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Overview of the Georgia Enterprise Technology Services (GETS) Environment for RFP RespondentsOverview of theGeorgia Enterprise TechnologyServices (GETS) EnvironmentforRequest for ProposalRespondentsMay 20171

Overview of the Georgia Enterprise Technology Services (GETS) Environment for RFP RespondentsTable of ContentsPageOverview of the GETS Environment .3IT Projects in the GETS Environment .3GETS Service Tower Providers .4State of Georgia Data Center Hosting Environment .4North Atlanta Data Center Roles and Responsibilities .5Glossary of Acronyms 92

Overview of the Georgia Enterprise Technology Services (GETS) Environment for RFP RespondentsOverviewThe Georgia Enterprise Technology Services (GETS) program is an ongoing venturebetween the Georgia Technology Authority (GTA) and key state agencies to stabilize,consolidate, and improve information technology (IT). These goals are being achievedby contracting with private-sector leaders in technology service delivery to provideagencies in the GETS program with infrastructure and managed network services,including a state-of-the-art data center hosting environment.Infrastructure services includes mainframe, server, service desk, end user computing,disaster recovery and security. Managed network services include the state’s wide areanetwork, local area networks, and voice services.The GETS model of IT-as-a-service is consumption-based. State agencies no longerbuy and maintain costly hardware that quickly becomes obsolete. Instead, GETSagencies pay only for the IT services that they use, and they have the ability to add ordelete services at will based on business needs.IT Projects in the GETS EnvironmentEach state agency owns its IT projects and associated applications to ensure that theprojects align with overall agency mission and business strategy. The agency requestsIT services to develop, test, and operate its applications from GETS service towerproviders (STPs). Based on the agency’s requirements, the STPs respond with servicesolutions that meet GTA architectural and governance standards. In its role as theproject owner and integrator, the agency coordinates project activities across its staff,STPs, third-party vendors, and other stakeholders from inception throughimplementation in the production environment.With several partners in every implementation including the agency, the applicationvendor, the STPs, and GTA, the GETS environment is highly complex. It requiresadherence to a mature project management methodology and framework to define anddelineate roles and responsibilities, an effective system of accountability for all parties,and highly skilled project managers.To that end, the state contracts with a multi-sourcing integrator (MSI) to manage andcoordinate the work of the incumbent STPs using the Information TechnologyInfrastructure Library (ITIL) framework. The MSI ensures the delivery of quality andcompetitive services, guides innovation and evolution of service offerings, andstandardizes processes and tools across the environment. This includes processes andtools for IT project management.In addition to following prescribed processes, projects in the GETS environment complywith GTA policies, standards and guidelines (PSGs) available -policies-standards-and-guidelines.3

Overview of the Georgia Enterprise Technology Services (GETS) Environment for RFP RespondentsAdditional information on the GETS program is available at http://gta.georgia.gov.GETS Service Tower Providers (STPs)As of May 2017, GETS STPs include: AT&T, who provides managed network services including local area network, widearea network, voice, and security. Contract term ends 2020.Capgemini, who acts as the multi-sourcing integrator, provides the GETS servicedesk, and the cross-functional services of asset, incident, problem, change, servicerequest, and project management. Contract term ends 2022.IBM, who provides data center management (mainframe and midrange), print shop,desktop management, security, incident management, and disaster recovery.Contract term ends 2017. GTA is currently planning for the re-procurement ofinfrastructure services using the competitive procurement process. More informationis available at rosoft, who provides email services. Contract term ends 2019.State of Georgia Data Center Hosting EnvironmentThe North Atlanta Data Center (NADC) is a Tier IV data center designed specifically fordata center operations. There are multiple layers of physical security, includingbiometric access. Access to the center meets and exceeds state and federal safety andsecurity standards. Agency staff and their system/application/software/middlewareproviders have limited access to the NADC and must be approved in advance.The facility has fully redundant mechanical and electrical systems and a round-the-clockelectrical and mechanical technical support staff. The center’s modern fire detectionand suppression uses dry chemicals. Computers are fully protected against waterdamage, lightning, and severe weather, including winds up to 175 mph.Currently, there are hundreds of computer applications running in the data center thatsupport the business functions of more than 50 state agencies. There are four maincomputing platforms: IBM Z series mainframe, UNIX, Linux, and Windows.Governance of the data center and its operations are routinely performed by severalauditing authorities, building superintendents, fire and safety inspectors, agency andGETS personnel, service providers and quality control analysts.4

Overview of the Georgia Enterprise Technology Services (GETS) Environment for RFP RespondentsNorth Atlanta Data Center Roles and ResponsibilitiesProduction Hardware SupportData Backups and RestoresDisaster RecoveryGETS service tower providers (STPs) performmaintenance and upkeep of underlying computinghardware.Agencies and rs (providers) must provide specificrequirements for hardware and operatingsystem (OS) prior to GETS STPs provisioningthe underlying hardware and associated OS.GETS STPs perform systematic backups ofconfiguration information for underlying hardwareand main OS as part of routine operationalmaintenance. This is also true in the event that arestoration is necessary (terms and conditions ofthat activity are available upon request).Agencies and their providers must specify whatmust be captured as part of backup activity, therequired intervals, and restoration proceduresparticular to the .GETS STPs lead and perform periodic DisasterRecovery (DR) exercises. If a disaster is declared,GETS is the controlling entity throughout the event.Agencies rate the criticality of thesystem/application/software/middleware.Business ContinuityAgencies and their providers must participatein this program and must specify restorationprocedures for theirsystem/application/software/middleware oncethe underlying operational infrastructure isdeclared operational. This includes order ofrestoration, verification specifics andparticipation in post DR activities.GETS STPs lead and perform periodic BusinessContinuity (BC) exercises. If a disaster is declared,GETS is the controlling entity throughout the event.Agencies rate the criticality of thesystem/application/software/middlewarebusiness processes.5

Overview of the Georgia Enterprise Technology Services (GETS) Environment for RFP RespondentsChange ManagementIncident ManagementInfrastructure (severs, firewalls)Agencies and their providers must participatein this program and must specify restorationprocedures for their business processes oncethe underlying operational infrastructure isdeclared operational. This includes order ofrestoration, verification specifics andparticipation in post BC activities.GETS STPs provide formal Change Management(CM). Access is extended to authorized agencypersonnel only.Agencies and their providers must coordinatechanges initiated by either party and inputthose into GETS CM system.GETS STPs provide formal Incident Management.Access is extended to authorized agency personnelonly.Agencies and their providers must coordinatethe details of the incident prior to reporting theincident to the GETS Help Desk or GETS INsystem.GETS STPs provide fully functional and secureunderlying computing infrastructure.Network (LAN, WAN, loadbalancers)Agencies and their providers must specify allrequirements that support optimumperformance of theirsystem/application/software/middleware priorto GETS provisioning for underlyinginfrastructure.GETS STPs provide fully functional and secureunderlying network infrastructure.End User Computing (desktopPCs, laptops)Agencies and their providers must specify allrequirements that support optimumperformance of theirsystem/application/software/middleware priorto GETS provisioning for underlying network.GETS STPs provide fully functional and secure enduser computing (EUC) hardware.Agencies and their providers must specify allrequirements that support optimumperformance of theirsystem/application/software/middleware6

Overview of the Georgia Enterprise Technology Services (GETS) Environment for RFP RespondentsDatabaseSAN StorageSecuritySecurity AssessmentsService Solutionsthrough the use of EUC prior to GETSprovisioning for EUC.GETS STPs provide fully functional and secureunderlying network infrastructure and networkconnectivity to support the use of databases.Agencies and their providers must specify allrequirements for type, sizing, and supportneeded (logical and physical) for theirsystem/application/software/middleware tooperate at optimum performance.GETS STPs provide Storage Area Network (SAN)functionality if requested.Agencies and their providers must specify allrequirements for sizing, retention timeframe,access frequency, and support needed for theirsystem/application/software/middleware tooperate at optimum performance.GETS STPs provide a secure data center and itsunderlying computing infrastructure and network.Agencies and their providers must specify allsecurity requirements for the successfuloperation of theirsystem/application/software/middleware priorto provisioning services. The agency and theirproviders are also responsible for protectingthe data that is at rest and in transit inside andbetween components that comprise thesystem/application/software/middleware as awhole. This includes encrypting and decryptingdata that egresses theirsystem/application/software/middleware.GETS STPs conduct periodic security assessmentsof underlying infrastructure and network.Agencies and their providers must conductperiodic security assessments on theirsystem/application/software/middleware.GETS STPs develop formal service solutions.Access is extended to authorized Agencypersonnel only.7

Overview of the Georgia Enterprise Technology Services (GETS) Environment for RFP RespondentsRemote AccessUser Access to GETS ServicesData Sharing Serviceswww.georgia.govAgencies initiate IT service requests using theGETS Service Request Management (SRM)portal.Remote access for developers is available indevelopment and test environments.Access to GETS services is extended to authorizedagency employees. Services can be accessed viathe online GETS Products and Service Catalog orby calling the GETS Help Desk.Georgia Technology Authority is the businessowners for the Enterprise Service Bus.Georgia Technology Authority is the businessowners for the georgia.gov and ga.gov domains.8

Overview of the Georgia Enterprise Technology Services (GETS) Environment for RFP RespondentsGlossary of AcronymsBCBusiness continuityCMChange managementDRDisaster recoveryEUCEnd user computingGETSGeorgia Enterprise Technology ServicesGTAGeorgia Technology AuthorityINIncident managementITInformation technologyITILInformation Technology Infrastructure LibraryMSIMulti-sourcing integratorNADCNorth Atlanta Data CenterOSOperating systemPSGPolicy, standard, and guidelineRFPRequest for ProposalSANStorage area networkSRMService Request ManagementSTPService tower providers9

State of Georgia Data Center Hosting Environment The North Atlanta Data Center (NADC) is a Tier IV data center designed specifically for data center operations. There are multiple layers of physical security, including biometric access. Access to the center meets and