Service Desk as a Service

Size: px
Start display at page:

Download "Service Desk as a Service"

Transcription

1 Service Desk on Command A Steria Cloud Services Offering Service Name Service Desk on Command Service Desk as a Service Type of Service: IaaS PaaS SaaS Specialist Services Deployment Model: Public Private Hybrid Information Assurance Impact Level (IL) IL0 Services Available: 1. Catch & Dispatch Service - provides a single point of contact for service requests and incidents. These are logged in the Service Management tool before being passed to the customer s appropriate nominated second line support teams. 2. ITIL Service - offers fault logging and issue resolution management with a high level of first time fix. Those calls that cannot be resolved at first point of contact are passed to the customer s appropriate nominated second line support teams but resolution is managed by the Service Desk. This service is the focal point of ITIL service management functions, including Request Management, Change Management, Problem Management and Service Asset and Configuration Management. Features: Proven Technology Availability Service Level Targets Backup Connectivity HP toolset ITILv3 processes and procedures Proven integration with monitoring tools Security Driven Reference Architecture Standard hours 8am 6pm Mon Fri excluding UK Public and Bank Holidays. Extended 24x7x365 service also available 90% of calls answered within 20 seconds Less than 4% calls abandoned within service hours First time fix rates subject to an agreed scope Industry standard full & incremental backup of the platform including all incident and request data Internet / / telephone Pricing: Pricing Structure Set-up + Per call charge Catch and Dispatch (Standard Hours) Set-up Cost From 2,095 Cost per Contact 2.66 Exit Cost 860 ITIL Service (Standard Hours) Set-up Cost From 15,922 Cost per Contact 9.06 Exit Cost 860 Additional Service Options: Steria 2013 Page 1 of 7 Version 3.0

2 Service Desk on Command A Steria Cloud Services Offering Service Name Service Desk on Command Service Desk as a Service Resolver Group access to the Service Desk tools Extended Service Hours and/or SLAs Web Portal Automated Password Reset Dedicated Service Desk Agents Service Desk Integration Services Enhanced Reporting Options Change Management Support Third Party Support Management Catalogue Procurement Steria 2013 Page 2 of 7 Version 3.0

3 Generic Aspects Q G1 What is the name of the service? Service Desk on Command Service Desk as a Service Q G2 Which lots are you bidding for, for this service? SaaS The Steria Service Desk can be used to support Software as a Service, Infrastructure as a Service, Platform as a Service or be taken as a traditional stand alone Service Desk. Q G3 Does your service meet G Cloud definitions? Service Desk conforms to the G Cloud definitions in the ITT. Q G4 Service Deployment Model(s) you are offering in this response? Public The Service Desk can be accessed via phone, e mail and Internet. There is no restriction on where our customers are based. Q G5 Details supporting ALL questions in this ITT are provided in service definition? Suporting details for all elements of this questionnaire are provided below against each question. Features Q G06 Networks to which the service is connected (directly)? Internet The Service Desk is connected to the internet for web access. Q G07 'API' access available, documented and supported? The HP Service Centre Service Desk tool includes documented APIs as part of the standard product offering Q G08 Open Standards supported and documented? The HP Service Centre Service Desk tool includes open standards support as part of the standard product offering Q G09 Open source software used and documented? No Service Management Q G10 Technical boundaries/interfaces of the service documented? The service description details the scope of the technical solution defining the boundaries/interfaces of the service Q G11 Services available to other suppliers so they can use them to provide services to government? The Service Desk can be commissioned by other G Cloud service providers to manage their incidents, problem, changes and Configuration Items. Q G12 on boarding process e.g. moving on to the service? There are defined processes, requirement definition and data load templates that are used to support on boarding. Q G13 off boarding process e.g. moving off the service? There is a defined exit process, including provision of Service Desk data, to support off boarding. Q G14 Data extraction/removal criteria met? Data will be extracted to a CSV file and provided to the customer on exit. All customer data will be removed from the platform. Q G15 Data processing and storage locations defined? The Service Desk is located in the UK. Q G16 Data location option can be defined by user? No Steria 2013 Page 3 of 7 Version 3.0

4 Q G17 Data held in Safe Harbour (if applicable)? No N/A Q G18 Data centre(s) used adhere to best practices described by the EU Code of Conduct for Data Centre Operations? The underpinning infrastructure is hosted in data centres that comply with EU Code of Conduct for Data Centre Operations? Q G19 Data centre tier? Tier 3 The datacentre scheme is TIA 942 Q G20 Support boundaries/interfaces of the service documented? The Catch and Dispatch and "ITIL" Service Desk services provides single point of contact for service requests and incidents. Customers must define 2nd and 3rd line support teams for onward call resolution. In addition to fault logging and issue resolution, the ITIL Service Desk provides first time fix and is the focal point of all ITIL service management functions, including Request Management, Change Management, Problem Management and Service Asset and Configuration management. Q G21 Service roadmap provided? Steria keep track with industry standards and best practice as they progress, as well as the keeping up to date with the latest technological advancements. The roadmap for the G Cloud Service Desk service will reflect the relevant improvements and developments. Q G22 Performance attributes defined and documented? These are defined in the Service Desk SLAs, examples include time to answer and rate of First Time Fix. Q G23 Backup & Disaster Recovery? The Service Desk is highly resilient with tried and tested IT DR plans in place. The underpinning platform is resilient with a primary and secondary site. Q G24 Is a support service provided and documented? The Service Desk service is a support service. It is a well established and documented service. Q G25 'Real time' management information available? Via the web portal "i portal" Q G26 Reports include each billed unit? Billed unit for the service desk is cost per contact. Q G27 Self service provisioning/de provisioning? No Q G28 Indicative time for provisioning/de provisioning documented? A simple Catch and Dispatch service desk can be operational in as little as a week after completion of the ISD Transition Assessment. An ITIL Service Desk will take longer, on boarding will be planned and timelines agreed with the customer. Q G29 3rd party service monitoring tool access? No Steria 2013 Page 4 of 7 Version 3.0

5 Q G30 Service Desk can be used by 3rd party suppliers for their services e.g. small SaaS provider? The Service Desk can be commissioned by other G Cloud service providers to manage their incidents, problem, changes and Configuration Items. Commercial Q G31 Unit based pricing model? Cost per contact as specified in the service definition Q G32 Aggregated billing options? Q G33 Minimum Contract/Billing Period? Month Minimum contract of two months. Billing monthly. Q G34 Free option? No Q G35 Trial Option? No Q G36 Termination costs? Exit costs as specified in the Service Desk on Command Service Definition. Q G37 Supplier contract terms jurisdiction? UK Q G38 Payment Options? Purchase Order / Credit Card LOT 3 Software as a Service (SaaS) Service Options Clients Q LOT3 1 Web browser interface? Primary Via the "i Portal" screen. Q LOT3 2 Supported web browsers documented? i Portal has been successfully used with the following browsers : IE 7+ Firefox Chrome Q LOT3 3 Details of other thin client modes documented? No Q LOT3 4 Other client software documented? No Q LOT3 5 Smartphone Access? No Q LOT3 6 Off line working & synching? No General Features Q LOT3 7 Attachment support? The tool set can hold attachments against all reports for example screen shots to support an incident, back out plans to support a Request for Change. Q LOT3 8 Anti virus protection? The underpinning platform has up to date anti virus protection. Steria 2013 Page 5 of 7 Version 3.0

6 Q LOT3 9 International Language Support? The toolset and reporting can be produced in majority of European languages, English and French are standard. Q LOT3 10 Workflow facilities? Workflow is used for handling all types of records for example Change module workflows each step of the process to ensure timely review and approval. Final Workflow configuration (named users) is completed during on boarding. Q LOT3 11 Importable taxonomy? This is undertaken via the data load during on boarding. Q LOT3 12 Folksonomy support? This is undertaken via the data load during on boarding. Q LOT3 13 Taxonomy facilities? This is undertaken via the data load during on boarding. Q LOT3 14 plug in / extension ready? Additional modules can be requested and plugged in either with or without configuration. Q LOT3 15 plug in / extension marketplace? No Q LOT3 16 Syndication? Interface between the service desk tool and other service desks can be provided Q LOT3 17 Native search? No Q LOT3 18 Native support of bulk input / export of data & meta data in Bulk data load is normal via standard templates. standard formats? Q LOT3 19 Link Management? The data load populates links between data for example CI's and users. Business Continuity Q LOT3 20 Separated environments: Publishing / Editing / Search? The Service Desk toolset has development and test environments as well as live. There are both primary and secondary sites to facilitate business continuity. Q LOT3 21 Caching? N/A Authorisation, Authentication and Personalisation Q LOT3 22 Integration with Identity Systems? The underpinning tool is configured so only named, approved users can access the "iportal" site. Q LOT3 23 User profile page? Bespoke pages can be set up on "i portal" Q LOT3 24 Comment on item? No Integrated Communications tools Q LOT3 25 Instant Messaging? No The instant message / chat functionality is on the roadmap Q LOT3 26 ediscovery? Discover and dependency mapping for inventory, HP Client Automation Suite Q LOT3 27 Migration Tools Available? Standard migration tools are used to load and export data during on boarding and off boarding. Q LOT3 28 Video Conferencing? No Steria 2013 Page 6 of 7 Version 3.0

7 Q LOT3 29 Social Networking? No Q LOT3 30 Social Networks? N/A Q LOT3 31 Calendars? Calendars are used to facilitate the process for example schedule of change, time left until SLA breach. Q LOT3 32 Contact Management? Alerts can be set up within the tool to contact users and resolvers. Q LOT3 33 To Do Management? Workflow and alerts will be used to manage to do activities. User Generated Content Q LOT3 34 Solution provides Blogging capabilities? No Q LOT3 35 Solution provides wiki capabilities? No Q LOT3 36 Solution provides forum capabilities? No Q LOT3 37 Solution provides content rating capabilities? No Q LOT3 38 Solution provides content recommendation capabilities? No Q LOT3 39 Solution provides social media sharing e.g. tweet this? No Q LOT3 40 Solution provides automated stop word filtering? No Un listed service Q LOT3 41 What is the name for the service (if different from response in N/A "About your Services" section)? Q LOT3 42 Price for most common configuration (i.e. Supplier's best 2.66 per contact The Catch & Dispatch service is charged at 2.66 per contact selling or expected best selling configuration)? Q LOT3 43 Minimum service unit pricing interval? Pricing is per contact Q LOT3 44 Is the service Public or Private? Public Q LOT3 45 Impact Levels (ILs) at which the service is accredited to IL0 process and/or store information (actual or target)? Q LOT3 46 Has the service been accredited? No Q LOT3 47 Features How would you categorise the service e.g. Billing / Social Media etc? Q LOT3 48 Short description (summary) of the service? Service Desk services for incident logging and management Service Desk as a Service The service provides Service Desk services (call logging, diagnosis and allocation to resolver groups) as a Service Two standard offerings are available Catch & Dispatch and an ITIL service. Each are described in full in the Service Definition. Steria 2013 Page 7 of 7 Version 3.0

Secure Remote Backup (IL3) G-Cloud Lot3 IaaS

Secure Remote Backup (IL3) G-Cloud Lot3 IaaS Secure Remote Backup (IL3) G-Cloud Lot3 IaaS Contents Service Definition... 3 An overview of the Remote Backup as a Service... 3 Key Service Attributes... 4 Information assurance... 5 Details of the level

More information

Service Definition Easysite Web CMS

Service Definition Easysite Web CMS Service Definition Easysite Web CMS Easysite Web Content Management System G-Cloud III Service Definition Easysite Web Content Management System Contents 1 Service Easysite Web Content Management System...

More information

IBM G-Cloud Microsoft Windows Active Directory as a Service

IBM G-Cloud Microsoft Windows Active Directory as a Service IBM G-Cloud Microsoft Windows Active Directory as a Service Service Definition IBM G-Cloud Windows AD as a Service 1 1. Summary 1.1 Service Description This offering is provided by IBM Global Business

More information

WebFOCUS Cloud Express. The WebFOCUS Cloud Express service is delivered as a managed G-Cloud service by Amtex Solutions Ltd.

WebFOCUS Cloud Express. The WebFOCUS Cloud Express service is delivered as a managed G-Cloud service by Amtex Solutions Ltd. Service Definition The name of the Service is: WebFOCUS Cloud Express An overview of WebFOCUS Cloud Express The WebFOCUS Cloud Express service is delivered as a managed G-Cloud service by Amtex Solutions

More information

Open Source Sales Force Automation (SFA) in the Cloud SaaS

Open Source Sales Force Automation (SFA) in the Cloud SaaS Open Source Sales Force Automation (SFA) in the Cloud SaaS Service Overview Our open source Sales Force Automation (SFA) in the cloud service allows customers to perform marketing automation through multi

More information

Business Intelligence as a Service for the G-Cloud

Business Intelligence as a Service for the G-Cloud Service Definition The name of the Service is: Business Intelligence as a Service An overview of Business Intelligence (BI) as a Service The BI service supports intelligent decisions by business users

More information

Ubertas Cloud Services: Service Definition

Ubertas Cloud Services: Service Definition Ubertas Cloud Services: Service Definition February 2013 Innovation. Power. Trust. Contents 1. About Ubertas... 2 Our Company... 2 Our Approach to Service Delivery... 2 Our Partner Network & the UK Cloud

More information

Service Definition MMaaS Mobile Device Management. G- Cloud VII. Service Definition Nine23 MMaaS Mobile Device Management

Service Definition MMaaS Mobile Device Management. G- Cloud VII. Service Definition Nine23 MMaaS Mobile Device Management Service Definition MMaaS Mobile Device Management G- Cloud VII 1 Table of Contents 1 SERVICE MMAAS MOBILE DEVICE MANAGEMENT... 3 1.1 OVERVIEW NINE23... 3 1.2 SERVICE SUMMARY MMAAS MOBILE DEVICE MANAGEMENT...

More information

END-USER REMOTE SUPPORT AND HELPDESK SERVICES SERVICE DEFINITION

END-USER REMOTE SUPPORT AND HELPDESK SERVICES SERVICE DEFINITION END-USER REMOTE SUPPORT AND HELPDESK SERVICES Complete IT Support for Business Westgate IT End-User Remote Support and Helpdesk Services: Service Definition Service Name End-User Remote Support and Helpdesk

More information

End-User Remote Support and Helpdesk Services

End-User Remote Support and Helpdesk Services End-User Remote Support and Helpdesk Services A single contact point for support needs G-Cloud 5 Service Definition CONTENTS Overview of Service... 2 Contacting the Service Desk... 3 Management Reports...

More information

Application Management. Lot 4 - Specialist Cloud Services. Version: 3.0, Issue Date: 05/02/2014. Classification: Open

Application Management. Lot 4 - Specialist Cloud Services. Version: 3.0, Issue Date: 05/02/2014. Classification: Open Application Management Version: 3.0, Issue Date: 05/02/2014 Classification: Open Classification: Open ii MDS Technologies Ltd 2014. Other than for the sole purpose of evaluating this Response, no part

More information

Marval Software Limited. G Cloud iii Framework Service Definition

Marval Software Limited. G Cloud iii Framework Service Definition 1 Marval Software Limited G Cloud iii Framework Service Definition Page 1 of 9 2 Contents An overview of the Marval Service Management (MSM) Software Solution... 3 Information assurance Impact Level (IL)

More information

2. Consultancy and Support

2. Consultancy and Support G-Cloud Services 4 Service Definition Grant Management Services Lot 3 1. CC Grant Tracker 2. Consultancy and Support Submitted By: Dave Allan CC Technology Ltd 375 West George St Glasgow G2 4LW dave.allan@cctechnology.com

More information

Secure LAMP Application Server Service

Secure LAMP Application Server Service Service Definition Document GCloud 7 : Product : G7 3.LAMP.008 Summary Secure LAMP Application Server Service Secure managed Web Software service, deliverying a LAMP application Service. Supports a wide

More information

Lot 4 Specialist Cloud Service Questmark Ltd. Video Conferencing Small Meeting Room Service

Lot 4 Specialist Cloud Service Questmark Ltd. Video Conferencing Small Meeting Room Service Lot 4 Specialist Cloud Services Lot 4 Specialist Cloud Service Questmark Ltd Video Conferencing Small Meeting Room Service QUESTMARK LIMITED Park House, 104 Derby Road, Long Eaton, NG10 4LS Telephone:

More information

Service Description for Hosted Server

Service Description for Hosted Server Service Overview tolomy has created its Hosted Server environment using VMware ESXi which provides the foundation for building and managing a virtualised IT infrastructure. These market leading, production-proven

More information

Backup to the Cloud Service Definition

Backup to the Cloud Service Definition Backup to the Cloud Service Definition Service Overview Working together with its Cloud Services Partner, Skyscape, SynApps Solutions (SynApps) has developed its Backup to the Cloud service to enable organisations

More information

Software as a Service (SaaS) Online HR

Software as a Service (SaaS) Online HR Software as a Service (SaaS) Online HR Contents Service Definition... 3 An overview of the G-Cloud Service... 3 Key Service Attributes... 4 Information assurance... 4 Details of the level of backup/restore

More information

ArcGIS Online School Locator

ArcGIS Online School Locator ArcGIS Online School Locator G-Cloud Services RM 1557vi Service Definition Esri UK G-Cloud 6 Lot 3 SaaS Services Crown Commercial Service Acknowledgement Esri and ArcGIS are trademarks, registered trademarks,

More information

CareFirst: Service Definition

CareFirst: Service Definition CareFirst: Service Definition Page 1 of 11 Contents 1. Service Overview... 3 2. Information Assurance... 4 3. Details of the level of backup/restore and disaster recovery that will be provided... 4 4.

More information

An overview of Electronic Medical Records as a Service

An overview of Electronic Medical Records as a Service Service Definition The name of the Service is: Electronic Medical Records as a Service An overview of Electronic Medical Records as a Service The Electronic Medical Records as a Service is developed by

More information

Documentum Document Management in the Cloud Service Definition

Documentum Document Management in the Cloud Service Definition Documentum Document Management in the Cloud Service Definition Service Overview Working together with its Cloud Services Partner, Skyscape, SynApps Solutions (SynApps) has developed its Documentum Document

More information

Virtual Desktop Infrastructure Platform as a Service

Virtual Desktop Infrastructure Platform as a Service www.steria.com/uk Virtual Desktop Infrastructure Platform as a Service creativity simplicity independence respect openness contents 1 Overview... 4 1.1 Benefits of Virtual Desktop Infrastructure... 5 2

More information

Service Definition Nine23 MDM

Service Definition Nine23 MDM Service Definition Nine23 MDM G-Cloud iv Contents 1 Service Nine23 Mobile Device Management System.....4 1.1 Overview Nine23 MDM...... 4 1.2 Open Standards. 5 1.3 User requirements.....5 1.3.1 Client Browser....5

More information

Web Conferencing and Collaboration as a Service

Web Conferencing and Collaboration as a Service Service Definition Document GCloud 7 : Product : G7 3.LAMP.008 Summary Web Conferencing and Collaboration as a Service Web Conferencing and project collaboration service designed for mobile and desktop

More information

Audit Management. service definition document

Audit Management. service definition document Audit Management service definition document Contents Introduction... 3 Service Description... 3 Features and Benefits... 4 Architecture... 5 Service Delivery... 6 Service Provisioning Time... 7 Service

More information

Service Description. Communications Data WorkFlow Management Software from Cyclops Cloud. Product Overview

Service Description. Communications Data WorkFlow Management Software from Cyclops Cloud. Product Overview Service Description Communications Data WorkFlow Management Software from Cyclops Cloud Product Overview Cyclops Cloud Communications Data WorkFlow Management Software provides a comprehensive Cloud based

More information

IT Service Management with System Center Service Manager

IT Service Management with System Center Service Manager Course 10965B: IT Service Management with System Center Service Manager Course Details Course Outline Module 1: Service Management Overview Effective IT Service Management includes process driven methodologies

More information

Managed Backup. Lot 4 - Specialist Cloud Services. Version: 3.0, Issue Date: 05/02/2014. Classification: Open

Managed Backup. Lot 4 - Specialist Cloud Services. Version: 3.0, Issue Date: 05/02/2014. Classification: Open Managed Backup Version: 3.0, Issue Date: 05/02/2014 Classification: Open Classification: Open ii MDS Technologies Ltd 201415/12/2014. Other than for the sole purpose of evaluating this Response, no part

More information

Log and Refer Service Desk IL0. September 2013

Log and Refer Service Desk IL0. September 2013 Log and Refer Service Desk IL0 September 2013 TABLE OF CONTENTS 1 Service Overview... 3 2 Why Capgemini?... 5 3 The Capgemini Proposition... 6 3.1 Approach... 7 4 Benefits... 9 4.1 Summary of Proposition...

More information

IBM Web Server as a Service

IBM Web Server as a Service IBM Web Server as a Service Service Definition IBM G-Cloud Web Server as a Service 1 1. Summary 1.1 Service Description This offering is provided by IBM Global Business Services and provides a Web Server

More information

SFW CRM for Stakeholders - MS Dynamics CRM

SFW CRM for Stakeholders - MS Dynamics CRM SFW CRM for Stakeholders MS Dynamics CRM Service Definition SFW Reference: Version: 5.0 Date 03/04/14 SFW Limited Southern House Station Approach Woking GU22 7UY www.sfwltd.co.uk Page 1 of 13 1 Service

More information

OpenStack Private Cloud Hosting in an Tier 3 Data Centre. G-Cloud Lot 1 IaaS

OpenStack Private Cloud Hosting in an Tier 3 Data Centre. G-Cloud Lot 1 IaaS OpenStack Private Cloud Hosting in an Tier 3 Data Centre This is service provides a dedicated private cloud environment built on the open source technology, OpenStack. This is service provides a dedicated

More information

Pro-8 Membership Management and Professional Standards CRM. Pro-8. Contents. Software as a Service. Service Description

Pro-8 Membership Management and Professional Standards CRM. Pro-8. Contents. Software as a Service. Service Description Pro-8 Pro-8 Membership Management and Professional Standards CRM Software as a Service Service Description Contents ABOUT PROTECH... 2 PRO-8 CRM OVERVIEW... 2 HOSTING AND INFRASTRUCTURE... 3 PRO-CRM FEATURES...

More information

ERPaaS Service Description Lot 3

ERPaaS Service Description Lot 3 ERPaaS Service Description Lot 3 Government Procurement Service G- Cloud 4 Submission Lot 3 SaaS September 2013 Contents 1. An overview of the G- Cloud Service... 1 1.1. Overview... 1 1.2. Functional Footprint...

More information

Neocol E-Discovery Consulting Services

Neocol E-Discovery Consulting Services Neocol E-Discovery Consulting Services Service Definition Neocol Reference: 1.0 Version: 1.0 Date: 1 March 2013 1. Service Definition 1.1. Service Overview The E-Discovery Consulting Services address needs

More information

PAAS Public Sector Managed Services

PAAS Public Sector Managed Services Meritec Limited Meritec House, Acorn Business Park, Skipton, North Yorkshire, BD23 2UE 0845 3451155 servicepoint@meritec.co.uk www.meritec.co.uk Registered In England & Wales No. 3224622 Table of Contents

More information

Execview Outsourced Services Management

Execview Outsourced Services Management EXECVIEW for G-Cloud Framework Users Execview Outsourced Services Management Service Definition for G-Cloud iv G-Cloud iv Service Description An overview of the G-Cloud Service (functional, non-functional)

More information

Maindec Computer Solutions Ltd. Service Definition for Infrastructure as a Service. Prepared by Mark Butcher

Maindec Computer Solutions Ltd. Service Definition for Infrastructure as a Service. Prepared by Mark Butcher Maindec Computer Solutions Ltd Definition for Infrastructure as a Prepared by Mark Butcher 1. Infrastructure as a Overview 1.1 What is it? Delivering an IT service that can adapt to business needs without

More information

VividApps Limited Service Definition Document

VividApps Limited Service Definition Document VividApps Limited Service Definition Document Page 1 of 10 Overview Reap the Benefits of multiple services from a single application, keeping you proactively connected with your clients. Assurity is a

More information

1 Why should monitoring and measuring be used when trying to improve services?

1 Why should monitoring and measuring be used when trying to improve services? 1 Why should monitoring and measuring be used when trying to improve services? a) To validate, direct, justify and intervene b) To validate, measure, monitor and change c) To validate, plan, act and improve

More information

G - Cloud Service Definition IT Infrastructure Monitoring And Helpdesk

G - Cloud Service Definition IT Infrastructure Monitoring And Helpdesk IT Professional Services G - Cloud Service Definition IT Infrastructure Monitoring And Helpdesk Registered Office: Technium Springboard Centre, Llantarnam Park Cwmbran Newport, South Wales. NP44 3AW Registered

More information

IBM IT Service Management. Service Definition

IBM IT Service Management. Service Definition Service Definition 1 1. Summary 1.1 Service Description IBM SmartCloud Control Desk (SaaS) is a service management solution that includes or supports the following processes: Knowledge Management Service

More information

DIGITAL MARKETPLACE (G CLOUD 7) OFFERING. Sopra Steria Integration Platform Support as a Service. Service Overview. Sopra Steria in the public sector

DIGITAL MARKETPLACE (G CLOUD 7) OFFERING. Sopra Steria Integration Platform Support as a Service. Service Overview. Sopra Steria in the public sector DIGITAL MARKETPLACE (G CLOUD 7) OFFERING Sopra Steria Integration Platform Support as a Service Sopra Steria in the public sector Organisations across the public sector choose Sopra Steria to deliver transformation

More information

thoughtonomy Virtual Workforce for Service Automation

thoughtonomy Virtual Workforce for Service Automation thoughtonomy Virtual Workforce for Service Automation The Thoughtonomy Virtual Workforce uses software to replicate the interactions of people and technology to automate a wide range of operational and

More information

IBM G-Cloud Application Systems Management as a Service

IBM G-Cloud Application Systems Management as a Service IBM G-Cloud Application Systems Management as a Service Service Definition 1 1. Summary 1.1 Service Description This offering is provided by IBM Global Business Services and provides a Systems Management

More information

G-CLOUD FRAMEWORK SERVICE DEFINITION. Kofax Model Office Bundle Proposal ISSUE 1

G-CLOUD FRAMEWORK SERVICE DEFINITION. Kofax Model Office Bundle Proposal ISSUE 1 G-CLOUD FRAMEWORK SERVICE DEFINITION Kofax Model Office Bundle Proposal ISSUE 1 Sept 2013 Table of Contents 1 SERVICE OVERVIEW & SOLUTION... 2 2 INFORMATION ASSURANCE... 3 3 BACKUP/RESTORE AND DISASTER

More information

Spektrix Service Definition

Spektrix Service Definition Spektrix Service Definition An overview of the G-Cloud Service Spektrix is a cloud-based ticketing and marketing software package provided as Software as a Service. It is designed for arts and entertainment

More information

Integrated windows authentication for customers based on Probation GSI network

Integrated windows authentication for customers based on Probation GSI network Product Overview Victims Tracker (VT) is a software application, which was developed by London Probation Trust (LPT) to effectively manage the engagement / contact with victims of crime and the management

More information

UDiMan. Introduction. Benefits: Name: UDiMan Identity Management service. Service Type: Software as a Service (SaaS Lot 3)

UDiMan. Introduction. Benefits: Name: UDiMan Identity Management service. Service Type: Software as a Service (SaaS Lot 3) UDiMan Name: UDiMan Identity Management service Service Type: Software as a Service (SaaS Lot 3) Introduction UDiMan is an Enterprise Identity Management solution supporting mission critical authentication

More information

Platform as a Service

Platform as a Service Platform as a Service Service Definition Version: 1.0 Version date: October 2015 Classification: Public Backup-as-a-Service Systems Monitoring DR-as-a-Service Storage-as-a-Service Hosted Exchange Colocation

More information

OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES

OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES IN CONFIDENCE TABLE OF CONTENTS 1 CONTACT DETAILS 1 1.1 The Client Contract Management

More information

Service Definition Document

Service Definition Document Service Definition Document QinetiQ Secure Cloud Protective Monitoring Service (AWARE) QinetiQ Secure Cloud Protective Monitoring Service (DETER) Secure Multi-Tenant Protective Monitoring Service (AWARE)

More information

Xerox Print Monitoring Service (XPMS)

Xerox Print Monitoring Service (XPMS) Xerox Print Monitoring Service (XPMS) Service Description G-Cloud : Lot 3 : Software as a Service (SaaS) April 2014 Version 1.0 2014 Xerox Corporation. All rights reserved. Xerox and Xerox and Design are

More information

Hosted Desktop as a Service

Hosted Desktop as a Service Hosted Desktop as a Service Contents 1 Introduction to Hosted Desktop Service...2 2 Service Definition...3 2.1 Functionality & Features... 3 2.2 Administration... 4 2.3 Access Methods... 4 2.4 Service

More information

Thales Service Definition for NOC Services for Cloud

Thales Service Definition for NOC Services for Cloud Thales Service Definition for UK NOC Services Thales Service Definition for NOC Services for Cloud April 2014 Page 1 of 13 Thales Service Definition for UK NOC Services CONTENT Page No. Introduction...

More information

Vodafone Private Cloud

Vodafone Private Cloud Vodafone Private Cloud Overview Vodafone Private Cloud is our dedicated public sector cloud service that connects you to your own private IL2/IL3 network and / or core government networks, including the

More information

TAA clients are provided with a toll-free number for their clients to access the service desk, valid throughout North America.

TAA clients are provided with a toll-free number for their clients to access the service desk, valid throughout North America. TELUS AgentAnywhere Powered by Support Excellence Inc. Service Delivery solutions. This document outlines the ability of TELUS AgentAnywhere, Powered by Support Excellence, to provide service desk solutions

More information

Impact Level HootSuite does not yet have an Impact Level accreditation, however if we were to apply we believe we would be at the IL3 level.

Impact Level HootSuite does not yet have an Impact Level accreditation, however if we were to apply we believe we would be at the IL3 level. Overview G Cloud 4: Service Definition HootSuite is a social media monitoring and listening platform for businesses and organisations to collaboratively execute social media strategies across multiple

More information

Data Services as a Service for the G-Cloud

Data Services as a Service for the G-Cloud Service Definition The name of the Service is: Data Services as a Service An overview of Data Services as a Service The Data Services service enables data stored in legacy/operational systems, in the cloud

More information

Managed Desktop Services Windows and OS X

Managed Desktop Services Windows and OS X Managed Desktop Services Windows and OS X Contents 1 Introduction to Managed Desktop Services...2 2 Service Definition...3 2.1 Functionality & Features - Windows... 3 2.2 Functionality & Features OS X...

More information

Execview Corporate Performance Management

Execview Corporate Performance Management EXECVIEW for G-Cloud Framework Users Execview Corporate Performance Management Service Definition for G-Cloud iii G-Cloud ITT Service Definition overview (This section of our response is intended to provide

More information

Service Description Archive Storage in the Cloud

Service Description Archive Storage in the Cloud Service Description Archive Storage in the Cloud Product Overview Archive Storage in the Cloud enables an organisation to migrate their valuable but seldom used data to a cost efficient, reliable and secure

More information

Amazon Relational Database Service (RDS)

Amazon Relational Database Service (RDS) Amazon Relational Database Service (RDS) G-Cloud Service 1 1.An overview of the G-Cloud Service Arcus Global are approved to sell to the UK Public Sector as official Amazon Web Services resellers. Amazon

More information

SERVICE DEFINITION G-CLOUD 7 SECURE FILE TRANSFER DIODE. Classification: Open

SERVICE DEFINITION G-CLOUD 7 SECURE FILE TRANSFER DIODE. Classification: Open SERVICE DEFINITION G-CLOUD 7 SECURE FILE TRANSFER DIODE Classification: Open Classification: Open ii MDS Technologies Ltd 2015. Other than for the sole purpose of evaluating this Response, no part of this

More information

Service Description Document Management in the Cloud

Service Description Document Management in the Cloud Service Description Document Management in the Cloud Product Overview Document Management in the Cloud enables an organisation to acquire a subscription based Document management application in a rapid

More information

GCloud Application Development Service Definition. Application Development

GCloud Application Development Service Definition. Application Development GCloud Service Definition GCloud Service Definition Contents 1.... 3 1.1. Overview... 3 1.2. Information Assurance... 6 1.3. Backup / Restore / Disaster Recovery... 6 1.4. On-boarding and Off-boarding

More information

ManageEngine SupportCenter Plus 7.7 Edition Comparison

ManageEngine SupportCenter Plus 7.7 Edition Comparison ManageEngine SupportCenter Plus 7.7 Edition Comparison Detailed Comparison of SupportCenter Plus 7.7 Editions. Zoho Corporation Official Document. ManageEngine is a part of Zoho Corporation ( Formerly

More information

Frequently Asked Questions

Frequently Asked Questions Frequently Asked Questions Page 1 Instsanda FAQs v1.2 Instanda FAQs Contents Hosting, Security, Monitoring and Management... 3 Where is Instanda hosted?... 3 What is the hosting datacentre compliance?...

More information

DIGITAL MARKETPLACE (G-CLOUD 7) OFFERING. Sopra Steria OneMobile SaaS Service. Introduction. Service Definition. Sopra Steria in the public sector

DIGITAL MARKETPLACE (G-CLOUD 7) OFFERING. Sopra Steria OneMobile SaaS Service. Introduction. Service Definition. Sopra Steria in the public sector DIGITAL MARKETPLACE (G-CLOUD 7) OFFERING Sopra Steria OneMobile SaaS Service Sopra Steria in the public sector Organisations across the public sector choose Sopra Steria to deliver transformation programmes

More information

SERVICE DEFINITION DOCUMENT MANAGEMENT IN THE CLOUD

SERVICE DEFINITION DOCUMENT MANAGEMENT IN THE CLOUD Commercial in Confidence 1 G-CLOUD III FRAMEWORK SERVICE DEFINITION DOCUMENT MANAGEMENT IN THE CLOUD Capita Division / Supplier: Capita Business Services Ltd powered by SkyScape Service Name: Document

More information

Moving beyond Virtualization as you make your Cloud journey. David Angradi

Moving beyond Virtualization as you make your Cloud journey. David Angradi Moving beyond Virtualization as you make your Cloud journey David Angradi Today, there is a six (6) week SLA for VM provisioning it s easy to provision a VM, the other elements change storage, network

More information

IBM Database as a Service

IBM Database as a Service IBM Database as a Service Service Definition IBM G-Cloud Database as a Service 1 1. Summary 1.1 Service Description This offering is provided by IBM Global Business Services and provides a versatile (relational

More information

ASIAN PACIFIC TELECOMMUNICATIONS PTY LTD STANDARD FORM OF AGREEMENT. Schedule 3 Support Services

ASIAN PACIFIC TELECOMMUNICATIONS PTY LTD STANDARD FORM OF AGREEMENT. Schedule 3 Support Services ASIAN PACIFIC TELECOMMUNICATIONS PTY LTD STANDARD FORM OF AGREEMENT Schedule 3 Support Services December 2013 Table of Contents 1. SERVICE SCHEDULE 3 SUPPORT SERVICES... 3 1.1 OVERVIEW... 3 1.2 STANDARD

More information

G-Cloud Service Definition. Atos Call Centre Services SCS

G-Cloud Service Definition. Atos Call Centre Services SCS G-Cloud Service Definition Atos Call Centre Services SCS Atos Call Centre Services SCS Summary Atos SIAM Service Desk is designed to provide a core part of the SIAM Tower model for ICT delivery. This service

More information

Xerox Remote Infrastructure Monitoring (XRIM)

Xerox Remote Infrastructure Monitoring (XRIM) Xerox Remote Infrastructure Monitoring (XRIM) Service Description G-Cloud : Lot 3 : Software as a Service (SaaS) April 2014 Version 1.0 2014 Xerox Corporation. All rights reserved. Xerox and Xerox and

More information

Cloud Panel Draft Statement of Requirement

Cloud Panel Draft Statement of Requirement Cloud Panel Draft Statement of Requirement August 2014 Statement of Requirement This draft Statement of Requirement (SOR) has been created to provide Commonwealth Agencies, industry members and interested

More information

SERVICE DEFINITION. G-Cloud 7 MANAGED SERVER. Classification: Open

SERVICE DEFINITION. G-Cloud 7 MANAGED SERVER. Classification: Open SERVICE DEFINITION G-Cloud 7 MANAGED SERVER Classification: Open Classification: Open ii MDS Technologies Ltd 2015. Other than for the sole purpose of evaluating this Response, no part of this material

More information

Amazon Compute - EC2 and Related Services

Amazon Compute - EC2 and Related Services Amazon Compute - EC2 and Related Services G-Cloud Service 1 1.An overview of the G-Cloud Service Arcus Global are approved to sell to the UK Public Sector as official Amazon Web Services resellers. Amazon

More information

Cloud Brokerage. G-Cloud Service. Arcus Global 2014 1

Cloud Brokerage. G-Cloud Service. Arcus Global 2014 1 Cloud Brokerage G-Cloud Service 1 An overview of the G-Cloud Service Information assurance Backup/restore and disaster recovery On-boarding and Off-boarding processes/scope etc. Pricing Service management

More information

Q&A. HP Service Anywhere Simplifying ITSM. Questions Asked by Webinar Attendee on December 12, 2012

Q&A. HP Service Anywhere Simplifying ITSM. Questions Asked by Webinar Attendee on December 12, 2012 Q&A HP Service Anywhere Simplifying ITSM Questions Asked by Webinar Attendee on December 12, 2012 Q: What are the USP's for Service Anywhere over say ServiceNow? A: Please review the information available

More information

Expert Reference Series of White Papers. Understanding NIST s Cloud Computing Reference Architecture: Part II

Expert Reference Series of White Papers. Understanding NIST s Cloud Computing Reference Architecture: Part II Expert Reference Series of White Papers Understanding NIST s Cloud Computing Reference Architecture: Part II info@globalknowledge.net www.globalknowledge.net Understanding NIST s Cloud Computing Reference

More information

Digital Marketplace - G-Cloud

Digital Marketplace - G-Cloud Digital Marketplace - G-Cloud CRM Services Core offer 9 services in this area: 1. Dynamics CRM Upgrade Services Utilising this service, Core will undertake an evaluation of your current CRM platform. We

More information

DataCentred Cloud Storage

DataCentred Cloud Storage Service Description DataCentred Michigan Park Michigan Avenue Salford Quays M50 2GY United Kingdom Tel: 0161 870 3981 enquiries@datacentred.co.uk www.datacentred.co.uk Contents Service Description... 2

More information

SIMS Support Service. What we offer. Benefits to your school

SIMS Support Service. What we offer. Benefits to your school 52 SIMS Support Service Our SIMS Support Service includes access to our dedicated and experienced accredited service desk for advice and guidance on Core SIMS.net modules, software upgrades and ad hoc

More information

SHARPCLOUD SECURITY STATEMENT

SHARPCLOUD SECURITY STATEMENT SHARPCLOUD SECURITY STATEMENT Summary Provides details of the SharpCloud Security Architecture Authors: Russell Johnson and Andrew Sinclair v1.8 (December 2014) Contents Overview... 2 1. The SharpCloud

More information

Cloud Computing Alignment to Service Management (ITIL v3)

Cloud Computing Alignment to Service Management (ITIL v3) Cloud Computing Alignment to Service Management (ITIL v3) Written by: Amit Kumar Purpose : Educational Use Only Table of Contents What is Cloud Computing? What is Software as a Service? What is Infrastructure

More information

SuiteCRM Customer Relationship Management System

SuiteCRM Customer Relationship Management System SuiteCRM Customer Relationship Management System Overview SalesAgility is an ISO9001-accredited professional services consultancy engaged in transforming the business needs of our clients into robust and

More information

A Managed Storage Service on a Hybrid Cloud

A Managed Storage Service on a Hybrid Cloud A Managed Storage on a Hybrid Cloud Business Context Sustainability Improve procurement & contract management Embrace and optimise advances in technology Environmental improvement & carbon reduction Global

More information

MSM HIGH-SPEED, WEB-BASED INTEGRATED SERVICE MANAGEMENT SOFTWARE

MSM HIGH-SPEED, WEB-BASED INTEGRATED SERVICE MANAGEMENT SOFTWARE HIGH-SPEED, WEB-BASED INTEGRATED SERVICE MANAGEMENT SOFTWARE brochure Update Global Partners.qxd 30/9/09 16:44 Page 2 - Marval s next generation - Marval s of integrated next IT generation of integrated

More information

VMware Service Manager: Implementing Incident Problem Management

VMware Service Manager: Implementing Incident Problem Management Delivery Methods Instructor-led training Live-online Onsite training Course Duration Three (3) days Maximum Students Twelve (12) Target Audience System administrators Service desk managers Service desk

More information

Hydrant E-Learning Management System (HELMS)

Hydrant E-Learning Management System (HELMS) Hydrant E-Learning Management System (HELMS) service definition v6.1 Page 1 Service overview Hydrant offer an e-learning Management System (HELMS) on which a variety of e-learning solutions can be built

More information

Cloud-based Managed Services for SAP. Service Catalogue

Cloud-based Managed Services for SAP. Service Catalogue Cloud-based Managed Services for SAP Service Catalogue Version 1.8 Date: 28.07.2015 TABLE OF CONTENTS Introduction... 4 Managed Services out of the Cloud... 4 Cloud-based Flexibility, Efficiency and Scalability...

More information

1. INCIDENT MANAGEMENT

1. INCIDENT MANAGEMENT 1. INCIDENT MANAGEMENT Topic/Question 1.1 Incident Identification Can incident records be created manually? 1.2 Unique Reference Does the tool automatically allocate a unique reference to newly created

More information

IPL Service Definition - Master Data Management for Cloud Related Services

IPL Service Definition - Master Data Management for Cloud Related Services IPL Proposal April 2014 IPL Service Definition - Master Data Management for Cloud Related Services Project: Date: 10 April 2014 Issue Number: Customer: Crown Commercial Service Page 1 of 11 IPL Information

More information

MSM HIGH-SPEED, WEB-BASED INTEGRATED SERVICE MANAGEMENT SOFTWARE

MSM HIGH-SPEED, WEB-BASED INTEGRATED SERVICE MANAGEMENT SOFTWARE MSM HIGH-SPEED, WEB-BASED INTEGRATED SERVICE MANAGEMENT SOFTWARE MSM - Marval s integrated IT Service Management software, developed to meet current and future business needs MSM is an advanced, feature

More information

Microsoft Exchange Online from BT. Service Description (Shared Platform)

Microsoft Exchange Online from BT. Service Description (Shared Platform) Microsoft Exchange Online from BT Version 5.1 January 2004 Confidentiality statement All information contained in this document is provided in confidence for the sole purpose of adjudication, and shall

More information

1 ForestSafe SaaS Service details Service Description Functional Non Functional

1 ForestSafe SaaS Service details Service Description Functional Non Functional 1 ForestSafe SaaS Service details 1.1 Service Description ForestSafe is a privileged identity management system used today to manage the Administrator passwords of 65,000 computers by the UK largest bank.

More information

Service Definition The following section provides a summary overview of the hosted Microsoft Exchange solution.

Service Definition The following section provides a summary overview of the hosted Microsoft Exchange solution. Microsoft Exchange Service Definition Service Description Hosted Exchange 2010 is a secure business-class email messaging and collaboration service designed to make it possible for you and your employees

More information

Use of UniDesk Code of Practice

Use of UniDesk Code of Practice Use of UniDesk Code of Practice Introduction This code of practice outlines the support mechanisms in place for the security of the UniDesk service. References are made to Exchange, EASE, Shibboleth, Identity

More information