Oakland County

Department of Information Technology

Project Scope and Approach
Project Name: Network Operations Center Project ID: TM2186NC

Leadership Group: Information Technology Steering Committee

Department: Information Technology Division: Technical Systems and Networking

Project Sponsor: Kevin Bertram Date Requested: 6/26/06 PM Customer No. 186

Request Type: New Development Enhancement Customer Support

Planned System Maintenance or Upgrade

IT Team Name: Technical Systems and Networking IT Team No: M

Project Manager/Leader Jerry Cadreau

Account Account Technical Systems and Customer Information
Number: 17030 Description: Networking Name: Technology

Grant Funded? Yes No Mandate? Yes No

Mandate Source:

Project Goal
To Implement a Network Operations Center (NOC) for the Network, Radio, Database and
Server critical infrastructure components, so that proactive monitoring and incident resolution,
along with consistent vendor communications are achieved.

Business Objective
To perform project management activities, so that project execution is timely with appropriate
quality and cost controls.

Major Deliverables
This Business Objective’s deliverables are organized into one project phase: Project
Management.

Project Management Phase:

 Updated Project Plan
 Project Issues Log
 Project Communications Plan

Approach
To utilize Technical Systems and Networking staff to perform the following activities:
 Develop Initial Project Documents, and
 Develop and Maintain Project Data.
IT management will provide expertise and approval of project documentation requiring
management approval.

Form Rev. 04/17/2006 Page 1 Project Rev.8/13/12

 Oakland County
Department of Information Technology
Project Scope and Approach
Project Name: Network Operations Center Project ID: TM2186NC

Business Objective
Create a NOC Pilot Standard Operating Procedure (SOP) for Network Services Public Safety
T1 monitoring and incident resolution initiation.

Major Deliverables
1. Network Services Team SOP – Pilot
Working with TSN management, develop a SOP to identify, validate, initiate problem
resolution, and contact appropriate IT resources for public safety site T1 outages.
This single procedure will be used as a model for future SOP development activities.

2. NOC Training Session

Execute a training session to enable NOC team members to perform their duties for
the developed SOP.

3. NOC Standard Operating Procedure Template and Instructions

A TSN management approved template with instructions to guide future
development of NOC Standard Operating Procedures.

4. NOC Services Definition Document

A Technical Systems and Networking (TSN) Management approved document that
describes the services provided by the NOC, including: In-Scope and Out-of-Scope
Functions, Hours of Operation, Escalation Procedure, etc.

5. Roles and Responsibilities

A Technical Systems and Networking (TSN) Management approved document
describing IT roles and responsibilities with respect to the NOC.

Approach
To utilize internal Technical Systems and Networking staff supplemented by contracted
services to perform the following activities:

 Develop NOC Pilot SOP,

 Execute NOC Pilot Training Session,
 Develop Template with Instructions,
 Develop NOC Services Definition Document,
 Develop Roles and Responsibilities Document, and
 Develop and Maintain Project Data.

IT management will provide expertise and approval of plans and project documentation
requiring management approval as needed.

Form Rev. 04/17/2006 Page 2 Project Rev.8/13/12

 Oakland County
Department of Information Technology
Project Scope and Approach
Project Name: Network Operations Center Project ID: TM2186NC

Business Objective
Create a NOC Pilot SOP for Server Administration Team for a yet-to-be identified problem type
monitoring and incident resolution initiation.

Major Deliverables
1. Server Administration Team Standard Operating Procedure – Pilot
Working with TSN management, develop a Standard Operating Procedure to
identify, validate, initiate problem resolution, and contact appropriate IT resources for
a single yet-to-be identified problem type.

2. Service Center Contact Escalation List

The Service Center Contact List is essential to the NOC notification and escalation
activities. Currently the Excel workbook contains many formats, procedures for
determining who to contact, and escalation procedures. A single format will be
developed for approval by the IT Steering Committee.

3. Server Owners for all Production Servers

Server Owners must be notified of production server outages through the Service
Center Contact Escalation List. Currently, not all production servers have an
identified owner.

4. NOC Training Session

Execute a training session to enable NOC team members to perform their duties for
the developed SOP.

5. NOC SOP Template and Instructions (Update)

A TSN management approved template with instructions to guide future
development of NOC SOPs.

6. NOC Services Definition Document (Update)

A Technical Systems and Networking (TSN) Management approved document that
describes the services provided by the NOC, including: In-Scope and Out-of-Scope
Functions, Hours of Operation, Escalation Procedure, etc.

7. Roles and Responsibilities Document (Update)

A Technical Systems and Networking (TSN) Management approved document
describing IT roles and responsibilities with respect to the NOC.

Approach
To utilize internal Technical Systems and Networking staff supplemented by contracted
services to perform the following activities:

 Develop NOC Pilot SOP,

 Standardize the Service Center Contact List,
 Update the Service Center Contact List with Server Owners for all production
servers,
 Execute NOC Pilot Training Session,
Form Rev. 04/17/2006 Page 3 Project Rev.8/13/12
 Oakland County
Department of Information Technology
Project Scope and Approach
Project Name: Network Operations Center Project ID: TM2186NC

 Update Template with Instructions

 Update the Service Definition Document,
 Update the Roles and Responsibilities doc, and
 Develop and Maintain Project Data.

IT management will provide expertise and approval of plans and project documentation
requiring management approval as needed.

Business Objective
Create a NOC Pilot Standard Operating Procedure for Radio T1 monitoring and incident
resolution initiation.

Major Deliverables
1. Radio Support Team Standard Operating Procedure – Pilot
Working with TSN management, develop a Standard Operating Procedure to
identify, validate, initiate problem resolution, and contact appropriate IT resources for
a single yet-to-be identified problem type.

2. NOC Pilot Room/Tool Setup

Based on scope of the Pilot, implement the hardware, software, and infrastructure
required for monitoring and incident resolution.

3. NOC Training Session

Execute a training session to enable NOC team members to perform their duties for
the developed SOP.

4. NOC SOP Template and Instructions (Update)

A TSN management approved template with instructions to guide future
development of NOC SOPs.

5. NOC Services Definition Document (Update)

A Technical Systems and Networking (TSN) Management approved document that
describes the services provided by the NOC, including: In-Scope and Out-of-Scope
Functions, Hours of Operation, Escalation Procedure, etc.

6. Roles and Responsibilities Document (Update)

A Technical Systems and Networking (TSN) Management approved document
describing IT roles and responsibilities with respect to the NOC.

Approach
To utilize internal Technical Systems and Networking staff supplemented by contracted
services to perform the following activities:

 Develop NOC Pilot SOPs,

 Develop Template with Instructions,
Form Rev. 04/17/2006 Page 4 Project Rev.8/13/12
 Oakland County
Department of Information Technology
Project Scope and Approach
Project Name: Network Operations Center Project ID: TM2186NC

 Develop NOC Services Definition Document,

 Develop Roles and Responsibilities Document,
 Develop NOC Training Plan,
 Develop and Execute NOC Pilot Training Session(s),
 Setup the NOC Pilot and its Tools, and
 Develop and Maintain Project Data.

IT management will provide expertise and approval of plans and project documentation
requiring management approval as needed.

Business Objective
Create a NOC Pilot Standard Operating Procedure (SOP) for Database and Deployment
monitoring and incident resolution initiation.

Major Deliverables
6. Deployment Services Team SOP – Pilot
Working with TSN management, develop a SOP to identify, validate, initiate problem
resolution, and contact appropriate IT resources for database outages. This single
procedure will be used as a model for future SOP development activities.

7. NOC Training Session

Execute a training session to enable NOC team members to perform their duties for
the developed SOP.

8. NOC Standard Operating Procedure Template and Instructions

A TSN management approved template with instructions to guide future
development of NOC Standard Operating Procedures.

9. NOC Services Definition Document

A Technical Systems and Networking (TSN) Management approved document that
describes the services provided by the NOC, including: In-Scope and Out-of-Scope
Functions, Hours of Operation, Escalation Procedure, etc.

10. Roles and Responsibilities

A Technical Systems and Networking (TSN) Management approved document
describing IT roles and responsibilities with respect to the NOC.

Approach
To utilize internal staff supplemented by contracted services to perform the following
activities:

 Develop NOC Pilot SOP,

 Execute NOC Pilot Training Session,
 Develop Template with Instructions,
 Develop NOC Services Definition Document,
 Develop Roles and Responsibilities Document, and

Form Rev. 04/17/2006 Page 5 Project Rev.8/13/12

 Oakland County
Department of Information Technology
Project Scope and Approach
Project Name: Network Operations Center Project ID: TM2186NC

 Develop and Maintain Project Data.

IT management will provide expertise and approval of plans and project documentation
requiring management approval as needed.

Research & Analysis

SEMCOG County IT Collaboration Research Conducted – Nothing Found
Gartner Research Recommendation- Research Conducted – Nothing Found

Benefits
See Return on Investment (ROI) Analysis Document

Impact
Number of Users All

Divisions All

Leadership Groups All

Risk
Business Environment Medium - Project will require some changes to existing business
processes (for IT teams only).

Technical Environment Low - Proven and previously implemented technologies.

Assumptions
Staffing IT Staffing: resources will be available for the hours indicated per the attached
project plan.

Other Staffing: additional staffing will be available as follows:

Form Rev. 04/17/2006 Page 6 Project Rev.8/13/12

 Oakland County
Department of Information Technology
Project Scope and Approach
Project Name: Network Operations Center Project ID: TM2186NC

Role: Name Hours per Day

Project Sponsor: Kevin Bertram As Needed.

Facilities
 Existing Network Control room in Bldg 49 will be used.
Technical
 New tools will not be required.
 Existing network infrastructure in the Network Control room will be sufficient.
Funding
 Information Technology
Other
 Leverage existing documentation to aid in writing SOPs and other documentation for the
NOC.

Priority TBD

Constraints
 None

Exclusions
 Video Arraignment System will not be monitored by the NOC.
 Environmental conditions monitoring tools.
 Veritas backup system.
 Workstation monitoring.
 CampusWireless Access Point monitoring.

Form Rev. 04/17/2006 Page 7 Project Rev.8/13/12

 Oakland County
Department of Information Technology
Project Scope and Approach
Project Name: Network Operations Center Project ID: TM2186NC

PROJECT PHASE AUTHORIZATION

Phase(s): Project Management and Network Services

Total Estimated Application Services Hours: Cost:

Total Estimated Technical Systems Hours: 975 Cost: $70,150

Total Estimated CLEMIS Hours: Cost:

Total Estimated Internal Services Hours: Cost:

IT Application Services Division Manager Approval: Date:

IT Technical Systems Division Manager Approval: Date:

IT CLEMIS Division Manager Approval: Date:

IT Internal Services Division Manager Approval: Date:

IT Management Approval:

Approved: Yes No Date:

Reason:

Project Sponsor Approval:

Title: Date:

PROJECT SUMMARY

Authorized Development (see above) Hours: 975 Cost: $70,150

Previously Authorized Development Hours: Cost:

Preliminary Estimated Development for Future Phases Hours: Cost:

Grand Total Estimated Development Hours: 975 Cost: $70,150

PROJECT COMPLETION AUTHORIZATION

Customer Acceptance of Product:

Title: Date:

Project Office Review: Date:

Form Rev. 04/17/2006 Page 8 Project Rev.8/13/12

 Oakland County
Department of Information Technology
Project Scope and Approach
Project Name: Network Operations Center Project ID: TM2186NC

Form Rev. 04/17/2006 Page 9 Project Rev.8/13/12

 Information Technology Strategic Plan Alignment

TM2186NC - Network Operations Center

3.1 - Provide an Enhanced Application Service Offering

3.1.1 - Increase application integration through web 3.1.5 - Improve the quality, reliability and availability
services of all applications X

3.1.2 - Research and develop a Constituent 3.1.6 - Increase the agility and responsiveness of
Relationship Management (CRM) strategy business units by expanding customer analytics

3.1.3 - Promote mobility and location integration in 3.1.7 - Leverage the County's Internet presence
business applications and portal as a branded consolidated point of
access to all County information and services
3.1.4 - Utilize ecommerce platform to offset costs through a web browser
and expand product offerings to customers
3.1.8 - Centralize identity and access management
for all applications and content

3.2 - Enhance ability to provide effective and timely customer (County departments and CVTs) service
3.2.1 - Implement a centralized service center 3.2.4 - Provide a high-quality training program to
strategy to provide a single point of contact for empower employees through technology
service delivery
3.2.5 - Develop a formalized customer
3.2.2 - Implement the IT Infrastructure Library (ITIL) communication plan
best practice framework for IT Service Management
3.2.6 - Build IT Staff expertise through professional
3.2.3 - Define a service and support strategy that development
clearly identifies the IT service provided
3.2.7 - Expand capacity through ongoing
organizational review and selective outsourcing

3.3 - Implement a Standardized Infrastructure Strategy

3.3.1 - Deliver services using a shared technology 3.3.5 - Establish support cost model and SLA for all
infrastructure wherever possible offerings outside 3.3.4

3.3.2 - Implement a Microsoft infrastructure strategy 3.3.6 - Improve service availability through network
design and management strategies X
3.3.3 - Implement a consolidated security strategy
3.3.7 - Establish enhanced capacity planning and
recovery management strategies
3.3.4 - Establish a standard personal computing
hardware and software product suite, SLA, and
replacement schedule for all County personal
computers

Run Date 8/7/2012 Page 1 of 1

 TM2186NC Oakland County -- Network Operations Center As Of: 8/7/12
Return on Investment Analysis

Project Summary

Description Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Total

Benefits/Savings:
Tangible Benefits Subtotal: 0 0 0 0 0 0 0
Cost Avoidance Subtotal: 0 0 0 0 0 0 0
Costs:
Development Services Subtotal: 92,171 0 0 0 0 0 92,171
Hardware Subtotal: 0 0 0 0 0 0 0
Software Subtotal: 0 0 0 0 0 0 0
Infrastructure Subtotal 0 0 0 0 0 0 0
Training Subtotal: 0 0 0 0 0 0 0
Other Subtotal: 0 0 0 0 0 0 0
Annual Statistics:
Annual Total Savings 0 0 0 0 0 0 0
Annual Total Costs 92,171 0 0 0 0 0 92,171

Annual Return on Investment (92,171) (92,171)

Annual Costs/Savings Ratio 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%
Project Cumulative Statistics:
Cumulative Total Savings 0 0 0 0 0 0 0
Cumulative Total Costs 92,171 92,171 92,171 92,171 92,171 92,171 92,171

Cumulative Return on Investment (92,171) (92,171) (92,171) (92,171) (92,171) (92,171) (92,171)
Cumulative Cost/Savings Ratio 0.00% 0.00% 0.00% 0.00% 0.00% 0.00% 0.00%

Year Positive Payback Achieved NO PAYBACK

State or Federal Mandate?
Signatures:

Benefits Reviewed By Project Sponsor Date:

Costs (including IT Resources) Reviewed By

Information Technology Project Manager Date:

Costs (including IT Resources) Reviewed By

Technical Services Manager Date:

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Return on Investment Analysis

Savings Detail

Project Savings Unit Rate per Annual

Benefit/Savings Description Category Budget Category/Funding Source Desc Units Unit Total Savings Multiplier
0
Proactively monitor server and network
performance Intangible Benefit 0
Reduction of down time Intangible Benefit 0
Increased customer support Intangible Benefit 0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0

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Return on Investment Analysis

Savings Detail

Affects Project ROI? Potential Savings Extensions

Project Savings
Benefit/Savings Description Category Y1 Y2 Y3 Y4 Y5 Y6 Y1 Y2 Y3 Y4 Y5 Y6

Proactively monitor server and network

performance Intangible Benefit
Reduction of down time Intangible Benefit
Increased customer support Intangible Benefit

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Return on Investment Analysis

Savings Summary
Benefit/Savings Description Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Total
Tangible Benefit:

Tangible Benefits Subtotal:

Cost Avoidance:

Cost Avoidance Subtotal:

Savings Total:

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Return on Investment Analysis

Cost Detail

Affects Project ROI?

Unit Rate per Annual
Cost Description Project Cost Category Budget Category/Funding Source Desc Units Unit Total Cost Multiplier Y1 Y2 Y3 Y4 Y5 Y6 Y1
IT Hours - New Development Development Svcs IT - Information Technology / 17030 HR 755 122 92,171 x 92,171
IT Hours - New Development Development Svcs IT - Information Technology / 17030 HR 0 122 0 x 0
IT Hours - New Development Development Svcs IT - Information Technology / 17030 HR 0 116 0 x 0
IT Hours - New Development Development Svcs IT - Information Technology / 17030 HR 0 77 0 x 0
IT Hours - New Development Development Svcs IT - Information Technology / 17030 HR 0 75 0 x 0
IT Hours - New Development Development Svcs IT - Information Technology / 17030 HR 0 56 0 x 0
122 0
122 0
122 0
122 0
122 0
122 0
122 0
Laserprinter 2 - Maintenance Hardware 1,208 0
Laserprinter 3 - Acquisition Hardware 0
Laserprinter 3 - Maintenance Hardware 1,860 0
Image Workstations - Acquisition Hardware 0
Image Workstations - Maintenance Hardware 3,496 0
Terminals - Acquisition Hardware 755 0
Terminals - Maintenance Hardware 644 0
PRTR w/TERM ID - Acquisition Hardware 0
PRTR w/TERM ID - Maintenance Hardware 1,072 0
PRTR w/o TERM ID - Acquisition Hardware 0
PRTR w/o TERM ID - Maintenance Hardware 1,072 0
PC Maintenance User Owned Hardware 2,304 0
Printer Maintenance User Owned Hardware 1,072 0
Package Software - Acquisition Software 0
Package Software - Maintenance Software 0
Business Objects Access Software 0
Term Emulation SFTW-Acquisition Software 0
Term Emulation SFTW-Maintenance Software 0
Server - Acquisition/Upgrade Infrastructure 0
Server - Maintenance Infrastructure 0
Server Sftwre - Acquisition/Upgrade Infrastructure 0
Server Sftwre - Maintenance Infrastructure 0
TBD Infrastructure 0
TBD Infrastructure 0
TBD Infrastructure 0
TBD Infrastructure 0

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Return on Investment Analysis

Cost Detail

Affects Project ROI?

Unit Rate per Annual
Cost Description Project Cost Category Budget Category/Funding Source Desc Units Unit Total Cost Multiplier Y1 Y2 Y3 Y4 Y5 Y6 Y1
Internet Access Infrastructure 180 0
Project Staff Training Training 0
User Training Training 0
0
0
0
0
0

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Return on Investment Analysis

Cost Detail

Potential Cost Extensions

Cost Description Project Cost Category Y2 Y3 Y4 Y5 Y6

IT Hours - New Development Development Svcs
IT Hours - New Development Development Svcs
IT Hours - New Development Development Svcs
IT Hours - New Development Development Svcs
IT Hours - New Development Development Svcs
IT Hours - New Development Development Svcs

Laserprinter 2 - Maintenance Hardware

Laserprinter 3 - Acquisition Hardware
Laserprinter 3 - Maintenance Hardware
Image Workstations - Acquisition Hardware
Image Workstations - Maintenance Hardware
Terminals - Acquisition Hardware
Terminals - Maintenance Hardware
PRTR w/TERM ID - Acquisition Hardware
PRTR w/TERM ID - Maintenance Hardware
PRTR w/o TERM ID - Acquisition Hardware
PRTR w/o TERM ID - Maintenance Hardware
PC Maintenance User Owned Hardware
Printer Maintenance User Owned Hardware
Package Software - Acquisition Software
Package Software - Maintenance Software
Business Objects Access Software
Term Emulation SFTW-Acquisition Software
Term Emulation SFTW-Maintenance Software
Server - Acquisition/Upgrade Infrastructure
Server - Maintenance Infrastructure
Server Sftwre - Acquisition/Upgrade Infrastructure
Server Sftwre - Maintenance Infrastructure
TBD Infrastructure
TBD Infrastructure
TBD Infrastructure
TBD Infrastructure

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Return on Investment Analysis

Cost Detail

Potential Cost Extensions

Cost Description Project Cost Category Y2 Y3 Y4 Y5 Y6

Internet Access Infrastructure
Project Staff Training Training
User Training Training

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Return on Investment Analysis

Cost Summary

Cost Description Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Total

Development Services:
IT Hours - New Development 92,171 92,171
IT Hours - New Development 0
IT Hours - New Development 0
IT Hours - New Development 0
IT Hours - New Development 0
IT Hours - New Development 0
Development Services Subtotal: 92,171 92,171
Hardware:

Hardware Subtotal:
Software:

Software Subtotal:
Infrastructure:

Infrastructure Subtotal
Training:

Training Subtotal:
Other:

Other Subtotal:
Costs Total: 92,171 92,171

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Return on Investment Analysis

Assumptions
Date Assumption Description
16-May-08 Assume Labor Rates in Clarity ROI Portlet are correct.

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