Performance Details

Department of Administration - Alaska Division of Information Technology

Mission

Provide a robust and secure information technology infrastructure together with enterprise services that support state agencies' business needs.

Core Services

Secure and assure the integrity of state information, engineer secure solutions to benefit of the State, and respond appropriately to all security incidents to mitigate impact.
Administration, management and maintenance of the state's enterprise IT infrastructure that includes the Wide Area Network (WAN), Mainframe computing platform, the SOA Private Cloud (the multi-tenant secure hosting platform), and facilities.
Administration, management and support for Enterprise Applications: Messaging & Directory Services, Web Services including credit card processing, myAlaska, electronic signature, and SharePoint.
End User Services - Service Desk Manager and WebHelpDesk ticketing systems; hardware deployment and demobilization; productivity tools training; software deployment; accounting provisioning and recovery.
Core Telephony (JNU-ANC-FAI) Internet Protocol (IP) phone system; Mobile Device Management; Audio & Video conferencing; Secure Network Services; VPN; Internet & Wireless connectivity; and call center platform services.
Service Level Agreement (SLA) Services: Provide metrics-driven performance data to its agency customers on a recurring basis to ensure performance goals are being achieved.

Mission Results

Core Services

A: Increase state agency use of enterprise data center hosting services Details >

A1: Secure and assure the integrity of state information, engineer secure solutions to benefit of the State, and respond appropriately to all security incidents to mitigate impact. Details >

A2: Administration, management and maintenance of the state's enterprise IT infrastructure that includes the Wide Area Network (WAN), Mainframe computing platform, the SOA Private Cloud (the multi-tenant secure hosting platform), and facilities. Details >

Mission Results

Core Services

B: Improve customer satisfaction with OIT services, working with agencies to assure needs are met. Details >

B1: Administration, management and support for Enterprise Applications: Messaging & Directory Services, Web Services including credit card processing, myAlaska, electronic signature, and SharePoint. Details >

TARGET #1: Information technology data and communication systems are available 99.999% of the time with no unscheduled outages.

B2: End User Services - Service Desk Manager and WebHelpDesk ticketing systems; hardware deployment and demobilization; productivity tools training; software deployment; accounting provisioning and recovery. Details >

B3: Core Telephony (JNU-ANC-FAI) Internet Protocol (IP) phone system; Mobile Device Management; Audio & Video conferencing; Secure Network Services; VPN; Internet & Wireless connectivity; and call center platform services. Details >

B4: Service Level Agreement (SLA) Services: Provide metrics-driven performance data to its agency customers on a recurring basis to ensure performance goals are being achieved. Details >

Performance Detail

A: Result - Increase state agency use of enterprise data center hosting services

A1: Core Service - Secure and assure the integrity of state information, engineer secure solutions to benefit of the State, and respond appropriately to all security incidents to mitigate impact.

A2: Core Service - Administration, management and maintenance of the state's enterprise IT infrastructure that includes the Wide Area Network (WAN), Mainframe computing platform, the SOA Private Cloud (the multi-tenant secure hosting platform), and facilities.

B: Result - Improve customer satisfaction with OIT services, working with agencies to assure needs are met.

B1: Core Service - Administration, management and support for Enterprise Applications: Messaging & Directory Services, Web Services including credit card processing, myAlaska, electronic signature, and SharePoint.

Target #1: Information technology data and communication systems are available 99.999% of the time with no unscheduled outages.
Percent of Uptime for Enterprise Infrastructure Systems

Fiscal Year	Hub	Non-Hub	Internet/Google	Video	Mainframe	FlexPod
FY 2018	99.81%	99.57%	99.97%	N/A	99.95%	99.73%
FY 2017	99.88%	99.85%	99.98%	99.99%	99.99%	99.91%
FY 2016	99.90%	99.55%	99.99%	99.93%	99.96%	99.98%
FY 2015	99.97%	99.63%	99.97%	99.88%	99.99%	99.96%
FY 2014	99.29%	99.20%	99.99%	99.99%	99.97%	97.12%
FY 2013	99.75%	99.79%	99.56%	99.66%	99.51%	0
FY 2012	99.61%	99.51%	99.96%	99.78%	99.98%	0
FY 2011	99.91%	99.87%	99.98%	99.99%	99.91%	0

Methodology: NOTE: Formerly called the FlexPod, that service is now known as the SOA Cloud. Also, with specific regard to the mainframe reporting the number above for FY2015 is an aggregated average of mainframe components uptime so as to fit within the current table.

B2: Core Service - End User Services - Service Desk Manager and WebHelpDesk ticketing systems; hardware deployment and demobilization; productivity tools training; software deployment; accounting provisioning and recovery.

B3: Core Service - Core Telephony (JNU-ANC-FAI) Internet Protocol (IP) phone system; Mobile Device Management; Audio & Video conferencing; Secure Network Services; VPN; Internet & Wireless connectivity; and call center platform services.

B4: Core Service - Service Level Agreement (SLA) Services: Provide metrics-driven performance data to its agency customers on a recurring basis to ensure performance goals are being achieved.

Current as of December 6, 2019