Hardware

The YKS datacentre will site the hardware upon which the managed service functionality and client data is stored.

YKS will provide servers at the client site as part of the managed service to support:

• Software distribution
• Locally sited software
• Client management information data

YKS will advise on the Client provision and maintenance of all PC’s, branch servers, printers and their consumables.

Software

YKS will provide as part of the managed service:

• Software required to support the functionality and interfaces to client retained systems and third party gateways.
• Systems software components at the YKS datacentre and on the client sited 'managed servers'.

The YKS system runs on the client desktop in a windows environment. YKS will advise on the client provision of standard desk top software requirements.

Operations

YKS will provide as part of the managed service the following operations:

• the management of the managed core servers at the YKS datacentre
• the management of the solution element sited at the client site
• management of the backup and restore processes for the managed core servers
• responsibility for print management and distribution
• standard batch service
• client specific batch service
• on-line service provision
• ad hoc batch processes including savings and lending rate changes and year ends
• interface to client retained systems
• distribution of releases and implementations of new versions of the software
• maintained and disaster recovery site for the full managed service and a pre-production environment, providing the client with a controlled test environment for acceptance of changes by the client prior to implementation in the live environment. It will also be available on an ongoing basis for the client to test new releases of the system.
• links to third party gateways such as BACS, CHAPS, credit scoring, post office address file and electoral roll

Technical Support

YKS will provide general maintenance and support of LIBRA including:

• fault recording, diagnostic analysis and fixes
• support on enhancement to the core software
• provision of service desk support for the agreed support hours
• provision of second and third line support

Network Infrastructure

YKS can subcontract the provision of the Wide Area Network connection between client and the YKS datacentre or the client can choose to provide this themselves.

YKS can advise on the client provision of the client sited LAN, routers and firewalls that connect to the Wide Area Network.

Service level management with each client

The service level management includes:

• The creation of a Service Catalogue
• Identifying Service Level Requirements
• Regular reviews of support services
• Monitoring, reviewing and reporting service performance, capacity usage and availability.

YKS will undertake the completion of an agreed Service Level Agreement which will include:

• Service hours
• Availability
• Agreed workload and throughput
• User support levels
• Contingency/Business Recovery
• Security

• fault recording, diagnostic analysis and fixes
• support on enhancement to the core software
• provision of service desk support for the normal support hours
• provision of second and third line support

Help Desk

An experienced Help Desk team acts as the main day to day interface between YKS and the client’s internal help desk and provides:

• The incident control and logging system
• Extensive Management information to each client to support the Service Level process of measurement and reporting
• Problem management, ensuring repeat incidents are kept to a minimum.

As part of the service YKS will:

• Provide operational support outside the hours of the Help Desk giving 24 hours daily coverage
• Log all calls
• Support clients by making an initial assessment of the incident
• Classify the incident to ensure that the correct priority and escalation procedures are put in place
• Investigate each incident with, if appropriate, assistance of specialist technical and business staff
• Log the resolution of the incident recording the actions taken
• Close the incident with the agreement of the client
• Monitor and track the progress of an incident
• Allow clients access to record and review progress on incidents

Software Control and Distribution

YKS will control the issue of software, which will be pre-tested in the YBS environment. All releases will then be made available in the User Acceptance Test (UAT) environment for users to complete final testing and sign off for release.

As part of the service YKS will normally:

• Provide release notes for each version
• Clarify the interdependencies of the branch and core applications software
• Agree with the clients the test and implementation plan
• Provide user guides where new or changed functionality is required
• Support emergency changes - processes are in place to manage changes that are required urgently to remedy severe or high priority problems

Change Management and Configuration Management

As changes are part of developing the business system, YKS have adopted a change management process to ensure that these are evaluated and controlled. Change may take place for various reasons:

• To resolve issues raised by the Help Desk
• To respond to user dissatisfaction
• To introduce new technology or operating system upgrades
• To upgrade existing components
• To respond to changed business requirements
• To respond to new or changed legislation
• To introduce a new service