| Product or Service |
Description |
Responsible DIRM Section/Unit |
| Account Management |
Enhance and foster the day-to-day relationship between DIRM and NC DHHS divisions/offices. Maintain a record and holistic view of all DIRM products and services used by each NC DHHS division/office. Execute, manage and maintain SLAs with all NC DHHS divisions/offices. Assist NC DHHS divisions/offices with IT project proposals to the IT Governance Committee, as required. |
Customer Relationship Management |
| Acquisition and Installation Technical Assistance and Consultation |
Review and approve all infrastructure-centric technology-based requests for purchases via the eProcurement process. |
Engineering Services |
| Application Planning, Development, Transfer, Maintenance and
Enhancement |
Document requirements for, plan, design, develop, test, and implement application software solutions to meet business requirements.
Provide provision, including giving users access (e.g., RACF), and monitor access rights and privileges for deployed software.
Plan and manage projects to develop new or enhance existing application software solutions.
Develop the skills and knowledge of all users so they can perform their application software roles effectively and efficiently. |
Applications Management - All lines of business |
| Application Planning, Development, Transfer, Maintenance and
Enhancement |
Document requirements for, plan, design, develop, test and implement documentation that accompanies software solutions to explain operations and use.
Remedy defects in, enhance in accordance with authorized user requests, and optimize deployed software.
Maintain application software solutions as necessary to ensure that solutions meet the specified requirements and fulfill the intended use when operating in the intended environment throughout the life expectancy of the solutions. |
Applications Management - All lines of business |
| Application Planning, Development, Transfer, Maintenance and
Enhancement |
Coordinate department-wide data definitions and provide access to, manage and support repositories of internal data that is shared across multiple NC DHHS divisions/offices. |
Common Applications Management |
Application Server |
Design, acquire, install and manage the framework to share software programs across a network to multiple computers. |
Infrastructure |
| Assess Current Business State |
Work with clients to benchmark and analyze how effective current
processes are at meeting business requirements. Evaluate and recommend best practices and IT products and services that could automate and simplify business processes. |
Business Process Improvement, IT Product & Service Consulting |
| Assistive Technology |
Provide assistive technology devices and related consultation for
information systems and technology products. |
Infrastructure |
| Business Impact Analysis |
Coordinate business impact analysis for DIRM to achieve the following:
- Differentiate critical and non-critical organizational functions that have technology components.
- Document potential threats.
- Document potential impact scenarios.
- Document technical requirements for recovery.
|
DIRM Privacy & Security |
| Business Process Design |
Work with clients to integrate new requirements into existing business processes or design new business processes from the ground up. |
Business Process Improvement, IT Product & Service Consulting |
| Communications Server |
Design, acquire, install and manage the framework to enable sharing of multimedia, and wireless broadband services across a network to multiple computers. |
Infrastructure |
| Complaints Resolution |
Receive and resolve complaints from DIRM clients; maintain a record of all complaints; evaluate DIRM's offering and processes in the context of
complaints; and recommend methods for correcting deficiencies and improving customer service. |
Customer Relationship Management |
| Compliance Audits |
Conduct compliance audits and provide assessment summaries on request. Service is provided only to the NC DHHS Office of the Internal Auditor and
all DIRM sections. |
Compliance Verification |
| Coordinated Enterprise Services |
Provide interactive services to NC DHHS divisions/offices such as email, computer conferencing, bulletin boards, metered software, and specialized workstations (e.g., kiosks). |
Infrastructure |
| Cost Accounting |
Determine and analyze costs of all DIRM products and services; determine methods for allocating costs to and across DIRM sections; assess, maintain and publish section costs; consult and coordinate with the Customer Relationship Management Unit to match costs to customers; and plan for cost allocation across funding sources. |
Financial Management |
| Customer Satisfaction |
Survey and assess results of customer satisfaction. |
Customer Relationship Management |
| Data Restoration |
Provide framework and related services for the copying and storage of data to enable restoration after a data loss event. |
Infrastructure |
| Database Server |
Design, acquire, install and manage the framework to enable sharing of collected records, structured data and information across a network to multiple computers. |
Infrastructure |
| Disaster Recovery |
Coordinate to design and test disaster recovery solutions for DIRM that meet technical requirements for recovery.
Coordinate to regularly test disaster recovery solutions and maintain DIRM Business Continuity Plan (BCP). Includes regularly (1) confirming the information in the BCP; (2) testing and verifying technical solutions established for disaster recovery; (3) testing and verifying documented disaster recovery procedures; and (4) coordinating the reanalysis of test failures/issues. |
DIRM Privacy & Security |
| Fax Server |
Design, acquire, install and manage the framework to enable accepting of documents from users, converting them into faxes, and transmitting them; receiving fax calls and either storing the incoming documents or passing them on to users |
Infrastructure |
| File Server |
Design, acquire, install and manage the framework to enable sharing of files across network users using a directory (i.e., folder) structure. |
Infrastructure |
| Financial Analysis, Planning & Management |
Provide input to but is not responsible for performing project cost forecasting and budgeting; coordinate with DIRM's sections, the IT Governance Committee and the NC DHHS Division of Budget and Analysis to determine whether and how IT proposals and projects should receive funding.
Ensure adequate funding is provided and available to meet DIRM's requirements for the provision of IT services to NC DHHS divisions/offices.
Serve as a liaison between DIRM and NC DHHS Budget Offices, NC Office of Information Technology Services - Fiscal Office, NC Office of the Controller and the NC Office of State Budget and Management. |
Financial Management |
| Firewall Acquisition and Installation |
Provide framework that controls traffic between computer networks with different zones of trust. |
Infrastructure |
| Forecast Demand |
Proactively investigate and maintain a record of all IT-related business drivers from all DIRM clients, including trends, goals, objectives and strategies. Forecast demand for IT products and services. |
Customer Relationship Management |
| Help Desk Support |
Provide first-level help desk to answer commonly asked questions, and provide universal, first-level resolutions.
Report, track, assign and escalate issues and inquiries to the appropriate DIRM section or unit based on the product and service. |
IT Customer Support |
| Information Technology Research |
Research and provide subject matter expertise, proactively and in response to notices of need regarding industry directions and viable technical alternatives.
Maintain inventories of and provide subject matter expertise regarding shared solutions that comply with architecture standards. |
IT Architecture, Interdependent Designs & Research |
| IT Architecture |
Proactively and in response to notices of need, facilitate standards discussions and establishment. Publish and maintain NC DHHS' IT Architecture.
Coordinate with the DIRM Strategic Planner & Executive Advisor to ensure that architecture principles, guidelines and targeted standards are synchronized with strategic plans.
Consult and coordinate with the Business Process Improvement, IT Product & Service Unit to ensure that architecture standards and shared solutions are capable of managing the complexity of client processes. |
IT Architecture, Interdependent Designs & Research |
| IT Architecture Planning |
Broker NC DHHS involvement in external IT standards committees, including those sponsored by government and non-government entities. |
IT Architecture, Interdependent Designs & Research |
| IT Architecture Training |
Make training resources available to facilitate the use of shared technical solutions and encourage compliance with architecture standards. |
IT Architecture, Interdependent Designs & Research |
| IT Contract Monitoring and Evaluation |
Monitor and evaluate the performance of IT suppliers, track IT contracts, notify appropriate people of contract events (e.g., renewals) and maintain vendor- and contract-related records, ensuring adherence to contract terms, including license and support agreements, contracts, memorandums of understanding (MOUs), memorandums of agreement (MOAs), business associate agreements (BAAs), and service level agreements (SLAs). |
Vendor Management & Project Consulting |
| IT Contract Negotiation |
Coordinate to negotiate contracts and ensure the mediation of disputes for license and support agreements, contracts, MOUs, MOAs, BAAs, and SLAs. |
Vendor Management & Project Consulting |
| IT Policies and Standards |
Coordinate the development, consensus-building, distribution, revision, interpretation and maintenance of IT policies and standards for NC DHHS. |
IT Standards & Policies |
| IT Procurement Management |
Coordinate to develop procurement strategies, write and process procurement documents, qualify suitable IT suppliers, and design IT contracts. Includes license and support agreements, contracts, MOUs, MOAs, BAAs, and SLAs. |
Vendor Management & Project Consulting |
| IT Supplier Management |
Coordinate to develop guidelines, set standards and establish quality measures to monitor and evaluate the performance of IT suppliers. |
Vendor Management & Project Consulting |
| IT Support Scorecard |
Maintain scorecard/metrics related to call resolution and responding to client requests for assistance. |
IT Customer Support |
| IT Vendor Communications |
Coordinate to develop vendor communication programs, including documented IT procurement and payment policies and guidelines; a vendor handbook with guidelines and procedures for doing IT business with NC DHHS; and interpretation of written guidelines from vendors that spell out when purchase orders are required, the approval levels and signing authority. |
Vendor Management & Project Consulting |
| List Server |
Design, acquire, install and manage the framework to manage interactive discussions open to the public and one-way lists that deliver announcements, newsletters, or advertising. |
Infrastructure |
| Network Administration and Management |
Provide facilitation and coordination related to the design, physical wiring and management of networks. Services include management of network hardware (e.g., switches routers, etc.), transport protocols and provisions for wireless networks. |
Infrastructure |
| Personal Computer (PC) |
Design, acquire, install and manage the framework to enable users to perform word processing, internet browsing, internet faxing, email and other digital messaging, multimedia playback, computer programming, etc.; includes desktop computers, notebook computers, personal digital assistants (PDAs), portable computers, tablet computers, and wearable computers. |
Infrastructure |
| Portfolio Management |
Provide consultation in the process of managing a portfolio of multiple ongoing inter-dependent projects. Includes the balancing of short, medium and long-term project priorities; performing project capacity planning; determining the optimum timing for projects; and identifying and monitoring inter-project dependencies. |
Vendor Management & Project Consulting |
| Print Management |
Provide, manage and support devices that produce paper copies of documents stored in electronic form. |
Infrastructure |
| Print Operations |
Provide print services to NC DHHS divisions/offices including media conversion, reproduction services (e.g., optical character recognition, disk format conversions, electronic forms design and implementation, high volume copying and electronic printing, report routing, document creation from post cards to laser printed generated documents, and host-to-post processing using postal and address cleansing software).
Provide finishing (e.g., collating and binding) and distribution services, printing and reprographics.
Coordinate and create NC DHHS employee identification (ID) badges. |
Infrastructure |
| Print Server |
Design, acquire, install and manage the framework to enable sharing and maintenance of printers across a network to multiple computers. |
Infrastructure |
| Process Automation Design |
Coordinate with the IT Architecture, Interdependent Designs & Research Unit to design structured frameworks that manage the complexity of client processes. |
Business Process Improvement, IT Product & Service Consulting |
| Product and Service Catalog |
Maintain listing of all DIRM products and services offered and consult with the Business Process Improvement, IT Products & Services Unit to match DIRM's products and services with client needs. |
Customer Relationship Management |
| Project Management Consulting |
Provide consultation in the process of managing initiation, planning, execution, controlling, monitoring and closing of IT projects. Includes management of integration, scope, time, cost, quality, human resources, communications, issues and risk, and procurement.
Coordinate response to audits, information requests, and findings related to IT projects. |
Vendor Management & Project Consulting |
| Resource Allocation |
Provide consultation in the coordination and prioritization of personnel and financial resources across projects, NC DHHS divisions/offices, and other state and local government entities. |
Vendor Management & Project Consulting |
| Telecommunications |
Design, acquire, install and manage the framework to transmit and receive voice and speech across distances via Voice over Internet Protocol (VOIP). |
Infrastructure |
| User Account Administration |
Arrange accounts, passwords and access authorization in accordance with security decisions made by application owners. |
IT Customer Support |
| Virus Protection |
Deploy tools to identify, thwart and eliminate computer viruses and other malicious software. |
Infrastructure |
| Web Server |
Acquire, design, install and manage the framework to host Web sites, and to enable the acceptance of requests from and sending responses to Web browsers and applications. |
Infrastructure |
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