G - Cloud Service Definition IT Infrastructure Monitoring And Helpdesk

Transcription

1 IT Professional Services G - Cloud Service Definition IT Infrastructure Monitoring And Helpdesk Registered Office: Technium Springboard Centre, Llantarnam Park Cwmbran Newport, South Wales. NP44 3AW Registered in the UK Company No: Date : 28/03/14

2 Table of Contents Service Overview... 3 Infrastructure Monitoring... 3 Outsourced IT Helpdesk... 3 Training... 4 Customer Responsibilities and Technical Requirements... 4 Ordering Process... 4 Invoicing and Payment Terms and Conditions... 5 Information Assurance... 5 Aspects of G-Cloud Not Applicable to this Service Definition.... 5

3 Service Overview Oritor Services, specialists in IT infrastructure projects are pleased to offer monitoring and helpdesk services to organisations that have critical IT infrastructure support needs. The cloud based service uses state of the art applications that monitor all elements of the organisation s IT systems 24/7 and instantly report not only outages but parameter set measurements to ensure alerts are raised prior to reaching a break point within the network. Helpdesk services that supplement organisations own support operations or one which is established from an initial requirement basis can also be delivered as described below. The services can be procured either on a collective or individual basis. Infrastructure Monitoring Structured around the SNMP protocol, or installable agents, the monitoring service not only checks for keep alive type of responses but delves deeper into measurements of disc space usage, network availability, update status, power status alarming and much more. An service then supports this service sending s and making automated calls to a defined number of personnel to action remedy. Proactive monitoring of complex IT infrastructures is carried out via a network of cloud based systems. The support processes prescribe resulting actions from the diagnosed fault, which are implemented and escalated as defined by each customer process. Incident and problem management, performance monitoring and reporting, configuration monitoring and service reporting are all included within this service offering. Outsourced IT Helpdesk The service can either be used to supplement existing in-house help desk operations or Oritor Services can provide full outsourced help desk services including remote diagnostics, fault isolation and resolution if required. The service desk provides a 24/7 Single Point of Contact (SPOC) giving you peace of mind that dedicated support engineers are monitoring and managing your infrastructure directly. Irrespective of whether incidents are proactively monitored or reactively reported, the SPOC will take full ownership of call logging, diagnosis and progressing faults up to point of an agreed solution.

4 Training The nature of the above services may not lead to formal classroom training there could be elements of mentoring or knowledge transfer during establishment of the various services and would be undertaken by technical resources. Customer Responsibilities and Technical Requirements As the services detailed above are bespoke to the client customer responsibilities and technical requirements may differ from client to client. However certain aspects of these criteria are likely to exist in most client situations: Customers should expect to share extensive details of their requirements in the form of an agreed Scope of Services that could then be utilised as evidence by both parties that the agreed deliverables being maintained. Oritor Services approach is very much one of an engaging team consisting of members of both parties contributing to an agreed outcome of support services. Technical requirements could be more defined on a project by project basis but typically some form of secure remote access will be required in order to deliver the monitoring and/or helpdesk services. As the services being provided will require interfacing of Oritor Services facilities to the client s infrastructure full co-operation and access to the relevant technical documentation would be essential. Ordering Process Due to nature of the above services the ordering process may vary dependent on the services to be undertaken although in most cases the following may well be applicable but not mandatory. Initial discussions with the client would define the key elements of the service to be delivered to an extent that the service could be defined and documented as a Scope of Service which could include an element of exploration/consultancy. The agreed Scope of Service would be drawn up and that document would form the deliverables to be ordered from the client. Due to the range of potential variation of service a minimum requirement would require the client to place a purchase order with Oritor Services or where applicable a detailed contract may be required to be drawn up between both parties. The Scope of Service would include all relevant elements such as SLAs, escalation processes, reporting and review and improve analysis.

5 Invoicing and Payment Terms and Conditions In order to meet the variety of services above Oritor Services will have various invoicing and payment terms applicable to the service provided, but in general the categories would fall into one of the following: Initial Consultancy and Service Design Number of days agreed in advance, billable and payable either at defined stages or conclusion of the project, usually dependent on duration of engagement. Infrastructure Monitoring - billable and payable in advance. Helpdesk Support billable and payable in advance. Payment terms are defined in Terms and Condition Definition. Information Assurance As the services described above to be delivered by Oritor Services are categorised as Specialist Cloud Services, indeed Service Integration and Management Service no accreditation exists for such services at present. Aspects of G-Cloud Not Applicable to this Service Definition. As the proposed services in this definition fall into the SIAM section of SCS category certain elements of the G-Cloud criteria would not be applicable : Data backup and restore whilst this may be part of a design or deployed system the actual activity is more likely to be performed by the end user or a provider of cloud based systems as part of the overall solution. Due to the nature of the services above trial services would not be applicable.