DIGITAL MARKETPLACE (GCLOUD 8) OFFERING

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1 DIGITAL MARKETPLACE (GCLOUD 8) OFFERING Sopra Steria Platform on Command - Carrenza SopraSteria in the public sector Organisations across the public sector choose Sopra Steria to deliver transformation programmes that blend strategic, technical and commercial innovation, to solve their most complex and critical business challenges. Partnering to improve outcomes in a demanding world Delivering expertise and simplicity in a complex world Blending agility and dependability in a fast-changing world Collaborating with stakeholders in a networked world This PaaSsolution is one of a comprehensive range of services provided by Sopra Steria under the G-Cloud framework. G-Cloud Contact Details Please soprasteria-gcloud@soprasteria.com For further details Introduction Platform on Command is a SopraSteria cloud service that provides a flexible, scalable and cost efficient monitored and managed platform on which you can deploy bespoke and COTS applications. Disaster tolerant, and with flexible connectivity options including internet and PSN (Assured and Protect) access, the service can be used for both business critical and Citizen centric services. Sopra Steria, in partnership with Carrenza, can provide a range of Service Levels allowing Customers the ability to match their application / user needs to an appropriate level and cost. A PaaS offering providing a cost effective, available, flexible, reliable cloud service to host your own applications. Securely monitored and managed by Sopra Steria and providing Windows, RHEL and Open Source Linux O/S, four service level options and configurable storage and back-up, this service can be tailored to match your business needs. Platform on Command provides access to on demand infrastructure services, on a per virtual machine (VM) basis and over the Internet from wherever customers need access. Platform on Command provides a range of configurations to provide maximum flexibility to meet your needs. These range from Tiny and Small VM configurations through to high end high memory intensive large VM configurations. These are available for data classified as OFFICIAL / OFFICIAL SENSITIVE. Bespoke sized VMs can also be provided if a specialist configuration is required. Sopra Steria will use this flexibility together with configuration options for autoscaling, connectivity, disaster recovery and storage, to design and implement the right environment to meet specific customer needs whether it is for an isolated piece of testing or a large scale business critical production system. Platform on Command operates as a commodity service that can be tailored to service needs. The service has multiple layers of operational and physical security to ensure the integrity and safety of customer data. Customers can buy Platform on Command to host their own applications or can take advantage of the other available Sopra Steria Cloud offerings. Customers can request the operating system and application stack of their choice and can ask Sopra Steria to perform some or all of those activities for them through this Platform on Command service. In addition to the provision of a monthly purchased Platform on Command Sopra Steria also offers a managed Development and Test environments service that is charged by the hour.

2 Benefits of Platform on Command The key benefits of Platform on Commandare summarised in the table below: Benefit Managed Flexibility Responsive Value for Money Low Risk Reliable Security Disaster Tolerant Green Agile Extendable Service Flexibility Outcome Customers can flex the number of Virtual Machines up or down as their needs change and leave Sopra Steria to manage the environment. Pricing is based on the number of VMs deployed - customers only pay for what they actually use Rapid provisioning gives responsiveness to customer needs as they arise no longer do users have to wait weeks for a new server environment No capital expenditure is required as the platform is provided on a pay as you go basis. Customers know the price impact for increasing or decreasing the number of virtual machines. Virtual machines are managed, patched and monitored to the base Operating System level Tried and trusted infrastructure components from an experienced services provider Industry standard virtualisation components are used to ensure that Platform on Commandis always available when needed CESG Pan Government Accreditation of the underpinning infrastructure for data classified as OFFICIAL and OFFICIAL- SENSITIVE. Underpinning platform hosted in two tier 3 secure data centres securely connected by high bandwidth, low latency dedicated connectivity enabling synchronous replication The POC service is based in Sovereign data centres which offer market leading efficiency around power and cooling Flexible hourly Development and Test environment provisioning to meet Agile development requirements Supports add-ons for applications, for example Pegasystems and Alfresco, available as Sopra Steria Lot 4 services. This service can be extended using Sopra Steria slot 4 Specialist Cloud Services to provide Development and Test environments for leading applications from providers such as Pegasystemsand Alfresco. This enables the flexible provisioning of environments to meet the iterative approach used in Agile development projects that support rapid solution development in the digital age. Service Definition Platform on Commandis a simple to use service that provides flexible configurations which can be assembled to meet the various different scenarios that a customer may require. Sopra Steria offers services with the following configuration options: VM Type Predefined VMs in Test & Development and Production for data classified as OFFICIAL Additionally, bespoke sized VMs can be provisioned to meet specific compute and memory resources required to support the solution being hosted. All VMs come with 60GB of storage by default included in the price, additional storage can simply be added as required and is bought on a per GB per month basis. Please see the Pricing Guide for a detailed pricing breakdown. Technical Features Platform on Commandprovides customers with VMs monitored and managed up to the base O/S layer. The key features of Platform on Command include: 24 x 7 monitoring to the O/S can be extended to monitor the application layer if required 99.5% availability Support Service Hours 8am to 6pm Monday to Friday excluding English Public Holidays with options to extend to a 24 x 7 service for Severity 1 incidents A Service Desk available during Support Service Hours to take calls from your First Line Desk Connect via VPN, PSN Assured and PSN Protect A cloud platform that provides high availability to support critical UK public sector applications Storage Options 2GHz vcpu RAM Storage Tiny 1 vcpu 2GB 60GB Small 2 vcpu 4GB 60GB Medium 4 vcpu 8GB 60GB Medium High Memory 4 vcpu 16GB 60GB Large 8 vcpu 16GB 60GB Large High Memory Large Database Server Transaction Server High Transaction Server 8 vcpu 32GB 60GB 16 vcpu 32GB 60GB 16 vcpu 64GB 60GB 32 vcpu 128GB 60GB Storage will be provisioned to store data as defined by the client s backup policy. Backup data storage is charged on a per GB basis. Data is stored on site but off SAN, with the option of offsite storage. All storage is persistent. 2

3 3 Service Management The hosted environment is monitored on a 24x7 basis Incident, problem and change management for the platform up to the O/S is included Incidents will be notified to the customers Service Desk via automated A named service manager will be provided Service Reporting The monthly summary service report will include: Incident reports Availability reports Capacity utilisation Enhanced service reporting can be provided if required. Software The VMs provided do not include third party applications such as Java or Adobe for example. Sopra Steria can manage, license and install these if required under our Lot 4 consultancy service Anti-virus is not included. Sopra Steria can provide an antivirus solution if required or you can utilise your existing solution and licencing arrangements In line with Microsoft Terms and Conditions, licenses for Microsoft Windows operating systems must be provided by Carrenza. Other Microsoft licenses (e.g. applications such as Exchange, SQL, etc) available on existing customer agreements have the potential to be used under Microsoft s License Mobility. Sopra Steria reserve the right to change SPLA pricing in line with Microsoft. Backup & Restore Backup services utilise industry leading technologies for both agentless snapshot and agent based offering. Storage will be provisioned to store data as defined by your policy. Backup data storage is charged on a per GB basis. Data is stored on site but off SAN, with the option of offsite storage. File and server level restores are provided. Customers are limited to 4 restores per server per year. Additional restores available on a per incident basis. Disaster Recovery Standard, localised component failures are tolerated within the infrastructure by eliminating all single points of failure (including physical server failure or disk failure). High availability and fault tolerance can be provided at the Virtual Machine level (e.g. load balancing across multiple virtual machines). In this way, service will be automatically restored in most situations. Services can be mirrored across multiple infrastructure nodes in the UK (London and Slough) as well as Amsterdam, Netherlands. Multiple nodes can be used to support recovery objectives as well as the business continuity requirements. The following services are available: Server level restore -The complete server images for a solution will be restored to the state of the last successful backup in an alternative cloud node Active slaves -Permanent committed resources will be made available to support multi-site slave configurations at the platform or application layer Multi-site networks -Networking available in multiple cloud nodes to support DR and BC requirements. Additional Service Options The configurations within the core Platform on Command service have been designed as the fundamental building blocks to allow customers to define the infrastructure platform that they need. However, we recognise that customers may have specific needs beyond the core building blocks and so we have a number of additional service options to meet these needs. Sopra Steria has a range of service capabilities that allow additional options to be incorporated to enhance the core offering, as shown below: Monitoring Applications, databases and the end user experience Application and database installation and configuration Application and database support Creation of OS Gold Images as templates to replicate Partner Management, Service Management and Reporting Governance Open Source Operating System Installation Data Migration Security Services A description of the most popular options is given below, please contact us if you wish to discuss adding these or other service options to your Platform on Command services. Open Source Operating Systems Installation The following Operating Systems can be installed and supported as our standard offering: Microsoft Server Operating Systems Red Hat Linux Sopra Steria can also offer other operating system installations, including open source, if required. Data Migration Support with secure data migration to and from Platform on Command using government approved products and methods.

4 4 Security Services To further enhance the security of the standard service offering, Sopra Steria can apply additional security services including the following: Penetration and Vulnerability Protection The core Platform on Commandservice includes a defined level of security protection. If additional security is required, Sopra Steria can provide the following penetration and vulnerability services: Border firewall management Internal firewall management Intrusion prevention software can be installed if required Load Balancing Load balancing between VMs can be provided if required. Development and Test Environment Management In addition to the provision of a monthly purchased production Platform on CommandSopra Steria also offers Development and Test environments charged by the hour for when the environment (VM) is running. When the VM is stopped data retention / storage charges are incurred. When the VM is deleted no charges are incurred. This is a managed service which, following on-boarding, will enable the rapid provisioning of environments (typically within a day) that will support the continually changing requirements in this digital age. With the ability to stand up more or less environments, Agile development projects can rapidly react to the changing calls on environment provisioning during the lifecycle of projects. The servers offered are the same specification as our monthly service and included provision of: Managing online hours on an individual environment basis Snapshots available on request Production of capacity reports Initial network configuration (One change to configuration included) Initial load balancing (One change included) Upgrading or down grading an environment to a different standard provision Nightly back-ups and restore from backup are included Provision of installed antivirus software The management of this service is supported during normal working hours (9 to 5) Monday to Friday excluding English public holidays. Additional support and extended support hours can be provided if required, and will be charged at our standard rates. Sopra Steria are able to offer enhanced environments for Development and Testing of specific products such as: SharePoint Java Microsoft Mobile applications These will be discussed on an individual basis and will incur additional costs at our standard SFIA rates. Development and Test costs for both Windows and RHEL services are detailed in the Pricing Guide. Note: There is a minimum commitment of online hours for each environment (server) of 50 hours per month for a minimum of three months. Further Important Information Licensing The standard terms and conditions from Microsoft state that if you want to run a Windows Server operating system in the cloud, you must license it via the Government Service Provider Licence Agreement (G-SPLA). Microsoft Developer Network (MSDN) and Windows desktop operating system licences are generally not permitted by Microsoft s terms and conditions. If you're licensing Microsoft Windows Server OS, Microsoft SQL Server or Red Hat Enterprise Linux, licensing charges apply. Licensing for all other software is the responsibility of the Customer Minimum commitment and notice period Production environments -Minimum usage will be two months with a minimum one month notice to terminate the service Development and Test environments Minimum usage will be 50 hours per month per environment (VM) for a minimum of three months with a minimum one month notice to terminate the service Monitoring The availability of the compute platform and each VM will be monitored to ensure the Service Level Agreements are met Standard availability monitoring to the base O/S will be provided Enhanced monitoring and management services to provide metrics on application availability and business processes can be added as an additional service if required Additional features Flexible connectivity options enables our Platform on Command solution to be accessible to virtually any community of government users and systems RHEL or Windows options can be chosen All servers include 60GB standard storage VMs and storage (including backups) are persistent they are not deleted when the VM is stopped Data transfer between VMs within a customer s environment is free whilst within the same data centre. When transferring data between data centres (for example for back up), charges will be incurred VMware vsphereis used as the hypervisor for this PaaS service.

5 5 Functional Description Platform on Commandhas been developed to provide a cloud service based on a set of core functional components. These are summarised below: Flexible Infrastructure Services An infrastructure service that meets customers current and future needs Current economic conditions require customers to provision new services within their organisations and government departments with the minimal financial expenditure. In addition, services must allow for flexible growth, again without significant capital expenditure. Platform on Commandallows customers to use as little as one VM and to only be charged for what they use. Customers can flex on demand with minimal forecast planning. This flexibility is also reflected in a utility based monthly charging model. Provisioning Service Customer driven provisioning The Sopra Steria Platform on Commandoffers the customer the opportunity to specify the configuration options for the standard service and whether they require Additional Service Options or enhanced Service Management including: VM sizes (e.g. Tiny, Small, Medium and Large) Production or Test and Development Number of Virtual Machines (VMs) of each size Storage Options Backup Options Operating System Options Network / Connectivity Options Image Management Options Application monitoring and management options Provisioning Method Reporting Options VPN Options Duration Off-boarding options By selecting from a menu of configuration options, the service can be defined rapidly. Sopra Steria recognise that not all customers requirements can be met by selecting options through an automated provisioning service. If a customer requires a tailored configuration, Sopra Steria will design one to meet the customer s precise needs. Secure Infrastructure Information Assurance The Platform on Commandservice is suitable for OFFICIAL (including OFFICIAL SENSITIVE) data. Sopra Steria can also provide the Platform on Command service as a bespoke Private Cloud. can be provided by a dedicated customer VPN connection. This can be specified as a configuration option as part of the Provisioning Service described above. The VPN option enhances security by making sure that all traffic is encrypted between the customer and the Platform on Commandenvironment. UK delivered services. Sopra Steria understand Government (Central and Local) concerns regarding the processing of data. To minimise security exposure when consuming cloud services the Sopra Steria Platform on Commandservice in partnership with Carrenzais delivered from locations and data centres within the UK. Green IT The Sopra Steria Platform on Command service is underpinned by Carrenzawhich supports the governments Greening ICT Strategies. The Equinixdata centre where Carrenzahost their most recently provisioned node won the Green Data Centre award from DatacenterDynamics, and this innovative use of sustainable and renewable energy technology was a key factor in us selecting the facility for our operations. Information Assurance Security Components This Platform on Commandservice is provided to hold data classified as OFFICIAL and OFFICIAL-SENSITIVE. Every virtual server has access to network services delivered from the Carrenzacore security platform. Designed natively for high-availability our networking Service can provide for the full range, from Firewalling and load balancing through to VPN termination, dynamic routing and SSL aggregation. CESG Listed Advisor Scheme (CLAS) Accreditation Sopra Steria recognises the importance of security and has a well-established team of delivery CLAS consultants. Through all phases of design and implementation the CLAS consultants advise and check to make sure the solutions that Sopra Steria deliver are capable of meeting CESG accreditation Sopra Steria CLAS consultants are available to provide support and advice to our customers and can be engaged through the Specialist Lot 4 Cloud Services on the G-Cloud catalogue. Employee Clearance Levels All Sopra Steria employees are suitably cleared in accordance with CESG guidelines for the relevant Information Classification. Service isolation of customer services Sopra Steria can provide secure isolation within the VMs provided. This is provided utilising networking (Firewalling) and virtualisation technology best practice. Access to the service

6 Service Management Sopra Steria s approach to Service Management is based on more than 40 years proven experience of delivery for both Public and Private sector clients, each of which has their own unique strategic business drivers and operational service needs. Sopra Steria has developed a Service Management model for Platform on Commandthat is based on our experience in successfully delivering similar services to the public and private sector over many years. The Sopra Steria support services provided to customers as part of the standard Platform on Commandservice include the following: A single point of contact for all incidents through the Sopra Steria Service Desk Service Desk available from 08:00hrs to 18:00hrs (UK time) Monday to Friday, excluding English public holidays. Extended Service Desk support hours are available as an additional service management option 24 x 7 monitoring to the base Operating System ITIL v3 Service Management Service governance to ensure that the overall service is meeting all service requirements and provides basic Service Reporting Contract assurance to ensure that delivery and financial management are aligned to contractual terms Delivery of incident management service to standard SLAs * Availability is based on an average 730 hrs per month. The availability calculation excludes planned and Emergency Maintenance. Unavailability applies to existing VMs where the VM becomes unresponsive due to a fault recognised at the hypervisor layer or lower, for example: Fault is not caused by the customer (Applications, user networks) Fault is within Sopra Steria controlled components such as the virtual infrastructure, storage, power and physical firewalls and routers etc External connectivity providers (e.g. internet, PSN), and components co-located at Carrenzaare also not included in the availability calculation Service Reporting Customers are provided with a standard set of service reports with the option to add, at additional cost, enhanced reporting should it be required. The standard monthly service report includes reporting on the following: Incident reports Availability reports Capacity utilisation reports 6 Service Monitoring As part of the standard Platform on Command service, customers will be provided with a reactive availability monitoring service. Sopra Steria will fix any infrastructure and base Operating System related availability issues that are raised by the customer within the supported hours. Service Levels Sopra Steria offers an Availability SLA and Response Time SLA for the Platform on CommandService as shown in the following table: Service Monthly Availability excluding maintenance Incident Response Incident Update Communication Incident review Target Response 99.5% P1 within 30 minutes P2 within 4 hours P3 within 24 hours P4 within 72 hours P1 hourly P2 every 2 hours P3 every 24 hours P4 every 24 hours Auto response with access to online portal P1Bespoke Service Manager / support advisor P1 Major Incident review

7 7 Maintenance Sometimes it is necessary to undertake maintenance, when that happens it is the job of the support team to help the customer to minimise the impact of any maintenance activity on the delivery of services to end consumers. Maintenance includes all regularly scheduled error corrections, third party software updates and upgrades to the Carrenza hardware. Some maintenance can be conducted without risk to customer services; Carrenzawill undertake this background maintenance at its discretion from time to time. Occasionally we will need to suspend the service for a planned outage where maintenance cannot be conducted by any other means. Planned outages will be performed between the hours of 12am and 8am and we will provide the customer with 7 days notice of any planned outage. In extreme circumstances Sopra Steria may need to interrupt the Services to perform emergency maintenance, this will only happen where it is unavoidable to ensure the on-going delivery of service or where there is a risk to client data or system integrity. Support Hours Sopra Steria will provide a service desk and contact details to respond to issues raised by the Customer. Faults with the Production Service can be reported during the standard Support Hours of 08:00 to 18:00 Monday to Friday excluding English Public Holidays Sopra Steria will monitor the platform 24 x 7. Any incidents affecting availability to the base O/S will be handled 24 x 7 by Sopra Steria s Remote Operations Centre. Faults with the Development and Test service can be reported during the standard Development and Test Support Hours of 09:00 to 17:00 Monday to Friday excluding English Public Holidays Extended Support Services The Platform on Commandservice comes with standard service management as outlined above. However, we recognise that some customers may wish to have enhanced service management in certain areas including Enhanced Service Desk and/or SLAs Proactive Management Additional service reporting Enhanced Service Desk and/or SLAs Sopra Steria can offer additional support services from our ITIL v3 Service Desk. This can include extended service hours, enhanced SLAs and a range of other support options to augment the service management provided as standard for the Platform on Command service. Pro-active Management, Monitoring and Compliance The standard Platform on Command service includes: Platform and O/S availability monitoring and management. SLAs are integrated to the Service Desk tool, enabling incidents to be closely managed and early warning of an SLA nearing breach Incident, Major Incident and Problem Management to base O/S Patch Management services for the VMs In addition, the following reporting options are also available: KPI Metric Management Details to the customer the following highlight management information Usage reports Service Level Reports Over-provision reports Monthly charges Security Event and Incident Event reports Additional Platform on Command options include: Monitoring and management of the application layer, including database administration Application development, enhancement and testing Availability monitoring at the application service layer Asset Management services Access Management services Partners Sopra Steria have partnered with Carrenzato provide the compute layer to our Platform on Command service offering. Customer Responsibilities The control and management of access and responsibilities for end users including appropriate connectivity, security and accreditation if required. Where access is required over Government Secure Networks such as PSN, the customer is responsible for adhering to the Code of Connection and assigning appropriate IP addresses from their own allocation to their services hosted on Sopra Steria Platform on Command.. The customer is also responsible for ensuring only appropriate data (OFFICIAL / OFFICIAL-SENSITIVE) is stored and processed by applications on this environment. Details of Customer responsibilities can be found in the Service Specific terms and conditions document.

8 8 On-Boarding / Off-Boarding Processes On-Boarding Processes Sopra Steria operate a standard, repeatable on-boarding process for our Cloud offerings to minimise the time taken from a customer forming a requirement to being able to use the service. The Sopra Steria on-boarding process will commence upon receipt of a valid order from the customer. For most Platform on Commandofferings, this will simply be an order form requesting one or more of the standard VM (Tiny, Small, Medium or Large) configurations, as part of the order, the customer will complete a questionnaire specifying their configuration options as outlined above. Once received, Sopra Steria will confirm that there are no issues with the order and assuming there are none, will commence Build and Deployment as outlined below. If none of the standard configuration options are suitable, a customer will require a tailored configuration. On receipt of an enquiry, one of the Sopra Steria Platform on Commandteam will contact the customer to discuss their specific needs. Sopra Steria will document what the customer needs and propose a configuration to deliver this. Once this is agreed, a price will be provided to allow the customer to raise a formal order. Once received, Sopra Steria will commence Deployment as outlined below. Provisioning The simple process for provisioning Platform on Commandcan be summarised as below: Ordering and processing phase Deployment phase The typical lead times for new and existing customers, taking a standard service, can be seen in the table below: Activity New Customer Existing Customer Ordering and processing 2 days 1 day Deployment Will depend on size and complexity typically between 3 and 10 days for up to 20 servers of standard configuration and low complexity. On receipt of a valid order, Sopra Steria will advise of the lead times that can be expected for the order. The lead times above are indicative and may vary for a number of factors including the completeness of the order questionnaire and the complexity of configuration requested. Training As part of the on-boarding process Sopra Steria will provide information covering How to request new services, get reporting and find out about billing How to access, install applications, etc. for users who will manage their applications themselves If a customer requires additional training for their users, this can be provided through Sopra Steria sspecialist Cloud Services as outlined below. Off-Boarding Process Off-boarding from Platform on Commandis equally straightforward. On expiry of the agreement or notice of a customer stopping using the service, the service will be withdrawn. Depending on the off-boarding options selected, some or all of the following off-boarding services may apply: Activity Exit Checklist Data Decommission Service Process Data Deletion Billing Finalisation If the customer anticipates re-use of any of the services that they have used on Platform on Command, a number of Off- Boarding scenarios can be requested as additional service options including: Mothballing persistent data Description The activities on the exit checklist will be completed. This checklist options will be confirmed during onboarding which will ensure that the exit process is not ambiguous. Unless requested otherwise as an additional service, the customer is responsible for securely removing any data. When the customer terminates their agreement with Sopra Steria, we will ensure all of the customer s data is deleted. Once the customer has off-boarded from the service, Sopra Steria will raise the final billing to cover any outstanding monthly, exit and consumption charges. Mothballing VMs Snapshot, CMDB status Service Migration If required, Sopra Steria can provide enhanced Service Migration Services for more complex On-boarding and Offboarding scenarios including any specific requirements arising from the transfer to or from another supplier.

9 9 Specialist Cloud Services Sopra Steria offers a range of Specialist Cloud Services to support Cloud implementations. These can be used either alongside this service or for other activities and are detailed in Lot 4 of the G-Cloud framework. Our Specialist Cloud Services offerings can be combined to offer a number of services that support Platform on Command including the following examples: Integration Services Services to integrate Platform on Commandwith other services, including integrating with other cloud offerings and with internal enterprise private cloud solutions to form Hybrid cloud services. Supplier Management and Service Aggregation If required, Sopra Steria can manage your applications and other cloud services for you. This could include the following elements: Provision and management of Drupal, MySQL, WordPress. Apache, PHP and similar open source platforms Selecting, procuring and managing services from other 3rd parties to be used in conjunction with Platform on Command Integration and aggregation services to provide data and application integration between differing cloud environments Technical Delivery by the provision of experienced Sopra Steria technical teams to support the implementation of applications such as the Pega 7 Dynamic Case Management platform Testing Services Sopra Steria offers comprehensive testing management services that can be used to support your Platform on Command services. Security Services Sopra Steria is able to offer a number of security services that can ensure solution conformance to government policies. Sopra Steria Security consultancy services cover Penetration Testing, Information Assurance, CLAS Services, PSN Compliance and ISO27001 Assessment. Project / Programme Management To support customers with complex web projects, Sopra Steria is able to provide Project and Programme Management to help ensure that customer solutions are delivered on time and to budget. If you are interested in finding out more about these or any of Sopra Steria s other Specialist Cloud Services, please contact us at soprasteria-gcloud@soprasteria.com Pricing Full details can be found in our pricing guide. Transition Services If required, Sopra Steria can provide enhanced Transition Services for more complex On-boarding and Off-boarding scenarios including any specific requirements arising from the transfer to or from another supplier. Sopra Steria will be pleased to discuss your particular requirements and to provide a solution to meet them. Service Desk Facilities Sopra Steria s Service Desk can provide additional helpdesk services including a full range of ITIL v3 services. Training Services Appropriate training is a critical element of any ICT enabled business change. Sopra Steria Learning Services, our dedicated training organisation has the experience, resources, processes, infrastructure and track record to ensure we successfully deliver all training requirements requested from our clients. This can include providing standard training courses, developing bespoke training courses and management and administration of the training function and processes.

10 Further Information If you are interested in this Sopra Steria Cloud Services Offering and wish to order, or to discuss your requirements further, please contact us at Please see our Service Summary for further information about Platform on Command. Please also see the Service Terms for commercial information in support of this offer including service levels and our terms and conditions of service. Glossary Term CESG CIA CLAS CMDB COTS IaaS IL ISO ITIL NIST PaaS PEN Test PoC PSN SaaS SLA TOM VM VPDC Description Communications Electronic Security Group Confidentiality, Integrity, Availability CESG Listed Advisor Scheme Configuration Management Database Commercial Off the Shelf Infrastructure as a Service Impact Level International Organisation for Standardisation Information Technology Infrastructure Library National Institute of Standards and Technology Platform as a Service Penetration Test Platform on Command Public Services Network Software as a Service Service Level Agreement Target Operating Model Virtual Machine Virtual Private Data Centre About Sopra Steria Sopra Steria, European leader in digital transformation, provides one of the most comprehensive portfolios of end to end service offerings in the market: Consulting, Systems Integration, Software Development and Business Process Services. Sopra Steria is trusted by leading private and public organisations to deliver successful transformation programmes that address their most complex and critical business challenges. Combining high quality and performance services, added-value and innovation, Sopra Steria enables its clients to make the best use of information technology. + 38,000 Employees + 20 countries + 45 years experience Sopra Steria Three Cherry Trees Lane, Hemel Hempstead, HP2 7AH +44 (0) info.uk@soprasteria.com