6 Service Reference Model
6.9 Support Services Domain
The Support Services Domain (Figure 6-9) defines the set of cross-functional capabilities that can be leveraged independent of Service Domain objective and/or mission.
| [1601] Security Management |
[1602] Collaboration | [1603] Search | [1604] Communication | [1605] Systems Management |
[1606] Forms Management |
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Figure 6‑9: Support Services Domain
6.9.1 [1601] Security Management
Capabilities within this Service Type protect an organisation's information and information systems.
| Service Component | Defines the set of capabilities that |
|---|---|
| 160101 Identification and Authentication |
Support obtaining information about those parties attempting to log on to a system or application for security purposes and the validation of those users |
| 160102 Access Control |
Support the management of permissions for logging onto a computer, application, service or network; includes user management and role/privilege management |
| 160103 Cryptography |
Support the use and management of ciphers, including encryption and decryption processes, to ensure confidentiality and integrity of data |
| 160104 Digital Signature Management |
Support the use and management of electronic signatures to support authentication and data integrity; includes Public Key Infrastructure (PKI) |
| 160105 Intrusion Prevention |
Include penetration testing and other measures to prevent unauthorised access to a government information system |
| 160106 Intrusion Detection |
Support the detection of unauthorised access to a government information system |
| 160107 Incident Response |
Provide active response and remediation to a security incident that has allowed unauthorised access to a government information system |
| 160108 Audit Trail Capture and Analysis |
Support the identification and monitoring of activities within an application, system, or network |
| 160109 Certification and Accreditation |
Support the certification and accreditation of Australian Government information systems |
| 160110 ISM Management and Reporting |
Support management and reporting of compliance with the Australian Government Information Security Manual (ISM: formerly ASCI 33) |
| 160111 Virus Protection |
Provide anti-virus service to prevent, detect and remediate infection of government computing assets |
6.9.2 [1602] Collaboration
Capabilities within this Service Type allow for the simultaneous communication and sharing of content, schedules, messages and ideas within an organisation.
| Service Component | Defines the set of capabilities that |
|---|---|
| 160201 |
Support the transmission of memos and messages over a network |
| 160202 Threaded Discussions |
Support the running log of remarks and opinions about a given topic or subject. Examples include: blogs, bulletin boards and twitter |
| 160203 Document Library |
Support the grouping and archiving of files and records on a server |
| 160204 Shared Calendaring |
Allow an entire team as well as individuals to view, add and modify each other's schedules, meetings and activities |
| 160205 Task Management |
Support a specific undertaking or function assigned to an employee |
| 160206 Social networking |
Support the ability to share content and build relationships. |
6.9.3 [1603] Search
Capabilities within this Service Type provide for the probing and lookup of specific data from a data source.
| Service Component | Defines the set of capabilities that |
|---|---|
| 160301 Query |
Support retrieval of records that satisfy specific query selection criteria |
| 160302 Precision/Recall Ranking |
Support selection and retrieval of records ranked to optimise precision against recall |
| 160303 Classification |
Support selection and retrieval of records organised by shared characteristics in content or context |
| 160304 Pattern Matching |
Support retrieval of records generated from a data source by imputing characteristics based on patterns in the content or context |
6.9.4 [1604] Communication
Capabilities within this Service Type transmit data, messages and information in multiple formats and protocols.
| Service Component | Defines the set of capabilities that |
|---|---|
| 160401 Real Time/Chat |
Support the conferencing capability between two or more users on a local area network or the Internet |
| 160402 Instant Messaging |
Support keyboard conferencing over a Local Area Network or the Internet between two or more people |
| 160403 Audio Conferencing |
Support audio communication sessions among people who are geographically dispersed |
| 160404 Video Conferencing |
Support video communication sessions among people who are geographically dispersed |
| 160405 Event/News Management |
Monitor servers, workstations and network devices for routine and non-routine events |
| 160406 Community Management |
Support the administration of online groups that share common interests |
| 160407 Computer/Telephony Integration |
Support the connectivity between server hardware, software and telecommunications equipment into a single logical system |
| 160408 Voice Communications |
Provide telephony or other voice communications |
6.9.5 [1605] Systems Management
Capabilities within this Service Type support the administration and upkeep of an organisation's technology assets, including the hardware, software, infrastructure, licences and service components that comprise those assets.
| Service Component | Defines the set of capabilities that |
|---|---|
| 160501 Licence Management |
Support the purchase, upgrade and tracking of legal usage contracts for system software and applications |
| 160502 Remote Systems Control |
Support the monitoring, administration and usage of applications and enterprise systems from locations outside of the immediate system environment |
| 160503 System Resource Monitoring |
Support the balance and allocation of memory, usage, disk space and performance on computers and their applications |
| 160504 Software Distribution |
Support the propagation, installation and upgrade of written computer programs, applications and service components |
| 160505 Issue Tracking |
Receive and track user-reported issues and problems in using IT systems, including help desk calls |
6.9.6 [1606] Forms Management
Capabilities within this Service Type support the creation, modification and usage of physical or electronic documents used to capture information within the business cycle.
| Service Component | Defines the set of capabilities that |
|---|---|
| 160601 Forms Creation |
Support the design and generation of electronic or physical forms and templates for use within the business cycle by an organisation and its stakeholders |
| 160602 Forms Modification |
Support the maintenance of electronic or physical forms, templates and their respective elements and fields |
Contact for information on this page: AGA@finance.gov.au