PTS Service Definition Document. G-Cloud 7. IT Service Continuity Management

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1 PTS Service Definition Document G-Cloud 7 IT Service Continuity Management PTS Consulting Partners LLP 2015 The contents of this document must not be reproduced (wholly or in part) used or disclosed without the prior written permission of PTS Consulting Partners LLP FS

2 IT Service Continuity Management An overview of the G-Cloud Service: IT Service Continuity Management services are critical to the success of any Cloud-based project. Clients turn to PTS Consulting as their partner of choice when seeking Procurement Management Services. PTS IT Service Continuity Management Services offer comprises: Strategy Development services, Design, Creation and Implementation services and organisational Change Management Services. Features Cloud Service Continuity Best Practice Reviews. Business Impact Assessments. Risk Assessment of the IT and non-it assets. Alignment of Business and Cloud Service Continuity Strategies. Business Case justification. Alignment of Business and Cloud Service Continuity Plans. Business and Cloud Service Continuity roles and responsibilities. Invocation processes integrated with other ITSM processes. Business and Cloud scenario testing and full testing. Education and training of staff. Benefits Independent Consultancy Market Knowledge supporting Decision-Making. Benefit from Consultancy Solution Knowledge to support Risk Reduction. Vendor neutral and technology agnostic approach ensuring true impartiality. Solutions are based on structured approaches and proven methodologies. Delivered by subject matter experts with real-world experience. High quality business outcomes. Aggressively costed to ensure value for money. Flexible, responsive, pragmatic and an easy company to do business with. Strong focus on Change Management ensures embedded business outcomes. Practical and pragmatic solutions based on industry best practices.

3 PTS Business Continuity Management Methodology: PTS s comprehensive, robust methodology ensures a cohesive approach to supporting clients with their Business and IT Service Continuity Planning. The required activities of the two processes are carried out as a joint activity or operated in close harmony, as detailed below: Our suite of services has been designed to cover all Business and IT Service Continuity Management requirements: Strategy Development Services: IT Service Continuity Best Practice Reviews Business Impact Assessments Risk Assessment of the IT and non-it assets critical in the provision of the IT services Business and IT Service Continuity Strategies Business Case justification

4 Design and Creation and Implementation Services: IT Business and IT Service Continuity Plans Business and IT Service Continuity roles and responsibilities Invocation processes integrated with other ITSM processes, including Incident, Major Incident Management and Change Management Business and IT scenario testing Business and IT full testing Organisational Change Management Services: A strong focus on awareness, education and training of staff in the roles and responsibilities in the event of a major loss of service and invocation of Business and IT Service Continuity Plans ensures that new ways of working are accepted, embedded and make a positive difference. On-boarding and Off-boarding Processes: For the services being offered by PTS: On-boarding Scope-specific. PTS is normally able to engage within five days of receipt of written instruction to proceed with an engagement. Off-boarding Scope-specific. PTS commits to providing appropriate handover within each quoted service. Pricing: Please see Service Pricing and SfIA Rate Table Service Levels (e.g. performance, availability, support hours, severity definitions etc.): PTS services are available during normal working hours i.e. 8 hours (including a 30 minute lunch break) between 0800 and 1800, Mondays to Fridays (Bank holidays excepted) as set out under Service Pricing. Consultancy services outside these periods are available upon request. PTS recognises that many projects demand a flexible approach to meet the peaks and troughs of workloads. PTS can scale resources as necessary. A key aspect of our service is our ability, in the event of: sickness; annual leave; or other unforeseen circumstance, to supplement project teams with similarlyskilled and experienced replacement people, should the need arise. PTS Quality System includes a full escalation process that is designed to address issues or concerns, in the unlikely event that any should arise.

5 Financial recompense model for not meeting service levels: PTS would be prepared to negotiate mutually acceptable terms for projects having time-sensitive or service-critical components. Training: PTS includes knowledge and skills transfer as part of our normal consultancy services. PTS also provides Bespoke Training, Coaching and Mentoring to meet particular clients specific requirements. Ordering and invoicing process: PTS requests written notification to proceed with a contract under G-Cloud. The minimum instruction requirements would be: a Dated Purchase Order Number; Scope of Services; Nature of Engagement (Day-Rates or Deliverables-based Fixed Fee; Invoice Address; and, Authorised Signatory. Invoicing takes place either on a pre-agreed invoice profile or monthly in arrears to reflect days consumed. Payment is due <30 days from date of invoice. Termination terms: Standard PTS Terms and Conditions will apply. Customer responsibilities: To ensure that an appropriate Scope of Services is provided by the client. This document (ideally in the form of a PID) should clearly set out: 1. Objectives 2. Client Stakeholders 3. Scope of Work expected from PTS 4. Timescales / Programme of Work / Decision Gateways 5. Other Resources Available to the Project 6. Expectations of Outputs and Outcomes (Criteria for Success) 7. Any Risks or other Issues that may require specific attention

6 About PTS: PTS can demonstrate a proven 30 year track record of vendor-independence, innovation and delivering to expectation. PTS has over 400 delivery specialists located in 17 offices worldwide and operates a global resourcing model that ensures best of breed resources are utilised when they can deliver most benefit to the project. This approach has enabled PTS to deliver over 11,000 projects to 4,500 clients in 82 countries. As an ISO9001 and Investors-in-People accredited organisation, PTS invests significant resources to ensure that our solutions meet the highest quality standards and are delivered by a team that have the right skills and support. As an ISO9001 accredited organisation, PTS has a structured and well-versed approach to project delivery, based upon lessons learnt during 30 years of delivering engagements. Our services are based on industry best practice, underpinned by the Prince2 project and programme management methodologies. Our project approach is focused on the delivery of agreed objectives against clear parameters of time, quality and cost. Why Select PTS? As a trusted advisor to the public sector for over 30 years, PTS has the proven ability to procure and deliver small to large-scale IT projects: Subject Matter Expertise covering Change Management to new IT and Communications systems and services. For G-Cloud, this covers: governance; strategy and business case development; systems usage policy and security policy development; procurement; IT auditing; migration and transition management; supplier relationship management; service catalogue and service management development; staffing structure and skills advisory; process development; risk management; project cost control; and, post-project Lessons Learnt reviews Fixed day-rate or Deliverables-based pricing against an agreed project scope provides cost predictability Best-of-Breed, Just-in-Time resource planning ensures cost efficiencies Trusted Partner reputation - independent advice, without conflicts of interest Knowledge - regulatory, solution, supplier and technology knowledge Methodology - a proven, robust, yet flexible, risk minimising project management methodology Scalable Resources - appropriate in-house, experienced consulting resources to complete the project within the desired timeframes and quality benchmarks Quality - A strong focus on quality, with ISO 9001 accreditation Financially Strong - a c 40m turnover company, financially healthy and debtfree, and has grown in a stable manner throughout its trading history

7 Excellent Track Record of delivering well-balanced recommendations incorporating advanced technical specifications with outcome-focussed recommendations