Service Description
Remote Computing Services
Service includes the provisioning of office automation applications and full desktop environments in a variety of remote computing scenarios in addition to serving as alternatives to traditional physical desktop solutions.
Services Provided
Application Publishing Services
Application Publishing services provide secure access, both internally and remotely, to standard office automation and specialized applications via a standard web browser on a variety of mobile and traditional computing devices. This access is intended for scenarios that require simple application access without the need for underlying operating system features.
Virtual Desktop Services (VDI)
Virtual Desktop Services provides secure internal and remote access to full desktop environments that are hosted in USDA data centers. Access may be achieved on a variety of devices, including Thin Client hardware, non-Government Furnished Equipment (GFE) computing platforms, mobility devices, and re-provisioned physical devices. Virtual Desktops are intended to replace or supplement traditional workstations in scenarios where the full feature set of the operating system is required; for example, in end user situations where there is a need for local resource access to storage and peripherals, in situations where there is a need for personalized software installation, and in situations where there is a need for full persistence (the ability to retain individual end user personal preferences) across different usage sessions.
Performance Matrix & Targets
Remote Computing Services
| Service Type |
Service Measure |
Measurement | Perform. Target |
|---|---|---|---|
| Published Applications | Availability | Service will be measured by Citrix EdgeSite Server. Measured weekly, reported monthly. Report availability beginning January 2012. |
Internal Access 95% External Access 95% |
| Published Applications | Deployment Duration |
Time from approved request to end user capability to access published application. Deployment Date ≤ 30 business days from notification to ITS or as separately agreed to between the customer and ITS in writing. IPAD ≤ 5 business days from receipt of the equipment by ITS or as separately agreed to between the customer and ITS in writing |
95% |
| Virtual Desktop | Availability | Service will be measured by System Center Operations Manager (SCOM). Measured weekly, reported monthly. Report availability beginning January 2012. |
Internal Access 97% External Access 97% |
| Virtual Desktop | Deployment Duration |
Time from approved request to end user capability to access virtual desktop. Deployment Date ≤ 30 business days from notification to ITS or as separately agreed to between the customer and ITS in writing. IPAD ≤ 5 business days from receipt of the equipment by ITS and activation of the wireless service by the vendor or as separately agreed to between the customer and ITS in writing. |
95% |
Unscheduled Remote Computing Services Outage Definitions
| Definition |
Chargeable ITS Outage |
Non Chargeable |
|---|---|---|
|
Published Application Infrastructure or Virtual Desktops Infrastructure is unavailable System Availability = [Total Time – Total Chargeable Outage] /Total Time |
USDA/ITS Remote Computing Services infrastructure component failure impacting accessibility to the full suite of applications or all virtual desktops | End User has logged in incorrectly or locked out credentials. USDA/ITS routing/switching issues (Local LAN), Building power related outages, Natural Disasters, Scheduled Maintenance, Non-GFE related issues. |
Download the End User Services- Remote Computing Services page from the ITS Service Catalog.