Annex II: Project Terms of Reference · c. Is in compliance with the internal OLAs and processes of...

RFP for the design of UNAIDS IT Service Catalogue, SLAs and underlying inter-unit processes and OLAs

Annex II: Project Terms of Reference


UNAIDS/DRM/IMT

TABLE OF CONTENTS

TABLE OF CONTENTS................................................................................................................................2

1. CONTEXT AND OBJECTIVES ..........................................................................................................4

1.1 UNAIDS - The Joint United Nations Programme on HIV/AIDS ...........................................4

1.2 Needs of the IMT Division ......................................................................................................4

1.2.1 General presentation of the division..........................................................................4

1.2.2 Business Case...........................................................................................................4

1.3 Statement of objectives of the project..................................................................................6

1.3.1 Top level objectives ...................................................................................................6

1.3.2 Outcomes ..................................................................................................................6

2. PROJECT TERMS OF REFERENCE ................................................................................................8

2.1 Scope & Delivery of Work ......................................................................................................8

2.1.1 Overall plan................................................................................................................8

2.2 Stage 1 – Preparation stage.................................................................................................10

2.2.1 Global scope............................................................................................................10

2.2.2 Responsibilities of the contractor and IMT ..............................................................10

2.2.3 Expected outcomes .................................................................................................10

2.2.4 Other requirements and elements for the response document...............................11

2.2.5 Deliverables for Stage 1 and acceptance process..................................................12

2.2.6 Stage milestones .....................................................................................................12

2.3 Stage 2 – Development of Service catalogue, SLAs, internal processes and OLAs 13

2.3.1 Global scope............................................................................................................13

2.3.2 Duties of the contractor ...........................................................................................13

2.3.3 Expected outcomes .................................................................................................13

2.3.4 Other requirements and elements for the response document...............................14

2.3.5 List of deliverables for Stage 2 and acceptance process........................................14


2.4 Scope of Stage 3 – “Application of the method by IMT” ..................................................14

2.4.1 Global scope............................................................................................................14

2.4.2 Specific stage requirements ....................................................................................15

2.4.3 List of deliverables for Stage 3 ................................................................................15



3. MILESTONES AND DEADLINES ....................................................................................................16

4. CURRENT INFORMATION TECHNOLOGY SERVICES ................................................................17

4.1 IT Services .............................................................................................................................17

4.1.1 IT Training and Support Services............................................................................17

4.1.2 Communication/Collaboration Services ..................................................................17

4.1.3 Network Connectivity Services ................................................................................18

4.1.4 Applications Services ..............................................................................................18

4.1.5 Applications development services .........................................................................19

4.2 IT Infrastructure ....................................................................................................................20

4.2.1 Network....................................................................................................................21

4.2.2 Servers ....................................................................................................................21

4.2.3 Data Storage............................................................................................................21

4.2.4 Data Backup /Restore .............................................................................................21

4.3 IMT Internal processes .........................................................................................................22


UNAIDS/DRM/IMT

1. CONTEXT AND OBJECTIVES

1.1 UNAIDS - The Joint United Nations Programme on HIV/AIDS

UNAIDS, the Joint United Nations Programme on HIV/AIDS, is an innovative joint venture of the United Nations family, bringing together the efforts and resources of ten UN system organizations in the AIDS response to help the world prevent new HIV infections, care for people living with HIV, and mitigate the impact of the epidemic.

With its headquarters in Geneva, Switzerland, the UNAIDS Secretariat works on the ground in more than 80 countries worldwide. Coherent action on AIDS by the UN system is coordinated in countries through the UN theme groups, and the joint programmes on AIDS.

Cosponsors include UNHCR, UNICEF, WFP, UNDP, UNFPA, UNODC, ILO, UNESCO, WHO and the World Bank.

UNAIDS helps mount and support an expanded response to AIDS – one that engages the efforts of many sectors and partners from government and civil society.

1.2 Needs of the IMT Division

1.2.1 General presentation of the division

The IMT division is composed of teams delivering information management and technology services for the Secretariat in Geneva and in field locations. IMT is structured around one management team and 5 different units covering activities as described in following picture:

Figure 1 - Services offered by IMT

The IMT division is composed of around 25 staff members in Geneva and 7 Regional ICT Coordinators (reporting to the FIT unit) located in field locations (Moscow, Cairo, Port of Spain, Panama, Johannesburg, Bangkok, Dakar).

1.2.2 Business Case


In the recent years, the IMT Division (Information Management and Technologies) has grown:

IT services offered by IMT to the Secretariat cover a wide range of functions and technologies.

The division has now an established presence in the field, with 7 regional ICT coordinators in the 7 Regional Support Team. The IMT division has considerably increased the support of UNAIDS’ regional and country offices (around 90).

Staff of the division has increased and the structure has changed. With the creation of new units, interactions between teams have changed.

The IT needs of the UNAIDS Secretariat has also evolved, due to the evolution of the Organization itself. In alignment with the IT Strategy designed in 2006, and outcomes defined at departmental level, IT policies are under design.

The result of the changes is an increase of the complexity of UNAIDS IT operating model and the rise of different risks: duplication of work, lack of processes inside the division, lack of information about the services provided by the division to the Secretariat, difficulties for establishing efficient communications about IT, difficulties in the management of the expectations/requirement of the “IT users”, unclear limits of responsibilities across the IMT units.

In order to put the IT operating model in alignment with the needs of the Secretariat and have an efficient framework for delivering services both within the division and outside the division, IT service level agreements and IT operational level agreements need to be defined, implemented, monitored.

Figure 2 - IMT as service provider for the Secretariat


UNAIDS/DRM/IMT

Figure 3 - Internal IMT processes / OLAs relating to a specific service

1.3 Statement of objectives of the project

The project is entitled:

Design of UNAIDS IMT Service Catologue, SLAs and underlying inter-unit processes and OLAs

For convenience in this document or in response documents, the project can also be called “”

For this project, IMT has stated top level objectives and intermediary outcomes.

1.3.1 Top level objectives

The study has two top-level objectives:

1) Building an IT service catalogue including SLAs, that

a. Takes into account the needs of our user community

b. Can be used for efficient communication with our user community

c. Is in compliance with the internal OLAs and processes of the IMT division

2) Ensuring that the IMT division has internally all the documentation, tools, methods, knowledge and agreed processes in place to manage, deliver, monitor, report on and update IT services to the rest of the Secretariat, in compliance with the ITIL V3 Framework. The result includes a minima:

a. Ensuring that the correct internal processes are defined and in place to deliver the IT services

b. Having in place the key OLAs between the different IMT units delivering the services

c. Having in place methods and tools to update and monitor the services, the processes, the SLAs and the OLAs.

1.3.2 Outcomes


To achieve these objectives, the project has been split in three stages, with expected outcomes for each stage. The stages and outcomes are described in “Section 2, Project - terms of reference”.

An “outcome” is not an activity/task, neither a deliverable. An outcome is a checkpoint and a guarantee that the project is on a good track and done correctly. Obtaining the different outcomes of stage 1 will ensure that stage 2 can start.

The Bidder is asked, in the response document to explain how the outcomes will be obtained, by describing for each outcome the related project tasks and deliverables.


UNAIDS/DRM/IMT

2. PROJECT - TERMS OF REFERENCE

2.1 Scope & Delivery of Work

The work to be completed and provided by the successful bidder is described in the following scope of work and deliverables. The scope of the work is divided in three major components referred to herein as “Stages”:

o Stage 1 – Preparation

o Stage 2 – Creation of the Service Catalogue, OLAs, SLAs, internal processes

o Stage 3 – Application of the method by IMT

Stage 2 depends on the result of Stage 1, hence Stage 1 needs to be completed, delivered, accepted and approved by UNAIDS before Stage 2 can begin. For the acceptance process, please refer to Annex I - Acceptance Process.

2.1.1 Overall plan

The proposed plan for the three stages is as follows. Please note that a) the activities to be done by the future contractor in the scope of this RFP are in green and b) the size of the activity boxes or the size of the stage arrows are not proportional to the required workload.

The subsequent diagram is not a project plan, but a summary of the three stages.

Figure 4 - Stages


The IMT continuum is a virtual repository of all documents describing what is done and how by IMT. It includes also the elements outside IMT that are binding IMT with the rest of the Secretariat, in term of Service Level Agreements: eg. IMT mission statement, decisions of the Senior Management, external rules and regulations applying to IMT or other policies.

The IMT continuum is constantly updated. It must be used at any point in the project, and the methodology designed for the creation of the Service Catalogue in stage 2 must allow incorporation of elements in the IMT continuum newly available (eg: future IT service continuity policies).

Figure 5 - The IMT Continuum


UNAIDS/DRM/IMT

2.2 Stage 1 – Preparation stage

2.2.1 Global scope

The stage is dedicated to the preparation of the entire context that will allow starting the creation of the service catalogue and the definition of internal processes, OLAs and SLAs. We need to ensure that we have a defined methodology, a clear and correct plan, and all technical elements to start the stage 2.

Stage 1 is completed when all the outcomes are obtained. It should be noted that an outcome is not activity or task, neither a deliverable. Different and multiple deliverable and activities/tasks can relate to one outcome.

2.2.2 Responsibilities of the contractor and IMT

In this specific stage, IMT will provide information to the Contractor. It is planned for example, IMT to carry out meetings with the users on the expectations of IT service delivery. The results of these meetings/surveys will be made available and the Contractor may participate as well in such meetings.

The main responsibility of the contractor is, based on its experience, best practices and standards (ITIL), to setup a context (methodology, tools, plans,…) tailored to the needs of the UNAIDS Secretariat for the creation of the Service Catalogue, the internal processes, OLAs and SLAs.

The Contractor has therefore the responsibility to understand, analyse IMT’s needs and documentation, coordinate meetings and request for specific information, and produce the different documents. The Contractor has also an advisory role and, in case information is missing, take the lead to organize workshops and meetings with IMT staff.

2.2.3 Expected outcomes

The response document will include, for each outcome, a description on how the bidder proposes to meet it.

During stage 1, we following outcomes will be obtained. All need to be obtained so that stage 1 is validated.

Outcome #

Outcome Short title Description

1-1 Service catalogue –user perspective

The way the service catalogue is designed will reflect the user perspective allow efficient communication with our user community.

1-2 Balance of scope and level of detail

The way IT services, SLAs, OLAs and internal processes will be defined is clearly defined in term of content and format. It will prove an efficient balance between the level of details required and the scope of elements to be covered in stage 2.

1-3 Methodology design There is a documented and agreed (between IMT and the contractor) methodology on how, in the stage 2, the IT services, SLAs, OLAs and internal processes will be created, consolidated, documented (depending on the case).

1-4 Methodology scope This methodology must address following different cases: Documentation and re-documentation of services

into a service catalogue Creation, documentation of missing SLAs, or


redocumentation of existing ones. Creation, documentation, agreement of missing

OLAs or redocumentation of existing ones. Creation, consolidation, documentation or

redocumentation of internal IMT inter-unit processes 1-5 Methodology

products Outputs of the methodology (documents) must be clear, written in English, with standard tools (eg MS Office, MS Visio) and show the clear responsibilities of the different actors.

1-6 Methodology applicability

The methodology must be designed in a way that it will be later applied by IMT without support of the contractor

1-7 Methodology Scaling The methodology must be designed in a way that the level of detail can be chosen (for example, applying the methodology at high level rather than going into details, or applying the methodology at a deeper level on specific cases needing it).

1-8 Change management and monitoring

The methodology also includes a description of later change management and monitoring process. This process will describe how services and processes are updated and monitored by IMT after the study.

1-9 IT services and processes dependencies

The current IT services, processes and different agreements will be analyzed in such a way that dependencies, gaps, importance of processes will be clearly documented.

1-10 Tools All the tools used for Stage 2 and later will be agreed, set-up and tested. This includes also the document templates, such as for the description of a SLA, OLA, internal process or the full IT service catalogue.

1-11 Stage 2 Project Plan A clear project plan will be done for Stage 2. 1-12 ITIL compliance Approach, contents and deliverables of the study will be ITIL3

compliant. 1-13 Methodology -

validation The methodology and the change management/monitoring process (for the creation of IT services in the service catalogue, SLAs, OLAs, and internal processes) will be tested and validated on current IT services that are already well documented and work.

1-14 Project planning Stage 1 will start with a project initiation phase which will Describe the governance, the communication

mechanisms and quality assurance aspects of the rest of the project.

Set-up the plan of the rest of stage 1 1-15 Project products The contractor will provide on electronic basis the documents of

the project: project plan, meeting notes and minutes.

2.2.4 Other requirements and elements for the response document

The delivery of stage 1 and stage 2 will last for a maximum of than nine months.

Taking into this time frame, the Bidder is in charge of proposing a project approach and an indicative project plan that allow reaching the outcomes of the stage.

It is not expected to have at the end of stage 2 a fully completed IT service catalogue described in all the details neither to have all the internal IMT processes described in details. The Bidder is responsible, with its experience in this type of study and in light of elements about UNAIDS/IMT described in this RFP, to propose an approach that balances well the level of details required, with the scope of services to cover, and the time-frame.

Referring to its own experience or industry best practices, the Bidder can propose outcomes (and therefore activities and deliverables) in addition to the ones listed by IMT.


UNAIDS/DRM/IMT

2.2.5 Deliverables for Stage 1 and acceptance process

The Bidder will propose and document in the response document the deliverables of the stage.

- Each outcome as described earlier in the document (or proposed by the Bidder) must be related to at least one deliverable.

- All the document deliverables are in English, using MS Office 2003 file formats.

- Please note that the selected Contractor will have also to provide project deliverables, such as project plan, and meeting minutes (refer to the last outcome of this stage).

The deliverables for stage 1 must be described in the response document.

Deliverables will be subject to the acceptance process (annex document). The acceptance process is applicable for the whole stage (stage acceptance) as well as for documents and minutes.

2.2.6 Stage milestones

The first stage includes 3 Milestones:

- MS is the start of the project

- M1 is the end of the project initiation phase-

- M2 is the end of the stage.

The Bidder will propose M1 and M2 in the response document in light of the expected time frame for stage 1 and 2 (nine months),


2.3 Stage 2 – Development of Service catalogue, SLAs, internal processes and OLAs

2.3.1 Global scope

The objective of this stage is for IMT to

- Have key IT Services documented in an IT Service Catalogue (with their SLAs).

- Have identified, clarified, consolidated and documented the IMT internal processes to support these services

- Have documented and defined OLAs within IMT to deliver these services, with the responsibility of the different actors.

The work in stage 2 will have been prepared in stage 1, in term of scope, tools, method and plan.

2.3.2 Duties of the contractor

It is important to note that all following tasks are part of the duties of the Contractor:

- Identification and documentation of the current internal processes, OLAs, IT services and SLAs

- For the missing information (eg: missing internal processes and OLAs)

o Coordination of the work in IMT to identify the processes and OLAs (through meetings and workshops defined and organized by the contractor)

o Documentation of the results

It is expected from the contractor to work only at a level of details that makes sense for the quality of the result.

2.3.3 Expected outcomes

During stage 2, we following outcomes will be obtained. All need to be obtained so that stage 2 is validated.

Outcome #

Outcome Short title Description

2-1 Stepped approach in delivering the plan

The activities in stage 2 will be carried out in different steps/iterations. This project plan will show a logical priority order, and an iterative approach ensuring that at each step we obtain a tangible result. We don’t want to do all the OLAs first, or all the SLAs first, but built the Service Catalogue step by step, ensuring that IT services SLAs OLAs internal processes are compliant and agreed at each iteration.

2-2 Knowledge transfer The knowledge transfer on method and tools to IMT is such that


UNAIDS/DRM/IMT

to IMT IMT can continue building the Services Catalogue, but also design/update/monitor OLAs, SLAs, internal processes and services without the presence of the supplier.

2-3 Clear internal processes

The key internal inter-unit processes will be consolidated, documented and agreed.

2-4 OLAs For all the processes described, OLAs will be defined and agreed by teams. The OLAs will be compliant with the SLAs on services. In addition to the processes, the OLAs will describe the roles and responsibilities of the different teams.

2-5 Services and SLAs Services are described with their SLAs and grouped in one catalogue.

2-6 Testing and validation

For each iteration (as define in outcome 2-1), the results in term of services, agreements and processes will be tested and validated to ensure their coherence.

2-7 Preparation of Stage 3

The organization of stage 3 will be defined as well as the criteria for closing the project.

2-8 Project products The contractor will provide on electronic basis the documents of the project: project plan, meeting notes and minutes.

2.3.4 Other requirements and elements for the response document

Refer to the comments in 2.2.4 which are also applicable here.

2.3.5 List of deliverables for Stage 2 and acceptance process

Refer to the comments in 2.2.5 which are also applicable here. The deliverables for stage 2 must be described in the response document.

Deliverables will be subject to the acceptance process (annex document). The acceptance process is applicable for the whole stage (stage acceptance) as well as for documents and minutes.


Stage 2 starts at the milestone M3.

The milestones M2 (end of stage 1) and M3 (start of stage 2) can be concomitant, or, in other case, very close.

The stage will include a certain number of milestones numbered M4-1 to M4-x. Each milestone will represent the end of an iteration in which substantive results will be obtained, tested and validated.

Taken his experience for this type of projects and the documentation available in the RFP document, the Bidder will propose the frequency, the quantity of intermediary milestones and the results obtained at these milestones.

The last milestone of the stage 2 is M5. At this milestone, the stage 2 will have been validated and IMT be ready to continue the work by its own.

2.4 Scope of Stage 3 – “Application of the method by IMT”

2.4.1 Global scope

The stage 3 represents the use of the tools, processes and methods by IMT and without the support of the contractor to: update and maintain the OLAs, internal processes, SLAs and service catalogue..


2.4.2 Specific stage requirements

The bidder can propose regular meetings to follow-up on the use of the tools and processes and provide advice or fine tuning. The organization of stage 3 is actually part of the outcomes of stage 2.

The closure of the project will happen during a final meeting at the end of this stage.

2.4.3 List of deliverables for Stage 3

There is no deliverable to be done by the contractor in stage 3. Potential corrections should be done as part of the warranty period defined. The phase is mostly carried out by IMT.


The Stage 3 starts once the Stage 2 is accepted (milestone M5), at milestone M6.

The milestones M5 (end of stage 2) and M6 (start of stage 3) can be concomitant, or, in other case, very close.

The stage ends at milestone M7.

The period of time between M6 and M7 is used by IMT to try the methods, processes and tools defined in Stage 1 and Stage 2 and continue updating the service catalogue, SLAs and OLAs, without the contractor’s support (Validation of the tools).

This period of time is fixed: 2 Months.


UNAIDS/DRM/IMT

3. MILESTONES AND DEADLINES As part of the response, bidders must include a proposal for the implementation schedule for their work. Work should be estimated to commence after the receipt by the selected bidder of a letter of intent from UNAIDS. The following implementation schedule is that currently envisaged by UNAIDS, but bidders may propose alternatives to this schedule. Dates identified as “Deadline” are fixed dates and bidders must take these into account in their proposed implementation schedule and demonstrate that they are able to meet these deadlines.

Milestones Description MS Start of Stage 1.

Aafter reception by the contractor of the official letter of intent to contract.

M1 End of the project initiation phase

M2 Acceptance of the end of Stage 1

M3 Start of Stage 2

M4-1 Intermediary milestones corresponding to iterations in delivery of substantial results of the content of stage 2.

M4-x Intermediary milestones corresponding to iterations in delivery of substantial results of the content of stage 2.


M6 Start of Stage 3


End of the validation period by IMT of the tools, methodology created in stage 1 and stage 2 to update the service catalogue, the SLAs, the internal processes and the OLAs.

Imposed constraints on project schedule :

The period from MS to M5 is a maximum of nine months

The period from M6 to M7 is exactly two months


4. CURRENT INFORMATION TECHNOLOGY SERVICES Information Technology (IT) services at UNAIDS Secretariat are coordinated through the Information Management and Technology (IMT) Division in the Department of Resources Management (DRM).

4.1 IT Services

IT services currently provided include but not limited to the following:

4.1.1 IT Training and Support Services

o Desktop support: Support for desktop/laptop, BlackBerry and printer systems. Support is comprised of installation, configuration, maintenance, trouble-shooting and disposal of the above systems. Desktop Support Service is provided by the Global Service Desk (SDK).

o Incident management: The Global Service Desk is the central communications hub for all IT issues and is the first point of contact for all IT-related support enquiries. The SDK is accessible to users by phone, e-mail, the Intranet or simply by walking in. The Global Service Desk ensures that all incidents are logged and, whenever possible, resolved at the first point of contact. If required, incidents are escalated to expert staff within the Network and Infrastructure Management team (NIM), the Software Integration and Development team (SID), and the Field IT Services team (FIT).

o Outage and change notifications: IT service outage notifications are provided to UNAIDS users by the Global Service Desk. Notifications are scheduled well in advance and the Global Service Desk staff coordinates responses to all queries regarding outages.

o IT training: The Global Service Desk provides IT training for a wide variety of IT courses (MS Office applications and internally developed applications) that enable UNAIDS staff to make efficient and effective use of information systems in their work. The training program is open to all UNAIDS staff.

o Software requests: IMT has put in place, for the whole Secretariat, a mechanism to streamline the software installation requests. This is provided as a service to the end-user who has to fill in a form for any software installation (that is not in the list of agreed standard software). Based on this information, IMT can examine the request and recommend or not the purchase and installation of the product.

4.1.2 Communication/Collaboration Services

o E-Mail and calendaring: E-mail (MS Outlook and OWA) and calendaring is provided to all UNAIDS staff and access is available throughout the UNAIDS Network and via Remote Access for those travelling or accessing e-mail from home.

o E-mail vaulting (Enterprise Vault): Vaulting stores e-mail and attachments in a way that does not impact the levels of storage in a user's mailbox, yet allows the user to access vaulted e-mail from anywhere in the world. E-mail Vaulting is provided to all UNAIDS staff.

o BlackBerry: BlackBerry service allows staff to have wireless access to their e-mail (including e-mail Vaulting), calendar, address book, tasks, and notes by connecting to the UNAIDS e-mail system using BlackBerry handheld devices. A BlackBerry device is provided to a limited number of staff in accordance with the UNAIDS Blackberry Policy.

o Video conferencing: Video conferencing facilities are available for headquarters, regional support team offices and selected country offices and are bookable as required.


UNAIDS/DRM/IMT

o IP telephony: IP telephony facilities are available for headquarters, regional support teams and selected country offices and are used for internal communication.

o Shared file storage (FileShare): Each department/office within headquarters and RST office is assigned a location on a network to store the department/office’s data; the data is shared with read/write permission between all staff in the department and read only permission for all UNAIDS staff. File storage for country offices is currently done independently by the office or by the local cosponsor.

o Individual file storage: Headquarters users are assigned a folder called “My Documents” to store their data. The “My Documents” folder is stored on the network and it is backed up nightly. Staff can access their documents in their “My Documents” folder from any online computer. Individual file storage for RST and CO office is currently done independently from HQ and it is provided by local Cand locally. Individual storage for country offices is currently done independently by the office or by the local cosponsor.

o Secured file transfer (FTP): The Secure File Transfer Service allows staff to send large documents securely and confidentially over the Internet.

4.1.3 Network Connectivity Services

o HQ Network: HQ Network is used to access resources including printers, fax facilities and applications. Access to the HQ network is provided to all UNAIDS staff.

o Wide Area Network (WAN): Access to the HQ Network for RST offices is provided over the WAN with a guaranteed level of service. Country Offices (COs) users utilize the Internet for accessing the HQ Network via secure, but non-guaranteed connection.

o Internet services: Internet access for staff at the headquarters and regional support team offices is provided locally (i.e. staff can access the Internet from their offices) and the access is managed and supported by ITM. Internet access for staff at country offices is provided by IMT and managed locally.

o Remote access: Access to resources on the UNAIDS Network from an external network or from home is provided via remote.unaids.org or dial-in.

o Wireless network connectivity (WiFi): Secured WiFi access in the HQ and most of the RST and New York offices are provided in selected locations within the offices.

4.1.4 Applications Services

o UNAIDS website: The UNAIDS website (www.unaids.org) service is coordinated by the Communications and Knowledge Sharing Division. Access to the website is open to the public.

o UNAIDS Intranet: The UNAIDS Intranet web portal (intranet.unaids.org) is accessible to all UNAIDS staff. UNAIDS Intranet is aimed to be the central place for information management for the whole Secretariat. Access is open only to UNAIDS staff. A lot of applications (or components) related to the intranet and collaborative work have been rolled out recently or are under design and development right now:

o Regional Intranets

o Announcement system

o Enterprise Search

o One UNAIDS Family tool

o RSS feeds

o Collaborative features (forums)


o Enterprise Resource Planning (ERP) System: The ERP System is provided and fully monitored and managed by Wold Health Organization (WHO), however, access to the system is provided and managed by UNAIDS IMT.

o E-workspaces system: E-workspaces is a system used to manage online discussions and collaboration on documents. This system is open to all UNAIDS staff and with whomever UNAIDS staff need to collaborate.

o Contact System (accessible from the Intranet): This is a web-based system used to manage contacts and distribution lists.

o Contract Tracking System: This is a web-based administrative system used to track and manage organization contracts issued by the Programme. All contracts issued by UNAIDS, with the exception of Travel Authorizations and personnel contracts, are entered into this system and the entries are updated as contracts proceed and concluded.

o Publication Tracking System: This is a web-based system used to log and track all phases of the publication process in the organization. This system is mainly used by the Content Management Unit (CMT).

o DataXposed: This is a data warehouse system that extracts data from various other systems and presents it in a congruent and summarized way for the organizations.

o Electronic Follow-up: This is a web-based system used for document tracking. The Electronic Follow-up system is used mainly by the Executive Director’s Office (EXO).

o WebCalendar system (accessible from the Intranet): This is a web-based system used to publish events relevant to the organization; events can be meetings, training courses, activities of interest to all UNAIDS staff (e.g. IT system maintenance) etc.. WebCalendar is also used by the UNAIDS public website for publishing public events.

o Ultimate Survey: This is a web-based tool used to create and collect surveys, used mainly, but not exclusively, for the Dashboard Country Report (see below).

o Telephone e-directory (accessible from the Intranet): The UNAIDS e-Directory has recently been added to the UNAIDS Intranet with the hope that it will ultimately replace the manually produced telephone directory. Information in the UNAIDS e-Directory is linked directly to the information in the Contact System (see above).

o Dashboard Country Report: this is a web-based survey and reporting tool used to collect and report information from country and regional offices.

o USSA Voting System: This is an electronic voting system used by the UNAIDS Staff Association (USSA).

o Unified Budget Workplan (UBW): This is a programmatic and budget planning and monitoring system.

o Coordination of AIDS Technical Support (CoATS): This is a tool used to track and manage technical support at country Level.

o e-Library: Repository of documents for the Web and CD-Rom

o White Pages: White Pages is a system used to interface to the WHO White Pages (Admin System) and it is used to request phone lines, office space, badges for UNAIDS Staff.

4.1.5 Applications development services

Any request for a new IT system or application in the Secretariat must go through the “IT-PRO” group. The IT-PRO is composed of permanent members representing the UNAIDS Departments, the Regions and Countries and the UNAIDS Staff association (they are called focal points). The group is chaired by


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the Chief of the IMT Division and also includes as permanent member the Head of the IMT SID/ITPRO unit.

It should be noted that IMT has two distinct types of resource available for the development of IT projects, “dedicated” and “shared”:

Dedicated Resources

Dedicated resources are staff members who are wanted to work specifically on a predefined project (or set of projects) according to IMT workplan.

Shared Resources

Shared resources are staff members recruited to work on projects that are prioritized by IT-PRO. Shared resources form a common and finite pool of skilled personnel for projects identified by the UNAIDS Secretariat over the course of the biennium.

We distinct also the

“Corporate projects” - Any IT project that requires dedicated as opposed to shared IT resources for development, is fundamental to business continuity, or originates from the UNAIDS Executive Director (business case and assigned resources)- and the

“User Requested projects” - Essentially any IT project that is not classified as Corporate and requires the use of shared IT resources.

IT-PRO responsibilities include:

Deciding which IT projects are “Corporate” and which are not (named “User Requested projects”)

Acknowledging evaluation of regular and complex IT projects with User Requested status

Deciding which User Requested IT projects should be recommended for development, postponement, or turned down

Prioritising User Requested IT projects recommended for development

Tracking the progress of User Requested IT projects currently in development within IMT to ensure that each project continues to meet defined objectives and needs

Deciding when and under what conditions a User Requested IT project is decommissioned

Reviewing/Acknowledging the level of resources (technical and human) required to complete the project

Documenting all decisions and recommendations taken by the group

In term of IMT responsibilities: the IMA unit is responsible to deliver corporate projects (with dedicated resources), and the ITPRO projects are managed by the SID/IT-PRO unit.

4.2 IT Infrastructure

The UNAIDS Secretariat has approximately 1000 staff worldwide, of which 300 staff are located in its headquarters office in Geneva with the remainder being spread over seven Regional Support Teams (RSTs ) and over 85 Country Offices (COs). The staff size at the RST offices is between 5 to 30 staff and Country offices have between 2 to 25 staff.

The IT Services infrastructure for the UNAIDS Secretariat (HQ, RSTs and COs) is hosted in the newly built building and data centre (Datacentre). Both the building (WHO/UNAIDS Building) and the Datacenter are shared with the World Hearth Organization (WHO).

The Datacentre (250 m2 ) is located on the first sub-level basement (1er sous-sol), with each organization’s Datacentre area (approx 125 m2 each) physically separated by a wire grill, and with secure


separate entrance to each Datacentre. Adjacent to the Datacentre is also a separate operations room which is used to manage and operate the Datacentre.

The following is a detailed description of the infrastructure within the Datacenter.

4.2.1 Network In the headquarters office (HQ Network), there are six network segments (DMZ, Internal, WAN and RAS-VPN, iZone, Internet) and each network segment is separated by a redundant firewall. Most of the servers are hosted in on the Internal or DMZ network segments and end-user desktops and laptops are hosted within internal network segment with servers and end-users on separate VLAN.

The Internet access for headquarters consists of redundant 100mbps links to two separate Internet Service Provider (ISP) and the links are shared between WHO and UNAIDS. The actual management and support of the Internet links is provided by WHO Information Technology and Telecommunications (ITT) department.

The seven RST offices are connected to the HQ Network through a dedicated private wide area network (MPLS). The MPLS links carries various client-server traffics, such as e-mail, ERP, travel application data, voice and video. Internet access from within an RST office is provided independently through local ISPs. Country Offices access the HQ Network via SSL VPN or/and IPSec VPN. Internet access from within a Country Office is provided independently through the local ISP. The management and support of the Internet access for both HQ and RST offices is provided by IMT while country office is done locally.

4.2.2 Servers

At headquarters office, UNAIDS has 54 DELL (29 Power Edge PE2950, 25 Power Edge PE6950) and 7 HP DL360 servers. Twelve of the DELL Power Edge PE6950 servers are used for virtual infrastructure and rest are used for hosting individual applications.

The majority of the applications are hosted on a virtual infrastructure (based on VMware Virtual Infrastructure (VI). Currently, there are 38 Virtual Machines (VMs) and 42 physical servers.

Operating Systems: There are three primary operating system platforms used at UNAIDS: Microsoft Windows (2003), Red Hat Linux 8.0 and VMware ESX V3. All in-house hosted databases are based on Microsoft SQL Server.

4.2.3 Data Storage

The current storage infrastructure is based on network (storage area network (SAN)) and local storage devices (Direct Attached Storage (DAS)). Currently, servers on virtual infrastructure have their data storage on the SAN, this includes the operating system and applications. The data of some physical servers housing critical applications is stored on the SAN storage with operating system and applications on local storage. Other physical servers considered non critical servers utilize the local storage for all, data, operating systems and applications files.

The general file storage for the user community is based on one Microsoft Windows 2003 server and the actual data is stored the SAN. This server hosts all users’ home folders (My Documents), department shared folders, user profiles and volume shadow copies.

Each RST office, liaison office and some large country also have between one (1) or two (2) dedicated server(s) for storing shared and individual files. Other Country offices currently store their files locally on their individual laptops, desktops, network attached storage (NAS) devices and/or on the Cosponsors’ file server.

4.2.4 Data Backup /Restore


UNAIDS/DRM/IMT

The data backup/restore infrastructure at the headquarters office is based on EMC Networker with both tape and disk storage. The tape storage is based on ADIC i2000 tape library with four LTO-3 Fiber Channel tape drives. The disk drives are based on CX3000 storage with dedicated LUNs attached to dedicated storage nodes for daily and weekly backups. The four tape devices are configured between the dedicated storage nodes for monthly and yearly backup and also for staging purpose should the B2D space run out of space during daily and weekly operations.

The backup/restore infrastructure at the RST and some Liaison office and large size country offices is based on Symantec Backup Exec and backups/restores are done locally but managed by IMT. The rest of country offices is done in independently based on local resources.

4.3 Notes about IMT Internal processes

The different IMT units co-operate to deliver the services mentioned above. Some key points should be noted, and need to be taken into account in the stage 1 of the project:

1. The Global Service Desk is the main (and usually unique) entry point for the end-user to request an IMT service, if this service is not directly provided by an automated mechanism. The Global Service Desk is the entry point for the support of all services mentioned in this document.

2. The Global Service Desk does the first level support. The second level support is usually managed by the unit responsible for the system or application. Therefore, communication mechanisms and operational agreements exist between the TUS unit and the other units to deliver and end-to-end support service to the user.

3. Some systems or services have specific support or delivery mechanisms:

a. The ERP: WHO’s ERP has it’s own WHO service centre. When it’s not purely IT related, the user contacts directly WHO.

b. Some services are delivered by the AST Unit (administration and services), which is not in IMT. This is the case for services relating to building management (ex: adding electrical outlets), for printing (management of the global contract with Xerox), or for some telecommunication services (historically, AST was providing the user with mobile phones).

For these cases, it’s common that IMT (and specially the Global Service Desk) are in contact with stakeholders or service providers outside IMT.

4. Inside IMT, for different reasons (post vacant, change of team structure), it can happen that a staff member from one unit

- temporarily works for another or

- has roles and responsibilities shared between two units,

This is the case currently for the TUS and SID unit, where a staff member provides simultaneously operations support and IT-Pro routine support. It should be noted that the IMT team is evolving (vacant positions being fulfilled) and that a lot of temporary (and cumbersome) arrangements should disappear. This must be taken into account in the project.

Annex II: Project Terms of Reference · c. Is in compliance with the internal OLAs and processes of...

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