Description
Hosting Professional Services provides IT consulting to assist customers with developing IT hosting solutions to meet their program and business needs. This service includes virtual and onsite technical support to troubleshoot and resolve IT-related issues, and IT project and program management to successfully initiate, plan, execute, monitor/control and complete IT projects. Customers interested in OTIS delivering projects should contact their Agency Relationship Management (ARM) representative to initiate a Request for Solution (RFS).
Service Scope
- Professional Services Roles
- Mainframe Services Related
- Customers should contact their Agency Relationship Management (ARM) representative or the Program Management Office (pmo@admin.sc.gov) for additional information on this service.
- Disaster Recovery as a Service (DRaaS) Related
- Customers should contact their Agency Relationship Management (ARM) representative or the Program Management Office (pmo@admin.sc.gov) for additional information on this service.
- Hosting Tower Related
- Infrastructure Engineer – Responsible for advising on and implementing infrastructure software solutions and tailoring OTIS solutions to meet business needs. They analyze requirements, configure and customize software, provide training and offer ongoing support to optimize application performance and user experience.
- Database Infrastructure Support – Responsible for managing and optimizing database systems and ensuring security, performance and reliability. Key tasks include installation, configuration, monitoring, troubleshooting and backup management. Consulting services for Tableau and Power BI cloud reporting connectivity available upon request.
- Disaster Recovery Operations – Responsible for facilitating disaster recovery by planning, implementing and maintaining strategies to recover IT systems and data after a disaster. Key activities include risk assessment, creating recovery plans, testing procedures and coordinating response efforts to minimize downtime and data loss.
- Solution Architect—Responsible for designing and overseeing the implementation of secure technical solutions to meet business needs. Activities include analyzing requirements, creating architecture blueprints, selecting technologies and ensuring alignment with enterprise standards. This role bridges business objectives and technical execution, ensuring scalable, efficient and robust systems.
- Configuration Management/CMDB – Responsible for maintaining a database that tracks IT assets and their relationships, including ensuring accurate data entry, updating configurations, managing changes and supporting IT service management. This role ensures asset visibility, stability and effective change management.
- Program Manager – Responsible for overseeing multiple related IT projects, ensuring they align with organizational goals. Activities include strategic planning, resource coordination, risk management and stakeholder communication. This role ensures projects are delivered on time, within scope and on budget, driving overall program success and business value.
- Project Manager – Responsible for planning, executing, and finalizing IT projects and managing timelines, budgets and teams. Activities include defining project scope, mitigating risks, ensuring quality and maintaining stakeholder communication. This role ensures projects meet objectives and are delivered on time and within budget.
- Mainframe Services Related
- Exclusions
- Services performed by OTIS personnel providing non-professional services.
- Project scoping and proposal activities.
- Time expended by OTIS personnel to remedy OTIS performance failure.
- Nonproductive time such as holidays, vacation time, sick leave, time spent consuming meals or other personal time.
- Time used for education, training, mentoring, travel, administrative or management (e.g., OTIS internal meetings, internal reporting, process implementation work, time and expense accounting, and performance reviews).
- Travel-related expenses are not included. If travel is necessary, OTIS will invoice customer for travel expenses on a pass-through basis with no markup.
- Prerequisites
- Completed requirements and solution, Request for Solution (RFS), approved by customer.
Service Level Objectives
| Service Level Name | Description | Target Service Level |
|---|---|---|
| Solution Implementation Timeliness | Means the percentage of time OTIS successfully implements a Solution Request within the committed timeframe. All phases of the Solution implementation process from OTIS customer approval of the solution proposal through successful implementation (which requires OTIS customer acceptance) into production are included in this measure. | 97.00% |
Service Rates
| Resource Unit | Monthly Rate |
|---|---|
| Web Hosting, Dotnet, Enterprise | $423.54 |
Service Contacts
To report issues related to this service, customers should contact the Division of Technology Operations (DTO) Service Desk (servicedesk@admin.sc.gov).
For additional information on this service customers should contact their Agency Relationship Management (ARM) representative or the Program Management Office (pmo@admin.sc.gov).
Eligible Customers
| Customer Entity Type | Eligible |
|---|---|
| State Agencies | Yes |
| Local Government Entity including Municipality and County | No |
| Higher Education | No |
How To Order
Customers should contact their Agency Relationship Management (ARM) representative or the Program Management Office (pmo@admin.sc.gov) to acquire these services.
