CWSI Service Definition for Mobile Device Management and Security

Transcription

1 CWSI Service Definition for Mobile Device Management and Security October 2015

2 Contents I. Document Control... 3 a). History... 3 b). Reference Documents... 3 II. Company and Contact information About CWSI The CWSI Advantage Service Overview Introduction to MobileIron MobileIron Enterprise Mobility Management Silver MobileIron Enterprise Mobility Management Gold MobileIron Enterprise Mobility Management Platinum Summary of Key Features Available with Each Package Requirements and Technical Specifications On-boarding and Off-boarding On-boarding process Off-Boarding process Customer Pre-requisites Training Service Management Service Levels for Incident Management/Fault resolution Operational Incidents: Helpdesk to Helpdesk Incident Process Flow Escalation Process Information Required in Incident Tickets Ordering and Invoicing Process Termination Terms Pricing Silver Licence Gold Licence Platinum Licence Page 2 of 20

3 I. Document Control a). History Version Issued Description /10/2015 Final Draft b). Reference Documents Document Name Version MobileIron Android Data sheet V 1.1 MobileIron IOS data sheet V 5.8 MobileIron feature matrix V 7.5 CWSI Deployment checklist V 2.3 II. Company and Contact information All enquiries with regards to this document should be addressed to: Robert Carty CWSI Building 3, Chiswick Business Park 566 Chiswick High Road Phone number: +44 (0) gov@cwsi.co.uk London W45YA Page 3 of 20

4 1. About CWSI CWSI are one of Europe s leading dedicated Mobile IT Integrators with offices in London and Dublin. We have many years experience in delivering mobile data solutions via all the principal Mobile Operating Systems including ios, Android, Symbian, WebOS, Windows Mobile and Blackberry. We provide SaaS and PaaS solutions, managed services and integration services to many of UK and Ireland's best known Enterprises and Government Institutions using a proven methodology that delivers a best in class solution for all our government and enterprise clients. What differentiates CWSI in the marketplace from its competitors is the technology expertise embedded in the organisation. This expertise enables our project managers and solution architects to leverage vendor technologies, identify technology synergies and deliver a complete end to end EMM (Enterprise Mobility Management) strategy for our clients. CWSI have developed unique solutions that integrate with MobileIron and the app connect community. These solutions are only available from CWSI and are not provided by other vendors in the marketplace. In addition, this expertise has helped CWSI to build Gold or Platinum level agreements with the world s leading Mobility Software providers, providing us with an unrivalled choice of solutions that best suit our customer s business needs and seamlessly dovetail into their customer s ICT estate. Figure 1CWSI supplier ecosystem Page 4 of 20

5 Figure 2: CWSI Services Page 5 of 20

6 2. The CWSI Advantage MobileIron is available from a number of resellers in Europe. We believe that we have a number of compelling differentiators related to our offer. Principal amongst these is that CWSI provide expert support for customers seeking to address the following challenges: How to use mobile technologies as an enabler to drive performance, productivity and efficiency within government organisations. How to address BYOD, CYOD and COPE in a manner that supports your EMM strategy. How to design and execute an application strategy, leverage and manage the use of business applications in a secure and conducive manner. How best to plan server patches and updates. How to ensure PCI compliance within mobile policy. How to deploy on demand user support for the mobile workforce. How to execute a deep dive mobile security plan including MDM, server monitoring and support. How to leverage mobility to remove paper based services from your organisation. How to use mobility to improve citizen engagement. Furthermore we have excellent subject and domain expertise having implemented MobileIron at over 200 organisations in the last five years and counting over 50 public sector departments and Authorities as our customers. Page 6 of 20

7 3. Service Overview A key theme being addressed by the Public Sector is the need to find new ways of working that enable the organisation to do more for less, improve efficiency and gain a closer, more streamlined relationship with the general public. The key to meeting many of these goals is the ability of smartphones, tablets and other mobile devices to transform the way we interact with applications and content. To meet this growing demand, IT departments need to provide enterprise mobility management to help provide the apps and content users want, while maintaining privacy and data security. By providing an Enterprise Mobility Management (EMM) solution that meets both user demands and IT needs, CWSI s MobileIron solution enables organisations to become truly Mobile First. The MobileIron EMM Platform allows IT to secure and manage devices, apps and content providing end-users with instant access to corporate data on the mobile device of their choice. With this purpose built Enterprise Mobility Management (EMM) platform, organisations can spend more time innovating and driving business and less time securing mobile devices. The MobileIron EMM platform was built to secure and manage modern operating systems in a world of mixed-use devices. It incorporates identity, context, and privacy enforcement to set the appropriate level of access to enterprise data and services. Page 7 of 20

8 4. Introduction to MobileIron The MobileIron Platform brings together a combination of comprehensive security and Enterprise Mobility Management (EMM) tools including traditional mobile device management (MDM), mobile application management (MAM), and mobile content management (MCM) capabilities. IT administrators can manage the lifecycle of the device and its applications, from registration to retirement, and rapidly accelerate and scale their mobile management infrastructure. MobileIron offers the following enterprise mobility management tools. The MobileIron Enterprise Mobility Management [EMM] Solution is a purpose-built mobile IT platform. It provides users with seamless access to the business processes and content they need on mobile devices of their choice while providing IT the ability to secure corporate data. The MobileIron platform fundamentally enables organisations to achieve their Mobile First goals. Page 8 of 20

9 There are three main stages in the journey to becoming a Mobile First enterprise: There are three packages to align with a customer s Mobile First journey to provide the choice and flexibility Silver, Gold and Platinum MobileIron Enterprise Mobility Management Silver The EMM Silver bundle provides all the core components upon which you can build the foundation of your Mobile First strategy. The EMM Silver bundle includes: Core Central administrative console Sentry Secure Enterprise Gateway Apps@Work Enterprise App Store 4.2. MobileIron Enterprise Mobility Management Gold The EMM Gold bundle is designed for customers ready to take the next step of the Mobile First Journey providing secure Apps and Content. The Gold bundle consists of the following: Core Central administrative console Page 9 of 20

10 Sentry Secure Enterprise Gateway Enterprise App Store AppConnect Secure apps and app specific VPNs for AppConnect enabled Apps Secure access and document sharing Secure browsing services 4.3. MobileIron Enterprise Mobility Management Platinum The EMM Platinum bundle is for organisations ready to go Mobile First all the way. Specifically designed for customers on the cutting edge, this bundle includes some of the latest and greatest innovations from MobileIron, enabling IT to efficiently adopt Mobile at scale. Key features include: Core Central administrative console Sentry Secure Enterprise Gateway Enterprise App Store AppConnect Secure apps and app specific VPNs for AppConnect enabled Apps Secure access and document sharing Secure browsing services Help Desk tools for remote view of end-user devices Tunnel Secure App-specific VPNs for any Managed ios application - in-house or public Kerberos Proxy Enterprise SSO extended to devices off the corporate network Page 10 of 20

11 5. Summary of Key Features Available with Each Package MobileIron Platform Modules Core Core Sentry Administration Features EMM Silver EMM Gold EMM Platinum Over-the-air provisioning Role-based access Group-based actions Broadcast SMS, APNs, C2DM Persistent logs and audit trails Administrator Login Screen Customisable Text Concurrent Login Compliance and Notification Advanced Search of 200+ Device Fields Reporting & Analytics Splunk Forwarder CSV Export Reporting Database Security Access Control Gateway ActiveSync connection activity and device visibility Secure attachments Selective wipe Certificate distribution Posture/ Jailbreak Detection Real-time roaming notification Lost phone recovery Enterprise Integration Directory services AD/LDAP Certificate authority ActiveSync integration Web Services API Application Management Enterprise App Store Application Security and Access Control Application Inventory Application Blacklisting Page 11 of 20

12 MobileIron Platform Modules AppConnect Tunnel Kerberos Proxy Secure Applications Features EMM Silver EMM Gold EMM Platinum App Container for data-at-rest encryption Secure public and in-house apps App Specific VPNs for data-in-motion encryption Single Sign On Silent App Settings Configuration App Policy control to restrict open-in, copy, paste function Secondary Encryption for Container On Premise App Wrapping Cloud App Wrapping Secure Content Secure Content Repository on device Selectively Wipe Content Repository Policy control to restrict open-in, copy, paste function Connect securely to SharePoint and other CMS from a mobile device View, edit and share content from device SharePoint Access Silent push publishing of content to devices. Secure Web Secure, VPN-less access to Intranet Resources Containerisation for HTML 5 apps Policy control to restrict open-in, copy, paste function Help Desk Tools Remote viewing of ios device screen Customisable Help Desk Main Screen Per AppVPN for public apps VPN On / Off compliance based on device posture Safari URL Support for Protected Content SSO Outside Network Single Sign On with Kerberos for devices outside a trusted network Page 12 of 20

13 6. Requirements and Technical Specifications There are many options for deploying MobileIron and these will be discussed and addressed during the preparatory as part of the pre-deployment process. The MobileIron Cloud service is hosted across multiple datacentres in North America, Europe, and Asia Pacific. For HMG customers wishing to use the hosted MobileIron Cloud service, they would connect exclusively to the EU datacentres for their services. A private cloud (UK-hosted) can optionally be provided. Alternatively, for additional service benefits, customers may choose to deploy into a private cloud, on-premise solution instead. All options are very similar in price and we would be happy to advise prospective customers according to their specific service and risk requirements. 7. On-boarding and Off-boarding CWSI have an established reputation for delivering projects of this nature on time and within budget. CWSI can provide numerous government references on request On-boarding process On-boarding users to MobileIron is a very simple process for the administrative team and the user. Typically the administrator will initiate the process by adding the user to the MobileIron web-based admin console along with their user details and phone number. User Steps: 1. Download the MobileIron app to their phone 2. They will be prompted to enter their address, enterprise password and registration PIN. 3. They will be taken through two to three quick steps to complete enrolment - Providing that their credentials are correct 4. Device registration is now complete. Page 13 of 20

14 7.2. Off-Boarding process To off-board a device from MobileIron, the administrator simply needs to choose the device from the console and send a removal command which will un-enrol the device over-the-air. All enterprise data will have been removed from the device and the MobileIron app will now be blank and can be removed by the user. 8. Customer Pre-requisites Key deployment requirements for our customer: For on-premise installations, staff with following roles: System Administrator Firewall Administrator Network Administrator BlackBerry BES Administrator (optional, e.g. if migrating away from BlackBerry) Exchange Administrator (for troubleshooting) Staff who will require MobileIron training For on-premises installation, customer tasks include (not limited to): Provision minimum of two internet facing public IP addresses Provision minimum of two internal (DMZ or Internal) private IP address depending on DMZ addressing Creation of Active Directory account for LDAP integration Addresses of at least two relevant DNS and NTP servers Details of SMTP server and related credentials for system alerts Configuration of relevant firewall and routing Internal and external DNS A record creation VMware containers suitable to hold at least 2 MobileIron servers Provision of test devices and related Apple / Google / other accounts for app download Provision of test Exchange accounts Working Apple ID (appleid.apple.com) for the generation of an Apple MDM certificate Page 14 of 20

15 9. Training Regardless of the chosen solution, CWSI will remain with the client until the solution is successfully deployed. In addition to this, training will be provided to the customer s staff in order to effectively manage the MobileIron deployment. It is expected that at least one customer admin will be involved in the initial testing and deployment to understand the policies and configurations deployed during the initial rollout. Training will include: Network configuration Appliance software upgrades Using the Core and Sentry management portals Creation and deployment of policy and configurations Alerting ActiveSync via Sentry User registration and client deployment Training is usually performed against a hosted or locally installed QA or Test Server. It is not expected that end user training be given other than to administrators as part of familiarisation. (The client installation process is simple and guided.) A standard customer handover document is supplied. Additional documentation (over and above the standard handover document) and/or training can be provided under additional consultancy, if so required or desired. Page 15 of 20

16 10. Service Management CWSI standard hours of support are 09:00 to 17:30 Monday to Friday. 24/7/365 is available under an extended support agreement. CWSI also offer the following add-on support services: MobileIron Managed Service Support Desk MobileIron End User Support Desk VIP layer Support Desk 24/7 out of hours emergency Incident Support Desk 24/7 full incident & Managed Service Desk Where a full Managed Service Desk is opted for, CWSI require dedicated/always on access to the MobileIron console Service Levels for Incident Management/Fault resolution Fault Severity P1 P2 P3 P4 Definition A service loss affecting the majority of the managed device base. A major service degradation impacting multiple devices. A degraded service impacting a single device A non-service effecting single device issue or question Operational Incidents: SLA Severity Target Response Time Update Frequency P1 15 minutes < 1 hour 6 Hours P2 15 minutes < 2 hours 8 hours P3 30 minutes Close of play update 24 hours Service Restoration or Work-around Solution P4 60 minutes On request only Time available basis All tickets are logged in CWSI s ticket management system. The Customer is updated at the follow touchpoints: Customer s helpdesk receives automated with ticket number once logged. Page 16 of 20

17 Customer is kept up to date throughout lifecycle of ticket. Auto received on closure of ticket Helpdesk to Helpdesk Incident Process Flow Escalation Process In instances where escalation is required around Service Level Targets the escalation process will commence. The Escalation Chain is shown below: Level Customer Escalation Chain CWSI Escalation Chain Status Normal To be populated per customer 1 st Line Support Team Level 2 Escalation Level 3 Escalation Service Support Team Leader Director of Customer Care Page 17 of 20

18 10.5. Information Required in Incident Tickets For each ticket logged with the Help desk the following information must be included: Issue description: Number of users affected: If single user - the end users name and contact number should be included When did the issue start: Error code if applicable: What steps have been taken so far to resolve: Failure to provide the above may result in a resolution delay. Where further information is requested from the Help Desk Team you should respond as quickly as possible with this detail. When further information requests are not received back this may result in the ticket going on hold pending further response from the customer. Page 18 of 20

19 11. Ordering and Invoicing Process Ordering and invoicing process: 12. Termination Terms The client can cancel the service with 30 days notice. Page 19 of 20

20 13. Pricing 13.1 Silver Licence Gold Licence Platinum Licence 3.33 Please note following terms to the pricing model above: All pricing in GBP Pricing based on 12 months contract All prices exclude Minimum no. of devices: 100 Once-off set up fee: 1,125 (Inside M25, outside M25 Travel & Subsistence Expenses will apply) Page 20 of 20