NIBSS SERVICES CATALOGUE

Nigeria Inter-Bank Settlement Systems (NIBSS) IT Services Catalogue identifies, in one cohesive document, the services provided by the Technology & Operations Division.

A common language is required between Technology & Operations (TO) Division and the business areas to effectively translate business requirements into IT capabilities that deliver measurable value.

This IT Services Catalogue enables TO Division to articulate how they add value to their internal customer (user) over the entire generic IT value chain or IT solution development cycle. For each service in the IT Services Catalogue, Value Propositions and Service Elements have been defined. It is meant to be a framework that supports the management of all IT stakeholders.

This document defines:

A Common Catalogue of defined IT services
Clear ownership of services
Clear metrics for measuring level of service delivery

1.1 Objectives and Scope

The purpose of this document is to define the services that Technology & Operations (TO) provide to support NIBSS’s business. This IT Services Catalogue is a repository of IT services and provides a single source for service information such as service description, owner and metrics.

This IT Services Catalogue is based on the current state of IT service capabilities at NIBSS.

1.2 Definitions

The following sections provide a generic outline of the terms used to specify the service levels for Direct Services. Definitive statements are given in individual service level definitions.

S/N

Term

Description

Service name

The type of service that NIBSS expects IT to provide

Service definition

A description of the service and its major components being provided by T&O to NIBSS. The definition will generally contain a broad outline of the service.

Targeted service level

The standard of service expected in the delivery of described services. This is expressed in terms of scheduled hours of service, availability, reliability, serviceability and response time, to the extent each term is applicable and relevant to the services unless stated otherwise

Scheduled hours of service

Scheduled hours of service are defined in terms of the hours within a day, or days within a larger period, during which the system or service is to be available.

Scheduled downtime

Time agreed during which the system may be made purposefully unavailable to users to enable maintenance to be performed.

Availability

The availability of systems or services is a measure of the length of time the systems or services are available to NIBSS and shall be assessed as the proportion of the Scheduled Hours of Service that a service is actually available, measured over each specified period.
Availability means that online applications, network, hardware, software and servers are available for use by all user groups. Loss of service availability (an “Outage”) shall be deemed to have occurred when the system or a defined component of the system is unavailable.

Reliability

The reliability expected from the system or service.

The systems shall provide an acceptable level of reliability in terms of the following:

number of outages, the acceptable level being defined in the Performance Metrics; and
Successful completion of processing, the acceptable level being as specified in the service levels.

Serviceability

Serviceability outlines the timeliness with which IT will resolve loss of service.

Outages measure the time lost per failure.

An outage is also defined in terms of the transactions or services that are unavailable, and by the number of users affected. Any incident that meets one or more of the criteria on the list is considered an outage.
Each outage shall be counted on an incremental basis, regardless if the same problem recurs several times, unless otherwise agreed. The help desk shall be notified of any interruption to the service. If multiple users experience the same problem simultaneously, this will be counted once.
Each service level defines a number of ‘acceptable’ outages in one month and details of these are included in each service level.

Response time

Time taken for users to perform an online transaction within the normal business environment. In the case of batch or manual services, the response time will include the completion time of tasks.

Response times shall be measured as the average time lapse from initiating a request to completion of request. Each transaction that fails to meet this requirement shall be counted once.

Response time data shall be collected and analysed using statistically valid techniques.

Point of Service Delivery

The location at which the level of service defined is to be delivered and the point at which the service is measured.

Measurement of performance

The measurement of performance standards for service levels is specified in each service level

Measurement period/reporting frequency

The period of time over which availability, reliability, serviceability and response time will be measured and reported.

System response and measurement

Response will be assessed from the time a user presses the ‘enter’ or ‘function’ key, to the return of control from the system to the user.
For all reports generated in foreground, the time measured will be the period between pressing the ‘enter’ or ‘function’ key (to start processing), and the time the first full screen of data is completed and control returned to the user.

Responsibility for measurement

The party designated as being responsible for collecting measurement details. In all cases where IT is responsible for an activity according to this Service Catalogue, IT is also responsible for assessing and reporting its performance in the manner specified in this document.

Service Elements

Aspects of the service that work together to achieve the desired outcomes upon which the customer and the business base their perceptions of a service.

Service Assets

The assets of a service provider include anything that could contribute to the delivery of a service. Assets can be one of the following types: management, organization, process, knowledge, people, information, applications, infrastructure or financial capital.

Measurement method

The definition of how the performance of the service is to be measured and/or calculated as set forth in the Performance Metric for the applicable service level. This section also includes, where applicable, points of measurement collection. Measurement will be made and reported monthly unless stated otherwise.

2 Client Services

2.1 Client Service Details

Service Name:

Client services

Service Customer:

All NIBSS external clients

Service Owner:

Client Services

Description and Scope:

Provide 1^st level technical support on business applications to external customers.

Elements:

Service requests management
Portal management
Dispute Resolution
Service monitoring
Provide customer support on telephone, email and helpdesk portals
Internal escalations

Customer Benefits (value proposition):

This service provides external customers with a first point of contact on requests, complaints, inquiries etc.

Service Assets

Fresh Desk
NIP report portal
DRS portal
TRAF
NIBSS InsightsDesk manual
SOP

Class of Service

Standard

2.2 Agreed Service Level

Measures

Availability

Reliability
(Failures/outages per period)

Serviceability
(Time lost per failure/outage)

Response
(Response time)

Business Applications Management

On-line scheduled hours of application availability will be not less than 99.9% 24x7x365

Online reliability:

No scheduled downtime allowed within the online scheduled hours of service.

Duration of unscheduled outages not to exceed 1 hour per occurrence for software faults and 3 hours for hardware faults during Scheduled Hours of Service.

2 Hours

Point of Service Delivery

User terminal

Measurement period

Monthly

Weekly/Monthly

Responsibility for measurement

Application: Service Owner

Server: Compute & Storage Operations

Application: Service Owner

Server: Compute & Storage Operations

Application: Service Owner

Server: Compute & Storage Operations

Enterprise Intelligence Unit

Reporting frequency

3 hours

Monthly

Weekly/Monthly/Quarterly

Measurement method/rules and/or calculations

Measurement data will be obtained from Freshservice.

Based on the total time to respond (TTR)

3 Switching Services

3.1 Switching Services Details

Service Name:

NIBSS Instant Payment

Service Customer:

DMBs and non DMBs
NIBSS Internal Services (e.g. E-BillsPay)

Service Owner:

Instant Payment Operations

Description and Scope:

· Support internal and external clients on the NIP platform.

· Service availability monitoring.

· Network with all connecting Institutions (Banks, MFBs, MMOs, OFIs, PSSPs, PSBs) and NIBSS Client Services.

· Execution of all approved NIP projects.

· Support Head, Technology Operations.

· Work with the ER team for error-free DR exercise.

Service Elements:

Client Onboarding to NIP
Settlement
Dispute resolution
Billing
Platform monitoring
2^nd level support on NIP platform issues.

Customer Benefits (value proposition):

NIBSS Instant Payments (NIP) is an account number based, online real – time electronic fund transfer (EFT) platform where delivery of transaction messages from the Sending Institution to the Receiving Institution takes place within seconds.
It enables financial institutions to provide instant funds transfer services and bill payments to their customers based on bank account numbers through all available electronic channels.
The platform leverages on the secure virtual private network (VPN) connections between financial institutions and the Nigeria Central Switch (NCS) to deliver a seamless financial service to the industry

Service Assets

Dispute Resolution
NIP Report Portal
NIP Operations User Guide
NIP Technical Specification
NIP Desk Manual
NIP Standard Operating Procedure (SOP)

Class of Service

Standard

3.2 Agreed Service Level

Measures

Availability

Reliability
(Failures/outages per period)

Serviceability
(Time lost per failure/outage)

Response
(Response time)

Required service level

On-line scheduled hours of host availability to support the above applications will be not less than 99.9% 24X7

Online reliability:

No scheduled downtime allowed within the online scheduled hours of service.

Duration of unscheduled outages not to exceed 0.5 hour per occurrence for software faults and 0.5 hour for hardware faults during Scheduled Hours of Service.

15 minutes

Point of Service Delivery

User terminal

Measurement period

Monthly

Weekly/Monthly

Responsibility for measurement

Application: Service Owner

Server: Compute & Storage Operations

Application: Service Owner

Server: Compute & Storage Operations

Application: Service Owner

Server: Compute & Storage Operations

Enterprise Intelligence Unit

Reporting frequency

3 hours

Monthly

Weekly/Monthly/Quarterly

Measurement method/rules and/or calculations

Based on the number of Server and Application downtimes reported on the SolarWinds Orion monitoring tool and Freshservice IT Service desk portal.

Based on the number of Server & Application downtimes reported on the SolarWinds Orion monitoring tool and Freshservice IT Service desk portal.

Based on the total time to respond (TTR)

4 Payment Terminal Service Aggregator (PTSA) Services

4.1 PTSA Services Details

Service Name:

Payment Terminal Service Aggregator

Service Customer:

DMBs and non DMBs
NIBSS Internal Services (e.g. E-BillsPay)

Service Owner:

PTSA

Description and Scope:

· Support internal and external clients on the POS platform.

· Service availability monitoring.

· Network with all connecting Institutions (Banks, MFBs, MMOs, OFIs, PSSPs, PSBs) and NIBSS Client Services.

· Execution of all approved PTSA projects.

· Support Head, Technology Operations.

· Work with the ER team for error-free DR exercise.

Service Elements:

Client Onboarding to POS Platform
Platform Management
Dispute resolution
Billing
Platform monitoring
2^nd level support on POS related issues.
Vendor escalations and support engagements

Customer Benefits (value proposition):

This service manages the platform used for acquirer's terminal aggregation and switching in POS transactions

Service Assets

EPMS (Electronic Payment Management System)
POSVAS (Point of Sale Value-added Services)
NCS (Nigeria Central Switch)
TLM (Transaction Log Monitor)
FCY Portal
PTSA Desk Manual
POS ISO8583 Interface Specification Document
NCS ISO8583 Interface Specification

Class of Service

Standard

4.2 Agreed Service Level

Measures

Availability

Reliability
(Failures/outages per period)

Serviceability
(Time lost per failure/outage)

Response
(Response time)

Required service level

On-line scheduled hours of host availability to support the above applications will be not less than 99.9% 24X7

Online reliability:

No scheduled downtime allowed within the online scheduled hours of service.

Duration of unscheduled outages not to exceed 0.5 hour per occurrence for software faults and 0.5 hour for hardware faults during Scheduled Hours of Service.

15 minutes

Point of Service Delivery

User terminal

Measurement period

Monthly

Weekly/Monthly

Responsibility for measurement

Application: Service Owner

Server: Compute & Storage Operations

Application: Service Owner

Server: Compute & Storage Operations

Application: Service Owner

Server: Compute & Storage Operations

Enterprise Intelligence Unit

Reporting frequency

3 hourly

Monthly

Weekly/Monthly/Quarterly

Measurement method/rules and/or calculations

Based on the number of Server and Application downtimes reported on the SolarWinds Orion monitoring tool and Freshservice IT Service desk portal.

Based on the number of Server & Application downtimes reported on the SolarWinds Orion monitoring tool and Freshservice IT Service desk portal.

Based on the total time to respond (TTR)

5 NIBSS Automated Clearing/Payment System Services

5.1 NIBSS Automated Clearing/Payment System Services

Service Name:

NIBSS Automated Clearing/Payment System Services

Service Customer:

FIs (e.g. Banks) and OFIs

Service Owner:

Payment Processing and Reconciliation Service

Description and Scope:

Administration and support of the clearing house platforms namely:

NIBSS Automated Clearing System (NAPS)
NIBSS Automated Payment System (NAPS)
NIBSS Settlement System (NSS)

Elements:

User Management
Web portal management
Incident management
Industry reporting
Client onboarding
First level support
Day to day operations
Service monitoring
2^nd level support on NAPS, NACS and NSS platform issues
Vendor escalations and support engagements

Customer Benefits (value proposition):

This service provides interfaces with connecting institutions to the clearing and payment solutions to transmit transactions, receive payment files and download reports. This system also enables the generation of weekly billing file for revenue collection from the participating Banks for clearing, payment and settlement.

Service Assets

Desk Manual
NACS User Guide
NAPS User Guide
NACS Technical Specification
NACS App/DB/Archive/Test Servers and Web Portal
NSS Servers and Web Portal
CBN Extranet (NACS & NSS)
FTP Webserver (NACS & NSS)
Interdep Server (NACS & NSS)
NAPS App/DB/Test Servers and Web Portal

Class of Service

Standard

5.2 Agreed Service Level

Measures

Availability

Reliability
(Failures/outages per period)

Serviceability
(Time lost per failure/outage)

Response
(Response time)

Required service level

On-line scheduled hours of host availability to support the above applications will be not less than 99.9% 24X7

Online reliability:

No scheduled downtime allowed within the online scheduled hours of service.

Duration of unscheduled outages not to exceed 0.5 hour per occurrence for software faults and 0.5 hour for hardware faults during Scheduled Hours of Service.

15 minutes

Point of Service Delivery

User terminal

Measurement period

Monthly

Weekly/Monthly

Responsibility for measurement

Application: Service Owner

Server: Compute & Storage Operations

Application: Service Owner

Server: Compute & Storage Operations

Application: Service Owner

Server: Compute & Storage Operations

Enterprise Intelligence Unit

Reporting frequency

3 hourly

Monthly

Weekly/Monthly/Quarterly

Measurement method/rules and/or calculations

Based on the number of Server and Application downtimes reported on the Orion and Freshservice IT Service desk portal.

Based on the number of Server & Application downtimes reported on the SolarWinds Orion monitoring tool and Freshservice IT Service desk portal.

Based on the total time to respond (TTR)

6 Identity Management Services

6.1 Identity Management Services

Service Name:

Identity Management Services

Service Customer:

FIs (e.g. Banks) and OFIs

Service Owner:

Identity Management

Description and Scope:

Administration and support of Identity Management platforms namely:

BVN Matching System (BMS)
BVN Webservices
BVN Agency Enrollment/Import Utility
Industry Customer Account Database (ICAD)

Elements:

User Management
Web portal management
Incident management
Industry reporting
Client onboarding
Day to day operations
Service monitoring
2^nd level support on BVN, BMS, BVN Web services and ICAD platform issues
Vendor escalations and support engagements

Customer Benefits (value proposition):

This service provides customers with a repository of bank customers’ account information and biometric and demographic data which is used to validate customers for financial transactions.

Service Assets

BMS central servers (Production & DR)
ICAD servers (Prod, DR & Standby)
BVN application and Database servers
Desk Manual

Class of Service

Standard

6.2 Agreed Service Level

Measures

Availability

Reliability
(Failures/outages per period)

Serviceability
(Time lost per failure/outage)

Response
(Response time)

Required service level

On-line scheduled hours of platform availability will be not less than 99.9%

24x7x365

Online reliability:

No scheduled downtime allowed within the online scheduled hours of service.

Duration of unscheduled outages not to exceed 1 hour per occurrence for software faults and 3 hours for hardware faults during Scheduled Hours of Service.

2 hours

Point of Service Delivery

User terminal

Measurement period

Monthly

Weekly/Monthly

Responsibility for measurement

Application: Service Owner

Server: Compute & Storage Operations

Application: Service Owner

Server: Compute & Storage Operations

Application: Service Owner

Server: Compute & Storage Operations

Enterprise Intelligence Unit

Reporting frequency

3 hours

Monthly

Weekly/Monthly/Quarterly

Measurement method/rules and/or calculations

Based on the number of Server and Application downtimes reported on the SolarWinds Orion monitoring tool and Freshservice IT Service desk portal.

Based on the number of Server & Application downtimes reported on the SolarWinds Orion monitoring tool and Freshservice IT Service desk portal.

Based on the total time to respond (TTR)

7 Web Operations and Portal Services

7.1 Web Operations and Portal Services Details

Service Name:

Web Operations and Portal Services

Service Customer:

FIs (e.g. Banks), OFIs, PSSPs, USSD Aggregators,

Service Owner:

Web Operations and Portal Services

Description and Scope:

Administration and support of NIBSS web and portal collections platforms namely:

E-BillsPay
CentralPay
mCASH
NIBSS QR
Phone number validation

Elements:

User Management
Web portal management
Incident management
Client onboarding
API integration
Engagement with integrating partners e.g. Appzone
Service monitoring
2^nd level support on E-BillsPay, CentralPay, mCASH, NQR, Phone number validation and other web and portal platform issues
Vendor escalations and support engagements

Customer Benefits (value proposition):

This service provides a platform for collections.

Service Assets

WebOps and Portal Services Desk Manual
E-BillsPay Server & Web Portal
CentralPay Server & Web Portal
mCASH Server & Web Portal
NQR Server & Web Portal
Phone validation Server & Web Portal

Class of Service

Standard

7.2 Agreed Service Level

Measures

Availability

Reliability
(Failures/outages per period)

Serviceability
(Time lost per failure/outage)

Response
(Response time)

Required service level

On-line scheduled hours of platform availability will be not less than 99.9%

24x7x365

Online reliability:

No scheduled downtime allowed within the online scheduled hours of service.

Duration of unscheduled outages not to exceed 1 hour per occurrence for software faults and 3 hours for hardware faults during Scheduled Hours of Service.

2 hours

Point of Service Delivery

User terminal

Measurement period

Monthly

Weekly/Monthly

Responsibility for measurement

Application: Service Owner

Server: Compute & Storage Operations

Application: Service Owner

Server: Compute & Storage Operations

Application: Service Owner

Server: Compute & Storage Operations

Enterprise Intelligence Unit

Reporting frequency

3 hours

Monthly

Weekly/Monthly/Quarterly

Measurement method/rules and/or calculations

Based on the number of Server and Application downtimes reported on the SolarWinds Orion monitoring tool and Freshservice IT Service desk portal.

Based on the number of Server & Application downtimes reported on the SolarWinds Orion monitoring tool and Freshservice IT Service desk portal.

Based on the total time to respond (TTR)

8 Payment Processing and Reconciliation Services

8.1 Payment Processing and Reconciliation Services

Service Name:

Payment Processing and Reconciliation Services

Service Customer:

FIs (e.g. Banks), OFIs, State Govt, Federal Govt and Large Corporates

Service Owner:

Payment Processing and Reconciliation

Description and Scope:

Administration and support of Payment Processing and Reconciliation platforms namely:

NIBSSPay Plus
CBNPay

Elements:

User Management
Web portal management
Incident management
Client onboarding
Day to day operations
NEFT File processing
Reconciliation
Service monitoring
2^nd level support on NIBSSPay and CBNPay platform issues.
Vendor escalations and support engagements

Customer Benefits (value proposition):

This service provides a platform for Corporate and Government institutions to transmit payment files and receive payment reports and connects to other sub-components that enables account validation or balance enquiry.

Service Assets

Payment Processing and Reconciliation Desk Manual
NIBSSPAYPLUS User Guide
NIBSSPay+ Server & Web Portal
NIBSSPay+ Webservice
ABC Banks Server & Web Portal
NAPS ERP Server & Web Portal
CBNPay Server & Web Portal
FTP Hawk Server

Class of Service

Standard

8.2 Agreed Service Level

Measures

Availability

Reliability
(Failures/outages per period)

Serviceability
(Time lost per failure/outage)

Response
(Response time)

Required service level

On-line scheduled hours of platform availability will be not less than 99.9%

24x7x365

Online reliability:

No scheduled downtime allowed within the online scheduled hours of service.

Duration of unscheduled outages not to exceed 1 hour per occurrence for software faults and 3 hours for hardware faults during Scheduled Hours of Service.

2 hours

Point of Service Delivery

User terminal

Measurement period

Monthly

Weekly/Monthly

Responsibility for measurement

Application: Service Owner

Server: Compute & Storage Operations

Application: Service Owner

Server: Compute & Storage Operations

Application: Service Owner

Server: Compute & Storage Operations

Enterprise Intelligence Unit

Reporting frequency

3 hours

Monthly

Weekly/Monthly/Quarterly

Measurement method/rules and/or calculations

Based on the number of Server and Application downtimes reported on the SolarWinds Orion monitoring tool and Freshservice IT Service desk portal.

Based on the number of Server & Application downtimes reported on the SolarWinds Orion monitoring tool and Freshservice IT Service desk portal.

Based on the total time to respond (TTR)

9 Application Support

9.1 Application Support Service Details

Service Name:

Application Support

Service Customer:

External clients

Regulators
Financial institutions and Financial Technology Institutions
PSSPs, Switches, PTSPs, PTADs and all PSPs subscribing to NIBSS services
All entities subscribing to NIBSS Data Centre Co-locating Services

Service Owner:

Application Support

Description and Scope:

Provide 3^rd level technical support on business applications to external customers.

Elements:

Application Management
Service requests
Incident Management
Problem Management
Change Management
Interface with Technology Development

Customer Benefits (value proposition):

This service provides NIBSS with a one-stop-shop for all its requirements in the area of requirement definition, design, development, deployment and maintenance of business applications that are required to perform routine business processes.

Service Assets

Application Servers
In-house and Outsourced Applications
Jira
Desk manual
SOP

Class of Service

Standard

9.2 Agreed Service Level

Measures

Availability

Reliability
(Failures/outages per period)

Serviceability
(Time lost per failure/outage)

Response
(Response time)

Business Applications Management

On-line scheduled hours of application availability will be not less than 99.9% 24x7x365

Online reliability:

No scheduled downtime allowed within the online scheduled hours of service.

Duration of unscheduled outages not to exceed 1 hour per occurrence for software faults and 3 hours for hardware faults during Scheduled Hours of Service.

15 minutes

Point of Service Delivery

User terminal

Measurement period

Monthly

Weekly/Monthly

Responsibility for measurement

Application: Service Owner

Enterprise Intelligence Unit

Reporting frequency

3 hours

Monthly

Weekly/Monthly/Quarterly

Measurement method/rules and/or calculations

Based on the number of application downtimes reported on the SolarWinds Orion monitoring tool and Freshservice IT Service desk portal.

Based on the total time to respond (TTR)

10 Data Centre Services

10.1 Data Centre Service Details

Service Name:

Data Centre Management

Service Customer:

All NIBSS Staff

Service Owner:

Data Centre Operations

Description and Scope:

Smooth running of the Data Centre and Infrastructure of NIBSS at both Production and offsite Data Centre.
Maintain 99.98% Data Centre Availability at both Production and offsite Data Centre.
Monitoring and compliance to Data Centre standards and Systems

Service Elements:

Planning and development of the Data Centre
Installation of Data Centre peripherals
Monitoring and maintenance of Data Centre infrastructure e.g. power, cooling, cabling
Physical access control to the Data Centre
Manage the day-to-day running of the Data Centre in accordance with NIBSS Data Centre Operations procedures.
Ensure optimal environmental conditions in the Data Centre

Customer Benefits (value proposition):

A highly available and standard datacentre maintenance which supports the uptime of NIBSS services.

Service Assets

Data Centre Operations - SOP
Data Centre Operations Management - DESK MANUAL.
Automatic Voltage Regulator (AVR)
Uninterrupted Power Supply (UPS)
Static Transfer Switch (STS)
Liebert HPM Emerson Cooling Units
Power Distribution Units & Panels
Schedier Electric HVAC Unflair Cooling

Class of Service

Standard

10.2 Agreed Service Level

Measures

Availability

Reliability
(Failures/outages per period)

Serviceability
(Time lost per failure/outage)

Response
(Response time)

Required service level

On-line scheduled hours of datacentre availability will be not less than 99.982% 24x7x365

Online reliability:

No scheduled downtime allowed within the online scheduled hours of service.

Duration of unscheduled outages not to exceed 0.5 hour per occurrence for software faults and 1 hour for hardware faults during Scheduled Hours of Service.

2 Hours

Applications

NVR 3.0
Netman Application

Service point of delivery

Datacentre

Measurement period

Monthly

Responsibility for measurement

Datacentre Team

Enterprise Intelligence Unit

Reporting frequency

Monthly

Measurement method/rules and/or calculations

[Period – Downtime] x100

Period

Based on the number of Server/Datacentre incidents reported.

Based on the total time to respond (TTR)

11 Network Management Services

11.1 Network Management Details

Service Name:

Network Management

Service Customer:

All NIBSS Staff
Connecting institutions

Service Owner:

Network Design and Operations

Description and Scope:

Design, operate, maintain and support the LAN infrastructure and associated LAN service objects and the LAN access points
Provide connectivity and access to partners in order to support business functions that require access to NIBSS’s applications (i.e. Business and support applications) and communications between branches and the central IT infrastructure
Provide access to the public Internet for NIBSS’s business/administration functions
Provide connectivity and access to third party links
Provide telephony solution for internal and external communications
Provide network perimeter security

Elements:

Provisioning, maintenance, monitoring and management of Local Area Network (LAN) access and service objects
Provisioning, maintenance, monitoring and management of Wide Area Network (WAN) – Connection of partners to NIBSS.
Provisioning, maintenance, monitoring and management of Internet Access
Business to Business link services
VPN services
Firewall Protection
Incident management
3^rd and 4^th level support on network related issues

Customer Benefits (value proposition):

Central accountability for local and wide area network services in NIBSS
Central accountability for overall end to end performance and service management from multiple network service providers/vendors.

Service Objects

LAN

Network devices (e.g. firewalls, routers, switches, Monitoring agents etc.)
Network cabling and Access Points for Local network access

WAN

Network transmission service objects and devices (e.g. E1s, Radios, Fibre, Network Core Switches, Firewalls, Routers etc.)

Internet Access Service Objects

Internet Access – Network Service Objects
Network devices (e.g. Core Switches, Firewalls (including DMZs), Routers, Appliances, Monitoring agents etc.)

Class of Service:

Standard

11.2 Agreed Service Level

Measures

Availability

Reliability
(Failures/outages per period)

Serviceability
(Time lost per failure/outage)

Response
(Response time)

Provision of LAN, and WAN service

Service availability should be greater than 99.9% (LAN), 99.8% (WAN)

Not to exceed 1 per month based on a 3-month rolling average

Not less than 90% of all faults affecting availability to be resolved within:

LAN: 4 (four) hours.

WAN: 6 (six) hours.

2 hours

Provision of Internet access service

Scheduled hours of Service:

24x7x365

Not to exceed 1 outage per month during Scheduled Hours of Service

Not to exceed 1 hour per outage during Scheduled Hours of Service.

Where there is PoP (24 hours)

Where there is no PoP (5 work Days)

Service point of delivery

LAN & WAN: Access via data point connection

Internet: Access via LAN from user terminal.

Measurement period

Monthly

Responsibility for measurement

Network Operations

IT Service Desk

Reporting frequency

Weekly

Measurement method/rules and/or calculations

As recorded by WAN/LAN monitoring systems (i.e. SolarWinds Orion)

Based on number of LAN/WAN/Internet incidents reported.

Based on data obtained from Service Desk application

Based on the total time to respond (TTR)

12 Compute & Storage Services

12.1 Compute & Storage Services Details

Service Name:

Compute & Storage

Service Customer:

All NIBSS Staff

Service Owner:

System Administration & Compute and Storage Operations

Description and Scope:

Design, operate, maintain and support the Server and Storage infrastructure
Active Directory services for the server domain
Endpoint security on servers

Elements:

Design Compute and Storage infrastructure
Provision of Servers and Storage for Production and Test
Installation and configuration of Servers and Storage devices
Maintenance of Server hardware and Operating System and Storage devices
User access control on servers and directories
Server monitoring and reporting
Storage monitoring and reporting
Provide 3^rd and 4^th level support on server compute and storage related issues
Troubleshooting and resolution of Incidents
Server endpoint protection

Customer Benefits (value proposition):

High availability of compute and storage resources for business applications
Realtime monitoring and proactive management of servers and storage devices
Data security on servers and directories.

Service Objects

Directory Services, DHCP, File and Print, DNS, Active Directory, authentication services, etc.
Solarwinds Orion
VMWare
3Par
WSUS
VRealize Operations
Veritas NetBackup

Class of Service:

Standard

12.2 Agreed Service Level

Measures

Availability

Reliability
(Failures/outages per period)

Serviceability
(Time lost per failure/outage)

Response
(Response time)

Required Service Levels

On-line scheduled hours of Server and Storage availability will be not less than 99.9% 24x7x365

No scheduled outage allowed within Scheduled Hours of Service.

Scheduled outages must be authorized.

99% of unscheduled outages to have duration no longer than 30 minutes.

2 hours

Point of Service Delivery

User terminal

Measurement period

Weekly/Monthly

Monthly

Weekly/Monthly

Responsibility for measurement

Compute & Storage Operations

Enterprise Intelligence Unit

Reporting frequency

Weekly/Monthly

Monthly

Weekly/Monthly/Quarterly

Measurement method/rules and/or calculations

Measurement data will be obtained from SolarWinds Orion.

Based on the total time to respond (TTR)

13 Software Development

13.1 Software Development Service Details

Service Name:

Software Development

Service Customer:

All NIBSS Staff
Connecting institutions

Service Owner:

Technology Development

Description and Scope:

1. Software development – Internal process automation

2. Software development – Customer facing solutions

3. Process automation

4. Integration

Service Elements:

Software design and architecture development
Technological Solution definition and Review
Application Software Development
Software Deployment (New applications and updates)
Application testing and quality assurance
Client integration support, UAT and certification
Change Management
Integration

Customer Benefits (value proposition):

Supports the automation of business processes within NIBSS and necessary system integration with external partners based on business requirement/need.
Ensures adherence to system standards/best practices as it relates to applications developed in-house and 3^rd party solutions to be deployed internally.

Service Assets

SDLC
Application codes
API Collections
API environments
WebPortal Automation script
Integrated Development Environmet (Visual Studio, Intellij, Netbeans etc.x)
GitHub
Jenkins
Jira
Application testing tools
Test and Certification Servers
Technical and requirement specification documents

Class of Service

Standard

13.2 Agreed Service Level

Measures

Availability

Reliability
(Failures/outages per period)

Serviceability
(Time lost per failure/outage)

Response
(Response time)

Required service level

On-line scheduled hours of application availability will be not less than 99.9% during the periods

Online reliability:

No scheduled downtime allowed within the online scheduled hours of service.

Duration of unscheduled outages not to exceed 0.5 hour per occurrence for software faults and 1 hour for hardware faults during Scheduled Hours of Service.

2 Hours

Service point of delivery

User Terminal

Measurement period

Monthly

Responsibility for measurement

Application Support Team

Reporting frequency

Monthly

Measurement method/rules and/or calculations

[Period – Downtime] x100

Period

[Period – Downtime] x100

Period

Measured outage hours

Based on the total time to respond (TTR)

14 Information Security Services

14.1 Information Security Services Details

Service Name:

Information Security

Service Customer:

All NIBSS Staff

Service Owner:

Information Security

Description and Scope:

Security of IT applications and services to support business processes.

Elements:

Privileged Identity and User Management
Security Incident Management
Log Management
Security Platform Design and Optimization
Vulnerability Management
Application Security Testing
3^rd Party Security Assessment
Information Security Awareness
Digital Risk and Brand Protection
Threat Intelligence
Security Forensics and Investigation

Customer Benefits (value proposition):

Ensure the preservation of the confidentiality, integrity and availability of information assets of IT assets and infrastructure as well as to contribute to strengthen the security posture of NIBSS

Service Objects

InsightVM
Insight AppSec
Insight IDR
Nessus
Varonis
Thycotic
iZoologic

Class of Service

Standard

14.2 Agreed Service Level

Measures

Availability

Reliability
(Failures/outages per period)

Serviceability
(Time lost per failure/outage)

Response
(Response time)

Enterprise Security

Service availability should be greater than 99.9%, 24 x 7 x 365

No failures in recovery

Not Applicable

2 hours

Service point of delivery

Network Perimeter and User Terminals

Measurement period

Monthly

Responsibility for measurement

IT Enterprise Security

IT Service Desk

Reporting frequency

Monthly

Measurement method/rules and/or calculations

Measurement data will be obtained from the various security tools (InsightVM, Nessus) as well as the monitoring server (Orion).

Measurement data will be obtained from the various security tools (InsightVM, Nessus) as well as the monitoring server (Solar winds).

For each downtime occurrence, the IT Enterprise security team would compute and record the duration of the downtime.

Based on the total time to respond (TTR)

15 Client Computing Services

15.1 Client Computing Service Details

Service Name:

Client Computing Service

Service Customer:

All NIBSS Staff

Service Owner:

Helpdesk

Description and Scope:

Client computing services are those services that employees need in order to do their jobs. They include computers, printers, new employee set up, terminations, access to applications, etc.
provide a suite of applications that support the exchange of messages, between staff, as well as between NIBSS staff and external third parties
Management of IT service desk and client enterprise applications
Management of the NIBSS intranet portal and SharePoint.

Elements:

Workstation Imaging and Provision
Active Directory support
Client enterprise applications support
Provision of messaging and collaboration services
Provision of video conferencing and virtual meeting services
Workstation Patch Management
Workstation endpoint security
User Setup, termination and internal movements
Desktop and mobile support
Install, configure, and upgrade PC Operating system and software
PC peripherals (monitor, keyboard, mouse, hard drive, etc) including Print / Copy / Scan
End user IT awareness
IT service desk management (Service requests, Incidents, Changes, Knowledge Base etc.)
Business relationship management for technology infrastructure

Customer Benefits (value proposition):

Provides a consistent and reliable client-computing environment to all NIBSS users.
Enables users to have the necessary hardware and software configurations available for their business needs
Provides controlled and efficient information sharing among NIBSS staff, customers and relevant third parties, leading to improved service delivery
Management of all NIBSS internal communication

Service Objects

Identity management including Active Directory, Azure Active Directory, Authentication services, local DNS etc.
Office 365 services (Exchange, Teams, SharePoint)
Information Rights Management
User Workstations and mobile devices
Printers/Scanners
VMWare AirWatch
Freshdesk
Freshservice
Zoom
G-Suite services
Slack

Class of Service

Standard

15.2 Agreed Service Level

Measures

Availability

Reliability
(Failures/outages per period)

Serviceability
(Time lost per failure/outage)

Response
(Response time)

Required service level

On-line scheduled hours of availability will be not less than 99.9% during the periods:

Online reliability:

No scheduled downtime allowed within the online scheduled hours of service.

Duration of unscheduled outages not to exceed 0.5 hour per occurrence for software faults and 1 hour for hardware faults during Scheduled Hours of Service.

2 Hours

Service point of delivery

User Terminal

Measurement period

Monthly

Weekly

Responsibility for measurement

Helpdesk team

Enterprise Intelligence Unit

Reporting frequency

Monthly

Weekly/Monthly

Measurement method/rules and/or calculations

Measurement data will be obtained from Freshservice.

Based on the total time to respond (TTR)

16 External Service Providers

This section in simple form, list of services offered/to be offered/was offered by a service provider.

S/N

Supplier Name

Services

Supplier Address

Department/Unit

Main Supplier - Contact Person

Main Supplier - Emails

Main Supplier -Phone Numbers

Main One

Collocation

Chief Chuks Ikokwu Street, Graceland Estate, Ajah, Lagos

Data Centre Operations

Gbolahan Atoyebi

Gbolahan.Atoyebi@mainone.net

08077777268

Inlaks

Data Centre Infrastructure Maintenance

1611 Adeola Hopewell St, Victoria Island, Lagos

Data Centre Operations

Victor Oyenibi

voyenibi@inlaks.com

08060658712

Royal Power

Data Centre Infrastructure Maintenance

Amodu Ojikutu Street, 1218B Sam Adegbite Cl, Victoria Island 101241, Lekki

Data Centre Operations

Joseph Nkwor

helpdesk@rpeltd.com

08025117901

Upperlink Limited

Domain Hosting services

Plot 4 ASSBIFI Road, Central Business District, Alausa, Ikeja, Lagos

Network Design & Operations

Adeola Raji

Adeola.raji@upperlink.ng

08180145994

Lotus Beta Analytics Nigeria Ltd

Microsoft Cloud Services Partner

Plot 21 Omorinre Johnson, off Mobolaji Johnson Road By Second Roundabout, Lekki Phase 1, Lagos

System Administration

Abiodun Olokode

Abiodun.Olokode@lotusbetaanalytics.com

09062848361

17 Appendix: Acronyms

POS

Point of Sale-Payment terminal for processing e-Channels transactions.

NOC

Network Operating Centre- A location from which network management including network monitoring and control is done.

TTR

Time taken to respond to a new incident/ request.

LAN

Local Area Network – the infrastructure that connects all the IT equipment at a site.

WAN

Wide Area Network – the infrastructure that connects sites together.