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KB0016344

Systems Operations and Maintenance RACI Chart

Number of views : 143
Article Number : KB0016344
Published on : 2020-03-30
Last modified : 2020-03-30 22:08:36
Knowledge Base : ESM External

Overview

The RACI Chart may be used to enumerate who is: Responsible, Accountable, Consulted, and Informed on Windows and Linux hosts managed by ITS Campus Solutions Managed Server Support (MSS).

  • System Administrator (SysAdmin)
  • Service / Application Administrator (SvcAdmin) (typically the Customer unless designated otherwise.)
  • Customer Contact (Customer)

 

Details

Tasks

Notes

SysAdmin

SvcAdmin

Customer

Operating System Management

Conducting the defined Operational Tasks for hosts and customers, including:

  • OS patching
  • firewall configurations
  • physical/virtual host maintenance
  • VM management tasks (adding RAM, CPU, HDD)
  • configuring backups
  • create & maintain customer site manuals for SysAdmin support

R, A

C

I

Application Management

  • Installation, configuration, and maintenance of applications installed on the host – Web (IIS, Apache), Coldfusion
  • Serve as point of contact for end user application support
  • Managing user access to services
  • Testing of application/service functionality pre- and post-host maintenance

C, I

R, A

I

SSL Certificates

Requesting and installation of SSL certificates typically for web services

C

R

 

Monitoring/Metrics - Configuration

Initial setup and configuration of host monitoring, and log collection

R

C

 

Monitoring - Response

Responding to host-level monitoring alerts

R

C

I

Responding to application/service monitoring alerts

Note: Typically, SvcAdmin(s) will be the primary contact for after-hours escalation.

C

R

I

Metrics – Reports

Use of metrics tool (Splunk) to create and maintain metrics reports

C

R

I

 

Shared Package Management

There may be circumstances where the Customer wishes to have certain packages installed from a centrally managed source, such as Red Hat Satellite or SCCM. These packages may be required to deliver their service, but are not included as part of the Base OS Standards

Examples could include:

  • Web servers (Apache, Tomcat, IIS)
  • Code support packages (Java, Python)

In the event that such packages are requested to be installed and updated from a centrally managed source, and not a repository managed by the Customer, two RACI scenarios apply:

 

Centrally Sourced and Managed

Task

Notes

SysAdmin

SvcAdmin

Package source maintenance

Maintenance of version of package. Package will be the latest available in the maintenance cycle. (Monthly, Windows; Quarterly, Linux)

R

I

Package maintenance on host

Installation of updates of package on host from central source. Version available on source during host maintenance window is one installed. No custom versions

R

I

 

Centrally Sourced, Customer Managed

Task

Notes

SysAdmin

SvcAdmin

Package source maintenance

Maintenance of version of package. Package will be the latest available in the maintenance cycle. (Monthly, Windows; Quarterly, Linux)

R

I

Package maintenance on host

Installation of updates of package on host from central source. Process established to exclude package update during host maintenance. Customer provided instructions on how to update outside of host OS maintenance

C

R

 

 

 

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