New contract for the provision of support services for information and communication technologies on the CERN site Ref S182/IT (replacing S135/IT)

Transcription

1 New contract f the provision of suppt services f infmation and communication technologies on the CERN site Ref S182/IT (replacing S135/IT) Contract management with ServiceNow at CERN (SNow) Future contract (1 st April 2017) is divided into 6 services : - All services are providing 2 nd level suppt - Detailed descriptions of each service are in Annex C, D, E, F, G, H of the Technical Specifications. - Most services are f IT department, and under supervision of IT people only 2 services (Annex G and H) are f other departments (HR and EN). - Imptant: F all services, 1 st level suppt is provided by the Service Desk which will be a different contract managed by SMB department The Service Desk will no longer be outsourced to Serco on 1 st April 2017 this contract with Serco is limited to 2 nd level suppt. 3 rd level suppt is still provided by CERN staff. List of services: 1) Annex C - End-User Suppt Service f general ICT matters 2) Annex D End-User Suppt Service f Telecommunications 3) Annex E - End-User Suppt Service f Audio-visual operations 4) Annex F - End-User Suppt Service f Printshop Operations 5) Annex G - Technical Suppt f the CERN Training Centre (Human Resource Department) 6) Annex H - Suppt f Computer Aided Design (CAE) Wkstations 1

2 List of FEs (Functional Elements) f each service: This list (table) must be revised befe contract start (SNow repts will be based on the FEs defined f each service, containing all SNow tickets related to that service). Suppt Service f Functional Elements in SNow Annex C General ICT matters Linux 2nd level suppt: Linux Suppt / Linux Software Building / Docker Registry / Linux HPC Infrastructure Windows 2nd level suppt: Windows Desktops / Windows Installation and CMF / Windows Server Hosting / Windows Server Infrastructure / Windows Terminal Infrastructure / DFS / Alerter Mac 2nd level suppt: Mac Suppt / Apple Contract Suppt Hardware repairs: HW Repair Anti-virus service: Anti-virus Public area infmation points, public PCs and permanent exhibition: Onsite Infmation Screens / Public PC / Globe Exhibition Account Management: Authentication / Identity and Account Management / Active Directy Data Stage (including AFS Service, CASTOR Service, etc.): AFS / Acron / EOS / CASTOR / CERNBox Internet, Mail and Web: Infrastructure / Web Infrastructure / Sharepoint / Drupal Infrastructure Netwk and Telecom operations: Datacenter Netwk / Netwk and Telecom Deployment / Netwk Operations / Netwk Service Moniting / Netwking f Experiments / Software f Netwk and Telecom / WIFI Netwk / External Connectivity / CIXP / Eduroam / Lync Infrastructure: Print Device Suppt / Cloud Infrastructure / Configuration Management / Virtualisation / BOINC Suppt / LSF Authentication / LXBATCH / LXPLUS Engineering software: Electronics Design Automation tools / Mechanical Engineering tools / Mathematics tools / Windows License Servers Grid related services (including Certification, ): CERN GRID 2nd Line Suppt / Certification Authity / MyProxy / VOMS Development and Application services: 2

3 JIRA Issue Tracking / Version Control Systems / Indico / Twiki / Phonebook Data f Services Document Management: CERN Document Server Annex D Telecommunications Fixed Telephony / Mobile Telephony / Radio Communication Infrastructure Annex E Audio-visual operations Conference Rooms Infrastructure / Conference Rooms Operations / H323 Video-conference / Lecture Recding / Vidyo / Webcast Annex F Printshop Printshop Operation / Poster Printing Suppt Operations Annex G Technical Suppt Technical Infrastructure f the Training Centre (HR-LD) f the CERN Training Centre Annex H Computer Aided Design (CAE) Wkstations CAE Wkstations Suppt / Reprography OLAs (Operational Level Agreements): 2 OLAs are defined in the new contract, f ALL services. However each service could define his own values f these OLAs, cresponding to their need. 1) Maximum time to take in hand 2) Maximum Wk efft time Time to take in hand : This is the time elapsed between the time the SNow ticket is escalated to 2nd level and the time at which the contract starts wking on it. In SNow the ticket state is changed from the value Assigned to the value In Progress and the name of the suppter at 2nd level is written in the parameter Assigned to. Wk efft time: This is the time spent by the contract to understand the problem and to identify solutions. In SNow it cresponds to the time spent in the assignment group at 2nd level with the value In Progress f the ticket state. After this, the ticket state is changed to the value Resolved,, if the contract cannot provide a solution within the time values defined in the table below, the ticket will be escalated to the 3rd level suppt f further investigations (the Assignment group will change from 2nd level to 3rd level ). 3

4 OLA values f each service Suppt Service f Maximum time to take in hand Maximum Wk efft time INC RQF INC RQF Annex C General ICT matters 2 hours (S) 4 hours (S) 4 hours (S) 8 hours (S) Annex D Telecommunications 1 hour 1 hour 3 hours 3 hours 10 min (1) Annex E Audio-visual operations 8 hours (S) 2 hours (S) 5 min (2) (3) 4 hours (S) 8 hours (4) 4 hours (S) 10/30 min (2) 10/15 min (3) Annex F Printshop Operations NA 4 hours (S) NA 8 hours (S) 3.5 days (5) 16 hours (6) 1 hour (7) Annex G Annex H Technical Suppt f the CERN Training Centre Computer Aided Design (CAE) Wkstations 2 hours (S) 15 min (8) 2 hours (S) 4 hours (S) 2 hours (9) 8 hours 4 hours (S) 1 hour (8) 5 days 4 hours (S) 8 hours (S) 4 hours (9) (S) These are considered as the standard OLAS values. (1) (2) (9) These are special OLAs required by a service f specific interventions (incidents requests). Note: f Annex D / Telecom, OLA time is always shter than the standard values, f all tickets. Special OLAs: (1) Annex D: Users coming at the Telecom Lab desk (visits) and SNow tickets with the priity High. (2) Annex E: Troubleshooting f a live event in a conference room INC tickets / priity Moderate High / remote solution possible not. (3) Annex E: Troubleshooting f a live event in a high profile conference room INC tickets / priity Moderate High / remote solution possible not. (4) Annex E: Publication of recdings video and audio. (5) Annex F: Volume printing (6) Annex F: Poster printing (7) Annex F: Business cards (8) Annex G: urgent interventions ( blocking problems ) - INC tickets / priity High (9) Annex H: requests are created by a a person in section EN-ACE-CAE - priity High 4

5 Note: f implementing those special OLAs we shall know how such tickets will be registered in SNow (e.g. FE, ticket priity ). The contract shall also strictly comply with these rules (wrong registration should be marked/counted as a failure see section on KPIs below). Additional OLA f Annex E (audio-visual): F publication of recdings video and audio. Maximum delay between creation and resolution: F video: 10 wking days (2 weeks) F audio: 2 hours (seems incompatible with 8 hours allowed to take in hand ) KPIs (Key Perfmance Indicats) to be measured with SNow 1) % of negative feedbacks f tickets Resolved at 2 nd level F all Annexes: REQUIRED LEVEL < 5% 2) % of tickets breaching the OLA take in hand time F all Annexes: REQUIRED LEVEL < 5% 3) % number of tickets repted as failures of service F all Annexes, except Annex E (Audio-visual operations) and G (Technical Suppt f the CERN Training Centre): REQUIRED LEVEL < 5% Annex E: REQUIRED LEVEL < 5% + max 2 failures listed in section 2.7 Annex G: REQUIRED LEVEL < 2% Note: we have NOT defined KPIs f breaching the OLA wk efft time, but it could be counted in the failures of service. 5

6 Transition period: 600/R-001 has been blocked from the 13th to the 31st March f the transition period. The Service Management team will: o Implement OLAs in the SNow tool o Prepare repts to measure KPIs f each service. N.B. a tool f quality control will be provided f moniting the failures of service : FE managers and SE owners will have to use this tool if they want if they want repts on that, as stated in the KPIs of the new contract. 6