SOS: SIDM Operational Support for Microsoft Identity Manager

Setup

• Three-day system deconstruction and training by Peter for SOS Support Team
• As part of the the three days above, launch of the MIM Knowledge Base with initial articles
• Identity Panel health checks, Workflows, alerting, controls, thresholds, self-healing

On-call services and SLA

• Two-hour response SLA 8:00-22:00 UTC five days a week including holidays - 14x5
• 24x7 on-call coverage with a 3-hour response SLA for hours not covered above

 

• Troubleshoot MIM and MIM Infrastructure related issues
• Troubleshoot Identity Panel and Identity Panel Infrastructure related issues
• Escalation point for complex issues, investigate and provide solutions.
• Act as a global point of contact for IdM knowledge. We’ll respond to questions for no additional change. Where appropriate, respond to questions sent to the directory team.
• Provide full DR operational support. We will repair and recover system. We will respond to a DR within the SLA, and not stop working on it until the system is recovered and online.

• Monitoring and updating of service tickets
• Deep monitoring with well configured Identity Panel and App Insights
• Outage and issue alerting
• Pre-emptive email or text message notification with ticket creation for common errors
• Resolution instructions for common errors
• Outage and stopped schedule notifications, with 3 hour or better response SLA
  • Includes Identity Panel, MIM Sync, and MIM Portal
• Schedule halt thresholds from too many deletes or changes, with automatic notification
• Insightful Sync schedule elapsed time reporting on typical and max sync times
• MIM patching, updating, upgrading, and DB optimization and maintenance
• Daily Sync statistics and health report
• Weekly sync statistics report
• Schedule optimization
• Sync health dashboard with mobile device support
• Portal up-time monitoring and outage notification

Operational services

• Secure knowledge base containing self help information and solution documentation
• Unlimited Site, User, and AD Template updates
• Unlimited Batch update
  • Batch update of Portal, Domino, other apps, or AD
  • Point-in-time attributes restore
• Pre-built reports for (list customized to customer needs):
  • Sync Errors by time range
  • Portal usage
  • Portal approval status (Pending, Approved, Rejected)
  • Portal notifications sent
  • Portal failed workflows
  • Duplicate proxy addresses
  • Mismatched user IDs between systems
  • Active users with an associate employee ID but no HR record
  • Active users with a non-associate ID but no end date
  • Office 365 licensing usage (requires Azure scan)
  • Leavers report (show successful termination in connected systems, variable time range)
  • Color coded schedule activity report (options for hourly, daily, and weekly), summary and detail available
  • Sync error summaries for specific MA/Run Profile combinations
  • Pending Import report with optional schedule pause for > N changes to HR or Portal
  • Pending Export report with optional schedule pause for > N changes to connected directories
  • Recent changes summary reports (with time range options) for critical attributes
  • Recent account transition reports

The above pre-built reports may be scheduled or event triggered for emailing. All reports may be embedded in an HTML email, or attached as a spreadsheet with column-widths and auto-filter pre-configured.

Hourly items

• Providing L2 & L3 support for MIM 2016
• Daily operational support and service MIM tickets
• Create additional reports, monitoring, dashboards, and workflows for various MARS departments
• Regression test all changes using MIM Test
• Manage labs/lower regions
• All other hourly tasks and projects not covered elsewhere
• Hours pre-paid, pool of 200 hours

Three-year agreement. A mutual no-fault termination can be included in this agreement. Termination is with 30-day notice. Mutual means either party can terminate under matching termination terms.