G-CLOUD FRAMEWORK SERVICE DEFINITION. Hybrid Cloud Architecture Review Service Proposal

Transcription

1 G-CLOUD FRAMEWORK SERVICE DEFINITION Hybrid Clud Architecture Review Service Prpsal ISSUE 1 21/03/2014

2 Table f Cntents 1 SERVICE OVERVIEW & SOLUTION INFORMATION ASSURANCE BACKUP/RESTORE AND DISASTER RECOVERY PROVISION ON-BOARDING AND OFF-BOARDING PROCESSES INTRINSIC SECURITY SERVICE MANAGEMENT DETAILS Technical Bundary Supprt Bundary User Authrisatin and Rles General Supprt details SERVICE CONSTRAINTS SERVICE LEVELS FINANCIAL RECOMPENSE TRAINING INVOICING PROCESS TERMINATION TERMS DATA EXTRACTION /REMOVAL CRITERIA DATA PROCESSING AND STORAGE LOCATION(S) DATA RESTORATION / SERVICE MIGRATION CUSTOMER RESPONSIBILITIES TECHNICAL REQUIREMENTS BROWSERS DETAILS OF ANY TRIAL SERVICE AVAILABLE COMMITTED TO SUSTAINABLE DEVELOPMENT INTENT, PURPOSE AND BEST PRACTICE ICT Strategy Plicy Cmpliance Page 2

3 1 SERVICE OVERVIEW & SOLUTION The Intrinsic Hybrid Clud Architecture Review prvides a pre-packaged fixed scpe cnsultative service t review a current r prpsed Hybrid Clud envirnment and deliver a revised and externally validated high level architectural design. This service delivers advice and guidance n the suitability, migratin and transfrmatin f yur existing IT Cntact Centre landscape t Clud services facilitated thrugh packaged wrkshps and engagements. These services are designed t supprt Public Sectr entities meet their bligatins under the Digitalby-Default Strategy and "Clud-First" plicy when seeking supprt in the prductin f Business Cases and/r when cnsidering hw t identify Assets that can be transitined thrugh migratin frm legacy t Clud slutins. Implementing a new Hybrid IT r Hybrid Clud, r migrating t such a new envirnment, can bring real business benefits t yur rganisatin. Hwever, it is nt simply a case f switching n the Clud based alternative and turning ff what yu already have. What is it yu are hping t achieve, and is mving t the Clud the right slutin? Hw wuld yu measure that success? Culd yu deliver yur aspects f yur IT frm an ff-premise lcatin in the Clud? If yu culd, hw wuld yu migrate t that new envirnment and hw wuld it then wrk fr yur business? D yu migrate all f what yu have r just sme f it? Can yur current envirnment c-exist with a Clud based alternative? Intrinsic s Hybrid Clud Architecture Review allws yu t get the answers t these questins. Using ur experienced cnsultants we will take yu thrugh a prcess f assessing what yu currently have, understanding yur requirements, and will create a business reprt that articulates hw yu culd achieve yur gals with a Clud based deplyment. The reprt will als highlight where yur current envirnment culd be imprved. The slutin culd be a Private Clud deplyment dedicated t yur business, a Public Clud deplyment leveraging an existing multi-tenant platfrm, r may recmmend that yu simply need t upgrade and better manage the envirnment yu already have. And f curse, it may well be that a cmbinatin f the abve is the right slutin fr yu. Depending n the size f yur rganisatin, yur clarity f requirements, and the gals yu wish t achieve, a Clud Readiness Assessment can take varying amunts f time. T make it simple we ffer 3 fixed engagement mdels t get yu started: Wrkshp; Quick Wins; Pilt. Wrkshp is a 2 day engagement. 1 day nsite meeting key stakehlders and 1 day ffsite cllating infrmatin t prduce a shrt Findings Reprt. It is aimed at sliciting wider business buy in t the initiative and t give a headline view f the viability f a Hybrid envirnment as a platfrm fr yur rganisatin. The wrk wuld be dne using cnsultants knwledgeable in yur current n premise deplyed slutin and als experienced in Clud based deplyments s that the right slutin and migratin paths are cnsidered. This engagement may well recmmend ne f the Clud Readiness Assessment ffering we have available t fcus in n specific areas f yur rganisatin s IT in its ptential adptin f Clud. What will Intrinsic prduce? Intrinsic will deliver cnsultancy expertise bth n and ffsite. There will als be the fllwing deliverables: Interviews and/r discussins with key stakehlders Findings Reprt shwing requirements, prpsed slutin, recmmendatins, and indicative csts Hw lng will it take? This is a fixed 2 day engagement as fllws: Day 0 Offsite Prir t cmmencing the wrk the team wuld call the custmer t agree the dates and lgistics fr the engagement Day 1 Onsite Page 3

4 Initial day t meet the key stakehlders t discuss the cncepts f the Clud slutin and current envirnment and t capture the tp level custmer gals. The aim is t identify the key stakehlders and ensure there is a cmmn understanding f the business gals and required utcmes and als the level f engagement needed Day 2 Offsite Cllatin f infrmatin gathered frm the wrkshp and/r questinnaires Create Findings Reprt and quality check and issue The reprt will be fundamental t the next stage business case fr the custmer What will Intrinsic need frm the custmer? Intrinsic will need the custmer t d the fllwing: Assemble the right stakehlders t the key initial meeting Respnd t the interview/discussin questins and/r questinnaires Make all data that is requested available (where reasnable t expect it t be prvided) Quick Wins is a 5 day engagement. And builds n the Wrkshp with an additinal 2 days nsite lking at what yu already have and an additinal 1 day ffsite t define a Hybrid prf f cncept slutin that culd be run t capitalise and identify n Quick Wins fr yur rganisatin. The wrk wuld be dne using cnsultants knwledgeable in yur current n premise deplyed slutin and als experienced in Clud based deplyments s that the right slutin and migratin paths are cnsidered. This engagement may well recmmend ne f the Clud Readiness Assessment ffering we have available t fcus in n specific areas f yur rganisatin s IT in its ptential adptin f Clud. What will Intrinsic prduce? Intrinsic will deliver cnsultancy expertise bth n and ffsite. There will als be the fllwing deliverables: Interviews and/r discussins with key stakehlders Questinnaires fr data capture Findings Reprt shwing requirements, prpsed slutin, recmmendatins, and indicative csts Plan fr the recmmended next stage Hw lng will it take? This is a fixed 5 day engagement as fllws: Day 0 Offsite Prir t cmmencing the wrk the team wuld call the custmer t agree the dates and lgistics fr the engagement Day 1 Offsite Preparatin t create the required data capture questinnaires Day 2 Onsite Initial day t meet the key stakehlders t discuss the cncepts f the Hybrid slutin and current envirnment and t capture the tp level custmer gals. The aim is t identify the key stakehlders and ensure there is a cmmn understanding f the business gals and required utcmes and als the level f engagement needed Day 3 Onsite Page 4

5 Supprting cmpletin f the questinnaires Lking at the current envirnment cnfiguratin and design Lking at current issues with the current envirnment Day 4 Onsite Cntinued infrmatin cllectin frm questinnaires and current envirnment Day 5 Offsite Cllatin f infrmatin gathered frm the wrkshp and/r questinnaires Create Findings Reprt and quality check and issue The reprt will be fundamental t the next stage business case fr the custmer What will Intrinsic need frm the custmer? Intrinsic will need the custmer t d the fllwing: Assemble the right stakehlders t the key initial meeting Respnd t the interview/discussin questins and/r questinnaires Make all data that is requested available (where reasnable t expect it t be prvided) Pilt is a 10 day engagement. 7 days nsite wrk meeting key stakehlders and gathering as much infrmatin abut yur current envirnment, requirements, and gals. 2 days ffsite writing a reprt fllwed by a final 1 day nsite t present and discuss the findings and recmmendatins. This is aimed at prviding yur rganisatin with a clear sense f directin and plan with articulated quantifiable benefits fr a full migratin t a recmmended Hybrid deplyment mdel. The wrk wuld be dne using cnsultants knwledgeable in yur current n premise deplyed slutin and als experienced in Clud based deplyments s that the right slutin and migratin paths are cnsidered. This engagement may well recmmend ne f the Clud Readiness Assessment ffering we have available t fcus in n specific areas f yur rganisatin s IT in its ptential adptin f Clud. What will Intrinsic prduce? Intrinsic will deliver cnsultancy expertise bth n and ffsite. There will als be the fllwing deliverables: Interviews and/r discussins with key stakehlders Questinnaires fr data capture Findings Reprt shwing requirements, prpsed slutin, recmmendatins, and indicative csts. It will likely include, r make reference t: Hybrid Envirnment SWOT (Strengths, Weaknesses, Opprtunities, Threats) assessment Overview f peratinal and security risks and mitigatin strategies Overview f financial impacts f different appraches based n utilisatin and technlgy chices Review f alignment with current industry best practice Assessment f technical effectiveness f prpsed r current mdel, identifying pprtunities fr imprvement Review f peratinal supprt mdel, including 3 rd parties t recmmend n verall effectiveness f Clud service delivery Plan fr the recmmended next stage Hw lng will it take? Page 5

6 This is a fixed 10 day engagement as fllws: Day 0 Offsite Prir t cmmencing the wrk the team wuld call the custmer t agree the dates and lgistics fr the engagement Day 1 Offsite Preparatin t create the required data capture questinnaires Day 2 Onsite Initial day t meet the key stakehlders t discuss the cncepts f the Clud slutin and current envirnment and t capture the tp level custmer gals. The aim is t identify the key stakehlders and ensure there is a cmmn understanding f the business gals and required utcmes and als the level f engagement needed Days 3 thru 7 Onsite Supprting cmpletin f the questinnaires Lking at the current envirnment cnfiguratin and design Lking at current issues with the current envirnment Days 8 & 9 Offsite Cllatin f infrmatin gathered frm the wrkshp and/r questinnaires Create Findings Reprt and quality check and issue The reprt will be fundamental t the next stage business case fr the custmer Day 10 Onsite Present Findings Reprt and make final minr mdificatins if needed What will Intrinsic need frm the custmer? Intrinsic will need the custmer t d the fllwing: Assemble the right stakehlders t the key initial meeting Respnd t the interview/discussin questins and/r questinnaires Make all data that is requested available (where reasnable t expect it t be prvided) We ffer a range f cmplementary specific Clud Readiness Assessment services as fllws t prvide a hlistic apprach t Clud adptin: Unified Cmmunicatins Cntact Centre Virtual Desktp Data Centre Server Data Centre Strage Netwrk Where necessary and relevant t the scpe f engagement agreed with a client, Intrinsic is able t ffer access t CLAS cnsultants with specific dmain experience. Use f this specialist resurce will be by reference t the SFIA rate card. Page 6

7 2 INFORMATION ASSURANCE As this service des nt include the prvisin f an applicatin r infrastructure service, ur infrmatin assurance plicies and prcedures relate t the exchange and handling f data such as business cases, requirements, designs and implementatin plans. All resurces are rigrusly vetted and checked fr prfessinal accreditatins/certificates and all sign nn-disclsure agreements when prviding prfessinal services t reassure custmers that they are receiving the highest levels f integrity and service prvisin. Intrinsic undertakes t manage cmpany equipment and prvide sufficient gvernance t assure the integrity f thse devices used. When there is a need t deliver material t a custmer, data will be delivered using apprpriate secure cmmunicatin methds, as pre-agreed with the custmer. Whilst clud related prfessinal services are nt the subject f an explicit Business Impact Level, ur rganisatin hlds ISO27001 certificatin cnsidered equivalent t ITIL2. Our resurces hwever are capable f prviding supprting services t ITIL3+ where reliability, availability, maintainability and security cnsideratins in missin critical envirnments is a key cncern t prvisining frnt-line public sectr services. 3 BACKUP/RESTORE AND DISASTER RECOVERY PROVISION All material gathered in the prcess f undertaking service requirements and stred n cmpany laptps, tablets, etc. is subject t autmatic backup prcedures as detailed in ur standard wrking practice dcuments. Access t ur Business Cntinuity Plan will be prvided t custmers wh have specific requirements in this area. 4 ON-BOARDING AND OFF-BOARDING PROCESSES On-barding is simple and described in the Day 0 task list earlier. Off-barding is als simple and cnsists merely f the prvisin f the Findings Reprt t the custmer. 5 INTRINSIC SECURITY The Intrinsic cmpany-wide infrmatin security plicy cvers the fllwing pints: Intellectual Prperty Rights Cnfidential Infrmatin Data Prtectin / encryptin Internet and intranet use , instant, text, twitter and ther electrnic message cntrls Strage, remval and sharing f cnfidential data Crprate Access cntrls On-site security integrity Data encryptin All assciates must cmply with the relevant laws and regulatins when using the internet r electrnic messaging n behalf f the cmpany, whether n r ff site. Prject security management prcedures cver: Page 7

8 Familiarity and adherence t custmer security prcedures Assurance that ur security plicies are acceptable t the custmer The checking f devices used in service implementatin, with passwrd and prt cntrls activated Intrductin f measures t re-assure custmer, shuld data integrity and security cncerns arise Implementatin f cntrl measures fr access t restricted and sensitive data 6 SERVICE MANAGEMENT DETAILS 6.1 Technical Bundary There are n bundaries as ur services d nt require assciatin with the custmer s technical infrastructure. 6.2 Supprt Bundary Based n principles cntained within ITIL, we supprt ur deplyed resurces with access t knwledge based repsitries that prvide guidance and supprt t them when reviewing custmer s envirnments. We have relatinships with key vendrs that enable us t infrm custmers abut specific technlgy cncerns and technlgy radmaps that enable ur resurces t prvide up-tdate advice and guidance n achieving utcmes. Our staff regularly underg training and awareness curses t maintain awareness f new innvatins clud service prvisin and design as well as t maintain the current and future advisry services standards. The service bundary is limited t the resurces deplyed but custmers shuld be assured that resurces advising have access t knwledge repsitries that enable them t deliver n the business bjectives fr which they have been engaged. 6.3 User Authrisatin and Rles There are n specific requirements related t this service. 6.4 General Supprt details Escalatin prcedures are built in t existing cntract and service management systems, with impact analysis f incidents as required by the custmer, as part f the basic prcess, against cntract and SLA specific criteria. Incident handling prcesses and escalatin prcedures require a review f definitins f an incident, assignment f severity and pririty, which may change bth in relatin t time, business and custmer need. 7 SERVICE CONSTRAINTS There are n specific requirements related t this service. 8 SERVICE LEVELS There are n specific requirements related t this service. Page 8

9 9 FINANCIAL RECOMPENSE There are n specific requirements related t this service. 10 TRAINING N additinal training is required as part f this service. 11 INVOICING PROCESS This service is inviced t the custmer mnthly in arrears f service being delivered. 12 TERMINATION TERMS There are n specific requirements related t this service. 13 DATA EXTRACTION /REMOVAL CRITERIA There are n specific requirements related t this service. 14 DATA PROCESSING AND STORAGE LOCATION(S) Management data is stred in Haydck, UK. N data is transferred ut f the UK as part f this service. 15 DATA RESTORATION / SERVICE MIGRATION In the event a degradatin f service, which in this service mdel wuld impact Intrinsic s ability t use its clud management tls t deliver service t the custmer, Intrinsic will migrate service delivery t its secndary perating lcatin in rder t restre service. All management data cllected in either lcatin will remain available t Intrinsic and the custmer thrughut, but data will nt be migrated between lcatins as this delivers n peratinal benefit in the cntext f this service. 16 CUSTOMER RESPONSIBILITIES The custmer respnsibilities are utlined in the engagement descriptins abve. 17 TECHNICAL REQUIREMENTS There are n specific requirements assciated with the prvisining f this service. 18 BROWSERS There are n specific requirements assciated with the prvisining f this service. 19 DETAILS OF ANY TRIAL SERVICE AVAILABLE Trial and prf f cncept services may be cnsidered at Intrinsic s discretin and will be the subject f discussin thrugh prcess f engagement. Page 9

10 20 COMMITTED TO SUSTAINABLE DEVELOPMENT The management and all wh wrk at Intrinsic are cmmitted t the care f the envirnment and the preventin f pllutin. There are a number f Acts f Parliament, Statutry Instruments and EU/EC Directives that aim t ensure ecnmic activity is nt harmful t the envirnment and that wrking practices and actins are carried ut in a sustainable manner. Awareness f the impact f industrial and ecnmic activity is a high pririty fr everyne at Intrinsic, and we are aware that cmpanies ding business tday are required by applicatin f best practice t ensure that their wrk minimises r reduces the envirnmental impact, and is sustainable in the lng term. 21 INTENT, PURPOSE AND BEST PRACTICE Ensuring Intrinsic can cntrl its significant impacts n the envirnment, the fllwing principles are applied t all business activities: Generate a sense f respnsibility fr the envirnment amngst staff, agents and representatives f Intrinsic at all levels, shall be fstered. Prvisin f apprpriate and adequate envirnmental awareness and training fr all staff. The envirnmental impact f all new activities, prducts and prcesses, including assessment f the envirnmental perfrmance f suppliers, shall be undertaken. The impact f current activities n the envirnment under Intrinsic s direct cntrl shall be assessed and mnitred, and any significant impact f these activities n the envirnment in general, shall be examined. Measures necessary t reduce, prevent r eliminate pllutin reduce energy cnsumptin, and the impacts f travelling and fuel cnsumptin are applied. A prcess f recycling f cnsumables and the reductin f paper and ther recyclable materials has been implemented in rder t minimise the generatin f waste. Measures necessary t prevent accidental emissins f materials r energy are fllwed. Mnitring prcedures have been established and applied, t check cmpliance with the envirnmental plicy. Prcedures and actins are fllwed in the event f detectin f any nn-cmpliance with this plicy, its bjectives r targets, are established and updated. Apprpriate advice will be prvided t custmers n the relevant envirnmental aspects f the handling, use and dispsal f the prducts installed, perated and supprted by Intrinsic are prvided. Prvisins will be made t ensure that cntractrs/agents wrking n behalf f Intrinsic Technlgy apply envirnmental practices, equivalent t this plicy. When wrking at and with custmer premises and equipment, the custmer s EMS plicy requirements will be fllwed wherever apprpriate. Our Data Centre Partners are cmmitted t staying ahead f the Data Centre efficiency curve. We believe it is ur duty t d all we can t try and reverse the effect ur business is having n the envirnment. In rder t d this we participate in initiatives such as carbn ffsetting alngside implementing the latest technlgies t increase pwer efficiency. This will reduce ur carbn ftprint and demnstrates ur cmmitment t making a cntributin twards the larger picture f prtecting the envirnment. By wrking with us, yur cmpany will als be clser t becming carbn neutral. Page 10

11 CARBON OFFSETTING We have a cmmitment t plant 100 trees each year thrugh Carbn Managers and have dne s since Carbn Managers partner with a range f businesses t plant trees n their behalf in rder t ff-set carbn emissins. They are currently planting trees in the Alladale reserve in the highlands f Sctland. By cntributing t this scheme we are helping t restre the area t its natural beauty by returning the ancient Scttish wdlands t their frmer glry. A Number f research prjects and even species re-intrductin prgrammes have been implemented in the area, all f which have benefited frm the additinal trees. Our cmmitment t the Trees 4 Business Campaign is published in a public register which can be viewed here. Our green initiatives dn t just stp at planting trees; whenever we build a new Data Centre we make sure we are installing nly the mst energy efficient technlgies. ENERGY EFFICIENCY Our Airdale water cled chillers, fr example, typically save 35% f the energy used by a cnventinal air-cled liquid chiller. These water cled chillers use a free-cling cycle t reduce the need fr mechanical cling, thus significantly reducing the energy cnsumptin and carbn emissins f each air cn unit. By delivering energy efficiency f up t 98%, the 80-NET UPS system helps us t reduce perating csts ver the life f the UPS system. In additin, the unique UPS system tplgy prpsed by Chlride s system designers nt nly helps the envirnment but als leads t significant energy savings, which we can pass n t ur custmers. 22 ICT Strategy Plicy Cmpliance Intrinsic is cmmitted t supprting the UK Gvernment s aspiratins and bjectives t imprve bth the image and perfrmance f services prvisined thrugh ICT resurces. Page 11