ITI Service Delivery Bidders’ Briefing - emits.esa.intemits.esa.int/emits-doc/ESRIN/7276/2012-09-21-Industry-Briefing-v5.pdf · ESA UNCLASSIFIED – For Official Use AO/1-7276/12/I-SB

ESA UNCLASSIFIED – For Official Use

AO/1-7276/12/I-SB – 21 September 2012 – ESA/ESRIN

ITI Service DeliveryBidders’ Briefing

Industry Briefing | ESRIN | 21/09/2012 | IT Infrastructure Service Delivery Tender | Slide 2


Agenda

9:30 Welcome and Introduction9:35 Tender outline (1)

Objectives and scope Model and Service descriptions

10:30 Coffee Break11:15 Tender outline (2)

Schedule and Contract Phases SLA’s Assets and PricingProposal preparationDue Diligence Integration of Communication servicesContract

12:30 Q&A13:00 Lunch



New Outsourcing - Objectives

1. Guarantee business continuity to all IT users;2. Guarantee corporate integrity and security of user’s data;3. Deliver the same catalogue of services to all ESA IT users,

independently from their location;4. Increase the value-for–money by reducing the cost of the existing

services to fund enhancement of services,5. Support the business units to industrialize their non-corporate IT

services;6. Increase the agility of the Information Systems Department to deploy

new services and answer quickly new customer needs,7. Proactively support new business needs, evolve towards new service

delivery models, etc.



Scope (1)



Scope (2)



Model and Service Descriptions

1. New ESA IT Outsourcing Model2. IT Infrastructure (ITI) Service Delivery3. SSR1-Service Integrator and Service Desk services4. SSR2–Workplace services5. SSR3-Cloud Computing services6. SSD5/6-Communications services



New ESA IT Outsourcing Model Summary

3Track selective outsourcing model to enforce appropriate focus on:

IT Infrastructure (ITI) Service Delivery ITI Evolution & Innovation Establishments IT

ITI Service Delivery: Delivery of corporate IT Infrastructure (ITI) Services to all ESA users and locations. Subject of this ITT (Service Integrator, Workplace, Cloud Computing) and a 2nd ITT in 2014 (Communications)

ITI Evolution and Innovation: Competitive frame contracts for evolution/innovation activities to implement new ITI services. Awarded in early 2012 to five contractors

Establishment IT: local activities/services at ESA establishments. Procurement to be settled in 2013.

Note: ESACERT Security services will be procured through a separate contract by ESA



Track1-ITI Service Delivery

ITI Service Delivery structured in four service packages :• Service Integration (SSR1), including Service Desk • Workplace (SSR2) (Laptop/Desktop/Mobile devices, Printing, B/U,

Messaging and Collaboration)• Cloud Computing (SSR3) (IaaS, e.g. hosting, storage and

computing on-demand)• Communications (SSD5/6) (LAN/WAN networks, Mobility,

Telephony, Videoconferencing – to be tendered in 2014)

Service Integrator (SI) as unique contract interface to ESA (prime contractor) and responsible for ‘end-to-end’ service managementOther ITI services (Workplace, Cloud Computing, Communications) subcontracted to dedicated Service Providers (SP) under the SIServices procured as ‘managed services’ (assets owned by service providers, sustaining and refresh included in service prices)



ITI Service Delivery Process

ESA UNCLASSIFIED – For Internal Use – Privileged

Service Provision

ESAUsers

SI (Delivery Integration)

HFI-I CustomersDay to Day

WorkplaceComponent

InternalProcesses

Communi-cations Component

InternalProcesses

ESACERT

separate contract

InternalProcesses

Cloud ComputingComponent

InternalProcesses

Service DeskComponent

InternalProcesses

Local Team

InternalProcesses

Local Service

separate contract

InternalProcesses

Local Team

InternalProcesses

Operating Level Agreements + Service Management Manual

Day to Day



Service Integrator vs. Service providers

Communications

Workplace

Cloud Computing

Ser

vice

Des

k ITI Services

Local Provider

Local Provider

Local ProviderEstab

lishm

ent IT

Service Providers Service Integration

ITI Service IntegratorEnd to End Service integration, Governance, supervision and management of :•Service SupportEvent, Incident, Problem, Change, Request Management•Technical Management•Service Level Management•Availability and CapacityManagement

•Continuity Management•Demand Management•Service Portfolio Management•Billing and recharging•Transparency

Supervision of TTO

IT D

epar

tmen

t

ESA

US

ERS

ServiceTFS

ServiceTFS

Evolution & Innovation

ESACERT



SSR1 – Service Integrator & Service Desk - Scope

Requirements based on ITIL framework related to:1. ESA ITI Service Delivery

a. Plan, implement, maintain, evolve an IT Services Management framework covering all the ITSM processes

b. Govern, supervise and manage the delivery of the IT services for key aspects like quality, organization, monitoring and continuous improvements

2. Service Integration of single Service Provider’s ITSM processes into the overall ITSM framework

3. Service supporta. Service Desk (English and French support, email, phone, fax, 30 sec

phone response time, 75% first level resolution)– Global Team (24x7, toll-free (in-country) telephone number) – Local Team (12x5, for every site with more than 100 users, walk-

in possibility)b. Service Portal (Self-help, access to tickets, service outages, ESACERT

notification, Service Performance metrics)c. Training for new and existing users (IT induction on ESA’s IT policies

and procedures, equipment, user interfaces, tools etc.)



SSR1- Distributed Service Desk model

Bidders are invited to propose variations of this model in order to optimize costs and efficiencies



SSR2-Service Scope

I. End user environment:• End-user laptop/desktop platforms including Windows, Apple and most popular

smartphones and tablets.• Three support levels: Fully managed, Partially supported, “Guest”-(unsupported) plus ad-

hoc “concierge” services on top of the above• Virtualized workplace solutions

II. Collaboration and Messaging: • Messaging suite (email, calendar, address book, to-do)• Unified communications (desktop VC, web conferencing)• Social software (wikis, blogs, communities) • Document centric collaboration (e.g. project teamrooms)

III. General WPL services: • Active directory, backup, authentication• Printing, remote storage• Mobile office, launch campaign and conference support

IV. WPL security:• Antimalware, mobile device management, network access, collaboration security• Data encryption, secure email, certificates



SSR2-Service approach

• Platform procured and managed by HFI service provider• All-inclusive end-to-end service

L2 – Fully managed IT service

• End-platform not procured by HFI SP• End-platform management by self supporting user or by

user’s proximity support• Reduced set of essential HFI services (e.g. including access to

full collaboration suite, corporate printing, backup, security)

L1 – Partially managed IT service

• Zero-support model• Access only to ESA guest networks• Access limited to basic collaboration features (eg. Webmail,

webex)

«Guest» –unsupported model

Bidders are invited to propose variations of this model in order to optimize costs and efficiencies

Concierge



SSR3-Service Scope

Aim: provide ESA users with a flexible environment for the provisioning of IT computing resources, in particular:1. Infrastructure as a Service (IaaS), including:

a. Virtual machinesb. Unmanaged virtual instances of Operating Systems (Windows,

Linux)c. Managed virtual instances of Operating Systemsd. Virtual instances of Database Platforms (Oracle, MySQL etc.)e. Virtual Instances of Application Server templates

2. Scalable, elastic infrastructural resources management including CPU, Memory, Storage, network resources

3. Virtualized networking services



SSR3- Service Characteristics and Approach

1. Self-provisioning by user through web portal (SLA for VM provisioning time: 99% within 1 hour, 100% within 4 hours)

2. Flexible and transparent utility-based pricing model: VM and OS instance to be billed as pay-per-use (per hour or per month of usage)

3. Compliance with ESA security policy and legal constraints (datacenter and management shall be located in ESA member states)

4. Hybrid cloud model, including a combination of the following components (one or more):

a. On-premises private cloud b. Off-premises private cloudc. Traditional managed hosting on physical serversd. Public cloud

5. Bidder shall be able to takeover and enhance an initial cloud infrastructure designed and deployed by a selected Evolution & Innovation Framework Contractor and manage service according to SSR3 service requirements and SLA. Alternatively, bidder shall be able to deploy the full solution and run service.



SSD5/6 – Communications - Scope

• Communications services area covers:o Local Area Networks and Front-end management serviceso Wireless LAN and Internal Mobility Services.o ESANIC and ESANOC serviceso Wide Area Networks Data, Voice and Video communications serviceso Security Firewalls and Applications Security Gateways services (e.g. Web

filtering, FTPs screening, Emails A/V, etc.)o Corporate Internet Access Services o Remote Access Services (e.g. Mobility Packs for both ESA and Industrial

contractors)o TDM & IP-Telephony management services

• Only status description of ESA communications services given within this ITT package, since:

• Requirements for ESA communications services will be issued under 2nd

ITT (2nd batch) in H1-2014 to select new Communications provider• Above listed services (SSD 5 by OBS and SSD 6 by HP) will be integrated

under new SI from April 2014 till March 2015.



ESA next IT Outsourcing Schedule

Legend Freeze Period (Council) Pre Preparation HP* Novation of HP services under SI primeExt1 Extension, first year Service Integrator ESA/HFII/IT/FG/0695 v1.7

DD Due Diligence TP1 Transition Phase1 (Knowledge Transfer) OBS* Novation of OBS services under SI prim Ext2 Extension, second year Service Desk Provider

ITT Invitation To Tender Period TP2 Transition Phase2 (Tranformation) VzB* Novation of VzB services under SI prim SLX Selex Worplace Provider

C Contract Signed Ad Adaptation to new Service Integrator HP Exit Phase TBD AIS/Cloud Provider

Ops Operations Phase Local Networking & Comms Provider

2012 2013 2014 2015J F M A M J J A S O N D J F M A M J J A S O N D J F M A M J J A S O N D J F M A M J J A S

Service Integrator Responsible HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops

Preparation ITT ITT DD C Pre Pre Pre Pre Pre Pre TP1 TP1 TP2 TP2 TP2 TP2 TP2 TP2

Service Desk Responsible HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops


Workplace Responsible HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops Ops


Cloud Responsible HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP Ops Ops Ops Ops Ops Ops Ops Ops Ops OPs Ops Ops Ops Ops Ops Ops Ops Ops Ops


Local Networking Responsible HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP HP* HP* HP* HP* HP* HP* HP* HP* HP* HP* HP* HP* Ops Ops Ops Ops Ops Ops Ops

Preparation C Ad Ad ITT ITT C Pre Pre TP1 TP1 TP2 TP2 TP2 TP2 TP2 TP2

Communications Responsible OBS OBS OBS OBS OBS OBS OBS OBS OBS OBS OBS OBS OBS OBS OBS OBS OBS OBS OBS OBS OBS OBS OBS OBS OBS*OBS*OBS*OBS*OBS*OBS*OBS*OBS*OBS*OBS* OBS* OBS* Ops Ops Ops Ops Ops Ops Ops

Preparation C Ad Ad ITT ITT C Pre Pre TP1 TP1 TP2 TP2 TP2 TP2 TP2 TP2

ESACERT Responsible VzB VzB VzB SLX SLX SLX SLX SLX SLX SLX SLX SLX SLX SLX SLX SLX SLX SLX SLX SLX SLX SLX SLX SLX SLX



Deliverables-Service Performance

Deliverables-Transformation Projects-Updated ITIL-etc.

Deliverables-Transition Plan-Transition Team-Subcontracts-etc.

Deliverables-Service Portfolio-Escalation Paths validated-Operations Team-Assets-OLAs-Service Administration-Service Performance-etc.

Deliverables-Contract Governance-Configuration Database-Asset Management-Quality Management-Ticket Management -Collaboration Framework-Service Levels- etc.

Contract Phases & Reviews

Preparation Phase- set up the team, the

ITSM procedures and tools, the governance framework,

- sign the assets transfer agreement from the incumbent contractor,

- insert the Service Providers

- agree the knowledge transfer and hand over plan with the incumbent service provider

Preparation Phase- set up the team, the

ITSM procedures and tools, the governance framework,

- sign the assets transfer agreement from the incumbent contractor,

- insert the Service Providers

- agree the knowledge transfer and hand over plan with the incumbent service provider

Transition Phase 1- Acquire and document the

know-how, the data and the assets from the incumbent contractor

- Load the toolset with the initial service data

- Validate processes

Transition Phase 1- Acquire and document the

know-how, the data and the assets from the incumbent contractor

- Load the toolset with the initial service data

- Validate processes

Transition Phase 2- Deploy/transform the service

elements requiring full service responsibility

Transition Phase 2- Deploy/transform the service

elements requiring full service responsibility

Review

End TP1

End TP2

End Prepa

KOPrepa

Legend

Operations (Incumbent)

6 months

Operations (New Service Provider) - fully responsibility for service delivery to ESA- Deliver the whole portfolio of services at all ESA sites

Operations (New Service Provider) - fully responsibility for service delivery to ESA- Deliver the whole portfolio of services at all ESA sites

Operational PhaseService Review



SLAs

SLAs are standard ones:• Availability of Service• Time to Deliver• Time to Fix

23%

17%

11%

42%

3%

4%

Service Levels per area

Common SLs

Service Management and integration SLs

Service Desk

Workplace

TTO

Cloud computing



Assets

Initial Asset Transfer from incumbent:• The New Contractor purchases, from the Incumbent Contractor, the legacy assets in terms of hardware, software licenses

used to provide the Service by the Incumbent Contractor.• Before the completion of Transition Phase 1, the Contractor shall take over the responsibility from the Incumbent Contractor

on all legacy assets used to provide the Service .• The Contractor shall include all assets, including the legacy assets from the Incumbent Contractors, within the Contractor’s

maintenance and innovation assets management system and implement relevant H/W and S/W maintenance contracts with manufactures certified maintenance companies.

Bidders may arrange leasing agreements for HW and SW assets.



Assets: Refresh Obligations

During the contract execution:• Units of Charges are inclusive of service activation, procurement, maintenance, refresh,

management, security and decommissioning• Refresh cycles are minimum mandatory; biders are invited to propose improvements

Item category Item Refresh cycle (minimum requirements)

All categories (unless specified below)

All 3 years

Communications LAN equipment, routers, Security gateways 5 years

Communications IPT Phones 5 yearsWorkplace PC monitors 5 yearsWorkplace Smartphones, Tablets 2 yearsWorkplace Desktops 4 yearsVideoconferencing Videoconferencing end-point equipment (codec,

screen, camera etc)4 years

Printing services Local MFP /Fax devices 4 years

Printing services Network printers 4 years

Storage Storage equipment 4 years

Servers Infrastructure Servers 4 years



Pricing Pro-forma

• For each of their proposals, bidders shall fill-in the yellow cells of the Excel pricing pro-forma template provided within the ITT

• Pricing Pro-Forma content:Sheet Usage0-Version Control0a-Guidelines Guidelines for bidders on how to use this document

1-ESA User Profiles Planned content of ESA User Profiles bundling elementary Units of Charge

2-Service Prices Initial portfolio of Service Elements, volumes and unit prices

3-Labour Day Rates Pro-Forma to quote Labour Day Rates for addtitional activities on top of Initial Portfolio

3a-Labour Profiles ESA Definition of minimum labour profiles used to quote LabourDay Rates in sheet 3

4-xCompany Contribution of each company involved in the service delivery to the service price of Bidder

5-Price Components Breakdown of Bidder service price per component

6-Ceiling Price Consolidation of Preparation, Transition and Service prices over 5+2 years

7-Headcount on ESA Sites Number of staff required at ESA sites to provide services8-Travel and Expenses Details of the travel and expenses policy for Contractor staff9-Price Transparency Maximum percentages for pricing additional activities

10-Payment Plan Payment plan for Preparation, Transition Phase1 and Transition Phase 2 activities (Firm Fixed Prices)



Proposal Preparation and EvaluationOFFER STRUCTURE/EVALUATION

• Bidders shall prepare ‘single offer’ i.e. proposal covering more than 1 SSR and / or ‘stand-alone’ offers for one SSR.

• The bidder selected by ESA for the Service Integrator-Service Desk (SSR1) shall also act as the Prime Contractor for the delivery of the all SSRs and SSD5/6 services (Communications services and Local Networking).

• Bidders are encouraged to present a ‘single offer’; in such case SSR1 services shall be included in this single offer. The single offer shall cover more than one SSR, and be structured in a prime/subcontractors relation.

• The Agency reserves the right to select either standalone offers and/or a single offer.




Single offersSI/SDYour Company

WPLYour Company

CloudYour Company

SI/SDYour Company

SI/SDYour Company

WPLPartner#1

CloudPartner#2

SI/SDYour Company

SI/SDYour Company

WPLYour Company

CloudPartner#2

SI/SDYour Company

WPLPartner#1

CloudYour Company

SI/SDYour Company

WPLPartner#1

CloudPartner#2

WPLYour Company

CloudYour Company

SI/SDYour Company

WPLYour Company

CloudYour Company

Whoever gets assigned two SSRs cannot bid later for Communications

SI/SDYour Company

WPLPartner#1

CloudPartner#1




Stand-alone offers

SI/SDYour Company

WPLYour Company

CloudYour Company

• One Company may submit one / two / three Stand-alone proposals• ESA will not assign more than two SSRs to the same company; see conditions defining a ‘ single

company’• Whoever gets two SSRs cannot bid later for Communications




• Bidders shall include in the Offer’s Cover Letter the acceptance statements required in the ITT Cover Letter and Conditions of Tender (Appendix 3)




1. Spreading of transition costs during the contract duration (see price form Annex 3 of Condition of Tender)

a. Legacy assets costs spread and paid during Operational Phase b. All other Preparation/Transition costs

– Option A: accrued and paid during Transition period– Option B: spread and paid during Operational Phase

Both Options A and B shall be quoted in the offer.



Due Diligence (1)

ESA will update the selected bidders with:• Status of Assets/Refresh • Latest Service portfolio from the Incumbent Contractor• On-going maintenance contracts, terms and conditions and novation terms

Bidders to:• Include integration guidelines of the selected Service Integrator/Service Desk

(SSR1) provider in the SSRs and SSDs offers• Take stock of existing Communication/Local Networking service contracts (to

cover the first year of service)• Visit ESA Data Centres



Due Diligence (2)

• Selected Bidder(s) as part of the negotiation process to achieve contract award, shall undergo the Due Diligence exercise.

• As result of the Due Diligence the selected Bidder(s) shall update the proposal(s) as Best and Final Offer (BaFO).

• The BaFO shall reflect a traceable update of the selected offer(s) from the selected Bidder(s) taking into account the results of the Due Diligence exercise.



Integration of Communication services

• The selected Prime Contractor shall integrate, incumbent providers for Communications and Local Network services (SSD 5/OBS and SSD 6/HP) for a duration of 1 year from start of the Operational Phase start date.

• These services shall be tendered out, as one stand-alone SSR, in 1H-2014 in open tender following the provisions of Annex 8 in the Contract. The Prime Contractor shall contribute and endorse ESA provider selection.



Contract - DURATION/PRICE CONDITIONS

1. Contract duration 5 Years + optional extension of 2 yearsa. Duration includes all phases (preparation, transitions and

operations).b. Transition Phase 2 and Operational Phase will start

simultaneously. c. The duration of 5th operational year depends on the actual

Preparation/Transition Phase 1 duration.2. Overall price reduction, per year, to be included in the offer for the 7

years.3. The annual ‘service improvement /price reduction’ proposal shall set a

further price reduction to be provided per single selected services at UoC level, IN ADDITION TO THE AGREED OVERALL YEARLY PRICE REDUCTION.



Contract - EVOLUTION WORK

• EVOLUTION WORK is either one-off additional activities or new activities in addition to, or in substitution of the tasks for the various services.

Should the Agency decide to place Evolution work to the SI, ESA will proceed with one of the following actions:

a) request the Contractor to submit the related offer, either by himself or with contributions from new subcontractors or new Service Providers.

b) request the Contractor to complement an offer from a SP selected by ESA with the integration activities, and submit it to the Agency.

c) request the Contractor to obtain offer(s) from subcontractors and/or new SPs selected by Agency, to complement it with the integration activities required and submit fully integrated offer(s) to ESA

d) request the Contractor to contribute to the definition of integration requirements, to the evaluation of SPs proposals received by ESA in answer to an Agency’s call for tender and provide cost/risks estimates for the integration activities of each offer to allow the optimal ESA decision.



Contract - EVOLUTION WORK

• Article 17.1 d) shall be applied in the evaluation and selection of the SP for the future Communication SSR.

request the Contractor to contribute to the definition of integration requirements, to the evaluation of SPs proposals received by ESA in answer to an Agency’s call for tender and provide cost/risks estimates for the integration activities of each offer to allow the optimal ESA decision.

Documents

ITI Service Delivery Bidders’ Briefing - emits.esa.intemits.esa.int/emits-doc/ESRIN/7276/2012-09-21-Industry-Briefing-v5.pdf · ESA UNCLASSIFIED – For Official Use AO/1-7276/12/I-SB