[System Name]
Chart of Authorities
1.0 Background
The following Chart of Authorities (CoA) pertains to the [System Name]. The system was
procured by [Client] to meet the [detailed needs] of the university. [Vendor] was contracted to
provide a solution. Information Technology Services (ITS) is hosting the [System] servers.
2.0 Purpose
The purpose of the CoA is to define the roles and responsibilities in the management of the
hardware and software in the [System] Environment.
3.0 Scope
This CoA applies to both the Development and Production [System] Application Environments.
4.0 Update Process
Requests for modification to the names listed below are to be made by a senior staff member of
the person affected by the change.
5.0 Chart of Authorities
Activity
System Access:
-Firewall Rules
-Server Accounts
ITS
A
Network Administrators, NCG
System Administrators, TSG
IT Security
[Client]
RA
Application
Administration Account
Creation/Deletion
and Module Access
Application Support
[Vendor]
SI
S
[Client] Application
Administrators
SI
Service Desk
1
[Client]
R
RC
- First Call User Support
[Client] Application
Administrators
RA
[System Name]
Chart of Authorities
Activity
Database
Administration and
Support
-Database backup
and recovery
Application Server
and Data Server
Backup and
Archiving
ITS
OCRO
RA
C
Database Administrators, EAS
[Client] Application
Administrators
RA
C
System Administrators, TSG
[Client] Application
Administrators
Server O/S and
Hardware Support
and Maintenance
RA
C
System Administrators, TSG
[Client] Application
Administrators
Change
Management
(Physical)
(Infrastructure)
RA
C
System Administrators, TSG
Network Administrators, NCG
IT Security
[Client] Application
Administrators
Change
Management
(Application)
CS
A
System Administrators, TSG
Database Administrators, EAS
IT Security
[Client] Application
Administrators
Banner
Extracts/Interfaces
(** Data from the
Banner System is
governed by the
Banner Steering
Committee/CoA **)
R
I
Database Administrators, EAS
[Client] Application
Administrators
D3
S
S
CS
CS
R
IS
Definition of Terms
R
A
Responsible: person assigned to do the work
Accountable – individual who makes the final decisions and has ultimate
ownership
Supportive: optional designation to indicate ‘supportive’ resources as applicable
Consulted – individual who must be consulted before decision or action is taken
Informed: individuals who must be informed that a decision of action has been
taken
S
C
I
2
[System Name]
Chart of Authorities
6.0 Contact Information/Communications Matrix
Contacts
Name
[Vendor]
[Client]
David Janes
ITS Service
Desk
Title/Dept.
[Vendor Title]
[Client Department]
Application
Administrator,
Client Unit
Director, ITS
Manager, Technical
Support (TSG), ITS
Systems
Administrator, TSG,
ITS
Manager
Production
Support, EAS, ITS
Database
Administrators,
EAS, ITS
Manager, Networks
& Communications,
NCG, ITS
IT Security Officer
ITS
E-mail Address
Tel #
X
X
X
X
X
X
help@mun.ca
Regular Hours:
709-864-4595
After Hours:
709-864-3433
3
Notification
of Critical
Service
Disruption
X
X
X
X
X
[System Name]
Chart of Authorities
7.0 ITS Hosting Services
ITS Operational Support will:














Manage and administer the virtual infrastructure and operating systems.
Manage and administer the storage area network infrastructure.
Maintain the physical data centers, including Uninterruptable Power Supply (UPS);
Heating, Ventilation and Air Conditioning (HVAC); Fire Suppression systems; and Physical
Security.
Maintain all physical systems located within the data centers. This includes the
administration of the hardware maintenance contracts.
Provide database administration support
Provide backup services for hosted servers according to the specifications provided:
o Details…Example: Nightly database backups (In addition, database logs backed
up every 15 minutes)
o Details…Example: Nightly server backups - archived for 30 days
Provide support for the Banner Data Feed according to specifications provided:
o Active employee and student data to be fed every week replacing existing data
in the table
Be responsible for maintaining software licenses related to monitoring and backup
systems.
Provide reports on the performance, capacity and operational management of hosted
systems.
Administer access to the application and database servers to allow the vendor access on
demand to the environment.
Conduct vulnerability assessments for server and application changes and upgrades
The environment will conform to the established ITS maintenance windows:
o http://www.mun.ca/cc/services/servicecatalogue/Service_Windows.php
Notify the CoA in the event of a planned or critical outage.
In the case of an unplanned outage, [client] has indicated that it will revert to manual
procedures for business continuity while ITS does its best to recover the system.
4
[System Name]
Chart of Authorities
Governance
Confidentiality:
ITS acknowledges that its staff may have access to, and receive information that may be
confidential. ITS agrees to hold such information confidential and to absolutely refrain from
the release of such information in any form without the express written consent of the owner,
unless required to do so as applicable by law. All ITS employees are required to sign an
Undertaking of Confidentiality Agreement.
Operational Communications:
For all operational communication related to the infrastructure services being provided by
ITS, the client authority as defined in the CoA will contact the ITS Service Desk. Requests, or
tickets, are logged at the ITS Service Desk and entered into a computer system that manages,
assigns and reports on the resolution of problems.
Contact Information:
Service Desk Phone: 864-4595
After Hours Support: 864-3433
E-mail: help@mun.ca
Hours of service:
Regular Hours:
Monday to Friday, from 8:30 a.m. to 5:00 p.m.
Summer Hours:
Monday to Friday, from 8:30 a.m. to 4:30 p.m.
** Hours are reduced at Christmas and on certain holidays.
5
[System Name]
Chart of Authorities
Approvals
Approved by: __________________________
Date: ____________________________
Client
Approved by: __________________________
Date: ____________________________
Information Technology Services
Approved by: __________________________
Vendor
6
Date: ____________________________
[System Name]
Chart of Authorities
Appendix A: Example: MIMS Issue/Call Management
MIMS
Application User
MIMS Call Management
START
HERE
CALL
END
HERE
PROBLEM IS FIXED
OCRO
(MIMS Application
Support)
PROBLEM
IS
FIXED
Initial
Problem
Analysis
Resolved?
- If not notify applicable
service desk(s)
Record
Solution and
notify User
YES
ITS Service Desk
OCRO Application
Support
PROBLEM
IS FIXED
SERVER ISSUE
Application issue
D3 Security Systems
(MIMS) Service Desk
ITS SERVICE DESK x4595
Initial Problem
Analysis
Escalate to 2nd
level support etc
Infrastructure and
Operating Systems
& DBMS
Assist
Initial Problem Analysis
Escalate to 2nd level support
etc
Application Support &
Management
SERVICE DESK
D3 Security Systems
support@d3security.com
7
PRIME
ITS Assist
D3 to Apply
Solution