www.chattanoogastate.edu: Business Specifications
Service Need
The current web site needs to meet several key requirements. These requirements include ADA
compliancy and accessibility, agility with regard to updating existing web content, granular management
of web content suitable to an enterprise where responsibilities for sub-webs may be delegated to
respective college department personnel, and an overall update to the design of the web site. External
requirements that would be met to serve the needs of Chattanooga State customers and the general
community include:
1. Customer satisfaction through quality of service, content and internal processes
2. Dissemination of content
3. Organization and search functionality toward content
Students require access to Chattanooga State web resources in an on-demand, 24/7/365 fashion. A
major consideration in providing a resource to any member of the community is to clarify how much risk
is appropriate to take on in terms of service outages due to acts beyond our control.
Risk and Disaster Management
A service outage which lasts even a day will have lasting impressions on all users of the system (faculty,
staff, current and prospective students, and members of the community) in addition to disrupting a
major venue to core curriculum and resources offered online. A superior level of service is therefore
required, to provide high uptime availability. The expectation of our students and faculty with regard to
our service is that it will be available any time. Downtime will be reduced and managed by creating
redundancy in the services provided. To provide this service with customer satisfaction in mind, risks
must be identified and managed to continue to provide a quality service.
A plan to manage disasters which are not covered by service level agreements, such as power outages,
data center outages, natural disasters and other faults, must also be provided. To provide sufficient
quality of service to customers accessing our resources, we must have working, fault tolerant backup
services to mitigate downtime and manage disasters beyond our control.
Specifically, the primary needs are:







A production server in a data center on campus
A back up (mirror) server off campus
Hardware redundancy on the production and back up servers
A plan to handle catastrophic failure, security faults and service outages
Replication of content across production and mirror servers
Documentation and procedures which clearly outline what steps to take during a service outage
A metric to gauge quality, in terms of customer satisfaction and efficiency of processes