Service Management and ICT Monitoring and Reporting Advisory and Implementation Services

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1 Service Management and ICT Monitoring and Reporting Advisory and Implementation Services G-Cloud Service 1

2 1. An overview of the G-Cloud Service Arcus can assist you with a review and advice on the effectiveness of Network, Systems and Application Monitoring tools installed on the network, both on-premise and in the cloud. We can offer further advice and support in transforming monitoring and reporting into a full Service Management capability based on best practice, ensuring that the tools complement and reinforce your internal business processes. Your IT environment consists of complex, multi-tiered infrastructure and application assets that need to work together to support the effective and efficient delivery of your business. This service utilises recognised standards as well as industry good practice, and blends these with the individual customers needs or requirements. We encourage new techniques and technologies to merge both on-premise and cloud-based services in order to deliver a homogeneous network, systems and applications management environment. Outputs include: a highlight report identifying areas of weakness, dysfunction or breakdown recommendations for future improvement a roadmap of directions to take year-on-year, in line with technological change As an add-on to this service, Arcus can design and implement network, systems and service management based around (but not limited to) a range of Arcus-recommended tools and other matured network, systems and application management tools. Business Engagement Methodology Arcus adopts a flexible engagement approach that is tailored to the demands of the project, the client and the resources of both client and Arcus. We combine our agility and the expertise of our senior management to form a flexible response based on our three-phase business engagement approach. 2

3 The Arcus business engagement approach features three phases of activities which build on one another to help transfer knowledge between the client and Arcus. The aim of this approach is to ensure a common understanding. Part of the engagement approach is the progression of the form and content of the final deliverables alongside the main body of work. Within the awareness phase we seek to gain an overview of the situation by considering any pre-existing material available and raising recognition of the scope and reasoning behind the work across different client stakeholder groups. This helps align all parties with the work being undertaken and gives early exposure to differences in perceptions of the current situation. The understanding phase concentrates on building up a detailed view of each of the topic areas being considered. These activities vary by client but commonly centre on the development of use cases and requirements for the future systems operations. This phase starts with knowledge transfer from the client to Arcus and then begins to reverse as we seek to engage on specific areas and introduce our expertise and best practices to the client. We will help you form an understanding of not only the underlying ICT capabilities that you need, but also how other ICT capabilities can help improve your future ways of working. Building on the understanding phase, the focus phase seeks to drill into specific areas with follow up engagements. These activities could for example centre on transforming your capability model into solution architecture. Typically it is at this point in a common solution design engagement that additional deep dive activities into specific design activities of interest are undertaken. This supports any design studies needed to help develop the transition between a high level and low level solution design. The conclusion of the process is the delivery of the final report. The process of shaping the report is iterative and is centred on being a collaborative effort with you. At each stage of the engagement we work with you to ensure the scope and focus of the following activities agrees with what you see as the areas of interest. 3

4 An Integrated Approach Arcus Reporting and Advisory services are part of our full consulting and implementation services. We have experience building and delivering solutions that can fulfill against all of your operational needs as well as wider business change and cloud adoption consulting. Summary of our Unique Capability Arcus Global is a UK market leader in supporting Local and Central Government organisations in all elements of the journey to modern, high performance ICT. Our work covers the full sequence of activities from initial strategy formulation, through to detailed roadmap development, business case, solution design, deployment and piloting of solutions and on-going development and integration with legacy systems. Our strategies and architectures are cloud based, and are designed specifically for organisations looking to make innovative use of the expanding range of cloud products and services. 2.Information assurance Our team is experienced in working at all levels of local government and central government. We are able to design solutions that can support an IL rating of application or data commonly used within government. Should it be required we can provide a partially or fully SC cleared team. Where necessary we can involve CLAS consultants through our consultancy partners to validate the design or execution of deliverables from specialist cloud services for adherence to the relevant Impact Level. Arcus Global holds ISO27001 certification. 3.Backup/restore and disaster recovery Application and data backup are not applicable for this service. In more general business continuity terms, our consultancy working practices ensure there is resilience in the 4

5 teams that we put forward to work on specific engagements and we deliberately work to multi-skill our staff to ensure that replacement resources can step in if ever required. 4.On-boarding and Off-boarding processes/scope etc. Central to our consulting engagement model is ensuring the requirements, objectives and scope of an engagement are mutually understood and documented at the start of any project. At the conclusion of engagements we ensure a proper handover of project materials and transfer of knowledge to in-house teams. 5.Service management details Arcus standard engagement governance approach is to appoint a Project Director and Project Manager. The Project Director has overall responsibility for the delivery of the project in a timely manner and in accordance with the project contract. The Project Director will be the point of escalation should the Project Manager not be able to satisfactorily resolve an issue. The Project Manager is responsible for the day-to-day management of the project, ensuring good project discipline and delivery against requirements from the technology solution and its implementation. The Project Manager will ensure regular communication between all members of the project team and deliver weekly flash reports to the client nominated contact(s). 6.Service constraints 7.Service Levels 5

6 8.Financial recompense model for not meeting service levels For Specialist Cloud Services, Arcus normally operates a money back guarantee where we put a proportion of the fees at risk, should delivery fail to meet expectations. The specifics of this guarantee are decided upon final negotiations between the parties. The key dependency is the level of technical or organisational uncertainty on the side of the Client. 9.Training 10. Ordering and invoicing process Ordering Ordering is processed according to the terms agreed at the time of acceptance. Typically the process constitutes client acceptance of a written proposal for the work, which will state deliverables, costs and timescales. Invoicing Arcus payment terms are 15 calendar days from the date of invoice. Invoicing will be in arrears (after the work has been completed and approved by the client) for all Lot 4 services. The Client will be responsible for settling the invoice within the payment terms without any deductions. If applicable, Service credits or Fees at Risk can be deducted from the following invoice or credited at a later date. 11. Termination terms All Arcus Services are subject to simple and unambiguous termination terms: 6

7 By consumers (i.e. consumption) If the project is run on Time and Materials basis Termination terms will vary depending on the service offered and will be agreed at the time of service commencement. Our termination notice for consulting, development and deployment activities is two calendar weeks (Termination Period). Any actual days worked (according to timesheets) up to the end of the Termination Period will become immediately payable by the client. Any finalisation of deliverables will need to be performed at that time. If the project is run on Fixed Price Projects basis For Lot 4 services with a fixed price and scope, the client will be liable for the full cost of the fixed price projects if it is terminated early. Arcus will be prepared to examine whether / how clients costs can be minimized if larger / longer term projects are terminated early. Cloud Brokerage / Resale of Products Where Arcus is reselling third party services to the client as part of any Lot 4 service, clients will comply with standard termination services offered by the third party. These will be clearly communicated prior to service commencement. Should early termination by Client (Consumer) attract contract penalties from any third party, Arcus will pass these penalties to the Client (Consumer). Any such penalties will be payable with accordance to any terms expressed by the third party. By the Supplier (removal of the G-Cloud Service) The G-Cloud termination terms are agreed within the framework agreement. In general, all services purchased under this framework can continue to be supplied to consumers should the framework be withdrawn by the Supplier. 12. Data restoration / service migration 7

8 13. Consumer responsibilities When preparing project management materials for Specialist Cloud Service engagements, Arcus will make clear the contribution required from the client typically documentation provision, taking part in interviews and workshops and reviewing outputs with knowledge transfer activity where appropriate. 14. Technical requirements 15. Details of any trial service available 8

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