3.1 Use Cases / Scenarios Anticipated use cases for SIP solutions are set out in the table below. The corresponding requirements of this standard are ticked in the columns. Use Case / Scenario Telecommunications – SIP Service Management Standard SIP termination/service level Co-termination Capacity changes Support services Electronic billing Service provisioning lead times Quality of Service (QoS) Compatibility with agency phone systems Faxing Call forwarding to external numbers Emergency calling Toll fraud monitoring and mitigation Malicious call tracing Service level reviews Engineering standards Service certification Transition services Service availability Load balancing Service location IP delivery circuit protection Session management options Encryption Burst capacity Modem support Critical functions Full-service administration Onshore/offshore management Service level management Multi-service broker provision Required NSW Government business outcomes Additional business outcomes for agency consideration
Operate a Service Desk on a 24x7 basis for incident, problem (and other agreed services) management for authorised users. For managed services: at a minimum if a service is unavailable or degraded the supplier will notify the affected agency, and the supplier is to monitor service availability and report on service availability on a monthly basis. Performance and latency The solution will provide appropriate built-in redundancy to achieve agency required levels of service. Typically this may be not less than 99.97% availability 24 hours 7 days per week. Bandwidth and latency expectations are to be defined and agreed up front. Transition services Ensure the smooth and orderly transition from any current service provision to the new arrangements. Disaster recovery The solution is to have appropriate levels of disaster recovery built in to minimise downtime or disruption to the service. This element could include anything from a duplicated solution that is available immediately if the primary site fails, to a fully documented process for restoring services within Service Level Agreement (SLA) defined times. Service level management Agencies will retain ultimate responsibility for service level management in any solutions engagement, which would ordinarily be covered by a SLA. Agencies, service-brokers and solution providers need to agree all SLA reporting and other related activities as part of any transition-in process. Multi-service broker provision Any solution provider must work within the confines of a multi-service provider environment where either the agency or nominated provider will perform broker service provision. This will be defined as one provider being made accountable for the provision of all associated services, whether these are provided by the provider itself, or other third-party providers. DOCUMENT CONTROL Document history Status: Endorsement Release Version: 2.0 Approved by: Executive Director, Strategic Policy Approved on: 21 March 2016 Issued by: ICT Services, Services & Digital Innovation Division, Department of Finance, Services & Innovation (DFSI) Contact: ICT Services, Services & Digital Innovation Division, Department of Finance, Services & Innovation (DFSI) Email: Telephone: (02) 9372 7445 Review This standard will be reviewed as required.