Executive Overview - spsevents.org · Web view11/27/2017 · SharePoint Governance Document Example ... or portal is 4 hours ... intranet portal to accommodate the corporate headquarters

SharePoint Governance ExampleThis is a brief, fundamental approach to starting, improving and sustaining Governance. It is not a magic button to whip your team or system into shape. This is an example of a Governance Plan to help you get started. It may help you check something off your list and get the ball rolling to help communicate and engage others in your Governance task.

The focus of this Governance plan is the sustainment operation of a production SharePoint 2016 instance, the dependencies and interactions of this system between the stakeholders. This plan could be used to communicate other enterprise system management items as well. To perform this task successfully the administrators of this platform will need to update and fit this plan to accommodate their environment and business goals. This document outlines the framework of many items that may need addressed and help them craft their Governance tasks and goals.

Prepared by: Chad Berg

Prepared by: Chad Berg

Reviewed by: Local SharePoint Admin

Date: May 6, 2023

SharePoint 2016 Support Document

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Contents1 Executive Overview...........................................................................................................2 Implementation.................................................................................................................3 SharePoint 2016 integration..............................................................................................4 SharePoint Service Offering...............................................................................................5 SharePoint Service and Support Team.............................................................................146 SharePoint Support Offering............................................................................................157 SharePoint Site Collection and Site Provisioning..............................................................188 Leadership Commitment.................................................................................................19

SharePoint Governance Document Example Page 3


1 Executive OverviewExecutive OverviewThe Company requires a consistent and robust platform for supporting the management of resources in each departmental, group, and team needs. To facilitate this need, the company plans to design, deploy, and manage a standardized, consistent Intranet Portal Service. This service is built on SharePoint 2016.

This Governance Plan is a guideline outlining the needs, requirements, goals, scope, administration, maintenance, stakeholders, and support of the company’s SharePoint 2016 deployment. It identifies lines of enablement for our leadership, business and technical teams.

Agreeing to a shared governance plan is one of the most challenging tasks of any SharePoint integration. SharePoint Governance fulfills many needs to a business. It establishes the ground rules for all the stakeholders of the system. It controls unbounded expectations of both the users and leadership. It allows leadership and technical teams a roadmap to expanding services and capabilities. Most importantly, it defines the scope and capabilities of a current implementation. This takes a great deal of guesswork out of any future migrations, upgrades or changes to the system.

There are many examples of SharePoint governance plans available. All have their merits but, a useful governance plan must support the unique processes and needs of that business’s environment. In this case, it must support the company’s business needs and user community. This plan takes a simple approach to solving this daunting task. It begins with general SharePoint goals and builds upon these goals to identify the overall SharePoint scope and service offering.

1. Establish the high-level goals of the SharePoint Portal. This is defined in the Implementation section.

2. Identify the technical requirements of SharePoint Portal in greater detail. Each of these supports the general goals but, identifies the unique and detailed needs of authentication, support and function in greater detail. This is defined in the SharePoint Service and Support section.

3. Identify the SharePoint service delivery. This identifies the service delivery and how it will approach the need and technically fulfill each requirement. This is defined in the SharePoint Service Roles section.

4. Identify each stakeholder’s area of responsibility in the support delivery plan. This embellishes the helpdesk and support functions. The service delivery plan will further define the support and service offering by identifying each stakeholder’s areas and scope of enablement. This is defined in the SharePoint Help Desk Support Levels.

To this end, the goal of this governance plan is to provide a guide for a sustained SharePoint portal service offering. This includes accommodating for expectations, projects or migrations as new concepts capabilities or limitations occur.



2 Implementation

Needs Analysis / Service and Business RequirementsThe following identifies the services required by this application and illustrate the scope of this integration and the needs it is designed to service.

Service GoalsTo provide sustained service we need to define the service goals, so the staff and user community can understand and agree to the focus of this platform’s goals. Enable the company with a sustained and robust SharePoint Portal service offering, which

supports the community with tools that allows secure sharing collection and reporting of business documents and information.

Enable the user community with a scope of services that the SharePoint 2016 application can provide. Provide a scope of the current capabilities and how to enable expansion and growth of these services.

Enable community with tools so users can obtain support and define how support requests are opened, tracked and resolved.

Enable community with guidelines to how changes in SharePoint services are requested, tracked and resolved.

Provide guidelines for the hardware and software lifecycle support provided by the SharePoint environment.

Enable company culture to encourage better and more effective business processes, collaboration and management suing the SharePoint application and its integration with other business applications and systems.



3 SharePoint 2016 integration The SharePoint portal access, authentication and security System must provide the ability to report system configuration status and report on direct

input from companies’ operations database. This is the tool used by the Company to audit and report on the system health of all systems and manufacturing processes.

Server system must support and require smart card authentication and must be accessible from any company network space. The portal will not have need to be accessible from outside the company network space.

The authentication functions are performed via the Windows Active Directory user account, Windows Internet Information Services (IIS) and the SharePoint 2016 application. The SharePoint server will allow authenticated access via respective user accounts under the companies trusted (Active Directory) domains. No additional accounts or accessibility will be established or granted permissions on the portal. Application must support user group functions for permissions. Kerberos authentication is required on the Central Administration and Web App IIS instances only, per company security policies.

Server system must meet all Information Assurance policies. Use only approved and licensed software. Systems must meet security inspection requirements and obtain and keep current the proper company IT Authority to Operate certifications.

Disaster recovery and service accessibilityArchitecture requires that there is no single point of failure. Disaster recovery must be met to accommodate the following uptime requirements. Uptime target 99.95% or better. (Not including planned maintenance windows)

Regularly schedule outages will take place on the first Thursday of each month. Notice will be sent to all stakeholders prior to each outage.

Disaster Recovery time objective 12 hours or less for non-catastrophic outages and 48 hours for catastrophic outages. (Recovery/Failover datacenter must contain dependent services including SMTP, Active Directory/Authentication services, DNS, and SQL Server storage). Recovery timeframe does not include additional necessary hardware acquisition as we only operate a cold COOP facility. This facility has power and AC but does not have active network connections or server hardware.

Recovery point objective for a site collection or portal is 4 hours or less, unless restricted by portal sizes exceeding 50 gigs. Portal size exceeding this recommended size will be performed in best effort timeframe. Site collection size impacts recovery time significantly.

A Continuity of Operations Plan (COOP) is being identified. The COOP will be designed to support operations moving to a separate geographical location for up to 30 days. Disaster recovery environment setup in alternate datacenter to avoid further points of failure due to acts of God (flooding, fire, tornado, hurricane, and extended state-wide power outages).

SharePoint recycle bin will be available to uses for restoring of documents deleted within the last 30 days. Site collection administrators are encouraged to use this feature in site and file administration.

Monitoring by respective SharePoint administration staff Monitoring will be performed by the local SharePoint administration staff (Mon-Fri

8am-5pm (excluding holidays)).



Support calls to the 8am to 5pm support desk should receive attention within a maximum of 15-minute hold time without prior notification of high call volume, and resolution should be a maximum of 3 days for 90% of calls. Resolution is considered successful resolution by the client or customer. The only exception to this is if the client or customer does not respond. This service is considered business critical.

SP services and ability to leverage other MS application features SharePoint 2016 Excel Services SQL Server Reporting Services (SSRS) SharePoint 2016 Performance Point Services Outgoing SMTP (Email) alerts and Incoming SMTP (Email) enabled document

libraries

Search requirements Enterprise search will be necessary for all top intranet portal and all departmental portals. This

is a text string search for file name and text search within documents for Word, PowerPoint, Excel, Visio, OneNote and Adobe PDF files. Search results are security trimmed. Results will only return query results to a user for the items which that user has permissions to access.

Search schedules and updates must not interfere with user access and performance. The content crawls necessary to facilitate search features will be completed on a regular schedule. As content crawls are extremely resource intensive, they will only be scheduled during normal business hours as performance and resources permit. It is understood, new items added to the system will not indexed or identified in a search until a crawl has been completed on the new content.

Site and data life cycle Site collection expiration policies will be identified and enforced by the SharePoint Operations

team. No site will be deleted permanently without first notifying the primary and secondary owner, (Site collection administrators) and then after some agreed-upon time the site should be backed up for quick retrieval.

These “archived” sites will be retained for a period of 1 year after being removed from the production system. A request for restoration of site collection can be made by either the site collection owner(s) given a compelling business reason for the site to be available and not accessed or used in a responsible manner. After the site is removed, and then restored, the same rules are in effect and the site can again be removed for lack of use.

Editing/Design/SharePoint Designer Usage Policies Master pages will be authored by a single design team. SharePoint Designer will be supported

only by those “certified” where the tool deployment will be tracked and managed.

Auditing The default auditing settings will be turned on consistently across all sites for

tracking expiration policies and item deletions.

Site Templates Initial site collection provisioning will be performed using the standard Team site



template. All default SharePoint 2016 Enterprise templates will be available for use by the site collection administrators as they grow their site. Additional 3rd party templates are considered customizations and must be requested and approved via the configuration management board. Previous SharePoint server upgrades and issues experienced with custom templates would encourage users to remain consistent with the standard template offerings.

Workflows Workflow solutions on top of SharePoint Server are being evaluated with limited

SharePoint Designer access and a requirement for more powerful solutions right through the browser.

Data use, content size and individual user disk use Site collections will have a set quota and restriction of 50 gig.



4 SharePoint Service Offering The following identifies the service offering of each component (requirement) is delivered or administrated. The SharePoint service offering centers the computer information security triad (confidentiality, integrity and availability). The core of this service offering is information security and the CIA TRIAD. From this core we expand the SharePoint capabilities and application tools to provide the business and user needs required by the company.

SharePoint access, authentication and security The SharePoint 2016 server environment in the respective has been established with a common intranet portal to accommodate the corporate headquarters and the company’s latest company news and communication to the staff. All SharePoint 2016 Portals are smart card enabled, thus a company card is required to access the portal and company information and resources stored on the portal. This can have granular and secure access tied to any user or group in the Active Directory domain.

Company Portals on this SharePoint 2016 platformhttps://portal.blue.com/https://ops.blue.com/ https://mysite.blue.com/

Portal access is restricted to allow access via a user’s smart card only. No simple login/password-only access is allowed per company guidelines. Permissions to a site or data can be controlled to read-only, change and full access via the standard SharePoint 2016 tools and functions. Service account guidelines and policies will be enforced, to allow NOC operations team the ability to use service account login/password accounts as required for platform functions. A user with the proper smart card authenticated permissions can access data from inside the company network on their company provided PC or laptop. All connections to the server must be made via SSL (HTTPS) and are 2048 bit encrypted.

Disaster recovery and service accessibilityOne of the most significant service offerings provided involves the confidence that data is not at risk on these systems and it can be accessed in the event of some malicious or accidental situation. To provide this confidence the System, SharePoint and Database administrators have implemented mechanisms to safeguard the application configuration and data at many levels.

Application and hardware redundancy built into the architecture All components used by SharePoint environment have redundant software and hardware functions. This includes dual power supplies in all servers, each tied to a separate UPS power system in the datacenter. The data center (Company Building 111) has a generator to accommodate an extended power failure, this also provides redundant power for the AC cooling functions. There are redundant physical servers supporting the virtualized SharePoint environment that allow the virtual machines to be moved on/off physical hardware in the event of hardware failure. Redundant switches and SAN components insure data and disk volumes are robust and available. In addition to this the SharePoint Farm environment employs an SQL cluster to insure the database availability, and



multiple SharePoint front ends on a Windows network Load Balancer to insure redundant web server availability in the farm.

The SharePoint 2010 Recycle Bin SharePoint employs a Recycle bin that allows users the ability to recover deleted documents for up to 30 days. In most cases the Site Collection administrator or Helpdesk need not be involved in recovery of these items. Recovery of the items can be accomplished by the user.

Robust scheduled backup of data SharePoint holds all data can configuration within the SQL databases. In the event of more serious or catastrophic failures, a regularly scheduled backup of database files is completed every Friday night and differentials are completed on Wednesdays. The backup files are retained on the system for 30days, thus allowing four (4) complete backups of the SharePoint systems to be available at any given point in time. These items are written to a Network Attached Storage in the same server rack for expedient backup and recovery. The same Network Attached Storage volumes are then mirrored to a similar Network Attached storage device in data center to accommodate off-site storage. Regularly scheduled Operating System backups are also performed and written to these devices. This is performed using the tools to make full virtual machine copies of each machine. This allows each machine to be quickly moved, recovered or duplicated for staging and testing purposes.

Solid documentation of each configuration change Configuration management is maintained and vetted in staging environment prior to implementation into production environment. A large-scale restoration can often be avoided if proper implementation directions and configuration management are maintained. Problems are also avoided by solid testing prior to implementing in a production system. Therefore, each significant system configuration change performed on the servers is documented and performed into the staging environment prior to implementation in the production environment.

A Continuity of Operations Plan (COOP) Continuity requirements for the SharePoint services must be identified and supported by leadership. Generally, this policy has been to have a COOP scenario to allow service operations systems to fail over to another facility for a maximum of 30 days. The overall hot, warm and cold failover facility capability and cost associated with this is still being evaluated and assessed by leadership. The COOP operation plans are in planning stages, but a formal plan has not been identified or approved.

Monitoring of SharePointThe SharePoint 2013 server environment is monitored by the company SharePoint admin staff during normal working hours. The staff is currently researching automated monitoring tools to extend this capacity using tools such as Microsoft Operations Manager. After hours the portal is constantly monitored and used by companies Operations Center (OC). In the event of problems, they are directed to contact the company’s on-call phone number (123)555-1000, which will in turn contact an appropriate individual(s) to address these issues. The SharePoint Help Desk also monitors the systems and take support calls from 8am to 5pm. Support desk calls will receive attention within a 15-minute hold time without prior notification of high call volume, and resolution should be a maximum of 3 days for 90% of calls. Resolution is considered successful resolution by the client or customer. The only exception to this is if the client or customer does not respond. This service is considered business critical.



SP services and ability to leverage additional tools and featuresThe following SharePoint services and Microsoft Application integrations are available in the SharePoint environment. Many of these tools require significant privileges to install configure and administrate. SharePoint 2016 Enterprise licenses are required for the company’s specific operations and functions. Multiple services and features in used in the environment and require the necessary enterprise CALs. These include:

SharePoint Excel Services SharePoint excel Services are a SharePoint Enterprise licensed feature which is enabled in the SharePoint 2013 production environment. Customers wishing to integrate Excel services will need to identify trusted locations of the files being accessed by excel services. To do this the customer needs to identify the path of the excel file(s) and contact the help desk so they can establish the trusted location.

SQL Server Reporting Services (SSRS) SQL Server Reporting Services (SSRS) have been installed in the SharePoint Farm and are available in SharePoint integration integrated mode. Customers wishing to integrate custom reports into the production SharePoint site collections must provide the necessary files and directions for their desired implementations. Due to the nature of SSRS security it is difficult to segment and control access to these resources. Therefore, with proper documentation, which is required for any production configuration control or management, the SharePoint administrators will implement SSRS features using the directions provided by the customer to integrate these in the staging and production environments. All requests for SSRS services must be requested and approved via the configuration management board. The board will take into effect the scalability and performance impact of each SSRS service addition as any single integration of these features can have a significant impact to all users of the SharePoint environment.

SharePoint Performance Point Services SharePoint Performance Point services allow many customized functions including access to SSAS, SSRS and Excel service functions. Performance Point tools are effectively the Business Integration offering provided by Microsoft. This service is enabled and available. Customers wishing to integrate these items in the production SharePoint environment must provide detailed files and directions on their desired implementations. The System, SharePoint and Database administrators will use these directions to implement into the staging and Production environments. All requests for PPS/SSAS/SSRS services must be requested and approved via the configuration management board. The board will take into effect the scalability and performance impact of each PPS/SSAS/SSRS service addition and the performance, security and management impact of the requested addition. Access to the Performance Point dashboard will be limited on the production and staging environments. This dashboard is used to configure the various Performance Point services and functions; therefore, it is imperative that documentation be actuate and complete in the setup of these components.

Outgoing/Incoming SMTP Email features on SharePoint PlatformOutgoing SMTP (Email) alerts and Incoming SMTP (Email) enabled document libraries are available on the SharePoint 2016 environment. Therefore, email enabled document libraries will have a configured MX record to use ‘name’@mx.blue.com email address to function in the SharePoint 2013 environment.



Search ServicesStandard Enterprise search will be provided on the top intranet portal and all departmental portals. This is a text string search for file name and text search within documents for Word, Excel PowerPoint, Visio, OneNote and Adobe PDF files. Search results will be security trimmed which is a native function in SharePoint 2016. Results will only return query results to a user for the items which that user has permissions to access. Search schedules will employ a full search every quarter and incremental search each Friday and two additional incremental searches on each portal thru the week. Search crawls are EXTREMELY resource intensive and are best performed after hours. New items added to any SharePoint 2013 portal or site collection will not appear in a search until a crawl has been completed on the new content.

Site and Data Life CycleSite collection life cycles must be limited. Sites and data not being accessed on the portal must be tracked and managed. Historically, the SharePoint portal has been used as an archive site or warehouse for files. These items significantly impact service functions to the active SharePoint users. Therefore, the SharePoint administration staff will regularly query SharePoint for data and site collections not accessed within the last 60 days. Notification of items not in use will be communicated to both the site collection owner and primary/secondary site collection administrator. If the data is not accessed after 90 days, and no resolution has been addressed by the data owner and site collection administrations, the site will be archived. This archive will be retained for 1 year and then purged.

Editing/Design/SharePoint Designer Usage Policies SharePoint 2016 offers many robust and unique features and views. Most users will find this is adequate but, other users or needs will require changes that can create as much harm as good. These changes are commonly performed by SharePoint Designer or modification of the site collection master page. The responsibility for customizing a site master page is solely taken by the owner or site collection administrators of the site collection. Therefore, it is important that these individuals be prudent in granting access or SharePoint Designer access to their site collection.

The Farm or site master page(s) will not be modified unless approved by the Configuration Management board and completely tested in a separate testing and staging environment. The farm master page modifies all sites across the SharePoint farm, maintaining the integrity and function of this file is extremely important. Site Collection master page files only effect the site collection they are located on.

Auditing The default auditing settings will remain on to consistently track expiration policies and item deletions on the company SharePoint environment.

Site TemplatesThe initial site collection provisioning performed by the SharePoint Administrator will be performed using the SharePoint 2016 “Team Site” template. All default SharePoint 2013 Enterprise templates will be available for use by the site collection administrators as they expand their site.

Workflows Workflow development is limited to users with SharePoint Designer access. Therefore, any



SharePoint 2016 workflows must be addressed and reworked by the site collection administrators or users with the appropriate skills and access.

Site Collection Permissions Administrators are encouraged to use permissions groups to grant individuals access to their respective site collections. Permissions groups allow more robust and streamlined administration within SharePoint and ease the overhead of administration and troubleshooting issues. As some organizations have regular turnover of persons in a department, office or team, a bi-annual review and purge of inactive user accounts will be performed to clear dormant and inactive accounts. This is an information security requirement as well as a good security practice to maintain the SharePoint environment.

Data use, content size and individual user disk use Site collections will have a set quota and restriction of 50 gig. Organization exceeding responsible use put an unbalanced burden on other organizations for disk use, resources and performance. Therefore the SharePoint Environment has been established to use the following rules. - Automated e-mail is sent to a site collection administrator when the size of the site reaches 45

gigabytes (GB). Users are prevented from uploading additional documents when the size of a site collection reaches 50 gigabytes (GB).

Each site collection will be created using a separate SQL database. This is being done to increase the robustness of site collection recovery and provide a simpler roadmap for migration of site to any separate SharePoint solution. Single database recovery allows a quicker and simpler Disaster Recovery. Users and Site Collection Administrators should not experience any impact from this change.



5 SharePoint Service and Support Team

SharePoint Service and System Owner (Company NOC)The Service Owner will provide strategic insight and direction for site hosting and will be able to drive strategic initiatives into his or her respective organizations. Resources represent a good balance between business and IT, and centralized control versus decentralized empowerment.

SP Site Collection Administrators (Assigned and defined SCA)The purpose of the group will be to support specific directorates and subordinate schools or groups that hold a site collection. These are the first line support for users of the company SharePoint Portal.

SharePoint Help Desk (SharePoint Operations)The SharePoint Help Desk is a group of individuals that handle first and second tier support for the Site Collection administrators and as a collection point for unique projects and specific customer implementations.

SharePoint Administrators (System/SharePoint/Database Operations)The SharePoint Admin team provides operational support for the system as it helps to ensure the enforcement of the governance plan and manage the more routine maintenance of the system by performing backups, usage monitoring and analysis, scheduled task validation, and keeping the system current with security releases and system upgrades.

Network Infrastructure Support (NOC)The Infrastructure team provides standardized services, network switches, backend routing, DNS, Active Directory services, firewalls, security, and SMTP services. The network infrastructure team provides the back-end support to allow users to reach the server, they also provide the security and a long list or unique services required for SharePoint to provide it’s services. This also includes the multiple IA controls and management which protect our systems from multiple attacks and vulnerabilities.

SharePoint Custom Implementers (Integration Specialists)SharePoint implementers are technically talented persons who have Microsoft .NET skills and are willing and able to customize, personalize, and use SharePoint Server in a manner that fulfills the business opportunities as identified by the strategy team. This team is a loosely-knit community with varying degrees of proficiency in software development. Members can range from highly skilled programmers to technically savvy end users in charge of creating and managing workflows. The collaboration service deployment is not to be considered an application platform, but instead an “out-of-the-box” solution with limited third-party and custom development in addressing key business requirements in the initial rollout as it pertains to providing higher service levels.



6 SharePoint Support OfferingOverview describing the method to request support from the SharePoint support team. This is often a challenge as SharePoint has many dependencies on client setup, network, directory services, database and SharePoint platform support. The following support method will be employed to facilitate as rapid alerting and correction of issues as possible.

First-TierContact the site collection administrator or owner. As the owner or site collection administrators have better visibility with the team using the data. They also have a better understanding of the organizations data and how it is used. They have the best insight on these issues. You should request assistance form these individuals first.

Second-TierContact SharePoint Help Desk or submit a ticket on the company portal help desk site. The company’s on-call phone number (123)555-1000 which can be routed to the SharePoint help desk. The Portal help desk site is at https://portal.blue.com/sites/help and is only accessible for internal support requests. The way this help desk request is handled is greatly defined by one of these three areas. The goal of categorizing a request is to handle this at the proper level and insure, break-fix, projects and training types of requests are initiated and completed correctly.

- A Help Desk Support Request (Break Fix). This requests a correction to something that worked before and does not currently function. To qualify as a break fix, the First-Tier support requires skills or permissions they do not possess. IF they possess the skill and permissions, then this would be considered a training request and we’ll describe this below.

- A Project Support Request (A new capability or something that does not currently exist) A project task can be defined as a request for additional function or an item that does not currently exist the customer is asking to be implemented. This could be a new site or a full-blown BI integration. The trick is, the resolution response time would not applicable in this task. A request of this nature could involve an undefined number of people and resources, it may need Configuration Management approval and may associate additional costs for resources. Help Desk personnel are not immediately responsible for completing project tasks. The Help Desk is responsible to collect the available information on the request and communicate this request to appropriate leadership. Help Desk persons may be engaged project tasks after the project is approved but, only as assigned. This insures their time and resource is properly accounted for in the overall project task.

- A Training Support Request (Need guidance on best practices) A training request does not always start as a direct request for training. Often, a request is submitted but, it is later learned that the site collection administrator (or user) can perform the task. The individual simply needs a little technical help to get started in the proper direction. Therefore, a task identified as a ‘training’ request is a task that does not require any additional permissions or access on the part of the user. In this case, the help desk personnel is responsible to clearly documenting how to perform this task and communicate this back to the requester for action. The preferred method to communicate this is via a posting on the Help Desk FAQ or a Best Practices site. This allows other site collection administrators the benefit of this information as well.

Third-TierThe SharePoint Help Desk will sometimes need to escalate the ticket to the SharePoint



System/SharePoint/Database Administrators. This depends greatly on the complexity of the ticket and the Helps Desk’s permissions or experience in correcting the issue. It is important for the Help Desk and these admins have a good communication and interaction. Since the Help desk is the customer facing/interaction team’s focus, and the Admins tend to focus on the sustained operations of the services in which everyone depends. Regardless of the task or correction, once the task is initiated or corrected, the tasks is passed back to the help desk for verification and closure with the customer. It is important that the customer does attempt to shortcut the helpdesk, and go directly to the Admins in the future. This helps the team manage, prioritize and scope issues and resources correctly.

Fourth-TierThe SharePoint Portal administrators will sometimes need to escalate the ticket. As priority and necessity dictate, they will engage the vendor to assist in the resolution of an issue. In the case of SharePoint, this may involve Microsoft Premiere Support. Microsoft Premiere Support has multiple levels of tiered support as well. Issue can be escalated all the way to the product group. Although rare, there have been cases were an issue has prompted feature changes or CU changes.

SharePoint Help Desk Support LevelsThe following items further define the support levels. This describes the roles, SLA responsibilities and metrics collection that may gauge success of these levels.

SharePoint Tier-1 (SCA, Department IT Support or Site Owners)End users would first contact their local SharePoint Site Collection Administrator, IT support or data owner. These local support individuals can help to validate issues, understand the intended action and insure this is a viable need.

Description Responsibilities Key Metrics

Must have minimal SharePoint Products and Technologies experience and receive advanced training before they can assist end users.

Does not have access to SharePoint Central Administration.

Has full site collection visibility and access to respective site collection or organization site.

Point person for specific problems concerning that site collection.

Supports directorate, department, office or team day-to-day permissions changes and support tasks of their respective site collection.

Escalates issues to next level as necessary.

Average Time to Resolution# of Tickets open# of Tickets closed

SharePoint Tier-2 Support Help Desk (Help Desk) At an appropriate time, the Help Desk will assume a role in the support of end users. End users would first contact their resident SharePoint Site Collection Administrator. Issues requiring further escalation will be escalated to next tier.


Must have SharePoint Products and Technologies experience and receive advanced training before they can assist end users. In-depth

Responsible for Help Desk ticketing system and follow thru of all tickets to completion or closure. Although, they might not perform the necessary tasks to

Average Time to Resolution# of Tickets open # of Tickets closed



understanding of the site settings UI and list settings. No access to Central Administration Web site.Has full portal and site collection visibility and access

complete the ticket, they are responsible for insuring the requests are properly received routed and completed with end customer. Changes site collection ownership.Creates and manages the FAQ/end-user knowledge base.Maintains and supports end-user training materials.Track site collection alert email inbox for issues. Respond, track and notify necessary persons accordingly. Identify and reconcile inactive users and site collections on the portal bi-annually to insure proper security and administration of the SharePoint services.

% of Tickets closed within SLA (72 hrs service level agreement for example)

# of Tickets closed beyond SLA% of Tickets closed - User Response Dissatisfied

% of Tickets closed - Satisfied % of Tickets escalated

Twice annually, inactive users list.

Twice annually, inactive site collection list.

SharePoint Tier-3 (SharePoint admins)While the hardware and network are provided by other infrastructure teams, this team ultimately owns responsibility for the health and service availability of the environment. They are responsible for outages and isolating systemic issues. They take client escalations which relate to server issues including, but not limited to performance, site or service outages, restores, and server errors.


Exclusive SharePoint Server access to production/staging and testing areas.

Installation, and updates to network configuration.Maintenance: hot fixes, service packs, application upgrade functions. Backup/restore Disaster recovery solutions Cluster and Load Balancing SupportSecurity and Authorization items in IIS, SQL and SharePoint. SQL Server Support and Maintenance Database Consistency and MaintenanceDisk ManagementVirtualization Support Staging Environment supportTest Environment supportDeployment of solutions and features

Uptime % Planned downtime

New Web Applications added

Number of Databases added

Backup SLA (# of failed backups)

Time to Restore

List of Operational Projects in Process

SharePoint Tier-4 (Product vendors) Product vendors support issues that are escalated to their level. This escalation is generally initiated by the Admin or the company IT leadership, since vendor support is generally associated with some type of cost or exercising of limited support that comes with a product or license.


Exclusive SharePoint Server access to production via Admin staff. Or in special cases a case may be opened by the IT staff on behalf of the customer, allowing the first line customer interaction with the vendor support.

Critical or system wide outage supportUnique and specialized technical support. Best practices supportRisk Assessment support

Time engaged on any specific issue.





7 SharePoint Site Collection and Site Provisioning

Permission ManagementDefault permission levels will be used to manage site collections. Inheritance is strongly encouraged for ease of management. When special permissions are required, a second site or separate list should be created. Granular security on the item level should be avoided for support reasons. Rights should be managed with the principle of least privilege in mind. Sites designed for publishing broadly should leverage “authenticated users” to avoid adding large numbers of specifically permissioned users. Using security groups (both AD and SharePoint is highly recommended). Anonymous access on company SharePoint sites is not permitted.Delegation of site collections to business users trained to support site collection permissions will be required to complete site collection administrator training. Training will also include recommendations on site naming, URL standards, content types, and metadata capture for structured properties to be captured and leveraged in search where possible.

Document settings and Prohibited file types: default mp3, bmp, etc.

Information Policy: Business Critical Only (Data retention of 1-year max) No classified, trade secret, or highly sensitive data should be placed on a

SharePoint that is not restricted to an appropriate sensitivity level. Personally Identifiable Information (PII) and data must be identified and secured.

ALL PII data stored on any company location must be identified and communicated to the SharePoint system owners and SharePoint Administrators. This is necessary to allow proper management of this type of information on the system, within permissions, in backups, to conform in policies and many other scenarios.

Site requests Business owner should fill out a request for a new site and insure they provide the following information.

- Site Owner (name) (Email) (Phone Number).- Primary Site Administrator (Self or direct report. It may be same person).- Secondary Site Administrator. (Must be another person from site owner).- Intention of the site to be created.

Collaboration, Business Integration tools, or Official Calendar. - Title of site. Please limit site title to 20 characters. This is not a hard limit, but it will help

you in the future if the title is concise. - Define requesting site collection URL,

Example: https://portal.blue.com/sites/MyProjectAn E-mail will be sent to the Primary and Secondary site owner once the site is available



8 Leadership Commitment Approval from the Organizations Leadership on this plan.

Network Operations Center Leadership Date

Operations Center Leadership Date

Company/Business Owner Leadership Sponsor Date


Documents

Executive Overview - spsevents.org · Web view11/27/2017 · SharePoint Governance Document Example ... or portal is 4 hours ... intranet portal to accommodate the corporate headquarters