NSW Government

Cloud Connect Broker Service

Standard

V1.0

March 2016

Cloud Connect Broker Services Standard

CONTENTS

1. CONTEXT 3

1.1. Background 3

1.2. Purpose 3

1.3. Scope and application 3

1.4. Policy context 3

1.5. The ICT Services Catalogue 4

2. KEY PRINCIPLES 4

3. REQUIREMENTS 5

3.1. Cloud Connect Broker Services 5

3.2. Requirements tables 5

3.2.1 Cloud Connect Broker – Use Cases / Scenarios 6

3.3. Elements of this standard 7

DOCUMENT CONTROL 10

APPENDIX A – DEFINITIONS 11

APPENDIX B – ABBREVIATIONS 12

APPENDIX C – REFERENCES 13

APPENDIX D – STANDARDS 14

Developing technical standards 14

Management and implementation 14

Cloud Connect Broker Services Standard

1. CONTEXT

1.1. Background This is a technical standard developed through the NSW ICT Procurement and Technical Standards Working Group. This standard contains technical and functional requirements that agencies should consider when procuring for Cloud Connect Broker services solutions.

By defining the necessary and common elements across agencies the standard provides an opportunity to leverage the buying power of Government as a whole, improve procurement efficiency and increase interoperability.

1.2. PurposeThe purpose of this standard is to assist NSW Government agencies to develop, procure and implement IaaS solutions and tools, as well as take full advantage of their benefits. This standard also helps agencies procure in a strategic manner that reflects the NSW Government’s priorities as outlined in the NSW Government ICT Strategy.

This standard details the issues that need to be considered so each agency can identify the available options that best suit their business requirements, helping agencies achieve value for money through cost savings and improved flexibility of service offerings.

1.3. Scope and applicationThis standard applies to all NSW Government departments, statutory bodies and shared service providers. It does not apply to state owned corporations, but is recommended for their adoption.

For the purposes of this standard, Cloud Connect Broker services means providing access to public cloud computing delivered over the Managed Services Backbone (MSB) in GovDC. The GovDC Managed Services Backbone comprises of network and security infrastructure providing a secure perimeter for agencies. The aim is to extend services beyond the physical perimeter of the GovDC facilities to provide services that are connected for cross-Agency use in other compliant cloud facilities.

This standard sets out service definitions as minimum requirements that vendors must meet to be able to offer their services through the NSW ICT Services Catalogue. Agencies should consider any specific operational or regulatory factors that impact their requirements, and specific requirements they have in addition to those detailed in this standard.

1.4. Policy contextThe NSW Government ICT Strategy and Digital + 2016 Final Update set out the Government’s plan to: build capability across the NSW public sector to deliver better, more customer-focused services that are available anywhere, anytime; and to derive increased value from the Government’s annual investment in ICT.

Developing whole of NSW Government ICT technical standards is a key initiative of the NSW Government ICT Strategy, driven by the ICT Procurement and Technical Standards Working Group. These standards leverage principles defined in the NSW Government ICT Strategy and the NSW Government Cloud Policy, and they support the NSW ICT Services Catalogue.

The standards set out service definitions as minimum requirements that vendors must meet to be able to offer their services through the NSW ICT Services Catalogue. This helps achieve consistency across service offerings, emphasising a move to as a service sourcing strategies in

Cloud Connect Broker Services Standard

line with the NSW Government ICT Strategy, and it signals government procurement priorities to industry.

Solutions should also assist agencies in their alignment with the NSW Government Enterprise Architecture (NSW GEA), which encompasses all aspects of enterprise architecture activity at the business, information, application and technology infrastructure layers. The NSW GEA is about providing direction and practical guidance to accelerate the development of agency EA capability and enabling a common, intra and inter agency approach to the design of digital government.

This standard should be applied along with existing NSW Government policies and guidance, including the NSW Digital Information Security Policy. More information on the process for the development of standards that populate the ICT Services Catalogue is at Appendix D – Standards.

1.5. The ICT Services CatalogueThis catalogue provides suppliers with a showcase for their products and services, and an opportunity to outline how their offerings meet or exceed standard government requirements. The standards, together with supplier service offerings, help to reduce red tape and duplication of effort by allowing suppliers to submit service details only once against the standards. The offerings are then available to all potential buyers, simplifying procurement processes for government agencies.

Implementing this category management approach will embed common approaches, technologies and systems to maintain currency, improve interoperability and provide better value ICT investment across NSW Government.

2. KEY PRINCIPLESWith Cloud Connect Broker services, the consumer does not manage or control the underlying network infrastructure between GovDC and the compliant facility. The Cloud Connect Broker must be an endorsed Infrastructure as a Service (IaaS) supplier for Network Services on the ICT Services Catalogue with services available from one or both NSW Government Data Centres.

This standard is based on the following principles:

End-to-end digital: Cloud Connect Broker services should enable end-to-end digital business processes and management.

Data security: Meet any applicable requirements of the NSW Digital Information Security Policy and ISO 27001.

Technology currency: Solutions should be designed to maintain technology currency for key systems, and to maintain a pace that aligns with business context and risk profile.

Facilitating as a service: Cloud Connect Broker services should facilitate the agency transition to as a service, and ensure agency alignment with broader NSW ICT Strategy.

Interoperability: Cloud Connect Broker services should meet applicable recognised open standards (e.g. Open Cloud Computing Interface [Open Grid Forum], Open Virtualization Format and Cloud Infrastructure Management Interface (Distributed Management Task Force], Cloud Data Management Interface [Storage Networking Industry Association], etc.) across the elements of compute, storage, network, and pre-production and testing.

Business continuity: Cloud Connect Broker services should meet business continuity requirements, particularly with transition in and out (see the NSW Digital Information Security Policy and ISO 27031-2011 for more guidance).

Cloud Connect Broker Services Standard

3. REQUIREMENTS

3.1. Cloud Connect Broker ServicesThe following elements should be considered when assessing a Cloud Connect Broker:

1. The end provider service being offered.2. The capacity or bandwidth available.3. The service levels being offered.4. All Cloud Connect services must be delivered through the managed services backbone

3.2. Requirements tablesThe following tables set out the recommended business and technical requirements for NSW Government. They provide a consistent approach for all NSW Government agencies regardless of their size.

Cloud Connect Broker Services Standard

3.2.1 Cloud Connect Broker – Use Cases / Scenarios

‘Use cases’ for IaaS that are anticipated in agencies are included in the table below. The corresponding requirement sections of this standard are ticked in the columns.

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Cloud Connect Broker Service

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Cloud Connect Broker Services Standard

3.3. Elements of this standardDelivery over GovDC Managed Services Backbone

All cloud connect services must be delivered to consumers using the MSB. No direct point-to-point connections are allowed.

A single dedicated (with appropriate redundancy) network link for all NSW Government agencies to be provided that is capable of expansion to meet changing needs.

Carrier equipment required such as NIDs must be installed in the POP rooms. All other equipment for the service(s) must be installed in the broker’s rack(s) at GovDC facility(s).

Physical networking services

The service needs to define the exact means of connection between components (compute, storage and other). Specific details should include:

Layer 2 connection points (if applicable)

Layer 3 connection points (if applicable)

Routing protocol(s)

Virtual private networks

Access port(s) and their capacity

Type of connects available (e.g. copper, fibre etc.)

Security features configured/available (e.g. Intrusion Detection / Prevention)

Management tools for networks

The service will have appropriate management tools that allow either the service provider to manage the network service or allows the customer to manage their networks. Any response to a market engagement should provide details of the tools used (or available including any recommendations); whether the tools are available to the customer and to what extent the customer is able to self-manage their networks. The management tools will also provide inputs for service reporting requirements.

Commissioning services

Services that assist the customer in transitioning to the as a service environment. For the purposes of this standard, commissioning services will include design services – ensuring the service is designed to deliver the required outcomes; commissioning services – ensuring the service is commissioned in accordance with the design and customer requirements; transition services – ensuring services are transitioned to the service from their existing environment(s). Any response to a market engagement should provide a complete list of commissioning services that a customer can take advantage of.

Self-service administration

The ability to automatically provision and de-provision for all agency resources within the system, together with other appropriate administration and management tasks that can be delegated from the service provider that do not impinge on the solution being provided to other customers.

Full-service administration

All provisioning, de-provisioning, together with all other administration and management tasks required to operate the environment, are provided as part of the service offering. The only exception will be service management of the provider which remains the sole responsibility of the initiating agency.

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Cloud Connect Broker Services Standard

Cloud compliant hosting facility

All relevant cloud services for the solution may be provisioned from a compliant hosting facility. Compliant hosting is defined as having the following attributes and/or capabilities:

The location of the hosting facility must be identified either by name and/or location (city and country) in any response.

The hosting location cannot be changed without first informing the agency concerned.

The service provider undertakes, maintains and provides access to SSAE 16 Service Organization Control (SOC) Type II reports (or equivalent) for the services and facilities in scope for the engagement.

The hosting facility must comply with minimum Tier 3, as defined by the Uptime Institute, ANSI TIA-942, or an equivalent industry standard.

The hosting facility must be certified against to the ISO 27001 standard; compliance with the following international standards is desirable:

o ISO 9001

o ISO 27002

o ISO 20000-1:2011

o ISO 14001

Other desirable certifications may include, but are not limited to:

o PCI-DSS v3.0 or later

o Australian Signals Directorate

o ASIO-T4

o Uptime Institute

o CSA

Also consider contractual obligations relating to the service provider allowing security assessments and treatment of outcomes as agreed with the client.

If the hosting facilities changes to a location that is deemed unacceptable either to NSW Government or to the agency and/or loses attributes and/or capabilities identified above, the agency may need to consider termination of services.

NSW Government Data Centre – Cloud Connect

All relevant services for the solution must be provisioned from one or both NSW Government Data Centre (GovDC).

Onshore/offshore management

All solution providers must be able to articulate where the connected service(s) and any remote support services will be provided from. For example, with a ‘follow the sun’ support model, the locations of each of their support sites around the globe need to be identified. Any changes to these need to be communicated to the customer agency promptly and if this causes issues, the agency has the right to cancel the service with appropriate notification.

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Cloud Connect Broker Services Standard

Service level management

Agencies will retain ultimate responsibility for service level management in any solutions engagement, which would ordinarily be covered by a Service Level Agreement (SLA). Agencies, service-brokers and solution providers need to agree all SLA reporting and other related activities as part of any transition-in process.

Multi-service broker provision

Any solution provider must work within the confines of a multi-service provider environment where the agency may require the solution provider to facilitate access to one or more Cloud Service operated by one or more Cloud Service vendors (third parties). The solution provider will be accountable for the provision of all associated services, whether these are provided by the provider itself, or other third-party providers.

Service management – performance and latency

The solution will provide appropriate built-in redundancy to achieve agency required levels of service. Typically this may be not less than 99.99% availability during operating hours, and for most agencies this would be a minimum 7:00am-7:00pm Monday to Friday. Some agencies may have a requirement for 24 hours, 7 days per week (e.g. Police and Emergency Services, Health, Transport). Bandwidth and latency expectations are to be defined and agreed up front.

Service management – disaster recovery

The solution is to have appropriate levels of disaster recovery built in to minimise downtime or disruption to the service. This element could include anything from a duplicated solution that is available immediately if the primary site fails, to a fully documented process for restoring services within SLA defined times.

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Cloud Connect Broker Services Standard

DOCUMENT CONTROL

Document historyStatus: Final

Version: 1.0

Approved by: Executive Director, Strategic Policy

Approved on: 21 March 2016

Issued by: ICT Services, Service & Digital Innovation, Department of Finance, Services & Innovation

Contact: ICT Services, Service & Digital Innovation, Department of Finance, Services & Innovation

Email: standards@finance.nsw.gov.au

Telephone: (02) 9372 7445

Review This standard will be reviewed as required.

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Cloud Connect Broker Services Standard

APPENDIX A – DEFINITIONS

Term Description

Infrastructure as a Service (IaaS)

The capability provided to the consumer is to provision processing, storage, networks, and other fundamental computing resources. The consumer is able to deploy and run arbitrary software, which can include operating systems and applications. Computing power, networking and storage is provided.

Cloud Connect The provision of direct and/or dedicated connections between one or both NSW Government Data Centre(s) and third party hosting facilities.

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Cloud Connect Broker Services Standard

APPENDIX B – ABBREVIATIONS

aaS As a service

AIIA Australian Information Industry Association

ASIO Australian Secret Intelligence Organisation

CSA Canadian Standards Association

GovDC Government Data Centre

IaaS Infrastructure as a Service

ICT Information & Communication Technology

ISO/TC International Organization for Standardization / Technical Committee

IT Information Technology

OS Operating System

PCI-DSS Payment Card Industry – Data Security Standard

PTS Procurement & Technical Standards

SAN Storage Area Network

SLA Service Level Agreement

VM Virtual Machine

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Cloud Connect Broker Services Standard

APPENDIX C – REFERENCES Agencies should have regard to the following statutes, NSW Government policies and standards:

AS/NZS ISO 31000 Risk management – Principles and guidelines ISO 27031-2011 Information technology – Security techniques – Guidelines for information and

communication technology readiness for business continuity ISO 27001 Information technology – Security techniques – Information security management systems

– Requirements Copyright Act 1968 Electronic Transactions Act 2000 Government Information (Public Access) Act 2009 Health Records and Information Privacy Act 2002 NSW Government Digital Information Security Policy NSW Government Open Data Policy NSW Government Cloud Policy NSW Government Standard for Data Quality Reporting NSW Government ICT Strategy NSW Government ICT Technical Standards – Mobility Standard NSW Government Information Classification and Labelling Guidelines NSW Procurement: Small and Medium Enterprises Policy Framework Privacy and Personal Information Protection Act 1998 Public Finance and Audit Act 1983 Public Interest Disclosures Act 1994 State Records Act 1998 TPP 09-05 - Internal Audit and Risk Management Policy for the NSW Public Sector

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Cloud Connect Broker Services Standard

APPENDIX D – STANDARDS

Developing technical standardsDevelopment of a standard begins with identifying the need for a new standard, which is followed by the

development of the standard in consultation with the industry and experts groups, including the Australian Information Industry Association (AIIA).

The following diagram outlines the process.

The ICT Procurement and Technical Standards Working Group (PTS Working Group) is chaired by the Department of Finance, Services & Innovation and includes senior representation from across NSW Government.

Agencies engage with the PTS Working Group concerning services for inclusion in the ICT Services Catalogue. This drives the development of technical standards, where none exist. The PTS Working Group has the leading role in reviewing and endorsing the technical standards developed in response to agencies’ requirements.

The PTS Working Group is supported by two sub-groups responsible for the areas of Telecommunications and Services and Solutions. The sub-groups are responsible for initial development and review of standards relating to their areas of responsibility.

Management and implementationThere is scope to modify standards through the NSW Government ICT governance arrangements as necessary. Standards are designed to add value, augment and be complementary to, other guidance, and they are continually improved and updated.

This standard does not affect or override the responsibilities of an agency or any employee regarding the management and disposal of information, data, and assets. Standards in ICT procurement must also address business requirements for service delivery.

NSW Procurement facilitates the implementation of the standards by applying them to the goods and services made available through the ICT Services Catalogue.

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Need for new or amended standard

identified

Standard developed (Industry/agencies

consulted)

Standard approved and released by PTS

Working Group

Market engagement for services which meet the standard

Services added to Catalogue

Business requirements change