To:

Paper BSO 7/2015

Board

From: Director of Customer Care & Performance

Subject: This is a proposal paper for the introduction of an IT managed service into Northern Ireland Fire and Rescue Service (INFRS)

Status: For Approval

Date of Meeting: 29th January 2015

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Customer Care and Performance Management Directorate

Information Technology Services

Title: Managed IT Service for NIFRS

Background:

BSO ITS has recently completed a review of the current ICT provision within NIFRS. The review was carried out by an ITS technical specialist (Alan McAlister) who was embedded in the NIFRS for a period of several months. The review covered the technical platform in use, the software, management processes and policies. The output from that work was a report with a set of recommendations.

The major findings of the report identified the need to upgrade or replace the server infrastructure and network, the need for the implementation of a service desk and associated service management policies and process and the need to provide effective DR facilities and processes to underpin key services. The details of the report and the required programmes of work are attached in appendices 2 and 3.

A number of options on how to address those recommendations were presented to NIFRS senior management. These options ranged from a tactical engagement with NIFRS to attempt to address some of the issues identified through to a complete managed service which involved NIFRS ICT staff transferring to BSO and BSO taking on responsibility for operational and project management of ICT within NIFRS.

Following a series of presentation meetings to NIFRS the decision, pending NIFRS Board approval, is to progress the managed service option which will deliver to the strategic and operational needs of NIFRS allowing the organisation to take advantage of the economy of scale, professional specialisms, project management expertise and infrastructure security that ITS can afford.

In order to progress the report recommendations, NIFRS have requested that ITS put forward a proposal to set out how BSO would move to provide a managed service which would implement the projects associated with those recommendations and also provide operational IT management during a period of transition to a full managed IT service.

The BSO managed service proposal aims to clearly identify:

The areas covered by the assignment The areas excluded from the assignment The expected outputs The cost of this proposal

Overall Objectives:

Provide operational management for the existing ICT services within NIFRS. Complete a series of identified operational improvements as identified in the attached report.

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Implement a programme of projects specifically to prepare the ICT services for migration into a broader Managed ICT service provided by BSO.

Manage a programme of infrastructure improvement projects that have been identified in the initial review exercise.

Develop and agree an SLA with NIFRS that reflects the services that will form part of the Managed IT service.

The table in appendix 1 sets out the detail of the operational improvements and projects to be delivered.

Areas out of scope:

Line of business applications functional content. Service levels can only be defined and delivered as each service is added to the overall SLA. Additional projects outside of the improvement roadmap could only be considered after

appropriate business justification, prioritisation and impact analysis. Command and Control infrastructure. Business case development for expenditure over 250K.

Managed service option expected outcome and deliverables include

2 ITS technical specialists at 8a grade dedicated to the work on site in NIFRS as necessary.

To deliver operational management in the areas identified in the appendix operations list. To deliver the project management for the list of projects identified in the appendix projects list. To develop an SLA that reflects the service needs of the NIFRS To migrate the NIFRS to a managed IT service Oversight of the technical specialist by ITS senior manager Monthly catch up meetings with NIFRS to agree priorities, assess progress and provide a level of

governance on the review process A presentation to NIFRS senior management on a quarterly basis to provide an update on operational

and project progress BSO HR input into the process of consultation with the NIFRS ICT staff with a view to the Staff

transferring under TUPE as early as possible in the implementation of a managed service. NIFRS will retain primary responsibility for this process.

Timeframe and Resources:

The costs of services will include the staff costs of any staff moving as a result of TUPE plus a corporate overhead of 10% associated with those staff. The costs shown only relate to the staff explicitly identified within this proposal. Any project specific technical resources which may be required to deliver the individual projects in addition to those shown are excluded from these costs and will be charged at cost plus overhead.

Year 1 – 2 resources required excluding specific project resource (per year)

12 months of 1 Band 8a Senior Technical Specialist (Operational Manager) 12 months of 1 Band 8a Senior Technical Specialist (Project Manager) 30 days of 1 Band 8B 15 days of 1 Band 8c 30 day Technical Assurance and QA

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Year 3 – 5 resources required excluding specific project resource (per year)

It is envisaged that by year three many of the services will have transitioned to the SLA. As services transition to the SLA the cost of those services will be agreed separately to the costs set out above.

12 months of 1 Band 8a Senior Technical Specialist (Operational Manager) 12 months of 1 Band 8a Senior Technical Specialist (Project Manager) 20 days of 1 Band 8B 10 days of 1 Band 8c

Where dedicated specialists are required but the specialism is not supported by BSO ITS, these services can be arranged through BSO ITS Technology Partnership Agreement (TPA) at the cost agreed through the TPA process.

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Appendix 1 – List of Operational Improvements and Projects

Operational ProjectsResource

BSO Management Services

New ICT StrategyICT restructuringGovernance Compliance objectivesICT Business Case developmentProject ManagementCapacity planningMonitoring and Alerting PolicyICT Business continuity planningICT Disaster Recovery PlanningICT Device Management PolicyICT Environmental policyPrinting PolicyNew ICT Security Policy

Services

Network Services

WAN ReplacementLAN UpgradeWIFIInternet & Firewall replacementDisaster Recovery ICT Facilities

Internet ConnectivityUnified Communications

Security

Internet & Firewall replacementSecurity and DR ComplianceAuthentication ReviewAsset ManagementISO 27001:2013

Encryption ServicesContent FilteringFirewall Configuration and Support

License Management

Licensing ProjectSoftware libraryLicence PortfolioLicencing Audit and Controls

Web Services

Server Platform Upgrade (OS)Client Platform Upgrade (OS)

Internet Technical DevelopmentIntranet Technical Development

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Operational Projects

Service Desk

Service DeskCall logging solution (infra )ReportingWorkflowsSupplier integration

Monitoring and Alerting

Monitoring and Alerting SolutionAlerting mechanisms & maintenanceAlert reportingMonitoring and Alerting Extension

Print Copy Scanning Services

Managed Print SolutionPrint AuditingSolution integration management

Hosting Services

Server Hardware & Environment Upgrade (Virtual)Server Platform Upgrade (OS)Client Platform Upgrade (OS)Licensing ProjectDisaster Recovery ICT Facilities

Storage Area NetworkFabric SwitchesBackup and RecoveryImplement test environmentDatabase hosting environment

Domain & Authentication

Services

Authentication ReviewServer Platform Upgrade (OS)Licensing ProjectSecurity and DR Compliance

Active DirectoryPermissionsDomain Services

ICT Client Services

Client Platform Upgrade (OS)Asset ManagementServer Platform Upgrade (OS)Security and DR Compliance

Client hardwareApplication supportPlatform build & supportEnvironment build & supportClient Asset management

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system (SCCM)

Operational Projects

Service Management

ICT Contracts reviewService DeskMonitoring and Alerting Solution

Service catalogueAgree SLA and OLAIncident management processChange management processService review stakeholder group

Data Centre & Environmental

Services

Disaster Recovery ICT FacilitiesWAN Replacement

Air conditioningUPSBackup generatorsMains power supplyCommunications cabinetsData Cabling and access pointsICT Fire suppression systemsData centre estatesICT Physical access controls

Application Support

ICT Contracts reviewService Management

ICT Core business systemsNon ICT business systemsSupported application technical testingSupported application patchingSupported app change managementICT Database maintenanceLog managementApplication supplier Technical management

Contract Management

ICT Contracts reviewContract ownershipReview ICT ContractsFormalise SLAsArrange Service Review meetingsContract Schedule

Procurement Project ManagementTechnical Advise

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Contract adjudicationFramework Management

Operational Projects

Compliance

Security and DR ComplianceControls Assurance StandardsCompliance recordingICT risk registerSystem/service threat protectionDisposal processNew hardware process

Audit Internal ICT auditsExternal ICT audits

ISO 27001:2013 AssessmentReview

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Appendix 2 – ICT Operations Structure

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Appendix 3 – ICT Projects Structure

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