Virtual Desktop Infrastructure Platform as a Service

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1 Virtual Desktop Infrastructure Platform as a Service creativity simplicity independence respect openness

2 contents 1 Overview Benefits of Virtual Desktop Infrastructure Service Definition Architecture Components Overview Product Service Features Functional Description Information Assurance Additional Service Options Variable VDI Size Alternative Operating Systems Additional Applications Application Integration Backup and Restore Services High Availability, Disaster Recovery and Business Continuity Data Services Security Services Service Management Service Monitoring Service Reporting Maintenance Windows Extended Support Services On-Boarding / Off-Boarding Processes On-Boarding Process Provisioning Off-Boarding Process Training Enhanced Service Migration Steria 2012 Page 2 of 32 Version 2.0

3 6 Specialist Cloud Services Integration Services Supplier Management and Service Aggregation Transition Services Service Desk Facilities Training Services Testing Services Business Continuity Security Consultancy Project / Programme Management Consultancy Services Steria On Command Roadmap Pricing Standard Configuration Pricing Additional Services Options Pricing Minimum Order Values Further Information Glossary Steria 2012 Page 3 of 32 Version 2.0

4 1 Overview Virtual Desktop Infrastructure is an Platform as a Service (PaaS) offering that provides customers with virtual desktop environments on a cloud infrastructure, providing a simple, centrally managed desktop environment without the traditional overheads of a PC or laptop estate. The customer can install applications on the platform as if it were a traditional desktop but, with Virtual Desktop Infrastructure, the end user can potentially access the service from any suitable device. Virtual Desktop Infrastructure provides on demand infrastructure services on a per-virtual desktop basis with services accessible via the Internet. The service is based around the cloud utility pricing model and customers only pay for the services they actually consume. Simplicity is a key component of the successful delivery of the platform to the customer and Steria will deliver services with minimal human interaction through simple provisioning and decommissioning services. Virtual Desktop Infrastructure offers the following core platform offerings: Microsoft Windows 7 Desktop Base operating system only Microsoft Windows 7 Desktop with Microsoft Office 2010 Standard Edition (Word, Excel, PowerPoint, Outlook, OneNote, Publisher) Customers can use Virtual Desktop Infrastructure as the foundation desktop platform to build desktop services for their end users or can ask Steria to build, implement and support a virtual desktop environment on their behalf. Customers can also elect to combine Virtual Desktop Infrastructure with other Steria offerings, including Service Desk on Command, to provide a full end to end service to their end users. Virtual Desktop Infrastructure is built on Steria s Infrastructure on Command offering and is the platform on which Steria s roadmap of desktop cloud offerings is based. Customers will be provided with Virtual Desktops (VDs) that can be accessed on any device able to utilise a Citrix receiver. Each customer s VDs will be securely separated from all other customers through a Virtual Private Data Centres (VPDC). Customers can manipulate their VDs as they see fit including installing applications and transferring data to the platform. Customers can buy Virtual Desktop Infrastructure to host their own applications or can take advantage of the other Steria Cloud offerings. A representation of the Virtual Desktop Infrastructure operating model is given in Figure 1 below. Steria 2012 Page 4 of 32 Version 2.0

5 Home Office VIP Mobile Traditional PC / Laptop Thin Client Tablet PC / IPad LAN / WIFI WAN / VPN End-user Workplace Secured Environment Virtualized Apps Corporate Data Web Apps Private Data Public Static BB / IPhone / Other 3G / 4G Managed Services Everywhere Every Device Every Time Everything Figure 1 - Virtual Desktop Infrastructure - the foundation for Desktop Cloud Offerings. 1.1 Benefits of Virtual Desktop Infrastructure The benefits of Virtual Desktop Infrastructure are summarised below: Benefit Managed Flexibility Responsive Low Risk Reliable Accessible Justification Customers can flex the number of desktops up or down as their needs change and leave Steria to worry about how to manage the environment. Pricing is based on the number of virtual desktops deployed so customers only pay for what they actually use Rapid provisioning gives responsiveness to customer needs as they arise no longer do users have to wait weeks for a new desktop No capital expenditure is required as the platform is provided on a pay as you go cloud basis by Steria. Customers know the price impact for increasing or decreasing the number of virtual machines Industry standard virtualisation components are used to ensure that Virtual Desktop Infrastructure is always available when needed Accessed over the internet and from any suitable device gives customers extensive freedom on their choices of deployment Steria 2012 Page 5 of 32 Version 2.0

6 Benefit Extendable Justification Steria has designed the service as the foundation for other Cloud services. Using reference architecture also enables future development of the service Steria 2012 Page 6 of 32 Version 2.0

7 2 Service Definition Virtual Desktop Infrastructure is a simple to use service that provides customers with easy to access, cost effective and flexible desktop services without having to manage a legacy estate. As standard, Virtual Desktop Infrastructure offers the following core platforms: Microsoft Windows 7 Desktop Base operating system only, allowing customers to install their choice of office tools including open source products Microsoft Windows 7 Desktop with Microsoft Office 2010 Standard Edition (Word, Excel, PowerPoint, Outlook, OneNote and Publisher) Steria elected to keep to these two simple standard offerings because the choice of other applications to sit on top of the virtual desktop environment is almost limitless, Rather than pre-install a suite of applications that a customer may not want to use or pay for, keeping the image clean and simple allows each customer to choose to install just the applications they need. Once one of the basic offerings has been selected, customers can install their own applications or can ask Steria to install them. Customers can also provide their own licences or can ask Steria to procure them on their behalf. Steria can also provide Additional Services Options, as described in Section 3 below to integrate Virtual Desktop Infrastructure with a customer s existing applications. Steria s Virtual Desktop Infrastructure service has been designed based on the following principles: Solution Component Selection Architecture Utilises commercial off the shelf (COTS) components Identify the products and components that provide the best fit to current and likely future requirements, minimising the degree of integration and customisation required Identify additional components that add the most value, with minimal integration, development, or cost implications Scalable, fully resilient architecture providing load-balancing and high performance and availability Agile approach enabling flexibility to meet customer demand as required. As can be seen from the target operating model for Steria Cloud Services shown in Figure 2 below, Virtual Desktop Infrastructure is built on Steria s Infrastructure on Command IaaS offering. Virtual Desktop Infrastructure is underpinned by Business Process Steria 2012 Page 7 of 32 Version 2.0

8 Management and an Enterprise Service Bus and has Security and Service Management & Reporting as wrap around services. Identity Management Virtual Desktop Infrastructure Service Management Security Policy Management F&A Environment Hardening HR Security Access Control Isolation Control Administration Environment Scanning Enterprise Service Bus Encryption Business Process Management Boundary Management Infrastructure on Command Figure 2 : Cloud Services Target Operating Model Virtual Desktop Infrastructure is built on top of Steria s Infrastructure on Command with security and service management wrap around services. Customers don t need to worry about any of these elements as Steria takes care of it all The technology underpinning Virtual Desktop Infrastructure is based upon industry standard components using reference architecture to keep the solution as simple as possible. Steria have been working with our 3 rd party partners to bring together a service that is based around security with flexibility. The solution can be summarised as follows: a high availability production environment high levels of flexibility for dynamic provisioning maintains the use of open standards, essential for the delivery of cloud services centred on industry standard security reference architecture Steria 2012 Page 8 of 32 Version 2.0

9 2.1 Architecture Components Overview The table below identifies the key service components with a brief description. Component Compute Platform Virtualisation Environment Storage Security Platform Provisioning Platform Management & Monitoring Compliance Management Platform Description The Infrastructure on Command IaaS service which provides the elasticity to Virtual Desktop Infrastructure is based on a highly modular computing platform. This is tightly integrated with virtualisation components to provide the automated, on demand provisioning of Virtual Desktop Infrastructure The service is based on two simple offerings Windows 7 with or without Microsoft Office which can then be augmented with the customer s choice of applications Each VD comes with 20Gb of inclusive storage. Additional storage can be provided if required. The Virtual Desktop Infrastructure service is surrounded by a security perimeter: Firewall management for secure multi-tenancy delivery Virtualisation Edge and Shield deployment for secure multi tenancy Intrusion Prevention Virtual switch deployment for secure isolation of virtual traffic Provisioning is handled by cloud delivery software which delivers a service catalogue, provisioning and charging The service will be monitored 24x7x365 and availability monitoring of the platform is included in the core service to ensure it is available as expected. Enhanced monitoring and management services to provide metrics on the Compute, Storage and Network components of the platform can be added as an additional service if required The service includes patch management to the underlying hosting platforms and will also provide compliance management. Unless Steria are requested to provide the service, customers are responsible for patching and upgrades to any applications they install. Steria 2012 Page 9 of 32 Version 2.0

10 Component Billing Standard Reporting Description Automated utility based charge back mechanism for the cloud services consumed to allow for monthly utility based charging mechanism to the customer Standardised service reporting will be provided that includes VDI usage, burst usage and uptime. Enhanced reporting can be provided as an additional service 2.2 Product Service Features The key features of Virtual Desktop Infrastructure are: a utility based consumption and charging service flexible provisioning of virtual desktops access to virtual desktops over the internet (and through an additional VPN if required)from any device capable of utilising Citrix Receiver (in practice, most devices) the ability to add more VDs at short notice additional security services to provide secure isolation and secure tenancy if required The following table provides more detail on the Virtual Desktop Infrastructure features: Component Virtual Machine Options Windows 7 Desktop or Windows 7 Desktop with MS Office 2010 Standard Operating System Microsoft Windows 7 Virtual Private Data Centre (VPDC) Each customer is provided with a VPDC that allows for separation of environments between customers Bandwidth Storage 2Mb/s is provided per VPDC and there is the ability to burst over this level. Additional bandwidth can also be added if required Each VD is provided with 20Gb of storage within the core pricing. Additional storage can be added if required. Steria 2012 Page 10 of 32 Version 2.0

11 Component Service Management Security Service Reporting The environment is monitored 24x7x365 and support is provided to ensure that the platform is available as required. Additional service management can be provided if required by the customer. IL0 Monthly summary service report will be provided to include: Incident reports Availability reports Capacity utilisation reports Enhanced service reporting can be provided if required by the customer 2.3 Functional Description Virtual Desktop Infrastructure has been developed following discussions with key stakeholders across Government, Industry and Partner organisations to provide a cloud service based on a set of core functional components. These are summarised below: Flexible Infrastructure Services An infrastructure service that meets customers current and future needs Current economic conditions require customers to provision new services within their organisations and government departments with the minimal financial expenditure. In addition, services must allow for flexible growth, again without significant capital expenditure. Virtual Desktop Infrastructure allows customers to use as little as ten Virtual Desktops and to only be charged for what they use above that number. Customers can flex on demand with minimal forecast planning. This flexibility is also reflected in utility based monthly charging model. To be highly scalable, elastic and efficient, a cloud solution demands tiers of compute and storage to be rapidly provisioned and available for on-demand consumption by different tenants. This rapid provisioning of the infrastructure resources and virtual data centres can only be efficiently achieved with complete end-to-end workflow orchestration as provided by Virtual Desktop Infrastructure. Steria 2012 Page 11 of 32 Version 2.0

12 2.3.2 Provisioning Service Customer driven provisioning Steria recognises that customers wish to be in command of their infrastructure and this extends to flexibility requirements. The Steria Virtual Desktop Infrastructure service offers the customer the opportunity to specify the configuration options for the standard service and whether they require Additional Service Options (Section 3) or enhanced Service Management (Section 4), including: Number of Virtual Desktops (VDs) of each type VPDC options Bandwidth Options Storage Options Backup Options Image Management Options Utility Options Provisioning Methods Reporting Options VPN Options Billing Options Service Duration Off-boarding options By selecting from a menu of configuration options, the service can be defined rapidly. The time traditionally taken to discuss and agree service requirements, which delays access to the services, can be avoided. Initially this process will be managed through a questionnaire that will be completed as part of the ordering process and in due course, this will be enhanced through an automated provisioning service. Steria recognise that not all customers requirements will be met by selecting options through an automated provisioning service. If a customer requires a tailored configuration, Steria will design one to meet the customer s precise needs Secure Infrastructure Isolation Service isolation of customer services For security, customers want their services to be isolated from other customers. Within Virtual Desktop Infrastructure, Each customer is set up with their own Virtual Private Data Centre (VPDC). Steria can also provide secure isolation within the VDIs by utilising networking (Firewalling) and virtualisation technology best practice. Steria 2012 Page 12 of 32 Version 2.0

13 Steria understands that security is often a key requirement for Government customers and has worked with leading industry suppliers and CESG to maintain security boundaries to Government standards. Access to the service can be provided by a dedicated customer VPN connection. This can be specified as a configuration option as part of the Provisioning Service described in Section above. The VPN option enhances security by making sure that all traffic is encrypted between the customer and the VPDC. This provides a secure path between the customer s private network and the Steria infrastructure Access Management Tightly controlled identity and access management Using standard industry tools and process management Steria maintain control by using access and identity management services Physical Location UK delivered services to provide peace of mind Steria know that Government departments must minimise their security exposure when consuming cloud services and this is one of the primary drivers for the Steria Virtual Desktop Infrastructure service to be delivered from within the UK through Tier 3+ data centres. The UK location has also been selected so that Steria can enhance their services up to and including IL3 delivery. Virtual Desktop Infrastructure uses the most modern data centre technologies with advanced power and cooling to help Government to realise the stringent sustainability targets that have been laid out in the Greening IT strategy Data Delivery Model In line with industry standards surrounding PaaS cloud offerings, Steria will offer two types of data model: Persistent Data Storage The customer will be able to request storage locations from within a shared file store on the cloud service. All data will be of the same Impact Level, currently IL Non-persistent Data Storage All non-persistent data will only be associated with the VDs that are utilised by the customer and will be provided in two components: Operating System data requirements Application data storage requirements Steria 2012 Page 13 of 32 Version 2.0

14 2.4 Information Assurance Security Components This Virtual Desktop Infrastructure service is provided at IL0. Please contact us at g- to discuss our Virtual Desktop Infrastructure offering at higher IL levels. The following security components are provided as standard within the VPDC: Firewall management for secure multi-tenancy delivery Virtualisation Edge and Shield deployment for secure multi tenancy Intrusion Prevention Virtual switch deployment for secure isolation of virtual traffic Security Approach Steria is experienced in security management practices, especially for the UK Public Sector. We focus on the three main concepts of Confidentiality, Integrity and Availability to understand the sensitivity of the information and the potential threats and to take appropriate steps to mitigate them. This covers not only technical, but also organisational, procedural and physical security. Security Management is considered throughout our service offering and is an integral part of the Steria cloud service, with security measures increasing as the impact levels go up. Cloud services are delivered through a combination of organisations and technologies and robust end-to-end assurance is required to ensure security is effectively managed and that supporting controls are effectively implemented. Security management must be joined up from an end-to-end perspective and managed and maintained to ensure it operates effectively. Steria take a best practice approach to security management using ISO/IEC as the overall management framework, but tailored to support and demonstrate Security Policy Framework (SPF) and Information Assurance Maturity Model compliance and support and maintain accreditation. Steria with its extensive experience with working within Government circles understands the importance of delivering secure solutions that meet the requirements of Her Majesty Government (HMG) standards and Communications Electronic Security Group (CESG) guidelines. The following highlights the key considerations that have been delivered as part of this solution: Penetration & Vulnerability Protection The systems supporting Virtual Desktop Infrastructure are protected by firewalls, intrusion detection and prevention services. Steria 2012 Page 14 of 32 Version 2.0

15 ISO and CESG Claims Tested Mark (CCTM) The Steria facility that provides this service has been accredited with ISO27001 security certification and the data centre has achieved CCTM certification from CESG CESG Listed Advisor Scheme (CLAS) Accreditation Steria recognises the importance of security and has a well-established team of delivery CLAS consultants. Through all phases of design and implementation the CLAS consultants advise and check to make sure the solutions that Steria deliver are capable of meeting CESG accreditation. Steria CLAS consultants can provide support and advice to our customers and can be engaged through the Specialist Lot 4 Cloud Services on the G-Cloud catalogue Employee Clearance Levels All Steria employees are suitably cleared in accordance with CESG guidelines for the relevant Information Classification. Steria 2012 Page 15 of 32 Version 2.0

16 3 Additional Service Options The two VD configurations within the core Virtual Desktop Infrastructure service have been designed as the fundamental building blocks to allow customers to build the virtual desktop environment that they need, installing applications as required. However, we recognise that customers may have specific needs beyond the core building blocks and so we have a number of additional service options to meet these needs. These additional options build and enhance the capabilities of the core offering and a description of the most popular options is given below. Please contact us if you wish to discuss adding these or other additional service options to your Virtual Desktop Infrastructure services. 3.1 Variable VDI Size The standard Virtual Desktop Infrastructure service comes with a defined system size. Customers may wish to purchase a differently sized VDs to the standard sizes offered, with differing memory and storage configurations to suit individual customer needs. 3.2 Alternative Operating Systems Alternative operating systems, including Open Source, can be installed on the VDs in place of Microsoft Windows Additional Applications Customers are able to install their own applications on the Virtual Desktop Infrastructure VDs but if required, Steria can provide an application installation and management service across the virtual desktop environment. 3.4 Application Integration Customers may wish to integrate their virtual desktop environment with some of their existing corporate or Cloud applications. Steria can work with Virtual Desktop Infrastructure to provide access to these applications from the virtual desktop environment. 3.5 Backup and Restore Services To give maximum flexibility and cost effectiveness, the core Virtual Desktop Infrastructure offering comes without any backup services included. For customers requiring a backup service, a comprehensive data management service can be provided: Steria 2012 Page 16 of 32 Version 2.0

17 Backup The standard backup service offered is for VDs and their associated data to be backed up using incremental backups and full backups. Other backup regimes can also be provided if required. The period of retention of the backup is an on-boarding configuration option. Restoration Restoration of services will be provided by the backup tools through a restore plan defined as part of the on-boarding process. 3.6 High Availability, Disaster Recovery and Business Continuity Customers have the opportunity to enhance the standard Virtual Desktop Infrastructure offerings to provide higher availability levels, business continuity and disaster recovery facilities based on their specific needs. Some examples of these are shown below: High Availability of VMs can be offered within the same data centre making use of the virtualisation tools and technologies within Virtual Desktop Infrastructure. Providing Disaster Recovery and Business Continuity facilities from an alternative data centre location. 3.7 Data Services The following items are additional services that customers can include in their service should they wish: Integration Enterprise Service Bus The provision of an Enterprise Service Bus that will allow for programmatic data and message transfer Data Migration Support with secure data migration to and from Virtual Desktop Infrastructure using government approved products and methods. 3.8 Security Services To further enhance the security of the standard service offering, Steria can apply additional security services including the following: Penetration & Vulnerability Protection The core Virtual Desktop Infrastructure service includes a defined level of security protection. If additional security is required, Steria can provide the following penetration and vulnerability services: Border firewall management Steria 2012 Page 17 of 32 Version 2.0

18 Internal firewall management Intrusion detection and prevention services Secure virtualisation isolation (at the same Impact Level) Direct Network Connectivity Access to the service is by the Internet with the option to include VPN connectivity. Steria can provide PSN compliant dedicated network access if required Integrated Access Management The core service includes access and identity management services to the core platform. If required, access and identity management can also be integrated to a customer s user access toolset for complete control Secure Multi-tenancy Additional security environments above the standard VPDC configuration options can be provided if customers wish to implement such a service. These can provide multiple tenants on a single platform whilst meeting secure isolation requirements. Steria 2012 Page 18 of 32 Version 2.0

19 4 Service Management Steria s approach to Service Management is based on 40 years proven experience of delivery for both Public and Private sector clients, each of which has their own unique strategic business drivers and operational service needs. Steria has developed a Service Management model for Virtual Desktop Infrastructure that is based on our experience in successfully delivering similar services to the public and private sector for many years including the Ministry of Justice, Cleveland Police and the Department for Communities and Local Government. The Steria support services provided to customers as part of the standard Virtual Desktop Infrastructure service include the following: A single point of contact for all incidents through the Steria Service Desk. Service Desk from 08:00hrs to 18:00hrs (UK time) Monday to Friday, excluding Bank Holidays. Extended support hours are also available as an additional service management option. 24/7/365 monitoring ITIL v3 Service Management Service governance to ensure that the overall service is meeting all service requirements and provides basic Service Reporting Contract assurance to ensure that delivery and financial management are aligned to contractual terms Delivery of incident management service to standard SLAs Service Improvement Information Security Management. 4.1 Service Monitoring Monitoring of the Virtual Desktop Infrastructure service is provided using integral monitoring and alerting tools to provide responsive, timely and high quality services to end users. Steria will fix any VDI availability issues raised by the customer within the supported hours. 4.2 Service Reporting Effective reporting on the Virtual Desktop Infrastructure service is an essential part of the service. However, as a Platform as a Service offering, customers may choose to simply take just a basic platform service from Steria and therefore, including detailed reporting within the core price may not be cost effective. Steria 2012 Page 19 of 32 Version 2.0

20 As a result, we have provided a set of standard service reports with the standard offering with the option to add enhanced reporting should it be required. The standard monthly service report includes reporting on the following: Incident reports Availability reports Capacity utilisation reports 4.3 Maintenance Windows Updates to the Virtual Desktop Infrastructure platform to enable new features and capabilities will be performed periodically, in agreement with customers. 4.4 Extended Support Services The standard Virtual Desktop Infrastructure service comes with standard service management as outlined above. However, we recognise that some customers may wish to have enhanced service management in certain areas including Enhanced Service Desk and/or SLAs Proactive Management Additional service reporting Enhanced Service Desk and/or SLAs Steria can offer additional support services including our ITIL v3 Service Desk on Command offering. This can include extended service hours, enhanced SLAs and a range of other support options to augment the service management provided as standard for Virtual Desktop Infrastructure Pro-active Management, Monitoring & Compliance The standard Virtual Desktop Infrastructure service includes basic platform availability monitoring and management. If required, Virtual Desktop Infrastructure service management can be provided as a fully managed and proactive service monitoring using the integral monitoring and alerting components of hosted service. This can provide responsive, timely and high quality service support should it be needed. In this model, SLAs are integrated to the Service Desk tool, enabling incidents to be closely managed and early warning of an SLA nearing breach. Steria also offer a range of management and compliance monitoring services for Virtual Desktop Infrastructure including: Patch Management services of the provider platform Patch and Anti-Virus Management services for the VMs Steria 2012 Page 20 of 32 Version 2.0

21 Asset Management services Audit and Access services Compliance management of customer services Technology platform management (Network, Storage, Compute including Virtualisation). In addition, the following reporting options are also available: Usage Monitoring allowing the customer to have control over usage including when or how many VMs should be available at any one time KPI Metric Management Details to the customer the following highlight management information Usage reports Service Level Reports Burst & Over-provision reports Monthly charges Security Event and Incident Event reports Enhanced Reporting As standard, Virtual Desktop Infrastructure comes with a set of pre-defined service management reports. If required, additional and/or tailored reports covering can be provided to meet a customer s specific needs. Steria 2012 Page 21 of 32 Version 2.0

22 5 On-Boarding / Off-Boarding Processes 5.1 On-Boarding Process Steria operate a standard, repeatable on-boarding process for our Cloud offerings to minimise the time taken from a customer forming a requirement to being able to use the service. The Steria on-boarding process will commence upon receipt of a valid order from the customer. For most Virtual Desktop Infrastructure offerings, this will simply be an order form requesting a number of virtual desktops. As part of the order, the customer will complete a questionnaire specifying their configuration options as outlined in Section above. Once received, Steria will confirm that there are no issues with the order and assuming there are none, will commence Build and Deployment as outlined in Section 5.2 below. If the customer requires Steria to provide any additional components, such as additional applications, or any other non-standard components, as outlined in Section 3 above, a tailored configuration can be provided. On receipt of an enquiry, one of the Steria Virtual Desktop Infrastructure team will contact the customer to discuss their specific needs. Steria will document what the customer needs and propose a configuration to deliver this. Once this is agreed, a price will be provided to allow the customer to raise a formal order. Once received, Steria will commence Deployment as outlined in Section 5.2 below. 5.2 Provisioning The simple process for provisioning Virtual Desktop Infrastructure can be summarized as below: Ordering and processing phase Deployment phase The typical lead times for existing customers can be seen in the table below. As can be seen, a customer is able to order and deploy additional VDs very quickly as their VPDC is already set up. Scenario Typical Platforms Typical Provisioning Lead Times Small Service Provision VDs 24hrs Medium Service Provision VDs 48hrs Steria 2012 Page 22 of 32 Version 2.0

23 Scenario Typical Platforms Typical Provisioning Lead Times Large Service Provision VDs 5 working days On receipt of a valid order, Steria will advise of the lead times that can be expected for the order. The lead times above are indicative and may vary for a number of factors including the completeness of the order questionnaire and the complexity of configuration requested. New customers may experience slightly longer lead times to allow for initial setup of the VPDC. 5.3 Off-Boarding Process Off-boarding from Virtual Desktop Infrastructure is equally straightforward. On expiry of the agreement or notice of a customer stopping using the service, the service will be withdrawn. Depending on the off-boarding options selected, some or all of the following off-boarding services may apply: Off Boarding Exit Checklist Data Decommission Service Process Certification & Compliance of Service Decommission Billing Finalisation The activities on the exit checklist will be completed. This checklist options will be confirmed during on-boarding which will ensure that the exit process is not ambiguous. Unless requested otherwise as an additional service, the customer is responsible for securely removing any data. Steria will provide a certificate that all data and services have been treated in the correct manner. Once the customer has off-boarded from the service, Steria will raise the final billing to cover any outstanding monthly, exit and consumption charges. If the customer anticipates re-use of any of the services that they have used on Virtual Desktop Infrastructure, a number of Off-Boarding scenarios can be requested as additional service options including: Mothballing persistent data Mothballing VDs Snapshot, CMDB status Steria 2012 Page 23 of 32 Version 2.0

24 5.4 Training As part of the on-boarding process Steria will provide two user guides: Service Provision User Guide a guide on how to create new services, get reporting and find out about billing Service Usage User Guide a guide on installing applications for users who will manage the use of the VDs If a customer requires additional training for their users, this can be provided through Steria s Specialist Cloud Services as outlined in Section 6 below. 5.5 Enhanced Service Migration If required, Steria can provide enhanced Service Migration Services for more complex Onboarding and Off-boarding scenarios including where there are specific requirements arising from the transfer to or from another supplier. Steria 2012 Page 24 of 32 Version 2.0

25 6 Specialist Cloud Services Steria offers a range of Specialist Cloud Services to support Cloud implementations. These can be used either alongside this service or for other activities and are detailed in Lot 4 of the G-Cloud framework. Our Specialist Cloud Services offerings can be combined to offer a number of services that support Virtual Desktop Infrastructure including the following examples: 6.1 Integration Services Services to integrate Virtual Desktop Infrastructure with other services, including integrating with other cloud offerings. 6.2 Supplier Management and Service Aggregation If required, Steria can manage your cloud services for you. This could include the following elements: Selecting, procuring and managing services from other 3 rd parties to be used in conjunction with Virtual Desktop Infrastructure Integration and aggregation services to provide data and application integration between differing cloud environments 6.3 Transition Services If required, Steria can provide enhanced Transition Services for more complex On-boarding and Off-boarding scenarios including where there are specific requirements arising from the transfer to or from another supplier. Steria would be pleased to discuss your particular requirements and to provide a solution to meet them. 6.4 Service Desk Facilities Utilising Steria s Service Desk on Command can provide additional helpdesk services including a full range of ITIL v3 services. 6.5 Training Services Appropriate training is a critical element of any ICT enabled business change. Steria Learning Services, our dedicated training organisation has the experience, resources, processes, infrastructure and track record to ensure we successfully deliver all training requirements requested from our clients. This can include providing standard training courses, developing bespoke training courses and management and administration of the training function and processes. Steria 2012 Page 25 of 32 Version 2.0

26 6.6 Testing Services Steria offers comprehensive testing management services that can be used to support your Virtual Desktop Infrastructure services. 6.7 Business Continuity Steria have a breadth of expertise and real-life experience with developing and implementing business continuity solutions, based on specific requirements and / or changing demands. As every customer is unique, please contact us to discuss your business continuity needs. 6.8 Security Consultancy Steria is able to offer a number of security services that can ensure solution conformance to government policies. Steria Security consultancy services cover Penetration Testing, CHECK Testing, CLAS Consultancy Assessment and ISO27001 Assessment. 6.9 Project / Programme Management To support customers with complex web projects, Steria is able to provide Project and Programme Management to help ensure that customer solutions are delivered on time and to budget Consultancy Services Consultancy assistance to help customers with any aspect of procuring, deploying, managing and using cloud services. If you are interested in finding out more about these or any of Steria s other Specialist Cloud Services, please contact us at Steria 2012 Page 26 of 32 Version 2.0

27 7 Steria On Command Roadmap Virtual Desktop Infrastructure and the other Steria On Command Services will be continually enhanced over time. The Virtual Desktop Infrastructure services at IL0 is currently available. Virtual Desktop Infrastructure services at IL2 and IL3 should be available in the near future. These will be delivered using trusted Cloud services and components in line with Steria's Virtual Desktop Infrastructure cloud programme. Steria 2012 Page 27 of 32 Version 2.0

28 8 Pricing 8.1 Standard Configuration Pricing Fixed Charges Setup cost per Customer per Virtual Private Data Centre (VPDC) Microsoft Windows 7 Desktop only Desktop Virtual CPU Desktop Virtual Memory Storage (VD Size) Operating System Windows 7 / Office 2010 STD Edition Desktop Virtual CPU Desktop Virtual Memory Storage (VD Size) Operating System Additional Software Initial Internet Bandwidth - 2Mb per month per VPDC Exit Cost pm 1vCPU 4GB 20Gb MS Windows 7 84 pm 1vCPU 4GB 20Gb MS Windows 7 MS Office 2010 STD 75 pm N/A Variable Charges Additional bandwidth (in advance per Mb per month) 38 Additional bandwidth (burst per Mb per month) 41 Configuration Options: VPN Configuration per Customer Additional Services Options Pricing Pricing for the Additional Service options detailed in Section 3 above are available on request. Steria 2012 Page 28 of 32 Version 2.0

29 8.3 Minimum Order Values The minimum order for Steria s Virtual Desktop Infrastructure service is 10 Virtual Desktops. The pricing in Section 8.1 above relates to orders for commodity Cloud services based on standard configurations with a menu of configurable options. If customers require a tailored configuration, we will be happy to design a service to meet your precise needs. In such cases, the component pricing given above is still valid but a minimum order value may apply. Please see our Service Terms for further details. Steria 2012 Page 29 of 32 Version 2.0

30 9 Further Information If you are interested in this Steria Cloud Services Offering and wish to order, or to discuss your requirements further, please contact us at Please see our Service Summary and Key Facts for further information about Virtual Desktop Infrastructure. Please also see the Service Terms for commercial information in support of this offer including service levels and our terms and conditions of service. Steria 2012 Page 30 of 32 Version 2.0

31 10 Glossary Term CESG CIA CLAS CMDB COTS IaaS IL ISO ITIL NIST PaaS PEN Test PSN SaaS SLA SME TOM VD VM VPDC Description Communications Electronic Security Group Confidentiality, Integrity, Availability CESG Listed Advisor Scheme Configuration Management Database Commercial Off the Shelf Infrastructure as a Service Impact Level International Organisation for Standardisation Information Technology Infrastructure Library National Institute of Standards and Technology Platform as a Service Penetration Test Public Services Network Software as a Service Service Level Agreement Subject Matter expert Target Operating Model Virtual Desktop Virtual Machine Virtual Private Data Centre Steria 2012 Page 31 of 32 Version 2.0

32 contact Steria Limited, Three Cherry Trees Lane, Hemel Hempstead, Herts, HP2 7AH Steria Limited 2012 The copyright in this document is vested in Steria Limited. The contents of this document must not be reproduced (wholly or in part), used or disclosed without the prior written permission of Steria Limited.

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