INTERNATIONAL INSTITUTE FOR DEMOCRACY AND ELECTORAL ASSISTANCE. - Guidelines -

Transcription

1 INTERNATIONAL INSTITUTE FOR DEMOCRACY AND ELECTORAL ASSISTANCE ANNEX B TO THE CONTRACT FOR PROVISION OF SERVICES NO. TERMS OF REFERENCE - Guidelines - Content 1 General About IDEA Objective Current service setup Description of IDEA s IT infrastructure General infrastructure Managed infrastructure Server Availability of servers Backup Active Directory Network Exchange Software licence management SPAM Security

2 Internet IDEA Clients Standard desktop/notebook Client hardware Homedrives and other network shares Software installations Applications Maconomy iscala ÄHS Hogia Atlassian Confluence Mobile services Outlook Web Access Outlook anywhere LRAS Intranet access Active sync of smart phones Service desk Service hours of service desk Service desk SLA Monthly service desk reporting Local support Additional Services Smart phone support Tablets/pads VIP support Maintenance of Outlook global address book (GAB) Third party access IDEA s asset directory Future enhancements IT Governance Information/Knowledge Management Organization

3 7 Migration Technical alternatives

4 1 General 1.1 About IDEA The International Institute for Democracy and Electoral Assistance (IDEA) is an intergovernmental organization established in 1995, with member states across all continents, which aims to support sustainable democracy world-wide and assist in the development of institutions and the culture of democracy. At the interface between research, fieldwork and the donor community, IDEA provides a forum for dialogue, builds networks of experts, develops training materials and provides strategic advice at the international, regional and national level, cooperating with a range of organizations. More information about IDEA s work can be found on Objective IDEA is searching for an IT service provider (Tenderer) who will be responsible for the following areas: - Operations, maintenance, and administration of IDEA s entire IT-environment - Support IDEA s users - Ensure IT security standards according to tender specification. IDEA is therefore tendering a new contract for the time from June 1 st, 2012 until May 31st, 2015 with the possibility for both parties to cancel the contract after the first 12 month (trial period). Furthermore IDEA is interested in a strong partner who is able to support IDEA in other IT-related challenges as well. IDEA s institutional language is English. That means all contracts, reports, communications, web pages and descriptions must be provided by the Tenderer in English. 1.3 Current service setup IDEA has a running contract with a Stockholm based IT supplier which is delivering the following three services: - Server hosting (virtual) - Service desk (07:00 18:00h) - Local support (16 hr per week) The current contract will expire at the end of June

5 2 Description of IDEA s IT infrastructure 2.1 General infrastructure IDEA s headquarters is based in Stockholm. Approximately 80 users are currently located in Stockholm and approximately 60 users are located in the foreign offices worldwide (see diagram below). 80% of the HQ staff are so called knowledge workers basically using MS office tools and store files on traditional file servers. Administrative Assistents support them worldwide with administrative tasks. Further supporting units like IT, Finance, HR and Facilities Management are located in Stockholm. All IT users are centrally maintained in an Active Directory (AD). All HQ staff work in the same network domain LAN or WLAN based. The users in the foreign offices have no VPN connection to our network. Basically they only use Outlook Web Access or synchronize a local Outlook installation via https with the Exchange server. A certain number of users in the foreign office have a LRAS account (see chapter for more details) to access IDEA s network to save or download information. 5

6 2.2 Managed infrastructure Server IDEA is currently running 7 virtual servers in the datacenter of its current supplier: - File server (and domain controller) 650 GB - Exchange server 450 GB - Application server ERP 25 GB - Webserver 240 GB - SQL-server 440 GB - Terminal server for Clavister remote access 170 GB - Application server/database server for Atlassian Confluence 15 GB Additionally two local servers are run in a local server room: - Second domain controller - Print server Availability of servers Availability is defined as = uptime downtime (interruption of service). Where downtime is the time period when the service is not available and the cause is within the Tenderer s area of responsibility. The following incidents are not considered as downtime: - Planned interruptions, i.e. patch update management. All planned incidents are categorized by a pre-agreed consent between all parties. - Interruptions caused by mismanagement or misconduct from IDEA users The Tenderer should recommend an appropriate SLA for the server availability and should define liability in the case of non-fulfilment of SLA Backup The current supplier is providing a 30 days backup of all data and IDEA receives a full backup every 30 days stored on external USB drives. Tenderers should be able to offer at least two independent data centers which can guarantee a full backup of all data on a monthly basis. Furthermore IDEA would like to be able to choose if the data should be stored on the normal network share or if the data could be moved to different storage media (with a possible longer response time). 6

7 2.2.4 Active Directory All users are managed in a central AD structure. Creating and deletion of user account is done based on an agreed form supplied by the IT manager through the case management system. Credentials will be provided by . IDEA definitely needs a user self service tool, especially for the users in the foreign offices to provide an easy possibility to change passwords. This is an ongoing problem based on limited service desk working hours and time zone challenges Network IDEA is running a LAN at the current premise. The current provider has configured firewall and managed switches. IDEA is running two wireless networks a public one (WEP password protected) for guest with only internet access and an internal one (WEP protected) with full network access Exchange IDEA is currently using Exchange in the following way: - User mail files - Distribution lists - Shared mailboxes - External addresses (e.g. IDEA board members) - Bookable resources (projectors, meeting rooms, spare notebooks) - Team calendar The basic mail file has a 1 GB size limit and is often expanded up to 3 GB Software licence management The Tenderer will need to demonstrate that it can manage the software licence inventory and be responsible for its continuous maintenance and also, be responsible for informing IDEA when additional licenses are needed or when users ask for software which is not defined as standard software SPAM The current MXSweep anti spam solution provides an almost 99% absence of any SPAM s. s which were not bounced directly are stored in a dedicated folder and users are informed by about the s. They have the possibility to delete, un-junk once or always un-junk the . Messages in this folder will be stored 20 days before being deleted automatically. An individual access to the folder via https is always possible. Tenderers should provide a similar solution and should explain how it is working. 7

8 2.2.9 Security IDEA s network is currently protected by the following measures: - CLAVISTER firewall managed and implemented by the current provider - URL filtering will be done within the next weeks using the same CLAVISTER firewall - MXSweep Spam and Antivirus solution - Trend Micro installation on all PC s and servers - WLAN is protected Internet IDEA has an individual contract with an internet service provider which provides 100/100 MBit fiber connection and 10 public IP addresses. 2.3 IDEA Clients Standard desktop/notebook The standard desktop/notebook has the following setup: - Windows XP SP3 / Windows7 Enterprise - Office 2007/ Internet Explorer 8/9-7-Zip - Skype 5.x11 - Antivirus (Trendmicro) - Adobe Reader and VLC viewer Based on the internal tasks additional software is installed: - PDF creator - Dreamweaver - Adobe professional - MS Visio - MS Project 2010 Professional Notebook users all are using docking stations have the same tools. Most of them have a Telia mobile broadband software installed and use external USB 3G sticks. Basic setting on the desktops/notebooks is no local administrative rights but some exceptions have been made for special reasons (an overview is existing). The Tenderer should provide its approach to deal with local administrative rights. 8

9 2.3.2 Client hardware At the HQ IDEA runs currently: - 46 Notebooks + 10 new notebooks which will be bought in Q4/2011 (including spare notebooks to borrow for missions) - 47 Desktops (9 devices will be replaced within the next weeks) All machines are between 1 4 years old and all workspaces are established with an additional screen (19 inch upwards). A detailed overview can be delivered if needed at this point. Main suppliers of desktops have been DELL and HP and suppliers of notebooks HP and Lenovo Homedrives and other network shares Each user has its own home drive with no size limitation currently (the overall size of all home drives is 270 GB where the main space is needed by Outlook pst and Outlook archive files). A login script arranges the right folder mapping based on certain AD groups. The mandatory folders are: - M: home folder - O: public data storage - P: public presentations. The following shares are only used for limited users: - T: HOGIA users - J: ÄHS users - I: Intranet content providers Software installations Currently most software installations are handled by the local supporter. If IDEA has ordered a certain amount of new notebooks/pcs an image was created and as part of a rollout project the PC s have been replaced. Broken hardware or additional PC s based on new staff members has been installed manually as well new software. Please describe how images will be created and maintained and the installation of new software will be handled in the new service desk environment. 2.4 Applications IDEA is currently running five applications Maconomy Maconomy is the IDEA wide ERP system. Maconomy is installed with a third part application Business Objects for reporting and OLAP analysis. The applications and SQL database is running on a virtual 9

10 Windows 2008 R2 server in the external data center. A software maintenance contract with the system provider will guarantee the necessary services and an additional support contract assures the user satisfaction. Problems regarding Maconomy are basically handled directly between the Finance department and the third part supplier which has remote access to the server. Only problems regarding performance and lost connections are handled with the current service desk. Maconomy is used by IDEA users either with a web-based portal client or with a java based solution. That means no local installation is needed and our foreign offices access the application directly using the same technical possibilities iscala iscala is the former ERP system. One local installation is running in IDEA s responsibility on a client for reporting reasons. IDEA will finally delete this installation in A server based backup is available and a documented installation routine and the necessary software versions as well. A local Stockholm based supplier can support in case of problems ÄHS ÄHS is the currently used archiving system. Archiving means currently to store paper based result in big archive stores in IDEA cellar and to maintain the key information and the registration information in a database system called ÄHS. The software is approx. 15 years old and no further development is taking place. The database is stored on a network share and a Windows XP frontend is installed on PC s. An installation description is existing Hogia Hogia has been used for approximately 7 years as IDEA s payroll system. It is installed locally on two desktops and the databases and files are stored on a dedicated network share with limited access rights Atlassian Confluence In Q4/2011 a project has been started to use Atlassian Confluence as a prototype of an information management system. With the help of a third part supplier the system is currently customized. 2.5 Mobile services Outlook Web Access Outlook web access (OWA) is available for every user Outlook anywhere Almost all notebook users have this feature enabled to sync outlook via https. And the majority of the users in the foreign offices use this possibility to sync the locally installed outlook with the IDEA exchange server. 10

11 2.5.3 LRAS Our current IT supplier provides a Clavister LRAS solution for secure login to a web service which will provide access to dedicated drives and as well a terminal server based profile (usage of the normal desktop in a remote environment). Most users describe the solution very cumbersome especially when you try to access the service with a private device different security warning and Java version problems create frustration. In the future IDEA is asking for a - Secure way of accessing centrally stored information - Balance between usability and security concerns Intranet access Currently the Intranet access (Spider) is working with a simple domain login from any PC worldwide but this should be part of the secure connection possibility described above Active sync of smart phones Users who receive an IDEA smart phone will become a member of a dedicated AD group to limit the possibilities to sync s. 3 Service desk In the following section IDEA describes what it expects from the Tenderer because this has been the area with the biggest problems with the current provider. IDEA staff worldwide should be able to access the service desk via phone, and a web based tool if available. The Tenderer must guarantee that processes agreed between the Tenderer and IDEA will be followed like the following examples: - Creation of new user account - Deletion user account - Handling new software requests - Reset of passwords 3.1 Service hours of service desk IDEA is currently using the service desk between 07:00 and 19:00 hr on working days. We know that a lot of users (especially in the foreign offices and while travelling) struggle with these service hours but their demand is in 90% of the cases related to password problems. Therefore an additional service to change the password remotely by staff would increase the user satisfaction dramatically. In a further step (please see section IT governance) it could be necessary to expand the service to a 24/7 service if we offer a permanent remote access to the HQ servers. The Tenderer should provide costs for both service desk availabilities: 11

12 - 07:00 19:00 hr normal work days Monday Friday - 24 hours / 7 days a week 3.2 Service desk SLA The Tenderer should recommend an appropriate SLA for the service desk availability ticket handling times and should define liability in the case of non-fulfilment of SLA. The SLA should at least capture the following issues: - Support need concerning 1st- and 2nd-line support according to prior definition and scope for each intended, outsourced process - Reporting methods regarding reporting errors to Service desk - Respond times and prioritizing methods - Availability concerning holidays - Statistics 3.3 Monthly service desk reporting IDEA needs the following data on a monthly base. Either an online reporting tool will provide the information on demand or it will be provided as a monthly reporting: - Overview hardware (sorted by hostname and linked additional information) - Overview software (sorted by hostname and linked additional information) - Overview software (sorted by software version and additional information in on which hostname it is installed) - Overview WSUS status (how many PC have received updated etc.) - Overview Antivirus status (how many PC have latest version, which have problems, reasons for problems, virus problems) - Overview service desk tickets (overall number, average time to react, average time to resolve, min/max time to react, min/max time to resolve, number of tickets which do not fit the agreed timelines) - Overview about ticket occurrence regarding hardware/user - Usage Reports of IT resources such as storage, mail box size. - User statistics, logins and use of applications 3.4 Local support Currently IDEA has booked a permanent local support 16 hr a week on IDEA s premises. The experience we have made was good (from user perspective) but weak from IT-management perspective because the service desk has moved almost every ticket to the local supporter. IDEA s aim is to reduce the presence of a local supporter to the absolute minimum and to use extensively the possibility of remote control of PC s. Tenderers should describe how the proposed service desk will handle cases where local presence is needed and should propose at least for an initial period of three month a local support on Monday, Wednesday and Friday for 4 hours per day. 12

13 4 Additional Services On top to the current services IDEA asks for a proposal of the following services. These services are not mandatory and it is not yet decided if the services will be ordered. 4.1 Smart phone support The Tenderer should describe how a user support via service desk can be handled for the currently used IDEA smart phones (approximately 60) and what does it costs: - iphone 4 - iphone 3 - Sony Ericsson ARC - Nokia E Tablets/pads IDEA is currently using only one ipad2 but the demand is increasing and maybe in the future pads will replace notebooks under certain conditions. What kind of services can be offered by the Tenderer and what does it cost? 4.3 VIP support Does the Tenderer offer a special support possibility for VIP s (which is basically the senior management who are frequent travellers)? How can a VIP support be solved within the service desk and what does it costs? 4.4 Maintenance of Outlook global address book (GAB) Currently IDEA is seeking for a tool to manage the entries of the GAB by its own. Major objective is to use the GAB as the main employee overview which provides almost all necessary information about the users (org-unit, address, phone and mobile numbers). Does the Tenderer offer a special service to solve this need and what does it cost? 4.5 Third party access The Tenderer should provide a technical solution for third party suppliers (described e.g. in chapter 2.4) to access servers and maintain applications and should provide the costs for that service. 4.6 IDEA s asset directory The Tenderer should provide an IT asset directory (Configuration Management Database CMDB) which should be available for IDEA to maintain additional assets like smart phones or other IT accessories. An important aim is to maintain the link between staff and IT-asset. The Tenderer should provide the costs for that service if it is not included in the normal service delivery. 13

14 5 Future enhancements 5.1 IT Governance The current organizational setup of IDEA s IT is responsibility of the HQ IT but not for the foreign offices. The plan is to change that within the next 12 months. That means the supplier should demonstrate an appropriate technologic solution to let the staff in the foreign offices work with the central servers in HQ while using the existing hardware (e.g. Citrix, MS Terminal Server). Before the organizational background is in place the technique could as well be used for special notebooks IDEA provides for travelling. 5.2 Information/Knowledge Management IDEA is currently investigating how its future information and knowledge management strategy should look like. A possible outcome will be a tool recommendation. 6 Organization IDEA requires one responsible service delivery manager who is the main contact person for the IDEA IT manager. Furthermore there should be a possibility for the IT manager to escalate or prioritize tickets. 7 Migration As mentioned earlier the contract with the current IT supplier ends in June, If there is a change in supplier, the Institute s goal is to finalize the migration by the end of May 2012 ready to start the new services on June 1 st, Based on their own experience Tenderers must provide a migration plan and a time estimation for the migration. The Tenderes should name a project manager for the migration project. A cost estimation and a detailed project plan must be provided, which outlines especially the necessary tasks of the three involved project parties new IT service provider, current service provider, and IDEA. This is very important because, if there is a change in provider, the current provider will need to plan the necessary tasks internally and to provide an additional proposal to IDEA. It would be important to outline as well what would happen if certain data is not available ( Plan B ). 8 Technical alternatives IDEA has created this Terms of Reference based on the current IT setup combined with adoptions and enhancements. If a Tenderer proposes other more appropriate solutions to run IDEA s IT, the alternatives should be described and submitted together with the cost of the proposed services. 14