FDS Service Catalogue

Transcription

1 FDS Service Catalogue Document Number: Version Version Date Revised By Description Filename Adrie Kreder Final release Service Catalogue FDS-DXC 1.0.docx FDS Netherlands FDS-DXC Restricted Page 1 of 11

2 1.0 Introduction FDS History Purpose FDS Service Model Hardware Support Break-fix IMACD Asset Management Datacenter Management Patching and firmware Logistics Warehousing Software Support Staging and Deployment Packaging and scripting End-user support Infrastructure support Datacenter services Service Desk EU Languages Customer Contact Service Desk Interim Staffing...11 FDS Netherlands FDS-DXC Restricted Page 2 of 11

3 1.0 Introduction This document describes the services which FDS () Netherlands can provide for DXC and DXC customers (hereafter referred to as DXC) FDS History In 2004 HPE finished the acquisition of Synstar, a service company with over 40 years of experience in the delivering of multi-vendor services across Europe. The name Synstar changed to Customer Delivery Services (CDS). In 2008 another HPE subsidiary called IMD (Integrated Maintenance and Distribution ) was integrated with CDS. After the split of HPE in HP-TS (Technical Services) and HP-ES (Enterprise Services) in 2016 the former service provider CDS (Customer Delivery Services) was divided into CDS and FDS (). The CDS part remained connected to HP-TS while the FDS part was connected to HP-ES. On April 1 th 2017 HP-ES merged with CSC (Computer Sciences Corporation) to form the new company, DXC Technology. With this merger FDS became a full subsidiary of DXC Technology (DXC). Due to the past history, FDS has a long tradition of delivering highly customized services and we pride ourselves on our commitment to customer satisfaction. The broad range of skills in combination with flexible service solutions provides covering to individual customer needs. FDS employs people in 10 European countries. The Dutch subsidiary employs 250 employees of which 220 Engineers. The FDS Netherlands service activities focus on the Netherlands, but as a member of FDS EMEA we can offer EMEA coverage for all our services. FDS can deliver her services in different operational models and can offer a diversity of financial models for billing our activities. The strengths on which we build our services: - Committed to provide a high level of Customer Satisfaction, - Expertise through People, - Cost competiveness, - Customer focus. 1.2 Purpose The purpose of this Service Catalogue is to define and document the FDS Netherlands service capabilities towards DXC in relation to the service contract between DXC and their customer. The Service Catalogue provides general information about the services which can be obtained from FDS. FDS Netherlands FDS-DXC Restricted Page 3 of 11

4 2.0 FDS Service Model The FDS capabilities can be displayed in the Steering-Wheel model that displays all FDS service activities. If so required, service delivery can be provided on the basis of 24/7 x 365. FDS services can be delivered in several operational models, for example, reactive, pro-active and managed services. We have a strong partner network on which we can rely for additional services that are not delivered by FDS. This provides us with the strength to adapt our services to the expectation and contractual obligations of DXC. FDS Netherlands FDS-DXC Restricted Page 4 of 11

5 3.0 Hardware Support FDS provides on-site services at the customer location. Resident site Engineers can perform a variety of service requirements as requested by the customer. If applicable, FDS can provide remote support to monitor system performance and troubleshoot reported problems. On-site technical assistance is available if a reported problem can t be resolved remote. FDS provides on-site technical assistance and troubleshooting when problems cannot be resolved using diagnostic tools or through remote support. 3.1 Break-fix FDS provides hardware break-fix services, regardless of vendor, type or required service level. Break-fix services are available for hardware with a contractual coverage (warranty, care pack etc.) as well as on a trade basis (time/material). End Of (service) Life (EOL) products are included in the break-fix service scope - (Onsite) Repair or maintenance. - Analyzing hardware failure problems. - Parts ordering (including stock and asset management). - Planning and dispatching of engineers. - Unit swap. - (Re)-Installing operating system or system image. - Contacting and controlling third party vendors. - Warranty or contract claims. - Case management. - End-user confirmation. 3.2 IMACD FDS provides Install, Move, Add, Change (IMAC) and disposal (D) services for equipment and software. IMACD Services are performed in line with customer procedures and policies. FDS delivers in accordance with the Installation & Change Management processes and services. In case of refresh services, FDS can provide a refresh program based on an average number of refreshes to be performed throughout the equipment contract period. Refresh services can also be performed on a project basis. - Check installation location environment to verify that it is suitable to accommodate the equipment that will be installed. - Installation coordination with the end-user and provide updates on status and expected completion. - Install and configure Operating System (OS) and application software. - Execute functionality testing by use of pre-defined checklists. - Provide basic system operation training to the end-user. - Provide data backup and restore service in case of system replacement. - Perform equipment logistics including stock, asset and disposal management. - Update the customer service logging system. FDS Netherlands FDS-DXC Restricted Page 5 of 11

6 3.3 Asset Management FDS provides asset management services as requested by DXC. These activities can be performed onsite as well as remote. Asset Management can be part of another service delivered by FDS, for example, Infrastructure Support. Asset management service can also be obtained as an individual service. - Onsite inventory control at customer site. - Remote inventory control with customer supplied asset management software. - Tagging physical equipment. - Asset Management. - Asset Management reporting. - Reporting of Asset Management incidents like stolen, lost or misplaced equipment. 3.7 Datacenter Management FDS provides Datacenter Management services, both on location and remote. For remote Datacenter Management we employ our Infrastructure Support services which are described in chapter 4.0; Software Support, - IMACD on Datacenter equipment. - Rack and stack activities. - Hands-and-eyes activities. - Back-up and Restore Management. - Logistic activities. - Escorting of third party engineers. - Administration duties. 3.6 Patching and firmware FDS provides patch and firmware services for all types of equipment, hardware as well as software. The service includes the installation of patches, firmware and system updates. The services can be performed onsite at the customer s location or remote from our remote service center. The service is available for DXC and non-dxc hard- and software. In case of non-dxc equipment, FDS relies on DXC for obtaining the necessary multivendor patches, firmware and, updates as well the required licensing if applicable. This service is usually part of the Change Management processes controlled by DXC. - Recover update- and patch levels of equipment. - Advise on update- and patch levels. - Obtaining and installing patches, firmware and updates. - Implementing roll back scenarios. - Maintaining database with update- and patch levels. FDS Netherlands FDS-DXC Restricted Page 6 of 11

7 3.7 Logistics The FDS logistic service provides control and management of stock transportation within a location or between locations. This service may include the management of defective stock transportation to the original manufacturer or third party for warranty or out of warranty repair. If so required FDS can handle and control the warranty process, including the necessary asset registration in case to equipment replacement. 3.8 Warehousing The FDS Warehousing service provides stock management at the customer location. Stock management may include control of in- and outgoing stock, shipment management stock level control and asset control.. FDS Netherlands FDS-DXC Restricted Page 7 of 11

8 4.0 Software Support FDS provides a variety of Software Support services ranging from a regular installation to Managed Support of an Enterprise environment. FDS can provide software support to DXC locations, regardless size or type of infrastructure. If so required, FDS shall introduce a preventive maintenance program to limit the risk of system failures. Real time measurements and data analysis are standard actions to ensure a reliable and stable IT environment. 4.1 Staging and Deployment FDS provides Staging and Deployment services for a client-server environment. This service is available for all DXC locations. Staged equipment can be delivered at any location at any time of the day. - Logistic and warehousing activities. - Implement Operation System image. - Installing equipment. - Image lifecycle management. - Workplace management. - Asset Management. 4.2 Packaging and scripting FDS provides Packaging and scripting services to deploy software to client environments. FDS uses industry standard packaging and scripting tools. If requested, FDS can deliver the infrastructure required to deploy software, including a software library and licensing structure. - Pre-packaging interview procedure. - Writing installation instructions. - Software packaging and testing. - Software deployment (automated). - Scripting for deployment use. - Maintaining software and licensing library. - Install, deliver and maintain deployment infrastructure. 4.3 End-user support FDS provides End-user support as a core business. If required, FDS works collaboratively with other IT support specialists and third party vendors. FDS ultimate aim is to minimize downtime for end-users and enable them to keep working on their core business. We have a set of End- End-user support services that are implemented as per customer needs. - Service Desk support (1 st, 2 nd and 3 rd line). - Installation of all types of ICT equipment. - Repair and maintenance activities. - Providing advice on use of ICT equipment. - Management of third party services. - Case Management and dispatching. - Walk-in Service Desk for direct end-user contact. - VIP and Executive support (dedicated support staff). FDS Netherlands FDS-DXC Restricted Page 8 of 11

9 4.4 Infrastructure support FDS provides resources for support of infrastructural challenges. Our services range from out tasking to complete outsourcing and from basic monitoring to infrastructural management. FDS uses industry standard tools and service management processes. If requested, FDS can customize tooling and service management processes to meet the customer needs. Following we have listed an overview of our Infrastructure support services. Scheduled Monitoring services. With this service FDS provides full monitoring of the IT environment. This service includes infrastructure tests following a pre-defined test schedule.. Dedicated Monitoring services. This services is an enhanced version of the Scheduled Monitoring services. Monitoring and testing of the IT environment are based on a pre-defined service window. The service window can be defined up to 24x7x365.. Backup services. FDS provides the implementation and management of the customer backup schedule and environment. Disaster Recovery services. To minimize business impact for the customer FDS provides Disaster Recovery services. In case of a disaster, FDS shall restore the ICT facilities the customer relies on to continue their core business. Networking services. FDS provides proactively monitoring of the network environment of the customer. Gathered information will be analysed. Results are discussed with the customer and corrective actions are defined if required. Virtual Environment Management services. With the Virtual Environment Management services FDS provides the customer with proactive support on their virtual IT infrastructure. Operation System Management services. With this service FDS provides full Operating System management in order to maximize performance of the customer s infrastructure. User Management services. FDS provides user security management activities. User names and passwords are maintained along with the assignment of rights to data and network resources such as files, databases, printers and Internet Technical Application Management services. FDS provides management of applications or specific services within the customer ICT environment. This service is available if Operating System Management is performed by FDS. Capacity Management services. The objective of Capacity Management is to ensure that, at all times, sufficient capacity is available to meet the agreed current and future service level objectives. With this service FDS will advise the customer about capacity issues such as actual personnel utilisation, trends, capacity needs, etc. FDS Netherlands FDS-DXC Restricted Page 9 of 11

10 5.0 Datacenter services Besides IMACD services, FDS additionally provides relocation Datacenter services. This service provides a complete reallocation of an existing Datacenter to a new Datacenter location. FDS handles the whole project, including planning, disassembling of equipment, movement of equipment to the new location and installation of equipment within the new location. If required, FDS shall develop a floorplan in which the location of all equipment is specified. The restart of the new Datacenter location is performed in close consultation with the customer. A Datacenter reallocation is defined as a project. 6.0 Service Desk The FDS Service Desk is located within the customers premises. The Service Desk provides an easy access to end-users to report IT problems and obtain a solution. The Service Desk shall assist the end-user to have a suitable answer to their problem as soon as possible. The Service Desk shall guide the end-user to the next support level if so required. It is the primary responsibility of the Services Desk to resolve service issues that relate to all customer approved hard- and software. In case of issues on hard- or software which are contracted by a third party, FDS can act as liaison between the customer and the third party. Service Desk services are available up to a 24x7 service window. 6.1 EU Languages FDS is a European based organization which allows us to provide DXC, DXC-partners and DXC customers with a Service Desk Service in their native language site or in English. 6.2 Customer Contact The Customer Contact (CC) acts as a Single Point of Contact (SPOC) towards the customer. Our CC receives requests from DXC by telephone, , chat or service management tooling. Based on the request the CC will take all necessary actions to secure the services as described in the contract. The CC shall monitor and manage the case End-2-End and keep the customer informed. Activities performed by the Customer Agent are: - Qualifying and analyzing of IT issues. - First line resolving, second line dispatching. - Dispatching and planning of engineers. - Access management for customer (dispatch) locations. - End-2-End case management and reporting. - Resource Management, including project resourcing. - Project planning. FDS Netherlands FDS-DXC Restricted Page 10 of 11

11 6.3 Service Desk The FDS Service Desk provides an easy access to end-users to report IT problems and obtain a solution. The Service Desk shall assist the end-user to have a suitable answer to their problem as soon as possible. The Service Desk shall guide the end-user to the next support level if so required. 7.0 Interim Staffing FDS is aware that people make the difference. We experience this on an everyday basis. We pride ourselves on having a highly motivated, trained and experienced workforce. Through our Interim Staffing services we deploy our employees on a per-hour basis to customers. Our employees are knowledgeable on a wide range of skills and expertise; from migration engineers to senior technical consultants and from project managers to ITIL service managers. FDS provides on-site support for Service Desk Services (First and Second Line Support). FDS employees present themselves as customer representatives and are committed to honor customer requirements such as safety instructions and dress-codes. If none of our employees fits the customer requirements, we approach our partner network to select the best match for our customer. FDS Netherlands FDS-DXC Restricted Page 11 of 11