Extranet Web Portal. Services of SSC domain. 1. Objectives Services SLA s 10. IT Corporate Service Catalog - Extranet Web Portal Page 1

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1 Page 1 Extranet Web Portal 1. Objectives 2 2. Services 3 3. SLA s 10 Services of SSC domain

2 Page 2 1. Objectives. Web Portal is a web based data platform linked with main Geodis IT systems (TMS, WMS, BI). It is a single access for a complete range of client services: business tools, dynamic communication contents. The main functionalities of Web Portal domain are: 1. Content & Documentation Management 2. Track & Trace, Shipments Tracking 3. POD s On Line 4. Integration tools 5. Dynamic KPI s, KPI s Management 6. User Management 7. Functionalities on demand, open box # Technologies. IBM Websphere Portal Server OS AIX DB2 9.5 Database. Authentication and Authorization Service For more information, you can contact Sébastien RENAULT

3 Page 3 2. Services. The main services provided by the extranet domain are listed below: EXTRANET - WEB PORTAL SERVICES Fig. 4 BUILD #1 STANDARD SERVICES #2 CUSTOMIZED SERVICES + Development of client portal based on available functions/components + Expertise on web content publishing + Content Management + Creation/Evolution of new functionalities/components + Expertise on third party projects RUN #3 OPERATION & MAINTENANCE + Exploitation, 1st level support + AMS, 2 nd level support

4 Page Development of client portal based on available services. Configuration and set up of the client portal.. Activation and configuration of the available functions / components.. Configuration of access rights associated with each function / component /content.. This standard service belongs to the BUILD Activities of the IT Corporate. Extranet Web Portal Services of SSC domain - Services of SSC domain - 1. Service is linked to an Extranet instance which is operated by IT Corporate / IT OPS 1. Support for requirements of internal client 2. Coordination with IT people responsible for the systems the extranet Portal can be connected to BI platform, Business systems (TMS, WMS ), etc. 3. Upgrade of the technical infrastructure and potential impacts on existing components (except reports created by the client) 4. Activity and KPI report 5. Data administration EXCLUDED 6. Maintenance of reports created by client EXCLUDED. SLA for standard build services (Delivery time, workload)

5 Page Expertise on web content publishing. Analysis of documents and information to be published regarding the best way to publish them on Extranet (content adaptation to Web, document management, data conversion).. Structuring of data to be published (documents tree ).. Consulting for data layout, and multimedia content management (text, picture, video, sound).. Consulting for organization, and definition of contents update process.. This standard service belongs to the BUILD Activities of the IT Corporate. 1. Service is linked to an Extranet instance which is operated by IT Corporate / IT OPS 2. Update process of the content must be shared and agreed by the client 3. Compatible document formats must be shared and agreed by the client 1. Analysis of the documents to be published 2. Adaptation of multimedia contents for the accessibility from Web portal 3. Training on tools used to prepare and adapt contents to web publishing 4. Training on Content Management System (CMS) OPTION OPTION. Quotation time. Time of content publishing

6 Page Administration of contents. On-demand help for special content management operations (client is in charge of the usual content management) such as:. Massive update of contents. Advanced layout (text/pictures composition). Specific contents: videos, flash module, picture alteration. This standard service belongs to the BUILD Activities of the IT Corporate. 1. Service is linked to an Extranet instance which is operated by IT Corporate / IT OPS 2. Update process of the content must be shared and agreed by the client 3. Compatible document formats must be shared and agreed by the client 1. Authorization setup 2. Content management (excluding OPTION content creation) 3. Consulting for content structure OPTION and publication 4. Coordination with end-client (except EXCLUDED regarding technical issues such as technical interfaces). SLA for standard build services (Delivery time and workload)

7 Page Creation/Evolution of new functions. Design and build of new functionality / component.. Design and build of new data connection. Data can be stored in or outside the Geodis IS.. Design and build of new interface with business applications and tools.. This Customized service belongs to the BUILD Activities of the IT Corporate. 1. Service is linked to an Extranet instance which is operated by IT Corporate / IT OPS 2. New functions/data link/system interface must be eventually reusable 1. Support the clients in the writing of requirements 2. Update of the navigation tree and/or of the layout templates 3. Interface to new data, applications 4. Integration of logos, references of internal client 5. Coordination with IT people responsible for accessible tools from standard Web Portal (BI, Business systems (TMS, WMS ) 6. User documentation 7. Internal clients training to Web portal use OPTION 8. Any build actions to be carried out on EXCLUDED systems or data belonging to the client or to any third party. Quotation time

8 Page Expertise on third party projects. Technical expertise regarding the design and build of new interfaces between business systems and the Web portal.. This Customized service belongs to the BUILD Activities of the IT Corporate. 1. Service is linked to an Extranet instance which is operated by IT Corporate / IT OPS 1. Support the clients in the writing of requirements 2. Review of design documents 3. Testing support 4. Any build actions to be carried out on EXCLUDED systems or data belonging to the client or to any third party. Quotation time

9 Page Operation and AMS. This service provides a complete management of the Extranet production platform. It includes two main streams of activities:. Operations: Technical roll out operations, technical infrastructure supervision and 1st level support. This part is carried out by IT OPS.. Application Management Services: Fixing of any issues discovered while running the application, 2nd and 3rd level support. Services of SSC domain - Business Extranet Web Intelligence Portal. This service belongs to the RUN Activities of the IT Corporate. 1. SLA has been agreed by the client 1. Operations, technical supervision, first level support 2. Application support, application supervision, 2d and 3rd level support 3. Upgrade of the technical infrastructure and potential impacts on existing components (except reports created by the client) 4. Activity and KPI report 5. Communication on events about the platform 6. User groups management 7. Creation of user account EXCLUDED. Standard SLA form Extranet Operation and AMS. Information about planned unavailability date and time of the platform. Regular reporting

10 Page SLA s. The current SLAs for the Business Intelligence domain are listed below: Max. time limit to Max. time limit to BUILD take the request deliver the solution Standard Services into account for testing Development of client portal based on available functions / components 2d 8d Expertise on web content publishing 2d 8d Content Management 2d 8d FOLLOW UP Maximal frequency Indicators and action plans communication Monthly BUILD Customized Services Max. time limit to communicate a planning for the Define phase Max. frequency for communication on project life GOVERNANCE Creation/ evolution of dashboards 8d 10d Creation/ evolution of Group DWH 8d 10d Expertise on third party projects 8d 10d Respect of the project management standards RUN APPLICATION MANAGEMENT SERVICES Maximum time limit for P1 fixing (1) OPERATION Gold Silver Bronze Extranet - Web Portal 4h 1d 2d IT OPS SLA Or other providers (Gold, Silver, Bronze)