Innovate IT Ltd

Okta Service Strategy and Design

The service is for any organisation who needs guidance to ensure that their users have the necessary support wrap to provide a consistent end user experience when using the Okta service.

Guided by the ITIL framework, this package covers the service design for an Okta implementation and ongoing support.

Features

  • Application onboarding process
  • User onboarding including application requests and approvals
  • Service request fulfilment (password and MFA management issues)
  • 1st to 3rd line support model and delegated administration
  • Incident and management processes
  • Changes required to ITSM tooling to support the new service
  • Training and Support materials
  • Governance and reporting and service reviews

Benefits

  • A complete wrap for your new Okta service
  • Easy new service transition
  • Automated reporting
  • Improved user experience
  • Reduced time on operational support

Pricing

£385 a unit a day

  • Education pricing available

Service documents

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 Hello@Innovate.Cloud. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

1 2 7 5 8 9 5 6 9 4 3 3 1 5 7

Contact

Innovate IT Ltd Paul Rawlinson
Telephone: +44(0)1233 800 102
Email: Hello@Innovate.Cloud

Planning

Planning service
Yes
How the planning service works
We provide a business analyst and service architect to assess how the service is working as-is and assess the aspirations of the customer. We run workshops with key stakeholders. We then evaluate the current processes against best industry practice (ITIL). Options are offered and the to-be state is agreed with the Buyer.
We design the new service and define a repeatable a change management workflow. The workflow ensures each change follows a consistent approach from impact assessment by stakeholders, communications and training through to implementation and testing.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
Okta

Training

Training service provided
Yes
How the training service works
We can provide support training for 1st and 2nd line teams including admin guides, service desk scripts, knowledge articles and end user comms at an additional cost, in line with our published SFIA rates.
Training is tied to specific services
Yes
Services the training service works with
Okta

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
We can provide cloud migration services for this cloud support package for additional cost at our published SFIA rates.
Setup or migration service is for specific cloud services
Yes
List of supported services
Okta

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
Innovate provides a per-tenant support package at additional cost (see digital marketplace: Okta Support & Maintenance Package). The package includes:
• 1 hour incident response time
• Web-based or email incident logging
• Escalation of incidents and management with Okta
• Platform maintenance
• Monthly platform health checks
• Monthly service reports and reviews
• New feature recommendations

Service scope

Service constraints
During the discovery phase we will need to consult with:
• Representatives from your service management and support team(s) in order to understand your existing service capability
• Lead architect for the Okta implementation
This will typically be done via one to two workshops as required.

User support

Email or online ticketing support
No
Phone support
No
Web chat support
No
Support levels
We provide a per-tenant 3rd line support package to compliment this service. This package is £36,540 paid annually in advance.

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
No

Social Value

Fighting climate change

Fighting climate change

This service enables the customer to evaluate secure remote working for customers' employees, which is a large factor in reducing travel-related emissions. Having a zero-trust approach to identity and a strong security foundation enables home and hybrid working.
Covid-19 recovery

Covid-19 recovery

This product support organisations and businesses to manage and recover from the impacts of COVID-19, including where new ways of working are needed to deliver services through improving remote working capability for the customer. This service improves workplace conditions that support the COVID-19 recovery effort through aiding remote working.
Tackling economic inequality

Tackling economic inequality

This service supports the development of scalable and future-proofed new methods to modernise delivery and increase productivity through automated workflows and reducing customer service desk calls.
This service supports the development of scalable and future-proofed new methods to modernise delivery and increase productivity, through integrating directories with the identity platform for greater flexibility and faster software migration and integration. This service helps to identify and manage cyber security risks in the delivery of the contract including in the supply chain.
Equal opportunity

Equal opportunity

This service seeks to influence staff, suppliers, customers and communities through the delivery of the contract to support disabled people through offering accessibility options for workforce users and citizens.
Wellbeing

Wellbeing

This service supports the health and wellbeing, including physical and mental health, in the contract workforce through reducing IT friction, for example removing the need to remember passwords or to use the helpdesk for password resets. This service empowers the user.

Pricing

Price
£385 a unit a day
Discount for educational organisations
Yes

Service documents

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 Hello@Innovate.Cloud. Tell them what format you need. It will help if you say what assistive technology you use.