Service Level Agreement in IBM T Clud - ITAP

Transcription

1 G-Clud Lt 4: Specialist Clud Services Service Definitin 100 Lngwater Avenue Green Park Reading Berkshire RG2 6GP Tel: Website: Intrductin Thank yu fr cnsidering DSSEC t fulfil the requirement that yu have fr this Specialist Clud Service. This service definitin dcument aims t answer the immediate questins that yu may have. If yu have any further questins we wuld be delighted t answer them fr yu and t discuss yur specific needs further. DSSEC is respnsive, agile and cmmitted t service excellence and cntinual imprvement, and will always strive t deliver abve expectatins rather than just meeting minimum cntractual bligatins. Our cnsultants are all subject matter experts and have brad experience f delivering success t a range f Gvernment and industry custmers. As a fcussed UK SME, yu can be assured that n matter the prject scale and cntract size it is significant t us and will retain senir management persnal versight. Service Overview: This Specialist Clud Service prvides a hst f capabilities, either as full turnkey services r as advisry services acrss the whle prject/prgramme lifespan, applying t Clud Services as much as mre established prcurement mdels. The services are designed t integrate seamlessly int yur new r existing teams, r establish new teams in rder t deliver yur rganisatin measurable service benefits. Deliverables f this Specialist Clud Service can include but are nt limited t the fllwing: Service Manager Services DSSEC s apprach t Service Management prvides the capability fr strategy, design, definitin, mnitring and in-service management f the delivery and perfrmance f services prvided by bth external and internal prviders. Alng with ther cntractual dcuments, baseline standards against which key aspects f delivery are measured wuld typically be defined in an ITIL-based Service Level Agreement (SLA), which DSSEC is expert in authring. The fcussed cllectin f data, its interpretatin and presentatin prvides a firm, ratinal basis fr assuring cntractual cmmitments are met and service levels achieved; with the aim f prviding custmer and user satisfactin, and prviding drive fr service imprvement. Whilst Service Management is necessary fr any service recipient, in rder t assure value fr mney and quality f user experience, it culd be argued that the establishment, management and rutine mnitring f Service Levels is even mre (Versin 1.0 dated 08 Apr 14) 1

2 G-Clud Lt 4: Specialist Clud Services Service Definitin imprtant with Clud Service, where the Custmer and user has n ther levers ver the prvider and the quality f service delivered. Deliverables f this Specialist Clud Service can include but are nt limited t the fllwing: Define service level agreements (SLAs) related t cntracted services. Ensure SLAs are measured and achieved and client expectatins are met (r exceeded). Identify and lead service imprvement and cst reductin/efficiency initiatives. Plan the budget fr in-scpe cntracts and services. Mnitr and manage expenditure within agreed budget. Build service relatinships with internal custmers and internal/external service prviders. Ensure that systems, prcesses and methdlgies as specified are fllwed t ensure effective mnitring, cntrl and supprt f service delivery, with particular regard t regulatry cmpliance. T prvide reprts t an agreed schedule (r n request), including management summary and detailed perfrmance reprts. T facilitate supplier and custmer service review meetings. T escalate service issues internally and with external prviders t ensure custmer satisfactin is maintained. T crdinate external technical resurces fr infrastructure and supprt related change and prject activity. T supprt IT prjects and initiatives t meet the agreed business gals in cmpliance with relevant methdlgies and quality standards, including: Crdinate the prvisin f external resurces frm existing partners. Assess the impact f the prject n external cntracts and BAU activities and make the apprpriate changes t cntracts and SLAs. Ensure effective handver t BAU supprt. Apprve changes t the service delivery mdel, cntracts r SLAs. Manage the internal cmmunicatin with the business including service perfrmance, FAQs, prcess infrmatin and necessary frms. Manage high pririty incidents, cnduct lessns learned and implement remediatin plans. Deliver a high level f Custmer Service thrugh a psitive Custmer fcused attitude Prvide the custmer interface int the ITIL Service disciplines delivered by IT Suppliers, cvering Incident, Prblem and Change Management. (Versin 1.0 dated 08 Apr 14) 2

3 G-Clud Lt 4: Specialist Clud Services Service Definitin Cnfiguratin Manager Services DSSEC s apprach t Cnfiguratin Management prvides the capability fr the creatin, cnfiguratin, peratin f Cnfiguratin Management databases, as well as the technical maintenance f Cnfiguratin Items (CI). Deliverables f this Specialist Clud Service can include but are nt limited t the fllwing: Create, cnfigure and ppulate CMDBs. Technical maintenance f CMDBs and Cnfiguratin Items (CI) n varius dmains. Recnciliatin f CIs between actuals and authrised. Creatin f technical user guides fr ICT Cnfiguratin Management. Operate in line with ITIL-based prcesses such as Incident Management and Change Management, as well as Cntinual Service Imprvement (CSI). Cnfiguratin Management Database Services (CMDB) DSSEC s apprach t this specialist service prvides the capability fr strategy, design, ppulatin, mnitring and supprt f CMDBs, with particular expertise in IBM Maxim and BMC Remedy sftware. Deliverables f this Specialist Clud Service can include but are nt limited t the fllwing: CMDB General Assist with design f CMDB, deciding n classes f CIs t use, their attributes and their relatinships. Design and implement data integratin slutins fr aut and ad-hc ppulatin f CMDB using sme r all f the fllwing tls: Pentah; SQL Server integratin Services; XSLT; SQL. Prvide DBA supprt fr SQL Server databases supprting CMDB r data integratin. IBM Maxim Cnsult n using Maxim wrkflws t supprt an rganisatin's ITSM prcesses. Cnsult n Maxim implementatin and develpment. Cnsult n infrastructure required t supprt Maxim. Cnfiguratin f Maxim using any f the cnfiguratin tls in the Maxim tlset. Custmisatin f Maxim, if apprpriate, using scripting r Java. Integratin f Maxim with ther platfrms using Maxim Integratin Framewrk (MIF) r Tivli Applicatin D and Dependency Manager TADDM. (Versin 1.0 dated 08 Apr 14) 3

4 G-Clud Lt 4: Specialist Clud Services Service Definitin Prduce peratinal reprts using integrated BIRT reprting. Supprt existing Maxim implementatins. Develp existing Maxim implementatins using any required cmpnents f the Maxim tlset. BMC Remedy Cnsult n using Atrium CMDB t supprt ITSM prcesses. Develp slutins fr ppulating\managing data in Atrium CMDB using Atrium Integratr r ther tls as required. Supprt rle f Cnfiguratin Manager in building and develping a CMDB using Atrium CMDB. Supprt rle f Cnfiguratin Manager by supprting analysis f CMDB and related data. Business Objects Services DSSEC s apprach t this specialist service prvides the capability fr Business Objects (BO) Intelligence, including strategy, design, build, mnitring and in-service reprt writing, and BO Data Services. Deliverables f this Specialist Clud Service can include but are nt limited t the fllwing: BO Business Intelligence Build an ITSM Business Intelligence (BI) slutin based upn user requirements and apprpriate best practices. Design and implement infrastructure t supprt a Business bjects BI slutin paying particular attentin t resilience and security. Design and create Business Objects universes t underpin BI slutins. Create and publish reprts using Web Intelligence. Supprt Business Objects BI slutins. BO Data Services Supprt BO Data Services implementatins prviding infrastructure supprt, user administratin, security administratin and mnitring. Develp BO Data Services as a data integratin platfrm t supprt an ITSM slutin and its assciated BI features. Pricing Please see DSSEC s SFIA Rate Card fr service price details, tgether with the accmpanying Terms and Cnditins. Ordering and Invicing After cntacting DSSEC, Custmers wishing t place an rder fr any f ur Specialist Services will be required t sign the Call-Off Cntract with DSSEC and send it tgether with a Purchase Order. Any rder placed shall cnstitute an ffer t cntract upn DSSEC s Terms and Cnditins prvided. (Versin 1.0 dated 08 Apr 14) 4

5 G-Clud Lt 4: Specialist Clud Services Service Definitin DSSEC will prduce an invice at the end f each mnth r milestne, as agreed r whichever ccurs first, with payment due within 30 days. Scheduling and Terminatin Services will be scheduled in agreement with the Custmer n acceptance f a Purchase Order. Subject t agreed ntice perids being met, n terminatin charges apply in the event f a service terminatin. DSSEC as Yur Specialist Service Prvider DSSEC prvides key service integratin capabilities and engineering cnsultancy, specialising in the delivery f supprt slutins t Cmmunicatins and Infrmatin Systems. Thrugh innvative and cllabrative wrking, DSSEC has delivered supprt slutins acrss a range f CIS Prjects, prviding supprt t Service Management, Prject Management, Applicatins Test and Integratin, Implementatin and Deplyment Management; all aligned with current HMG Standards as well as cmpliance t industry best practices f the ITIL framewrk. Established in January 2010, DSSEC has grwn rapidly drawing specialist expertise within its wrkfrce frm a diverse Industry and HMG backgrund. DSSEC currently perates frm tw ffices with its headquarters situated in Green Park, Reading and a secnd delivery centre at Hartham Park, Crsham. Understanding the custmer and their unique requirements are key success factrs that DSSEC embrace. The team are pr-active and dynamic, a fact reflected by the successful rganic grwth f the business since its inceptin. The wrkfrce cmes frm an engineering base where 90%+ are educated t graduate level, and ~25% f these t Masters Level, the apprach is f Engineering applied t Supprt Services rather than the usual Supprt/Lgistical slutins that are less effective and efficient when applied t CIS. The fully security cleared DSSEC team has a prven track recrd fr successful n time delivery f services and slutins, meeting all custmer requirements and exceeding expectatins. Our highly qualified, experienced and mtivated staff ffer a wealth f flexible and adaptable resurce fcused n cnsistently exceeding custmer expectatins delivering prjects t meet client s gals, bjectives, timescales and budgets. Adptin f a practive and energetic apprach enables DSSEC t cnsistently deliver enduring and practicable supprt slutins quickly and seamlessly. We very much lk frward t further discussin in regard t prviding this specialist service fr yu. If yu wuld like t discuss anything further please cntact us directly (withut bligatin) by r telephne. (Versin 1.0 dated 08 Apr 14) 5