ITHINK 365 LIMITED

Microsoft 365 AI Integration and Custom Development Tools (HR, CRM, LOB Systems)

iThink 365 provides cloud-hosted AI integration tools that connect Microsoft 365, Copilot, Power Platform, and popular HR, CRM, and finance systems. The service enables organisations to configure workflows, link data sources, and automate processes securely, delivering scalable, repeatable AI-driven insights and enhanced operational efficiency without custom development.

Features

• Custom AI integrations for HR, CRM and LOB systems
• API‑based integration with third‑party business applications
• AI‑enabled workflows across Microsoft 365 and Power Platform
• Custom connectors for secure system‑to‑system communication
• Embedded AI experiences within Teams and SharePoint
• Dataverse‑based data integration and management
• Orchestration of AI services across multiple applications
• Secure authentication using Microsoft Entra ID
• Scalable cloud‑based integration architecture
• Configurable workflows and automation logic

Benefits

• Reduce manual data transfer between business systems
• Improve efficiency through automated cross‑system workflows
• Enable consistent AI experiences across Microsoft 365
• Increase data accuracy across integrated platforms
• Support faster decision‑making with connected AI insights
• Streamline business processes across departments
• Reduce reliance on disconnected legacy integrations
• Enhance user experience with embedded system access
• Accelerate delivery of AI‑enabled solutions
• Support secure and scalable integration growth

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@ithink365.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

668213723861035

Contact

Simon Doy
+447766542957
sales@ithink365.co.uk

About your service

• Service categories:

  Application Development and Deployment

  AI platforms

  AI software services

  • Generative AI Software Services
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: This service extends Microsoft 365, Microsoft Copilot, Power Platform and Azure AI by integrating AI capabilities with HR, CRM, finance and line‑of‑business systems. It enhances these platforms through custom development, APIs, connectors and workflows, enabling seamless data exchange and AI‑driven processes across enterprise systems.
• Cloud deployment model: Public cloud
• Service constraints: This service requires access to customer systems, APIs and relevant permissions to enable integration and development. Delivery is dependent on the availability, stability and licensing of third‑party systems. Planned maintenance or changes to external platforms may impact integration timelines. The service does not include ongoing third‑party system support unless agreed separately.
• System requirements:
  • Active Microsoft 365 subscription with required services enabled
  • Supported web browser (Edge, Chrome, Firefox, Safari)
  • Stable internet connection with minimum recommended bandwidth
  • Power Platform licences for Power Apps or Power Automate
  • Microsoft Dataverse access for data storage where required
  • API access to relevant HR, CRM or LOB systems
  • Microsoft Entra ID for authentication and permissions
  • Appropriate permissions for system and connector configuration

User support

• Email or online ticketing support: Yes
• Support response times: Response times:; ; Business hours (Monday–Friday, 09:00–17:00): initial response within 4 hours.; ; Out-of-hours, weekends and public holidays: initial response within 24 hours.; ; Critical issues are prioritised and escalated immediately where necessary.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: No
• Support levels: Support Levels:; ; Standard Support (included):; ; Access via email and online ticketing portal.; ; Initial response within 4 hours during business hours.; ; Out-of-hours response within 24 hours.; ; Premium Support (optional add-on):; ; Includes dedicated Technical Account Manager (TAM).; ; Proactive guidance on workflow optimisation and system updates.; ; Escalation handling for urgent issues.; ; Pricing provided on request, based on organisation size and requirements.; ; All support is delivered by trained staff familiar with Microsoft 365 and Power Platform.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We support users through a structured onboarding process that includes documentation, online sessions, and guided setup. Onboarding covers integration design, system access, API configuration, security permissions, workflow setup and deployment within Microsoft 365 and Power Platform. We provide step‑by‑step guidance, examples and troubleshooting to support effective delivery. Where required, guided onboarding sessions are delivered virtually or on‑site to support environment configuration, governance alignment and handover to operational teams. Ongoing support is available during delivery to ensure integrations are implemented successfully.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: When the contract ends, all data, integrations and configurations remain within the customer’s Microsoft 365 tenant and connected business systems. iThink 365 does not store customer data, ensuring ownership and control stay with the organisation. Users can export solutions, workflows and configuration assets from Power Platform environments using standard export and solution packaging features. Data held in Dataverse or connected systems can be exported to Excel or CSV, or extracted programmatically via APIs provided by the relevant platforms. Any custom components, documentation and integration summaries are provided as part of offboarding. We recommend completing exports and documentation handover before removing access or disabling environments. iThink 365 provides guidance during offboarding to ensure all assets are successfully extracted and documented.
• End-of-contract process: At the end of the contract, all data, integrations, workflows and configurations remain within your Microsoft 365 tenant and connected business systems. iThink 365 does not store customer data, so ownership and control remain with you. We follow a structured offboarding process to ensure a smooth transition. This includes confirming environment ownership, removing iThink 365 access, transferring administrative responsibilities if required, and providing guidance on exporting solutions, workflows, and documentation created during delivery. Integration assets and configuration details are provided as part of the handover. A final handover session and configuration summary are included in the contract price. Optional extended offboarding support, additional documentation, or hands‑on extraction assistance can be provided at an additional cost if required.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: No
• Customisation available: Yes
• Description of customisation: Users can customise the service by defining which business systems are integrated, how data is exchanged, and how AI capabilities are embedded into Microsoft 365, Teams, SharePoint and Power Platform solutions. Customisation includes workflow logic, data mappings, triggers, approvals, user interfaces, and security controls aligned to organisational processes.; Customisation is delivered through structured requirement sessions, solution design, and iterative development using Power Platform components, custom connectors, APIs, and integration services. Where appropriate, configurations are applied directly within customer environments using governed development practices and deployment pipelines.; Authorised customer IT administrators and system owners define requirements and approve designs, while iThink 365 specialists deliver the development and configuration. Administrators retain control over environments, permissions and governance, while end users interact with the customised solutions within the boundaries defined by organisational policies.

Scaling

• Independence of resources: This service runs on Microsoft’s cloud infrastructure using tenant‑isolated Microsoft 365 and Power Platform environments. Resources are logically separated per customer, ensuring integrations, workflows and automations operate independently. Microsoft’s elastic scaling, capacity management and automated load balancing ensure demand from one organisation does not impact others. Continuous monitoring maintains consistent performance across all environments.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide service metrics through Microsoft 365, Power Platform admin centres and supported APIs to monitor integration usage, workflow execution and system interactions. Metrics include workflow run history, success and failure rates, API call volumes, connector performance, data synchronisation status and automation usage frequency. Administrators can track solution deployments, configuration changes and Dataverse activity related to integrated systems. Audit logs capture administrative actions and access events for governance and compliance. These metrics help organisations monitor performance, identify issues, optimise integrations and maintain secure, reliable operations. iThink 365 supports initial configuration and provides guidance for ongoing monitoring and reporting.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Other
• Other data at rest protection approach: Data at rest is protected using Microsoft 365’s built-in encryption (AES-256) across all storage media. Tenant data is logically segregated, with strict access controls, secure key management, and redundancy across data centres. Physical access is restricted and monitored by Microsoft, ensuring resilience and compliance with public sector security standards.
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: IThink 365 does not store customer data. All data, integration configurations, workflows and outputs remain within the customer’s Microsoft 365 tenant and connected business systems. Users can export integration solutions, custom connectors and workflow components using standard Power Platform and Microsoft 365 export tools, including solution packages where applicable. Data held in Dataverse or source systems can be exported directly to Excel or CSV, or extracted programmatically using supported Microsoft or third‑party APIs. iThink 365 provides guidance to ensure exports are completed securely and in line with governance requirements.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • JSON
  • XML
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Excel
  • JSON
  • XML

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network: Other
• Other protection within supplier network: Data within the service network is protected using Microsoft 365’s built-in security controls, including encryption at rest (AES 256), tenant isolation, access controls, and secure authentication. Workflows, tasks, and stored data are segregated per organisation, ensuring confidentiality, integrity, and protection against unauthorised access.

Availability and resilience

• Guaranteed availability: The service is delivered as a cloud‑hosted SaaS solution with guaranteed availability of 99.9% in line with Microsoft’s platform SLAs for Microsoft 365, Power Platform and Azure services. Availability is supported through Microsoft’s resilient cloud architecture, including redundancy, automated failover and proactive monitoring. Planned maintenance is scheduled by Microsoft with advance notice where possible. iThink 365 provides support during incidents, but does not offer a separate uptime SLA beyond Microsoft’s guarantees. This ensures reliable, secure operation of integrated workflows, APIs and AI‑enabled processes across connected systems.
• Approach to resilience: The service is built on Microsoft’s resilient cloud infrastructure across Microsoft 365, Power Platform and Azure. Microsoft operates multiple geo‑redundant datacentres with automated failover, load balancing and continuous monitoring to maintain service availability. Customer environments are tenant‑isolated, ensuring resilience and protection from other tenants’ demand. Platform redundancy, backup processes and proactive maintenance minimise disruption. Detailed datacentre architecture, resilience design and failover mechanisms are available from Microsoft on request.
• Outage reporting: The service reports outages through multiple channels to ensure users are informed promptly. Public dashboard: Displays current service status, including any outages or planned maintenance, accessible via the web. Email alerts: Registered users receive notifications for service disruptions, maintenance windows, and incident resolutions. API: Available for integration with organisational monitoring tools, providing real-time status updates programmatically. Incident reports include start and end times, affected components, and any mitigation steps taken. Users can monitor service health proactively and plan work around any disruptions. Post-incident summaries are provided to support review and compliance requirements. This multi-channel approach ensures transparency, timely communication, and minimises operational impact for public sector organisations.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is restricted through Microsoft’s security framework and our governance model. Administrative access uses Microsoft Entra ID with MFA and role‑based permissions. Only authorised users can manage environments, integrations, workflows and Power Platform settings. Privileged operations are logged through Microsoft 365 audit logs. Support channels require authenticated accounts, and access for iThink 365 staff is granted only when needed and removed after engagement. This ensures secure, auditable, and compliant management and support interactions.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Cyber Essentials
• Information security policies and processes: The service follows Microsoft 365’s comprehensive information security policies and processes, aligned with ISO 27001 and public sector security standards. These cover access control, data protection, incident management, change management, and monitoring.; ; Reporting structure: Security responsibilities are defined across organisational and technical teams. A designated Security Officer oversees compliance, reporting directly to senior management. All incidents are logged, escalated, and reviewed according to severity, with documented mitigation steps.; ; Policy enforcement: Access is controlled using role-based permissions and multi-factor authentication. Users are required to follow security best practices, while administrative and operational activity is monitored through audit logs. Regular training ensures staff understand and adhere to policies. Security reviews, internal audits, and automated monitoring help maintain compliance.; ; Incident response: Any suspected breaches trigger immediate investigation and reporting, following a formal escalation process. Lessons learned are applied to update policies, configurations, and controls.; ; This structured approach ensures that the service maintains data confidentiality, integrity, and availability, while providing public sector organisations with clear visibility of security governance and adherence to recognised standards.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: The service follows formal configuration and change management processes aligned with recognised standards (CSA CCM v4.0, SSAE-18/ISAE 3402). All components, including workflows, APIs, integrations, and infrastructure, are tracked through their lifecycle with version control and documented histories. Proposed changes are assessed for security and operational impact, tested in a controlled environment, and approved by authorised personnel. Audit logs and monitoring tools track all changes, ensuring compliance and transparency. This approach maintains service stability, security, and reliability, allowing updates, enhancements, and patches to be deployed safely while providing public sector organisations with a fully auditable and controlled change process.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: The service follows a structured vulnerability management process aligned with recognised standards (CSA CCM v4.0, SSAE-18/ISAE 3402). Potential threats are assessed through automated scans, internal security reviews, and threat intelligence from Microsoft Security, CERT-UK, and other recognised sources. Risks are prioritised by severity and impact on workflows, data, and integrations. Security patches are tested in a controlled environment and deployed promptly, with critical vulnerabilities addressed as quickly as possible. Continuous monitoring and audit logs ensure emerging threats are identified and remediated, maintaining service security, operational continuity, and compliance for public sector organisations.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Identifying compromises: Continuous monitoring of workflows, APIs, system logs, and network activity detects anomalies, suspicious behaviour, or potential security breaches. Automated alerts and threat intelligence feeds from Microsoft Security and CERT-UK support rapid identification of risks.; ; Responding to incidents: Once a potential compromise is detected, incidents are escalated according to severity. Investigation and containment measures are initiated immediately, including isolating affected components and applying mitigation steps.; ; Response time: Critical incidents are addressed as quickly as possible, with formal incident reporting and post-incident review. Lessons learned inform updates to security controls and procedures.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: The service has defined incident management processes aligned with recognised standards. Pre-defined procedures cover common events, including service outages, security breaches, and workflow failures. Users report incidents via email or the online ticketing portal, with prioritisation based on severity. Incidents are logged, investigated, and escalated as needed, with containment and mitigation measures applied promptly. Users receive updates throughout the resolution process, including incident summaries and post-incident reports detailing causes, actions taken, and lessons learned. Continuous review ensures procedures are improved over time, maintaining operational continuity, transparency, and compliance while protecting public sector data and service reliability.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 3%
• Between £1,000,001 and £2,500,000: 5%
• Between £2,500,001 and £5,000,000: 7%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 7fef7a63-50ed-4e98-977d-05b042f40efb
• Cyber essentials plus: No
• Cyber Essentials Alternative: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Understanding of issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@ithink365.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.