LANDesk Service Desk as a Service Service Definition

LANDesk Service Desk as a Service Service Definition 1

1. Introduction LANDesk Service Desk as a Service is delivered remotely over the Internet to any location worldwide, allowing customers all the benefits of a fully featured service management solution but provided as a secure service. This means that all LANDesk Service Desk as a Service processes traditionally delivered on-premise are both fully supported and ITIL verified in the cloud. Available when and where you need it, LANDesk Service Desk as a Service is backed by a team dedicated to cloud care providing live and historical system performance data and planned maintenance information. To maintain a high level of security, full detail regarding security arrangements is not published in this document, however it is available under a non-disclosure agreement and LANDesk customers can undertake a pre-arranged onsite visit. Trusted Hosting Partners LANDesk uses partner data centre facilities provided by a UK-owned and publicly listed cloud hosting provider. The host is ISO27001 accredited and operates seven Tier 3 data centres with N+1 infrastructure resilience across the UK. 2

2. LANDesk Service Desk as a Service Overview Process Driven, Integrated Service Management LANDesk Service Desk as Service offers all the functionality you need to maintain your service management operation, plus it places your service operation in the wider IT operations management environment. Through actionable intelligence, deep integration and insights, the solution delivers context to support business decisions that affect your operations and to provide more opportunities for continuous service improvement. You gain control and reduce the complexity of service delivery while improving visibility across your service management operations. Problems Solved Improve service delivery Increase visibility across service operations Bridge IT infrastructures for a single system of record Prevent circumventing of policies and processes Reduce time to resolutions Strengthen change control Intelligence beyond traditional reporting Simple service desk system administration and configuration 3

Simplify IT integration Continuous best practice processes within and beyond the service desk Meet service level expectations Anywhere, anytime reliability Proactive communication across the business Service-oriented solution focused on how people work Improve customer satisfaction Provide context for business decisions Demonstrate the value of IT service management Easily extensible and scalable system in-house The LANDesk Service Desk as a Service suite brings together people, process and technology to orchestrate your IT operations and system performance, and to drive process improvement. The solution, which demonstrates capabilities for all 15 PinkVERIFY v 3.0 toolsets, provides a full, rich, process-driven, end-to-end service management platform offering basic resolution management and self-service to reduce business downtime, and on through to mature service portfolio management, capacity and availability capabilities for long-term growth planning and continuous service improvement. 4

LANDesk Service Desk as a Service is the one IT service and support solution that assists you with your customer service and communications strategy. It enables IT teams and IT technology to collaborate effectively and helps IT interact with users in a fast, friendly manner. You improve service availability and continuity, which makes users more productive. They benefit from fewer service interruptions, accelerated service restoration, and a reduction in costly downtime or other service-related business risk. Easy to own and simple to use, LANDesk Service Desk as a Service is delivered with out-of-the box functionality that can be easily configured without coding. It offers effortless automation of policies and process and adoption of best practices. The solution is available in cloud, on-premise or hybrid delivery and is ideally suited for global or distributed environments. 5

The LANDesk Service Desk as a Service license includes the following modules and out of the box process content as standard:- Incident Management Module; o Simple incident process either with or without survey o Rich incident process either with or without survey Problem Management Module; o Problem process Change Management Module; o Simple change process o Rich change process o Release Management process o Asset Management processes includes Asset Procurement process Asset Disposal/Removal process HR Process Module including; o Recruitment process o Starter process o HR Change process o HR Incident process o Leaver process Request Management Module includes the following processes; o Generic request o Bundle request o Access request o Software request o Hardware request o AD New User request o Password reset request Web Components including; o Self-Service including service catalogue and Mobile Self Service o Web Desk including Mobile Web Desk Users; o o o o Choice of concurrent and per seat analysts users (across all processes) Unlimited End Users Unlimited processes Unlimited process approvers Other features; o Mail manager o Knowledge Management o Configuration Management o Event Management integration o Management Information 6

3 LANDesk Service Desk as a Service Features & Benefits Capability Detail Benefit Process Foundation Layer Process foundation layer. ITSM processes out-of-the-box (incident, problem, request, change, knowledge and more). LANDesk Service Desk as a Service is PinkVERIFY in 15 ITIL v3 processes. HR process; onboarding off-boarding, etc. Service level management linked to processes. Configuration management database. KCS verified. Introduce consistency and control through process and policy enforcement. Improve customer satisfaction. Meet service level expectations. Resolve issues without service disruption to the organization and to user productivity. Manage regulatory, security and best practice compliance. Core Integration Pre-built connectors data source, directory services. Real time views by embedding external content. Integrate with office applications. Simplifies complexity of IT integration. Connects silos for a unified view of IT environment. Leverages existing technology. Improves service quality. Reporting Easily create or configure multi-level reporting. Prebuilt lookup lists, Crystal reports and dashboards. View real-time data on configurable, drillable dashboards. Demonstrate accountability, service quality and business value. Assists continuous service improvement. Communicate performance to the business. Administration and Design Console Design and code-less configuration of service desk application. Simple wizards and graphical user interface. Create or modify user data, asset data, window layout, processes. Execution of core service desk functionality. Easy setup. Simplified administration without developer resources. Flexible to changing business needs. Extensible and scalable. Web Desk and Mobile Web Desk Browser-based analyst interface. Core service desk feature functionality work on any process, any action. No client install or synchronization. No operating system restrictions. Any mobile or tablet device. Secure logon and logoff. Deliver IT service anytime, anywhere. Promote rapid resolution. Managers can respond to requests when out of the office. Easy administration; up and running faster. Allow analysts to use preferred method of working. 7

Self Service and Mobile Self Service Service Catalogue Personalized, structured self-service. Create incidents, access knowledge base, view IT notifications and follow resolution progress anytime, anywhere. Ability to integrate with existing Intranet or other web portal. Publish live services by entitlement. Look and feel is configurable to corporate standards. View and request services or service bundles. Intelligent request once, request many. Powered by configurable request process. 24/7 access to support for end user customers. Reduce analysts workload and costs. Maximize end user productivity. Improve user experience and customer satisfaction. 24/7 service requests capability. Consumer standard experience. Reduce analysts workload and costs. Maximize end user productivity. Improve user experience and customer satisfaction. Configuration Manager Version management of CI lifecycle. Link CI relationships. Map services to infrastructure. Visualize services and connected users. Impact analysis on services and users. ITIL verified service asset and configuration management. Apply context to change management decisions. Manage the risk of changes on the business more effectively. Reduce the number of incidents caused by unplanned or failed changes. Communicate with affected users, increasing customer satisfaction. Management Information Event Manager Trend graphs correlating multidimensional metrics. Define KPI s, service metrics and reporting queries. Aggregate and warehouse internal and external data from anywhere. Multiple delivery platforms including dashboard views. Receives events from any tool that can post to the LANDesk Event Manager interface. Configurable response. Intelligent event matching updates open processes. Apply template responses based on event types. Also generate events using URLS. ITIL verified Event Management and Availability Management. Intelligence beyond traditional reporting. Apply context to decision making. Track KPIs that match businesscritical success factors. Unlock hidden perspectives on performance. Use the communication method that suits the information consumer. Seamless integration. Delivery of critical information. Early detection and resolution before end-users are aware. Flexible to requirements. Continually monitor and update for accurate visibility. Users stay productive. Resource Manager Availability Calendar for viewing calendars by group or individual. Create an appointment or task in Full visibility and assignment of resources. Collaborative planning and working. Avoid conflicts and meet service level agreements. 8

Microsoft Outlook calendar. Automatic email notification of assignments. End-to-end closed loop processes. Effective communication to all involved. Automatic update of service desk record on task completion notification. Desktop Manager Integration with LANDesk Management Suite. In-context. right click access to drive tools; e.g. remote control, software deployment, reboots. Integration with Microsoft System Configuration Manager and Novell ZENworks. Audit trail of actions. No need to leave Service Desk environment. Maximize analyst productivity and operational efficiency. Faster resolution. Leverage IT investments. 9

4 Trial Links Feature Trial Link Web Desk https://sandbox.landesk.com/ Mobile Web Desk https://sandbox.landesk.com/ (using a mobile device automatically switches to Mobile Web Desk format). Self Service https://sandbox.landesk.com/sandbox.webaccess/ss Mobile Self-Service https://sandbox.landesk.com/sandbox.selfservice (displayed in Mobile format on any device or standard browser). 10

5 Architecture & Data Centre Environment Architecture The Service Desk as a Service platform is an application delivered over a Web Services based architecture over the public internet over a range of common devices and browser types. Tenancy LANDesk Service Desk as a Service provides single-tenant data management on a multi-tenant platform. Each customer has unique and fully separated data held in a separate database instance, however platform architecture is shared to optimise performance. Within each customer Service Desk instance, data can be partitioned to support individual service desk operations within a single framework of business rules and design. Customisation All of the systems design and query tools are built into the system and no coding is required. The customer retains control over the systems design and is therefore maintained when upgraded. LANDesk Service Desk as a Service provides access to Design and Administration through standard Microsoft Remote Desktop access to a published thin client application. 11

Upgrades Minor version upgrades are available typically every quarter, applied across all LANDesk Service Desk as a Service customer instances within two months of availability. Major version upgrades are available annually, applied across all LANDesk Service Desk as a Service customer instances within two months of availability. Customers are notified in advance and provided test instances and validation periods to verify any configuration behaviour remains unaffected. All design, configuration and LANDesk sanctioned customisation remains unaffected across all upgrades. All upgrades follow Change Control processes and require customer approval. Fortified Data Centres What security controls are in place to prevent unauthorised access? The data centre sites are physically secured by controlled gate access, secure perimeter fencing, and 24/7 CCTV monitoring. Each data centre suite is held within a secure building, each requiring separate security privileges to enter. Access is controlled via a change management process with key card control. Data centre personnel are onsite at all times and security camera and intruder detection are also employed. Do you have redundant data centres? Our partner has multiple data centres, with the two primary data centres. Contact LANDesk for individual requirements for resilience. What is your disaster recovery policy? Our Cloud Services are provided on a Business Continuity basis with full redundancy throughout the entire service provisioning chain. The Cloud infrastructure is fully resilient and is replicated. Data is backed up daily and includes snapshots on an hourly basis to a second data centre. Please contact LANDesk for individual assessment of requirements. How is equipment protected against power failure and how long is supplemental power available? Each hosted cabinet is fed with dual power lines to separate managed Power Distribution Units (PDUs). This means that all server devices have two power inputs to them. Each PDU is attached to a separate Uninterruptible Power Supply (UPS) farm providing power availability in the event of an outage, as well as regulating the phase variance found in most raw power feeds. The UPS farms provide power to the infrastructure for up to 15 minutes before the site diesel generators are activated and providing power to the entire site. This solution can continue uninterrupted for three days before the generators require attention. In addition, each site also utilises its own resilient electricity sub-station infrastructure to ensure no loss of power to the site. What about fire detection and suppression? Our Cloud Services are provided with state-of-the-art fire suppression throughout all data centre suites. Inert gases are employed to ensure continuous access to all hosted infrastructures and networks in the case of any emergency. Three-level particle detection is employed through all suites to ensure immediate notice of any abnormalities. What type of security is in place to protect power and communications cabling carrying data or supporting information services from interception or damage? 12

Multiple power cabling and network cable runs are diversely supplied from separate substations/exchanges. They are physically separated within data centres and are fully insulated and shielded. What happens if the data centre operation is rehoused in a new location by LANDesk? In the event of a change in service provider, data will be transferred by LANDesk with no transfer cost to the customer. Secure Infrastructure Describe the controls in place to maintain the security of any remote connections. The data centres and processes have been audited and certified to ISO27001 standard to ensure high levels of data security for our clients and their clients, whilst also ensuring compliance with the requirements of many other bodies. ISO27001 is the recognised international standard developed specifically for Information Security Management Systems, requiring that a company demonstrate that it undertakes a systematic approach to managing sensitive corporate information and ensuring data security. Similar to the SAS 70 standard, ISO27001 provides business assurances of information security, information technology, and controls to ensure these are maintained. In recent years, ISO27001 has in many ways superseded the SAS 70 standard for customer assurance, often due to factors such as the ISO s approach to continued improvement rather than moment in time. All connections pass through dedicated firewalls/vpns, with very tight ACLs and policies. All connections are either http- or https-to-the-cloud instances. In addition, there is a thin client route for design and administration using Remote Desktop Services for data security. Do your administrators review logs for routers, firewalls and servers? The data centre hosting partner employs event log management to monitor the IT infrastructure. Event log management (application, security and system) ensures that logs are reviewed as a matter of course for a number of reasons. All infrastructure is monitored and all alerts are regarded as incidents. During the incident management process and corresponding problem management process, all relevant logs are reviewed by the Operations team. Secondly, capacity management processes will include regular reviews of thresholds, logs, and trends to establish future capacity requirements. In addition to infrastructure monitoring, the LANDesk Cloud Care Team monitors the LANDesk Service Desk as a Service application. Can you describe your vulnerability identification process? Vulnerability scanning is a part of overall security management, and we undertake constant internal and external scans of the environment. In addition, numerous threat intelligence databases and security tools are used to identify, prioritize, and remediate vulnerabilities. Patch management processes will also include an assessment of newly identified vulnerabilities and the degree of urgency that needs to be applied to their implementation via the Change Board. What is your process for updating the infrastructure with security-related patches? We periodically review the system to identify the patches and updates applicable to the software and hardware in use. The servers, patching, and updates of the Microsoft Windows operating system are provided by the data centre partner s support department. 13

The agreed procedure for security vulnerability and critical patching is as follows: a minimum of 10 working days after the standard vendor s patch release date, servers will be patched during the agreed maintenance window in order to minimize service disruption and downtime. This time is given to allow adequate testing by LANDesk on each patch to ensure compatibility with current systems, as well as a time window where the patch may be removed or superseded by LANDesk as a result of said testing. LANDesk will patch service desk software during customer-agreed maintenance windows and will review and test each patch before it is deployed to production systems. Certifications and Industry Standards Is the data centre a SAS 70 Type I or SAS 70 Type II? This is a US auditing standard which is not relevant for a UK Data-owned operation. However, ISO27001 (see below) is the European equivalent to SAS 70. Does the data centre comply with any other certifications? The data centres are certified compliant with ISO/IEC 27001 for Information Security Management Systems. Open Standards? LANDesk Service Desk as a Service software is developed in line with open standards Safeguarded Data Do you operate single sign-on? LANDesk Service Desk as a Service operates integrated login, which can operate using Secure LDAP, Standard LDAP over a VPN connection, or Active Directory Federated Services (requires an ADFS partner server within the customer s infrastructure). If an alternate route is required, contact LANDesk. Can I import data? Yes, there are a number of options to import data, including file transfer, site-to-site VPN, or LDAP. You will have access to a self-service portal to log requests for change through the LANDesk Cloud Care Team using ITI- verified change management processes. How would data be ported from existing applications to SaaS? LANDesk Service Desk as a Service incorporates connectors which allow connection to sources of data. Three options are available. It s possible to operate in isolation without a live connection. However, for optimal live access to federated data, a secure VPN connection can be provided at additional cost, but is not mandatory. Alternative hybrid options exist if required. Active Directory Federated Services (ADFS) is also a preferred solution. Who owns the data? The customer owns the data and only the customer organisation or those that you authorise have access to the data. You can gain access to your service desk data at any time within agreed timescales. What about EU Data Protection or the USA Patriot Act? The data will be housed, stored, and processed by a wholly owned UK company, removing your vulnerability to interception or inspection by overseas authorities. 14

How often is data backed up? Recovery Point Objective (RPO)/Recovery Time Objective (RTO)? Where is it housed? RPO is one hour locally or 24 hours offsite. Snapshots of data are taken every hour and stored locally for 24 hours. Snapshots of data are also taken once every 24 hours and held offsite for 31 days. What is the data restore process? Restore requests can be made to the LANDesk Cloud Care Team. What is the off-boarding process? On completion or exit from contract, the customers instance is frozen. All customer data is backed up and provided to the customer to download within 30 days of request. Following end of download period, all instance configuration is permanently deleted. Additional offering services allow customers to either enable or operate their data instance in an on premise perpetual model, or in a single-usage reference. Data Extraction The customer may extract their data in a variety of ways and at any time. Data can be provided as a snapshot of the database or more instantly through exports to.csv or XLS and via Crystal reports. Reliable Service Continuity The platform has been built with high availability and business continuity in mind. The data centres operate sister platforms with the ability to recover the LANDesk environment to a secondary data centre in the event of a sustained interruption to service in the primary facility. Within each data centre, all elements of the IT infrastructure, network, and data centre infrastructure are fully resilient across the estate and implemented to a fully redundant design. Data is backed up and snapshots captured across the environment to a second data centre so that data resilience is ensured to a one hour Recovery Point locally and no more than 24 hours at the secondary site. What is the standard Service Level Agreement (SLA)? The standard SLA for LANDesk customers is 99.9 % in a calendar month. How do you monitor cloud availability? The LANDesk Cloud Care Team will monitor service availability alongside the data centre s own proactive performance monitoring services to monitor platform, server, and network availability. What about training and documentation? Training and documentation are provided by LANDesk to each customer as required. Future-Proof What if we wish to transition to on-premise? Should you decide to transfer to an on-premise platform, LANDesk will work with you to make the transition as smooth as possible. What happens if we need to add or reduce capacity due to changes in our business? Please contact LANDesk to discuss how we can help you support your business needs. 15

6 Trusted World Class Support What about customer support? You will receive the same level of customer service as you would on-premise, including the ability to directly communicate with our full LANDesk customer support team. What is the LANDesk Cloud Services Support Team? The LANDesk Cloud Services Support Team provides a point of contact for customers of the LANDesk Service Desk as a Service solution back to LANDesk s preferred hosting provider and the provider s data centre partner operations. LANDesk Customer Support (http://www.landesk.com/support/). LANDesk offers a range of customer service and support levels to meet customers operational requirements. Customers who purchase a LANDesk Service Desk as a Service contract get to participate in a tiered points-based support program. The levels of the program have been carefully designed to ensure that customers receive the service they need and deserve. If additional support is still desired, upgrade options are available. Customers who purchase a LANDesk points-based maintenance program are awarded points according to the level of their investment. The accumulation of points, at initial purchase and throughout the year, determines the level of support for which a customer is automatically qualified. Points expire when the maintenance contract concludes and the renewal process results in new points being issued. The number of points a customer has been awarded is easily tracked by logging into the Smart Service Portal in the LANDesk Community. Four levels of support are available: Base, Professional, Enterprise, and Enterprise Plus. All support levels include software upgrade protection, proactive technical support updates via email or RSS feeds, and access to the LANDesk Community. An example of the available contracts can be found below; 16

7 Core Systems Integration and Automation Platform (included at no additional cost) LANDesk Service Desk as a Service has powerful capabilities that enable customers to simply connect with those other systems within, and beyond, your business. Whether email, live data lookup, embedded web content, consolidated import, or a range of API s, LANDesk make it easy to bring everything together, and avoid unnecessary risk of human error Integration does of course mean many things to different people. Often a will it integrate question is most easily answered by looking at the range and diversity of integration options that are available. In considering a Service management solution, a menu of integration options such as these is essential. Core Service Desk coded Integrations Active Directory MSSQL Oracle Excel Access Telephony/CTI edirectory LANDesk Management Suite Microsoft SCCM Novell Zenworks Generic Connector Email Outlook Calendars Event Manager tested and supported on Solarwinds, Nagios, SCOM. With our Automation platform All LANDesk Tools MS Active Directory MSSQL MSSCCM Oracle Excel Shellscript Webservice Email Vmware ESX Many more The LANDesk Management Automation Platform is an IT process management solution, designed to enable organizations easily define, design, implement and execute cross-platform IT automation initiatives. (This is external to the automation you would normally expect to see contained within a Service Desk solution). Through an open architecture approach, the LANDesk Management Automation 17

Platform enables process automation initiatives to be implemented across various IT functions and solutions including LANDesk Management Suite, LANDesk Security Suite, LANDesk Asset Lifecycle Manager and LANDesk Service Desk. This industry open platform is available to all LANDesk customers at no charge. Example MAP technology process automatically distribute a software package from the Service Desk using LANDesk Management Suite for example. 18

Automation Platform Key Features Ease-of-Installation, Use and Flexibility Scalability and Cost Efficiency A comprehensive Process Designer Uses a Service-Oriented Architecture interface to execute web services, decrease integration expenses, and increase agility and ROI Captures history for every step of any process, including approvals, requests, comments, etc., for proof of control and support for any audit Integration Capabilities o Includes active directory (AD) actions to allow you to automate creating and deleting AD accounts, shares, groups and application access as well as resetting passwords saving time and reinforcing network security. o Interfaces with LANDesk Service Desk as well as line-of-business applications. o Integrates with LANDesk Server Manager to pull provisioning and other server templates directly into workflows. o Includes built-in actions to quickly build and execute LANDesk solution-specific processes, as well as executes Java, VB and SQL scripts. o Integrates with PC life cycle management tasks by automatically installing agents on new devices and adding/deleting devices. o Includes process integration modules (PIM) for structured integration with third-party solutions: Listener receives external input data (such as an e-mail subject) to trigger a workflow. Activities specific actions (drag-and-drop icons) that make up a workflow or sequence of tasks. Libraries ready-to-use and sample workflows. Templates e-mail or audit dialogs that support process collaboration. o Can be integrated with a Configuration Management Database (CMDB) and leading ERP and CRM enterprise applications, including SAP, PeopleSoft, Siebel, Oracle and Lawson. o Integrates with Thin Forms, ASP.NET forms, Adobe PDF forms and Microsoft InfoPath forms. o Integrates with WMI calls, e-mail systems, handheld devices and mobile phones. 19

8. Pricing Concurrent Analyst (minimum QTY 7) LANDesk Service Desk as a Service Price per Month Concurrent Service Desk Analyst (all processes) 150.00 Annual cost per Analyst 1,800.00 Fixed Analyst (Minimum Qty 20) LANDesk Service Desk as a Service Price Fixed Service Desk Analyst (all processes) 62.50 Annual cost per Analyst 750.00 20

www.landesk.com To the maximum extent permitted under applicable law, LANDesk assumes no liability whatsoever, and disclaims any express or implied warranty, relating to the sale and/or use of LANDesk products including liability or warranties relating to fitness for a particular purpose, merchantability, or infringement of any patent, copyright or other intellectual property right, without limiting the rights under copyright. LANDesk retains the right to make changes to this document or related product specifications and descriptions, at any time, without notice. LANDesk makes no warranty for the use of this document and assumes no responsibility for any errors that can appear in the document nor does it make a commitment to update the information contained herein. For the most current product information, please visit www.landesk.com. Copyright 2013, LANDesk Software, Inc. and its affiliates. All rights reserved. LANDesk and its logos are registered trademarks or trademarks of LANDesk Software, Inc. and its affiliates in the United States and/or other countries. Other brands and names may be claimed as the property of others. 21