Service Desk on Command A Steria Cloud Services Offering Service Name Service Desk on Command Service Desk as a Service Type of Service: IaaS PaaS SaaS Specialist Services Deployment Model: Public Private Hybrid Information Assurance Impact Level (IL) IL0 Services Available: 1. Catch & Dispatch Service - provides a single point of contact for service requests and incidents. These are logged in the Service Management tool before being passed to the customer s appropriate nominated second line support teams. 2. ITIL Service - offers fault logging and issue resolution management with a high level of first time fix. Those calls that cannot be resolved at first point of contact are passed to the customer s appropriate nominated second line support teams but resolution is managed by the Service Desk. This service is the focal point of ITIL service management functions, including Request Management, Change Management, Problem Management and Service Asset and Configuration Management. Features: Proven Technology Availability Service Level Targets Backup Connectivity HP toolset ITILv3 processes and procedures Proven integration with monitoring tools Security Driven Reference Architecture Standard hours 8am 6pm Mon Fri excluding UK Public and Bank Holidays. Extended 24x7x365 service also available 90% of calls answered within 20 seconds Less than 4% calls abandoned within service hours First time fix rates subject to an agreed scope Industry standard full & incremental backup of the platform including all incident and request data Internet / e-mail / telephone Pricing: Pricing Structure Set-up + Per call charge Catch and Dispatch (Standard Hours) Set-up Cost From 2,095 Cost per Contact 2.66 Exit Cost 860 ITIL Service (Standard Hours) Set-up Cost From 15,922 Cost per Contact 9.06 Exit Cost 860 Additional Service Options: Steria 2013 Page 1 of 7 Version 3.0
Service Desk on Command A Steria Cloud Services Offering Service Name Service Desk on Command Service Desk as a Service Resolver Group access to the Service Desk tools Extended Service Hours and/or SLAs Web Portal Automated Password Reset Dedicated Service Desk Agents Service Desk Integration Services Enhanced Reporting Options Change Management Support Third Party Support Management Catalogue Procurement Steria 2013 Page 2 of 7 Version 3.0
Generic Aspects Q G1 What is the name of the service? Service Desk on Command Service Desk as a Service Q G2 Which lots are you bidding for, for this service? SaaS The Steria Service Desk can be used to support Software as a Service, Infrastructure as a Service, Platform as a Service or be taken as a traditional stand alone Service Desk. Q G3 Does your service meet G Cloud definitions? Service Desk conforms to the G Cloud definitions in the ITT. Q G4 Service Deployment Model(s) you are offering in this response? Public The Service Desk can be accessed via phone, e mail and Internet. There is no restriction on where our customers are based. Q G5 Details supporting ALL questions in this ITT are provided in service definition? Suporting details for all elements of this questionnaire are provided below against each question. Features Q G06 Networks to which the service is connected (directly)? Internet The Service Desk is connected to the internet for web access. Q G07 'API' access available, documented and supported? The HP Service Centre Service Desk tool includes documented APIs as part of the standard product offering Q G08 Open Standards supported and documented? The HP Service Centre Service Desk tool includes open standards support as part of the standard product offering Q G09 Open source software used and documented? No Service Management Q G10 Technical boundaries/interfaces of the service documented? The service description details the scope of the technical solution defining the boundaries/interfaces of the service Q G11 Services available to other suppliers so they can use them to provide services to government? The Service Desk can be commissioned by other G Cloud service providers to manage their incidents, problem, changes and Configuration Items. Q G12 on boarding process e.g. moving on to the service? There are defined processes, requirement definition and data load templates that are used to support on boarding. Q G13 off boarding process e.g. moving off the service? There is a defined exit process, including provision of Service Desk data, to support off boarding. Q G14 Data extraction/removal criteria met? Data will be extracted to a CSV file and provided to the customer on exit. All customer data will be removed from the platform. Q G15 Data processing and storage locations defined? The Service Desk is located in the UK. Q G16 Data location option can be defined by user? No Steria 2013 Page 3 of 7 Version 3.0
Q G17 Data held in Safe Harbour (if applicable)? No N/A Q G18 Data centre(s) used adhere to best practices described by the EU Code of Conduct for Data Centre Operations? The underpinning infrastructure is hosted in data centres that comply with EU Code of Conduct for Data Centre Operations? Q G19 Data centre tier? Tier 3 The datacentre scheme is TIA 942 Q G20 Support boundaries/interfaces of the service documented? The Catch and Dispatch and "ITIL" Service Desk services provides single point of contact for service requests and incidents. Customers must define 2nd and 3rd line support teams for onward call resolution. In addition to fault logging and issue resolution, the ITIL Service Desk provides first time fix and is the focal point of all ITIL service management functions, including Request Management, Change Management, Problem Management and Service Asset and Configuration management. Q G21 Service roadmap provided? Steria keep track with industry standards and best practice as they progress, as well as the keeping up to date with the latest technological advancements. The roadmap for the G Cloud Service Desk service will reflect the relevant improvements and developments. Q G22 Performance attributes defined and documented? These are defined in the Service Desk SLAs, examples include time to answer and rate of First Time Fix. Q G23 Backup & Disaster Recovery? The Service Desk is highly resilient with tried and tested IT DR plans in place. The underpinning platform is resilient with a primary and secondary site. Q G24 Is a support service provided and documented? The Service Desk service is a support service. It is a well established and documented service. Q G25 'Real time' management information available? Via the web portal "i portal" Q G26 Reports include each billed unit? Billed unit for the service desk is cost per contact. Q G27 Self service provisioning/de provisioning? No Q G28 Indicative time for provisioning/de provisioning documented? A simple Catch and Dispatch service desk can be operational in as little as a week after completion of the ISD Transition Assessment. An ITIL Service Desk will take longer, on boarding will be planned and timelines agreed with the customer. Q G29 3rd party service monitoring tool access? No Steria 2013 Page 4 of 7 Version 3.0
Q G30 Service Desk can be used by 3rd party suppliers for their services e.g. small SaaS provider? The Service Desk can be commissioned by other G Cloud service providers to manage their incidents, problem, changes and Configuration Items. Commercial Q G31 Unit based pricing model? Cost per contact as specified in the service definition Q G32 Aggregated billing options? Q G33 Minimum Contract/Billing Period? Month Minimum contract of two months. Billing monthly. Q G34 Free option? No Q G35 Trial Option? No Q G36 Termination costs? Exit costs as specified in the Service Desk on Command Service Definition. Q G37 Supplier contract terms jurisdiction? UK Q G38 Payment Options? Purchase Order / Credit Card LOT 3 Software as a Service (SaaS) Service Options Clients Q LOT3 1 Web browser interface? Primary Via the "i Portal" screen. Q LOT3 2 Supported web browsers documented? i Portal has been successfully used with the following browsers : IE 7+ Firefox Chrome Q LOT3 3 Details of other thin client modes documented? No Q LOT3 4 Other client software documented? No Q LOT3 5 Smartphone Access? No Q LOT3 6 Off line working & synching? No General Features Q LOT3 7 Attachment support? The tool set can hold attachments against all reports for example screen shots to support an incident, back out plans to support a Request for Change. Q LOT3 8 Anti virus protection? The underpinning platform has up to date anti virus protection. Steria 2013 Page 5 of 7 Version 3.0
Q LOT3 9 International Language Support? The toolset and reporting can be produced in majority of European languages, English and French are standard. Q LOT3 10 Workflow facilities? Workflow is used for handling all types of records for example Change module workflows each step of the process to ensure timely review and approval. Final Workflow configuration (named users) is completed during on boarding. Q LOT3 11 Importable taxonomy? This is undertaken via the data load during on boarding. Q LOT3 12 Folksonomy support? This is undertaken via the data load during on boarding. Q LOT3 13 Taxonomy facilities? This is undertaken via the data load during on boarding. Q LOT3 14 plug in / extension ready? Additional modules can be requested and plugged in either with or without configuration. Q LOT3 15 plug in / extension marketplace? No Q LOT3 16 Syndication? Interface between the service desk tool and other service desks can be provided Q LOT3 17 Native search? No Q LOT3 18 Native support of bulk input / export of data & meta data in Bulk data load is normal via standard templates. standard formats? Q LOT3 19 Link Management? The data load populates links between data for example CI's and users. Business Continuity Q LOT3 20 Separated environments: Publishing / Editing / Search? The Service Desk toolset has development and test environments as well as live. There are both primary and secondary sites to facilitate business continuity. Q LOT3 21 Caching? N/A Authorisation, Authentication and Personalisation Q LOT3 22 Integration with Identity Systems? The underpinning tool is configured so only named, approved users can access the "iportal" site. Q LOT3 23 User profile page? Bespoke pages can be set up on "i portal" Q LOT3 24 Comment on item? No Integrated Communications tools Q LOT3 25 Instant Messaging? No The instant message / chat functionality is on the roadmap Q LOT3 26 ediscovery? Discover and dependency mapping for inventory, HP Client Automation Suite Q LOT3 27 Migration Tools Available? Standard migration tools are used to load and export data during on boarding and off boarding. Q LOT3 28 Video Conferencing? No Steria 2013 Page 6 of 7 Version 3.0
Q LOT3 29 Social Networking? No Q LOT3 30 Social Networks? N/A Q LOT3 31 Calendars? Calendars are used to facilitate the process for example schedule of change, time left until SLA breach. Q LOT3 32 Contact Management? Alerts can be set up within the tool to contact users and resolvers. Q LOT3 33 To Do Management? Workflow and alerts will be used to manage to do activities. User Generated Content Q LOT3 34 Solution provides Blogging capabilities? No Q LOT3 35 Solution provides wiki capabilities? No Q LOT3 36 Solution provides forum capabilities? No Q LOT3 37 Solution provides content rating capabilities? No Q LOT3 38 Solution provides content recommendation capabilities? No Q LOT3 39 Solution provides social media sharing e.g. tweet this? No Q LOT3 40 Solution provides automated stop word filtering? No Un listed service Q LOT3 41 What is the name for the service (if different from response in N/A "About your Services" section)? Q LOT3 42 Price for most common configuration (i.e. Supplier's best 2.66 per contact The Catch & Dispatch service is charged at 2.66 per contact selling or expected best selling configuration)? Q LOT3 43 Minimum service unit pricing interval? Pricing is per contact Q LOT3 44 Is the service Public or Private? Public Q LOT3 45 Impact Levels (ILs) at which the service is accredited to IL0 process and/or store information (actual or target)? Q LOT3 46 Has the service been accredited? No Q LOT3 47 Features How would you categorise the service e.g. Billing / Social Media etc? Q LOT3 48 Short description (summary) of the service? Service Desk services for incident logging and management Service Desk as a Service The service provides Service Desk services (call logging, diagnosis and allocation to resolver groups) as a Service Two standard offerings are available Catch & Dispatch and an ITIL service. Each are described in full in the Service Definition. Steria 2013 Page 7 of 7 Version 3.0