campus Service availability – 24x7
and the second is located at the Advance
Support: Normal business hours Mon –
Technology Research Facility (ATRF).
Fri, 8:00 a.m. – 5:00 p.m., local time,
holidays excluded
What is included?
15
High Performance Computing Performance Measures –
• Notification of downtime due to
Services: quarterly maintenance will be
based on negotiated SLA with 3
Oracle Database Hosting weeks prior notification of
service interruption.
What is the service?
The ISP maintains both production and • Service reliability exceeds
development Oracle database 99.99%. Service availability is at
servers. Customers may request access to an least 99%.
existing database and/or the creation of a new
instance commensurate with project How do you request this service?
requirements. To obtain these services, please log a
Service Request ticket with the NCI at
What is included? Frederick Helpdesk using one of the
• Creation of an Oracle database and an following methods:
account with specified privileges on that
database. • Phone: 301-846-5115
• Comprehensive backup procedures to • Email: fredhelpdesk@nih.gov
ensure full database recoverability. • Web:
• Creation of additional accounts with http://css.ncifcrf.gov/helpdesk/requ
more restrictive access to the database. estor/submit.asp
• Access to the database via network
connections from within the FNLCR
network.
16
Infrastructure Services: How do you request this service?
Performance Measures –
• Backups are transparent to the
users of the Server.
• Backups are kept for 90 days.
• In the event of data loss files can
normally be recovered in one
business day.
• Files are restored by the Backup
Administrator.
Infrastructure Services:
Offline Data Archive Service availability – 24x7
Normal business hours Mon – Fri, 8:00
What is the service? a.m. – 5:00 p.m., local time, holidays
excluded
This service provides long term storage of data
on tape. Data is stored on archival system for 7 Performance Measures –
years. • Archive services should be available 24x7
except during scheduled maintenance
windows.
• Archive data that is not needed to support • Service reliability exceeds 99.9%.
current operations.
• Archive data that needs to be kept for legal How do you request this service?
reasons, but is no longer used.
• Archive data that is needed to support a To obtain these services, please log a
Service Request ticket with the NCI at
scientific paper.
Frederick Helpdesk using one of the
• Once data has been written to the archive, following methods:
remove it from its original location.
• Phone: 301-846-5115
What is included? • Email: fredhelpdesk@nih.gov
• Web:
The archive service is mounted as a NFS file http://css.ncifcrf.gov/helpdesk/requesto
system accessible from moab.ncifcrf.gov. Users r/submit.asp
can copy their files to the NFS file system and
they are automatically written to the archival
system.
Network Services:
Internet Protocol Address
Management (IPAM) What should you expect?
Network Services:
21
• New switch port provisioning for an Network Services:
existing Protected VLAN occurs within 2
business days of receipt of request.
Wireless (Wi-Fi) Services
• Firewall configuration changes and
additions for existing Protected VLANs What is the service?
are contingent on the nature of the
Wi-Fi service provides employees and guests the
changes and possible consultation with ability to connect to the Internet from Wi-Fi
ISCO enabled laptops and mobile devices. Authorized
employees have full access to NCI-Frederick
How do you request this service?
network resources as well as the Internet; guests
are only able to access Internet resources. The
To obtain these services, please log a
service is only available at locations where Wi-Fi
Service Request ticket with the NCI at infrastructure has been installed. Wi-Fi
Frederick Helpdesk using one of the infrastructure installation, coverage and
following methods: availability vary by location.
What is included?
22
Provisioning Service Levels –
• Incident response occurs within
Security Services:
1 business day of receipt of
request. Administrative Account Requests
• New service response within 5
What is the service?
business days. Implementation
depends on complexity of ISCO processes requests for administrative
project. accounts for users who need administrative
• New construction/renovation to rights to their system for job-related tasks.
be evaluated by Networking
Group and require OSO approval This service is limited and will only be approved
completion time TBD. for users that require these rights.
What is included?
How do you request this service? • Assistance with completing request form
To obtain these services, please log a • Verification of training in the NIH
Service Request ticket with the NCI at Security Awareness Training Database
Frederick Helpdesk using one of the • Reviewing the form for adequate
following methods: justification and compensating controls
• Phone: 301-846-5115 • Obtaining required approvals
• Email: fredhelpdesk@nih.gov
• Providing approvals to C&SS for
• Web:
processing
http://css.ncifcrf.gov/helpdesk/requesto
r/submit.asp
What should you expect?
Service availability –
Support time: Normal business hours
Mon – Fri, 8:00 a.m. – 5:00 p.m., local
time, holidays excluded
• Phone: 301-846-5115
• Email: fredhelpdesk@nih.gov
• Web:
http://css.ncifcrf.gov/helpdesk/requesto
r/submit.asp
Security Services:
Application Vulnerability Scanning
What is the service? What should you expect?
All NIH/NCI issued portable devices require To obtain these services, please log a
encryption, but occasionally encryption waivers Service Request ticket with the NCI at
Frederick Helpdesk using one of the
are required for systems connected to a
following methods:
scientific device or if the system has special • Phone: 301-846-5115
circumstances that meet specific criteria. • Email: fredhelpdesk@nih.gov
Examples of Portable/Mobile Computing Devices • Web:
include laptops, cell phones, iPads, portable hard http://css.ncifcrf.gov/helpdesk/requesto
drive and USB/Thumb Drive. r/submit.asp
What is included?
Service availability –
Normal business hours Mon – Fri, 8:00
a.m. – 5:00 p.m., local time, holidays
excluded
• Phone: 301-846-5115
• Email: fredhelpdesk@nih.gov
• Web:
http://css.ncifcrf.gov/helpdesk/requesto
r/submit.asp
Security Services: be responsible, and how this type of
incident can be prevented in the future.
ISCO will request remediation of affected
Incident Response resources and verify completion. As
What is the service? necessary, the IRT will take measures to
limit the amount of damage to the rest of
ISCO identifies computer security and privacy- the NIH IT infrastructure or community.
related incidents, characterizes the nature and • Post-Incident Activity.
severity of incidents, and provides immediate Follow-up occurs in this phase. ISCO
diagnostic and corrective actions when completes reports of the incident and
appropriate. subsequent recovery process and records
ISCO also receives notification from NIH regarding lessons learned. The report is submitted to
potential infected machines, compromised NIH and a final copy of the incident report
passwords and vulnerable systems. ISCO is sent to the HHS CSIRC.
determines the correct remediation steps and
notifies the responsible personnel.
What should you expect?
What is included?
Service availability –
Service is available 24x7
• Preparation.
Support: Normal business hours Mon –
The NIH Incident Response Team (IRT) and Fri, 8:00 a.m. – 5:00 p.m., local time,
ISCO undertake activities in preparation holidays excluded
for responding to an incident before it
occurs. Provisioning Service Levels –
• Detection and Analysis. • This will vary the type and extent of the
When an actual or suspected security or
incident.
privacy incident has been detected, IRT
and ISCO perform an initial investigation to How do you request this service?
determine if an incident has occurred. If
there is confirmation of an incident, the ISCO will contact C&SS for the remediation
IRT and ISCO formulates an overall of all desktops and system owners will be
response strategy, briefs the NIH CISO and contacted for server-related incidents.
other concerned parties as to what has
If you suspect your computer is infected,
occurred, and reports the incident to the please log a Service Request ticket with the
HHS CSIRC. NCI at Frederick Helpdesk using one of the
• Containment, Eradication, and Recovery. following methods:
This phase is used to gather electronic and • Phone: 301-846-5115
physical evidence to determine exactly • Email: fredhelpdesk@nih.gov
what has happened, who might • Web:
http://css.ncifcrf.gov/helpdesk/requestor/
submit.asp
Security Services:
Policy Waivers
What is the service? How do you request this service?
When joining the network, laptops, desktops and To obtain these services, please log a
servers must adhere to minimum security Service Request ticket with the NCI at
Frederick Helpdesk using one of the
requirements for federal information and
following methods:
information systems. Occasionally, systems need
a waiver if the policies affect the intended • Phone: 301-846-5115
purpose for the system. • Email: fredhelpdesk@nih.gov
• Web:
What is included? http://css.ncifcrf.gov/helpdesk/requesto
r/submit.asp
• Assistance with completing request form
• Reviewing the form for adequate
justification and compensating controls
• Obtaining the required approvals
Service availability –
Normal business hours Mon – Fri, 8:00
a.m. – 5:00 p.m., local time, holidays
excluded
• Assistance with the categorization of the To obtain these services, please contact
information system. ISCO at:
• Selecting security controls based on NIST
• Phone: 301-846-1370
800-53
• Email: isc-ncif@mail.nih.gov
• Assistance with completing system
security plan and obtaining approval
from Authorization Official Designated
Representative (AODR)
• Provide guidance during security control
implementation
• Security control assessment
• Security authorization package that
includes, security plan, security
assessment report and Plan of Action
and Milestones (POAM)
Security Services:
Security and Privacy Concerns
What is the service? How do you request this service?
This service provides users with a resource to To obtain these services, please contact
answer any questions related to security or ISCO at:
privacy.
• Phone: 301-846-1370
What is included? • Email: isc-ncif@mail.nih.gov
Service availability –
Normal business hours Mon – Fri, 8:00
a.m. – 5:00 p.m., local time, holidays
excluded
What is included?
How do you request this service?
• System vulnerability scan using Nessus
• Detailed report with all findings To obtain these services, please log a
Service Request ticket with the C&SS
• Explanation of findings (if requested)
Helpdesk using one of the following
methods:
• Phone: 301-846-5115
What should you expect?
• Email: fredhelpdesk@nih.gov
Service availability – • Web:
Normal business hours Mon – Fri, 8:00 http://css.ncifcrf.gov/helpdesk/requesto
a.m. – 5:00 p.m., local time, holidays r/submit.asp
excluded
Server Services:
Globus GridFTP
What is included?
• Notification of exceeded
thresholds within 10 minutes of
event
• Notification of downtime due to
scheduled maintenance 5
business days in advance
• Service availability exceeds 99%
uptime
• Phone: 301-846-5115
• Email: fredhelpdesk@nih.gov
• Web:
http://css.ncifcrf.gov/helpdesk/requ
estor/submit.asp
Server Services:
Virtual Server Hosting Provisioning Service Levels –
• Investigator collaborations
o Conference/consultation with How do you request this service?
senior scientists and principal
To obtain these services, please contact the
investigators
Director of Statistical Services:
o Written reports
o Oral presentations
• Phone: 301-846-1060 or 301-846-5115
• Email: ncifstatistics@nih.gov
• Analytical consulting • Web:
o Experimental design http://css.ncifcrf.gov/Pages/Services/St
o Data processing and exploration atistics.aspx
o Analysis and modeling
o Interpretation and visualization
o Development and
application of advanced
statistical methods
o Monte Carlo/simulation studies
o Generalized linear modeling
o Univariate/multivariate
analyses
o Development and
application of advanced
statistical method
• Manuscript preparation
o State of the art graphics
o Cutting edge statistical
methodology
Storage Services: • Complex storage permissions
can extend permissions update
ITOG System / Storage Account by several days
Permissions
Performance Measures –
What is the service? Services are provided by the ITOG
Systems and Storage groups, in
Provide customer access to batch and storage cooperation with the NCI Frederick IT
resources hosted in the B430 and ATRF data helpdesk and the NIH helpdesk.
centers.
Account updates to allow access to computing To obtain these services, please log a
and storage resources Service Request ticket with the NCI at
Frederick Helpdesk using one of the
What should you expect? following methods:
• Phone: 301-846-5115
• Email: fredhelpdesk@nih.gov
• Web:
http://css.ncifcrf.gov/helpdesk/request
or/submit.asp