HP Enterprise Services UK Ltd

G Cloud
Lot 4 SCS

HP Enterprise Services UK Ltd

Lot 4
Specialist
Cloud
Services

Application Management
HP ES Application Management provides clients with an efficient,
effective and agile service for managing their applications. Through
this programme we can manage, operate, maintain, enhance
applications within your portfolio, providing a flexible service with a
transparent operating and pricing model.

Service Overview

About HP

We recognise that applications drive innovation, efficiency

and service improvements to your organisations and the
UK citizens. With HP, you can unlock the values of your
applications to drive out savings which can be reinvested
elsewhere to further enhance the services, a Win-Win
scenario. HP is recognised as a leading provider of
Applications Management Services and this is based on a
proven model developed by HP Enterprise Services, with
20+ years of providing services to the UK Public Sector.

HP is the right technology

and service provider to
empower you to
effectively manage the IT
and business challenges
organisations face today.

HPs Next Generation Applications Management model is

a portfolio-driven approach for managing, operating,
maintaining, and enhancing applications, with expertise
across diverse application technologies including the
cloud. It provides you with options that align to your
business objectives and requirements. This approach not
only provides access to the right resources at the right
time, it also transforms your applications systems into a
streamlined, efficient, and effective environment that
performs reliably and delivers maximum performance at
the service levels you choose.
The benefits of HPs Application Management Services
include:

Be able to move beyond the past

Unlock your potential and gain control
Get clarity and choice
Get flexibility, quality and reliability
With HP, you will be able to control your applications
environment with confidence and gain from our in-depth
knowledge of the marketplace providing services to UK
Public Sector.

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HP will bring this delivery

capability to support GCloud customers through
an unsurpassed portfolio
of services that provides: Agility with EnterpriseGrade Cloud
Computing
Security, reliability, and
control of private cloud
options with flexibility
and scalability of public
cloud options
Highly automated and
fast service provisioning
and decommissioning
HPs commitment to
customer satisfaction
and service excellence.

Contact Us
ukpsframework.response
@hp.com
+44 (0)141 814 4001

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Information Assurance
This G-Cloud Service is not eligible for accreditation being a consultancy service
however our consultants are experienced and cleared to handle information and IL4+.

Backup/Restore/Disaster Recovery
Not applicable

Service Detail
Our Next Generation Application Management Services use an agreed-upon scope of
services and service level commitments to manage, operate, maintain, and enhance
your entire portfolio of applications. We can help you take optimisation to the next level
with a services-based applications management solution. With this solution, you not
only optimise the applications environment, you also right-size applications support
while setting the stage for perpetual optimisation and continuous improvement.
We help you adjust services to your business objectives and operational requirements
with a scalable, transparent operating and pricing model. This model provides flexibility
through a combination of comprehensive tiered services, predictive and adjustable
pricing, and a flexible contracting mechanism. Less-critical applications receive lower
levels of support and, as such, cost less while critical applications receive the highest
levels of support. Such flexibility extends through the life of the agreement to meet
evolving business needsadding or removing applications, adjusting service tiers, and
changing application classifications.
Three strategies help systemically change the maintenance to innovation equation:
operational excellence, service alignment, and portfolio optimisation. We work with you
to employ the right combination of strategies so you can reach the solution that is right
for you and your enterprise goals.

Operational Excellence
Operational Excellence is the foundation strategy of our Application Management
Services. It focuses on cost and delivery optimisation. This strategy provides effective
and efficient high-quality application maintenance through our industrialised global
delivery system, using a network of centres located in key onshore and offshore
locations. Our support teams are linked together via automation that is enabled by HP
EDGE platform, processes, and toolsall based on industry standards and backed by
HP service level commitments.

Service Alignment
Service Alignment focuses on aligning support for individual applications based on the
value they provide to the business. This strategy provides tiered services, business
service levels, application metrics, and predictable application-level pricing with the
option for predictive price adjustments.

Portfolio Optimisation
Portfolio Optimisation helps you further optimise your portfolio by reinvesting
maintenance and support cost savings in the modernisation of your applications and
other areas of IT. It gives you visibility into the applications portfolio so you can better
control your investments for the greatest business impact. This strategy includes our
metrics and tools for analysis, governance, flexibility management, and continuous

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improvement. Portfolio Optimisation may also include services from HPs Applications
Modernisation.

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Joining the HP Cloud Family

Onboarding
Customer enquiries and Call-Off Contracts should be directed the HP UKPS
Framework Management Centre by email to ukps.framework.response@hp.com .
Upon acceptance of the Order by HP, HP will provide the nominated G-Cloud customer
with a simple Service Request Form to capture the required order details.
Delivery of the service will commence on a date that is mutually agreed.

Customer Responsibilities
As consultancy engagements often require collaboration between the customer and
supplier in order to succeed we would expect customers to provide:
Information requested in a timely manner
Access to premises, resources and stakeholders
Engagement in the assignment management process and feedback where required.

Changes in Service
HP recognises the G-Cloud customer needs to be able to easily and flexibly change
capacity within the HP Cloud Service. One of the benefits of HP Cloud Services is the
customer can easily make, and request changes, through the G-Cloud Portal.

Offboarding and Disengagement

Beginning ninety (90) days before the Call-Off Contract is scheduled to expire, or
promptly following issuance of a termination notice, the parties shall have the following
responsibilities.
HP will:

Give periodic notice to Customer of pending expiration or termination of the CallOff Contract and cessation of Service.

Upon request, HP will hand over the set of defined deliverables for the service
engagement, including any work in progress.

Customer will do all of the following in a timely manner:

Pay the charges due as set out by HP for the work delivered

Provide a receipt for the delivery of the defined service deliverables

Details of any Trial Service available

Not applicable

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Service Management
HP Enterprise Service Management consists of standard, scalable processes, teams
and secure multi-tenant tools enabling IT service management provision based on the
ITIL framework.
The Service provides an end-to-end IT service management framework underpinning
every aspect of HP IT services, consisting of the following components:

Incident Management

Capacity Management

Problem Management

Service Level Management

Change Management

Asset Management

Release Management

Event Management

Configuration Management

Financial Management

Service Request Management

Client Access and Reporting

Service Catalogue Management

Cross-Supplier Integration

Availability Management

HP's Standard Reference Architecture (SRA), the integrated implementation of the HP

service management tool set and HP global processes. It includes all the people,
processes, tools and technology required to deliver quality services within a consistent,
secure and global IT services delivery model which complements our G-Cloud
Services.
The following table highlights portal features that give the G-Cloud customer greater
visibility into their cloud environment.

Service Description
Service

Description

Online Service
Catalogue

Provides a web-based online catalogue for ordering all cloud

services including physical and virtual servers, storage, firewall
requests, VPN set-up requests, backup and recovery services,
load-balancing pool setup and server assignments, system user
management, and OS setup; reserving additional capacity;
managing the lifecycle of cloud servers; and more.

Order Approvals

Sets up approval chain that allows all orders to be approved by

multiple individuals with varying monetary approval levels.

Reports more than 60 statistics on the G-Cloud customer

Service Health
computing systems, including one-minute load average, swap
and Performance
available, swap-in rate, swap-out rate, percent time idle, percent
Reports
of time used; with defined standards reports.
Access to Billing
Reports

Provides detailed reports used for billing cloud services. Reports

include server details such resource reservations, start/stop
date/times, and usage information where applicable.

Site Operations

Gives the ability to open and view ticket details and update
service tickets. Tickets may be created for incidents and requests
(for example, billing inquiry and new service inquiry).

Manage My Portal Gives the ability to manage your subscribed to cloud resources.
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The G-Cloud customer can execute functions such as activate a

virtual server, request a server to be backed-up,
add/remove/change a user on a system or systems, add/remove
storage, and add/delete firewall rules.

Service Constraints
To be agreed

Service Levels
To be agreed

Service Credits
To be agreed

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G Cloud
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Pricing
Price per Application, Per Month:
Application Classification
Low
Moderate
Complex
Highly Complex

Price
9,100
18,568
32,330
51,984

The price covers delivery of the following services:

Service Restoration

Processing Support

Functional Support

Performance Analysis & Improvement

Access Management

Environmental Maintenance

Service Continuity Planning

Programme Management.

The definition of an applications complexity is to be determined based on a number of

factors. HP will make an assessment after collecting the necessary information about
the applications landscape. It is assumed the application is non business critical, in a
stable operating condition, and under vender support, with sufficient supporting
knowledge / documentation in place to support service delivery.
Prices are illustrative, exclusive of VAT and subject to due diligence.

Ordering and Invoice Details

The ordering process is as described in the Onboarding section and invoicing will be as
per HP G-Cloud Terms and Conditions - Lot 4.

Minimum Order
1 year with a minimum number of applications to be determined

One-Time Charges
Not included. Applicable one-time charges that may be required, will be specified in the
order form and will be mutually agreed.

Service Charges
Not applicable

Disengagement
As per HP Lot 4 terms and conditions

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Costs and Expenses

HP charges as described in the Pricing section only include the resources and services
expressly described as HP responsibilities. It does not include expenses, cost of any
infrastructure and software licenses that may be required, unless otherwise stated.
Customer remains responsible for all such costs and expenses related to receipt and
use of this G-Cloud Service.

Termination and Termination Charges

As per HP G-Cloud Terms and Conditions - Lot 4.

Service Migration
To be determined

Training
To be determined

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Supporting Information
HP G-Cloud Terms and Conditions - Lot 4
HP G-Cloud Lot 4 SFIA Rates and Definitions

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