Service Desk on Command A Steria Cloud Services Offering
© Steria 2013 Page 1 of 7 Version 3.0
Service Name
Service Desk on Command
Service Desk as a Service
Type of Service:
IaaS PaaS SaaS
SpecialistServices Deployment Model:
Public
Private HybridInformation 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 HP toolset
ITILv3 processes and procedures Proven integration with monitoring tools Security Driven Reference Architecture
Availability Standard hours 8am – 6pm Mon – Fri excluding UK Public and Bank Holidays.
Extended 24x7x365 service also available
Service Level Targets 90% of calls answered within 20 seconds
Less than 4% calls abandoned within service hours First time fix rates subject to an agreed scope
Backup Industry standard full & incremental backup of the platform including all incident and request data
Connectivity 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
Service Name
Service Desk on Command
Service Desk as a ServiceResolver 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
SERVICE SPECIFIC KEY FACTS
Ref Question field or Information text Supplier Response Supporting Information
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? Yes 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? Yes 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? Yes The HP Service Centre Service Desk tool includes documented APIs as part of the standard product offering
Q‐G08 Open Standards supported and documented? Yes 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? Yes 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 ?
Yes 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? Yes 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? Yes There is a defined exit process, including provision of Service Desk data, to support off‐boarding.
Q‐G14 Data extraction/removal criteria met? Yes 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? Yes The Service Desk is located in the UK. Q‐G16 Data location option can be defined by user? No
Ref Question field or Information text Supplier Response Supporting Information 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? Yes 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? Yes 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? Yes 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? Yes These are defined in the Service Desk SLAs, examples include time to answer and rate of First Time Fix.
Q‐G23 Backup & Disaster Recovery? Yes 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? Yes The Service Desk service is a support service. It is a well established and documented service.
Q‐G25 'Real time' management information available? Yes Via the web portal "i‐portal"
Q‐G26 Reports include each billed unit? Yes Billed unit for the service desk is cost per contact. Q‐G27 Self service provisioning/de‐provisioning? No
SERVICE SPECIFIC KEY FACTS
Ref Question field or Information text Supplier Response Supporting Information Q‐G30 Service Desk can be used by 3rd party suppliers for their
services ‐ e.g. small SaaS provider?
Yes 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? Yes Cost per contact as specified in the service definition Q‐G32 Aggregated billing options? Yes
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 ? Yes 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
Ref Question field or Information text Supplier Response Supporting Information
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? Yes 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? Yes 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? Yes The underpinning platform has up‐to‐date anti virus protection.
Ref Question field or Information text Supplier Response Supporting Information
Q‐LOT3‐9 International Language Support ? Yes The toolset and reporting can be produced in majority of European languages, English and French are standard.
Q‐LOT3‐10 Workflow facilities? Yes 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? Yes This is undertaken via the data load during on‐boarding.
Q‐LOT3‐12 Folksonomy support? Yes This is undertaken via the data load during on‐boarding. Q‐LOT3‐13 Taxonomy facilities? Yes This is undertaken via the data load during on‐boarding.
Q‐LOT3‐14 plug‐in / extension ready? Yes 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? Yes 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 standard formats?
Yes Bulk data load is normal via standard templates.
Q‐LOT3‐19 Link Management? Yes The data load populates links between data ‐ for example CI's and users. Business Continuity
Q‐LOT3‐20 Separated environments: Publishing / Editing / Search? Yes 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? Yes The underpinning tool is configured so only named, approved users can access the "i‐ portal" site.
Q‐LOT3‐23 User profile page? Yes 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? Yes Discover and dependency mapping for inventory, HP Client Automation Suite Q‐LOT3‐27 Migration Tools Available? Yes Standard migration tools are used to load and export data during on‐boarding and
SERVICE SPECIFIC KEY FACTS
Ref Question field or Information text Supplier Response Supporting Information Q‐LOT3‐29 Social Networking? No
Q‐LOT3‐30 Social Networks? N/A
Q‐LOT3‐31 Calendars? Yes Calendars are used to facilitate the process for example schedule of change, time left until SLA breach.
Q‐LOT3‐32 Contact Management? Yes Alerts can be set up within the tool to contact users and resolvers. Q‐LOT3‐33 To Do Management? Yes 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 "About your Services" section)? N/A Q‐LOT3‐42 Price for most common configuration (i.e. Supplier's best selling or expected best selling configuration)? £2.66 per contact The Catch & Dispatch service is charged at £2.66 per contact 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 process and/or store information (actual or target)? IL0 Q‐LOT3‐46 Has the service been accredited? No Features Q‐LOT3‐47 How would you categorise the service e.g. Billing / Social Media etc? Service Desk as a Service The service provides Service Desk services (call logging, diagnosis and allocation to resolver groups) as a Service
Q‐LOT3‐48 Short description (summary) of the service? Service Desk services for incident logging and
management
Two standard offerings are available ‐ Catch & Dispatch and an ITIL service. Each are described in full in the Service Definition.
