III. DATACENTER/INFRASTRUCTURE SERVICES

Server Administration

SERVICE DESCRIPTION Maintenance of the Institute’s server infrastructure including hardware maintenance, configuration management, and troubleshooting
LEAD SECTION Systems Administration/Network Administration
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5088 / 891-0686
SERVICE LEVEL OBJECTIVES Total outage: resolution within 24 business hours
ELIGIBILITY N/A
REQUIREMENTS N/A
PRODUCT Fully functional server farm
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk to make request
To add/change options of this service N/A
To discontinue / terminate this service? N/A

Network Infrastructure

1. Routing and Switching

SERVICE DESCRIPTION Design, configuration and maintenance of the Institute’s network routers and switches
LEAD SECTION Network Administration
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5088 / 891-0686
SERVICE LEVEL OBJECTIVES Total outage: resolution within 24 business hours
ELIGIBILITY N/A
REQUIREMENTS N/A
PRODUCT Working and optimized routing and switching infrastructure
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk to make request
To add/change options of this service N/A
To discontinue / terminate this service? N/A

2. Structured Cabling

SERVICE DESCRIPTION Design and coordination with contractor of the Institute’s data and voice nodes which are used for computer network connectivity and telephone lines.
LEAD SECTION Network Administration
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5088 / 891-0686
SERVICE LEVEL OBJECTIVES Total outage: resolution within 24 business hours
ELIGIBILITY N/A
REQUIREMENTS N/A
PRODUCT Data or voice node
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk to make request
To add/change options of this service N/A
To discontinue / terminate this service? N/A

Network Services

1. IP Addressing Service

SERVICE DESCRIPTION Provisioning of public IP address and other Internet number resource and configuration and maintenance of Dynamic Host Configuration Protocol (DHCP) servers.
LEAD SECTION Network Administration
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5088 / 891-0686
SERVICE LEVEL OBJECTIVES Total outage: resolution within 24 business hours
ELIGIBILITY N/A
REQUIREMENTS N/A
PRODUCT IP address
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk to make request
To add/change options of this service N/A
To discontinue / terminate this service? N/A

2. Domain Name System (DNS)

SERVICE DESCRIPTION Configuration and maintenance of Institute’s internal and public DNS servers
LEAD SECTION Network Administration
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5088 / 891-0686
SERVICE LEVEL OBJECTIVES Total outage: resolution within 24 business hours
ELIGIBILITY N/A
REQUIREMENTS N/A
PRODUCT DNS entry
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk to make request
To add/change options of this service N/A
To discontinue / terminate this service? N/A

Network Perimeter Security

1. Firewall Service

SERVICE DESCRIPTION Configuration and maintenance of Institute’s network firewall
LEAD SECTION Network Administration
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5088 / 891-0686
SERVICE LEVEL OBJECTIVES Total outage: resolution within 24 business hours
ELIGIBILITY N/A
REQUIREMENTS N/A
PRODUCT DNS entry
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk to make request
To add/change options of this service N/A
To discontinue / terminate this service? N/A

2. Intrusion Detection System/Intrusion Prevention System (IDS/IPS)

SERVICE DESCRIPTION Configuration and maintenance of Institute’s network firewall
LEAD SECTION Network Administration
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5088 / 891-0686
SERVICE LEVEL OBJECTIVES Total outage: resolution within 24 business hours
ELIGIBILITY N/A
REQUIREMENTS N/A
PRODUCT DNS entry
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk for queries
To add/change options of this service N/A
To discontinue / terminate this service? N/A

Domain Administration

SERVICE DESCRIPTION Design, configuration, and maintenance of the Institute’s domain controllers
LEAD SECTION Systems Administration
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5088 / 891-0686
SERVICE LEVEL OBJECTIVES Total outage: resolution within 24 business hours
ELIGIBILITY N/A
REQUIREMENTS N/A
PRODUCT DNS entry
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk for queries
To add/change options of this service N/A
To discontinue / terminate this service? N/A

E-Mail Administration

SERVICE DESCRIPTION Design, configuration, and maintenance of the Institute’s electronic mail (e-mail) infrastructure
LEAD SECTION Systems Administration
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5088 / 891-0686
SERVICE LEVEL OBJECTIVES Total outage: resolution within 24 business hours
ELIGIBILITY N/A
REQUIREMENTS N/A
PRODUCT E-Mail
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk for queries
To add/change options of this service N/A
To discontinue / terminate this service? N/A

Datacenter Backup and Recovery

SERVICE DESCRIPTION Design, configuration, maintenance, and operation of the Institute’s backup and recovery systems
LEAD SECTION Systems Administration
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5088 / 891-0686
SERVICE LEVEL OBJECTIVES Total outage: resolution within 24 business hours
ELIGIBILITY N/A
REQUIREMENTS N/A
PRODUCT Datacenter Backup
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk for queries
To add/change options of this service N/A
To discontinue / terminate this service? N/A

Configuration Management

1. Anti-malware Service

SERVICE DESCRIPTION Design, configuration, and maintenance of the Institute’s anti-malware systems
LEAD SECTION Systems Administration
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5088 / 891-0686
SERVICE LEVEL OBJECTIVES Total outage: resolution within 24 business hours
ELIGIBILITY N/A
REQUIREMENTS N/A
PRODUCT Anti-virus and other anti-malware software
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk for queries
To add/change options of this service N/A
To discontinue / terminate this service? N/A

2. Computer Laboratory Imaging

SERVICE DESCRIPTION Mass formatting and operating system configuration deployment of computer laboratory
LEAD SECTION Systems Administration/Technical Support
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5088 / 891-0686
SERVICE LEVEL OBJECTIVES Pre-enrolment activity
ELIGIBILITY N/A
REQUIREMENTS N/A
PRODUCT Fresh OS deployment for computer laboratory
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk for queries
To add/change options of this service N/A
To discontinue / terminate this service? N/A

3. Update Service

SERVICE DESCRIPTION Design, configuration, and maintenance of the Institute’s operating systems’ and productivity systems’ update service
LEAD SECTION Systems Administration
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5088 / 891-0686
SERVICE LEVEL OBJECTIVES Total outage: resolution within 3 business days
REQUIREMENTS None
PRODUCT OS and application updates
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk for queries
To add/change options of this service N/A
To discontinue / terminate this service? N/A

Server Virtualization

SERVICE DESCRIPTION Design, configuration, and maintenance of the Institute’s virtualized server environment
LEAD SECTION Systems Administration
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5088 / 891-0686
SERVICE LEVEL OBJECTIVES Total outage: resolution within 24 business hours
REQUIREMENTS None
PRODUCT Virtual machines
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk for queries
To add/change options of this service N/A
To discontinue / terminate this service? N/A

Cloud Services Administration

SERVICE DESCRIPTION Design, configuration, and maintenance of the cloud services being utilized by the Institute.
LEAD SECTION Systems Administration
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5088 / 891-0686
SERVICE LEVEL OBJECTIVES Total outage: resolution within 24 business hours
REQUIREMENTS None
PRODUCT Cloud services
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk for queries
To add/change options of this service N/A
To discontinue / terminate this service? N/A

Software Licensing Management

SERVICE DESCRIPTION Configuration and administration of the Institute’s various procured software for use in both academic and administrative purposes.
LEAD SECTION Systems Administration
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5088 / 891-0686
SERVICE LEVEL OBJECTIVES Total outage: resolution within 24 business hours
REQUIREMENTS None
PRODUCT Managed software licenses
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk for queries
To add/change options of this service N/A
To discontinue / terminate this service? N/A

Database Administration

SERVICE DESCRIPTION Design, configuration, optimization and administration of the Institute’s central database.
LEAD SECTION Database Administration and Maintenance
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5088 / 891-0686
SERVICE LEVEL OBJECTIVES Total outage: resolution within 24 business hours
REQUIREMENTS None
PRODUCT Database
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk for queries
To add/change options of this service N/A
To discontinue / terminate this service? N/A

Web Server Administration

SERVICE DESCRIPTION Design, configuration, optimization and administration of the Institute’s web server farm.
LEAD SECTION Website Development and Operations
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5088 / 891-0686
SERVICE LEVEL OBJECTIVES Total outage: resolution within 24 business hours
REQUIREMENTS None
PRODUCT Website
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk for queries
To add/change options of this service N/A
To discontinue / terminate this service? N/A

Hardware and Software Inventory

SERVICE DESCRIPTION Asset management of the Institute’s I.T. resources such as computer units and acquired software.
LEAD SECTION I.T. Resources
SERVICE CONTACTS
WALK-INS
DO-IT Intramuros Campus: 4th Floor, Administration Bldg.
DO-IT Makati Campus: 2nd Floor MITC Bldg.
E-MAIL
helpdesk@mapua.edu.ph
TELEPHONE
Intramuros Campus: 247-5000 extension 1403 or 1408
Makati Campus: 247-5000 extension 5088 / 891-0686
SERVICE LEVEL OBJECTIVES Report can be given within 3 business days
REQUIREMENTS None
PRODUCT Hardware and software inventory
SERVICE OPTIONS
Default Options
None
Additional Options
None
PROCEDURES
To avail of service Contact DO-IT Helpdesk for queries
To add/change options of this service

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