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
1	Service name	The type of service that NIBSS expects IT to provide
2	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.
3	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
4	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.
5	Scheduled downtime	Time agreed during which the system may be made purposefully unavailable to users to enable maintenance to be performed.
6	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.
7	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.
8	Serviceability	Serviceability outlines the timeliness with which IT will resolve loss of service.
9	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.
10	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.
11	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
12	Measurement period/reporting frequency	The period of time over which availability, reliability, serviceability and response time will be measured and reported.
13	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.
14	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.
15	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.
16	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.
17	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	Monthly	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	Monthly	Weekly/Monthly/Quarterly
Measurement method/rules and/or calculations	Measurement data will be obtained from Freshservice.	Measurement data will be obtained from Freshservice.	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	Monthly	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	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 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	Monthly	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	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 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	Monthly	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	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 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	Monthly	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	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 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	Monthly	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	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 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	Monthly	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	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 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	Monthly	Monthly	Weekly/Monthly
Responsibility for measurement	Application: Service Owner	Application: Service Owner	Application: Service Owner	Enterprise Intelligence Unit
Reporting frequency	3 hours	Monthly	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 number of application downtimes reported on the SolarWinds Orion monitoring tool and Freshservice IT Service desk portal.	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	Monthly	Monthly	Monthly
Responsibility for measurement	Datacentre Team	Datacentre Team	Datacentre Team	Enterprise Intelligence Unit
Reporting frequency	Monthly	Monthly	Monthly	Monthly
Measurement method/rules and/or calculations	[Period – Downtime] x100 Period	Based on the number of Server/Datacentre incidents reported.	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	Monthly	Monthly	Monthly
Responsibility for measurement	Network Operations	Network Operations	Network Operations	IT Service Desk
Reporting frequency	Weekly	Weekly	Weekly	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	Monthly	Weekly/Monthly
Responsibility for measurement	Compute & Storage Operations	Compute & Storage Operations	Compute & Storage Operations	Enterprise Intelligence Unit
Reporting frequency	Weekly/Monthly	Monthly	Monthly	Weekly/Monthly/Quarterly
Measurement method/rules and/or calculations	Measurement data will be obtained from SolarWinds Orion.	Measurement data will be obtained from SolarWinds Orion.	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	Monthly	Monthly
Responsibility for measurement	Application Support Team	Application Support Team	Application Support Team	Application Support Team
Reporting frequency	Monthly	Monthly	Monthly	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	Monthly	Monthly	Monthly
Responsibility for measurement	IT Enterprise Security	IT Enterprise Security	IT Enterprise Security	IT Service Desk
Reporting frequency	Monthly	Monthly	Monthly	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	Monthly	Monthly	Weekly
Responsibility for measurement	Helpdesk team	Helpdesk team	Helpdesk team	Enterprise Intelligence Unit
Reporting frequency	Monthly	Monthly	Monthly	Weekly/Monthly
Measurement method/rules and/or calculations	Measurement data will be obtained from Freshservice.	Measurement data will be obtained from Freshservice.	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
1	Main One	Collocation	Chief Chuks Ikokwu Street, Graceland Estate, Ajah, Lagos	Data Centre Operations	Gbolahan Atoyebi	Gbolahan.Atoyebi@mainone.net	08077777268
2	Inlaks	Data Centre Infrastructure Maintenance	1611 Adeola Hopewell St, Victoria Island, Lagos	Data Centre Operations	Victor Oyenibi	voyenibi@inlaks.com	08060658712
3	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
4	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
5	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
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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.

NIBSS SERVICES CATALOGUE

Modified on: Wed, 14 Dec, 2022 8:25 PM

1 Introduction