GovDC Engagement Pack Version 1.0

Transcription

1 Engagement Pack Version 1.0 September 2013

2 Table of Contents Section Executive Summary 3 About Overview of s strategic vision Benefits of s service offerings Overview of features Data Centre as a Service Marketplace and service catalogue Network reference architecture and Services Backbone Engaging with Government Mandate and migration triggers Contractual arrangements with Agency migration considerations and strategies Migration support and the Accelerate Program Onboarding to Operating Operating within and the Service Desk Portal procedures governance and management bodies? roadmap What does success look like? Page Who should read this document This document is intended for operational and technical data centre staff. Its primary objective is to provide a high level overview of how to engage with. The engagement pack is supported by a wide range of more detailed technical and strategic documentation available over the internet and through the Sharepoint site. To gain access to the Sharepoint site please contact the team directly. For agencies in the planning stage of their migration to please refer to the Engaging with section. For agencies who are in the migration stage, please refer to the section. For agencies who are operating within or beginning to operate within the facilities please refer to the Operating section.

3 Executive summary Pg. Who are? Pg. How does operate? Pg. Migration into

4 is a Whole of Government Data Centre Reform Project aligned to NSW Government ICT Strategy 2012 providing service and cost benefits Two concurrently maintainable state of the art data centres with fibre ring connection - Tier III accreditation Guaranteed capacity availability with flexibility in growth to meet agency needs 20MW of total capacity across both data centres Avoids,000 tonnes of CO2 emissions over 1 years Leverages the Government s economies of scale in procurement by aggregating demand for data centre capacity and infrastructure in one location Cost avoidance of $227m over 10 years uses C777 pre-negotiated energy contract to access the lowest cost utility prices Marketplace drives competition between suppliers to produce better value for Government Encourages the virtualisation of agency data centre infrastructure Supports the formation of a Marketplace for private sector suppliers through a standard Service Catalogue with flexible supply options, and secure robust connectivity via the Services Backbone Empowers a shift to as a Service consumption where agencies pay for services used Marketplace fosters service innovation between suppliers and agencies Delivers key elements of the NSW Government ICT Strategy 2012 focused on Infrastructure and Managed Services, Procurement Reform, Services Anytime Anywhere, Community and Industry Collaboration, and Better Value Investment Supports the NSW 2021 plan for Better Services and Service Delivery achieves ICT Reinvestment Pool targets of rationalising ICT resources, reducing inefficient legacy systems and improving service delivery

5 provides these benefits through the consolidation of Government data centres into two purpose built data centres and the creation of a private marketplace for vendors The current NSW Government data centre landscape is fragmented with over 130 data centres in operation The existing data centres do not have the capacity, reliability or flexibility to enable and support ongoing and future agency operations Current data centres create excess emissions through the inefficient use of electricity Consolidation of the 130+ Government data centres offers the opportunity to improve cost, service quality and capacity for the Whole of Government Marketplace The marketplace exists as a hub where suppliers can provide as-a-service products to agencies from within. This Marketplace will enable infrastructure-as-aservice, platform-as-a-service and software-as-a-service offerings, these services are then purchased through the service catalogue. The formation of the Marketplace drives the evolution of the Government data centre landscape towards consumption of ICT services and infrastructure as a Service 1. Agencies migrate to facilities over the course of years 2. A marketplace is enabled where suppliers innovate and compete for agency business, maturing their offerings to an increasing range of managed services 3. Suppliers are incentivised to serve the growing market as the number of agencies within facilities increases. Agencies move to managed services to reduce costs and improve services. The shift to managed services offers greater flexibility for future capacity and requirements

6 A structured process is in place to support agency migration to and achieve the benefits of the Data Centre Reform Project MOU / Sub-licence Engagement pack Onboarding frameworks Operations Manual Engaging with Operating Contractual arrangements are designed to allow clients to retain IT sovereignty whilst taking advantage of benefits: Agencies sign a Memorandum of Understanding which establishes the business relationship between agencies and including the committed load Vendors sign a sub-license which establishes their relationship with and establishes their committed load These two contractual arrangements are supported by a head contract between and Metronode which defines their working relationship Allocation of space is carried out by the Data Centre Management Team to provide an efficient use of space Agencies design their own migration plans with support available at all stages from : Migration support services are available to all agencies during their migration to Agencies can also leverage the Accelerate Program to support their migration Virtualisation and consolidation of infrastructure is promoted provides ISO27001 certification for physical assets and use of the Services Backbone provides certification for ICT assets Agencies are provided with detailed technical onboarding frameworks Metronode and the Data Centre Management Team will co-ordinate the migration process The operational management of an agency s data centre facilities within is through the innovative service portal: Governance is managed through policies, procedures and standards to achieve the aims of the Data Centre Reform Project Take up of additional capacity and services as required Continual improvement of operational environment Operation of agency infrastructure and facilities is through an online service desk portal The service portal enables agencies to maintain their own data centre NABERS rating Yearly forecasting of data centre capacity requirements from vendors and agencies

7 About Pg.8 Overview of Pg.9 s strategic vision Pg.10 Benefits of

8 About Operating is a Whole of Government Data Centre Reform program aligned to the NSW Government ICT Strategy 2012 was formed as part of the Data Centre Reform Project which seeks to address the NSW Government s increasing demand for computing capacity, reliability, network connectivity and data storage. The Data Centre Reform project also aims to: end the competition between agencies for independent data centre leases, disaggregated demand for data centre capacity, ad-hoc and inefficient procurement approaches, and provide a dedicated Government facility. The solution chosen for the reform project is a pair of modern, reliable, energy efficient, secure and fit-for-purpose Tier III data centres, in Silverwater and Unanderra, with a total capacity of 20MW. With the prestigious Tier III accreditation from the Uptime Institute these facilities address the NSW Government s requirements for data computing and storage capacity. When fully developed each data centre will be connected to each other via a high capacity fibre-optic network which supports high speed transmission services and provides agencies with the reliability and flexibility required for their ongoing and future operations. To support the Data Centre Reform Project, the NSW Government released DFS circular C which mandates that all NSW Government agencies must relocate their data centres and computer rooms into the new facilities within four years of their opening (July 2017). All agencies are required to subscribe to capacity through a tenancy agreement with the Department of Finance and Services. To assist with the mandated data centre consolidation, an Acceleration Program has been made available. This Program provides agencies with shared infrastructure and services that allows them to take a consolidation first approach in the new data centres, enabling rapid adoption of more economical shared and cloud services. The Accelerate Program also allows agencies to adopt this Whole of Government initiative without the need to re-prove the value of, or seek funding for, strategies that have already been approved at the Whole of Government level. The anchor tenants in have committed to take up 3MW of capacity within the facilities. Modelling shows that the Data Centre Reform Project will reduce the NSW Government s data centre facilities costs by $227 million over a 10 year period, compared with current behaviour. also aligns closely with a number of the aims of the NSW Government ICT Strategy It facilitates rationalisation and consolidation of ICT resources on a multi-agency level, delivers efficiencies across Government ICT as a whole, supports the creation and implementation of the Government Private Cloud, allows the Government to execute virtualisation and consolidation plans, and establish strategic asset management systems. also supports other aims of the NSW Government ICT Strategy 2012 including: better information sharing, procurement of standardised ICT Services, supporting the Infrastructure and Managed Services Plan, maximising utilisation of purchased assets and services, sharing information assets and enabling the security of Government information. 8 For further details please refer to DFS circular C2012-1, and the Sharepoint site and General -> Overview Materials

9 About s strategic vision is driven by NSW Government s long term plans and the NSW Government ICT Strategy 2012 Operating The strategic direction is provided by summarised for in the following objectives we will do this by NSW 2021 Improve the performance of the NSW economy Rebuild State finances Drive economic growth in regional NSW Increase the competitiveness of doing business in NSW NSW Government ICT Strategy 2012 Focus areas: Infrastructure and Managed Services Procurement Reform Services Anytime Anywhere Community and Industry Collaboration Better Value Investment ICT Reinvestment Pool Target investment in worthwhile capital projects Rationalise ICT resources and reduce inefficient legacy systems Improve service delivery Reduce infrastructure spending Reduce operational risk Increased capacity flexibility Improve agency integration Reduce Government s environment impact Improve security Consolidating the Government s 130 current physical data centres into 2 state of the art facilities Commoditising data centre services and incentivise sharing common infrastructure to reduce operational costs Creating a marketplace for external suppliers to offer low latency, high security services on-site to lower costs and implementation time Providing reliable data centre capacity for all agencies with the capability for 2x7 operations Providing data centre facilities with the flexibility to meet future agency data centre and ICT requirements Promoting the use of virtualisation to improve ICT infrastructure platforms and to facilitate the transition to as a Service Providing standardised high specification security procedures with centralised data and access security Enabling every agency to secure and maintain a NABERS accreditation for their data centre infrastructure 9 For further details please refer to Information and Communications Technology (ICT) Reinvestment Pool Policy & Guidelines Paper, and the Sharepoint site and General -> Overview Materials

10 About From launch in July 2013, offers an improved data centre landscape for Government agencies with increased ICT service quality, cost savings and improved environmental outcomes Operating ICT service quality Concurrently maintainable facility with low outage risks - Contracted % availability Low latency, high security services Improves physical security, and enables enhanced ICT security through the Services Backbone Comprehensive SLAs for all services Guaranteed capacity availability with flexibility in growth to meet agency needs Marketplace fosters service innovation between suppliers and agencies Promote a focus on service management rather than technology management Provides the flexibility and capacity for current and future agency services Cost Immediate cost savings through the consolidation of 130 data centres into 2 state of the art facilities - estimated $227m of avoided costs over 10 years (1). Aggregates demand for data centre infrastructure to enable purchase at Wholeof-Government scale Reduced procurement costs for agencies facility uses C777 pre-negotiated energy contract to access the lowest cost utility prices Empowers a shift from a capex model to opex, creating greater flexibility for data centre consumption and a higher degree of financial management where costs are understood and controlled The marketplace drives competition between suppliers to produce greater value for Government Environmental Lower carbon emissions - estimated,000 tonnes of CO2 avoided over fifteen years, equivalent to 10,000 cars a year Lower energy costs through the NABERS star rated facilities Improved environmental performance from current office space through the repurposing of existing data centre space Enable agencies to gain their own NABERS Accredited Assessment for data centre facilities through the Asset Management system 10 For further details please refer to DFS circular C and (1) Cabinet minute 1 May 2012

11 Features of Pg.12 Overview of features Pg.13-1 Data Centre as a Service Pg.1-1 Marketplace and Service Catalogue Pg Network Reference Architecture and Services Backbone

12 About provides features that enable agencies to pursue their own data centre strategies and facilitate the shift towards as a Service consumption of data centre services s key features include the provision of Data Centre as a Service to all NSW Government agencies, the development of a marketplace where agencies can source components of their ICT infrastructure and application portfolio as a Service, and a network architecture that facilitates the consumption of ICT infrastructure and applications as a Service. Operating DCaaS Marketplace Services Backbone These features support three primary data centre strategies for agencies: Colocation - Agencies migrate all of their existing data centre infrastructure to the facility and once in place, they operate independently from other agencies and marketplace suppliers located within the facility. In this scenario agencies are able to take advantage of the physical security provided by as well as the cost and environmental benefits provided by the facilities, whilst retaining use of their existing data centre assets. This model also provides the reliability and flexibility that the agency s ongoing and future operations require. Hybrid - An agency migrates a proportion of their infrastructure to the facility. The infrastructure that isn t migrated to the facility is then replaced with as a Service services sourced from vendors within the marketplace. An agency pursuing this strategy is able to take advantage of the Services Backbone to connect its existing infrastructure to the services it has purchased, as well as the cost, security, reliability and environmental benefits provided from using the facility. This agency will then realise the benefits of service consumption where appropriate. Managed services - Via this strategy an agency chooses not to procure new infrastructure or migrate their existing infrastructure into. Instead the agency will source all their infrastructure needs as services from vendors inside. This provides the agency with significant capital expenditure savings and offers the agency greater flexibility for its capacity usage, as services are bought on a kw charge basis. 12 For further details please refer to the Sharepoint site and General -> Overview Materials

13 About Through the provision of Data Centre as a Service (DCaaS) to NSW Government agencies simplifies their data centre operations and creates greater value for the Whole of Government Operating DCaaS The Data Centre as a Service (DCaaS) offering packages, in a single per kw charge, a range of data centre components which may typically be procured separately. The diagram above offers a high level view of s DCaaS. This provides a range of benefits to clients including: a single invoice for all components, streamlined procurement and provisioning and modular expansion options architected using leading infrastructure. Components included in s DCaaS: Rack and Cable: The building has been fitted out with sufficient base cabling infrastructure to support the tenants custom cable and fibre requirements which are organised separately through the service catalogue. also provides standardised, secure equipment housings available through the service catalogue for all tenants of the data centre Physical Space: The facilities are made up of Metronode s BladeRooms, this advanced technology solution underpinning the cooling, power distribution and electrical infrastructure of the facility. This system provides: energy efficiency, scalability and always on resilience Mechanical and Electrical: Tier III Uptime Institute certified mechanical and electrical equipment - UPS generators, free air cooling, DX cooling. Fire protection is through a Inergen gas system Public Utilities: Metronode directly passes through the C777 Retail Supply of Electricity (Large Sites) contract, at no extra charge, which provides access to the best value electricity prices for all tenants. Asset Management: An ICT Asset Management Service which seamlessly integrates with the Service Desk is available to assist with management and agencies obtaining a NABERS certification Security: There is a high degree of physical security. The physical security includes CCTV, Security Control Room, Iris biometric scan, 3m fencing Other Services: Dedicated parking bays, secure and monitored goods delivery dock, inward good storage, meeting rooms, secure build rooms, office space and key management services 13 For further details please refer to

14 About Agencies are provided with access to physical facilities via their MOU, and the ability to order DCaaS and associated services through the Service Portal Operating Building Certifications and standards: Uptime design, build and operate Tier III NABERS five star for data centre and office space environmental certification Services Backbone certifications: Design based on TOGAF and SABSA Enterprise Architecture Framework, ISO27001 certification, Federal DSD certification (DSD irap gateway certification) up to and including 'PROTECTED, PCI DSS certification TIA 92 for cabling and racks Building Specifications Silverwater floor area,30 sqm, Unaderra,00 sqm 10MW capacity in each location Capacity for 2,000+ racks in each location Service Catalogue: Accessible through the NSW Buy website, the service catalogue enables external vendors to supply agencies with as a Service services. The service catalogue offers agencies the chance to search for available services and service providers. Service Portal: Operated by Metronode on behalf of, the Service Portal allows agencies to order services from the Service Catalogue. The Service Portal is also an operational tool for requesting operational services such as Permission to Work (PTW) and ticketing. Building Readiness: Both data centres are fitted out (power, data cabling, racks) and ready for production operation External Communications: Nextgen are live with Telstra and Pipe orders placed carriers generally only install once a service is ordered. Both POP rooms ( or meet me rooms ) are live. Services available through the Service Portal at launch include: Installation of racks and custom engineering: Installation of racks and cabinets, and custom engineering of racks and cabinets for specialist equipment Intersite connectivity: A range of connectivity options and speeds including SDH, Fibre Channel, Ethernet Security upgrades: Including data hall hardening, caging systems, dedicated cameras and access control systems Electrical power and earth connections: Including busbars and bonding to earth supply Structured cabling and cable management service: All copper and fibre ties, patching, crossconnects and managed tie-cables external to racks or cabinets 1 For further details please refer to

15 About The services provided through the data centres are supplied by fully vetted suppliers under the existing ICT Services Scheme Contract Agencies are responsible for procuring and operating all ICT Infrastructure that resides within s facilities, including: Applications, Server Systems, Platforms, Storage solutions and Virtualisation. exposes the suppliers approved under the ICT Services Scheme through NSWBuy and its Service Catalogue, which is available at: The NSW Government ICT Services Scheme is the new model for delivering ICT services to NSW Government. These new arrangements ensure that NSW government agencies can find and procure the goods and services that best meet their needs, making it easier for industry to do business with government. The Service Catalogue reflects the contract between the DFS, on behalf of the government, and Metronode. This is maintained by the Data Centre Management Team who are responsible for ensuring that the Service Catalogue is up to date and accurate whilst also reflecting tenant requirements. Tenants are responsible for selecting the services they require to support their business objectives and processes. All prices quoted in the Service Catalogue are agreed between Metronode and DFS and are not negotiable by Government Tenants. Operating The ICT Services Scheme Contract features include: New straightforward online application to remove lengthy and expensive tender processes Always open policy, allows suppliers to register for inclusion on the Scheme at any time, giving access to new suppliers and emerging technologies Streamlined ICT service categories aligned to the NSW 2012 ICT Strategy Introduction of two supplier lists: The Registered Supplier List for low risk contracts valued up to $10,000; and the Advanced Registered Supplier List for high risk contracts or contracts valued over $10,000. Suppliers can be included on one or both of these lists New, simple short-form contract for the low risk low value category of work provides opportunities for small to medium businesses. This reduces the cost of doing business with government. ICT Services Scheme Contract categories: Architecture and Design as a Service offerings Benchmarking Data Centre Desktop Management ICT Programs Learning Services Network Management Other ICT Devices Risk, Security and Server Management Strategy Systems and Solutions 1 For further details please refer to

16 About The Government Private Marketplace offers agencies a marketplace where components of their ICT infrastructure and application portfolio can be sourced as a Service Marketplace: The marketplace exists as a hub where suppliers can provide as-a-service products to agencies from within. This Marketplace will cover infrastructure-as-a-service, platform-as-a-service and software-asa-service offerings, which can be purchased through the service catalogue. At launch 20+ suppliers have already signed non disclosure agreements and a further 2 have submitted expressions of interest. Marketplace Operation: The formation of the Marketplace drives the evolution of the Government data centre landscape towards agency consumption of services and infrastructure as a Service. 1. Agencies migrate to facilities over the course of years ( launch in July 2013 to mandated migration completion in July 2017) 2. A marketplace is enabled where suppliers innovate and compete for agency business, maturing their offerings to an increasing range of managed services 3. Suppliers are incentivised to serve the growing market as the number of agencies within facilities increases. Agencies move to managed services to reduce costs reduce and improve services. The shift to managed services offers greater flexibility for future capacity and requirements Operating 1 The Marketplace reduces agency duplication and promotes a shift to as a Service The Government Private Marketplace promotes the virtualisation of agencies data centre infrastructure, as the marketplace offers agencies services provided as a Service. Virtualisation of data centre infrastructure provides many business benefits by reducing cost and device sprawl whilst also allowing for faster deployment of services. The use of physical (non-virtual) devices also provides many business benefits, such as reduced complexity, isolated upgrade capability and reduced impact of equipment failures. A marketplace for suppliers is created by aggregating agency demand for services within. These vetted suppliers allow agencies to purchase data centre services wholesale, reducing the duplication of agency consumption The marketplace encourages agencies to virtualise and pool their data centre requirements, and consume them as services Service consumption increases both organically as agencies take up new services offered by the marketplace, and is driven by agency co-located infrastructure reaching end of life As agency consumption of services and the public cloud market matures, public cloud can be leveraged more extensively to take advantage of the greater choice and economies of scale it offers Eventually agencies can run a hybrid model with all non-core applications and infrastructure as a Service via automated provisioning from either the government private marketplace or public cloud For further details please contact the team directly

17 Services Backbone The Services Backbone is available to all tenants to enable the consumption of services purchased from vendors within The Services Backbone is available to all tenants when they migrate to, though agencies can choose not to access it. The Services Backbone is a scalable and highly available infrastructure component which provides a standardised framework for government departments and agencies to consume services provided by the infrastructure or from the Private Government Marketplace from third party service providers. The backbone will provide for an Always On concept across the core services offered within network, WAN, internet gateway and internal systems infrastructure. It will aim to reduce the number of physical devices including servers, network switches, routers and firewalls via virtualisation to minimise establishment and operating costs whilst maximising infrastructure agility. This will facilitate a cost effective and sustainable IT infrastructure to best protect systems and data information. The two key principals that the Services Backbone seeks to achieve are: Operational availability of applications, systems and infrastructure ( Always ON ) Maintaining infrastructure resilience and integrity Other principles that the Services Backbone is based on include: Active active operation Virtualisation Baseline security services Simplified infrastructure Efficiency Visibility Scalability Standards compliant Segmentation To assist agencies in their migration to the Services Backbone, has created a number of technical onboarding frameworks which detail the processes to connect. 1 2 Features of 3 Engaging with About The Backbone has been extended to Global Switch s facility so that agencies who are yet to migrate can consume marketplace services provided from within s facility. Single Sign On (SSO) The SSO provides a centralised authentication service to all applications provided via the Government Private Marketplace and the Services Backbone. The SSO will provide: Integration with local agencies to ensure an end to end authentication experience where users will access applications based on the desktop login Account self-service tools, to enable user to manage their account Workflows to allow user driven access requests and account fulfilment to downstream applications The SSO is provisioned as part of the Services Backbone. Benefits SSO can provide Agencies: Operating Desktop SSO: Allow seamless and secure authentication to resources with no requirement for the user to enter any credentials Integration with existing agency on premise SSO solutions: The SSO can federate with agencies local Identity Provider to provide a consistent experience when accessing all federated applications Self Service: Allows agency users to request access to systems through the portal removing the need to involve service desk or technical resources Features of the Single Sign On Governance and Security Workflow automation Automated Account Provisioning Identity Aggregation Federation Self Service Tools 17 For further details please refer to Frame Group documents: DCR Project HLD Recommendations v1.0 FINAL, NSS Technical Standard and Reference Architecture v0 and DFS Network Security HLD v0 3

18 . Services Backbone. Secure Administration Domain 1 2 Features of 3 Engaging with About s secure, modular network reference architecture provides the framework for agencies to consume their infrastructure and applications through an as a Service model Operating Public cloud service providers Internet traffic Agency application traffic The network architecture uses an agile domain and zone model to effectively enable information sharing across traditional barriers, enhance the ability to deliver effective and timely services, and support business units in their efforts to improve business functions and services. Agency A DMZ Agency n DMZ 3. External Cloud Access Domain 1. Demilitarised Zone (DMZ) Domain Externally facing public internet level security Internally controlled - Cloud Service Consumption / Controlled Perimeter Common Services e.g. web proxy, MDM, secure , collaboration 1. DMZ Domain protects the application, data domains and sub-domains (zones) by confirming identity and trust prior to allowing access to these protected domains and zones 2. Internal Protection Domain houses agency compute and storage resources, along with a growing number of common services accessible to agency business applications Each domain in the network architecture provides a set of standard containers, within which functional components can be securely provisioned from a range of sources. Sources include : On-premise private sector suppliers, On-premise government agencies, itself, Public (off-premise) cloud providers. 2. Internal Protection (Consumer) Domain Common Services Intranet Agency or Supplier business applications Storage Area Network 3. External Cloud Access Domain provides a common interaction point to consume external cloud services. Secure Administration Domain provides segregated privileged user access to the systems application, data domains and sub-domains (zones). Services Backbone provided by, offers robust, secure connectivity between agency resources 18 For further details please refer to Frame Group documents: DCR Project HLD Recommendations v1.0 FINAL, NSS Technical Standard and Reference Architecture v0 and DFS Network Security HLD v0 3

19 About Operating Building features and terminology The facilities include a range of data centre features that may be referred to by various terms in industry publications. To promote clarity of communication and understanding, we confirm here the standard terms that are used in all materials. Support Space Alternative terms include: Office Space Technical Space Hot Corridor IT Room Alternative terms include: Pod Room Private Suite Data Hall Alternative terms include: Hall Room BladeRoom Hall ICT Tech Space Pod Module Air Optimiser Cold Corridor Row Rack Alternative terms include: Cabinet 70 Series BladeRoom Data Centre 19

20 Engaging with Pg.21 Government mandate for migration and migration triggers Pg.22-2 Contractual arrangements with

21 About Agencies create their own migration strategy to meet the mandated migration deadline July 2017, four years after the data centres open Operating Mandate DFS Circular C Data Centre Reform Strategy mandates that all NSW Government agencies must relocate their data centre and computer room infrastructure into by July 2017, four years after the facilities open Agencies must obtain approval from the Director-General, Finance and Services before making alternative data centre arrangements. Key migration triggers for agencies within the four year deadline are: Migration Triggers Current property or data centre lease expires End of equipment life Capacity in existing data centre is reached Large ICT transformation project July Mandated deadline years after the opening of the facility Agencies will be expected to migrate into the facility when their current data centre leases expire. Another potential migration point for agencies will be when their current office lease expires, where equipment is housed in offices. Existing agency equipment reaches the end of its life. At this point the agency will execute its migration strategy to. When agencies reach the limit of their current data centre capacity. They will have to migrate into the facility as no further expansions to data centres are permitted. Agencies undertaking a large ICT transformation project will be required to migrate to. All new ICT programs must detail any requirement for use of the new data centre facilities. The Government Circular DFS C Data Centre Reform Strategy states that all NSW Government agencies (except State Owned Corporations) must relocate their data centres and computer rooms into the new facilities within four years of opening by subscribing to capacity through a tenancy agreement with the Department of Finance and Services. 21 For further details please refer to DFS Circular C2012-1

22 Service Catalogue 1 2 Features of 3 Engaging with About Contractual arrangements are designed to allow clients to retain IT sovereignty whilst taking advantage of benefits Operating Marketplace suppliers Sub-licence Terms under which suppliers take space within ICT Services Scheme Contract Services in the Catalogue are purchased under the ICT Services Scheme Agencies Head Contract Terms under which buys capacity in the data centres, including SLAs and expansion options Defines: MOU How agencies occupy the Facilities and receive Services How DFS will manage the occupation of the facilities and the provision of the Services on behalf of agencies Roles, responsibilities and risks of DFS and agency 22 For further details please refer to Agency Data Centre Manual vers 2.0

23 About Before migration agencies sign a Memorandum of Understanding to define the key business arrangements between DFS, and the agency Operating Memorandum of Understanding The purpose of the Memorandum of Understanding (MOU) is to set out the arrangements between DFS (as principal in the Agreement) and the agencies that occupy the facilities and receive the services. The objective of the establishment and use of the Facilities is to provide NSW Government agencies with increased reliability for ICT operations, effective cost savings and improved environmental outcomes. The MOU covers the basic arrangements by which agencies will occupy the facilities and receive the services applicable to the Agency, the arrangements by which DFS will manage the occupation of the facilities and the provision of the services on behalf of agencies, and the roles, responsibilities and risks of DFS and the Agency in relation to such arrangements. Capacity in the data centre is allocated according to the Committed Load. The initial Committed Load is set in an MOU for Government Agencies and a Licence for all other Tenants. 1. Authorised representatives 1.1. By signature below, the Department of Finance and Services and the Agency certify that the individuals listed in this document as representatives of the Parties are authorised to act in their respective areas for matters related to this MOU. Executed by: Department of Finance and Services Signed by Signature: Name: Title: Date: The Memorandum of Understanding is signed by Agency (as described in Item 1 of Schedule 1) Signed by Signature: Name: Title: Date: Activities relating to MoU Agencies sign a Memorandum of Understanding which establishes the Committed Load, and the relationship of agencies with and DFS Agencies create their own migration strategies which are submitted to DFS for capacity planning prior to migration to assumes responsibility for monitoring migration and taking action required to ensure that it remains on course and that benefits are realised Agencies can leverage the Accelerate program and a prequalified migration advisor list to assist with migration Agencies must provide their forecast annual capacity requirements as part of their MoU. This requires agencies to assess their current data centre environment, so that an accurate forecast can be provided Detailed capacity demand requirements; and inter-site network requirements, for years 1 to 3 will be finalised, and become binding through the MoU 23 For further details please refer to Generic MoU May 2013

24 About The Memorandum of Understanding requires agencies to submit their forecast capacity demands, which are updated every 12 months Operating Agencies are required to submit a forecast of their capacity demands for their first five years of occupancy in. This forecast can then be updated every 12 months as enshrined by the MoU. The MoU also defines the following elements of the agency/dfs relationship: Objectives of shared data centres Representatives covered by this MOU Purpose and scope Governance Agreement Functions of the Department of Finance and Services Functions of the Agency Mutual Obligations Payments Determination of Agency Monthly Provisioning Payment Liability Indemnities Term of this MoU Confidentiality Miscellaneous Principal contacts Agency Specific Requirements Authorised representatives A B C D G Requirement ICT load (kw) to be migrated to the whole of government Data Centre 1 (Silverwater) during each of the first five years after the doors-open date. ICT load (kw) to be migrated to the whole of government Data Centre 2 (Unaderra) during each of the first five years after the doors-open date. Cumulative ICT load (kw) that will be deployed at the whole of government Data Centre 1 (Silverwater) by the end of each of each of the years after the doors-open date. Cumulative ICT load (kw) that will be deployed at the whole of government Data Centre 2 (Unaderra) by the end of each of each of the years after the doors-open date. Annualised Agency Monthly Provisioning Payment Years after opening date of new data centres For further details please refer to Generic MoU May 2013

25 About Vendors providing services from within the data centres are registered under the ICT Services Scheme and have a sub-license agreement with DFS and Operating Sub license The Colocation License agreement defines the terms under which suppliers provide services to Government bodies take space within. In addition to being registered under the ICT Services Scheme, suppliers providing services from within the data centre have to sign a sub-licence agreement, which defines the relationship between themselves, DFS and. This sub-license is a pass through from the Head Contract between the Department of Finance and Services and Metronode, the operator of the facility. The sub-license allows licensees to install and retain equipment as a licensee of the State in the ICT Technical Space, to engage or use any of the services, pass and re-pass at all times over the Common Areas. Licensees must also commit to purchase and receive mandatory services. Capacity in the data centre is allocated according to the Committed Load and this is set in an MOU for Government Agencies and a Sub-licence for all other Tenants. Covered by the Sub-license Term License ICT Technical space Relocation of the equipment Role of the parties Acknowledgements and waivers Licensee s obligations State s obligations Fees and payment terms Security Limitation of liability Indemnities Insurance Terminations Force majeure Intellectual property Confidentiality, privacy and disclosure of information Work health and safety Activities relating to Sub-license Vendors sign a sub-license agreement which establishes the Committed Load, and the relationship of vendors with and DFS Vendors services provided in are aligned with the ICT Services Scheme Contract The ICT Services Scheme is the new model for delivering ICT services to NSW Government. These arrangements ensure that NSW Government agencies can find and procure the goods and services that best meet their needs, and makes it easier for industry to do business with government Licensees must arrange to purchase the mandatory services provided by Licensees must provide their forecast annual capacity requirements as part of the sublicense agreement 2 For further details please refer to Colocation Licence Agreement - Template May 2013 and NSW Colocation Licence SummaryUnpriced

26 About The Sub-license agreement defines mandatory services which all vendors must source from and associated service levels Operating Structured cabling Sub license mandatory services: All copper and fibre ties external to racks or cabinets. Cable management service All copper and fibre patching and cross-connects and managed tie-cables external to racks or cabinets. Busbar tap-off All power tap-offs from the bus. [Metered tap-offs are also mandatory for IT Vendors] Bonding to earth supply All bonding of racks or cabinets to the Data Centre earth strip. Additional busbars All additional electrical work external to racks and cabinets. Installation of customer-supplied rack All installation of racks and cabinets. Security options All security options external to racks and cabinets including data hall hardening, caging systems, cameras and access control systems. Custom engineering All custom engineering external to racks and cabinets, including water-cooling systems. Services Backbone network Connections into and use of the Services Backbone to deliver services to Government Bodies. Included Services: UPS protected power delivered to the ICT Technical Space Diesel generator protection for power in the ICT Technical Space Environmental control of temperature and humidity in the Technical Space Fire Protection systems - Inergen Gas system Site security Service Levels Technical space uptime 100% Cold aisle temperature Rate of change of temperature (8hour rolling ambient) Humidity within cold aisle Rate of change of humidity (8 hour rolling) Service desk available Notice of works which may be disruptive to services Notice of interruption to utilities Inter data centre data network availability (unprotected) Inter data centre data network availability (protected) Inter data centre data network availability (dual unprotected) Inter data centre data network MTTR Inter data centre data network maximum latency C +/- 3 C 30% to 70% relative humidity +/- 10% 2x7x3() 8 working days 12 days notice 99.9% 99.99% 99.99% hours 2ms Build room wireless LAN availability 99.9% Power tap off installation New inter data centre connection Structured cabling installation 10 working days 20 business days 10 days 2 For further details please refer to Colocation Licence Agreement - Template May 2013 and NSW Colocation Licence SummaryUnpriced

27 Pg Agency migration considerations and strategies Pg Migration support and the Accelerate Program Pg.3 Onboarding to

28 About Operating has two distinct periods: Planning and execution Data Centre migrations require careful planning as a number of important factors must be assessed and agreed prior to doors opening. In addition there are a wide range of technical solution possibilities and strategic ICT opportunities to be considered when determining a migration strategy that delivers long-term value. Sample Migration timeline: Assessment stage: typically four to five weeks. Detailed planning: two to three months for a small, simple organisation, to nine to twelve months for a large, complex organisation. Execution: four to six months; but possibly up to twelve months for larger agencies. Assessment and planning The primary element in a migration is the detailed planning and due diligence in advance of the implementation. This stage is highly dependent on the nature of the applications and ICT assets being migrated. Initial due diligence on assets and applications must be undertaken in order for a successful migration to take place. These should focus on: - Nature and number of assets and applications - The criticality of applications - Age of equipment and applications - Existence of an up to date management database - Development of a business case for migration Agencies who are not currently operating an up-to-date configuration management database (CMDB) should attempt to implement one as soon as possible; this is good practice and greatly simplifies the planning process. During the planning period agencies need to identify a strong sponsorship structure including strong governance, stakeholder management and communications to ensure a smooth and successful migration. These processes benefit both the timetable and cost of migrations. Also agencies should look to engage with business users during the migration process and perform User Acceptance Testing. Aligning and coordinating migration to with planned hardware upgrades minimises risk and disruption and is a key consideration for agencies. Execution (decommissioning, physical removals, recommissioning and acceptance testing) The execution phase of migration is typically a lower effort task when compared to the assessment and planning stage. However the execution of a data centre migration is very dependent on the quality of planning proceeding it. When executing a migration to agencies can either run a big bang or staged migration though a big bang migration over one weekend would only be feasible for smaller agencies. Where possible agencies should consolidate through virtualisation before the physical migration. Doing this will deliver greater server power density which would result in fewer assets requiring relocation and would also reduce the risk profile of the migration itself. Preparing a list of all equipment and manufacturer specifications (and weight loadings) and manufacturer specifications will impact what migration methods should be applied to different assets to prevent voiding of warranties. 28 For further details please refer to Sharepoint site -> Migration Workshops or Migration Committee

29 provides an opportunity for agencies to consider their data centre ICT strategies including virtualisation, use of managed services, and the support available from Migration Considerations: The migration process is an ideal time for agencies to undertake a comprehensive review of their data centre ICT infrastructure strategies and standards with possible outcomes including: Reduce greenhouse emissions Rationalise and/or standardise hardware Replace equipment approaching the end of its operational life. As part of the Memorandum of Understanding between agencies and, agencies define their capacity requirements for each year they are resident in the facility. This requires agencies to assess their current data centre environment, including: What is their current data centre power usage? How many (number of) racks are they currently using? What is their current data centre demand (storage, compute)? 1 2 Features of 3 Engaging with About Once agencies have assessed their data centre environment they should consider how virtualisation, managed services and frameworks can benefit their future data centre and business operations. Common practice is to virtualise servers in advance of migration and some organisations are also virtualising storage. Virtualisation facilitates greater density of ICT assets in data centres through higher server utilisation rates, and the migration of virtual server instances tends to be cheaper than migration of physical servers. Operating Virtualisation Virtualisation provides many business benefits by reducing cost and device sprawl whilst allowing for faster deployment. The use of virtual devices also provides many business benefits, such as reduced complexity, isolated upgrade capability and reduced impact of equipment failures. The network reference architecture and Services Backbone support agencies virtualisation process and promote the use of physically separate network infrastructure. When migrating to the facility agencies should consider: - How provided onboarding frameworks can assist with virtualisation? - What Infrastructure can burst to the Cloud? Data Centre Managed Services Managed services are outsourcing functions that transfer in-house data centre functionalities to be managed by third party managed service provider (MSP). Moving to managed services would allow agencies to focus on service management instead of technology management. Managed services and managed service providers are provided through the government marketplace, this means that they have all been pre-vetted by. Agencies who move to a managed services model gain stronger financial management of their data centre expenditures as there is a more transparent pricing model. Frameworks provides a number of technical onboarding frameworks to assist in the migration to the facilities. At the commencement of the migration process agencies should assess which of the frameworks are applicable to expedite the process and reduce operational risks. Some of the frameworks that are available are: Asset management, System integration, Audit and onboarding of assets to new system from shared networks. 29 For further details please refer to Sharepoint site -> Migration Workshops or Migration Committee

30 About Agencies decide their own migration plans within the guidelines and installation standards of the mandated move Operating Migration strategies for agencies: There are many different models agencies can use for migration to. These models are not mutually exclusive and could be used in combination: Lift and shift: Involves agencies moving existing equipment into the data centres with no modifications to configuration. Re-engineer: Agencies can use migration as an opportunity to assess and then re-engineer their data centre solution. The reengineered solution will then be operated out of the facility. Use of swing kit: Agencies have the opportunity to use a swingkit to transition with less risk, by not taking parts of their system off-line, to the facility. The kit allows the agency to replicate and set-up part of it s ICT system in the swing-kit, test, then activate it, turn off parts of the existing equipment and move it into the new data centre, then set it up for the other existing equipment to be swung over. Migrate a new or upgraded application, migrate the rest later: When purchasing or upgrading an application, agencies have the option to place the application in the facility as part of a staged migration. At a later stage the agency will migrate the rest of their equipment to the facility. Buy on refresh: At the end of their equipment s life agencies can choose to purchase new equipment and locate it in. Central coordination of migrations is achieved through the DFS team and Operations and Migrations committees working in partnership with the facility operator. Installation Standards: Equipment must be installed and maintained during the Term to the standards published by Metronode and provided to the Licensee from time to time. Specific areas of compliance include the following: Air flow management: Air flow for all equipment must be from the front to the back of racks. For equipment that requires other configurations modification will be required and Metronode can assist with a design service. All gaps within a rack must be effectively blanked. Floor loading: Flooring will sustain a total load of 10kN applied equally on four points, each point 2 mm 2 on a 200 mm x 200 mm square configuration. This loading may not be exceeded. Ceiling Height: Ceiling height is 280mm. Racks, cabinets or equipment height must allow for cabling above. Unless special provisions are made, the maximum cabinet height shall be RU. Cabinet Power Load: The Data Centre can support racks or cabinets with a maximum power draw of 20kW and this limit must not be exceeded. Equipment Power Supply: All cabinets will be connected to both the A and B bus bars and all equipment will have dual power supplies connected to both circuits or use an Automatic Transfer Switch to connect to both circuits. Standalone transformers will be avoided wherever there is an alternative and plug packaged transformers will not be used in any circumstances. Row Length: The Data Centres have a full row length of 10.m and can support 13x800mm cabinets or 1x00mm cabinets Carrier Termination: Telecommunications carriers will install termination and other carrier supplied equipment in the Data Centre POP rooms. No line termination or other carrier equipment will be installed in the Technical Space. Access to the POP rooms is independent to access to the Technical Space. 30 For further details please refer to Colocation Licence Agreement - Template May 2013 and Sharepoint site -> Migration Workshops or Migration Committee

31 provides migration support to agencies, minimising risks and expediting the migration process The migration of NSW Government agencies into the new facilitates is a substantial activity with risks at both the agency and Whole of Government level. There will be a range of migrations, relocating anywhere between 3 and 300 racks of equipment and involving some 0 separate agencies. is able to support agencies through this substantial activity and help them to capitalise on the opportunities that migration presents. To do this has established a list of migration related information from suppliers of migration services who are already qualified to do business with government, to assist the NSW Government agencies. This information allows agencies to reduce the time and increase the quality of their internal selection processes for migration services. Agencies will not be restricted to using suppliers included in the Services Catalogue and are free to use any approved procurement process, or supplier. For vendors to be included in the Service Catalogue they have had to meet strict criteria: On the ICT Services Scheme, or Prequalified under the Prequalification Scheme SCM000, or be a Government Trading Entity Have experience and knowledge of data centre migrations and of ICT project management and best practices Provide a satisfactory reference How to access the Data Centre Migration Service providers: 1. URL: 2. Search for "migration" 3. Product Category: Data centre services (Data Centre Migration Summary List contains a spreadsheet populated with the qualifications of each migration service provider) support provided to all agencies: Shared Internet access service for support Shared security management services through Services Backbone Template business cases designed by the project team Consolidated Network Services o o Intersite links - Nextgen fibre links between the two data centres Global Switch facility at Ultimo providing a short term high bandwidth link service and extending backbone 1 2 Features of 3 Engaging with About Operating 31 For further details please refer to Sharepoint site -> Migration Workshops or Migration Committee

32 About The migration sub-committee and the Data Centre Management Team co-ordinates support for agencies and the migration process itself Operating Migration Sub-Committee To oversee migration and implementation of effective migration strategies and policies, the Project Control Group has established a Migration Sub-Committee. The primary objectives of the Migration Sub-Committee are: Define and implement Migration Governance and Whole of Government migration process to support Agency migrations at a Whole of Government level. Provide Whole of Government level migration co-ordination and assistance with preparing data centre migrations, business cases, and assessment reviews. Data Centre Management Team Manages the day to day contractual relationship between Metronode and the State including the formulation of data centre strategy and policy. Administration of the contract on behalf of the Director-General, DFS. Provision of a single point of contact with Metronode for incident management. Liaison with agencies to provide for a more effective use of the data centres. Administration of the arrangements and contracts put in place to allow provision of cloud services. also provides a tool to support agency planning of rack and cabling requirements; these are input for each rack including cabling, power supply, CCTV, and an indicative budget Onsite migration support will also include the provision of: Crash trolley with monitor etc - in lift room Server lifter 32 For further details please refer to Agency Data Centre Manual vers 2.0, DCR Implementation Migration Committee ToR v1.0 and Sharepoint site -> Migration Workshops or Migration Committee

33 About The Accelerate Program is aimed to expedite the realisation of the Data Centre Reform Project s benefits, through providing professional and network services and shared migration platforms The Accelerate Program has been designed to expedite agency migration to, enabling smaller agencies to more rapidly adopt more economical shared and cloud services, and providing assets for larger agencies to leverage. The Accelerate Program also allows agencies to adopt this Whole of Government initiative without the need to re-prove the value of, or seek funding for, strategies that have already been approved at the Whole of Government level. Using the Program, is able to complete the migration process on behalf of smaller Government agencies. Operating How to Access the Accelerate Program: To access the Accelerate Program contact the team for further details. Objectives: The objectives of the Program are to effectively implement and manage shared migration services that: Reduce agency migration project timelines and resource costs by reducing their procurement activities Reduce agency migration project timelines and costs by reducing agency migration equipment and services requirements Improve NSW Government ICT quality through common systems, standards and processes. Reduce migration risks through reduced ICT systems and processes Require limited additional agency costs or resources for agencies to take advantage of the services offered under the Accelerate Program Provide increased benefits under the Program scope to smaller agencies Bring forward the DCR project benefits compared to the BAU/ad hoc option and support many of the Projects details goals Roles: The DCR project team are to project manage and support the delivery The PCG are part of decision making processes and act as an escalation point The services are open to all NSW Government agencies. Agencies who use the services must abide by the terms and conditions of their use External vendors will be engaged to provide specialist advice to ensure viable technical solutions are implemented and all technical requirements are met. A tender process will select suitable vendors to offer specialised migration services to agencies Professional Services For many agencies the effort associated with migration initiation has the potential to delay their migrations. Creating easy access to packaged migration services reduces the time and effort required from agencies, and offers benefits from centralised expertise operating at a Whole of Government level. The program will create and manage packaged migration services that generally include Migration Decanting and Design Services and Shared Asset Toolset services. Network services One of the biggest barriers to the adoption of consolidated, shared and cloud services is network bandwidth. Take up in the facility will be enabled by providing unlimited capacity between the new sites on an all you can eat basis. This service is further enhanced by the provision of a shared Internet access service and shared security management services. Shared infrastructure Many agencies will individually purchase migration infrastructure but use it only briefly. This Program will create a single pool of migration infrastructure and services rather than multiple pools enabling the infrastructure to be re-used many times by other agencies. This model reduces financial costs and related procurement activities for agencies. To enable this the Program will purchase migration infrastructure and services, and pre-provision it on a cooperative basis to the agencies for use. The Program scope focuses on offering migration seed and swing kit infrastructure and services to the agencies at costs less than they are likely to obtain individually, sometimes free within the budget and capacity limitations. 33 For further details please contact the team directly

34 About Structured approaches are in place to provision the different service types available within Operating Services Backbone Access to the Services Backbone is available to agencies upon their migration to. Technical onboarding frameworks are made available to agencies depending on their data centre consumption model. - Co-location - Hybrid - Managed Services When agencies start to consume as a Service services from the service catalogue these frameworks are made available so that infrastructure can be configured to connect to the Services Backbone. Marketplace All services are visible through the service catalogue. This enables agencies to search for available services and vetted service providers, and engage them for data centre services. All suppliers operating through the service catalogue, in the marketplace, must register through ICT Services scheme. The service catalogue is available at NSW Buy and agencies will be redirected to supplier portals and order management systems. Service Desk Portal Access to the portal is controlled by the Single Sign On (SSO). To register for access to the portal please contact the assigned Administration User within your organisation. The Administration User will initially submit a request to the Support team who will process and notify the Service Desk of any User access requirements. In future, User Access will be provided using an online registration process. Once you are provisioned, access the portal via the following URL: govdc.nsw.gov.au Single Sign On The Single Sign On is provisioned out of the Services Backbone and provides access marketplace services once ordered and provisioned. There are three methods for enabling agencies to connect to the SSO: Manual user creation Users are created in the service either through a bulk load, user registration, user administration task. Users authenticate against the SSO directly when accessing applications. Local appliance A local appliance is provided to enable federation with the local user store and desktop SSO to the data centre applications. User data is synchronised from an agency data source to the SSO. Integration with agency federation solution A federation partnership is created with the agency SSO solution to enable seamless access to data centre applications. User data is synchronised from an agency data source to the SSO. 3 For further details please contact the team directly

35 Operating Pg.3-37 Operating within and the Service Desk Portal Pg.38-1 procedures Pg.2- governance and management bodies

36 About All services and infrastructure are listed in the Service Catalogue, with technical onboarding frameworks provided by Operating The Data Centre Management Team is responsible for ensuring that the Service Catalogue reflects Tenant requirements in terms of the services Tenants have agreed with suppliers, and is up to date and accurate. Tenants are responsible for selecting the services they require to support their business objectives and processes. The Service Catalogue currently provides a directory of vetted suppliers and their offerings. Most items can be ordered directly from the Service Catalogue. However some specific items can be ordered through the portal or directly from external vendors. How to get a rack 1. Racks can be organised through the Accelerate Program, a project (large number of racks) or as an individual purchase (small number of racks e.g. 1-2). In the operate phase of tenancy it is likely to be an individual purchase. 2. Agency orders rack from Service Portal 3. Agency requests other services e.g. cabling for new rack. Agency receives and approves a quote. Rack is delivered and installed in the data centre. Confirmation of rack installation is sent to the agency 1. Agencies identify a need How to get a third party service 2. Identify an appropriate service from the ICT Services Scheme provided through the Service Catalogue 3. Request information from the service provider. Order the service. Technical onboarding frameworks are sent to the agency with a timeline for service provision. Service is activated 7. Confirmation of service activation is sent to the agency 3 For further details please refer to Agency Data Centre Manual vers 2.0

37 About Operational management of the facility is co-ordinated through the Service Desk and agencies are able to manage their facilities through the Service Desk portal Operating Service Desk The Service Desk is responsible for operational management of the facilities and has been established to provide the primary communication interface between the NSW Government Board, tenants and all parties involved in the operation of the Data Centre and ICT facilities. Government department or agency employees may contact the Service Desk to raise, action and manage all service related requests. Hours of Operation Business hours: 8.00am to.00pm AEST, Monday to Friday excluding NSW public holidays. After hours:.00pm to 8.00am AEST weekdays, weekends NSW public holidays. Service Desk will provide technical support, incident management and change management functions. All non-technical or change management related issues will be responded to in accordance with the Service Level Agreements on the next business day. Contact details The Service Desk operates 2 x 7 x 3 and is contactable by phone, via the NSW Government Service Desk portal and by . Phone: 1300 GOV DC1 ( ) Portal: govdc.nsw.gov.au servicedesk@govdc.nsw.gov.au Service Desk portal Available immediately to all users the online Service Desk portal provides an effective communication flow with accurate logging and tracking of all service requests. The use of the Service Desk portal is the preferred method of communication with the Service Desk and access to the portal is through the Single Sign On facility. Access the portal via the following URL: govdc.nsw.gov.au 37 For further details please refer to NSW_Portal_ServiceDesk_User Guide_

38 About Every time a tenant wishes to access the facility a Permit to Work must be raised via the Service Portal to ensure that a high level of security is maintained Digital information assets and the systems that house them are increasingly critical in agency operations and a key element in delivering trustworthy and reliable government services. s Tier III and ISO27001 certified facilities have standardised data and access security procedures, to ensure compliance with the Government s Digital Information Security Policy. The Digital Information Security Policy establishes the digital information security requirements for the NSW public sector, including the requirement to have an Information Security Management System (ISMS) that takes into account a minimum set of controls, and requirements relating to certification, attestation and the establishment of the Digital Information Security Community of Practice. This has been communicated to all agencies through Memorandum M Digital Information Security Policy. The Digital Information Security Policy aims to ensure that the following digital information and digital information systems security objectives are achieved by the NSW Government: Uphold authorised restrictions on access to and disclosure of information including personal or proprietary information, protect information against unauthorised alteration or destruction and prevent successful challenges to its authenticity, provide authorised users with timely and reliable access to information and services, comply with all applicable legislation, regulations, Cabinet Conventions, policies and contractual obligations requiring information to be available, safeguarded or lawfully used, provide assurance to Parliament and the people of NSW that information held by the Government is appropriately protected and handled. Operating Security Procedures is a shared facility, where Government tenants occupy dedicated data halls (with retina scan entry) separate to non-government tenants. To maintain the most appropriate levels of physical security there are a number of security procedures in place: Tenants are required to conduct security checks on any person required to have access to secure areas within the data centres. Tenants also have to advise Metronode via the Service Desk of their authorised persons and confirm that security checks have been carried out. Metronode maintains a list of all authorised Tenant personnel which is available online 2x7 to all Tenants and the Data Centre Management Team ensures that on-site access is only granted to authorised persons. Once granted authorisation, all persons will be escorted until they have completed site induction, including the relevant Workplace Health and Safety requirements. Permit to Work (PTW) The Permit to Work (PTW) is a critical system for all tenants of. A PTW is required to access the data centre facility every time. A PTW request can be made for, but is not limited to: Request a tour of the data centre Request a meeting room booking within the data centre Organize equipment delivery to or from the data centre Install, move or change (IMAC) equipment in the data centre Emergency access to the data centre The PTW must accurately convey when and who is accessing the facilities otherwise access will not be permitted. Once the PTW request is submitted a request acknowledgement is sent via with an ID that can be used for tracking. The Service Desk reviews the request and confirms all required information has been provided. A confirmation is then issued confirming the work to be completed, relevant contacts and any associated the SLA s. The Change Management team then reviews, categorises and progresses the request. The worker who receives the PTW must then complete a standard online induction and when they arrive at site, an onsite induction. 38 For further details please refer to NSW_Portal_ServiceDesk_User Guide_ and M Digital Information Security Policy.

39 About The Service Desk portal provides operational support to agencies and it also allows them to remotely monitor their data centre environment Operating Facility Monitoring Users can remotely monitor their facility equipment through the service portal by accessing summary information such as PUE trends and alarms. To access the Monitoring section, select the Monitor the Facility button or Monitoring from the toolbar menu. Data Hall Temperature displaying real time reporting of temperature within the data hall Power Summary showing real time reporting of current power load PUE Trends presenting the average utilisation of active power over the past 2 hours Links from the Service Portal provide access to the following pages: High Voltage Distribution Units Monitoring System Generators Uninterruptible Power Source Block 1 Fire Floor Layouts Block 1 Hydraulics Floor Layouts Tech Space Heating Vacuum and Cooling Data Hall Heating Vacuum and Cooling Data Hall Power Asset Management An ICT Asset Management System integrated with the Metronode Service Desk is available for all agencies. This system will enable agencies to keep an up to date NABERS rating for their data centre infrastructure. The basic Asset Management System will enable tenants to record the following information: Asset location Asset owner and contacts Power and connectivity associated with the asset Unique asset ID In addition the service will provide Government tenants with the following functionality: Record location to RU level Record up to 100 pre-definable and customisable attributes for each ICT asset View graphical representation of IT rack layouts View graphical representation of IT assets within each rack Mobile device with Barcode scanner Metronode will also provide appropriate access and training during set up. 39 For further details please refer to NSW_Portal_ServiceDesk_User Guide_

40 About Key functionality of the Service Portal includes the ordering of key infrastructure and services Operating Ordering Through the Portal, you can order items from the Service Catalogue including: Cabinets, Power, Cabling, Security, Data Centre Network Services and Ancillary Services To access the ordering section, select the Place an Order button or Services from the toolbar menu. This section of the portal enables you to search for, review, and request items previously ordered. The portal also enables agencies to place predesigned orders, which is available if you have documentation that contains all the details of an order. Once an order is submitted an acknowledgement is sent via so that you can track the progress of the order. Some orders are subject to approval by DFS. If the order is rejected DFS will liaise with you to determine the changes required for resubmission. The Service Desk will provide this assistance. Orders for changes or requests for new equipment installation have to be reviewed by the Metronode Solution Design team, who will work with you to refine the solution until the design is deemed acceptable for all parties. Then the order is reviewed by the Service Desk who allocate it to an appropriate service delivery team to fulfil. The Service Delivery Team manages the delivery of each service and will update the customer throughout the provisioning process. Once a service has been tested it will be handed over to the customer and a Completion Notification will be sent. At this point billing is triggered for the service. 0 For further details please refer to NSW_Portal_ServiceDesk_User Guide_

41 About and ticketing, which is how enquiries and requests are made to the facility operator Operating Ticketing - Enquiries The Service Desk is the first point of contact for incidents and enquiries. To access either the enquiry or incident section, select the Raise an Incident button, Make an Enquiry button or Services from the toolbar menu. Enquiries may cover topics such as: Portal support, Billing Enquiries, Report requests etc. Once a request is submitted an acknowledgement will be sent via with an ID that can be used for tracking. The Service Desk then reviews the request and if unable to resolve, allocates the task to the appropriate service team. A confirmation is sent out, outlining the work to be completed, relevant contacts and any associated SLA s. The service team is then responsible for managing the request and taking the required action. Ticketing - Incidents To raise an incident, select the category Issues & Enquiries and once submitted an acknowledgement will be sent via with an ID that can be used for tracking. The Service Desk is responsible for the evaluation and escalation of all incidents. Each request is referenced against an internal monitoring and notification service to ensure that there is not a wider concern. The Combine Service Desk with then 38? allocates the ticket to the appropriate operational group for management and remains the point of contact for customers. Upon restoration of the incident the requestor will be notified of the restoration and the steps taken for resolution. maintains a robust set of procedures for handling complaints, incidents and disputes. Initially these are handled through the Service Desk portal but escalation procedures exist. Complaint: Complaints can be lodged by any Tenant and will range from minor unresolved issues to major operational or administrative matters. These are investigated and managed by the DCMT. Dispute: A contractual issue which is managed under the terms of the Deed. Incident: Operational matters and issues, which if unresolved should be escalated as a complaint. Reported through the Service Desk, incidents are prioritised using urgency, impact and priority. Complaint Management: The DCMT is responsible for the recording and resolution of all complaints from any Tenant or from Metronode. The Manager of the DCMT must ensure that all complaints are thoroughly investigated and that achievable solutions are proposed, and where accepted are implemented. A separate online issues management system is utilised for complaints management with a complaints tracking component to record and monitor all formal complaints lodged. 1 For further details please refer to NSW_Portal_ServiceDesk_User Guide_ and Agency Data Centre Manual vers 2.0

42 Department of Finance and Services 1 2 Features of 3 Engaging with About s governance structure puts a focus on realising the benefits of the Data Centre Reform Program Operating Project Control Group Agencies Data Centre Management Team Operations Committee User Group Suppliers Metronode Metronode Service Desk Governance Structure The Governance structure of is designed to ensure that the requirements of the DFS contract are adhered to by all parties, that the operation and maintenance of the data centres is efficient and effective and to ensure that issues are handled expeditiously. As the operator of the program the Department of Finance and Services is responsible for: Ensuring the Government and Tenants realise the benefits of the Data Centre Reform Project Awarding and operating the data centre contracts including the monitoring of total expenditure on the contracts Designated as principal for the contracts 2 For further details please refer to Agency Data Centre Manual vers 2.0

43 About s governance structure ensures contract adherence, efficient operation of, issue management, and tenant representation Operating Project Control Group (PCG): Assists the Department of Finance and Services to deliver the Data Centre Reform Project. The PCG s primary responsibilities are: Making Whole of Government recommendations to the DFS on key project matters such as implementation, project governance and probity Undertaking tasks as directed by the Executive Director, ICT Strategic Delivery on key project matters Monitoring the delivery of the Project Receiving advice from the Project Team, and other internal and external advisors, as appropriate Data Centre Management Team (DCMT): Manages the day to day contractual relationship between Metronode and the State including the formulation of data centre strategy and policy. The primary objectives of the DCMT are to manage the operational delivery from the State Government in Terms of: Administration of the contract on behalf of the Director-General, DFS. Provision of a single point of contact with Metronode for incident management. Liaison with agencies to provide for a more effective use of the data centres. Administration of the arrangements and contracts put in place to allow provision of cloud services. Operations Committee: Oversees the creation and implementation of operational and technical governance and standards for efficient operations of the NSW Government Data Centre capacity. The primary objectives of the Operations Committee are to support the delivery of the following Operational Phase objectives: To enforce and deliver all contractual obligations between Metronode and the NSW Government for the operation of the facilities, including billing and contractual administration To define and implement technical governance necessary to support the ongoing data centre operations and all contractual obligations To ensure Government complies with all technical and operational governance activities, including the Metronode Facility Customer Manual. Migration Sub-Committee: The Project Control Group has established a Migration Sub-Committee to oversee migration and implementation of effective migration strategies and policies. The primary objectives of the Migration Sub-Committee are to support the following migration phase objectives: Define and implement Migration Governance and Whole of Government migration process to support Agency migrations at a WoG level. Provide WoG level Migration Co-ordination and assistance with preparing data centre migrations, business cases, and assessment reviews. Provide a knowledge centre at a WoG level to support Agency migrations, including templates, technical frameworks, and procurement assistance Encourage and support agencies to virtualise and consolidate infrastructure as they move into the new facilities, and further consolidate after migration. Data Centre User Group: Supports the successful deliver of the Data Centre Reform Project s objectives. The Data Centre User Group provides a channel for communications to bridge the information gap and give a voice to the customer. The Data Centre User Group maintains an independent chair, elected by its members who sits on the Operations Committee. The objectives of the User Group is to: Provide a forum for Data Centre resources to share their knowledge, experiences, information and best practices. Provide a direct channel for users of the Data Centres to communicate with and provide feedback on the Data Centre Reform project and the data centres Provide members with a WoG Knowledge Centre that benefits data centre users and supports migration - provided through a sharepoint facility Assist and support agencies to incorporate and increase benefits from new WoG processes 3 For further details please refer to NSWG Data Centre User Group TOR v1.0, Agency Data Centre Manual vers 2.0, DCR Operations Committee ToR v1.1-accpt, NSWG Data Centre User Group TOR v1.0 and PCG_Terms_Of_ReferenceAmended_ june 2012-a

44 About Detailed procedures are defined for both operational and administrative processes in the Government Tenant Data Centre Manual which is supplied to all tenants Operating Operational Procedures: Relate directly to provision of data centre services within Data Centre Access Processes to manage: Authorisation of personnel Access to Control of their access once authorised Includes: Authorisation, card issue, site access, visitor management Data Centre Services The services available to tenants within. Includes: Service Catalogue Data Cable Patching Key Management Remote Hands Change Control Procedures for modifying configuration of equipment housed in Includes: Adds Moves Deletes Emergencies & Incidents Logging, notification and management of emergencies and incidents. Includes: Site emergency plan Notifications Incident management Break/fix procedures Administrative Procedures: Activities that support data centre service provision Finance Financial interactions between tenants and. Includes: Billing Payment Abatements Record Keeping and Reporting Parties responsibilities to each other. Includes: Tenant inventory Tenant reporting DCMT reporting Metronode reporting Issues Management Management of issues escalated as complaints or disputes. Includes: Complaints and Disputes Complaint Management Complaints Escalation Capacity Planning Tenants responsibility to undertake a detailed capacity planning exercise each May. Includes: Forecasting For further details please refer to Agency Data Centre Manual vers 2.0

45 ? Pg. Roadmap Pg.7 What does success look like?

46 has a defined roadmap to mature from doors open in July 2013 through to completion of all agency migration by July 2017 and beyond Silverwater Data Centre opens The first of the two data centre sites opens Unanderra Data Centre opens Second site opens 1 2 Features of 3 Engaging with About Data centre consolidation Infrastructure consolidation Management as a Service Operating July 2013 July 201 July 201 July 201 July 2017 Agency Property lease expiry Agency Data centre lease expiry End of equipment life Agency Capacity in existing data centre reached Agency Large transformation project Phased take up of capacity across all Gov t agencies Migration Complete Final migration date for agencies Late 2013 Mid 201 Services Backbone Take up of managed services (Storage, Compute, Services) Single Sign On pilot Pilot central identity management service launched Government Private Cloud Government private cloud available Single Sign On available Providing agencies access to a central identity and access management service for use across all marketplace services Marketplace operation Hybrid environment Agencies focus on service delivery not ICT infrastructure Opportunities for additional ICT reform Enable rationalisation of agency private networks Assess agency infrastructure for consolidation opportunities Review ICT funding release to align with services orientation Further PUE reduction

47 About Operating Success for looks like 2018 Attributes of success - Physical facility All agencies migrated to with legacy data centres decommissioned Future proofed for growth Highly available - operates non stop (2x7) High take up of services - becomes the dominant data centre model Network Corridor - sustainable Profiles Assets - known in the management database Standards - cabling and racking All inclusive Data Centre as-a-service - no hidden charges Transparent and trusted operating model Attributes of success - Marketplace A mature and operational Marketplace Demand met by managed services Specialisation - market maturity High levels of maturity Service Catalogue offering full range of services Buyers and sellers interacting via the Service Catalogue Quality assured Services Backbone Trusted security membrane 7