Xerox Remote Infrastructure Monitoring (XRIM)

Transcription

1 Xerox Remote Infrastructure Monitoring (XRIM) Service Description G-Cloud : Lot 3 : Software as a Service (SaaS) April 2014 Version 1.0

2 2014 Xerox Corporation. All rights reserved. Xerox and Xerox and Design are trademarks of Xerox Corporation in the United States and/or other countries. Other company trademarks are also acknowledged.

3 Contents Introduction... 5 Service Overview... 6 Xerox Remote Infrastructure Monitoring... 6 Service Definition... 7 Monitoring and Alert Response Services... 7 Infrastructure Monitoring... 7 Change Control Management... 8 Service Levels... 8 Training... 9 Trial Service Availability... 9 Pricing... 9 Minimum term On-boarding & Off-boarding Service Credits Ordering and Invoicing Account Management Service Quality Change Control Service Constraints Services out of Scope: Maintenance Windows Termination Terms Early Termination for Convenience Associated Services Service Delivery Management Provision of service performance reporting Service Review Meetings Service Operations 24x7x Incident Management Change Management Ordering and Invoicing Account Management Company Overview Company Details Contact Details Xerox Background... 18

4 Glossary... 21

5 Introduction Xerox IT Services Limited ( Xerox ) is a world market leader in information technology outsourcing (ITO) services and solutions, and in diversified business process outsourcing (BPO) to both commercial and public sector Consumers. With our Global Centre of Excellence (Tier 3) in Telford and network of Data Centres across the UK and Europe, Xerox ITO has 25 years of experience in streamlining IT operations, managing IT risk and aligning IT with business objectives. We recognise that trusting some of your most critical operational processes and information to a business partner is a high-stakes game, hence why we employ UK specialists, who have a deep understanding of UK regulations, business practices and working environments and who ensure we scope efficient solutions whilst driving our innovative technologies and delivering your business results. As a service based organisation, Xerox focuses on the provision of effective, efficient and economic service delivery which maximises new technologies and delivers best practice principles within an overall framework and corporate ethos of continuous improvement. To aid in the achievement of this goal, we have attained formal certification to international standards. These include: ISO 9001:2008 Quality Management System ISO/IEC 27001:2005 Information Security Management ISO/IEC :2011 IT Service Management ISO 14001:2004 Environmental Management PCI-DSS Compliant Hosting Provider Xerox undertakes independent assessments to provide an annual Service Organisation Control (SOC 1) report to SSAE 16 / ISAE 3402.

6 Service Overview Xerox Remote Infrastructure Monitoring At Xerox, we re specialists in service management from monitoring to administration, capacity planning, tuning and design. We can create, maintain, monitor and optimise your IT environment. Sometimes, opting for a fully hosted, outsourced service for your IT infrastructure just isn t an option. Your data centres may still be fully operational after a significant investment and have spare capacity. Your assets may still be viable. What may be lacking are the technical and operational monitoring skills. You ll also avoid the headaches of day-to-day IT operations monitoring, while still retaining control of your IT assets. Remote Infrastructure Monitoring can include one or more of the following components: Security Desktop Asset Management Disaster Recovery Servers Storage Applications Databases Networks Servers Printer Services Applications Network devices Private and public clouds WAN LAN The Xerox Monitoring platform provides scalable, resilient and reliable monitoring capabilities. The Xerox Monitoring platform is built on a unified architecture enables live monitoring and management including but not limited to the following infrastructure: This unified architecture allows for extremely efficient monitoring capabilities, via a SaaS offering. Xerox provides end-to-end performance and availability monitoring and delivers an unrivalled combination of deep monitoring metrics, extensive infrastructure coverage, sophisticated reporting and ease of use. Remote Infrastructure Monitoring is for you if: You want to retain previous investments You lack internal technical or operational monitoring skills You need to increase availability awareness Your highly skilled IT personnel are tied up with recurring monitoring tasks

7 Key Benefits Defined, measureable service levels to assure consistent performance Known IT management costs with fixed-price contracts and lower total cost of ownership (TCO) Improved cost control Release of skilled technical personnel from routine, time-consuming tasks Maximise return from IT investment and improved efficiency of systems operations Security, resilience, availability and consistency Adherence to legislation and industry standards Deploy applications without worrying about the IT infrastructure or skill sets to manage them Obtain the benefit of monitoring, smart IT management tools and reporting using economies of scale Our Quality Management System (QMS), an industry-leading approach to delivering IT best practices Best-in-class security practices, technology and protocol Increased savings, service and security Service Definition Monitoring and Alert Response Services Xerox has strong experience of implementing and using operations automation tools. Xerox employs its strategic systems monitoring toolsets, which provide full service and system monitoring of Consumer solutions. Alerts generated are automatically logged at the SOC, where the SOC specialists respond according to documented procedures for each type of alert. Automation provides increased service quality by reducing the possibility of human error. Through continuous review of its service delivery Xerox identifies new areas that can benefit from automation. The Xerox solution provides visibility in order to proactively monitor and manage performance and availability across even the most complex environments. Our solution provides a flexible, modular, and scalable architecture that allows Xerox to build new IT monitoring capabilities as your infrastructure and business evolves. This unique combination of visibility and extensibility makes Xerox services a solution that can address both current and future monitoring requirements. Infrastructure Monitoring Xerox will monitor agreed devices on a 24x7 basis, with defined thresholds and alerting procedures which typically would be to contact Consumer IT teams to alert them of the incident. Once the ticket has been handed to the Consumer, the ticket is closed with Xerox.

8 Vendor management will be agreed as part of on-boarding and enables the Consumer to benefit from Xerox automated monitoring capabilities and have Xerox receipt in the alert, validate and log an incident with the appropriate 3 rd party on behalf of the Consumer and manage through to resolution. The Consumer will take responsibility for day-to-day management of the devices and environment and Xerox will provide monitoring, possibly performance information and reporting services only. All environmental, physical and security considerations are the responsibility of the Consumer. Change Control Management Xerox knows how circumstances change and the ability to adapt our service to deliver the same professional service with the minimum of fuss when change happens is one of our key strengths. We have years of experience invested in our change process to deliver this. Should changes be required from the addition or subtraction of services for example adding new servers or devices to monitor, to minor changes such as amending the alerting thresholds on performance, we provide a single point of contact for changes to be raised and after assessment, we will notify you of the risks and mitigation activity before requesting final approval so at all times you are in control of the service we deliver. The process is delivered as part of Xerox overall Service Delivery Management Framework as defined in this document. Service Levels Priority Level Response Time 1 Resolution Time 2 P1 Critical Within 30 minutes Within 4 hours P2 Major Within 1 hour Within 8 hours P3 Minor Within 4 hours Within 16 hours P4 Low Within 8 hours Within 40 hours Priority Level P1 Critical Description A significant loss of essential services causing, or likely to cause severe, sustained impact to critical business operations. No workaround is available. P2 Major P3 Minor P4 Low A significant loss of essential services causing, or likely to cause severe, short term or significant sustained impact to critical business operations. No workaround is available. A significant loss of essential services causing, or likely to cause severe, short term or significant sustained impact to critical business operations. A workaround is available. A loss of non-essential services causing, or likely to cause moderate impact to critical business operations. No workaround is available. System degraded and having a minimal impact on business performance

9 1 Response Time is defined as the period elapsed from the time of an alert being generated or incident identified until the time Consumer is notified by Xerox that work has commenced on the problem 2 Resolution Time is defined as the elapsed time (during Service hours) between the time an incident is first logged by Xerox to the time it is resolved or an effective work-around established, for incidents resolved directly by Xerox only. Incidents escalated to Consumer or third party support providers or delayed by events outside the control of Xerox are excluded from the Resolution Time targets above. Configuration Management Once Xerox has carried out a thorough audit of the Consumer s infrastructure the SOC is responsible for maintaining a record of the configuration of the in-scope devices. Training As part of the on-boarding process, Xerox will agree with the Consumer the type and quantity of training required to effectively introduce this service into the specific environment of the Consumer. Included in the cost of this service is the creation of a Consumer handbook to describe how each organisation interfaces with each other s respective processes. It also sets out the criteria for entry into and exit out of each process. This document is an operational document and will change as the environment changes. It will be owned by Xerox but subject to agreement between both parties. Should further training be desired by the Consumer, Xerox will offer this optional service at additional cost. Trial Service Availability There is no option to consume this service for a trial period. Pricing Device / Server Type Charging Criteria Near-Shore On-Shore Networking per Device per Month Servers (Microsoft) per Server per Month Servers (Linux) per Server per Month Servers (UNIX) per Server per Month Storage per Device per Month

10 Minimum term 13 Months On-boarding & Off-boarding In all cases Xerox will undertake an initial investigation to ascertain the required platform and resource allocations. Following this investigation, Xerox will define the necessary tasks, to effect either on-boarding or off-boarding as appropriate, along with any associated charges. Service Credits 1. Should Xerox fail to meet the SLA for a particular service, the service credit mechanism below should apply subject to point Xerox shall provide a rebate of 1% of the monthly charge for this service, which is applicable over the report period for every 1% below the SLA target to a maximum of 5% rebate. The applicable service credit shall be deducted from the next invoice due to the Consumer. 3. Payment by Xerox of service credits to the Consumer shall be in full and final settlement of Xerox liability to the Consumer for failure to meet the service levels during the reporting period. 4. Where it is determined that Xerox is not responsible for the cause of the breach in availability performance, service credits will not be applied. Ordering and Invoicing Account Management As part of the G Cloud service, Xerox will provide an Account Manager (AM), who will be responsible for the overall relationship between Consumer and Xerox. The AM will be responsible for the development of the Consumer account, including commercial engagement, growth, innovation and Consumer satisfaction. Xerox AM will work closely with Consumer s nominated Consumer Manager to understand Consumer s business, any specific requirements and priorities, and tailor solutions to meet those needs. Xerox may also elect to provide a Service Delivery Manager (SDM) who will ensure that all contractual commitments are delivered against and that Consumer s overall service expectation is met or is exceeded.

11 Service Quality Xerox will deliver and manage the in-scope services in alignment with ITIL v3 processes. Xerox will work with Consumer, its third parties and Xerox third parties to provide resolution of all Consumer incidents which impact the in-scope services. Xerox internal processes ensure appropriate escalation and communication as needed in order to effect a successful resolution. Xerox will undertake, or assist Consumer with, the specification, procurement, installation and ongoing management (if applicable) of all Consumer s ICT infrastructure, systems, software and applications. For general hardware or software procurement Xerox Account Manager (AM) will work with the sales support function to liaise with its suppliers and obtain best pricing and availability. For more complex solutions, that require an element of Professional Services, the Account Manager (AM) will engage with the Project Management Office (PMO). For these more specific solution based requests the AM will be responsible for ensuring Xerox understands the needs, challenges and aspirations of Consumer. Once this information is gathered and shared between the various Xerox Subject Matter Experts (SMEs), a response will be generated and a proposal produced. The proposal will define the scope of the solution, provide costs for the associated elements and also highlight any risks, assumptions or Consumer responsibilities. Change Control Xerox has a rigorous Change Control Policy, which is aligned to ITIL v3 as follows: It is Xerox policy to implement all infrastructure changes in a controlled manner that minimises any adverse impact to business processes and to Consumers. The change management process shall include an assessment of the impact of any change on availability and service continuity plans. All changes, including emergency changes, must be authorised by appropriate parties. No changes will be undertaken without authorisation from all parties. Should any change be discovered in the inscope environment, which has not been authorised by all parties, it will be deemed unauthorised and an Incident created to remediate. Review and sign-off by Consumer will be necessary for all changes categorised as requiring Consumer approval prior to implementation. Service Constraints Services out of Scope: Application Support Server Hosting Hardware maintenance (via 3rd Party maintenance organisations)

12 OS backup & restore/rebuild On-site resources (only at certain locations) Provision of network WAN links to enable monitoring and management services unless otherwise agreed Maintenance Windows During service transition, Xerox will work with Consumer to agree suitable windows for any scheduled maintenance. Termination Terms Early Termination for Convenience During the first 11 months of contract, early termination for convenience fees would be 13 months charges less expired term. Beyond 11 months 2 months charges would be levied. Please refer to Xerox published G-Cloud 5 Supplier Terms and Conditions on the Cloudstore. Associated Services The following related Xerox services are also available on the G-Cloud Cloudstore: Xerox Remote Network Managed Service Xerox Remote Infrastructure Management Service Xerox Professional Services & Programme Management Service Delivery Management A Service Owner is assigned to each Consumer. This role requires highly skilled individuals who understand the service and operations environment both from Xerox and the Consumer s perspective; they are experienced in ITIL and follow the ITIL framework. The service owner is responsible for ensuring that all the contractual commitments are delivered against and that the overall service expectation to the Consumer is exceeded wherever possible. Responsibilities include the following: Scope out any new service requirements Ensure that Xerox contracted services are delivered professionally and on time Develop plans to continually enhance and improve the quality of service delivered to the Consumer Manage the performance of any partners, vendors or alliances engaged to deliver elements of the service

13 Provision of service performance reporting The service owner is accountable to the Head of Service Delivery and the Account Team and chairs the regular service reviews meetings that take place between Xerox and the Consumer. The service owner also acts as a delivery escalation point for all aspects of our services being delivered. Service Review Meetings These meetings are typically held quarterly, are coordinated and chaired by the assigned service owner and include both commercial and technical representatives of the Consumer and Xerox. The agenda incorporates not only a review of performance against SLA s but also provides a forum for further discussion including the following: Review of contracted services and devices Review of specific incidents Review of Xerox commercial and/or technical recommendations Review of the Consumer scheduled activities that may impact the service Third party supplier procedures, activities and issues Review of forthcoming planned changes Review of escalation procedures and key personnel Review of relevant security vulnerabilities, their impact and required action Service Operations 24x7x365 Xerox Service Desk will operate on a 24 x 7 basis and provide first and second line support based in Telford, UK. Working within an ITIL v3 framework, the Service Desk will act as the single point of contact for all Incidents and Service Requests, logged by the Consumer. Xerox will provide a number of access methods to the Service Desk for the Consumer including a dedicated phone number and address, both of which will support automatic recording of an Incident or Service Request. Xerox will deploy its toolset enabling the capture and management of hardware and software inventory data across the Consumer estate. The available output/reporting from this toolset will provide information regarding the procurement of all devices and applications related to the in-scope services and this information will be shared with Consumer. The history of each Incident will be recorded in a centralised Service Management Toolset and will allow the team to manage and track the progress of all records against agreed SLAs. Incident Management All Xerox Service Management teams undertake Incident Management for all elements of the managed service. This includes incident detection and recording, classification of incidents, investigation and diagnosis, incident communication and closure. Xerox goal is to maintain service

14 operations with minimum disruption to the Consumer business, thus ensuring the best levels of service and availability. Key elements of the service include: Event Detection, Recording & Classification Monitoring tools are used to identify the fault that has occurred and target a response to implement corrective action. All Incidents are raised and managed through the Service Management System ensuring that all incidents are monitored and if required, escalated to appropriate parties through to resolution. Investigation & Diagnosis First line response is a technical service with technical consultants performing the initial triage of the incident. Incidents are passed to a resolver group if required; Service Desk coordinators are employed to ensure that incidents are managed within their Service Levels and that escalation occurs should an incident be in danger of breaching these agreements; Reporting & Status Updates Service Reports Resolution & Recovery The SOC team will work with Xerox technical resolver groups and third parties where required to identify not just a temporary workaround to resolve the logged incident, but via problem management, to define the root cause to prevent recurrence of the incident. For P1 and P2 events Xerox will inform the Consumer during the incident lifecycle of the status of the incident and what the next course of action is. Where appropriate, system recovery will be performed to ensure that systems are brought back on line to a fully operational state. The 1st line support team comprises a number of Tier 1 Support Analysts. This team has skills across multiple technologies; they will resolve basic incidents and requests, log and manage calls with 3rd parties or internal referral teams and collate the relevant information to process complex or simple service requests. If the interaction requires a more skilled analyst the 1st Line team will pass the ticket to the 2nd Line support team. Xerox will deliver access to its 2nd Line support team to investigate and resolve Incidents or Service Requests, raised by the Consumer, that are not readily resolved by the 1st Line support team. For complex Incidents or Service Requests that cannot be resolved by either the 1st or 2nd Line support teams, Xerox will deliver access to its 3rd Line support team. In the event that Consumer has contracted with a party other than Xerox for a particular element of 3rd Line support, Xerox will orchestrate the end-to-end Incident or Service Request fulfilment process in collaboration with the identified 3rd party.

15 In the event that such a 3rd party is failing to deliver the contracted service and / or to meet the user satisfaction standards, Xerox will report this to the Consumer as soon as Xerox is aware and include such events in the ongoing service reports for review at the service meetings. Where possible Xerox will collaborate with the Consumer and the third party to address any shortcomings in the service delivered by the 3rd party and include such activities as part of the Xerox managed Continual Service Improvement Programme (CSIP). Incident Closure All incidents are closed with details of the resolution required to address the root cause. Change Management Xerox will: Provide the Consumer with a minimum of 48 hours notice for normal change requests. Comply with operational change management procedures and controls approved by the Consumer. Assess and document the potential impact of each change (raised by the Consumer or the Supplier). Prepare a change action plan detailing the steps to be taken to implement the change and identifying any risks which need to be managed, with the change action plan to be subject to Consumer approval. Prepare a change backout plan for each change initiated by the Supplier. Review Consumer change backout plans for changes initiated by the Consumer. Coordinate change development and implementation schedules with the Consumer. Confirm Consumer approval for each change, prior to development and deployment. Advise the Consumer about consolidating related changes to reduce risks, time and cost. Confirm the execution of the change action plan and completion of any necessary Consumer acceptance testing within a suitable test environment prior to execution in Consumer production environments. Install the change into the appropriate Consumer production environment. Complete appropriate health-checks on the target environment after implementation of each change. Update design, architecture, operational, disaster recovery, training and planning documentation with the details of changes performed. Execute the change backout plan approved by the Consumer, as and when required. Provide installation, configuration and patching services as approved by the Consumer, to maintain the infrastructure and operating environments provided as part of the service. Ordering and Invoicing Account Management As part of the G Cloud service, Xerox will provide an Account Manager (AM), who will be responsible for the overall relationship between the Consumer and Xerox. The AM will be responsible for the

16 development of the Consumer account, including commercial engagement, growth, innovation and Consumer satisfaction. Xerox AM will work closely with the Consumer s nominated Consumer Manager to understand the Consumer s business, any specific requirements and priorities, and tailor solutions to meet those needs. To raise an order with Xerox, the Consumer will be required to liaise with their respective account manager who will process the order through the Xerox purchasing process. Please refer to our supplier Terms & Conditions for detailed invoicing information.

17 Company Overview Company Details Company Name: Xerox IT Services Limited VAT Registration Number: Address: Hortonwood 37 Telford Shropshire TF1 7GT United Kingdom Main Telephone Number: +44 (0) Website: Contact Details Primary Contact Name: UK ITO Bid Management Team Telephone: +44 (0)

18 Xerox Background More than 140,000 people serving Consumers in 160 countries, and generating over $22 billion in annual revenue, Xerox are the world s leading provider of information technology services and business process solutions. Xerox acquired Affiliated Computer Services in 2010, an industry leader in business process and IT outsourcing this division is now called Xerox IT Outsourcing and Xerox IT Services in Europe. Figure 1 shows a summary of our IT experience. Figure 1: Featured Expertise in Xerox IT Services Xerox IT Services in Europe has over 25 years experience in delivering managed, hosted and professional IT services to businesses in all sectors from health to government. We have first class data centre facilities in a number of locations throughout the UK and Germany, providing a robust and highly resilient infrastructure to deliver consistent and reliable services to our local, international and global Consumers on a 24x7 basis. We specialise in designing, developing and delivering effective IT solutions that minimise the chance of disruption to our Consumers daily operations. We offer a full portfolio of IT services and solutions which we tailor to meet our Consumers individual requirements. We simplify this into Seven Signature Programmes: 1. Data Centre Services 2. End User Workplace Services 3. Service Desk 4. Remote Infrastructure Management 5. Unified Communications 6. Managed Print Services 7. Cloud Services In the UK, Xerox IT Services headquarters are in Telford, Shropshire with over 200 employees and an annual turnover of 40 million. As shown in Figure 2 there are 7 data centres in the UK and the locations are strategically planned in terms of access, communications, power and security, and expandable real estate. We have offices in Telford, London and Altrincham. Our primary data centre site is Telford. Our site in Newport (Shropshire) is our Business Continuity

19 Centre providing not only data centre space but also a dedicated, secure office suite. We also have data centres in London, Altrincham and Dublin. This network of facilities provides full business continuity and resilience without recourse to a 3rd party. All our services are primarily delivered from Telford with business continuity and disaster recovery provided from the other sites. We can also provide mainframe support delivered from our location in Ireland. Figure 2: Xerox IT Services UK offices and data centre locations We bring IT services to the marketplace by teaming with best-of-breed technology partners, including: Cisco Citrix EMC IBM Lenovo Microsoft NetApp VMware

20 For 75 years Xerox has been creating business solutions and is dedicated to innovation, service and giving our Consumers the freedom to focus on what matters most: their business. Our core values are at the heart of what we do since our inception, we have operated under the guidance of six core values and they are our very reason for being, without them, success by any measure would be impossible: Succeed through satisfied Consumers Deliver quality and excellence in all we do Require premium return on assets Use technology to develop market leadership Value our employees Behave responsibly as a corporate citizen

21 Glossary Account Manager (AM) Service Provider s commercial and strategic manager of the Consumer account and a point of service escalation. Actions Issues & Decisions Tracker (AID) Tracker Actions Issues & Decisions Tracker contained within the Service Providers Project Portal. Balanced Scorecards (C- SATS) A performance management tool used by the Service Provider to keep track of activities of the Service Provider that will provide a measure as to how the service meets the Consumer s expectations. Change Control Change Control is a formal process used to ensure that changes are introduced in a controlled and coordinated manner. Committed Data Rate (CDR) Committed Data Rate, a term used to describe the data transfer rate that an Internet Service Provider guarantees. Communications Management Plan (CMP) The Communications Management Plan defines the schedule for status reporting and other communication methods such as meetings and informal communications during the Project Continual Service Improvement Process (CSIP) A document that provides the necessary steps and details for the procedures by which the appropriate personnel can monitor and determine the effectiveness of each of the services provided to Consumer. Continual Service Improvement Plan A working document created by the Service Provider that allows the Consumer and the Service Provider to reference trends and agreed actions. Detailed Transition Plan (DTP) Created by the Service Provider to address the scope, boundaries and the programme level approach for service transition, network and Data Centre migrations, network / data centre migration testing and additionally, key programme milestones. Infrastructure as a Service (IaaS) Shared / Cloud infrastructure, owned by the Service Provider, providing compute and storage as a service. The Information Technology Infrastructure Library (ITILv3) The Information Technology Infrastructure Library provides a framework of Best Practice guidance for IT

22 Service Management. Licence Mobility A Microsoft term that enables the Consumer to deploy certain licences on-premises or in the cloud. Microsoft Services Provider License Agreement (SPLA) A Microsoft Services Provider License Agreement (SPLA) will be used by the Service Provider to offer hosted software and services to the Consumer on a usage basis. Microsoft Volume Licensing Agreement A term used by Microsoft to describe a program for organisations that need multiple Microsoft licences but do not need multiple copies of media or documentation. Project Management Body of Knowledge (PMBOK) Project Management Body of Knowledge Guide is a set of standard terminology and guidelines for Project Management. Project Management Institute (PMI) PMI's standards for project, program and portfolio management is a widely recognised global standard for project management in business and government. Project Portal The Service Provider s comprehensive program tracking tool (a MS Excel Workbook referred to as the Portal ) will be utilised to manage and control the Communications Plan for the program. Quality Management Plan (QMP) The Quality Management Plan defines the overall objectives, strategy, and process for ensuring required levels of quality and integrity are maintained. Risk Management Plan Tracker (RMPT) Also known as Risk Register a register of all project risks used for monitoring and tracking. Risk Plan Plan that captures an assessment of each project risk, identifies mitigation actions, containment plans and responsibilities Service Delivery Manager (SDM) The Service Delivery Manager is the main point of dayday contact for Consumer and will ensure that all contractual commitments are delivered against and that Consumer s overall service expectation is met or is exceeded. Service Management Manual The Service Provider will create a manual that articulates in-scope services and the processes involved in service delivery.

23 Service Provider Bidder who supplies the services contracted to Consumer. In this document, Service Provider means Xerox. Service Provider Laws Laws, legal decisions and issues relating to Service Providers Solution Architect An experienced technical resource with knowledge and skills that is both broad and deep across multiple hardware and software environments. Service Operations Centre (SOC) Xerox 24x7x365 service desk and operations centre Account Manager (AM) Service Provider s commercial and strategic manager of the Consumer account and a point of service escalation. Actions Issues & Decisions Tracker (AID) Tracker Actions Issues & Decisions Tracker contained within the Service Providers Project Portal. Balanced Scorecards (C- SATS) A performance management tool used by the Service Provider to keep track of activities of the Service Provider that will provide a measure as to how the service meets Consumer s expectations. Change Control Change Control is a formal process used to ensure that changes are introduced in a controlled and coordinated manner. Committed Data Rate (CDR) Committed Data Rate, a term used to describe the data transfer rate that an Internet Service Provider guarantees. Communications Management Plan (CMP) The Communications Management Plan defines the schedule for status reporting and other communication methods such as meetings and informal communications during the Project Continual Service Improvement Process (CSIP) A document that provides the necessary steps and details for the procedures by which the appropriate personnel can monitor and determine the effectiveness of each of the services provided to Consumer. Continual Service Improvement Plan A working document created by the Service Provider that allows Consumer and the Service Provider to reference trends and agreed actions.

24 Detailed Transition Plan (DTP) Created by the Service Provider to address the scope, boundaries and the programme level approach for service transition, network and Data Centre migrations, network / data centre migration testing and additionally, key programme milestones. Infrastructure as a Service (IaaS) Shared / Cloud infrastructure, owned by the Service Provider, providing compute and storage as a service. The Information Technology Infrastructure Library (ITILv3) The Information Technology Infrastructure Library provides a framework of Best Practice guidance for IT Service Management. Licence Mobility A Microsoft term that enables Consumer to deploy certain licences on-premises or in the cloud. Microsoft Services Provider License Agreement (SPLA) A Microsoft Services Provider License Agreement (SPLA) will be used by the Service Provider to offer hosted software and services to Consumer on a usage basis. Microsoft Volume Licensing Agreement A term used by Microsoft to describe a program for organisations that need multiple Microsoft licences but do not need multiple copies of media or documentation. Project Management Body of Knowledge (PMBOK) Project Management Body of Knowledge Guide is a set of standard terminology and guidelines for Project Management. Project Management Institute (PMI) PMI's standards for project, program and portfolio management is a widely recognised global standard for project management in business and government. Project Portal The Service Provider s comprehensive program tracking tool (a MS Excel Workbook referred to as the Portal ) will be utilised to manage and control the Communications Plan for the program. Quality Management Plan (QMP) The Quality Management Plan defines the overall objectives, strategy, and process for ensuring required levels of quality and integrity are maintained. Risk Management Plan Tracker (RMPT) Also known as Risk Register a register of all project risks used for monitoring and tracking. Risk Plan Plan that captures an assessment of each project risk, identifies mitigation actions, containment plans and

25 responsibilities Service Delivery Manager (SDM) The Service Delivery Manager is the main point of dayday contact for Consumer and will ensure that all contractual commitments are delivered against and that Consumer s overall service expectation is met or is exceeded. Service Management Manual The Service Provider will create a manual that articulates in-scope services and the processes involved in service delivery. Service Provider Bidder who supplies the services contracted to Consumer. In this document, Service Provider means Xerox. Service Provider Laws Laws, legal decisions and issues relating to Service Providers Solution Architect An experienced technical resource with knowledge and skills that is both broad and deep across multiple hardware and software environments. Service Operations Centre (SOC) Xerox 24x7x365 service desk and operations centre