IT Services Catalogue

Release: 1.0Published: September 2016Author: Ian Syer

1 Contents1 Contents ................................................................................................................ 22 Services Catalogue .................................................................................................. 3 2.1 Definition ...................................................................................................... 3 2.2 Purpose ........................................................................................................ 3 2.3 What is a Service? .......................................................................................... 3 2.4 Assumptions ................................................................................................. 33 Services Catalogue Structure .................................................................................... 4 3.1 Definition ...................................................................................................... 44 Service Definitions................................................................................................... 5 4.1 IT Service Desk .............................................................................................. 6 4.2 Email ............................................................................................................ 7 4.3 Internet ......................................................................................................... 8 4.4 Office Telephones .......................................................................................... 9 4.5 Mobile Telephones ....................................................................................... 10 4.6 Printing....................................................................................................... 11 4.7 Network ...................................................................................................... 12 4.8 Desktops / Laptops ...................................................................................... 13 4.9 Intranet (“The Hive”) ..................................................................................... 14 4.10 Business Applications .................................................................................. 15 4.11 Applications Support .................................................................................... 16 4.12 Project Delivery............................................................................................ 17 Appendix A – Incident Response Times & Resolution Targets ..................................... 19 Appendix B – Business Applications Catalogue......................................................... 20 Appendix C – IT Equipment Banding ........................................................................ 22 Appendix D – Mobile Phone Banding ....................................................................... 23 Appendix E – Out of Hours Emergency Process......................................................... 24 Page 2 of 24

2 Services Catalogue2.1 Definition The Servest IT Services Catalogue contains a written statement of the IT business services and default support levels which the Servest IT Department is responsible for.2.2 Purpose The purpose of the Services Catalogue is to: o Provide a clear picture of all the business services for which IT is responsible for and provides as part of the IT management charge o Defines a clear understanding of what employees can expect to receive from those IT services2.3 What is a Service? A service is a set of IT infrastructure, technologies and applications that enable or support a Servest business process.2.4 Assumptions The following assumptions have been made: o Major upgrades to any of the services detailed will be treated as projects outside the scope of this Services Catalogue o All changes or amendments are outside the scope of this Services Catalogue and project constraints and quality criteria will be communicated as part of the Statement of Work (SOW) o Services will be provided in adherence with IT departmental policies, processes and procedures Page 3 of 24

3 Services Catalogue Structure3.1 Definition Each service is described using the following elements to provide a comprehensive overview of how employees use and gain access to support for each service offered:Element DescriptionService Identifies the name of the service being providedStatus Identifies the status as one of the following:Description • PROPOSED – service under development and not yet liveService Partner • LIVE – service offered in productionAdditional Service • ARCHIVED – service no longer offeredFeatures A brief description of the service in customer (non-technical) termsDelivery ScopeDelivery Channels Identifies whether the service is wholly or partly delivered by a 3rd party service provider.Service HoursService Support Describes features and functions of the service only available toService Targets Servest employees and hierarchies upon special request Identifies which group of employees or business divisions are eligible to receive the service Identifies which delivery channels the service may be received with – examples might be: • Desktops • Laptops • Intranet • Mobile Phone Devices, etc. Identifies timeframes and operating hours for which employees can use the service Identifies where employees can go to receive help in the event that problems occur with the service Describes expectations for delivery of the service in customer (non-technical) terms Page 4 of 24

4 Service DefinitionsThe following sections contain the detailed descriptions of the services that are offered bythe IT department.Currently, the Service Portfolio is managed and delivered by the IT department inconjunction with third party service providers. The table below details the IT Servicesdelivered by IT packaged into a suite of Core and Business services.Service Description ServicesCategory IT Service DeskCore IT The core set of IT Services  E-MailServices delivered to the Servest  Internet organisation to provide  Office Telephony operational IT requirements  Mobile Telephony  PrintingBusiness IT IT Services that meet specific  NetworkServices business needs e.g. Finance,  Desktops / Laptops HR, Customer Services etc  Intranet  Business Applications  Applications Support  Project Delivery  Page 5 of 24

4.1 IT Service DeskStatus LIVEDescriptionService Partner To act as a single point of contact between Servest users and ITAdditional Service Support. To manage incidents, including service requests, and toFeatures provide an interface to other IT activities.Delivery Scope Out of hours support service is provided by Green Duck.Delivery ChannelsService Hours An emergency support service is provided outside of standard service hours. This provides access to “on call” IT support staff for majorService Support incident resolution only e.g. service outage affecting an office or business operation.Service Targets ** Please refer to Appendix E for a definition of emergency incidents. All employees • Central contact telephone number 01284 770100 • IT Service Desk self-service portal, http://itsd.servest.co.uk The IT Service Desk is available from: Monday – Friday 08:00 – 18:00 Outside of these hours, there is an emergency support service contact number: 01284 717 277 Help with resolving problems and issues with this service should be directed to: • Craig McSherry – Service Delivery Manager (1st level escalation) • Ash King – Head of Service Management (2nd level escalation) Targets for this service are: • Resolution within 2 hours for a Critical incident, within 4 hours for High incidents, within 2 business days for Standard incidents and within 5 business days for Low incidents. NOTE: See Appendix A for full details of Incident Response & Resolution Targets Page 6 of 24

4.2 EmailStatus LIVEDescription Deliver electronic mail/messages to and from Servest employees and external organisations.Service Partner N/AAdditional ServiceFeatures A continuity service called Mimecast is provided in the event of service outage or major incident. Mimecast can be accessed using webmail atDelivery Scope https://login.mimecast.com/ or as a mobile app, available from yourDelivery Channels provider’s App Store.Service Hours All employeesService Support • Desktop/laptop computersService Targets • Mobile phone & tablet devices 24 hours, 7 days per week (including holidays) Help with resolving problems and issues with this service can be obtained via: • IT Service Desk on 01284 770100 • IT Service Desk self-service portal, http://itsd.servest.co.uk Targets for this service are: • Provide availability of 99.9% (not including scheduled change outages) • Availability is measured based on uptime and ability to send and receive emails between Servest employees and external organisations Page 7 of 24

4.3 InternetStatus LIVEDescription Provision of access to the Internet, providing access to web pages orService Partner web-based applications and communication with other Internet-Additional Service connected computers.FeaturesDelivery Scope This service is provided by Green Duck.Delivery Channels Wireless internet access is provided in all Servest offices. PublicallyService Hours available ‘guest’ access is also provided allowing secure access to theService Support internetService Targets All employees • Desktop/laptop computers • Mobile phone & tablet devices 24 hours, 7 days per week (including holidays) Help with resolving problems and issues with this service can be obtained via: • IT Service Desk on 01284 770100 • IT Service Desk self-service portal, http://itsd.servest.co.uk Targets for this service are: • Provide availability of 99.9% (not including scheduled change outages) • Availability is measured based on uptime and ability to access the Servest corporate website as default Page 8 of 24

4.4 Office TelephonesStatus LIVEDescription Provision and management of Servest’s standard office basedService Partner telephone services. Includes instant messaging, video calling and onlineAdditional Service meetings.Features N/ADelivery Scope The office based telephony service provides management informationDelivery Channels on call statistics. Any requests for customised reporting should beService Hours directed to the IT Service Desk in the first instance, following which fullService Support requirements can be determined and a Statement of Work (SOW) agreed.Service Targets All employees Note: Desktop phones limited to employees based in Bury St Edmunds, Croxley Green and Leeds. • Desktop/laptop computers • Mobile phone & tablet devices 24 hours, 7 days per week (including holidays) Help with resolving problems and issues with this service can be obtained via: • IT Service Desk on 01284 770100 • IT Service Desk self-service portal, http://itsd.servest.co.uk Targets for this service are: • Provide availability of 99.9% (not including scheduled change outages) • Availability is measured based on uptime and ability to make and receive calls from other Servest employees Page 9 of 24

4.5 Mobile TelephonesStatus LIVEDescription Provision and management of Servest’s mobile telecommunication services. Includes handsets, tablet devices and 3G/4G dongles.Service Partner This service is provided by One Com.Additional ServiceFeatures All employeesDelivery Scope Note: Mobile devices are only provided to employees if authorized by their line manager or divisional director and on receipt of a completedDelivery Channels IT equipment form. ** Mobile phones are subject to Banding. Please refer to Appendix D forService Hours further details.Service Support • Mobile phone • Tablet  3G/4G Dongle ** All hardware and SIM’s are provided by One Com. The One Com service team are available from: Monday – Friday 08:30 – 17:30 Help with resolving problems and issues with this service can be obtained via: • One Com service team on 0330 332 4488Service Targets Targets for this service are: • All phone calls answered within 5 seconds  Email response within 10 mins  Repairs (if in stock) ordered before 3pm, dispatched for next day delivery, after 3pm the following day  New orders before 3pm, dispatched for next day delivery, after 3pm the following day Page 10 of 24

4.6 PrintingStatus LIVEDescription Provision of all network-connected printing services is currently outsourced and managed by the Procurement team. This includes printing, scanning and collation using Multi-Function Devices (MFD’s).Service Partner **Printers for home/office use are supplied by Group IT (see below).Additional ServiceFeatures The network-connected printing service is provided by Apogee.Delivery Scope Dot matrix printers/scanners can be supplied to employees forDelivery Channels home/office use if authorized by their line manager or divisionalService Hours director and on receipt of a completed IT equipment form.Service Support Available to office based users only.Service Targets • Desktop/laptop computers 24 hours, 7 days per week (including holidays) Help with resolving problems and issues with this service can be obtained via: • IT Service Desk on 01284 770100 • IT Service Desk self-service portal, http://itsd.servest.co.uk Targets for this service are: • Provide availability of 99.9% (not including scheduled change outages) • Availability is measured based on uptime and ability to print documents only Page 11 of 24

4.7 NetworkStatus LIVEDescription Provision of internal LAN and WAN connectivity to support the business needs.Service Partner This service is provided by Green Duck.Additional ServiceFeatures All employeesDelivery Scope • Desktop/laptop computersDelivery Channels • Mobile phone & tablet devices 24 hours, 7 days per week (including holidays)Service Hours Help with resolving problems and issues with this service can beService Support obtained via: • IT Service Desk on 01284 770100Service Targets • IT Service Desk self-service portal, http://itsd.servest.co.uk Targets for this service are: • Provide availability of 99.9% (not including scheduled change outages) • Availability is measured based on uptime and ability to connect to core IT Services as identified in this document Page 12 of 24

4.8 Desktops / LaptopsStatus LIVEDescription Provision of a standard set of pre-configured desktop and laptop devices for users based in Servest supported locations, including; offices, client sites, distribution centres.Service Partner This service is provided by CDW (Kelway).Additional Service Touch enabled devices, such as Apple iPad or Microsoft Surface, can beFeatures issued if there is a specific business need or requirement to work.Delivery Scope All employees Note: Desktops or laptops are only provided to employees if authorized by their line manager or divisional director and on receipt of a completed IT equipment form. ** IT equipment is subject to Banding. Please refer to Appendix C for further details.Delivery Channels • New Starter Form http://newstarters.servest.co.uk/Service Hours  Central contact telephone number 01284 770100Service Support • IT Service Desk self-service portal, http://itsd.servest.co.ukService Targets The IT Service Desk is available from: Monday – Friday 08:00 – 18:00 Outside of these hours, the IT Service Desk self-service portal should be used to raise any service requests. Help with resolving problems and issues with this service should be directed to: • Craig McSherry – Service Delivery Manager (1st level escalation) • Ash King – Head of Service Management (2nd level escalation) Targets for this service are: • Refurbished equipment (if in stock) – 3 day delivery  New equipment orders – 5 day delivery Page 13 of 24

4.9 Intranet (“The Hive”)Status LIVEDescription Provision and management of Servest’s Intranet (aka “The Hive”) and Social Network. Includes access to company news, documents, policies and procedures, corporate information, help etc.Service Partner N/AAdditional ServiceFeatures All employeesDelivery Scope • Desktop/laptop computersDelivery Channels • Mobile phone & tablet devices 08.00 – 18.00 Mon – Friday (excluding bank holidays)Service Hours Help with resolving problems and issues with this service can beService Support obtained via: • IT Service Desk on 01284 770100Service Targets • IT Service Desk self-service portal, http://itsd.servest.co.uk Targets for this service are: • Provide availability of 99.9% (not including scheduled change outages) • Availability is measured based on uptime and ability to operate basic functionality Page 14 of 24

4.10 Business ApplicationsStatus LIVEDescription Provision and management of Servest’s business applications which will support a specific business function e.g. Finance, Human Resources. This service includes all of the business applications that users may require access in order to allow them to perform their normal business role.Service Partner Refer to Appendix B for the full list of business application providedAdditional Service under this service.FeaturesDelivery Scope Refer to Appendix BDelivery ChannelsService Hours Refer to Appendix BService Support Refer to Appendix BService Targets • Desktop/laptop computers • Mobile phone & tablet devices (where mobile enabled) Business applications are provided for use during core hours, except where stated in Appendix B: Monday – Friday 08:00 – 18:00 Refer to Appendix B for additional service availability provided by the service partner where the application is hosted externally (Software as a Service). Help with resolving problems and issues with this service can be obtained via: • IT Service Desk on 01284 770100 • IT Service Desk self-service portal, http://itsd.servest.co.uk Targets for this service are: • Provide availability of 99.9% (not including scheduled change outages) • Availability is measured based on uptime and ability to operate basic functionality Page 15 of 24

4.11 Applications SupportStatus LIVEDescription Provision of 2nd-line and 3rd-line support for business applications. This service provides specific support and minor/ad-hoc changes to resolve user problems.Service Partner Development and maintenance of customized reports to provide ad-Additional Service hoc or schedule management information relating to businessFeatures applications.Delivery ScopeDelivery Channels All employeesService Hours • Desktop/laptop computersService Support • Mobile phone & tablet devicesService Targets The service is available from: Monday – Friday 08:00 – 18:00 Outside of these hours, there is an emergency support service contact number: 01284 717 277 Help with resolving problems and issues with this service can be obtained via: • IT Service Desk on 01284 770100 • IT Service Desk self-service portal, http://itsd.servest.co.uk Targets for this service are: • Resolution within 2 hours for a Critical incident, within 4 hours for High incidents, within 2 business days for Standard incidents and within 5 business days for Low incidents. NOTE: See Appendix A for full details of Incident Response & Resolution Targets Page 16 of 24

4.12 Project DeliveryStatus LIVEDescription The management, deployment and support of IT led Projects orService Partner Mobilisations.Additional Service Key features include:FeaturesDelivery Scope  Liaison with business functions for delivery of applications,Delivery Channels software changes and new servicesService HoursService Support  Identification and management of potential risks and issuesService Targets  Management of any 3rd party suppliers  All Projects shall be controlled by the Project Manager (in accordance with IT Project Management policy and process)  Acceptance into Live Service shall be through the SAC (Service Acceptance Criteria) and RFC (Request for Change) process All employees N/A N/A Help with resolving problems and issues with this service should be managed through a formal Project Board. N/A Page 17 of 24

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Appendix A – Incident Response Times & Resolution TargetsThe table below identifies our Service Level Agreement (SLA) and describes whatPriority Level Description ReLOW An issue affecting one or more users which has a 4STANDARD workaround or does not impact the business 2HIGH continuity. Such as a password reset, smartphone orCRITICAL PDA issue An issue preventing one user from performing their duties, or an issue causing multiple users difficulty in operation and where a workaround is available. Such as a user unable to access their emails An issue affecting an entire department or multiple key users during operational hours, when no workaround is available. Such as a system not working or database issues including loss of data An issue affecting an entire site during operational hours preventing business operation. Examples include a crashed email server, failure of telephone system or internet outage Page 19

sServest employees can typically expect from us when they have a support issue.esponse Time Target Resolution Likely Resource Onsite Mobilisation Technicianbusiness hours 5 business days N/A Within 5 days (if required)business hours 2 business days Remote support Within 4 hours (if within 2 – 4 hours required) 15 minutes 4 business hours Remote support Within 1 – 2 hours 5 minutes within 30 – 120 (if required) minutes 2 business hours Remote support Within 15 – 60 within 10 minutes minutes (BSE sites (requires internet only) connection)9 of 24

Appendix B – Business Applications CatalogueThe table below identifies current Business Applications which form part of the coservice arrangements in place.Application Status DescriptionDimensions LIVE Financial management softwareSelectPay LIVESelectHR LIVE Payroll processing softwareFocalPoint LIVE Human resources softwareWeb Expenses LIVEOffice 365 Web based approval software integrated withSage DimensionsFourth Payroll Expense management software LIVE Productivity tools, cloud storage and collaboratio LIVE software. Financial management software LIVE Payroll processing software Page 20

ore Service Portfolio. Other specialist applications exist and will have specific Delivery Scope Service Partner Ext. Service Hours Hosted (outside of Group Access Group (Saas) ? core hours) No Group Access Group No Group Access Group No Group Access Group No 24/7 Group Signifo Yes 24/7on Group Microsoft Yes 24/7 Sage No Catering, Energy Fourth Yes 24/7 Catering0 of 24

Saffron LIVE Food management & hospitality softwareConcept Evolution LIVE CAFM software providing reactive and plannedVixen ARCHIVED maintenance. Additional web-based self-service customer and supplier portals, with mobile interf Financial and M&E management software (legacyCronus LIVE Energy (Green Deal) management software proviService Tracker LIVE job management, assessments, audits etc Pest & environmental services softwareTimegate LIVE Workforce management software providing T&A,Ezi Tracker LIVE scheduling/rostering and management Time & attendance monitoring softwareSalesforce LIVE CRM solution providing contact management, lea generation and collaboration Page 21

Catering Fretwell Downing Yes 24/7 Hospitality (FDH) Yes 24/7 Building Services, FM, FSI No 24/7 Yes 24/7 Hotels Yes 24/7 Yes 24/7face 24/7 Yesy) Building Services Causeway Yesiding Energy Fulgent Pest Service Tracker, Security Innovise Cleaning Ezi Trackerad Sales Salesforce1 of 24

Appendix C – IT Equipment BandingThe table below details the IT equipment which is provided to employees based onBand Primary Device 1 Lightweight & small form factor (12” screen) laptop with docking station.2 Lightweight & small form factor (12” screen) laptop with docking station.3 Laptop (15” screen) with docking station.4 Desktop PC.5 Desktop PC.6 Desktop PC.Notes 1. For employee bands 4, 5 & 6, laptops will only be issued for mobile roles, wher 2. All office based workers are equipped with a single monitor setup as standard. 3. Printers will be issued to workers with no fixed office location or where there i 4. All new desktops and laptops have a target SLA for delivery of 5 business days. Page 22

n their banding and/or specific business needs. Alternative or Additional Device Touch enabled devices, such as Apple iPad Pro or Microsoft Surface, can be issued if there is a specific business need or requirement to work with a smaller form factor device. Touch enabled devices, such as Apple iPad Pro or Microsoft Surface, can be issued if there is a specific business need or requirement to work with a smaller form factor device. Lightweight & small form factor (12” screen) laptop with docking station.Laptop (15” screen) with docking station. (Refer to Note 1)Laptop (15” screen) with docking station. (Refer to Note 1)Laptop (15” screen) with docking station. (Refer to Note 1)re travelling is frequent or where no fixed office location is provided.. Additional monitors will be based on business need and authorised by Group IT.is a specific business requirement..2 of 24

Appendix D – Mobile Phone BandingThe table below details the Mobile Phone equipment which is provided to employeBand Primary 1 2 Premium smartphone, with wi-fi, Bluetooth and 4G. 3 Current model: Apple iPhone 6 / 6S / 6S Plus 4 Premium smartphone, with wi-fi, Bluetooth and 4G. 5 Current model: Apple iPhone 6 / 6S 6 Premium smartphone, with wi-fi, Bluetooth and 4G. Current model: Apple iPhone 5 SE 16GB Standard smartphone with wi-fi, Bluetooth and 4G. Current Model: Samsung A5 16GB or similar Standard smartphone with wi-fi, Bluetooth and 4G. Current Model: Samsung A5 16GB or similar Standard smartphone with wi-fi, Bluetooth and 4G. Current Model: Samsung A5 16GB or similarNotes 1. Mobile phones/devices will only be issued if there is a business need specific to 2. The Samsung A5 is a large screen device. Larger screen devices greater than 5.4 Page 23

ees based on their banding and/or specific business needs. Alternative or AdditionalSimilar premium level device, although manufacturer and operating system maydiffer, depending upon specific requirements and/or network coverage.Similar premium level device, although manufacturer and operating system maydiffer, depending upon specific requirements and/or network coverage.Similar premium level device, although manufacturer and operating system maydiffer, depending upon specific requirements and/or network coverage.Larger screen devices (greater than 5.4 inches) will only be issued where there isa specific business need. (Refer to Note 2)Larger screen devices (greater than 5.4 inches) will only be issued where there isa specific business need. (Refer to Note 2)Larger screen devices (greater than 5.4 inches) will only be issued where there isa specific business need. (Refer to Note 2)o the individual role.4 inches will only be issued if there is a specific business need.3 of 24

Appendix E – Out of Hours Emergency Process Monday – Frida Weekends & Bank H IS IT AN EME Yes  Email service not working or unavailable  Phone service not working or unavailable  Loss of network or internet connectivity  Critical business system unable to function  Multiple users or sites affected  Causes disruption to Servest’s business or brand CALL NOW 01284 71 72 77Notes 1. If the Out of Hours service is initiated for any incidents deemed not to be a ‘Bu Page 24

ay : 6pm to 8amHolidays : 24 HoursERGENCY …? No  Individual staff computer, laptop, PDA issues  Individual access to emails or internet  Password Resets  Printing Issues  Requests for Change (reports, data queries)  General advice or help CONTACT US DURING BUSINESS HOURS usiness Emergency’ then a £500 charge will be enforced. 4 of 24