G-CLOUD 7 - VIRTUAL ASSET MANAGER (VAM) SPECIALIST CLOUD SERVICES (SCS)

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1 G-CLOUD 7 - VIRTUAL ASSET MANAGER (VAM) SPECIALIST CLOUD SERVICES (SCS) Service Definition 6th October 2015

2 TABLE OF CONTENTS VIRTUAL ASSET MANAGER (VAM) SPECIALIST CLOUD SERVICES (SCS) 3 SERVICE SUMMARY 3 TOP FEATURES 3 BUSINESS BENEFITS 3 SERVICE OVERVIEW 4 SERVICE MANAGEMENT DETAILS 6 SERVICE CONSTRAINTS 6 TRAINING 6 ON-BOARDING AND OFF-BOARDING PROCESSES/SCOPE 6 INFORMATION ASSURANCE IMPACT LEVEL (IL) 6 ORDERING AND INVOICING PROCESS 7 DETAILS OF THE LEVEL OF BACKUP/RESTORE AND DISASTER RECOVERY PROVIDED 7 DISCLAIMER 8 G-Cloud 7 - VIRTUAL ASSET MANAGER (VAM) SPECIALIST CLOUD SERVICES (SCS) Page 2

3 VIRTUAL ASSET MANAGER (VAM) SPECIALIST CLOUD SERVICE SUMMARY SERVICES (SCS) Trustmarque s Virtual Asset Management (VAM) Service is designed to help customers manage their software estates more efficiently, saving money whilst also mitigating risk. As the Public Sector transitions towards consumption of ICT from the cloud, traditional software assets will still need to be managed as Digital assets, making Trustmarque s VAM service even more relevant in maintaining software assets. TOP FEATURES Skills transfer Licence upload and configuration Entitlement Management Asset Lifecycle Management BUSINESS BENEFITS Have access to experienced SAM consultants to augment/improve the team Achieve significant cost reduction Improve control of software assets Reduce risk through improved visibility of the software estate Ensure minimal impact on existing resource and infrastructure G-Cloud 7 - VIRTUAL ASSET MANAGER (VAM) SPECIALIST CLOUD SERVICES (SCS) Page 3

4 SERVICE OVERVIEW Trustmarque s Virtual Asset Management (VAM) Service is designed to help customers manage their software estates more efficiently, saving money whilst also mitigating risk. As the Public Sector transitions towards consumption of ICT from the cloud, traditional software assets will still need to be managed as Digital assets, making Trustmarque s VAM service even more relevant in maintaining software assets. WITH THE VIRTUAL ASSET MANAGER SERVICE Have access to experienced SAM consultants to augment and improve the existing team Achieve significant cost reduction Improve control of software assets Reduce risk through improved visibility of the software estate Ensure minimal impact on existing resource and infrastructure Trustmarque s Virtual Asset Manager Service is a comprehensive solution to meet an organisation s software asset management needs, whether the software is deployed, in the cloud, on-premise or in a hybrid model. Working as an extension of the existing team, the Virtual Asset Manager Service ensures that the organisation benefits from Trustmarque s specialist experience, knowledge and tools to facilitate successful and cost-effective software asset management. The Virtual Asset Manager Service includes: Skills transfer Trustmarque s SAM tools specialists will train the team to maximise the data and reporting within the chosen SAM tool Licence upload and configuration Trustmarque s licensing specialists will import an organisation s licence entitlement to its tool with the advanced configuration functionality for areas such as datacentre and virtualisation licensing Entitlement Management Virtual Asset Manager will enter all licence purchases on a regular agreed schedule, to ensure that the licence position is maintained Asset Lifecycle Management Trustmarque s Virtual Asset Manager will manage the status of assets for an organisation. Aligned to retirement process, Trustmarque will archive devices with their WEEE certificates to ensure the opportunity to re-harvest licences is maximised, and to avoid unnecessary spend To support Virtual Asset Manager as part of an organisation s business as usual, Trustmarque will perform a Software Asset Management (SAM) Process Assessment. This assessment is based on a comprehensive review of the current IT Asset Management (ITAM) processes, including an evaluation of process maturity against the ISO standard for SAM, ISO From this data, a comprehensive recommendations document will be created, providing a detailed roadmap and action plan for improvement. As business and technology needs are subject to change over time, a crucial element of effective software asset management is to ensure that the strategy adopts a long-term approach. Trustmarque s Virtual Asset Manager uses accurate business intelligence to empower the organisation to make strategic procurement G-Cloud 7 - VIRTUAL ASSET MANAGER (VAM) SPECIALIST CLOUD SERVICES (SCS) Page 4

5 and software asset management decisions. For example, Management Reporting gives onsite service reviews to deliver regular insights into the compliance status, asset status and hardware asset information. These reviews will provide the organisation with Management Information (MI) to enable informed decision-making, such as identifying potential cost-saving and licence optimisation opportunities. An advanced, user-friendly dashboard will improve visibility of the software estate, presenting a clear view of the organisation s compliance status to mitigate risk across the organisation. In addition, as a cloudbased licence management solution with out-tasked administrative functions, Virtual Asset Manager Service will become an extension to the team with minimal impact on resource and infrastructure. VIRTUAL ASSET MANAGER SERVICE DELIVERABLES SAM Process Assessment Entitlement Management Asset Lifecycle Management Management reporting Skills transfer Licence upload and configuration. G-Cloud 7 - VIRTUAL ASSET MANAGER (VAM) SPECIALIST CLOUD SERVICES (SCS) Page 5

6 SERVICE MANAGEMENT DETAILS Trustmarque s service management principles are aligned to the ITIL v3 standard, extending from the design of the service, through transitional aspects, into operational delivery and focused on continuous improvement. Trustmarque ensures appropriate governance and reporting is in place to provide an effective and efficient service, with relevant stakeholders ensured visibility of the quality of the service being provided. When applicable, Trustmarque can implement the procedures, organisational structure, contracts and training required to enable cutover of service provision from customers current service providers, including the definition of the on-going service management structure together with establishing robust governance arrangements for that service provision. SERVICE CONSTRAINTS Typically, Trustmarque consulting engagements are conducted during the normal working week between 09:00 17:00. However, Trustmarque is happy to discuss engagements outside of normal working hours should these be required. TRAINING Full technical training is provided to the customer under Trustmarque s on-boarding process. If the customer has a problem with the service or a particular query they can additionally raise a support case which will be addressed by the Trustmarque support team. Trustmarque s consultants can provide specific training courses which give a good understanding of the business drivers, impacts, and implications of implementing, integrating, creating, or consuming services and applications which call upon a layer of abstraction, such as can be found when considering the use of Software as a Service (SaaS) / Cloud hosted services and applications, or using Virtualisation to manage servers and services within the Enterprise. ON-BOARDING AND OFF-BOARDING PROCESSES/SCOPE Trustmarque engineers can conduct installation of VAM either onsite, or remotely, dependent on the customer s requirements. Trustmarque can also provide (or arrange to provide) assistance with migration or off-boarding an existing cloud service. Further to this, Trustmarque can provide Q&A and training support for customers to ensure their technical staff and end users are suitably trained and empowered to manage and take advantage of their cloud services. This support is offered on a reasonable endeavours basis, within normal business hours. INFORMATION ASSURANCE IMPACT LEVEL (IL) Trustmarque s specialist Cloud consultants are approved to work up to IL4, with SC and even DV cleared staff available to consult on the most secure network environments. Service personnel are trained to, and work with, ITIL V3 processes. Dependent on the implementation environment, Defence Vetting Agency Security Cleared personnel may be requested to conduct on-site services. G-Cloud 7 - VIRTUAL ASSET MANAGER (VAM) SPECIALIST CLOUD SERVICES (SCS) Page 6

7 Where required our Virtual Asset Management servers can be deployed in to higher (accredited) Impact Level data centres however doing this would alter the cost for delivering the service. ORDERING AND INVOICING PROCESS The service is provided on a project or ad-hoc basis, typically defined by a mutually agreed Statement of Work. The customer is required to order and sign terms for a defined period as mutually agreed, with a defined invoice schedule. The customer may choose to be invoiced either fully in advance, annually, quarterly or monthly, dependent on the customers preference and by mutual agreement. An early payment discount may be agreed depending on the customers desired invoicing profile. Ordering through Trustmarque is a simple process. Every G-Cloud customer is allocated a primary named Client Account Manager, supported by a named secondary contact as a fall-back in the event of staff absence. Following detailed discussion of client requirements and advice on the most effective solution to meet the requirement, a quotation is provided, and the customer provides Trustmarque with a purchase order containing details of the solution being ordered, along with an official purchase order number. This order is checked by the account manager to ensure accuracy in line with the customer s decision to purchase, and that all information is present. The Account Manager then passes the order through to Trustmarque s Order Operations team, who are solely responsible for converting the purchase order into an electronic order through the CRM systems. The input of the order creates a new order within the purchasing team, and also sends details to the finance team so that the invoice can be created. This process is quality controlled and fully auditable so that Trustmarque can ensure total accuracy. DETAILS OF THE LEVEL OF BACKUP/RESTORE AND DISASTER RECOVERY PROVIDED The Virtual Asset Management Service is hosted in an ISO27001 accredited data centre on infrastructure that has backup/restore and disaster recovery service levels in place that are appropriate to the delivery of this service to customers. G-Cloud 7 - VIRTUAL ASSET MANAGER (VAM) SPECIALIST CLOUD SERVICES (SCS) Page 7

8 DISCLAIMER The copyright in this work is vested in Trustmarque Solutions and the information contained herein is confidential. This work (either in whole or in part) must not be modified, reproduced, disclosed or disseminated to others or used for purposes other than that for which it is supplied, without the prior written permission of the author. Pricing, specification and terms are correct at the time of writing. Pricing is valid until the end of the calendar month of publication unless otherwise stated. Whilst every effort is made to maintain current information, pricing, specification and terms are subject to change without notice. Trustmarque Solutions Ltd in Registered in England & Wales, Companies House Registered Number VAT GB Copyright of Trustmarque Solutions All rights reserved. G-Cloud 7 - VIRTUAL ASSET MANAGER (VAM) SPECIALIST CLOUD SERVICES (SCS) Page 8

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