FUJITSU MANAGED MOBILE SERVICE

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Nov 12, 2013 (3 years and 7 months ago)

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Service Specification:


Managed Mobile Service




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Service Specification

FUJITSU MANAGED MOBILE SERVICE





OVERVIEW

OF FUJITSU MANAGED M
OBILE SERVICE

Fujitsu Managed Mobile is a global service providing lifecycle
management services for mobile compute
r

devices (Smart
Phones and Tablets) including device procurement and bulk configuration services, OTA service provision, secure policy
enforcement, app deployment, app control, remote support, reporting and mobile con
nectivity management. Built using
market leading technology components.
It is d
esigned as a turnkey service underpinned by a fully managed service
model.

This is the Service for the purpose of the Agreement.

INTRODUCTION TO
FUJITSU MANAGED MOBI
LE SERVICE

A shift in IT end user practices (often referred to as the Consumerisation of IT) has led to a growing requirement for IT
departments to allow a variety of new mobile devices access to company networks or data sources (e.g. Email). These
devices can be c
ompany owned or in some cases part of a BYOD initiative. IT departments are being forced to change
their standard work practices and standards to support these diverse devices.

It is widely accepted that to support this requirement in adherence to company
security policies some form of management
and control is required over the mobile devices and the data they access. Typically to date this is achieved by adopting
some form of Mobile Device Management solution.

A MDM solution can be complex to implement a
nd operate and in most cases requires extensive training of IT operatives.
The technology and mobile industry are fast paced and the IT department is required to stay up to date with the evolving
and expanding devices available in the marketplace. To com
pound the challenge further most of the devices in question
are designed with the consumer or end user in mind rather
than

company security or management needs. This can prove
to be an expensive and complex addition to an IT department’s responsibilities
at a time when most are being asked to
achieve more with less.

Fujitsu Managed Mobile Service is a turnkey solution designed specifically to address these requirements. A fully
managed, evergreen, standardised Service offered from the Fujitsu secure priva
te cloud, dedicated on
-
premise or as a
hybrid model.

The Service is for Customers who have a requirement to allow mobile smart devices secure connectivity to their private
networks and company data sources

Fujitsu Managed Mobile Service will enable an IT

department to embrace new technology practices and mobile smart
devices today without the significant overhead of researching, deploying and operating such a solution in isolation.

AREAS ADDRESSED

The main area that is addressed with this Service is to en
able the Customer to confidently control mobile devices and their
access to company systems and data.

APPROACH

Initial Engagement

The key to successful mobile management is to understand the Customer’s immediate and future requirements in detail.
Fujitsu

will also provide thought leadership, guidance and best practices as standard with this Service. Using
standardised requirement gathering methods and tools Fujitsu can quickly map specific requirements against standard
service models.

Planning

Once the
initial engagement has occurred then the majority on the next stage will be the detailed planning and technical
discussions about the best approach to creating the Customers private instance of the Service, including 1st line help desk
integration if requi
red, LDAP integration and also any network changes which may be required to publish specific data
Service Specification:


Managed Mobile Service




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sources (e.g. Email system) or development of private mobile apps. Fujitsu can also assist with end user transition if
required but this is normally light to
uch and self service.

Once the planning has been complete a statement of works will be produced outlining the transition plan.

Proof of Concept

A proof of concept will be arranged to allow the Customer to evaluate the Core Service.

Transition

An initial a
nalysis of the data will be performed to ensure all relevant transactions have been captured. If anything is
identified as missing or the initial analysis identifies an un
-
expected anomaly then there may be another series of data
captures performed.

Servi
ce Operation

The Service is a fully managed Service designed to be available 365/24/7. The Service will provide 2nd line multilingual
service desk as standard. Standard monthly reports will be generated and ad

hoc reports can be created.

A self service p
ortal is also available for end users.

Delegated administration access for a 1st line help desk can be provided if required.

Fujitsu will provide each customer with a specific point of contact for the following types of enquiry;



Where further information
is required about additional or related services (including by additional users of the
existing service)



Related to change requests to the existing service



Related to incident management, escalations or complaints



Related to billing enquiries



Data Securi
ty

There
are

numerous and various security options
dependent

upon specific requirements.

The private cloud model is deployed in Fujitsu Tier 3 ISO 27001 data centres and centrally supported from Fujitsu’s global
delivery centres.

All data is encrypted in t
ransit via SSL to a minimum AES 256.

Various data at rest security measures are available from device encryption to data segregation.

KEY DELIVERABLES

The scope of the Service:



Supports devices which run the following operating systems


Android (2.2 & abo
ve), Apple iOS (3.0 & above),
Blackberry (5.0 and above), Symbian, Windows Mobile (5.0 and above), Windows Phone



Device Configuration; User/Group management; mobile app deployment (Application Store) mobile app control
(white/black list); Security Policy E
nforcement; Extensive reporting



Jailbreak/Root detection



User self service portal



Mobile anti
-
virus & malware for Android, Symbian & Windows Mobile



Secure ActiveSync



Secure Email for Android



Mobile SSL VPN gateway

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Mobile Data Leakage Prevention (DLP) for M
icrosoft SharePoint



Triple layer security (checks device compliance in real time)



LDAP integration (e.g. Active Directory)



Supported by 24
x
7 multilingual global service desk (from
2nd
line)



Mobile app development



Mobile app testing & lifecycle services



Transition services



Device procurement services



Bulk device configuration and logistic services



Break fix

CUSTOMER OBLIGATIONS

The Customer is responsible for the following:



Provision of Network Topology Diagrams/Documentation



Permission for Fujitsu to acc
ess network environment



Sign
-
off of Statement of works



Provision of access to b
ack office data sources (e.g. Email system or LDAP integration)



Provision of

data such as requested for the project, such as current device quantities and growth projections.



P
rovision of a p
oint of contact for the Fujitsu Consultant to co
-
ordinate and deliver the engagement.



Response
to questions by the Fujitsu Consultant within two days
, recognising that
delays in providing information may
impact the project delivery dates.



A
n
y change control processes required to publish back office systems.



Compliance with the Customer’s Change Management Processes.



Signing of the Apple Push Notification Service certificate request (if required)



Provision of Private Keys for any back office s
ystem or application is encrypted across the network.

Fujitsu will not be liable for any delay or deficiency in providing the Service if such delay or deficiency results from the
Customer’s failure to fulfil these dependencies. Should a delay to the Servic
e result from the Customer’s failure in relation
to the above dependencies, Fujitsu shall be entitled to amend the Service, Schedule and/or Charges with no liability and
shall be entitled to charge Customer for any cost incurred as a result.

EXCLUSIONS

The

following lists the exclusions:



Any device using a mobile operating system not specified above or in the Service Specification.



Mobile device network connectivity (mobile carrier, SIM, Wi
-
Fi or other wireless internet connectivity)



Encrypted communication
s where the private key is not provided



Anything not stated in the Statement of Works unless it is covered in an agreed change control document



This service does not include a first line service desk function.


Customers will need to provide their own IT
service
desk to manage all first line calls from users. Fujitsu will provide customers with details of 2nd line support provision
and who to contact in an onboarding pack. This will be provided following placement of an order.


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ROADMAP

It is planned to enh
ance t
he managed mobile
S
ervice over time to include the following (
though this list is
not exhaustive

or

legally binding and
is
subject to change):



Secure Browsing.



Enhanced security for third party mobile apps.



Mobile notifications.



Single sign on for
mobile apps



IL2 level service by Q3 2012.



IL3 level service by Q4 2012.

CHARGES AND PAYMENT

(IL0)

The Charges for the Service are set out in the table below.

Customer will be invoiced for the Charges on completion of the Service.

When remitting payment, C
ustomer will include the applicable Fujitsu invoice that the payment applies to.

Table 1
:

CHARGES (PER MONTH)

Product

Uni
t Quantity

Unit Price

CORE service

1

£2.
82

CORE+ Secure ActiveSync

1

£1.
32

CORE+ Enhanced Security for Android

1

£1.
32

CORE+
Enhanced Mobile Security (AV/AM)

1

£1.
90

CORE+ Mobile SSL VPN

1

£2.
68

CORE+ Mobile DLP for SharePoint

1

£
2.09

Mobile Application Gateway

1

£
509.70

ENHANCED (On Premise)

POA

POA


Table 2
:

CHARGES (ONE OFF)

Product

Unit

Quantity

Unit Price

Mobile
Application Development

1

POA

Mobile Application Testing & Deployment

1

POA

Transition


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Managed Mobile Service




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DEFINITIONS

Any terms used in this Service Specification have the meaning assigned to it by the Fujitsu Cloud Service Agreement
Terms and Conditions. Additional terms used have the meaning assigned by this paragraph.

In the event of any conflict between the terms of

this Service Specification and the other documents that comprise the
Agreement, the provisions of this Service Specification shall prevail.


Table
3
: DEFINITIONS

Definition

Meaning

FMM

Fujitsu Managed Mobile

MDM

Mobile Device Management

CORE

The base
cloud service

CORE+

Defined service components of specific functionality which can be added to the
CORE service

ENHANCED

Bespoke design e.g. On
-
Premise

BYOD

Bring Your Own Device