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1 DIST Request for Proposal for Managed Services for ICT Infrastructure 23-Mar-2012 version [ - Final ] Reference: RFP/2012/479 Notice of Confidentiality: This document, its appendices, and all annexes, are the property of the Office of the United Nations High Commissioner for Refugees (UNHCR). Use of the contents of this document, its appendices, and all annexes is provided to you for the sole purpose of responding to this Request for Proposal. It may not be otherwise copied, distributed or recorded on any medium, electronic or otherwise without UNHCR s express written permission. Request for Proposal Managed Services for ICT Infrastructure DIST RFP-2012-479 Infrastructure Managed Version : - Final RFP/2012/479 Page 2 of 81 Table of contents 1 Introduction.

2 6 BACKGROUND .. 6 OBJECTIVES .. 6 SCOPE OF ICT INFRASTRUCTURE MANAGED 6 OUT OF SCOPE INFRASTRUCTURE SERVICES .. 7 TIMEFRAME .. 7 2 DIST Organizational Structure .. 8 BACKGROUND .. 8 ROLE OF DIST .. 8 PROJECT PROMETHEUS .. 8 ORGANIZATION FUNCTIONAL DESIGN .. 9 EXECUTIVE OFFICE OF THE CIO .. 10 TECHNICAL AUTHORITY .. 10 BUSINESS RELATIONSHIP MANAGEMENT SERVICE .. 11 ICT OPERATIONS SERVICE .. 12 3 Connect & 15 BACKGROUND .. 15 OBJECTIVES .. 15 SCOPE .. 16 PROGRESS TO DATE .. 16 4 Introduction of ICT Managed Services .. 17 RATIONALE FOR MANAGED SERVICES .. 17 MANAGED SERVICES LANDSCAPE .. 17 CORE INFRASTRUCTURE MANAGED SERVICES.

3 19 CORPORATE MESSAGING 20 TRANSITION TO MANAGED SERVICES .. 20 SERVICE WINDOW .. 20 GENERIC REQUIREMENTS .. 21 5 UNHCR ICT Infrastructure Landscape .. 22 HIGH-LEVEL TOPOLOGY .. 22 DATA CENTRE - HUBS .. 22 NETWORK AND LAN .. 22 DESKTOP .. 23 DISASTER RECOVERY AND BUSINESS CONTINUITY .. 23 CATEGORIZATION OF UNHCR OFFICE LOCATIONS .. 23 TARGET INFRASTRUCTURE LANDSCAPE .. 24 OUT OF SCOPE INFRASTRUCTURE SERVICES .. 24 6 Data Centre Service Scope .. 26 SUPPORT SERVICES .. 26 IMPLEMENTATION OF NEW DATA CENTRE SERVICES .. 28 Request for Proposal Managed Services for ICT Infrastructure DIST RFP-2012-479 Infrastructure Managed Version : - Final RFP/2012/479 Page 3 of 81 SERVICE WINDOW.

4 28 MINIMUM AND OPTIMUM OPERATING 29 SERVICES OUT OF SCOPE .. 29 7 Network and LAN Service Scope .. 30 SUPPORT SERVICES .. 30 MINIMUM AND OPTIMUM OPERATING 32 IMPLEMENTATION OF NEW NETWORK AND LAN 32 OUT OF SCOPE NETWORK AND LAN SERVICES .. 32 8 IMAC Services .. 33 SUPPORT SERVICES .. 33 MINIMUM AND OPTIMUM OPERATING 34 IMPLEMENTATION OF NEW IMAC SERVICES .. 34 OUT OF SCOPE IMAC SERVICES .. 35 9 Desktop Service Scope .. 36 SUPPORT SERVICES .. 36 SOFTWARE TOOLS .. 39 MINIMUM AND OPTIMUM OPERATING 39 IMPLEMENTATION OF NEW DESKTOP SERVICES .. 39 OUT OF SCOPE DESKTOP SERVICES .. 39 10 Corporate Messaging Service Scope .. 40 SUPPORT SERVICES.

5 40 MINIMUM AND OPTIMUM OPERATING 41 IMPLEMENTATION OF NEW CORPORATE MESSAGING SERVICES .. 41 OUT OF SCOPE CORPORATE MESSAGING SERVICES .. 42 11 Generic Requirements .. 43 SERVICE MANAGEMENT PROCESSES .. 43 BUSINESS CONTINUITY .. 43 POLICY AND STANDARDS .. 44 ANNUAL REVIEW .. 44 MONTHLY REPORT .. 44 PROJECT AND DEVELOPMENT PERFORMANCE .. 45 AD HOC REPORTS .. 45 SATISFACTION 45 ACCESS TO 45 LICENSE AND ASSET MANAGEMENT .. 45 VENDOR MANAGEMENT .. 46 12 Infrastructure Skills Inventory .. 47 SERVICE DEVELOPMENT .. 47 SERVICE DESIGN .. 48 SERVICE SUPPORT AND 49 PROJECT MANAGEMENT .. 51 13 Service Levels and Performance Targets.

6 54 CRITICALITY AND PRIORITY MATRICES .. 54 OBJECTIVES OF SERVICE LEVEL AGREEMENTS .. 56 SERVICE LEVEL AGREEMENTS FOR INFRASTRUCTURE SUPPORT ACTIVITIES .. 56 Request for Proposal Managed Services for ICT Infrastructure DIST RFP-2012-479 Infrastructure Managed Version : - Final RFP/2012/479 Page 4 of 81 SERVICE LEVEL AGREEMENTS FOR INFRASTRUCTURE DEVELOPMENT ACTIVITIES .. 59 SERVICE AVAILABILITY TARGETS .. 59 14 RFP Technical Response .. 60 COMPANY PROFILE .. 60 INFRASTRUCTURE MANAGED SERVICES CAPABILITY .. 61 CASE STUDIES AND REFERENCE SITES .. 62 MANAGED SERVICES LIFE CYCLE .. 62 MANAGED SERVICES GOVERNANCE .. 63 15 RFP Contractual Response.

7 65 UNHCR GENERAL TERMS AND CONDITIONS FOR THE PROVISION OF SERVICES .. 65 STANDARD UNHCR CONTRACT FOR SERVICES .. 65 ADDITIONAL CONTRACTUAL DOCUMENTATION .. 65 LEGAL REPRESENTATIVE .. 65 CONTRACT TERM .. 66 COMMERCIAL TERMS .. 66 PAYMENT MECHANISM .. 66 PERFORMANCE REGIME .. 66 CHANGE MANAGEMENT .. 67 GOVERNANCE AND REPORTING .. 67 TRANSITION AND MIGRATION .. 67 EXIT PROVISIONS .. 68 STAFF MANAGEMENT .. 68 SUB-CONTRACTING .. 68 STAFF TRANSFER .. 68 ASSET OWNERSHIP .. 69 FLEXIBILITY .. 69 DATA SECURITY AND DATA PROTECTION .. 69 CODE OF CONDUCT .. 69 NON-DISCLOSURE AGREEMENTS .. 69 16 RFP Price Quotation .. 70 CURRENCY OF OFFER AND CONTRACT.

8 70 MODULAR PRICE STRUCTURE .. 70 TRANSITION PHASE .. 70 INFRASTRUCTURE SUPPORT AND MAINTENANCE COMPONENT .. 70 IMAC COMPONENT .. 71 INFRASTRUCTURE DEVELOPMENT COMPONENT .. 71 PRICE EVALUATION MATRIX .. 71 17 Evaluation Process .. 72 SUBMISSION OF PROPOSALS .. 72 TECHNICAL EVALUATION .. 72 COMMERCIAL TERMS EVALUATION .. 73 PRICE EVALUATION .. 73 BEST AND FINAL OFFERS .. 73 A. Glossary .. 74 B. Comprehensive Infrastructure Service Catalogue .. 75 Request for Proposal Managed Services for ICT Infrastructure DIST RFP-2012-479 Infrastructure Managed Version : - Final RFP/2012/479 Page 5 of 81 COMMUNICATIONS .. 75 ICT INFRASTRUCTURE.

9 75 C. Service Management Processes .. 77 D. Document Templates .. 78 SERVICE MANAGEMENT FORMS .. 78 PROJECT OFFICE TEMPLATES .. 78 STANDARD STATEMENTS OF WORK .. 78 E. Metrics .. 79 INCIDENTS .. 79 CHANGE REQUESTS .. 79 F. External Annexes to this document .. 80 Table of figures Figure: 1: DIST organizational design.. 9 Figure: 2: GSD coverage by location (GMT based, not adjusted for DST).. 14 Figure: 3: High-level scope and Managed Services Requirements.. 18 Figure: 4: Infrastructure Managed Services overview.. 19 Figure: 5: Generic Services overview.. 21 Figure: 6: Minimum and optimum Data Centre support operating hours.. 29 Figure: 7: Incident Criticality Matrix.

10 54 Figure: 8: Priority Matrix.. 55 Figure: 9: Level 2 Response Time.. 56 Figure: 10: Level 2 Restore Time.. 57 Figure: 11: Problem Management Remediation Target.. 57 Figure: 12: Service Request Response 58 Figure: 13: Information Request Resolution Targets.. 58 Figure: 14: Level 3 Work Request Response Time.. 59 Figure: 15: Change Plan Response Time.. 59 Figure: 16: Availability targets (percentage up-time).. 59 Request for Proposal Managed Services for ICT Infrastructure DIST RFP-2012-479 Infrastructure Managed Version : RFP/2012/479 Page 6 of 81 1 Introduction This document is UNHCR s Request for Proposal (RFP) for the introduction of a managed service for ICT Infrastructure services.