Chorus Library Management System (LMS) Service Definition Document

Transcription

1 Chorus Library Management System (LMS) Service Definition Document An overview of the G-Cloud Service (functional, non-functional) Capita s market leading Library Management System (LMS) delivers robust enterprise software solutions to today s academic and public libraries. Our extensive suite of products delivers flexible, tailorable and innovative applications to ensure performance optimisation of efficient, progressive libraries. The software includes the full range of solutions that a library service requires in order to be able to offer: Staff interface which includes: o Circulation o Cataloguing o Acquisitions o Integrated bibliographic database o Interloans o Serials management o Reporting. Public Resource Discovery System which includes: o A highly customisable interface for your own branding o Sophisticated search and retrieval indexing to aid discoverability o Intuitive self-service My Account portal for end users o Mobile interface as standard. Chorus is Capita s fully hosted, next generation LMS, delivering significant cost savings to modern libraries. This product redefines the technical architecture of the library management system by allowing Capita to manage and maintain the core system, while still allowing for the flexible configuration libraries need to meet the needs of their users. The LMS is built on both IT industry and library industry standards, which ensures seamless interoperability with third party systems, such as (but not limited to) books suppliers (both physical and electronic), self-service kiosk providers, automated telephony systems, corporate websites, stock management analysis tools and PC booking providers. Additionally, our suite of APIs ensures integration of the LMS with corporate systems, such as finance systems, CRM systems, sports centre systems, epayment providers, citizen portals, etc. Chorus delivers all the benefits and features of Capita s Alto system, with all the maintenance overhead carried out by Capita. Chorus will also facilitate the integration that your library management software requires, including self-service, RFID, management information and integration with other systems, all without the need for any on-premise hardware. Capita s suite of LMS products is designed to help all libraries meet a series of challenges, including: improving the presentation of library assets, reducing costs and administration of procurement, monitoring physical and digital stock performance and communicating more effectively with users. Please see below for a diagrammatic representation of the Capita LMS:

2 Information assurance Capita s data centre hosting facilities are located within the UK. Capita can therefore guarantee that all data for the LMS will be located within the EEA, and will not be transmitted outside of the EEA. There are two data centres involved with the provision of Capita s services for the library. These are: Canary Warf, London Studley, Warwickshire. Impact Level (IL) at which the G-Cloud Service is accredited to hold and process information The Chorus LMS service is currently at IL0 due to the nature of the information the LMS holds; however, the environment is capable of providing services to IL2 and the LMS can be configured to utilise the IL2 environment if required subject to additional charges. Which public sector organisation granted this accreditation or whether this is pangovernment accredited (PGA). Not applicable. If the G-Cloud Service is not currently accredited please also indicate the target Impact Level (IL) at which you believe the G-Cloud Service is able to hold and process information The Capita Chorus infrastructure has not had a formal impact level assessment. However, Capita follows best practice security guidelines and penetration tests are carried out against the environment annually for which Capita are happy to disclose results with customers on request. Whether you hold a suitably scoped ISO27001 certificate for this G-Cloud Service. Our hosting supplier is certified to ISO 27001:2005. The certification scope is as follows: The management of information security in relation to the supply of data centre hosting, colocation, support and managed services. This is in accordance with the current version of the Statement of Applicability.

3 If this G-Cloud Service is not appropriate for accreditation please indicate why (i.e. IL0 services and most Lot 4 Specialist Cloud Services that do not include infrastructure, platform, or software) The Capita LMS complies with the standards required for data security as defined in UK legislation for the nature of the data that is contained within the hosted environment. All parties involved in the provision and management of the hosted service operate in accordance with ISO27001 standards and relevant server hardening. AV and patching policies are in place to protect the services from unauthorised access. All parties are also vetted to, at least, BPSS standards and all Capita employees, in accordance with Capita policies, are mandated to complete and pass data, security and fraud awareness training which is re-assessed on an annual basis. We therefore believe that our solution conforms to the controls and processes required under the PSN and that our Cloud facilities do not affect any local authority security policies. Details of the level of backup/ restore and disaster recovery that will be provided Capita s data centre provider deploys mirrored Storage Array Networks (SANs) for the provision of our services. Data is mirrored to a secondary off-site data centre. This ensures the data used by the virtual machines remains available in the event of a virtual machine failure, and is also available at the secondary site in the event of total unavailability of the primary data centre. Live data is stored on a highly resilient SAN. Should the whole primary data centre become unavailable, live services are switched to the secondary data centre, using the most recent SAN data snapshot. Data is synchronised between the primary and secondary data centres at least once every 24 hours and is an automated process. Capita adheres to the ITIL processes that facilitate it to develop, test, deliver, monitor, control and support the IT services. To guarantee the integrity and quality of data is maintained, we have strict configuration and change management processes to ensure that changes are documented and communicated to relevant parties. This process mitigates any risks that are identified with change and records impact on other areas of the system. From a database management perspective, regular consistency checks are undertaken to ensure the database manages data in an optimum way, thus reducing the risk of corruption. Daily off-site backups are taken to ensure that data can be restored in the event of a disaster. Copies of live data are also maintained at a second UK site which hosts a standby environment. In the event of a disaster at the main hosting facility, this environment can be re-purposed as a temporary live environment until normal service can be resumed at the main site. Capita tests its disaster recovery procedures at least once a year. During the on-boarding project, customers have requested specific DR tests for their environments as they move from a locally deployed library management system, to a cloud solution. Due to the isolated design of the cloud solution, we have incorporated these tests within the Go Live sign off, therefore the DR plans are in place and tested prior to the solution being made live. On-boarding and Off-boarding processes/ scope, etc. Capita has a wealth of experience in transferring customers from an on-premise LMS to a Cloud solution, after successfully migrating both existing and new customers to the cloud environment. The on-boarding process adheres to PRINCE2 standards to ensure that all the roles and responsibilities of the project are clearly defined. Capita will appoint a Professional Services Manager to each on-boarding process, who will be qualified to PRINCE2 standards. They will retain full responsibility for the LMS implementation and will work closely with the appointed

4 customer project manager to ensure that customer expectations are met. During project initiation there will be three kick-off meetings: The initial meeting will agree the ongoing governance of the project, a workshop which will involve the library authority capturing the requirements and a technical conference call with Civica which will confirm the technical scope. Following these meetings, Capita will document the agreed project approach and will feed this scope into an agreed implementation plan. Throughout the project lifecycle, the implementation plan highlights key milestones and project dependencies and is used to track and monitor progress. Checkpoint reports will be written to capture project progress. This report assigns a high level RAG status (red/ amber/ green) to each project milestone, identifying the key project activities, providing an update to outstanding actions and highlighting the key activities that will be undertaken in the next period. Together with a RAID log (risks, assumptions, issues and dependencies) the checkpoint report and project plan will be circulated to all stakeholders on a fortnightly basis. Project meetings will be held once a month to discuss progress. A detailed agenda will be circulated prior to each meeting and following each meeting the minutes will capture decisions and agreed actions. Throughout the project lifecycle, Capita will also arrange ad hoc conference calls, webinar s and workshops with the library team, as necessary. Following Go Live; there is a formal system verification stage to turnaround issues quickly and effectively. As part of system verification, we will arrange regular conference calls to walk through outstanding issues. The migration from on-premise to the cloud includes the following steps: o Data migration both bibliographic and borrowers o System setup and verification (including setup of VPN link) o Transfer to live service o Review and lessons learned. The data remains the property of the Customer at all times and at the termination of the contract the data will be returned at no additional charge, in CSV format. Service management details The Assist Managed Service ensures that Capita will undertake the administration of the LMS on behalf of the library. This service ensures the day-to-day running of the LMS is maintained by Capita s specialist Assist Managed Service team. Capita will: Undertake all software upgrades to the LMS system The upgrades will include upgrading the operating systems, database and Capita software when appropriate. Ensure that OPAC indexes are being kept up-to-date. Update the operating schedule as instructed by the Customer s staff and ensure the required house-keeping jobs are being run successfully. Recover the database from the security dumps in the event of a serious failure with the assistance of the Customer s staff to load the appropriate security tapes if required. Manage the recovery of loan transactions from the backup devices with the assistance of the library authority circulation staff. Plan and implement any changes to notifications and management information reports in consultation with the library authority. Plan parameter names and rules for application maintenance in consultation with the library authority. Run financial year rollover with the assistance of the library authority s acquisitions staff.

5 The Capita Professional Services Manager remains as a point of contact following transition. The on-boarding process will continue to be available on a day-to-day basis in the unlikely event that any support cases require escalation. As part of the Assist Managed Service we will have regular conference calls to review all support cases that are in progress. These ICM (intensive case management) meetings review all service requests, work orders, change requests, incidents and problems and provides you with the opportunity to discuss any further queries with us. A monthly statement will be distributed to customers detailing current active cases and all cases that have been progressed and closed over the period. This report will also provide information on operational capacity; availability and security backup success. All changes made to the LMS system, whether hardware or software related, will be made using the standard Capita Assist Managed Services change control process; this has been written in accordance with ITIL standards. A request for change is submitted for approval for all hardware or software changes. For standard (low risk) and normal (work as usual) change approval will be sought at least two weeks prior to the intended change. If necessary, a Change Advisory Board or Emergency Change Advisory Board will be set up to discuss the impact of the change so that all stakeholders are able to make an informed decision. Service constraints (eg, maintenance windows, level of customisation permitted, schedule for deprecation of functionality/ features, etc.) The service level agreement states an uptime availability of 99.5%, which is exceeded currently. We have a reserved maintenance window of 6:00 to 6:30 each Monday, however this is rarely used. On the occasions the maintenance window is invoked, then notification of at least five working days is sent to all customers. Capita will provide a 12 month notice period of the depreciation of any functional areas of the LMS, and will provide detailed documentation (both technical and operational) of the alternatives that have been put in place for the depreciation of that functionality. Service Levels (eg, performance, availability, support hours, severity definitions, etc.) All incidents, queries, change requests, service requests and automated events are logged through the Capita Help Desk via phone, or the Support portal. All cases logged will be acknowledged within one hour and progressed according to priority. Support cases are prioritised on business impact, in agreement with the library authority. Major: Major impact on business or major impact on multiple users. High: High impact on business across multiple users or medium impact in a distinct functional area. Medium: Medium to low impact on some functional areas. Low: Low impact on a functional area. Under the Capita managed service, the help desk opening hours are: Monday to Friday: 8:30 to 20:00 Saturday: 9:00 to 16:00 Sunday: 9:00 to 16:00 With the exception of English public holidays, when the help desk will be closed. Operational support for our servers is available 24 hours a day, 7 days a week, 365 days a year outside of regular and planned maintenance windows. A regular 30 minute maintenance window every Monday morning is reserved. Other maintenance periods for specific tasks will be agreed between Capita and Civica.

6 The overall aim of the help desk incident management is to respond and resolve the incident effectively, to the satisfaction of the Customer. Reoccurring incidents and known errors are handled under our problem management process. Cases will be escalated to our Application Specialists and scheduled according to priority, in accordance with our Change Management process. The help desk acts as the single point of contact to our customers. Cases are regularly updated by the Capita Support team. Civica can check on progress by viewing the case notes on the portal or by contacting the Support team directly by phone or . Capita s escalation process is invoked when the priority of a case changes to become High or Major or if a customer reports that an incident has not been progressed or resolved to their satisfaction. To escalate a case, customers update cases directly in the portal, phone or the Support team or contact the Support Team Lead directly. In the unlikely event that a customer is not happy with the service Capita is providing, then the Professional Services Manager should be contacted Financial recompense model for not meeting service levels Not applicable. Training Training prior to Go Live: Capita has a wide range of training courses available, split into modules that cover the usability aspects of the library management system. For new clients we will allocate a number of days training in the contract (dependent on the requirements). In our experience, this is sufficient to train frontline library staff (via a train-the-trainer approach) and staff responsible for specialist areas, such as acquisitions, budgetary control, serials inter-library loans, etc. During the project initiation stage, we will provide you with a booklet outlining the Capita training courses available. A detailed training plan will be drawn up to include all the courses that you wish to attend. Our approach to circulation training is to provide a detailed two day classroom based course, to staff responsible for cascading their knowledge to their colleagues. The Capita specialist trainer will prepare, with the support of the library authority, a test pack of cards. Our trainer will use these cards to conduct the training, walking staff through all areas of functionality required. To support this training course, there is a comprehensive user guide, which is available to all staff. In addition to the user guide, the training notes and cards used by the Capita training specialist will be available to staff who attended the session. Capita will continue to support the group of trainers by providing advice and guidance throughout the cascade training phase. Ongoing training support Following the implementation of the library management system, we recommend that additional days are scheduled for classroom training at the Customer site. This will cover acquisitions and circulation, giving staff the opportunity to focus on specific issues they have encountered and acquire more information/ clarity in complex areas. This training will be provided as part of the training allocation, at no additional cost. Software upgrades Documentation outlining changes available and a video that walks staff through the changes made. This training is provided at no additional cost.

7 Regular webinar s and classroom training are scheduled throughout the year, walking staff through the usability aspects of our products. Our monthly newsletters provide information on when training is scheduled. On request, we can also put together bespoke webinar s and classroom training as per library staff requirements. For this service, there is a restriction on the minimum number of participants and it is chargeable based on requirements. Ordering and invoicing process Orders should be placed via or letter and a payment profile for each customer will be agreed as part of the contract. Payment terms are annually in advance. Capita will invoice the Customer directly, all sums invoiced are due within 30 days of the date of Capita s invoice. Termination terms A twelve month notification period is required to terminate the Capita LMS Data restoration/ service migration Capita has extensive monitoring in place to pre-empt and prevent the need for data restoration or the migration of the service. This monitoring forms part of our Assist Managed Service and therefore is the responsibility of Capita to inform the Customer of any disruption to the service. This will be either by phone or , dependent on the level of disruption. Our hosting provider will restore their core infrastructure systems first (HIGH). In the event of a high priority incident, our SLA with the hosting provider states they will inform us of an outage. In the event they do not, a high priority call is made to the dedicated support staff to investigate the hosted outage. A support case will be raised within our support logging system and the Customer will be informed. Capita will ask for their management layer to be restored followed by customer production Database and Application systems (MEDIUM). Our call logging system will be updated with all progress and automated update s will be sent to the Customer. Pre-production, Test, Development and Reporting services will be restored as time permits (LOW). Timeframes will be outlined in the call logging system. Capita can recover from a major data loss in less than four hours. It is assumed that data loss does not mean a loss of service so data will be recovered from snapshot backups. The data recovery process involves starting an additional machine from the snapshot, enabling data validation before recovery. This is a significant benefit of virtualisation and cloud systems. The additional machine is started in the Customer s ring fenced network and does not violate any security systems within the network. Customer responsibilities; The Capita Chorus Cloud solution is designed to remove the need for the day-to-day management of either servers or the administration of the LMS. However, the Customer is still required to provide the following: A mutually agreed schedule for change controls with Capita in relation to upgrades and configuration changes as required. Maintenance of the necessary networks for the use of application hosting, permitting access to the hosted service via the IPSec LAN to LAN VPN tunnel. Maintenance of the client devices, including all software components installed to support access to the hosted services. Maintenance of the necessary Software Licence Agreements for the use of the LMS and associated products.

8 Capita will liaise directly to resolve technical issues with third party software, included in our Partner Programme: ( As part of this agreement. It is the responsibility of the Customer to progress any issues with third party applications that fall outside of the Capita Partner Programme. If charges are incurred for the use of these applications, then the Customer will be responsible for paying these charges. Full details of all the Customer responsibilities will be outlined in the Service Level Agreement, which is agreed as part of the on-boarding process. Technical requirements (service dependencies and detailed technical interfaces, eg, client side requirements, bandwidth/ latency requirements etc) The staff interface provides a single graphical client that fulfils all library operations. The expected bandwidth requirement to operate the staff interface within a hosted environment is 256Kbit/s with a latency of 60ms. The upgrading of the clients is completed by an MSI file that can be pushed out to workstations automatically using any standard deployment software (such as MS Active Directory). The staff interface can connect to the Cloud hosted LMS via either the VPN or a thin client solution and Capita also has a web enabled version of the staff interface for mobile usage. Access for the public for the Resource Discovery System is via a web browser and all major web browsers are supported, including (but not limited to): Internet Explorer Mozilla firefox Safari Chrome Opera. Details of any trial service available. Capita has a trial service available on a test database. This service can be commissioned on request.