Effective Date: August 2017
Revision Date: August 2017
Version: 001.0
Product Manager: Greg Jackson
Phone: 801-641-2444
E-mail: gregjackson@utah.gov
The Department of Technology Services (DTS) provides the Enterprise Service Bus (ESB). An ESB is an architecture, a set of rules and principles for integrating numerous applications together over a bus-like infrastructure. ESB products enable users to build this type of architecture, but the products vary in the way that they do this and in the capabilities that they offer. The core concept of the ESB architecture is that different applications can be integrated by putting a communication bus between them and then enabling each application to talk to the bus. This decouples systems from each other, allowing them to communicate without dependency on, or knowledge of, other systems on the bus. The concept of ESB was born out of the need to move away from point-to-point integration, which, over time, becomes brittle and hard to manage.
What is MuleSoft?
MuleSoft, the runtime engine of Anypoint Platform, is a lightweight Java-based ESB and integration platform that allows developers to connect applications together quickly and easily, enabling them to exchange data. MuleSoft enables easy integration of existing systems, regardless of the different technologies that the applications use, including JMS, Web Services, JDBC, HTTP, and more. The ESB can be deployed anywhere, can integrate and orchestrate events in real time or by batch, and has universal connectivity.Key Features of ESB
- Service creation and hosting—The ESB exposes and hosts reusable services, using the ESB as a lightweight service container.
- Service mediation—The ESB shields services from message formats and protocols, separates business logic from messaging, and enables location-independent service calls.
- Message routing—The ESB routes, filters, aggregates, and resequences messages based on content and rules.
- Data transformation—The ESB exchanges data across varying formats and transport protocols.
Product Features |
|
Feature |
Description |
| Memory Resources |
1 GB of memory is allocated to each instance. Several small applications can run in each instance until breaching capacity, when another instance will need to be ordered. If more than 1GB is needed, a review of the Web service / API will need to be completed to determine why the Web service / API is consuming excessive memory resources and whether the API is following DTS standards. The Web service / API may need to be divided into two instances, or an SBA may be needed. |
| 24/7 Environment Support | Systems are monitored for power, network connectivity, and environmental consistency and are supported by DTS personnel 24/7. Problems can be reported by contacting the DTS Help Desk. Application support is the responsibility of the customer. |
| Deployment Support | The ESB Deployment Team will support all deployments. All deployments may be requested using the ESB Deployment Request Form. For support hours, see the Deployment section of this product description. |
| Configuration and Failover | Production, QA, and Development environments are redundant and applications will be installed two times on each environment. This provides failover and redundancy as well as system upgrades and maintenance without downtime. Development can be broken into two single-instance environments to create a Development and Test environment if needed. |
| Application Updates (Deployments) | Customers must follow the standard deployment request process for deployment of application updates, whether introducing a new version or fixing a bug. Deployments must be requested by filling out the ESB Deployment Request Form. |
Features Not Included |
|
Feature |
Explanation |
| Assistance and Troubleshooting | Assistance for non-standard deployments and application troubleshooting is available at the prevailing rate for DTS consulting. |
Product Rates |
|
Feature |
Rate |
| ESB (MuleSoft Environment) Instance | NA |
Support |
|
Type of Support |
Hours of Support |
| Non-production Deployments | 7 a.m. to 6 p.m., Monday through Friday |
| Production Deployments | Scheduled per request |
| ESB Infrastructure | See General Service Levels and Metrics section |
Ordering and Provisioning
To order a new instance, complete the ServiceNow ESB New Instance Order Form.
Each instance consists of space in production, quality assurance (QA), and development.
Deployments
- Deployments are supported by the ESB Deployment Team. Operational Processes can be found at the Enterprise Service Bus Operational Processes page.
- All deployments must be requested by completing the ESB Deployment Request Form.
- Stage / Development / QA / Test Deployments may be scheduled or requested from 7 a.m. to 6 p.m., Monday through Friday.
- Production deployments may be scheduled as requested.
DTS Responsibilities
DTS will:
- Provide a secure physical facility and all environmental controls for the server and disk array.
- Monitor and maintain the integrity of the network.
- Install and maintain server hardware.
- Install and maintain MuleSoft infrastructure.
- Complete deployments to the ESB.
Agency Staff Responsibilities
The agency will:
- Approve access to Web services / API.
- Test software in a development and acceptance testing environment before deploying to production if required.
- Provide customer support services to the end users of the application.
General Service Levels and Metrics
All technical incidents and service requests, as well as certain types of orders, related to products and services provided by DTS will be reported to the DTS Enterprise Service Desk, specialized help desks that support state agencies or DTS divisions and regions. All incidents and requests will be captured in the DTS Help Desk application. DTS staff will provide timely acknowledgement and resolution of technical incidents and service requests.
DTS support staff, including staff directly assigned to the DTS Enterprise Service Desk, will exert all reasonable efforts to meet the Time to Initial Response (TIR) and Total Time to Resolution (TTR) targets set forth below.
The DTS Enterprise Service Desk is accessible 24/7 by telephone at 801-538-3440 or 800-678-3440. Live chat and direct user reporting of incidents are also available on the DTS website at dts.utah.gov. Published “Business Hours” for the DTS Service Desk are 8:00 a.m. 5:00 p.m., Monday through Friday. Hours of support/on-call coverage vary by agency, division, region, and product.
Incident Response and Resolution Targets
Time to Initial Response Targets |
Percentage of Tickets |
Total Time to Resolution Targets |
Percentage of Tickets |
| Low priority–1 business hour | 85% | Low priority–6 business hours | 90% |
| Medium priority–1 business hour | 85% | Medium priority–4 business hours | 90% |
| High priority–1 clock hour | 90% | High priority–3 clock hours | 90% |
| Critical priority–30 clock minutes | 95% | Critical priority–3 clock hours | 90% |
Customer Satisfaction Surveys and Reporting
All users/customers whose technical incidents are resolved by DTS staff will be given the opportunity to respond to an online survey regarding their level of satisfaction with the support received from DTS. Responding to the survey is voluntary.
Periodic reports will be created showing the level of customer satisfaction with resolution of incidents by specific support groups and the level of customer satisfaction by agency.
Customer Satisfaction Targets
Metric Description |
Target |
| Average level of satisfaction with resolution efforts |
> 4.5 on a scale of 0–5 |
| Percentage of respondents satisfied or better with service received | 93% of respondents satisfied |
