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DE NOVO SOLUTIONS

Managed Service and Support for Oracle Cloud ERP – EPM - HCM - Payroll (Value as a Service™) (VaaS™)

ITIL based Managed Service and Support offering Value as a Service™ (VaaS™) for Oracle Cloud Applications ERP - EPM - HCM – Payroll services supporting the experience economy. Redefining and pioneering Managed Service and Support model delivery by contracting value based propositions over the life of the Oracle Cloud contract.

Features

  • Complete: Spanning Oracle Cloud Applications ERP, EPM, HCM, Payroll
  • Managed services: Proven, experienced support experts for efficient service delivery
  • Support framework: For robust support delivery, with Service Level Agreements
  • Service quality: Certified experts in Oracle Cloud Applications and Technology
  • Flexible agreements: Oracle Cloud Application support offering different service terms
  • Local: UK based Oracle Cloud Applications experts, vetted DV cleared
  • ISO compliant: ISO27001 accredited supported by 9001 aligned QA standards
  • Digital support: Powered by ServiceNow platform for support management
  • Innovation: To extract continuous value and maximising performance outcomes
  • Flexible terms: Units based or duration based managed service agreements

Benefits

  • Managed service: Planning and transition without disruption to operations
  • Enhanced quality: Using pioneering service approach for maximum value
  • Cost efficiency: Units credit based or duration managed service contracts
  • Robust: ServiceNow powered support platform for client transparency and service
  • Better insights: Strategic innovation analysis and planning for service growth
  • Scalability: Oracle Cloud Applications ERP, EPM,HCM, Payroll capabilities
  • Compliance: Managed service and support adhering to client services agreement
  • Safeguarding: Secure information support with robust encryption and controls
  • Unified working: Single version of truth for Oracle Cloud support
  • Growth: Extracting the most from Oracle Cloud Application investment

Pricing

£750 to £950 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 mark.sweeny@de-novo-solutions.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

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

Contact

DE NOVO SOLUTIONS Mark Sweeny
Telephone: 01633 492 042
Email: mark.sweeny@de-novo-solutions.com

Planning

Planning service
Yes
How the planning service works
Planning for a smooth transition to a new Managed Service and Support agreement for Oracle Cloud Applications (ERP - EPM - HCM - Payroll) is a critical precursor when switching provider.

de Novo Solutions Managed Service and Support experts bring a wealth of UK public sector knowledge which is vital when assessing and planning a seamless service switch over. As an experienced partner our specialists will guide clients on the journey to de Novo Solutions Managed Services and Support Agreements - Value as a Service - for their Oracle Cloud Applications investment.

Collaborative planning ensures smooth transition for a UK public sector client. Our deep understanding of Oracle Cloud Applications, means we are well placed to tailor our Value as a Service offering to the client's unique needs, optimising every step of journey.

de Novo Solutions will provide invaluable guidance, overseeing the segue from the existing provider overcoming any challenges - the objective being a smooth service migrated without disruption to operations, guaranteeing minimal downtime and maximum data integrity.

Successful adoption will unlock the full potential of Oracle Cloud Applications, as well as setting the stage for enhanced productivity, innovation, and growth identifying areas of hidden value to be maximised.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Oracle Cloud Complete Suite ERP, EPM, HCM, Payroll
  • Oracle HCM - HR, Payroll, Recruitment, Workforce Management, Talent, Analytics
  • Oracle HCM - Oracle ME Employee Experience Platform
  • Oracle ERP - Financials, Procurement, Projects, Risk, Analytics
  • Oracle EPM - Planning, Financial Consolidation and Close
  • Oracle EPM - Predictive Cash Forecasting
  • Oracle EPM ESG (Environmental Social Governance)
  • Oracle Fusion Data Intelligence, Fusion Analytics Warehouse
  • Oracle Redwood - UX Configuration
  • Oracle Digital Assistant Chatbot - AI / ML

Training

Training service provided
Yes
How the training service works
As Oracle Cloud vendor-certified experts de Novo Solutions are comfortable to deliver Managed Service and Support - Value as a Service - training. Whether completed face-to-face or virtually using platforms such as MS-Teams or Zoom it is important to ensure that users receive quality education experiences when transitioning to de Novo Solutions’ Managed Service and Support framework.

Our Managed Services and Support – Value as a Service is highly adaptable, we provide support and guidance ranging from 1:1 sessions for personalised experiences to 1:Many group sessions for broader engagement. Additionally, we offer "Train the Trainer" programs to empower designated personnel within the UK public sector body to serve as internal support level advocates – agents within their teams.
Education is an important component as a new Managed Service is adopted, our experts contextualise and shape the learning process to reflect the clients Oracle Cloud Applications configuration.

Time taken with clients on obtaining their definition of value is essential for long term success across the Managed Service and Support Value as a Service programme. This focus will ultimately drive success and maximise value of Oracle Cloud Applications for the organisation ensuring that value and innovation continues for the duration.
Training is tied to specific services
Yes
Services the training service works with
  • Oracle Cloud Complete Suite ERP, EPM, HCM, Payroll
  • Oracle HCM - HR, Payroll, Recruitment, Workforce Management, Talent, Analytics
  • Oracle HCM - Oracle ME Employee Experience Platform
  • Oracle ERP - Financial Mgmt, Procurement, Project Mgmt, Risk, Analytics
  • Oracle EPM - Planning, Financial Consolidation and Close
  • Oracle EPM - Predictive Cash Forecasting
  • Oracle EPM ESG (Environmental Social Governance)
  • Oracle Fusion Data Intelligence, Fusion Analytics Warehouse
  • Oracle Redwood - UX Configuration
  • Oracle Digital Assistant Chatbot - AI / ML

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Being a leading UK public sector expert in Managed Service and Support for Oracle Cloud Applications - (ERP - EPM - HCM - Payroll), our UK-based team will facilitate seamless service transition for clients.

Our deep understanding of the intricacies of the public sector and a wealth of experience gained in providing both Managed Service and Support Desk, means we are well-equipped to assist organisations transitioning existing arrangements to Novo Solutions Value as a Service.

Our knowledgeable experts employ proven methodologies to understand, prepare, validate, and transition, clients to our Managed Service offerings - Value as a Service. We begin by conducting a thorough assessment of existing approach taken to Oracle Cloud Application support detailing the requirements, so that we can craft a tailored service support migration strategies to address the clients specific needs and compliance standards.

Our team is dedicated to client success, providing proactive communication, ongoing support, and rigorous service assurance to guarantee a successful transition to Value as a Service. By leveraging our expertise and proven track record, clients can trust us to navigate the complexities with precision and efficiency, powering clients to unlock the full potential of Oracle Cloud solutions.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Oracle Cloud Complete Suite ERP, EPM, HCM, Payroll
  • Oracle HCM - HR, Payroll, Recruitment, Workforce Management, Talent, Analytics
  • Oracle HCM - Oracle ME Employee Experience Platform
  • Oracle ERP - Financial Mgmt, Procurement, Project Mgmt, Risk, Analytics
  • Oracle EPM - Planning, Financial Consolidation and Close
  • Oracle EPM - Predictive Cash Forecasting Oracle
  • Oracle EPM ESG (Environmental Social Governance)
  • Oracle Fusion Data Intelligence, Fusion Analytics Warehouse
  • Oracle Redwood - UX Configuration
  • Oracle Digital Assistant Chatbot - AI / ML

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
As a leading expert in providing UK public sector bodies with specialist Managed Services and Support for Oracle Cloud Applications ERP - EPM - HCM - Payroll our UK-based team takes a meticulous approach to quality assurance and testing our support services.
We lead the charge in ensuring that our clients receive quality managed services and support experiences for Oracle Cloud Applications focussing on the timelines and budget constraints throughout.

From the outset we will collaborate with your experts on the service migration defining roles and responsibilities along with testing and acceptance criteria checkpoints.

Our knowledgeable experts oversee every aspect of the quality assurance process when migrating a new client onto our Managed Service and Support – Value as a Service. From service validation, sampling, testing to service reconciliation and transfer of responsibility and open cases de Novo Solutions will rigorously migration a clients service identifying and resolving any issues promptly to guarantee a flawless user experience.

Our Managed Service quality assurance and testing means that clients have confidence in the reliability and stability of their Oracle Cloud deployment, our commitment to excellence ensures clients recognise tangible benefits and pave the way for enhanced efficiency, productivity, and innovation.

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
De Novo Solutions managed support services provide a comprehensive on-going support framework protecting a customers' investment in Oracle Cloud applications post go-live powered by our ServiceNow customer portal.
Comprehensive support services based upon the clients unique configuration we support day-to-day system activities and issues and schedule the planned Oracle Cloud updates.
The offering has been designed specifically for Oracle Cloud applications client and delivers the following services:

• Service Delivery Management
• Service Desk - Access support via telephone, web portal, and email
• Fix-on-fail & SR Management - Investigation and resolution of any unexpected failures and liaison with Oracle Corporation as the vendor as required
• How To’s - Any question in relation to the use of the in-scope modules
• Change Requests - Changes and enhancements to the solution such as integrations, reports, and additional configuration
• Training - Formal training or ad-hoc knowledge transfer sessions
• Upgrade Planning - Proactive planning and preparation for upgrades including arrangements with software vendor on preferred outages, patch timings, and environments
• Regression Testing - Regression testing following product upgrades or major patches
• Release Management - Deployment of fixes into staging areas and management of approval and release into Live

Service scope

Service constraints
De Novo Solutions provides expert Managed Support Services for UK public sector organisations spanning support and guidance.
All front-line assistance to our clients is only undertaken by HM Government security cleared UK nationals based at our UK office locations or from their remote home working locations in accordance with ISO27001 for Information Security and Management Systems.
All support is undertaken virtually, using a combination of our ServiceNow powered CSM platform and the appropriate video and tele-conferencing platforms.
Beyond these statements de Novo Solutions can confirm there are no constraints or limitations that might affect a UK public sector body

User support

Email or online ticketing support
Email or online ticketing
Support response times
De Novo Solutions standard Service Level Agreement for Manged Service and Support states that assistance will be available during the following periods. Provision of services outside service hours will be agreed in advance.
Service Hours (System Users)
08:00 - 18:00 Monday to Friday excluding UK Bank Holidays
Operational Hours (System)
24/7/365 (except planned maintenance)
Service Hours (System Users)
As a general rule system users will be using Oracle within the hours mentioned above. In
the event of a critical issue / Sev1 staff will continue to work until the issue is fully resolved.
Operational Hours (System)
24/7/365 (except planned maintenance
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
De Novo Solutions Service Level Agreement states any outside service hours must be agreed in advance. A commercial agreement will detail the costs. Certified functional and technical support competences are provided, alongside a designated relationship lead.
Service Hours (Users)
08:00 - 18:00 Weekdays excluding UK Bank Holidays
Operational Hours (System)
24/7/365 (except planned maintenance)
Service Hours (Users)
As a general rule users will work within the hours mentioned. A critical issue / Sev1 means continuance of work until the issue is fully resolved.
Operational Hours (System)
24/7/365 (except planned maintenance)
Severity 1: Critical
Causing complete loss of service in production level environment. No known or acceptable workaround(s) available, and work cannot reasonably continue. Response 30 mins
Severity 2: High
Causing severe loss of service in a production level environment. Maybe viable workaround(s) available. Some work can continue despite the presence of the issue. Response 2 Business Hours
Severity 3: Medium
Causing minimal loss of service to a production level environment. An acceptable workaround for the problem which has almost no effect on the work being performed. Response 4 Business Hours
Severity 4: Low
Issue or request where no loss or degradation of service is being experienced. Response 8 Business Hours

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Oracle Corporation and ServiceNow

Staff security

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

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
PJR - Perry Johnson Registrars
ISO/IEC 27001 accreditation date
24/05/2024
What the ISO/IEC 27001 doesn’t cover
N/A
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
No

Social Value

Social Value

Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

Fighting climate change

The UK Government as part of the Public Services (Social Value) Act 2012 has created a landscape where beyond the procurement of a given service or product that there is a process where a wider opportunity exists to make a positive contribution toward social values for a better future for everyone.
de Novo Solutions is committed to the Social Value marketplace, ensuring our day-to-day business activities generate benefits not only to de Novo Solutions itself but also to society, the economy, while minimising damage to the environment.
Fighting climate change - Effective stewardship of the environment. By: de Novo Solutions operating in environmentally responsible managed offices and encouraging ethical business practices and behaviours
de Novo is committed to achieving Net Zero emissions at the latest by 2050. We acknowledge that reducing our Greenhouse Gas (GHG) emissions brings significant benefits for us, our clients, suppliers, and the wider community.
Our Carbon Reduction Plan (CRP) will include our baseline year information (2023), setting clear targets for reducing GHG emissions over key timeframes and our planned actions to achieve Carbon Net Zero by 2050 at the latest.
Our commitment to the future is that as de Novo Solutions continues to grow, we will remain steadfast in fulfilling our targets and vision related to our Social Value Policy and our Net Zero Environmental obligations directly alongside our day-to-day business ambitions.
de Novo Solutions will always act in a responsible manner, committing to re-evaluate our progress and ambitions on a regular basis while encouraging and supporting our partners and clients to help achieve Carbon Net Zero to benefits us all – today and tomorrow.

Covid-19 recovery

The UK Government as part of the Public Services (Social Value) Act 2012 has created a landscape where beyond the procurement of a given service or product that there is a process where a wider opportunity exists to make a positive contribution toward social values for a better future for everyone.
de Novo Solutions is committed to the Social Value marketplace, ensuring our day-to-day business activities generate benefits not only to de Novo Solutions itself but also to society, the economy, while minimising damage to the environment.
COVID-19 recovery - Helping local communities to manage and recover from the impacts of the pandemic. By: de novo Solutions volunteering our business services and leadership advice in the local area to businesses impacted by the pandemic
Our commitment to the future is that as de Novo Solutions continues to grow, we will remain steadfast in fulfilling our targets and vision related to our Social Value Policy directly alongside our day-to-day business ambitions.
de Novo Solutions will always act in a responsible manner, committing to re-evaluate our progress and ambitions on a regular basis while encouraging and supporting our partners and clients to help achieve positive social value differences that benefits us all – today and tomorrow.

Tackling economic inequality

The UK Government as part of the Public Services (Social Value) Act 2012 has created a landscape where beyond the procurement of a given service or product that there is a process where a wider opportunity exists to make a positive contribution toward social values for a better future for everyone.
de Novo Solutions is committed to the Social Value marketplace, ensuring our day-to-day business activities generate benefits not only to de Novo Solutions itself but also to society, the economy, while minimising damage to the environment.
Tackling economic inequality - Creating new businesses, jobs and skills, and increasing supply chain resilience and capacity. By: de novo Solutions creating employment openings that are available across our office locations helping create prosperity and opportunity for all.
Our commitment to the future is that as de Novo Solutions continues to grow, we will remain steadfast in fulfilling our targets and vision related to our Social Value Policy directly alongside our day-to-day business ambitions.
de Novo Solutions will always act in a responsible manner, committing to re-evaluate our progress and ambitions on a regular basis while encouraging and supporting our partners and clients to help achieve positive social value differences that benefits us all – today and tomorrow.

Equal opportunity

The UK Government as part of the Public Services (Social Value) Act 2012 has created a landscape where beyond the procurement of a given service or product that there is a process where a wider opportunity exists to make a positive contribution toward social values for a better future for everyone.
de Novo Solutions is committed to the Social Value marketplace, ensuring our day-to-day business activities generate benefits not only to de Novo Solutions itself but also to society, the economy, while minimising damage to the environment.
Equal opportunity - Reducing the disability employment gap and tackling workforce inequality. By: de Novo Solutions offering opportunities to work experience students, graduates, apprentices, experienced professionals, and military service leavers – creating an additional 50 local (Newport, Wales) jobs by 2029 for young people, or those coming from HM Forces service
Our commitment to the future is that as de Novo Solutions continues to grow, we will remain steadfast in fulfilling our targets and vision related to our Social Value Policy directly alongside our day-to-day business ambitions.
de Novo Solutions will always act in a responsible manner, committing to re-evaluate our progress and ambitions on a regular basis while encouraging and supporting our partners and clients to help achieve positive social value differences that benefits us all – today and tomorrow.

Wellbeing

The UK Government as part of the Public Services (Social Value) Act 2012 has created a landscape where beyond the procurement of a given service or product that there is a process where a wider opportunity exists to make a positive contribution toward social values for a better future for everyone.
de Novo Solutions is committed to the Social Value marketplace, ensuring our day-to-day business activities generate benefits not only to de Novo Solutions itself but also to society, the economy, while minimising damage to the environment.
Wellbeing - Improving health, wellbeing and community integration. By: de Novo Solutions encouraging a positive work life balance, supporting local community activities and employee volunteering participation. Our approach moving forward will be to support local business and growing the local economy. de Novo Solutions will continue to promote equity, empathy, sustainability; foster inclusivity, justice, and kindness; at-all-times ensuring de Novo Solutions is an advocate for positive change.
Our commitment to the future is that as de Novo Solutions continues to grow, we will remain steadfast in fulfilling our targets and vision related to our Social Value Policy directly alongside our day-to-day business ambitions.
de Novo Solutions will always act in a responsible manner, committing to re-evaluate our progress and ambitions on a regular basis while encouraging and supporting our partners and clients to help achieve positive social value differences that benefits us all – today and tomorrow.

Pricing

Price
£750 to £950 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 mark.sweeny@de-novo-solutions.com. Tell them what format you need. It will help if you say what assistive technology you use.