ON-DEMAND SERVICE DESK Service Definition

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1 About Littlefish Established in Nottingham in 2003, Littlefish (UK) Ltd has an innovative, stable and successful history in Managed IT Services and has grown continuously over the last ten years. Through organic growth Littlefish boasts over 80 customers across multiple sectors, currently ranging from users. Service Overview The Littlefish On-Demand Service Desk is a 24/7 lights-on UK based facility located at our Network Operations Centre in Nottingham. Littlefish have designed a tailored service that delivers the quickest, lowest touch and repeatable remote support processes, offering easy web-based and telephone support access to customers. The On-Demand Service Desk operation works in an ITIL-aligned manner managing Incident and Problem Management processes and owning or integrating with customer s wider Change Management processes. Littlefish s On-Demand Service Desk accommodates perfectly for the following scenarios: Tactical short/fixed term project or non-core workstream support Overflow during peak volumes or non-core working hours (24/7 for instance) Standard Business As Usual (BAU) support (to meet goals such as cost containment, service quality enhancement, allowing internal resource to focus on developing/improving infrastructure operations, etc) Littlefish deliver high quality user support by channelling all customer specific support requests into designated Service Desk Pods. Pods are smaller subsets of the Littlefish Service Desk team focussed on particular technologies, application sets or industry verticals and therefore help deliver industry leading First-Contact-Resolution (FCR) performance. As a team-within-a-team each Pod acts as a single-point-of-contact that delivers consistent levels of support; regardless of time, location or device. The Pod is made up of a primary desktop engineer that owns the customer specific Knowledge Base and has update responsibility. The primary is backed-up by a secondary and two or more supporting engineers (dependant on the size of contract). A dedicated direct phone line and intelligent phone system call routing ensure that there is named engineer consistency which helps builds rapport from a user perspective and creates a service environment that fosters ownership and accountability. This also helps to mitigate the leap of faith required by customer users and stakeholders when moving to a new provider, as they will be dealing with a small number of named, skilled, friendly and reliable individuals. Littlefish also provide the option of an Instant Chat front-end and advanced remote control back-end called LF Live. Live s capabilities enhance the user experience, increase FCR rates and provides an alternative popular mechanism to interact with the On-Demand Service Desk.

2 First-Contact-Resolution (FCR) Littlefish are proud of our industry leading First Contact Resolution (FCR) Service Desk performance. Our investment in people, process and technology ensures that customers enjoy a first-point-of-contact fault resolution return to service that on average exceeds 65%. Littlefish achieve this through:- People the Littlefish On-Demand Service Desk has a high calibre of engineers with a minimum of 3 years experience and Microsoft MCP/MCITP/MCSE accreditations. Littlefish also have Apple Mac skills and Mac 101 engineer accreditations. We target our On-Demand Service Desk engineers to achieve high levels of FCR as it is a KPI that directly relates to enduser satisfaction and productivity. Process the Littlefish Pod system is scalable and ensures that the On-Demand Service Desk is a small, designated team-within-a-team that has integral customer specific operational, user and line-of-business application specific knowledge. Technology intelligent inbound call/web routing and the LF Live instant chat and desktop monitoring, management and support tool ensures that user engagement and support interaction is both rapid and intuitive from first point of contact.

3 Inevitably there are periods of high call volume which cannot be facilitated from within the customer s pod directly. Where this occurs, telephone calls and LF Live sessions bounce out into the wider On-Demand Service Desk team who all have access to the same Knowledge Base information and who are still therefore well placed to provide support and attain FCR, or redirect the Support Request as appropriate. Littlefish offers customer s users four mechanisms for contacting the On-Demand Service Desk, highlighted as: Dedicated Customer Phone number Answered in a generic IT Help Desk manner although can be tailored to answer in a customer specific manner if required. Phone is used to facilitate direct (and traditional) user communication with the Littlefish On- Demand Service Desk. In the event of a widespread service outage or major Incident a pre-recorded message may be left on the phone advising customer users that the On-Demand Service Desk is aware of the Incident and provide any relevant update before transferring the user to an On-Demand Service Desk operative. LF Live Littlefish deploy the Littlefish Live applet to all customer users which provides them with the ability to communicate with the Littlefish On-Demand Service Desk via Instant Chat technology. Due to the prevalence of social media and Instant Messaging (IM) technologies many users are now knowledgeable in such forms of communication, and in some respects prefer to use this mechanism to traditional direct methods. LF Live also provides Littlefish s On-Demand Service Desk operatives with the capability to both remotely control and manage the end-user s PC/Laptop. Remote Control allows the Littlefish On-Demand Service Desk to take over the end user s desktop in a traditional take over the keyboard and mouse manner. Further to this however the Littlefish On-Demand Service Desk has the ability, via LF Live, to interact with and manage the user s PC/Laptop without always having to obtrusively take over the keyboard and mouse. With this additional capability Littlefish s On- Demand Service Desk can interrogate and modify a myriad of desktop settings and features in the background, thus allowing the end-user to continue with their normal work whilst the Littlefish On-Demand Service Desk Operative works towards a resolution. Traditionally the end-user would have had to sit and wait whilst their desktop was remotely managed, including losing the ability to work in dead time during the support process (e.g. where a driver is being updated, or a download is occurring). Therefore users can continue working productively whilst the issue is remediated in the background. Littlefish Self-service Portal Littlefish provide customers with a Self Service portal which allows customer end-users to log Support Requests directly into Littlefish s FrontRange IT Service Management system. As Littlefish s knowledge of the customer s Support Request trends improve Littlefish work with the customer to define and publish appropriately targeted FAQ s which increase the frequency of selfremediation for common issues. Dedicated address A customer specific address (such as customer.support@littlefish.co.uk) which is monitored on a 24/7 basis with new Support Requests auto-logged and follow-ups to on-going Support Requests updated with the provided information.

4 Littlefish utilise an enterprise class IT Service Management platform in FrontRange ITSM. FrontRange underpins the entire support operation providing ITIL-aligned capability in relation to Incident, Problem, Change, Knowledge Management and CMDB. Littlefish provide webbased real-time access to FrontRange for customers so that key stakeholders have full visibility of the support process. A screenshot from Littlefish s Self Service portal has been included below. Standard applications, such as Microsoft Office and Adobe Acrobat, are supported directly and fully by the Littlefish On-Demand Service Desk. Other Third Party supported Line of Business (LoB) applications that the customer may utilise are supported on a 1 st /2 nd line basis with an immediate resolution being provided if it is possible to do so. Littlefish endeavour to identify and record simple LoB 1 st line resolutions (e.g. account unlocks or password resets) during service transition phase. These are documented and cascaded throughout the Littlefish On-Demand Service Desk via Littlefish s Knowledge Base. As further potential 1 st line LoB fixes are iteratively identified during the course of the contract Littlefish seek approval to document and add to the Knowledge Base in order to enhance First Contact Resolution (FCR) attainment capability. New and complex resolution issues are automatically updated in Littlefish s IT Service Management system. When new Support Requests are logged Littlefish s IT Service Management system intelligently reads ahead to any other Support Requests or Knowledge Base articles that match the criteria of the issue being logged. This provides Littlefish s entire support team with rapid access to appropriate support documentation, thus decreasing resolution time and increasing FCR attainment, as well as reducing the requirement for Littlefish s support team to reinvent the wheel by manually diagnosing and resolving issues that have historically been addressed. Where complex resolutions are implemented it is standard practice to ensure a corresponding Knowledge Base article is created to assist with resolution of further like issues.

5 Furthermore Littlefish works with customers to assist with the management of selected 3 rd parties, as appropriate to the customer s IT environment. Whilst the customer is expected to maintain the contractual relationship with the supplier, Littlefish, due to its knowledge of the operational relationship, would happily assist with supplier review meetings to ensure a full picture was portrayed. Where possible Littlefish also strives to manage the performance of the supplier and provide this information to the customer in order to ensure true value for money is established from all supplier relationships. Infrastructure Support, Monitoring and Management The option exists to extend the Littlefish On-Demand Service Desk service to cover Servers, SAN s and Network Devices on a 24/7 basis. Please see supporting document LF-GS-ODSD- SupportDoc1.pdf for more information. Information Assurance Due to the nature of Littlefish s varied customer base we have cause to work in line with ISO27001, PCI-DSS and SOx adherence requirements. Whilst not currently holding ISO27001 certification we are intending to achieve accreditation within the next 12 months. Although this service is currently suitable for IL0 level environments we anticipate, through our current working practices and our ambition to achieve ISO27001, that the service will be accredited to IL2 in future. All Littlefish personnel are DBS checked as standard. The LF Live application outlined in the Service Overview works on an encrypted basis (1024- bit RSA key). Access to Littlefish s self-service portal is also provided via SSL. On-boarding and Off-boarding On-boarding (transition) is absolutely paramount to achieving a successful service delivery model. Littlefish approach all Service Transition s based on the following statement of intent. The transition from service provision by the incumbent customer supplier to provision by Littlefish should be smooth and have no or minimal impact on end-users and the customer s business operations, and should be achieved by an agreed date. Littlefish works with a tried and tested transition framework that has evolved and matured over previous successful transitions. Littlefish are experienced in adopting a Prince II methodology and have successfully undertaken several first-time and n th generation outsourcer transitions including integration with internal and supplier service teams involving TUPE transfer. Littlefish achieves successful transition through a blended focus on People, Process and Technology.

6 People Suitably skilled and experienced staff are assigned to the transition project, notably including the proposed Service Account Manager who will typically own project management during transition. Process Adherence to a tried and tested transition process (with a primary focus on knowledge assimilation, both BAU and Line of Business) that has evolved and matured over previous successful transition activities. Technology Deployment of Littlefish s Infrastructure Management toolsets, which are able to comprehensively profile the customer s operating environment, providing the transition team with an in depth and immediate perspective. Further to above, a tailored Service Transition project plan is created. This plan covers the tasks, timeframes and resources that will be necessary for a successful transition process. Updates are provided frequently during the transition process. An example of Littlefish s Transition Progress Checklist is provided below.

7 Transition is charged on a flat day-rate basis at 575/day. Transitions can take anywhere between 1 to 20+ man days of effort depending on the complexity of requirements. Off-boarding Off-boarding is not usually charged for as the process of off-boarding is undertaken during the last few weeks of the contract. Where off-boarding is required Littlefish works with the customer to ensure a smooth transition to alternative provisions. Documentation is handed over and all remote connectivity and tools are disabled and removed. Off-boarding requirements will be discussed during the on-boarding process. Where nonstandard off-boarding requirements are identified a checklist of such activities will be prepared to ensure future clarity. Non-standard off-boarding requirements (e.g. the requirement to engage resource on-site during off-boarding) may incur an additional T&M charge in line with the on-boarding day rate (above). Data Restoration/Service Migration As no data needs to be transferred as part of the on-boarding process there is no need for a data migration/restoration plan. Service migration is covered under the previous section for On-boarding. Pricing On-going charges are based on the volume of Support Requests* actioned by the Littlefish On-Demand Service Desk. The charge for the service will be 24 per Support Request. *A Support Request is a collective definition for both Incidents and Service Requests as they are defined from an ITIL perspective. Recognising that some organisations would prefer the predictability of a known Opex charge Littlefish can also offer the service on a fixed charge per user or per device basis. If this option were preferred then Littlefish would charge 16 per Registered User/Device per Month paid in advance. With this model Support Request volumes would be unlimited for the associated registered User/Devices. 24x7x365 access is included as standard in both pricing models. As described in the on-boarding section the charge for on-boarding (and off-boarding where necessary) is based on a T&M basis at 575/day. Service Levels Service Levels can be negotiated on a contract by contract basis if necessary however Littlefish s standard On-Demand Service Desk KPI s are:

8 Service Target KPI (%) P1 Incident Resolution 4 working hours resolution 95% P2 Incident Resolution 8 working hours resolution 95% P3 Incident Resolution 24 working hours resolution 95% Service Desk Call Answering Within 20 seconds 85% First Contact Resolution Resolution of telephone and Littlefish 65%** Live registered incidents at first point of contact. Change Implementation % Changes implemented 90% successfully at first attempt Aged Incidents % Incidents older than 1 month 1.5% **This can vary depending on the comprehensiveness of transition (i.e. limited knowledge handover reduces FCR capability) Service Management Service Reviews are held on a monthly basis to review the on-going success of Littlefish s services. The Service Review Board meet in person, or via voice conference, and meetings consist (at a minimum) of the customer s IT Manager (or equivalent role) and the nominated Littlefish Service Account Manager. A Littlefish technical resource may also join if required. Items to be discussed at the Service Review include: Service Performance Review (against SLA) Review of Consolidated Infrastructure Health Report (if option selected) Review of Trend Analysis Report User Experience Assessment (Client Satisfaction Survey Results) Dispute Resolution (and any areas of concern) Continuous Improvement Program Review The Littlefish Service Account Manager records the key issues discussed at the Service Review and any actions arising. To ensure a positive and enduring relationship is maintained Littlefish and the customer may convene a Governance Board on a periodic basis to review the following items: Overall Service Performance Customer Business Strategy Assess the appropriateness of the service agreement Identify areas where Littlefish can provide further enhancement to the customer s business objectives Continuous Improvement Programme Littlefish provide continuous improvement in two forms: Littlefish provided service improvement Customer focussed infrastructure improvement Littlefish continually strive to enhance the services provided to our customers via a mix of tools, process and people development. As part of the monthly Operational Service Review process Littlefish will demonstrate to the customer all steps that are being taken to enhance

9 services, and where appropriate demonstrate enhancements through improved service reporting metrics. Service Reporting The Littlefish Service Account Manager provides customers with monthly service reports to demonstrate that services are being delivered successfully. The report is typically reviewed as part of the monthly Service Review process. Items in the monthly Service Report will include: On-Demand Service Desk Contact & Support Request Volumes Performance against SLA Telephone Answering Performance First Contact Resolution Performance Client Satisfaction Survey Results [Optional Service] Where service level breaches have occurred the Littlefish Service Account Manager provides requisite mitigation or justification information. Service Credits Littlefish offer a Service Credit regime on a case by case basis as part of tailored service design. We structure Service Credits in line with specific contract size and service failure impact levels. Service Credits are typically tied to Service Level KPI s. Ordering & Invoicing Ordering is facilitated through the CloudStore and associated contract and order form collateral. The Volume based service ( 24 per Support Request per Month) would be invoiced retrospectively based on the volume of Support Requests registered in the preceding month. Invoices will usually be generated on the 1 st working day of the month and ed to the customer. Payment terms are 14 days (BACS). If the User/Device based service ( 16 per User/Device per Month) is preferred then the service is invoiced in advance based on the required number of registered Users/Devices. Payment for this method is via Direct Debit or Standing Order with payment taken on the 1 st day of the month. Term & Termination The minimum term for the service is 30 days. After the minimum term the service will continue on a rolling 30 day basis until terminated. As a consequence 30 days notice of termination is required to exit the contract.

10 Technical Requirements Users supported by the service need an internet connection or phone line/mobile phone in order to engage with the service. As part of the on-boarding process Littlefish would endeavour to install the LF Live agent onto each user s desktop/laptop. This isn t a prerequisite however as the LF Live agent can also be installed at any time following service go-live as long as the user has an internet connection when they contact the On-Demand Service Desk. The LF Live agent uses a very small footprint on the user s device (less than 10MB and minimal performance overhead). Where security dictates it may also be a requirement to create an IPSEC VPN between Littlefish and one or more of the customer s locations. This is normally achieved by creating a tunnel between Littlefish s Cisco ASA pair and the customer s firewall device. Service Constraints The service will be provided on a 24/7 basis based on a % availability KPI. Where service downtime is required it will occur at weekends and be notified to the customer at least 48 hours in advance. Backup/Restore & Disaster Recovery Littlefish operate a fully resilient service. Key technical services, like LF Live and FrontRange ITSM system, are operated as Cloud services from within Tier 4 Data Centres. Snapshots for each system are taken on a 15 minute basis and replicated to an alternative Data Centre. Littlefish has resilient network connectivity and telephony delivered to our Operations Centre in Nottingham. In the event that the Operations Centre was incapacitated all Littlefish personnel have full capability to work from home. All systems are cloud based and therefore readily accessible from any internet-connected location. Telephony can be intercepted before it hits Littlefish s Operations Centre and re-directed to Service Desk Analyst s mobile phones on a pre-defined hunt group basis. Training No training is required to utilise the service. Consumer Responsibilities All relevant responsibilities are outlined in the associated Terms & Conditions. Trial Periods There is no trial period offered with this service stream.