DIGITAL MARKETPLACE (G CLOUD 7) OFFERING. Sopra Steria Integration Platform Support as a Service. Service Overview. Sopra Steria in the public sector

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1 DIGITAL MARKETPLACE (G CLOUD 7) OFFERING Sopra Steria Integration Platform Support as a Service Sopra Steria in the public sector Organisations across the public sector choose Sopra Steria to deliver transformation programmes that blend strategic, technical and commercial innovation, to solve their most complex and critical business challenges. Partnering to improve outcomes in a demanding world Delivering expertise and simplicity in a complex world Blending agility and dependability in a fast changing world Collaborating with stakeholders in a networked world G Cloud Contact Details Please soprasteria gcloud@soprasteria.com Service Overview As the Government moves more systems onto the Cloud there is a growing need for cloud based integration platforms. In many cases the Government has existing integration systems and technologies that are excellent candidates for deployment on the Cloud. Sopra Steria s Integration Platform Support as a Service provides a straightforward approach to support applications that are deployed on a Cloud infrastructure platform, but it can also be used to support these applications through the process of transition to the Cloud. The service is designed to offer a standard application support managed service to customers that operate cloud based integration applications often involving the use of portal or messaging type solutions. Integration Platform Support as a Service delivers a simple, scalable, cost effective solution to supporting applications deployed on a Cloud infrastructure. Support is also provided for applications transitioning to the Cloud. The service offers customers an application support managed service for integrated Cloud based applications including portal or messaging solutions. The relationship between this service and a full cloud solution can be shown as: For further details This G-Cloud Service Other G-Cloud Services

2 Service Summary This is an out of the box managed service that can be tailored and which removes the need for Government departments to manage their applications through time and materials based offerings. It has been designed to provide a service that reflects the scalability and flexibility of the cloud applications it is supporting. This service is tailored to application management, but has been designed to be very flexible and integrate with Sopra Steria s other G Cloud services such as Infrastructure on Command, Platform on Command and CLAS Security so that a full service solution can be provided if desired. The service is designed to support applications that operate at GCS classification levels of Official, or Official Sensitive It is provided by an existing centre of excellence within Sopra Steria that has many years of experience of supporting integration systems at GSC classification levels of Official Sensitive (or IL3 in previous terminology). A variety of application architectures can be supported under this service. It is primarily intended to support system to system integration applications based on an Enterprise Service Bus and using messaging. Typically such applications will connect multiple agencies, using a variety of protocols and networks. The applications may also have user interface or portal components. The service is offered structured around a pay per use model, with the costs based on the number of s processed by an application and the number of technologies that require support. Pricing is banded to reflect economies of scale for supporting larger volumes and technologies. Service Flexibility It is recognised that whilst the vast majority of support services required for Cloud based integration solutions can be standardised and are therefore ideal for procurement through the G Cloud, each customer and potentially solution, may need additional services. To assist with this, the offering provides the opportunity for customers to specify any additional services that they require, either as part of the monthly service, or as additional service catalogue items as illustrated by the diagram below: Scope of Standard Service The scope of this service is application management and support of cloud based integration applications. Whilst the service is specifically designed to be used by customers that have already transitioned the integration platform to the cloud, the service can be delivered prior to transition to allow the customer to procure the end to end solution, but to undertake a phased transition. The support service will cover all the technology components such as the Commercial of the Shelf (COTS) products and other technologies, as well as the applications that have been configured and developed using those components. System Architectures This service is designed to support applications that primarily provide systems integration through messaging. Such systems typically use the enterprise service bus or message broker architectural design patterns. Standard integration patterns such as message transformation, aggregation and enrichment can all be supported. The applications may have a user interface to view data or to support the processing of messages. The proposition is targeted at applications that are deployed on a Cloud infrastructure platform but can also be used to provide transitional support to applications that are due to be migrated onto the Cloud. The service and pricing is agnostic to the underlying infrastructure provision. This means that the service can be implemented prior to the systems being transitioned to the Cloud, and following transition, the same service will continue after deployment, but will begin to reflect the efficiencies inherent in Cloud offerings. Please contact us for advice on the suitability of this service to any given application. Solution Technology Layers The scope of the solution layers included within the scope of this service is shown below: Other Sopra Steria G cloud Services Sopra Steria Integration Platform as a Service

3 Any required middleware infrastructure, networking, and operating systems support are not within scope of this service, but can be provided by Sopra Steria through other G Cloud services. Technologies Supported Sopra Steria can support applications built with a wide range of development languages and middleware technologies including: IBM WebSphere products including WebSphere Integration Service Bus, WebSphere MQ, WebSphere Application Server and WebSphere Portal Server IBM Security products such as Security Access Manager IBM s DB2 DatabaseJava Java A single point of contact for the customers first line service desk. Incidents and requests will be routed using a Service Desk toolset which can be supplemented by telephone calls and s to provide additional information. On Call support can be provided as an additional service as described in Section 6. Management of incidents and requests covering a mixture of technical issues and also business user queries. Maintenance of a knowledge base in order to aid resolution of similar incidents. Proactive monitoring of all supported applications and software products as well as using automated monitoring tools, if available within the application, to help identify issues before they become a problem to users. The following technologies may also be supported on request:.net Biztalk Oracle and SQL Server Databases The above technologies can be run on either Linux or Windows operating systems. Please contact us for advice on any other technologies and their suitability for support. Service Definition The service provides application management and support including: Service management and reporting aligned to ITIL (v3) good practice Second line support of applications and COTS products deployed code Third line support including incident management The standard service can be enhanced by a number of tailored packages or service catalogue items as described in Section 6. The following sections give more detail on the nature of the standard service. Environments Supported For any given application, Sopra Steria will provide support for a production system and multiple pre production and development environments. To provide effective application support we would expect to support as a minimum one preproduction system that reflects the architectural topology of the production system and a development system that supports all application components. Application Support Application support includes: Provision of support to incidents and service requests that relate to the supported applications and products. Examples of the tasks covered include: Systems and application availability health checks Monitoring and investigation of alerts from any application monitoring systems Message traffic management End point support for the investigation and subsequent replay, if required, of failed messages Message replay Collection of standard volumetric statistics for input into the monthly service report Connectivity testing of any new endpoints connecting to the application (maximum of four per month) Password maintenance End point availability checks Log file checking and day to day monitoring Ensure that relevant thresholds are set for the monitoring to ensure that appropriate priority is placed on incidents Third Line Application Support Third line application support includes: Provision of specialist knowledge and input to incident resolution. Technical support covering the provision of housekeeping and monitoring scripts for existing applications supported. A problem management function for issues with the technical products and applications. This includes close co ordination with the fourth line support provided by the product vendors to resolve any issues. Incident Management Incident management includes: Response to diagnosis, update and resolution of all relevant incident tickets Follow end to end call management process as documented and agreed with the customer as part of the on boarding process Liaison with customer/third parties

4 Regular feedback to service desk on incident status Determining resolution and confirmation of any suitable work around Maintenance of a major incidents log Nomination of single point of contact to liaise with the customer and other service providers on major incidents and follow the defined major incident process Ensuring timely escalation of calls is carried out to help ensure response times and agreed service levels are met Update of Knowledge base when appropriate Determine, develop and test fix on fail solutions Where a high severity incident requires additional work to permanently resolve the root cause, Sopra Steria will assess the work required and report (usually in the Major Incident Report) their recommendations. Remedial work deemed to be part of the Business as Usual (BAU) service (where, for example housekeeping or other data clean up is required) will be performed as part of that service. Remedial work recommended by the vendor of the product or directly or indirectly caused by out of support software, infrastructure failure or any cause beyond Sopra Steria s control, will be sourced through a separate service (see Section 6). Problem Management The service includes problem management in accordance with ITIL (v3) best practice. Problems will be raised for the following reasons: Where root cause of a high priority incident (Priority 1 or 2) is not known Where the root cause of a lower priority incident is unknown and it is deemed beneficial to be known to prevent a higher priority incident from occurring Proactively following problem management trending activities At the request of the customer as a result of management information trends Change Management The service includes change management for all changes that need to take place to ensure a working and pro actively maintained system. Sopra Steria will feed into and support an ITIL based change management process that will be defined as part of the transition project that forms the basis of onboarding, but ownership of this complete process is outside the scope of the standard service. Key responsibilities include: Initiate Requests for Change (RFCs) Review of, and support for RFCs owned and produced by third parties Attendance at customer change board Provide a single point of contact for changes affecting the provided service Availability Management The service is focused on supporting the continued stability of operating performance of the system as well as maximising the availability of applications/systems. The key tasks include: Database administration Housekeeping Alert response and appropriate monitoring Database Performance tuning Monitoring tool alert review Documentation Management The service includes maintenance of essential service documentation including: Operational documentation Release notes Configuration Management Configuration management includes: Recording and documenting of version code for all assets covered by the service Providing input to the customer s Configuration Management Database (CMDB) Security Management The standard service includes: Agreement of appropriate standards and security controls Maintenance of Risk Management and Accreditation Document Set (RMADS) that are specific to this support service An allowance for attendance at agreed customer security meetings Review any changes (detailed in RFCs) from a security perspective as required. Sopra Steria can provide full security management and support for the accreditation process as a separate service or catalogue item. Testing Sopra Steria will provide basic regression testing of any changes to the system provided by the fix on fail service defined as part of incident management. Testing for larger changes will be provided as part of a project or as part of an additional service under this offering.

5 Information Assurance The service is designed to be compatible with secure environments and operating up to GCS classification of Official Sensitive. Sopra Steria regularly undertake penetration and vulnerability tests of the service infrastructure. All Sopra Steria employees are suitably cleared in accordance with CESG guidelines for the classification of the information being processed and will undertake regular security awareness training. Service Management Service Level Agreements As part of this service we will agree appropriate service levels for each identified priority level of incident. Support Hours Second line support for production environments will be available during UK core hours of excluding weekends and public holidays. Additional hours support for both 2nd line and 3rd line support can be arranged as an additional service or as an additional service catalogue item. Service Reporting The service includes an allowance to provide service reports on a monthly and weekly basis. The exact format and content of which will be agreed as part of the on boarding process. As a minimum the reports are expected to detail the following information: Summary of any incidents, problems and changes identified during the period Performance achieved against service levels over the service period, and that achieved over the previous twelve service periods Summary of all service failures that occurred during the service period Summary of incidents which remain outstanding and progress in resolving them Summary of Major Incidents: For any Severity 1 incidents occurring in the service period, the cause of the fault and any action being taken to reduce the likelihood of recurrence For any Repeat Failures, actions taken to resolve the underlying cause and prevent recurrence A summary of problems opened / closed in the service period A summary of all problems that remain open in the period A summary of changes / releases deployed during the service period Customer Responsibilities This Cloud based solution is designed to form part of an integrated solution, as such the customer will be responsible for ensuring that all other related services are in place. These include: Provision and direct access to cloud based development and test environments Direct access to IaaS enabled production and preproduction environments Connections to 1st line support desk and systems Hosted licenced and supported technologies Documented full incident and problem management services On Boarding / Off Boarding Processes On Boarding Processes Sopra Steria s on boarding process assumes that the application already exists, is stable and well documented and is under proper configuration management. Under these circumstances Sopra Steria will follow a standard on boarding process broken down into three stages: Service Assessment Service Preparation Service Readiness Service Assessment This initial phase will provide an assessment of the application s suitability to be managed under this service. Service Preparation Service preparation ensures that all the external dependencies and processes for commencing the service are in place. Tasks will include: Preparing an application specific Service Definition Document (SDD) Reviewing a Security Aspects Letter (SAL), if appropriate, and preparing operational security documentation for the service Agreeing Operational Level Agreements (OLAs) with other organisations that are providing the overall solution Designing for connectivity between Sopra Steria premises and the customer s Service Readiness Service readiness ensures that the service is ready to commence live support of the application. Tasks at this stage include: Knowledge transfer to Sopra Steria service team Preparation of a support cut over plan Testing of connectivity to environments and any other required infrastructure Operational acceptance testing

6 The timescales for these stages will vary based on the complexity of the specific application and the availability of existing documentation. Lead Times A simple Integration Platform Support as a Service can be operational in as little as a month after completion of the Transition Assessment. Off Boarding Process A three month notice period is required to terminate the service. Any specific exit assistance, for example to transition to another supplier, can be procured through Sopra Steria s lot 4 Application Management and Support G Cloud offering. Additional Service Options Introduction This service offering is designed as a standalone service that is available as a complete package, linked to other service offerings. However, there are a number of other related services that can be added to the core package in order to meet customer specific needs. In addition, we will work with customers to identify a service catalogue of additional items that can be procured under this proposition. Continual Application Enhancement All requirement changes and major changes in functionality can be accommodated through Sopra Steria s Cloud Integration Application Support Service offering, however it is possible to offer a tailored additional service. This service will cover items such as: Implementation of new releases of the underlying COTS products and other technologies along with related application changes. This will help ensure that all products are retained within support from the product author. Identification and implementation of application changes that will enhance their performance, security or robustness. These will be identified by Sopra Steria in consultation with the customer. Update of standing data and statutory changes. Implementation of changes required following the investigation of incidents and not covered under incident management. Implementation of minor changes and enhancements required from the end users. These will be submitted by the customer on a regular basis and will be prioritised between the customer and Sopra Sopra Steria. Additional Cover The standard hours of service are included in the standard service description. Differing levels of support are available outside of this standard offering but will be agreed according to specific customer requirements. This can be offered either as an additional service (where this is required on a regular basis) or as a service catalogue item for specific requests. Connection and Disconnection Service The standard support service will be applied to existing connections, which will all be connected as part of the onboarding service. Subsequent to commencement of service Sopra Steria will be able to provide fixed price charges for the connection and disconnection of bodies to the existing application flows. This could also be offered as an additional service catalogue item. The introduction or disconnection of application flows will be offered as a service through our development services offering. Specialist Cloud Services This service is designed to closely integrate with and complement Sopra Steria s other G Cloud service offerings. This allows considerable flexibility for the core service described above to be supplemented and broadened to meet the specific needs of any messaging application. Our portfolio enables a full solution including applications, infrastructure and other services to be provided as illustrated in the diagram below. The service can be tailored to specific customer requirements and will include: Set number of releases per year (standard four) Target number of development days/resources covered by service Agreed release planning process Tailored scope of changes forming part of service If you are interested in finding out more about these or any of Sopra Steria s other Specialist Cloud Services, please contact us at g cloud@steria.co.uk

7 Pricing The service is designed to reflect the flexibility and scalability that is achievable through all our cloud offerings and allows the service to be initiated on the customer s existing infrastructure and service and then transitioned to the cloud based solutions. Whilst there will be a separate transition project (and related costs) between the services, the actual service will be largely unchanged and the pricing structure will remain constant. In order to give customers this flexibility and scalability we are able to offer this service on a scalable basis, made up of a number of components that reflect the effort required to provide the services. The service will be charged on a monthly basis and will consist of the following component charges: Account management standing charge This is chargeable one month in advance and represents the need to support the reporting and management responsibilities that will be present irrespective of the volumes of s or complexity of technologies being required to provide the service. The amount of this charge will be dependent upon the level of reporting and contract management required and will be determined as part of transition process. Stepped technology charge This will be charged on a monthly basis based upon the technology used that month. This charge will reflect the complexity of the technologies that we are supporting. It will also allow the customer to realise further benefits by f simplifying the technologies to reduce the monthly support management charge as well as its infrastructure savings. The charge reflects: The number of COTS products and other technology products that are being used in the applications being supported. This reflects the range of skill sets required to provide the support as well as affecting the level of checks and monitoring required. This will be charged at 5,000 per month for each technology product. The number of servers that they are being operated on. This will affect the amount of checks and monitoring that will be required as part of the service. The amount of checks and monitoring will also be determined by whether the server is a production, pre production or development environment. The charges per server are: Production environment 400 per month Pre production environment 300 per month Development or test environment 200 per month Our pricing model reflects the levels of the standard services as applied to the differing environments in which the servers are located. The differing levels of our standard service are outlined below: Production These servers are subject to strict and documented Service Level Key Performance Indicators (KPIs) to include: Ticket and incident handling times Application availability during core hours Reporting timescales In order to achieve this, these servers are subject to: Out of Hours response to high priority incidents Pro active manual monitoring and housekeeping in addition to automated alert responses Malware procedures (Anti Virus incidents) Full change control support for other suppliers e.g. testing support for Infrastructure changes Pre Production The Pre production servers do not have Service Level Agreements (SLAs) as standard however activities are included as part of this service to: Maintain standing data and application release versions to match production Respond to automated alerting Testing support during core working hours As standard there is no out of hours support but this maybe available as an additional catalogue service item. Whilst there are no SLAs we will aim to ensure that preproduction application availability is maintained during core working hours. Development and Test The lower pricing for development servers reflects that whilst we will use reasonable endeavours, the standard service excludes: Inclusion of any SLA. Pro active monitoring. Infrastructure automated alerting IDS alerting. Transaction charge This is a monthly charge based upon the previous month s s. This will allow the customer to see their charge being related to the amount of s being supported through the applications. There are four standard bands of charges reflecting the monthly charge per : Less than 250,000 s per month 20p per 250, ,000 s per month 10p per 500, ,000 s per month 5p per 750,001 3,000,000 s per month 1p per 3000,001 5,000,000 s per month 0.1p per Over 5,000,000 s per month No charge The Cloud Integration Platform service is designed for high volume s and we would not expect volumes to fall below 250,000, however where it is anticipated that volumes may fall below this level, it may be possible to accommodate this and will determined as part of the on boarding process.

8 Additional Services Available The standard service is designed to meet the general requirements of customers wishing to obtain an application support managed service for their integration and messaging applications. There are a number of additional services within this offering that can be tailored to meet specific requirements that are set out in Section 6 of this document. Sopra Steria will work with customers to define the scope and size of service that is appropriate for the service and service levels required. These services will be priced based upon a time and materials basis using the G Cloud rates set out in the G Cloud Sopra Steria Application Management and support offering. In certain instances it will then be possible for the additional service to be offered on a fixed or use basis as part of a customer service catalogue item. In addition to T&M pricing potential pricing models that can be offered are as follows: 1. Continual Application Enhancement. We are able to offer this service on a fixed monthly charge basis based upon a set number of releases and on the basis of an agreed scope and sizing of content. 2. Additional hours of cover. It is possible to offer cover outside of the standard hours of service. Again these could be offered either as a fixed price additional service or as a catalogue item. 3. Connection / disconnection of integration end points. The standard service charge is not dependent upon the number of connections, although the take on of initial connections will be covered as part of transition and on boarding exercise. We will be able to provide a fixed price costs for the connection and disconnection of end connections to existing integration flows. These will be available as part of a customer catalogue. 4. Other Service Catalogue items. As part of the onboarding process, we will work with the customer to identify additional service items that can be provided as an additional cost service catalogue item. Technology charge The technology charge will only vary due to any change in the: Total number of servers used in each type of environment across all services Total number of technologies used across all services Transaction charge Transactions are charged over all services and not by service. This means that changes in volume will be priced at the lowest applicable rate. On boarding / off boarding costs The work described under the On Boarding process follows a standard approach, but is tailored to each customer s requirements. On this basis the tailored on boarding process will be offered on a T&M basis. Any assistance required to transfer the service to another supplier as part of exit can be provided as a service under the Sopra Steria Application Management and Support G Cloud offering. Further Information If you are interested in this Sopra Steria Cloud Services Offering and wish to order, or to discuss your requirements further, please contact us at: soprasteria gcloud@soprasteria.com Please see our Service Pricing Summary for further information about this service. Please also see the Service Terms for commercial information in support of this offer including service levels and our terms and conditions of service. Flexibility of standard service charges This service is designed to reflect the scalability and flexibility inherent in the cloud applications it is designed to support. This means that not only does the pricing model accommodate changes to a particular customer s individual service, there is the option for the same customer to introduce further services and to benefit from the economies of scale. Whilst there will be on boarding work and associated costs with the introduction of new services, and potential for costs associated with transition to a new supplier, the effect on the standard service charge is described below. Account management standing charge If the service has no material effect upon the amount of management effort to manage this G Cloud offering then there will be no change to monthly management charge.

9 Glossary Term BAU CESG CLAS CMDB COTS ICT IEC IL ISO ITIL KPI OLA OS RFC RMADS SaaS SAL SDD SLA T&M Description Business as usual Communications Electronic Security Group CESG Listed Advisor Scheme Configuration Management Database Commercial Off The Shelf Information Communication Technologies International Electrotechnical Commission Impact Level International Organisation for Standardisation Information Technology Infrastructure Library Key Performance Indicator Operation Level Agreement Operating System Request for Change Risk Management and Accreditation Document Set Software as aservice Security Aspect Letter Service Definition Document Service Level Agreement Time and Materials About Sopra Steria Sopra Steria, European leader in digital transformation, provides one of the most comprehensive portfolios of end to end service offerings in the market: Consulting, Systems Integration, Software Development and Business Process Services. Sopra Steria is trusted by leading private and public organisations to deliver successful transformation programmes that address their most complex and critical business challenges. Combining high quality and performance services, added value and innovation, Sopra Steria enables its clients to make the best use of information technology. + 37,000 Employees + 20 countries + 45 years experience Sopra Steria Three Cherry Trees Lane, Hemel Hempstead, HP2 7AH +44 (0) info.uk@soprasteria.com