Service Catalog. it s Managed Plan Service Catalog

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1 Service Catalog it s Managed Plan Service Catalog 6/18/2012

2 Document Contents Contents Document Contents... 2 Overview... 3 Purpose... 3 Product Description... 3 Plan Overview... 3 Tracking... 3 What is Included in All Plans... 4 What is NOT Included in ANY Plan... 5 Onsite Support Requirements... 5 Onsite Engineers... 5 Client Requirements... 6 Management Software Support... 7 Monitoring Software Support... 7 Service Plan Change Control... 8 Overview... 8 Change Request Form... 8 Plan and Personnel Change Request Process... 9 Service Delivery Overview Implementation ITIL V3 Best Practices ITIL Service Definitions ITIL Service Definitions, Continued ITIL Service Definitions, Continued Service Level Management Process Capacity Management Process Availability Management Process Change Management Process Knowledge Management Event Management Bronze Plan Event Management Silver & Gold Plans Event Management Platinum Plan Incident Management Process Problem Management Process Request Fulfillment Process Access Management Process of 26

3 Overview Purpose The purpose of this document is to clearly identify the global service structure for it s Managed service plans. Individual device coverage is addressed in separate documents for each supported device type. Product Description The it s Managed service offering provides Network Operating Center (NOC), systems management and technical support services for Information Technology systems. Plan Overview The table below identifies what the differences between plans are. Note that third party applications are considered anything other than the core operating system of the device. Description Bronze Silver Gold Platinum Unlimited Support Not 8AM - 8PM 8AM - 8PM Hours Included EST M-F EST M-F 24x7 Unlimited Remote and Onsite Device Service Third Party Applications Support & Remediation Not Included Not Included Remote Only Included Included Not Included Included Included NOC monitoring 24x7 24x7 24x7 24x7 NOC Tools Included Included Included Included Tracking Service plans are assigned by device. Each device is given a unique asset tag for identification in our support systems. In the event that a system is comprised of multiple devices and requires support, Republic Voice & Data will determine the root cause of the incident and assign the support to that device. 3 of 26

4 Overview, Continued What is Included in All Plans All of our managed services plans provide the following software and services (for the devices selected to be included in the plan). Software Desktop and server Antivirus (Windows, Mac) Google antispam and pooling (Desktops/Laptops) Network monitoring (Servers and Infrastructure w/snmp) Network management (Windows and Mac) Services Operating system patch management (Windows Only - baseline security analyzer) Patch testing and approval service (Windows Only) Server reboots (Automated Only) Disk defragmentation (Automated Only) Disk error scans and repair (Automated Only) DNS cache clearing (Automated Only) NOC and management tools administration Rebuild of devices that lose configuration after warranty repair work is conducted (per plan overview labor types) Report generation and review o Executive Summary Report Budget assistance to include warranty renewal costs and improvement recommendations Technology improvement recommendations 4 of 26

5 Overview, Continued What is NOT Included in ANY Plan The following section identifies services that are NOT included in any it s Managed plan. These items can be completed by our Professional Services team on a fee basis. Application version upgrades (i.e. Microsoft Office, Exchange, etc.) Operating system version upgrades System rebuilds (other than those required for support as identified in device specific service catalogs) Hardware repair Hardware upgrades Hardware relocation Installing or removing applications New hardware implementations or replacements Peripheral support other than supported host operating system driver related issues o Examples of scenarios not covered by any plan Battery backup needs to be replaced Printer toner needs to be changed USB hard drive needs to be replaced Custom report design Custom monitoring synthetic transactions or dashboards Onsite Support Requirements This section identifies limitations of onsite support and client requirements. When onsite support is performed by Republic Voice & Data, a client representative must be present at the requested facility. Onsite support is available only to corporate sites identified as having permanently located supported devices. Onsite Engineers Onsite engineers (when added to a plan) will perform any required work that is within their skillset. Work that is outside their skillset must be requested from Republic Voice & Data so an appropriate engineer may be assigned. Skillset levels are defined as: Level Supports desktops, smart phones and printers Level 2 Supports level 1 plus servers, NAS, layer 2 networking and websites Level 3- Supports level 2 plus layer 3 networking and SANs. 5 of 26

6 Overview, Continued Client Requirements This section identifies items that our clients must do to ensure that we can perform the services for it s Managed plans. Provide local and remote administrative access to all covered systems Provide local access to facilities for onsite support Provide complete information on each site to include technical contacts, approvers, etc. (this information is requested upon implementation) Provide a complete list of users that are to have access to open service tickets Follow plan and personnel change procedures as outlined in this document Allow the installation of agents on systems for management and monitoring Maintain current support and warranty contracts on all hardware and software o End of life products will be supported at a basic level only. If an end of life product has what Republic Voice & Data deems to be excessive problems due to the device or software itself, Republic Voice & Data reserves the right to change or remove the assigned service plan. 6 of 26

7 Overview, Continued Management Software Support Republic Voice & Data will provide support on the current management system software platform to include: 1. Training 2. Adding pre-built scripts 3. Configuring antivirus settings 4. Deploying antivirus a. Does NOT include removal of existing antivirus b. Does NOT include troubleshooting installation problems not related to the management software 5. Configuring management best practices settings 6. Configuring and deploying backup options 7. Configuring patch management 8. Configuring monitoring 9. Configuring report delivery Monitoring Software Support Republic Voice & Data will provide support on the current monitoring system software platform to include: 1. Training 2. Adding pre-built scripts 3. Configuring management best practices settings 4. Configuring monitoring a. Includes training on how to build custom monitoring b. Includes the application of pre-built monitoring templates c. Custom monitoring configuration setup and SLA definitions will be billed at the standard labor rate 5. Configuring report delivery Custom report configuration setup will be billed at the standard labor rate 7 of 26

8 Service Plan Change Control Overview The purpose of this section is to identify the proper procedure to request and implement changes to the it s Managed plan as well as client access to request and approve changes. Change Request Form All changes must be submitted via a ticket. 8 of 26

9 Service Plan Change Control, Continued Plan and Personnel Change Request Process The diagram below identifies the process for plan and personnel change requests. 9 of 26

10 Service Delivery Overview The Information Technology Infrastructure Library (ITIL) is a globally recognized collection of best practices for information technology (IT) service management. The United Kingdom's Central Computer and Telecommunications Agency (CCTA) created ITIL in response to growing dependence on information technology for meeting business needs and goals. ITIL provides businesses with a customizable framework of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems. Hewlett-Packard Co. and Microsoft are two businesses that use ITIL as part of their own best practices frameworks. At Republic Voice & Data we base much of our product and service offerings off this model. It is important to note that ITIL best practices is a very large and in depth collection. Republic Voice & Data provides some of the components of ITIL as part of the managed services plan however many fall outside of the plans. Most of those that fall outside of the plan are available on a standard fee basis. Implementation Implementation steps and a complete statement of work are identified on proposals. 10 of 26

11 Service Delivery, Continued ITIL V3 Best Practices The following table identifies which best practices are included with the managed services plans. Included in plan only to the extent identified in this document. Optional May be requested as a billable service. Not directly available from RV&D. 3rd party partners may provide. Service Strategy Included* Optional Not Available Service Portfolio Management Demand Management IT Financial Management Service Design/Delivery Service Catalog Management Service Level Management Risk Management Capacity Management Availability Management IT Service Continuity Management Information Security Management Compliance Management IT Architecture Management Supplier Management Service Transition Asset and Configuration Management Validation and Testing Evaluation Release Management Change Management Knowledge Management Service Operation Event Management Incident Management Problem Management Request Fulfillment Access Management * As defined in Service Delivery process sections Service Delivery, Continued 11 of 26

12 ITIL Service Definitions Service Portfolio Management - A strategy to serve customers, and to develop the service provider's offerings and capabilities. Demand Management - Optimizing the use of capacity by moving workload to less utilized times, servers, or places. IT Financial Management - Comprises the discipline of ensuring that the IT infrastructure is obtained at the most effective price (which does not necessarily mean cheapest) and calculating the cost of providing IT services so that an organization can understand the costs of its IT services. Service Catalog Management - Document produced and maintained, containing accurate information on all operational services and those being prepared to be run operationally. Service Level Management - Provides for continual identification, monitoring and review of the levels of IT services specified in the service level agreements (SLAs). Risk Management - Identify, assess and control risks. This includes analyzing the value of assets to the business, identifying threats to those assets, and evaluating how vulnerable each asset is to those threats. Capacity Management - Ensures that the capacity of IT services and the IT infrastructure is able to deliver the agreed service level targets in a cost effective and timely manner. Capacity Management considers all resources required to deliver the IT service, and plans for short, medium and long term business requirements. Availability Management - To define, analyze, plan, measure and improve all aspects of the availability of IT services. Availability Management is responsible for ensuring that all IT infrastructure, processes, tools, roles etc. are appropriate for the agreed availability targets. IT Service Continuity Management - To manage risks that could seriously impact IT services. ITSCM ensures that the IT service provider can always provide minimum agreed Service Levels, by reducing the risk from disaster events to an acceptable level and planning for the recovery of IT services. ITSCM should be designed to support Business Continuity Management. Information Security Management - Specifies the requirements for establishing, implementing, operating, monitoring, reviewing, maintaining and improving a documented Information Security Management System within the context of the organization's overall business risks. 12 of 26

13 Service Delivery, Continued ITIL Service Definitions, Continued Compliance Management - To ensure IT services, processes and systems comply with enterprise policies and legal requirements. IT Architecture Management - To define a blueprint for the future development of the technological landscape, taking into account the service strategy and newly available technologies. Supplier Management - To ensure that all contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments. Asset and Configuration Management - To maintain information about Configuration Items required to deliver an IT service, including their relationships. Validation and Testing - To ensure that deployed releases and the resulting services meet customer expectations, and to verify that IT operations is able to support the new service. Evaluation - To evaluate service quality on a regular basis. This includes identifying areas where the targeted service levels are not reached, and holding regular talks with business to make sure that the agreed service levels are still in line with business needs. Release Management - To plan, schedule and control the movement of releases to test and live environments. The primary goal of Release and Deployment Management is to ensure that the integrity of the live environment is protected and that the correct components are released. Change Management - To ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to controlled IT infrastructure, in order to minimize the number and impact of any related incidents upon service. Knowledge Management - The Service Knowledge Management System is the central repository of the IT organization s data, information and knowledge. Event Management - To filter and categorize Events and to decide on appropriate actions. Incident Management - To manage the lifecycle of all Incidents. The primary objective of Incident Management is to return the IT service to users as quickly as possible. 13 of 26

14 Service Delivery, Continued ITIL Service Definitions, Continued Problem Management - To manage the lifecycle of all Problems. The primary objectives of Problem Management are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented. Proactive Problem Management analyses Incident Records, and uses data collected by other IT Service Management processes to identify trends or significant Problems. Request Fulfillment - To fulfill Service Requests, which in most cases are minor (standard) Changes (e.g. requests to change a password) or requests for information. Access Management - To grant authorized users the right to use a service, while preventing access to non-authorized users. 14 of 26

15 Service Delivery, Continued Service Level Management Process The following diagram demonstrates the Service Level Management process used by Republic Voice & Data. 15 of 26

16 Service Delivery, Continued Capacity Management Process The following diagram demonstrates the Capacity Management process used by Republic Voice & Data. Service Delivery, Continued 16 of 26

17 Availability Management Process The following diagram demonstrates the Availability Management process used by Republic Voice & Data. 17 of 26

18 Service Delivery, Continued Change Management Process The following diagram demonstrates the Change Management process used by Republic Voice & Data. Change Needed Open change request in CRM Is change an emergency? No Submit change to Technology Board Is change approved? Yes Yes Technology Board designs and approves change then submits for customer approval Build Change in Test Environment and Verify O No Implement Change Evaluate Change O Document Change Close change request Service Delivery, Continued 18 of 26

19 Knowledge Management Republic Voice & Data uses multiple databases containing all of the information needed for incident and problem resolution as well as change management. Knowledge Management Information Databases Known Error Database Configuration Management Database Network Documentation Database Historic Incident Database Change Management Database 19 of 26

20 Service Delivery, Continued Event Management Bronze Plan The following diagram demonstrates the Event Management process for the Bronze plan. 20 of 26

21 Service Delivery, Continued Event Management Silver & Gold Plans The following diagram demonstrates the Event Management process for the Silver and Gold plans. 21 of 26

22 Service Delivery, Continued Event Management Platinum Plan The following diagram demonstrates the Event Management process for the Platinum plan. 22 of 26

23 Service Delivery, Continued Incident Management Process The following diagram demonstrates the Incident Management Process used by Republic Voice & Data. 23 of 26

24 Service Delivery, Continued Problem Management Process The following diagram demonstrates the Problem Management process used by Republic Voice & Data. Service Desk Incident Mgmt Proactive Problem Mgmt Problem Detection Monitoring tools are directly integrated with the ticketing system to allow automatic opening of tickets. Problem Logging Categorization Problem categories are defined and updated regularly to track problem types. Prioritization Trend Analysis Trends by device, category, priority and customer are reviewed. Investigating and Diagnosis Workaround? Yes Create Known Error Record Known errors are stored in a knowledge database. No O Ticket notes, attachments and time entries are stored on the ticket and available for review. Notifications of ticket updates are ed. Is a Change Needed? Yes Change Management Process O Resolution Close Ticket No Service Delivery, Continued 24 of 26

25 Request Fulfillment Process The following diagram demonstrates the Request Fulfillment process used by Republic Voice & Data. 25 of 26

26 Service Delivery, Continued Access Management Process The following diagram demonstrates the Access Management process used by Republic Voice & Data. 26 of 26

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