Office Evolution Systems Management, Documentation and System Practices

/ Office Evolution
Systems Management
Policies
and Documentation Practices
Version 1.0
November 7, 2018

Table of Contents

Overview

Purpose

Change Management

Help Desk Management

Systems Management

Disaster Recovery overview

Network Diagram(s)

Physical Network

Wiring – OE Fortrust Colocation

Wiring – OE Boulder

Wiring – OE Broomfield / Interlocken

Wiring – OE Cherry Creek (Edgar Hart Franchise)

Wiring – OE Denver Market St.

Wiring – OE Denver Tech Center

Wiring – OE Golden

Wiring – OE Littleton

Wiring – OE Lone Tree / Park Meadows

Wiring – OE Louisville

Wireless – (devices located in ceiling where possible)

Router

Firewall Colocation – Fortrust 303-248-7007 (repair)

Firewall Boulder – ISP Comcast Communications / 30Mb Fiber

Firewall Cherry Creek (Edgar Hart Franchise) – ISP Comcast Communications / 50Mb Coax -

Firewall Denver Market Street – ISP Comcast Communications / 50Mb Coax -

Firewall Denver Tech Center – ISP Comcast Communications / 100Mb Coax

Firewall Golden – ISP Comcast Communications / 100Mb Coax

Firewall Littleton – ISP Comcast Communications / 27Mb Coax

Firewall Lone Tree / Park Meadows – ISP Century Link / 40 Mb ADSL

Firewall Louisville – ISP Comcast Communications / 100Mb Coax -

Servers

Server name -

Hardware

Server name -

Hardware

Server name –

Hardware

Backup schedule & informatin

Overview

Software

Exchange Server

Microsoft Exchange 2010 Server Installation

Exchange Performance Optimizer

Component Location

OE Network / Domain Passwords

Shares

IIS

DNS

DHCP

Shares

Printers / multifunction copiers

Workstations

Vendor Contacts

Appendix

Overview

Office Evolution(OE) is a multi-site executive office suite and virtual tenant provider with infrastructure in Metropolitan Denver, CO. OE is also a franchiser working with franchisee’s opening executive suites throughout the continental United States. OE has a handful of off-site work from home users connecting through Mobile VPN. The OE network consists of 25 computers (Windows and Macintosh) and XX servers running Windows 2008 R2 and CentOS. Connection to internet/telephony is preferred through fiber and coax where available with ADSL being a second choice. OE has data center systems located at the Fortrust Colocationhousingcompany web sites, administrative databases, exchange email and peripheral systems. The domain is officeevolution.com

Most desktop PC’s are a HIQ Intel dual core machine running 32 bit Windows 7 Professional. Management and executives PC’s are a mix of HIQ Intel dual core, Dell i5, Lenovo laptops and Dell laptops all running 64 bit Windows 7 Ultimate. The age of most user PC’s runs from new to 4 years old.

OE servers are Dell built machines. These servers were purchased in December2012. Servers at the Fortrust site include the following:Dell R420 PBX ( CentOS v with Asterisk v), Dell R420 PBX Redundant Backup (CentOS v with Asterisk v), 2 Dell R420in failover configuration as VM Hosts running VMWare ESXiwith the following (Windows Server 2008 – Exchange Server), Dell R3200 SAN (Windows Server 2008 R2 – Administrative Database – backup domain controller), Dell 2650 (Windows Server 2008 - WSIS).

OE preferred network cabling is CAT5e or CAT6 (where available). Individual offices incorporate WatchGuard XTM (main preference) and Draytek Firewalls (secondary preference) with a Cisco ASA located at the OE Data Center. Preferred Switches are HP Procurve devices and Cisco 2960 series. All switches are required to be POE devices.

purpose

This document sets forth guidelines, practices, policies and procedures for Change Management, Documentation, Help Desk Management, Systems Management and Disaster Recovery. Included is documentation of all systems throughout the Office Evolution corporate network and franchises. All systems and changes are to be documented and updated as changes occur. A dynamic copy of this document is located on the OE Corporate File Share at the following UNC Path:\\kahala\OE Admin\IT Files\Documentation\ OE Network Documentation v1

change management

PolicyStatement

It isthepolicy ofOffice Evolution thatallchanges to information systemsbeapprovedby an appropriate change authority and through the use of a documented change management process. Changeauthoritymayincludeoneorallofthefollowinggroups,businessexecutive boards,ITmanagementboards, changeadvisory boardsandlocaltechnologymanagers. A repeatable andauditable change managementprocesswilldefinekeyroles,responsibilitiesand escalationproceduresandoutlinetheprocessfor requesting, classifying, approving,rejecting andexecutingchangestotechnologysystems. Technologysystemswillincludeapplications, datarepositoriesandall technology infrastructurecomponents. The changemanagement processshouldincludeamethodologyforcommunicatingapprovedchangesandmaintaining change recordsforauditpurposes.

Purpose

Thepolicy providesaframeworkfor achieving better performance, enhancing business continuity, optimizing businessrisks, increasingaccountabilityand improving reliabilityof technologyservices.Thechangemanagement policyensuresthatservice availabilityis maximized and that Office Evolution businessprocessesare not adverselydisrupted by undesirablechangesto technologysystemsand components.Thechange management policygrantsauthoritytotechnologyorganizationsto create processesforconsistently documenting, reviewing, testingand approvingchangesto technologysystemsand services.It also ensuresthatchangesare communicated effectivelytostakeholders, which isessential to deliveringservice excellencethroughouttheinstitution.

PolicyandProcedures

Scope

Thispolicygovernsall productionservicesand active service components.This policyisintended toinclude but not be limited to hostsystems, environmental components, powersystems, firesuppressionsystemsandotherhardware components, software elementsincludingapplications databases, network componentsincluding physical cabling, networkcomponents, security devicesand load-balancers, and documentationincluding policies, service catalogs,and procedures.

Compliance

Change Management Policyviolationswill be revised by theappropriate change authority.Change authoritymayescalate violationsof thechange managementpolicyto theDirector of Information Technologydependingon theseverityand frequency of the violations.Violationsto the changemanagement policymayresultin restrictionor revocationof accesstoOffice Evolutionsystemsand othertechnology resourcesinadditionto anyother disciplinaryactionthat may be applicableunder corporate policies,guidelinesorprocedures,up toandincluding dismissal.

General Procedures

Each change authoritymusthave documented proceduresformanagingservice changeswithin thetechnologyorganization.Thechange management procedures should addressthefollowingareasof change management:

  • Planningand controllingchanges
  • Change decisionmakingand authorization
  • Riskassessmentand impactanalysis
  • Remediationplanning
  • Change and release scheduling (forward schedule of changes)
  • Communications
  • Managementand reporting
  • Continual improvement

Procedures

Thechangemanagementpolicyrequireseach change authority within Office Evolution to create standardproceduresfor makingchangesto technologycomponents. Proceduresshould coverthefollowing keyareas:

  • Requestingchanges
  • Requestclassifications
  • Assessing risk
  • Evaluatingimpact
  • Authorizingchanges
  • Communicationplanning
  • Planningand scheduling
  • Security planning
  • Testing
  • Back-outand recovery plan
  • Change implantationplanning
  • Reviewingchanges(post-implementationreview)
  • Closingchanges

TheDirector of Information Technologymaintainsa master repositoryOffice Evolutionchange procedures, requestsandchange approvaldocumentation. Eachchange authoritymustsubmit copiesof the proceduresto theDirector of Information Technologyannuallyfor auditing purposes.Changedocumentationshould be retained for two years.

ChangeTypesandApprovals

Thetypesofchange usedandchange authoritiesare asfollows:

Standard:

  • Acommon change that haslowriskandlowimpact, which follows an established process.Thistype of change isrelativelycommonandisthe acceptedsolutionto aspecificset of requirements.Thesechangesare not typicallysubmitted by requestfor change (RFC)andareinitiated bya service request.
  • Standard Approval: Approval isdelegated to the service delivery organizationor pre-approved by thechange authority

Normal:

  • A change that haslowtomediumriskandlowto mediumimpact.
  • Thistype of change followstheprescribedchange processfor approval by the appropriate change authority based onclassification.
  • Normal Approval:approved by theDirector of Information Technology.

Major:

  • A change thathashigh riskand/orhigh impactdue to significant service affectand/or resourcesrequired to accomplish the change.
  • Major Approval: Approved by theITexecutive team.

Emergency:

  • Achange thatmust be introduced assoonaspossible asthe resultof anurgentor critical event.Thiseventmusthave significantimpact onservice. Full documentation must besubmitted to thechange authority uponabatementof the crisis.A change requestforanemergencychange should be created withinareasonably timeframe within24 hoursafter the change.Theafter actionreport should be submitted withinaweekafter the emergencychange.
  • Emergency Approval: Approved by theDirector of Information Technologyordesignee.

Policyand ProcessReviews

Thispolicyshall be reviewedandupdatedasneeded onanannual basis. Policy updateswill becommunicated to allaffected stakeholders.The change management processwill be reviewedat leastannually by theChange Management Advisor.

help desk management

PolicyStatement

It isthepolicy ofOffice Evolution Help Desk and technical support team thatallrequests for help are handled accurately, within established guidelines for timeliness and courtesy. The goal of the OE Help Desk is to resolve 90% of all requests for assistance on supported applications within 1 business day with all remaining requests handled within 2 business days. If the request cannot be resolved through the Help Desk Tier 1 support personnel the request will be escalated to the Director of Information Technology. If the problem or request concerns an unsupported system, hardware, software or service, technical support staff will do their best, or suggest other avenues of outside support.

Please see for help desk and technical support information.

PolicyandProcedures

Scope

Thispolicygovernsall requests for technical assistance including; PC and technology requests, phone system requests, electronic door reader issues, electronic badge reader programming, and electronic door scheduling.This policyisintended toinclude but not be limited to hostsystems, environmental components, powersystems, internet connectivityandotherhardware components, software elementsincludingapplications databases, network componentsincluding physical cabling, networkcomponents, security devicesand load-balancers, and documentationincluding policies, service catalogs,and procedures.

Service Level

Each request for technical helpgenerates an expectation of resolution within an expected time frame.The Service Level also allows for evaluation of procedures and staff responsiveness.

  • Within 5 minutes of the request for technical assistance, email response is sent to the requestor advising that OE Support and Technical Staff have received the request.
  • Within 15 minutes of the request for technical assistance the request has been evaluated and prioritized according to the Technical Help Priorities section below.
  • 90% of all requests for assistance are in process of resolution OR have been cleared in the ticketing system at the close of each day.

General Procedures

Each request for technical helpmustbe documented for trackingwithin thetechnologyorganization.Thetechnical help request documentationshould addressthefollowingareas:

  • Request for Help (time / date)
  • Name of person requesting technical assistance
  • Brief description of technical assistance needed
  • Brief description of procedures used to identify the issue
  • Brief description of the resolution of the issue
  • Copy of email sent to individual requesting technical assistance – to include
  • Documentation from technical assistance request.
  • Request for follow-up to ensure resolution of issue.

Technical Help Priorities

TheOffice Evolution Help Desk and technical support teamwill use the following guidelines in prioritizing requests and will strive to resolve the problem within the target timeframe. Actual resolutions may be shorter or longer depending on the volume of requests at any one time. However, a minimum of 90% of all requests will be satisfied within the target periods.

NOTE: All calls from an OE Client using a conference room are handled as critical and escalated immediately, completion time is expected within 5 to 10 minutes of a call, and consideration needs to be given if a technician needs to be sent onsite to the conference room.

Low –

Definition: No effect on productivity, or unsupported hardware / software.

Examples: A service request that does not require immediate attention, involves research or involves long range planning for resolution.

Response: Schedule response with next available technician. Realization all other priorities take precedence over this request level.

Resolution: Within 5 business days.

Medium –

Definition: Affects fewer than five individuals, workaround is available.

Examples: Outlook non-functional but can access email through web browser.

Response: Schedule response with next available technician.

Resolution: Within 1 business day.

High –

Definition: Affects one to five individuals, no workaround available.

Examples: Computer with critical data will not boot, internet slow in a conference room.

Response: Call, or page, a technician for response.

Resolution: Within 4 hours.

Urgent –

Definition: Affects more than five individuals; or is mission critical and there is no workaround available.

Examples: E-Mail services are not functional; network is not available; conference room computing technology is not functioning pending a meeting)

Response: Call, or page, a technician for immediate response. Notify Director of Information Technology of Urgent response needs.

Resolution: Within 2 hours.

Policyand ProcessReviews

Thispolicyshall be reviewedandupdatedasneeded onanannual basis. Policy updateswill becommunicated to allaffected stakeholders.The change management processwill be reviewedat leastannually by theHelp Desk Advisor and Director of IT.

systems management

PolicyStatement

It isthepolicy ofOffice Evolution thatall information systemsbemaintainedby an appropriate technician and through the use of a documented maintenance process. Maintenance is to be completed in a timely manner and on a published schedule; but may also be initiated byoneorallofthefollowinggroups,businessexecutive boards,ITmanagementboards, changeadvisory boardsandlocaltechnologymanagers. A repeatable andauditablemaintenanceprocesswilldefinekeyroles,responsibilitiesand escalationproceduresandoutlinetheprocessfor requesting, classifying, approving,rejecting andexecutingmaintenance for alltechnologysystems. Technologysystemswillincludeapplications, datarepositoriesandall technology infrastructurecomponents. The maintenance processshouldincludeamethodologyforcommunicatingmaintenance to end usersandmaintaining recordsforauditpurposes.

Purpose

Thepolicy providesaframeworkfor achieving better performance, enhancing business continuity, optimizing businessrisks, increasingaccountabilityand improving reliabilityof technologyservices.Themaintenance policyensuresthatservice availabilityis maximized and that Office Evolution businessprocessesare not adverselydisrupted by maintenanceto technologysystemsand components.

PolicyandProcedures

Scope

Thispolicygovernsall maintenance requests and needs for Office Evolution systems.This policyisintended toinclude but not be limited to servers, firewalls, switches, computers, hostsystems, environmental components, powersystems, internet connectivityandotherhardware components, software elementsincludingapplications databases, network componentsincluding physical cabling, networkcomponents, security devicesand load-balancers, and documentationincluding policies, service catalogs,and procedures.

General Procedures

Maintenance requests and needsmustbe documented for trackingwithin thetechnologyorganization.TheMaintenanceDocumentationshould addressthefollowingareas:

  • Maintenance Window (time / date)
  • Name of person performing maintenance
  • Brief description maintenance needed
  • Brief description of procedures or issues which led to identifying the need for maintenance (where appropriate)
  • Maintenance noted on appropriate documentation
  • Where change occurs appropriate notation and update of existing documentation occurs

Maintenance Schedules

1)All maintenance statistics recorded and notated in documentation.

2)Any errors and resolutions to have trouble ticket opened in OSTicket with detailed information as to changes and / or resolution

3)Changes notated in Change Log

Patches / OS Updates –

To Be Scheduled Last Friday of each month for early AM hours on Saturday

Servers set to download patches / updates but approval needed

Check LogMeIn for update status of remote monitored PC’s

Check WSUS Server for PC compliance and resolve manually where needed.

Daily –

Check Monitoring – Resolve issues

Weekly –

Check for OS Updates (as touched) – Schedule for Monthly Last Friday / Saturday

Check Backups (Friday)

Verify all running as programmed

Verify consistency of Backup

Check PC’s of backup schedule & verify

Restore 1 file from each backup set. Check file.

Exchange (Monday)

Run Best Practices Analyzer and address any issues

Check Delivery Queue

Verify through MX Toolbox checking blacklisting

SQL (Thursday)

Check Database

Verify consistency of Database

DNS / DHCP (Thursday)

Launch NS Lookup verify resolution

Check DHCP consistency of database

Remove bad leases from DHCP

Active Directory (Monday)

Scan for changes

Add / Remove users as needed

Servers (Monday)

Check Disk status

Check CPU Usage

Check Memory Status

Run Resource Monitor for 5 minutes checking all statistics

Check Server Log Files – correct as needed

PBX (Thursday) – report inconsistencies to vendor

Check ping (internal & external)

Send Test FAX (incoming / outgoing) verify working

Check conference bridges (login / logout with multiple phones)

View statistics checking System Status

Check Call Center boards / verify agent stats for 2 agents & record (rotate)

MD3200 SAN

Check Logs and Alerts resolve issues as indicated

Log onto SAN with Dell management software checking disk status

ESXi VM Hosts

Check Logs and Alerts resolve issues as indicated

Monthly –

Purge Server Log Files – save to C://bin$/logs (3rd Friday)

Firewalls (2nd Friday)

Check and verify latest patch / OS installed

Backup Config file for each firewall (notate yyyy/dd/mm & site)

Check Logs (intrusion attempts / blocked sites / statistics)

Websites (1st Friday)

Access site – browse all pages

Login to Wordpress – check for updates and apply

Check for updated documents & drivers / download & replace as necessary

Printers (2nd Thursday)

Logon to admin console as available.

Check printing statistics

Check Toner Levels – send email to vendor if low / order new

Wireless (3rd Thursday)

Login verify settings

Save config file for each WAP (notate yyyy/dd/mm, WAP name & site)

Switches (1st Thursday)

Login verify settings

Save config file for each switch (notate yyyy/dd/mm, Switch name & site)

Exchange (last Saturday AM)

Run performance baseline check

External IP’s (2nd Wednesday)

Port Scan run on all externally facing IP addresses making sure that only recorded open ports are available for access.

PC’s & Computers

Check Backup (where applicable)

Check and Schedule OS & Software Updates and Patches

Quarterly –

Check and verify all Domain DNS registrations

Yearly –

Image all running VM’s and Servers

Image one each of each Manufacturer / Model production PC’s

Image final yearly backup set

Store images VM’s / Servers / PC’s / Backups in secure offsite location

Inventory Software

Inventory All Devices & Hardware

ServiceTypesandApprovals

Thetypesofservice and approval needsare asfollows:

Standard:

  • Acommon maintenanceservice is one that haslowriskandlowimpact, which follows an established process.Thistype of daily maintenanceisrelativelycommonandisthe acceptedsolutionto aspecificset of requirements.Thesemaintenance servicesaretypicallythat of viewing logs to determine further maintenance needs and/or upcoming possibilities for failure.

Normal:

  • Acommon maintenanceservice is one that haslowtomediumriskandlowto mediumimpact.
  • Thistype of maintenance followstheprescribedmaintenanceprocessafter finding indicators in log files to warrant changes in programming and/or infrastructure.
  • Typical (but not limited to) maintenance types include resolution of maintenance log alerts, OR purging old irrelevant data.
  • Normal maintenance must be compared to the Change Management model to determine business impact prior to maintenance taking place.

Major:

  • Maintenance thathashigh riskand/orhigh impactdue to significant service affectand/or resourcesrequired to complete the maintenance.
  • Major maintenance types include Operating System updates and Patches, and hardware replacement.
  • Major Maintenance:requires one week’s advance notice to all corporate users and announcement of the maintenance window.
  • Major Maintenance: is to be scheduled outside normal business hours (7 AM to 6 PM, Monday through Friday) with the preference being Saturdays.

Emergency:

  • Maintenance thatmust be introduced assoonaspossible asthe resultof anurgentor critical event.Thiseventmusthave significantimpact onservice. A maintenance requestforanemergencyshould be created withinareasonably timeframe within24 hoursafter the maintenance.Theafter actionreport should be submitted withinaweekafter the emergencychange.
  • EmergencyMantenance: Approved by theDirector of Information Technologyordesignee.

Policyand ProcessReviews

Thispolicyshall be reviewedandupdatedasneeded onanannual basis. Policy updateswill becommunicated to allaffected stakeholders.The change management processwill be reviewedat leastannually by theCorporate Systems Manager and Director of IT.

Disaster Recovery overview

PolicyStatement

Purpose

PolicyandProcedures