Title Service Desk as a Service Date January 2015 www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1
1. Disclaimer All information contained in this document is provided in confidence to the addressee for the sole purpose of evaluation of the proposed solution, and shall not be published or disclosed wholly or in part to any other party without the prior permission in writing of Auxilion, and shall be held in safe custody. These obligations shall not apply to information that is published or becomes known legitimately from some source other than Auxilion. Neither this document, nor the information contained within shall constitute a legally binding agreement between Auxilion and the addressee, with the exception of the above clause relating to confidentiality. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 2
2. Contents 1. Disclaimer... 2 2. Contents... 3 3. Response Format... Error! Bookmark not defined. 3.1. Introduction... Error! Bookmark not defined. 3.2. Company Background... Error! Bookmark not defined. 3.3. Service Proposal... Error! Bookmark not defined. 3.4. Financial Information... Error! Bookmark not defined. 3.5. Insurances... Error! Bookmark not defined. 3.6. Quality Assurance System... Error! Bookmark not defined. 3.7. Technical and/or Professional Ability... Error! Bookmark not defined. 3.8. Key Personnel... Error! Bookmark not defined. 3.9. Experience... Error! Bookmark not defined. 3.10. Contingency Plan... Error! Bookmark not defined. 3.11. Value Added Proposal... Error! Bookmark not defined. 3.12. Account and Program Management... Error! Bookmark not defined. 3.13. 3rd Party Supplier Management... Error! Bookmark not defined. 3.14. Project Management... Error! Bookmark not defined. 4. Pricing... Error! Bookmark not defined. 4.1. Pricing Notes:... Error! Bookmark not defined. 4.2. Service Fees:... Error! Bookmark not defined. 4.3. Discounts... Error! Bookmark not defined. 4.4. Assumptions... Error! Bookmark not defined. 5. Appendix Declaration of Bona Fides... Error! Bookmark not defined. 6. Appendix Case Studies... Error! Bookmark not defined. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 3
3. Introduction Auxilion has developed a framework to implement and deliver IT support services to meet the requirements of business. Our approach combines a proven Project Management Governance Structure with industry best practice in IT Service Management (ITSM) based on the ITIL best practice framework. Auxilion currently delivers services for a range of public and private sector clients under this model. Service Desk as a Service includes the following features. Service desk including service management ticket system Remote takeover and management of desktop including remote takeover system Remote monitoring, management and takeover of servers including remote monitoring system Options for hosting / dealing with legacy servers Additional value add activities, service reporting and end-to-end service responsibility Organisations will benefit from our experience and expertise in service transition and service delivery ensuring: No reduction in service levels is experienced during transition Improved service delivery of ICT services Measured service including achievement of service level targets A cost effective solution benefiting from our economies of scale and shared service model Monthly service reviews and quarterly service governance meetings All service requirements are provided by a single local supplier; Auxilion Included in our service is our ticket management and phone management systems, providing accurate data and information on service delivery and service level metrics. Services to Be Provided to the customer At a Glance Auxilion are specialists in providing remote and on-site end-to-end IT managed services. Our innovative remote Service Operating Centre is built on cloud based service management systems combining 1 st, 2 nd and 3 rd line end-to-end IT support services. Service elements include the following. Note each element has a specific and separate pricing mechanism. No. Service Details 1 Service desk including service management ticket system We will provide service desk services. Our IT service management system ticketing system (ITTS) is included in the price and is part of the service. We have very economical out-of-hours support www.auxilion.com Commercial in Confidence Auxilion 2015 Page 4
2 Remote takeover and management of desktop 3 Remote monitoring, management and takeover of servers options should this be required in the future. This allows our service desk agents to perform remote fixes speeding up incident and request resolution and increasing first time fix. This allows our Level 2 and Level 3 support teams to perform remote fixes speeding up major incident resolutions and decreasing server down time. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 5
Service Desk Auxilion operates a 24x7x365 Service Operations Centre based on our innovative approach which utilises cloud based Microsoft technologies. Our Service Operations Centre (SOC) provides end user and systems remote management, monitoring, and resolution services. The centre has a full complement of first to third line staff underpinned by ITIL aligned industry support processes providing an end-to-end integrated set of services. Our service can be contacted via a number of agreed options: An innovative dedicated web portal Phone Email - for call logging and user communications The customer will be assigned a service delivery manager providing a single point of contact for overall service management liaisons. Auxilion s service desk will have full end-to-end responsibility for managing issues, incidents, problems and requests on behalf of the customer s end users including escalation management and dealing with third party suppliers. Our responsibilities are detailed concisely within this section. Remote monitoring and alerting is managed within our Service Operations Centre ensuring quick response and resolution to alerts and events reducing service and application unavailability. Our service desk staff provides administrative services and conduct first time fix where appropriate. Where required the desk will log and update the ticket and transfer to our appropriate 2 nd or 3 rd line resolver team. Tickets are closed once concurrence has been received from the customer that your issue or request has been satisfactorily dealt with. Although responsibility for resolution of each ticket resides with the assigned resolver group, crucially however, full service accountability remains with the service desk to maintain the single point-ofcontact relationship and holistic service management. Our overall support service model for our Service Operations Centre is illustrated below. We have a pool of engineers that are available to provide the necessary on-site support. In our experience, the most effective and efficient model is to schedule our engineers for periodic site visits to conduct on-site specific activities. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 6
Service Level Agreement A formal Service Level Agreement (SLA) will be finalised within the context of a Statement of Work (SOW) as detailed in Appendix C of the tender document. This SLA outlines our service obligations to each other. It will cover such areas as: Service resolution targets. Quarterly preventative maintenance activities and schedule. Service management and reporting. Service reviews schedule. Escalation and change management. We will agree a service baseline and validation period against the end-to-end service targets. This ensures that: Targets and measures are actually measurable, without unnecessary administration or complex calculations. Targets are realistic and aligned to the new support services. The service targets will achieve the desired service quality levels for our clients. Customer Satisfaction We will agree a customer satisfaction target as per the customer s preference. It can be either a quantitative score or based on more subjective qualitative values. Customer satisfaction improvement initiatives are driven by our Service Management Organisation in conjunction with our clients. We work with our customers to identify the appropriate cycle for running surveys through our web based support portal to measure customer satisfaction. Customer satisfaction surveys identify areas of improvement that will input into our continual service improvement (CSI) plans. We can provide this in two ways. A survey of questions that auto pops up on use of the self-service portal that can be either always on (on-going) or set to come on/off at configurable time windows (recommended). The questions asked in the survey are also configurable at any given time though our recommendation is to keep them consistent over a given time-frame for trending and context. Continual Service Improvement A key aspect of our end-to-end managed services is the introduction of a Continuous Service Improvement Programme (CSIP). Our support services encompass the ITIL service lifecycle by including Continual Service Improvement as a key component once delivery of services has been established. The overall aim is to tune service management practices to increase service quality and chart a course toward operational excellence. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 7
Service Delivery Our service desk provides a single point of contact for all incidents and our ticket management system provides the automated workflows to ensure a consistent, measureable service. In line with ITIL guidelines overall ownership of the management of all tickets rests with our service desk Incident Manager. This includes managing tickets assigned to the service desk but require support from our on-site engineers and third party IT support providers. Where a support agreement exists with a third party IT support provider, we will escalate issues to them directly and manage the incident until closure or reassignment to the relevant resolver groups. Our ticketing system workflow process and management queues provide an automated escalation process and reaches end-to-end through all relevant delivery personnel, including management and our client s own nominated staff. All users will get an auto-generated email detailing the ticket information. The system auto-generates about-to-breach amber alerts within the ticket management console, triggering remedial action by our Incident Manager. All tickets have a full audit trail, showing actions taken and details of resolutions / workarounds. All users have access to their own personal My Service Desk portal for real time ticket management, collaboration and tracking. The service desk portal includes the feature to post service notifications. This can be tailored as required. Clearly where appropriate, email notifications will also be utilised. Our service includes the following ITIL based core processes: Transition planning and support. Incident and service fulfilment management Problem management with incident trending and root cause analysis Change management with controlled authorisations Access, event, availability and capacity management for ICT infrastructure and systems proactive management and monitoring. Knowledge management with an online knowledge base of incident, problem, and known errors solutions. We can also provide a knowledge portal at a user level with self-service knowledge options such as how to guides. Service measurement, service reporting and service level management Supplier management Continual service improvement Service Reporting & Reviews We will draft and deliver monthly service reviews. The exact formats of the reviews are agreed with the customer. Typically, monthly reports include: Executive summary Ticket trending and analysis, such as: Top call categories Top callers Call user locations Call priority ratios Call sources (Phone/web/email) Details on problem tickets ICT systems report with specifics on any scheduled and unscheduled downtime. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 8
Capacity and availability measurement and reporting. Customer satisfaction reports (frequency agreed with the client) Continual service improvement initiatives Change controls and projects Escalations and actions We also recommend periodic strategic service review meetings with the primary focus on overall performance against service expectations and future planning, attended by relevant senior management stakeholders from both sides. Change Management Change management is concerned with monitoring and controlling all requests and subsequent changes to any aspects of the service during its lifecycle including the agreed service baseline. Changes can affect many areas of the service, such as solution components and projects, as well as costs and schedule. Therefore, requests for change need careful management and review. We will discuss and agree the implementation of a change control process and recognises that any such procedure will involve the following: Formally recording all requests for change Analysing potential impacts on all aspects of the service Approving the request for change Communicating the decision about change requests to those concerned Making the change, ensuring that the change management procedures are followed Formal interchange and confirmation of acceptance of variation orders Remote Monitoring Below is an example of how our remote monitoring and management service works: Auxilion RMM Auxilion SOC Customer Infrastructure Managed Servers Management Server Cloud Onsite Managed Clients Managed Remote Users www.auxilion.com Commercial in Confidence Auxilion 2015 Page 9
Reactive automated server and workstation monitoring Our remote monitoring and management service monitors both servers and workstations, automatically alerting when there is an issue via email to our dedicated 24/7 Service Operations Centre. Here the alert is investigated and appropriate action taken to resolve the issue. The engineer can use the Remote Control function to remotely connect to the device and carry out any remedial work required. The RMM engineers also have access to a visual dashboard where the current state of the infrastructure can be easily seen. Server Monitoring Dashboard Training Tool training can be provided. Training is priced individually. Ordering Services are ordered directly from Auxilion. Invoicing is monthly and paid quarterly in advance. Termination Services can be terminated in accordance with the service terms and conditions. For a managed serivce the term will be for a minimun of one year unless otherwise agreed in advance. Trial Service Due to the onboarding process and knowledge transfer required, it can be difficult to provide a trail period for a managed serivce. We can however provide a trial period for using our ticket and support application ITSS. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 10