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This document provides a (non-exhaustive) template of information that needs to be gathered prior to the transition of services from their current home to IdS.  Staff responsible for gathering this information should copy the template to a new page and fill in the information as completely as possible.  Those completing the document for each service should also add in any extra details they think relevant.

NOTE: The current service owner may not have a complete set of information for each service.  Services may have been transitioned from one owner or steward to another over time.  It may be necessary in those cases to ask existing owners or stewards for information on any previous owners or stewards, and to follow up with an interview of any relevant previous caretakers of the service.  This is especially true of older services which may not have been updated recently, and which may have been modified in the past.

It is likely that you will gather documentation which needs to be stored in a filesystem, rather than in the wiki.  Please add a directory with the name of the service at: (Mac: smb://smb.pass.psu.edu/pass/services/iam/ServiceOnboarding) (Windows: \\smb.pass.psu.edu\pass\services\iam\ServiceOnboarding).  Add any documents you collect to that store and list the filenames in the completed documentation on the wiki.

Passwords relevant to the service should be added into a password safe group named for each service, with a detailed description of what the password is for in the notes for each entry.  The IdS password safe is located in PASS space at: iam/safe/ids.psafe3.  Please save and close the password safe promptly after adding a password to ensure that it is not locked for other users.  Please open the safe in read-only mode if you are not adding or updating an entry.  Password safe encrypts its data using the twofish algorithm.  Please obtain the password from Nick.

A list of password safe clients for various operating systems is here: http://passwordsafe.sourceforge.net/relatedprojects.shtml

The Windows client works well, as does Password Gorilla for OS X.

Basic Service Information 

Item #TopicService Information
1Name of service 
2Description of service 
3

List of typical existing uses of the service (may not be exhaustive)

 
4Current departmental home of service 
5Current owner or sponsor of service 
6Link to current public-facing documentation of service 
7Current customer contact information for service (email address, phone number of service desk, web form, etc.) 
8Complete and detailed list of existing SLAs and/or OLAs related to this service 
9Existing uptime expectations for the service 
10List of existing maintenance windows for this service 
11Existing escalation and paging/alerting procedure for the service, including all contact information for the existing escalation path (including names, cell phone numbers and/or email addresses and types of contact to be initiated for various events) 
12All customer-facing documentation for the service 
13All service desk-facing documentation for the service 
14All systems administrator-facing documentation for the service 
15All application administrator-facing documentation for the service 
16All disaster recovery documentation for the service 
17Current pipeline for requests for new or changed service features or functionality - list of all current requests, including requester, estimate of priority and dependencies (external and internal) 
18Schedule for licensing/agreement renewals 
19Any immediate licensing/agreement renewals that must be coordinated with ITS Financial 
20Service performance reporting, lists of current metrics or measures, baselines for service management measures 


Existing Customer and Stakeholder Information

Item #TopicService Information
1List of major customers of this service, including name of services, type of service provided, brief description of service, contact information for people and departments using the service 
2List of minor customers of this service, less detail is acceptable, may not be complete 

 

Technical Information

Item #TopicService Information
1Hardware that supports the service, including complete list of servers, their hostnames, any aliases or virtual host names (for web servers, or LDAP, Kerberos or other services fronted by an NLB, aliased with a cname record, etc.), manufacturer/model, purchase date, warranty end date, physical location, current OS name and version, along side systems administrators of those servers 
2List of current application administrators for the service 
3

Name of password safe group for each service in the shared IdS password safe

Please add in all relevant system, application and other types of usernames, passwords, private keys, etc, necessary to perform tasks, into a password safe group named for the service in the shared safe

 
4List of all SSL or TLS certificates used by the service, the name of the certificate authority which signed the certificates, and the start and end dates of the validity of each certificate 
5Existing monitoring information for the service 
6Existing monitoring information for the servers 
7List of all cron jobs or scheduled tasks needed to maintain the service, along with descriptions of the task and processes 
8List of all manually run jobs or tasks needed to maintain the service, along with descriptions of the task and processes 
9List of all software used to support the service, current application owner or subject matter expert for the software, commercial contacts for vended software (including phone, address and email), current pricing, current contract information including any licensing terms, restrictions, start and end dates, recurring maintenance requirements, payment addresses, payment dates, etc. 
10Any documentation or support web site URLs or mailing list addresses used to support the service, server, and software 
11The names and contact information of all hardware maintainers or hardware escalation path contacts, if hardware will not be maintained by IdS 
12The names and contact information of all OS maintainers or OS escalation path contacts, if OS will not be maintained by IdS 
13The names and contact information of all software/application maintainers or escalation path contacts, if software/application will not be maintained by IdS 
14A list of all modifications made to any base product (software installed in an OS from a non-OS repository, including name, description, version, dependencies; software patches either vendor-supplied or in-house, including source code or link to download the patch; changes to base configuration including but not limited to port number changes, SSL or TLS requirements, schema additions, etc.)  Include the reason for each installation or modification and whether or not it is still required 
15List of dependencies on any specific version of any software, OS or hardware used by the service, specifically, any reason for not upgrading to the newest version of any software or OS 
16List of dependencies on any protocol or algorithm currently in use which must be maintained, and the reason for the requirement in each case 
17Location of all logs (including text files and syslog servers) related to the service 
18List of all relevant logging and data retention policies for the service 
19List of dependencies this service has on other systems or services, including name, description of systems or services and contact information for service owners of the dependencies 
20Any unusual hardware requirements for the service (fiber SAN connection, solid state disks, threading or other CPU requirements, large memory requirements, large disk requirements, large number of spindles (fast disk), no VMs, etc.) 
21Relevant filesystem paths for configuration files, storage, application installation, init scripts, maintenance scripts 
22List of all service principals required to run the service and their ownership information.  Include any usernames and passwords in the password safe entry for the service. 
23List of any interfaces to the service 
24Required administrative credentials necessary to maintain, modify or install the service via any interface (*nix command line, Windows shell, web app, etc.) 
25Names, descriptions, and procedures related to any software roles or groups needed to maintain or interact with the service 
26Any relevant technical documentation not explicitly listed above, including things like LDAP bind paths, schemas, OIDs; Systems that provision a service automatically or manually; list of custom interfaces to the service; etc. 
27List the technical details, procedures and order of execution involved with backups and restoration of the service during a DR scenario 
28List any specific order in which servers or services need to be shut down and started up 
29URLs, usernames and passwords, certificates, or UMG names associated with any source control for source code related to any PSU-developed code related to the service 
30Information on any development, test, acceptance or other environments used for testing changes to the service 
31Standard operating procedures and/or checklists related to testing, integration, communication and release of changes to the service 
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