CTMS SERVICE MANAGEMENT LTD

Netcall Liberty Spark - Process Mapping & Improvement (SaaS) – supplied by CTMS, Netcall partner

Liberty Spark is an online process mapping, analysis and management software that makes process improvement easy for everyone. The service is delivered as Software as a Service (SaaS) and is hosted by Netcall. CTMS supplies the service as an authorised Netcall reseller.

Features

• Intuitive Process Mapping & Engaging Process Workshops
• Easy to use Process Library
• Powerful Process Analytics & Insights
• Process Collaboration & Feedback for Continuous Improvement
• Roles and Responsibilities Mapping
• Process Lifecycle Management
• Process Health Tracker
• Connected process data model
• AI Builder: Process Generator, Blueprint Generator, App Generator
• Ask Liberty AI: Process Knowledge Chatbot

Benefits

• Reduced time and costs associated with Process Discovery
• Reduced risk in Digital Transformation projects
• More efficient and improved processes (time and cost)
• Knowledge retention and quicker onboarding of new starters
• Reduced time spent searching for process knowledge
• Easier Continuous Improvement across a wide audience
• Reduced time and costs for compliance audits
• Increased employee satisfaction and engagement
• Single source of truth for all processes and procedures
• procedures Rapid Application Blueprinting and Application Creation (in Liberty Create)

• Free trial 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 david.keen@ctms-itsm.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

668255021462314

Contact

David Keen
01189338070
david.keen@ctms-itsm.com

About your service

• Service categories:

  Application Development and Deployment

  Application development

  Modelling and architecture

  • Business Process Modelling Tools
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Liberty Spark can be used as standalone or as an add-on to other modules that are part of the Netcall Liberty platform, including Liberty Create low code platform; Liberty RPA; Liberty AI; Liberty IDP; Liberty Converse CX.
• Cloud deployment model: Public cloud
• Service constraints: The service is subject to planned maintenance, which will be notified in advance.
• System requirements:
  • Web Browser
  • Internet connectivity

User support

• Email or online ticketing support: Yes
• Support response times: Target 90-minute initial response, in business working hours & days
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: N/A
• Web chat accessibility testing: As a browser-based interface, third-party tools deployed on the users' desktop or browser can be used to support user accessibility. Automated accessibility testing using a variety of proprietary and external tools, alongside inspection and manual testing with a keyboard and adaptive technologies, such as screen readers and speech recognition software.
• Onsite support: Yes, at extra cost
• Support levels: Netcall provides a standard level of support which will be included within the software service (SaaS) cost. This includes access to the Support Online Portal, and contact by telephone, chat or email to the remote support teams during contracted hours. A technical account manager and cloud support engineer are provided.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: We provide an Onboarding Service, which covers: ; • Strategy Definition; Project Plan, Governance Structure, Process Scope, Roles and Responsibilities, Process Architecture, use-case, standards.; • Workspace set-up and configuration. ; • Process Mapping Training.; • Indepth product feature training sessions
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Users can export process maps as as PDF documents, image files, or converted into Visio files. This allows sharing of visual representations of processes or continue working with them in other diagramming tools.; Reports can also generated within Liberty Spark and downloaded into Excel or CSV format.
• End-of-contract process: At the end of the contract, Netcall will confirm the buyer's exit requirements. Buyer data can be extracted in a variety of file formats upon completion of the contract. If requested within thirty (30) days of the expiration or termination of this Agreement, Netcall can make all buyer data stored within the Netcall Service available. ; Subject to agreed contract, Netcall can provide an exit plan which typically would include: ; 1. Measures to prevent disruption in the supply of the services during the period of transition from the Netcall Service to a replacement service; ; 2. Detail how the replacement service will be adopted by the replacement supplier and/or Customer;; 3. Specify the scope of the Transitional Assistance Services (TAS) that may be required by the customer, together with any charges payable and how such services would be provided; ; 4. Provide a timetable and identify key actions for carrying out the TAS;; 5. Set out the management structure to be put in place during the TAS.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Accessible via website.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: All processes and associated content is accessible on both mobile and desktop devices, although Process Mapping is optimised for the desktop.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Liberty Spark provides an easy-to-use browser-based service interface. ; User permissions define who has access to certain features, be it a Viewer, Editor or Administrator.
• Accessibility standards: None or don’t know
• Description of accessibility: As a browser-based interface, third-party tools deployed on the users desktop or browser can be used to support user accessibility, for example, increased font size.
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: The system uses JSON:API standard. Detailed documentation will be provided on request.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: The following can be customised for a Liberty Spark workspace:; • Workspace Colour Scheme and Logo.; • Diagram Template.; • Process Style sheet.; • Various other admin options to customise the behaviour of the workspace.

Scaling

• Independence of resources: We have an auto-scaling infrastructure built on 'serverless' functions and a robust monitoring system which alerts on significant load.

Analytics

• Service usage metrics: Yes
• Metrics types: Access and usage metrics can be provided upon request.
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Netcall

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• 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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users can export content out of Liberty Spark via the browser interface.; Process can be exported as PDF's, as images or into Visio files. ; Any report can be downloaded into Excel or .csv format.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • .xls
  • .xlsx
  • .doc
  • .docx
  • Visio
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • BPM X Change (Tibco Nimbus)
  • Visio import
  • AI Builder Process Generator; imports from text/documents.

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: Other
• Other protection within supplier network: The company / employee network is 100% segregated from the application infrastructure network. The application infrastructure is in a single network in AWS with strict inbound and outbound rules and encrypted using TLS 1.3.

Availability and resilience

• Guaranteed availability: Liberty Spark has an agreed Service Availability Target of 99.9%. Service credits can be discussed as part of your contract.
• Approach to resilience: Information regarding the resilience of the data centre is available upon request.
• Outage reporting: Netcall’s Cloud systems and services are proactively monitored for availability and system health by the event management process. System events and alerts of threshold breaches are detected by Netcall’s system management tools and these alert our Customer Support team of state changes, including service outages in any of Netcall Cloud service offerings.; Customer Support are responsible for informing service affecting outages to customers and these are tailored to match the business needs of the customer. The form of the communication can be either email or telephone to the customer’s service desk or preferred service contacts. The alert to the customer contains information on which service has failed, the likely effect it will have on customers IT service along with reference information for follow up. Netcall Customer Support then maintain regular updates to affected customers on the expected service restore time until de-escalation.

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)
  • Username or password
• Access restrictions in management interfaces and support channels: Liberty Cloud applications including Spark uses assigned roles and permissions to control user access. Liberty Cloud applications are accessed via a browser-based user interface; on sign-in the assigned roles and permissions are applied.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • 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: Between 1 month and 6 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: It is also accredited to the NHS DSP Toolkit and CyberEssentials+
• Information security policies and processes: All Information Security policies and processes are documented and audited via the ISO27001:2022 Info Sec Statement of Applicability (SOA). It lists the Netcall controls, policies and work instructions documented and recorded for the standard and the SOA is publically available. All process owners are internally/externally audited for compliance with our code of conduct, policies and plans listed in the SOA and below:; Policies:; • Acceptable Use; • Access Control; • Anti-Virus; • Audit Log; • Backup; • Business Continuity; • Change Management; • Clear Desk; • Cloud Security; • Cryptographic; • Data Classification Labelling and Handling; • Data Ethics; • Data Protection; • Data Retention; • Development Operational Change Control; • Disposals; • External Parties Access Control; • Information Security; • Infrastructure Monitoring; • IT Change Management; • Liberty Product Security Testing; • Key Management; • Keyholder; • Network Access Control; • Patching; • Password; • Quality; • Records Management; • Security Event and Incident; • Security Guiding Principles; • Security Training, Awareness and Testing; • Software Engineering; • Software Testing; • Supplier Management; • Vetting Policy; Plans:; • Major Incident Management Plan; • Incident Response Plan; All are reviewed throughout the year and recorded in the Audit Calendar.
• 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: Netcall's Change Management processes are audited under the ISO27001:2022 and ISO9001:2015 standards. The statement of applicability for the standards can be shared. ; No change will be permitted unless it has been approved by the relevant authority at Netcall against the relevant change control ticket. This change control process includes assessing the impact of a change for any impact on security.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Netcall operate a bespoke Risk Assessment Methodology to evaluate the impact of newly discovered vulnerabilities, ensuring they are managed quickly and effectively. Patches are released as soon as they pass quality assurance (QA), so that they can be rapidly deployed to maintain security. Netcall subscribes to vulnerability management feeds from major product vendors and professional bodies, including US CERT and the National Vulnerability Database (NVD) and CrowdStrike is deployed to provide threat intelligence feeds highlighting cyber risks. Netcall is also a member of the Cyber Security Information Sharing Partnership (CiSP) and subscribes to the NCSC Early Warning Service.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Netcall manages and controls compromises to the confidentiality, integrity, availability of information assets through its Managed Detection and Response system (MDR). This allows Netcall staff to respond, triage and remediate identified issues. The process is ISO27001:2022 compliant. Compromises are monitored, tracked, and recorded:; • via customer/production support calls.; • via account managers.; • after changes.; • after risk reviews.; • post actual security incidents.; • picked up via MDR/IDS/IPS systems.; The owner is the Information Security Manager working with Process Owners and any impacted stakeholders to resolve any compromises and apply preventative actions as soon as possible, measured against SLAs.
• 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: Netcall has a security event and incident policy that includes a predefined process for managing incidents and common events. Issues can be reported by users via email/telephone/Microsoft Teams/in person. Netcall uses licensed software to manage risks and is ISO27001:2022 compliant for Incident Management. It is tracker-based linking risks, assessments into corrective and preventative processes. Compromises are recorded after changes, risk reviews, security incidents, event identification or, in worst-case scenarios, invoking the Business Continuity Plan. The owner is the Head of Information Security, working with the respective Process Owners and impacted stakeholders to identify, contain and resolve an incident.
• Post-quantum cryptography secure: Yes

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: No
• Free trial available: Yes
• Description of free trial: A free trial is available on request, and granted at the discretion of Netcall. It comprises a Medium Licence for up to 1 month. Contact sales@ctms-itsm.com

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

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

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: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• 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
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • 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
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • 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
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • 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
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • 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
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • 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
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

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 david.keen@ctms-itsm.com. Tell them what format you need. It will help if you say what assistive technology you use.