API Services

Fulfillment: Due to the variable nature of this request item, fulfillment time will differ on a case-to-case basis. SLE will be communicated following the finalization of customer requirements.

Important Notes

• EOTSS work effort is typically approximately 4 weeks depending on the complexity of the request.

Fulfillment may be dependent upon:

1. Customer and their business partner readiness and availability.
2.  Firewalls (creation/modification).
3. Security groups (creation/modification).
4. Environment configuration to be implemented on customer’s side and/or customer’s business partner’s side.
5. API Service configuration by EOTSS API Services Team.

Related Services

• Firewalls
• AWS Security Groups
• Azure Security Groups

Customer

• Responsible for adhering to the EOTSS Standard Rules of Engagement.
• Sharing complete requirements will ensure that accurate SLEs are provided and met.
• Responsible for completing and submitting the following to EOTSS during the intake and discovery process which are outside of ServiceNow:
  • EOTSS API Services Intake Form
  • EOTSS API Services Discovery Tool
• Responsible for managing and coordinating testing/QA/go-live activities with business partner(s) and providing EOTSS with any required feedback.
• Responsible for submitting all appropriate requests for any other related service(s).
• Responsible for providing production go-live sign-off to EOTSS prior to scheduling go-live activities.
• Responsible for ensuring all participants are available to collaborate effectively with EOTSS.
• Responsible for establishing and testing connectivity to impacted environments.
• Responsible for managing the project based on customer’s project plan and timeline.

EOTSS

• Responsible for coordinating discovery meeting(s) with the customer.
• Responsible for providing the following to the customer and processing once completed/submitted:
  • EOTSS API Services Intake Form
  • EOTSS API Services Discovery Tool
• When applicable, responsible for providing guidance to customers on additional request submission based on discovery discussions.
• When the EOTSS API Services Intake Form is signed off and the EOTSS API Services Discovery Tool is completed, EOTSS will determine the appropriate SLE for the request and communicate to the customer.
• Responsible for participating in testing/QA/go-live activities with the customer and collecting/processing any feedback provided.
• Responsible for scheduling the go-live activities with the customer.
• Responsible for ensuring that the API Services align with customer’s requirements.