Service Definition. SCISYS - Cherwell IT Service Management Software

Transcription

1 Service Definition SCISYS - Cherwell IT Service Management Software Provision of the Cherwell IT Service Management software and implementation services. SCISYS UK Limited, Methuen Park, Chippenham, Wiltshire, SN14 0GB, UK gcloud@scisys.co.uk +44 (0)

2 1. SERVICE DEFINITION SERVICE OVERVIEW INFORMATION ASSURANCE DETAILS OF THE LEVEL OF BACKUP/RESTORE AND DISASTER RECOVERY ON-BOARDING AND OFF-BOARDING PRICING SERVICE MANAGEMENT SERVICE CONSTRAINTS SERVICE LEVELS TRAINING ORDERING AND INVOICING PROCESS DATA RESTORATION / SERVICE MIGRATION; CONSUMER RESPONSIBILITIES; TECHNICAL REQUIREMENTS DETAILS OF ANY TRIAL/EVALUATION SERVICES AVAILABLE ABOUT SCISYS i

3 1. SERVICE DEFINITION 1.1 Service Overview Service Summary Cherwell Service Management Software Provision of Cherwell Service Management software facilitating management of the following PinkVERIFY ITIL v3 certified ITSM processes: Incident Management Problem Management Change Management Request Fulfilment Event Management Service Asset & Configuration Management (CMDB) Service Level Management/Service Level Agreement Service Catalogue Management Service Portfolio Management Release & Deployment Management Knowledge Management Implementation Services A number of packages are available to support the customer in the implementation of Cherwell Service Management, depending on the customer s process and configuration requirements. 1.2 Information Assurance This service is offered via the Internet at Impact Level 0 to hold and process information. Each instance of CSM software and its associated data will be located within its own partitioned environment. The UK based data centre has been designated Corporate Status according to the EU Code of Conduct for Data Centres. Certification is provided to quality management standards including ISO 27001:2005 for information security management, ISO 9001:2008 for quality management and ISO 14001:2004 for environmental management this provides Cherwell s customers with necessary assurance on the premium nature of the underlying infrastructure. The UK based data centre features N+1 redundant power systems, N+1 circuits and carriers for tier-1 network providers, and financial-grade physical security features including biometric access control, video surveillance and an armed 24x7 security force. Anti-virus protection will be provided. 1

4 Customers who require alternative sites for hosting the service may request this from Cherwell. Such requests may vary certain aspects of the service delivery, including pricing and Information Assurance. 1.3 Details of the level of backup/restore and disaster recovery Disaster Recovery Plan Backups Backups are made based upon the hosting model. All backups are encrypted to AES 256 standard both at rest and in transit. Backups are made directly to disk and then replicated offsite electronically to a geographically separate secure facility. Full backups are performed weekly and differentials hourly. Customers are always free to make their own backups of the application data using the built-in functionality in the Cherwell Administration tool. Recovery Point Objective (RPO) The standard hosting model is to the last daily backup. Cherwell uses full recovery mode for SQL and always attempts to restore data to the last saved transaction. Recovery Time Objective (RTO) For the standard hosting model Cherwell offer a 48 clock hour recovery time objective. For Enterprise hosting model it is 18 clock hours. High Level Plan A disaster is defined as any event that would cause Cherwell to breach the recovery time objectives. Once an event has been verified Cherwell immediately brings up customer servers and data in the backup datacentre. DNS records are changed to point to the new service location. Once the new services have been verified customers are notified that their services have been restored. After the outage has been resolved customers are failed back over to their datacentre of origin. This process is designed for minimal impact to the customer and communication to the customer takes place throughout the process. Business Continuity Plan The main goal of the business continuity plan is to provide a high level view of the measures taken to ensure the ability to provide on-going service to customers in the event of a disaster. Geographic Location The hosting location for Cherwell EMEA is in London, UK. 2

5 1.4 On-boarding and Off-boarding The on-boarding process includes: Acceptance of the Cherwell End User Subscription Agreement (EUSA) Signing of the Cherwell Order Confirmation Form Discussing and agreeing the appropriate implementation package with Cherwell. Implementation of Cherwell Service Management following the standard Implementation Project Life Cycle. The off-boarding process will commence on termination of the contract. Customer data can be exported if required, and the Cherwell system will then be decommissioned. Off boarding of test records, plans, results and all other test artefacts can be provided as part of the service. 1.5 Pricing The service is either on a subscription or perpetual licence basis with optional consultancy and training services. Subscription Pricing (3-Year Contract) Number of Concurrent Licenses Monthly Price per Licence Enterprise To be determined Two (2) instances free for 100+ seat users 5,195 per year for less than 100-seat users Up to three (3) accounts per customer VPN: 1,895 per year for less than 100-seat users CDI: 2,695 per year for Subscription Perpetual Licence 3

6 Number of Perpetual Licenses Price per Seat Annual Maintenance and Support Annual Fee Hosting , , , , , , , ,125 Enterprise To be determined To be determined To be determined CDI: 6,995/ 1,399 per year for M&S Additional server instance in Cherwell Datacentre: 5,195 An example product implementation project at an average cost of 14,100 involves: Day 1 - Project Kick Off/Core Integration with AD & corporate System Administration Training (4days at Cherwell Training Centre) Day 2 - Design Workshop Day 3 - Documented Statement of Work with Sign off Day 4 8 (5 days) - Configuration of: Service Catalogue SLA Incident Management Service Request Fulfilment (incorporating 2 x Specifics Screen and Associated Workflows/Business Processes) Configuration Management/CMDB (Standard OOTB + 1 new CI Type) Day 9 - Final Inspection/Data Preparations Day 10 - Go Live on-site Hand Hold/Floor Walk Please Note; The length of the implementation cycle and the number of days required will be assessed and agreed on an per project basis to fulfil the system specification requirements of each individual customer 1.6 Service management Management of the Cherwell Service Management software will be provided through the Cherwell Administrator client. Cherwell will provide a service desk function, contactable via phone, or self-service web portal, in order to provide 1 st line support of the Cherwell software and its configuration. Provision of Cherwell Service Management software facilitating management of the 4

7 following PinkVERIFY ITIL v3 certified ITSM processes: Incident Management Problem Management Change Management Request Fulfilment Event Management Service Asset & Configuration Management (CMDB) Service Level Management/Service Level Agreement Service Catalogue Management Service Portfolio Management Release & Deployment Management Knowledge Management In addition to the above out-of-the-box functionality, each current license includes the following; unlimited end user web portal access, technician browser, integration with mobile devices and smartphones, dynamic CMDB visualisation, dynamic dashboards and dashboard viewer, integration to Bomgar remote support, extensive report writer and license free report creation via the portal, a graphical workflow editor, mobile location services, bar code scanning, FOC testing, development and training servers, plus much, much more. While Cherwell Service Management contains this entire core key functionality out of-thebox, Cherwell s key differentiator is the fact that you can not only modify and configure this functionality, but you have an Application Development Platform (ADP) at your fingertips to build additional systems functionality as the needs and requirements of organisation changes, giving complete system flexibility and agility. Cherwell s Codeless Business Application Technology (CBAT) empowers organisations to develop other integrated service related applications such as; Facilities Management, HR, Password Resets, Bug Tracking, Purchasing and Inventory Control. Many other high-end enterprise-level applications have this capability. Cherwell is the only solution that enables customers to utilise such capability without ever writing a script (SQL, Java, PHP, etc.) or a line of bespoke code and without the use of programming level resources. Using Cherwell s MApp Store customers can download, upload and merge applications specifically written for the CBAT platform. The apps can be downloaded and merged, directly to a Cherwell Service Management installation. 1.7 Service constraints CSM Software Maintenance and Releases At Cherwell Software, listening to our customers is at the core of our corporate culture. Every department exists to help our customers get the most return on their investment in CSM. Even our development team does not operate in a vacuum. Unlike the traditional Waterfall approach that sometimes leaves customers waiting for years for an enhancement, the Cherwell Development team uses Agile Development to be able to quickly respond to the needs and requests of our customers. There are four different types of CSM releases. Most are available via our Auto-Deploy feature. Rather than requiring each user to manually install the Cherwell client application, you can click on the link provided to automatically get the product installed, including automatically configuring your connection to the server. In addition, when a new version of the product is 5

8 installed, users will automatically be notified, and the user will automatically be prompted to install the new version. All the releases detailed below are provided at no cost and only to Cherwell customers that have a current Maintenance and Support Agreement or current Subscription Agreement ( Supported Customers ). Cherwell Service Management Release Types are; New Major Version Releases (i.e. v3, v4, etc.) New Releases feature new functionality, improvements in quality and performance, as well as architectural enhancements. New Releases are signified by an increment in the major version number, represented by the digits to the immediate left of the first decimal in the version number (e.g. Cherwell Service Desk 3.0). Generally one new Major Release is released per year. Dot Releases (i.e. v3.x, v4.x, etc.) Dot Releases feature new functionality, improvements in quality and performance. They are typically significant changes that the Development team has opted to release before a New Release, often at the request of our customers. Dot Releases are signified by an increment in the minor version number, represented by the digits to the immediate right of the first decimal in the version number. Generally one or two Dot Releases a year are released. Maintenance/Patch Releases Maintenance Releases are incremental changes to a New or Dot Release, periodically made available to supported customers. They primarily address Problems or bugs with the software that have been reported by customers or uncovered through Cherwell s own findings. In some cases they may contain new improvements, but to a lesser degree than a New or Dot Release. Maintenance Releases are represented by the letter to the immediate right of the number after the decimal. Customisation Releases CSM provides the ability to customise all Business Objects. All customisation is retained in the database which makes upgrades a seamless process. Customisation levels are controlled via CSM s inbuilt security. Cherwell utilizes a SaaS 3.0 model which allows both On-Premise and Hosted Deployment, as well as hybrid deployment (On-Demand deployment and On-Premise pricing as well as On-Premise deployment and On-Demand pricing). The solution is portable between the options. Therefore, if you elect to deploy a hosted SaaS solution and your strategic business requirements change dictating a change of deployment model, customers are able to easily move to an On-Premises model without any business disruption or lose of data. Cherwell Software is unique in today's marketplace by enabling this capability. 1.8 Service Levels Data Availability The data centre is designed to give customers the highest availability possible: 6

9 Monitoring Backend servers provide full redundancy using MSSSQL mirroring and automatic failover via witness. Frontend/application servers have a warm spare that can be configured to replace the failed server with little impact. Redundant 10Gbit data connections to multiple carriers such as Level 3, AT&T, Mzima, and Abovenet ensuring that data connectivity will never be lost. Physical Environment redundancy is across all levels, with n+1 power and environmental systems Cherwell Software offers an uptime of 99.98% availability per month, except for excused outages. In addition to iland s monitoring, Cherwell staff uses multiple monitoring platforms to ensure that services are always available 24x7. Monitoring includes: CPU Utilization Memory Usage Disk IO Network Performance All of the Cherwell Services Database Connectivity Intrusion and Security related events Backup Jobs Datacentre Facility Cherwell s current data centre facilities are located in London, Denver and Sydney. Each datacentre is a SAS 70 Type II facility compliant with HIPPA, SOX, and Gramm-Leach-Bliley. Facility Security is maintained through multi-layer security with biometrics, card access and 24x7 security guards, the monitoring of mission critical systems, as well as surveillance and access control. Datacentre power is achieved through multiple, redundant power supplies including 25 double fed power distribution units, 3 1,500kw emergency generators and UPS system in an A-B-C line up. Network Operations Centre control is on-site for proactive maintenance and repairs, providing 24 7 remote hands and mechanical & electrical monitoring, including branch-circuit monitoring from certified technicians. Datacentre Connectivity is ensured with redundant 10Gbit data connections to multiple carriers such as; Level 3, AT&T, Mzima, and Abovenet. Environmental Controls include N+1 cooling systems, dual-interlock, dry-pipe pre-action fire suppression system, as well as twenty 20 ton CRAC s to provide cooling. Performance 7

10 Please see Cherwell sizing Guide below for server specifications with regards to performance. The following factors can affect performance: Customer s network performance Complexity of the network configuration SQL database Customer s database performance Whether CSM is on a shared or dedicated server If CSM is being run in a high availability environment or not Minimum System Requirements (Client) System Processor: System Memory: Operating System: Free Disk Space: Intel Core Duo or equivalent 1 GB (2 GB or more recommended) Microsoft Windows XP, Windows Vista, Windows 7 x86 or x64 editions, Windows 8 x86 or x64 Pro or Enterprise editions 250 MB Networking: Internet Access required for Online Documentation feature Browser: Internet Explorer 7-10, Mozilla Firefox 8.0+, Safari 5.0+, Google Chrome 18+ (required for Browser Applications) Other: Microsoft.NET 4.0 (Full version), 1024x768 or better screen resolution Minimum System Requirements (Server) System Processor: System Memory: Intel Core or equivalent 4 GB (6 GB or more recommended). Note that if you have SQL Server installed on the same server, more RAM is recommended. Operating System: Microsoft 2008 Server x64, 2008 R2, 2012 Free Disk Space: 300 MB Networking: Internet access required for online documentation feature Other: Microsoft.NET 4.0 (Full version) Browser Applications: IIS 7.0+ (required for Browser Applications ) 8

11 Database: Microsoft SQL Server 2005 SP4, Microsoft SQL Server 2008 SP2, Microsoft SQL Server 2012 (can be on a separate server) Note: Full-text indexing must be enabled. Note: Requires SQL Standard Edition, either a Processor License or a Server License with sufficient number of Client Access licenses. Please see Cherwell s SQL Policy. Scaling Recommendations Listed below are our recommendations for peak performance. It has been overbuilt, meaning that customers can get by with a much more scaled back version. Note: These are only recommendations and are very broad. Additional tuning might be required to get optimal performance. Application Server # of Licenses # of Processors Use Baseline 1 (2-GHz or higher) 2 (2-GHz or higher) 4 (2-GHz or higher) Amount Memory Amount Storage of of Use Baseline 4 GB 8 GB 16 GB Use Baseline 50 GB 50 GB 50 GB Database Server (Shared Server) Note: For more than ten (10) users, we recommend a dedicated SQL Server database. # of Licenses # of Processors Use Baseline 2 (2-GHz or higher) 4 (2-GHz or higher) 8 (2-GHz or higher) Amount Memory Amount Storage (OS) of of Use Baseline 4 GB 16 GB 32 GB Use Baseline 50 GB 50 GB 50 GB Amount of Storage (Logs) Use Baseline 10 GB 50 GB 50 GB 9

12 Amount of Storage (Data) Use Baseline 50 GB 100 GB 200 GB Considerations Scaling variables individually and collectively affect CSM s performance. Consider the following when calculating specs: Conclusion If the use of CSM includes numerous or large attachments, double the amount of storage. If the transaction count is especially high, increase memory and processors on both servers. If high volume reporting is being done, increase memory and processors on both servers. If historical/trend reporting for large periods of time is being done, increase memory and processors on both servers. On average, Cherwell recommends customers factoring 200 MB of storage per license, per year. Like much software in use today, there are many factors that come into play in determining the specifications for hosting CSM on a server. Cherwell always has been and is committed to continuing to fine tune CSM to enable it to run in a customer s environment at peak performance utilizing the least amount of resources. Financial recompense model for not meeting service levels Due to the amount of factors involved. SCISYS would discuss this on a case by case basis. 1.9 Training Cherwell Software offer both a public training schedule, or delivery of training at a designated customer location. The primary training course provided is 4 day Systems Administration course, which covers the following topics; Module 1: Using Cherwell Service Management Module 2: System Design Module 3: Systems Administration Module 4: Introduction to Web Applications Module 5: Basics of Report Writing In addition to the above training course, Cherwell can deliver bespoke end user training and more advanced technical training as and when required. 10

13 1.10 Ordering and invoicing process Sales orders are processed on receipt of a Purchase Order from the customer AND a Signed Order Confirmation Form (Cherwell UK- EMEA Signed order Confirmation). Subsequent orders are processed on receipt of a Purchase Order only from a quotation provided by the sales person. The invoice is dated as per PO and payment terms are 30 days from date of invoice unless special payment terms have been agreed in the sale. a. Termination terms: Please see supplied documents: (i.) By consumers (i.e. consumption); and (ii.) By the Supplier (removal of the G-Cloud Service); GCloud Cherwell EUSA and Hosting Addendum - EMEA Sep Data restoration / service migration; For migration to an alternative Cherwell instance, a backup can be made of all data and configuration settings to a single file. This can then be uploaded to the new installation. For migration to an alternative service management solution, all data can be exported to standard file types. Import of this data to the new solution is not included in the service Consumer responsibilities; SCISYS and Cherwell follow an 8 stage project implementation life cycle. Throughout this lifecycle process input will be required from the consumer, to ensure the maximum benefit is derived from the delivered solution. 1. Kick Off/Installation. The initial stage caters to the software s installation onto the customer s infrastructure. If the solution is SaaS/Cloud based, then this stage focuses on integration with the corporate and Active Directory. A project kick-off meeting confirms the scope of the implementation, introduces the project team, and defines the next steps. 2. Administrator Training. This course, which is critical for key customer project team members to attend, provides delegates with the core administrative concepts and skills to quickly configure Cherwell. It also confirms the baseline, out-of-the-box content which will be configured during implementation. 3. Design Workshop. The Design Workshop forms the software s configuration backbone against customer requirements. Our consultants will work with you to ensure processes are 11

14 understood and the blueprint of the configuration is documented within the Statement of Work and Implementation Log. 4. Statement of Work. The signed-off Statement of Work (SoW) forms the agreement between for the configuration of Cherwell software. It protects both parties and sets out expectations and timings for each business and functional requirement. 5. Configuration. This stage contains the bulk of work and is undertaken by resources on the project team (Cherwell, SCISYS and customer) that are capable of Cherwell configuration. The configuration is aligned with the SoW and the Implementation Log is completed, providing documented evidence of the tasks and configuration carried out against the business and functional requirements. 6. Testing. User Acceptance Testing is performed by the customer in line with use cases and test scenarios prepared by the customer. 7. Final Inspection. Final inspection permits the project team to finalise any data preparation, import of base records (e.g. customer contacts) and prepare the Cherwell system for golive. 8. Go Live. A hand-hold, go-live, floor walking resource often provides a means to immediately respond to users queries. This is an optional step in the implementation process Technical requirements In order to deploy and utilise the Cherwell Management Service suite public Internet Access is required. The following web browsers are supported in this service: MS Internet Explorer 7.0 or later Mozilla Firefox 2.0.x, 3.0.x Safari 2.0, 3.0 (Windows & Mac) Google Chrome Thin Client If using the installed Cherwell client the following minimum configuration is required: Intel or compatible Pentium 4 processor 2Gb Ram minimum 4Gb suggested, 500MB free disk space Microsoft.NET 2.0Microsoft Windows 2000/XP/Vista 1024 x 768 resolution or higher. The following mobile devices are supported: 12

15 iphone, ipod Touch, ipad Android based devices Blackberry Nokia OS The solution also integrates with Outlook 2007 or above client. Contact Cherwell for more information Details of any trial/evaluation services available. A free of charge sandbox environment of the Cherwell Service Management software is available upon request. As is a free of charge, on-request dedicated SaaS hosted evaluation system. System configuration and implementation consultancy services are available at a cost during an evaluation period. Please check our website for further information. 13

16 2. ABOUT SCISYS The SCISYS Group is a leading developer of IT services. We develop robust, real-world application solutions and provide consulting and supporting services in a broad spectrum of market sectors, including government, defence, utilities, transport, telecommunications, business services, charities, media and broadcast and space. SCISYS offer a full range of Cloud services through the G-Cloud Framework, for further details please see our Digital Marketplace entry or visit our website. Public sector customers include The Coal Authority, Transport for London, Met Office, Environment Agency, Office for National Statistics, Ministry of Defence and Armed Services, Forestry Commission, General Register Office, Dstl, BRDO, Defra, Sport England and NERC. The group has UK offices in, Bristol, Reading and Chippenham. For more information please visit our website: 14