Lot 3 – Software as a
Service (SaaS) - ITIL based Service
®
Management Software, Sostenuto ITSM.
Table of Contents
Introduction ................................................................................................... 3
Service Definitions ........................................................................................ 5
Sunrise Software ................................................................................................... 5
Service Overview .................................................................................................. 5
Functionality .......................................................................................................... 6
Software as a Service Pricing ............................................................................. 10
Customisation ..................................................................................................... 12
Information Assurance ........................................................................................ 13
Underlying Infrastructure ..................................................................................... 13
Service Onboarding ............................................................................................ 13
Service Offboarding ............................................................................................ 14
Service Availability .............................................................................................. 14
Upgrades ............................................................................................................. 14
Backup and Disaster Recovery ........................................................................... 14
Service Support ................................................................................................... 14
Professional Services .......................................................................................... 15
Sostenuto Configuration...................................................................................... 15
Training ............................................................................................................... 16
Informatics Merseyside Professional Services ............................................ 17
For more information:-................................................................................. 18
Informatics Merseyside Service Description
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Introduction
Mersey Care NHS Trust was established on 1 April 2001 to provide specialist mental health and learning
disability services for the people of Liverpool, Sefton, and Kirkby.
Mersey Care is one of only three trusts of its kind in the country providing the entire range of specialist
mental health services. Offering medium secure services for Merseyside and Cheshire, and high secure
services for England and Wales. It is the main provider of Local Services in Merseyside, within the North
West of England, having an income of over £190 Million and employs over 3, 000 staff.
Hosted by Mersey Care NHS Trust, Informatics Merseyside provides a range of specialist professional
services that supports the delivery of Cloud computing.
Informatics Merseyside (formerly known as the North Mersey Health Informatics Service) was founded in
2006 and provides a full range of health informatics services to the local Health economy. It has 320 staff
providing IM&T services and support to approximately 28,000 users, 18,000 IT devices and 750,000
patients in and around the local Health economy.
Our ambition is to ensure that the benefits of health informatics support high quality patient journeys,
through innovative tools and technology which will support clinicians and staff in their day to day work.
This service description describes those services and references the rate card on which those services
are based (where applicable).
Informatics Merseyside through its experience of delivering cloud services in the health economy works
with organisations to undertake cloud assessments, which provides a clear set of objectives and
recommendations to facilitate the development of a Cloud strategy for the organisation.
From here, comprehensive support is provided right through to project implementation including: the
definition of requirements, business case development, Information Governance guidance, project
management and security expertise.
Informatics Merseyside’s experience of migrations we will enable organisations to reach on-boarding into
cloud and can further offer guidance and support through the on-boarding process with cloud suppliers.
Informatics Merseyside are contractors for the delivery of this ITIL® based Service Management
software Sostenuto ITSM SasS application and subcontract the SaaS software to Sunrise and cloud
infrastructure to SCC.
The ITIL® based Service Management software Sostenuto ITSM is delivered using SCC’s latest
Government Cloud IaaS Platform which was recently announced as the first to win the new pangovernment security accreditation (see news story:
http://www.computerweekly.com/news/2240161838/SCC-becomes-first-supplier-to-win-G-Cloud-securityaccreditation
SCC have been hosting applications for many years however the new platform provides a ready
accredited, government-specific cloud platform which provides a high availability (99.9% or 99.95%),
secure environment at a reduced cost when compared with traditional platforms.
SCC offer a number of cloud services from their award winning data centre in Birmingham, based on
Secure Multi Tenanted Cloud (SMTC) platforms dedicated to Government organisations, each separately
accommodating IL0, IL2 and IL3 security levels.
As an example their IL3 Service is:
 Based on a Virtual Machine (VM) including a hardened, standardised Operating System capable
of operating on an Intel platform incorporating relevant management and security agents
 Providing both Burst and Elastic capabilities for CPU, Memory and Storage
 Including a guaranteed set of resources that can be defined at purchase
 Connected to a number of networks, both internet and Government specific networks dependent
upon security level
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


Backed up each evening, with a standard 10 day retention period
Providing the option for failover to our second UK data centre dependent upon the availability SLA
required
Built upon industry standard components and services
This is a private cloud in the context of it being available to the UK Government community only however
it is a multi-tenanted platform and therefore exhibits public cloud properties but restricted to UK
Government customers.
Looking for ITIL® based Service Management software? Sostenuto ITSM, from Sunrise Software, is a
powerful and comprehensive IT Service Management Solution based on the popular ITIL3 ® framework.
Sostenuto's browser-based Software-as-a-Service (SaaS) solution features an integrated suite of
processes incorporating incident management and service request fulfilment, problem and change
management, service levels, knowledge management, Service Asset and Configuration Management,
Service Catalogue Management and more.
Sostenuto also features a high degree of flexibility that allows organisations to change existing or
introduce new processes through simple configuration not code.
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Service Definitions
Sunrise Software
Sunrise Software is an independently owned software company that has been developing, implementing
and supporting Service Management and Service Desk solutions since 1994. Since that time, well over
1,000 organisations have depended on Sunrise’s software products to manage operational processes like
IT Service Desk, Customer Service, IT Service Desk Software, Shared Service Centres and many others.
In fact, wherever service is delivered within an organisation, be it to customers or internal stakeholders
and employees, chances are Sunrise’s process-centric software can make a big difference.
As an independent company, Sunrise is not beholden to external stakeholders or ownership when it
comes to decision making and direction. Sunrise instead acts on what we believe is best for our
customers and we make sure that we allow every opportunity for customers to have their say through
multiple communication channels.
Service Overview
Sostenuto ITSM, from Sunrise Software, is a powerful and comprehensive IT Service Management
Solution based on the popular ITIL3® framework. Sostenuto's browser-based Software-as-a-Service
(SaaS) solution features an integrated suite of processes incorporating incident management and service
request fulfilment, problem and change management, service levels, knowledge management, Service
Asset & Configuration Management, and Service Catalogue Management.
Sostenuto also features a high degree of flexibility that allows organisations to change existing or
introduce new processes through simple configuration rather than code.
The following are deemed part of the service:

The hosting of a Sostenuto ITSM instance in a secure SCC data centre

A number of named or concurrent service desk technician licences

A number of end-user licences for access via the self-service portal

A number of optional service days for configuration, data migration and training
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Functionality
Sostenuto ITSM is a fully featured IT service management application based on ITIL3® featuring:

Incident Management: Sostenuto offers an easy, flexible way of logging, tracking and
resolving Incidents, while automating as much as possible, in order to maximise efficiency.
Prioritisation of incidents, service level tracking, notifications to support analysts throughout the
incident lifecycle via ticker-bar announcements, SMS texts or customisable e-mails.

Request Fulfilment: Sostenuto provides the ability to track Operational Level
Agreements (OLAs), internal processes such as requests for software or hardware, which
together form the lifecycle of the Service Level Agreement (SLA). You can then analyse this data
to view a breakdown of Incidents and associated costs.

Problem Management: Sostenuto clearly separates Incidents and Problems, creating
links between the two. So, if you have ten people calling about a faulty printer (x10 incidents), a
problem can be raised to deal with the issue and solve it long-term. Once the issue has been
resolved, as you close the problem, all ten incidents are closed and populated with the fix details.
User communities are notified automatically regarding known problems via email or ticker and
close integration with change management allows problems to be tracked through to their ultimate
origin – particularly where these are caused by the rollout of other applications or upgrades.
Assess financial impacts of problems and manage resources more effectively by recording
resource utilisation and costs accrued in the resolution of the problem.

Service Level Management: Keeping control of Service Level Agreements (SLAs) is
a critical element of successfully delivering against key performance indicators and ensuring
continued customer satisfaction. Sostenuto allows you to assign SLAs to end-users, assets,
departments, Incident or Problem profiles, and create base targets against known priorities and
hours of support, while excluding unsupported days such as public holidays, from critical SLA
timing calculations. Sostenuto automatically alerts you when your SLAs are in danger of being
breached.

Asset Management: Sostenuto provides a central store for all Configuration Items be
they hardware, software, IT services or anything in between, allowing the linking of all such
configuration items to people, departments, locations and other services as required. Graphical
representation provides users with a tool to visualize the elements of their CMDB and the
associations between them.

Supplier Management: With Sostenuto, you can have a complete view of each
supplier, receive live updates and exchange information to ensure full track and trace visibility of
their actions. Third parties can be assigned their own SLAs which are recorded and measured
independently of your internal SLAs and when something goes wrong, you could be sent an
automatically generated e-mail, pinpointing what has gone wrong and showing who is
responsible. The system also works in reverse by showing you who the best performing suppliers
are, giving you more justification for working with them again.
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
Supplier Contract Management: Managing thousands of contracts spanning
hundreds of partners and suppliers can be a time consuming process. Sostenuto includes a
framework from which your contracts can be managed easily and efficiently. You can manage
contracts centrally and tie them to partners and the services or equipment they provide.
Sostenuto will define the process of internal and legal review of each contract state such as
suspension, termination and expiration. Enter names, start date, end date, licensing details,
maintenance terms and days for all the applications and relationships that will impact you. It is
possible to receive automatic notifications of contract deadlines and costs and keep on top of the
critical workload of contract negotiations.
Contract management on its own provides a strong business case for Sostenuto by revealing the
thousands of pounds wasted on licences that are not used or allowing you to renegotiate
contracts.

Knowledge Management: Sostenuto lets you track knowledge information such as
symptoms, cause and resolution details in order to better resolve incidents, and track
workarounds to problems and known errors.

Change Management: Many service desk products simply take an incident screen,
alter the wording of the fields, and say that it supports change management. Sostenuto does it
properly, offering a service which reflects the change management process as it is supposed to
be managed. Sostenuto lets you automate many common IT change requests and track the
impact, justification, severity, and inherent risks within the proposal, and then initiate approval
requests, and implementation tasks. Appropriate information automatically flows to all affected
parties and approvers.

Release Management: Sostenuto works just the way ITIL says you should work,
allowing you to achieve a greater control of all aspects of release management, but without the
hard work. Accurate information, resource planning and management are all essential
components of release management. Sostenuto allows a holistic overview of how a release
impacts all other areas of the service desk. Records are kept up to date with all change requests
relating to each release being centrally stored and updated.
Key milestones relating to each release can be flagged, with automatic alerts being sent to
interested parties when key dates are reached. Training and documentation updates can be
scheduled around key release dates, again with email notification where appropriate. Through
careful and controlled processes around release management, reductions in costs can be seen,
through better utilisation of IT resources, ensuring a greater quality of release as well as an
overall reduction of the length of time taken to roll out each release.

Product Management: Used in conjunction with order management, the product
module underpins the procurement process and acts as an approved price list of products
available to purchase. Information captured for each product includes the supplier, part numbers,
unit cost, VAT indicator, last purchase date, last purchase price as well as the expected lead time
for the part allowing analysis and further negotiation on costs. In fact, should the list price change
this will be automatically recorded in the history of the product.

Order Management: With Sostenuto’s order management, it is possible to store
information on the complete lifecycle of equipment across the organisation. Sostenuto works in
conjunction with your existing buying systems, allowing you to track what is being purchased and
offering a list of all the products that can be ordered.
Sostenuto ITSM holds and cross references all data relating to purchasing, such as current and
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historic price information, approved products lists, part numbers, order status, split deliveries,
signatories and the ultimate destination of equipment. Integration with asset register tools mean
that the entire lifecycle of all equipment can be monitored and managed from a single place.

Event Management: Event Management enables you to define rules for the actions
required by events, specifying the type of threshold which will trigger the event rule and initiate a
change or an incident as appropriate. Events coming into Sostenuto associate to the event
threshold record which in turn automatically links the record to the configuration item (CI) involved
in the event. Sostenuto’s event management allows different types of analysis and trending such
as event breaches by item type and individual item trending on the specific thresholds.

Service Portfolio Management: Service portfolio management maps the charting of a
business service from the very beginning to the point of going live. It enables the successful
implementation of a service by preparing and planning the people, processes, products (such as
services and technology) and the partners (third parties) involved with it. Continually monitoring
the development stages of a business idea helps prevent a lack of clarity and direction which
could cause the project to overrun its time and budget, or to suffer from lack of resources.
Services are grouped into business services, technical services or a combination of both. The
entire lifecycle of all services is broken down into service pipeline (proposed/in development),
service catalogue (live/available) and retired. It has the following distinct phases: Definition,
Analysis, Chartering, Design, Development, Build and Testing. You can create tasks for any of
these phases and assign them to the most appropriate personnel for completion.

Service Catalogue Management: Sostenuto lets you to create and sustain your own
service catalogue, allowing you to monitor and analyse multiple support service OLAs
(Operational Level Agreements) which together make up your outward facing business service
SLAs (Service Level Agreements).

Service Contract Management: When you create a service contract in Sostenuto you
make associations between the customer (that is, the department), the service (defined in service
management), which provides a range of service offerings for the customer, and the support level
agreement for that service - the higher the support level, the more service offerings are available.
Service offerings define the facilities within a service that are contracted to a department or a
customer.

Reporting: Sostenuto comprehensive out-of-the-box reporting allows you immediate
access to key performance statistics, operational information and valuable insight. Featuring
tabular and graphical reports with drill-down and dynamic filtering, the right information is never
far away. Such reports can be extended using in-house skills or Sunrise's team of professional
services.
Customers can also use the integrated reporting wizard to generate simple reports on the fly.

Email Monitoring: The Sostenuto Mail Processor continually monitors your support
inboxes and can automatically raise new Incidents without any human intervention. Not only that
but Mail Processor can add update notes, or even close Incidents with just an email command.
Extend this over the rest of the Sostenuto services for an even greater level of automation.

KPI Monitoring (Optional): Sostenuto Wallboard monitors and displays key support
performance indicators, presenting these as a range of visualisations including pie, column, bar
and line charts, RAGG indicators and more. All visualisations can feature one or more series of
data allowing comparisons with previous month’s performance to be easily viewed.
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
Self Service (Optional): Sostenuto Iguana is a powerful web2.0 browser-based selfservice interface allowing end users access to raise new incidents, or service requests, search
the knowledge base or review existing known errors or service outages.

Sostenuto Mobile (Optional): For support technicians with a smartphone or tablet,
Sostenuto mobile ensures that they can always access the latest Incident queues, add notes,
review task lists or close Incidents using their favourite device.
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Software as a Service Pricing
The Service is charged on the basis of a monthly fee per person/user that is licenced to access and use
the system. 'Users' can be licenced as 'named' or as 'concurrent' - differing pricing applies to these licence
types. Minimum agreement length is 12 months. Longer agreements are available at reduced terms.
Pricing quantities are laid out in the table below, on the basis of a 12 month agreement.
Quantity
Named User
Concurrent User
1 - 50
£55/month
£70/month
51-100
£50/month
£63/month
100+
On request
On request
Self Service Portal up to 5,000
users
£300/month
N/A
Self Service Portal over 5,000
users
£500/month
N/A
Training, Implementation and Consultancy Services
On-Site 'Train the Trainer'
£1500/day
User course
On-Site System Administrator
course
£1,500/day
On-Site System Configuration
course
£1,500/day
Off-site courses
£700/delegate/day
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Ensure/Advise
Initiate/Influence
Set Strategy/Inspire
5.
6.
7.
Apply
3.
Enable
Assist
2.
4.
Follow
1.
Skills for the Information Age (SFIA) Definitions & Rate Card
Standard Rate Card
Project Management
£950
Business Analysis
£950
Custom Report Writing
£950
Data Import and Integration Services
£950
System Configuration Services
£950
The rates quoted above are for resources wholly provided by Sunrise Software Limited
Standards for Consultancy Day Rate cards
Consultant’s Working Day –7.5 hours exclusive of travel and lunch.
Working Week – Monday to Friday excluding national holidays
Office Hours - 09:00 – 17:00 Monday to Friday
Travel and Subsistence – For onsite training and services, day rates exclude reasonable travel and
subsistence charges, payable by the client.
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Customisation
While Sostenuto ITSM provides out-of-the-box functionality designed around ITIL3®, it is a flexible tool that
allows significant configuration capabilities that allow it to be tailored specifically to the requirements of the
customer, including the creation of entire new application features and modules.
Sostenuto allows administrators to create new fields, redesign screens, build new workflows and service
lifecycles, automate key processes using the powerful business rules engine, as well as create new
system alerts to keep you notified of any critical situations. Additionally, administrators can segment data
using filters, create a truly granular security model, and create integrations using REST or SOAP based
connectors.
Sostenuto favours "configuration" over "coding" and administrators will never have to be "part
programmer" in order to get the best out of their solution.
All Sostenuto instances are specific to each customer and ensure all customisations are carried forward
when any application upgrades take place.
Client Requirements
The minimum client workstation running the standard Java interface configuration is detailed below

CPU: Minimum 1.8 GHz processor, 1.8 GHz Dual Core processor or higher
recommended

Memory: Minimum 1 GB RAM, 2+ GB RAM or higher recommended for administration
and configuration

Disk Space: Minimum 2 GB of available disk space.

Client Operating System: Windows XP SP3, Windows Vista SP2, Windows 7 SP1,
Windows 8



Supported Browsers: Microsoft Internet Explorer 7, 8, 9, 10, Mozilla Firefox, Google
Chrome and Safari
Java Runtime Environment (JRE) 1.7.0_13+
Smartphones and Tablets: iPhone 3GS, 4, 4S, and iPad via Safari, Blackberry Torch,
Curve and Playbook via native Blackberry browser, HTC Desire and Galaxy S via Firefox,
Chrome or built in Android Browser.
Bandwidth requirements are minimal with each transaction being heavily compressed.
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Information Assurance
The Sostenuto ITSM service can be provided on the following Impact Levels (IL):

IL2 - Protect

IL3 - Restricted
The service is delivered from a pre-accredited infrastructure provided by SCC and is connected to an
appropriate Government network or the Internet. SCC ensures security hardening and patch management
is maintained in line with the code of connection and CESG documentation including all relevant Good
Practice Guides. The SCC platform is approved and available to use.
Underlying Infrastructure
Sostenuto ITSM service utilises the level 2 Software-as-a-Service maturity model where every client has
their own instance of Sostenuto and distinct database, with all applications shared across load balanced,
and fault tolerant servers. This gives clients the best of both worlds meaning they benefit from the costs of
Software-as-a-Service but still have the independence of a separate database and the ability to configure
the system however they wish.
In terms of technology Sostenuto utilises Microsoft Windows Servers delivered on Apache Web Servers
utilising Microsoft SQL Server databases. The application itself is developed in Java.
For integration interfaces we deploy open Application Programming Interfaces (API’s) that clients can use
to integrate the solution with other applications. Sostenuto offers both REST and SOAP based APIs to
give clients a choice of integration mechanisms.
Service Onboarding
Customers shall subscribe to the service for the contracted period based on the number of licences and
optional interfaces required.
The deployment will take place on receipt of an order within a secure cloud environment hosted by SCC in
their Birmingham data centre, where a unique and secure instance will be created within the online GCloud environment. This environment will be created based on the anticipate usage and licensed holding
of the client. The application will be installed and provisioned within this instance including all the main
interfaces that have been purchased.
Further onboarding activities, such as configuration, and data migration are also undertaken at this point.
Descriptions of these services can be found later in this document.
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Service Offboarding
All transactional data is available to download at any time based on the users security rights by
simply exporting in CSV format the selected filtered list, i.e. "All Incidents".
A full data extraction is available in a common format, such as CSV or XLS, by Sunrise on
request from the customer in the event of service offboarding. In addition, the Sostenuto
instance and all backups shall also be destroyed using industry standard methods appropriate to
the information level of the data.
Service Availability
As a web-based solution, all customers with valid login credentials can access Sostenuto ITSM
using a supported web browser to use, administer or configure the IT service management
solution. A full list of supported browsers can be found later in this document.
Service availability targets are the planned percentage of time for which the Service is in
operation, excluding any planned maintenance time required for infrastructure or application
upgrades. The infrastructure on which the service sits is assured at 99.9%. Availability is
calculated per calendar month.
Upgrades
Sunrise release 1-2 major updates per annum as well as several minor updates. All Sostenuto
instances automatically upgraded at a mutually agreed time out of hours, during which the
application and any infrastructure will be upgraded, and databases migrated to the latest
versions. All customisations of Sostenuto are always carried forward.
Backup and Disaster Recovery
All customer data is automatically backed up and stored securely for a period of 10 days.
Additional data back-up services and disaster recovery can be arranged upon request
depending on the requirements of the customer. These can be discussed during initiation of the
service.
Escrow services can be provided for an additional charge.
Service Support
Incidents can be logged on a 24-hour basis, but Sunrise will only be required to respond during
the Telephone Support Business Hours. These are Monday – Friday 8.30am – 5.30pm,
excluding UK bank holidays.
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We will use commercially reasonable endeavours to reach the following response and resolution target
times:
Priority
Target Response
Target Resolution
1
1 Hour
3 Hours
2
3 Hours
1 Day
3
6 Hours
3 Days
4
1 Day
5 Days
Elapsed times shall be measured against the Telephone Support Business Hours of the service.
Priority Definitions:

Priority 1 Critical: All or significant functionality unavailable, causing a significant
operational impact.

Priority 2 High: Significant functionality unavailable, but interim workaround is
available.


Priority 3 Medium: Certain aspects of functionality, no operational impact but
inconvenient.
Priority 4 Low: Requests for Information or Incidents on test system.
The Service Levels start when the Incident is moved to the Open state. If your Incident is urgent please
call the Service Desk on 020 8391 4646.
A response is defined as our acknowledgement of the Incident with an update on the progress.
Resolution is defined as identifying and advising the Licensee user of the steps to resolve or supplying the
next release. If no response is received from the after three attempts to contact the Licensee the Incident
will be marked as resolved. Sunrise provide support for the application and its normal usage and
continued operation including all components, operating systems and databases used in the provision of
the Service. Support of the physical infrastructure on which the service sits is supported by SCC.
Professional Services
The Sunrise Services team provides a number of specific consultancy services for customers. Services
range from Business Analysis to Active Directory synchronisation to custom Report Writing, all designed
to help customers fully utilise their Sunrise product. A Sunrise consultant or project manager is assigned
to manage each individual project to ensure that the best possible service is maintained and to ensure
that each and every customer has a single point of contact.
Sostenuto Configuration
The first step in configuring Sostenuto will normally be a scoping meeting, during which one of our
business consultants will sit down with you to help you define what you are aiming to achieve
from your project. Sostenuto is a very flexible product that can be shaped to fit your business, so
at this stage we define your requirements, which could be anything from a packaged version
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that ‘does what it says on the tin’ to a completely custom solution that fits your unique
requirements. We discuss with you how the software will work in practice to achieve your goals.
We also agree the level of consultancy that will be required during the implementation process.
Once your project has been scoped, it will be handed over to our implementation team, who schedule the
days to carry out the software installation and any configuration work that is required.
During the whole project, you will have access to our ‘project portal’, providing you and your team with
visibility of its progress, and helping you to keep track of actions required to successfully complete your
implementation.
Data Migration
The Sunrise Data Migration service includes not only the ability to bring information from directory
services such as LDAP, Active Directory and NDS, but also from existing support applications from any
supplier or any ODBC compatible data source.
The amount of time required to import data will vary from client to client and will depend upon many client
specific factors. Analysis and planning of the work required will be taken into account as an integral part of
the project.
Training
Sunrise provide three training courses for users that will have the administration rights to configure and
make changes to Sostenuto. Sunrise recommend a minimum of 2 delegates attend these courses. These
courses can be offered either at the Sunrise Offices or at the customer’s offices. The 3 courses are as
follows:

Sostenuto User Training (2 day course) - This course is designed to meet the needs
of both support management and staff who use Sostenuto on a day-to-day basis and thus require
detailed knowledge of the service desk.

Sostenuto Administration Training (1 day course) - This course is designed with the
Service Desk administrator in mind and covers Sostenuto Security and Filter Management. Upon
Completion of the course delegates will be able to set-up Create User Accounts, Filter Security
Rights and Create Groups.

Sostenuto Configuration Training (2 day course) - This course is designed with the
service desk administrator in mind and covers all areas of Sostenuto necessary to tailor the
system. Upon Completion of the course delegates will know how to create a new service.
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Informatics Merseyside Professional Services
Informatics Merseyside can also offer professional services to assist with the design,
development and deployment of the ITIL® based Service Management software Sostenuto
ITSM that are provided by the Lot 4 submission.
These services can include the following services:
 Cloud Transition services
 Technical Cloud Project Management
 Business Change
 Cloud security constancy
 System Consolidation and Virtualisation Consultancy
 Cloud Migration services
 Product Evaluation
 Project Management
 Programme Management
 Cloud Business Development
 Cloud Strategy.
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For more information:Go to http://www.imerseyside.nhs.uk/Innovations/cloud_computing.aspx .
Or email g-cloud@merseycare.nhs.uk .
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