Softcat Limited

vRealize Operations Cloud

Enable self-driving IT Operations Management across private, hybrid and
multi-cloud environments with a unified operations platform that delivers
continuous performance, capacity and cost optimization, intelligent
remediation and integrated compliance through AI/ML and predictive
analytics.

Features

• Multi cloud management - Including private, hybrid and multi-cloud environments.
• Self-Driving IT Operations Management in a Unified, AI-Powered Platform
• Continuous Performance Optimization
• Efficient Capacity and Cost Management
• Intelligent Remediation
• Integrated Compliance with regulatory, custom and VMware SDDC benchmarks.
• Application discovery and monitoring using telegraf agents.
• Extend monitoring capabilities using management packs.
• Predective forecasting
• Troubleshooting and Root cause detection

Benefits

• Unify Visibility Across Multiple Clouds.
• Maximize ROI for Cloud Operations.
• Reduce unplanned downtime.
• Cut troubleshooting time.
• Reduce software licensing costs.
• Improve operational efficiency
• Reduce hardware and storage costs.
• Improve compliance, control and mitigate risk.
• Rightsize and balance workloads.
• Receive alerts and notifications.

£93.12 a unit

• 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 psitq@softcat.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

192738506807089

Contact

Charles Harrison
01628 403403
psitq@softcat.com

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: VMware vRealize Suite vRealize Cloud Universal vRealize Cloud Management
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: To manage a private cloud there is a requirement to deploy a cloud proxy into; the private data centre. The VMware Cloud service’s cloud proxy connects; VMware Cloud Services Platform (CSP) services, such as vROps cloud to on-premises data centers. It is a virtual appliance delivered as an OVA that you; deploy on an on-premises vCenter Server.
• System requirements: Not applicable for vROps cloud service running on AWS.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support response times VMware Cloud Service Support Policies are published:; https://www.vmware.com/support/policies/saas-support.html Critical (SaaS; Severity 1) 30 minutes or less: 24x7 Major (SaaS Severity 2) 4 business hours; Minor (SaaS Severity 3) 8 business hours Cosmetic (SaaS Severity 4) 12; business hours These targeted response times change per support package.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: No
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: In-product chat from Intercom.com. Details about chat accessibility can be; found here. https://www.intercom.com/help/faqs-and-troubleshooting/the-intercom-messenger/is-the-intercom-messenger-accessible Additional details; on development and testing for accessibility of the chat interface can be found; here: https://www.intercom.com/blog/messenger-accessibility/
• Onsite support: Yes, at extra cost
• Support levels: Please refer to our website for support details:; https://www.vmware.com/support/services/production.html
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Customer success team, quick start engineering team assist customers; to start using the service. Customer can also use User Documentation, In-App Guides, Blogs. Users can attend the Install, Configure, Manage; course in person or online. Users can also use the free to use Hands on; Labs which include Getting Started with vRealize Automation. They can; be found at https://hol.vmware.com/ Documentation for Getting Started; is found in a web based format and PDF format at; https://docs.vmware.com
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Your data in the vRealize Operations Cloud console is completely deleted; 30 days after the service subscription expires, or after you cancel your; Service. During those 30 days, vRealize Operations Cloud does not; collect any new data. You can buy a subscription any time before the end; of those 30 days. Data can be extracted via the web interface, APIs
• End-of-contract process: Your data in the vRealize Operations Cloud console is completely deleted; 30 days after the service subscription expires, or after you cancel your; Service. During those 30 days, vRealize Operations Cloud does not; collect any new data. You can buy a subscription any time before the end; of those 30 days.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Linux or Unix
  • Windows
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: 1. Service interface for vRelaize Operations - The Vmware Cloud Service interface is a landing page; where all Vmware Cloud services the user has access to such as vROps Cloud can be accessed. 2.; Service interface for Cloud Proxy - SSH, vCenter web console 3. Telegraf agent - SSH or RDP; depending on the OS on which telegraf has been installed.
• Accessibility standards: None or don’t know
• Description of accessibility: VROps is working towards WCAG 2.1 AA standards compliance. Refer to the following vROps on-prem version of the documentation for more information:; https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/product/vpat/vmware-vrealize-operations-manager-8-1.pdf Web UI: Users can access the vRealize Operations service; using the browser by connecting to VMware Cloud Services Portal at the following URL:; https://console.cloud.vmware.com/csp/gateway/portal/#/consumer/services/organization
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Developers can use the API to build interactive clients of vRealize Operations Cloud. The API; follows the REST style and is available to all licensed users. vRealize Operations Cloud clients; communicate with the server over HTTP, exchanging representations of vRealize Operations; Cloud objects. These representations take the form of JSON or XML elements. You use HTTP GET; requests to retrieve the current representation of an object, HTTP POST and PUT requests to; create or modify an object, and HTTP DELETE requests to delete an object.; https://docs.vmware.com/en/vRealize-Operations/Cloud/com.vmware.vcom.api.doc/GUID-A4113636-D84E-44A5-9672-13EDA9CC4CA2.htm
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Extend vRealize Operations by developing custom management packs

Scaling

• Independence of resources: This is a cloud based SaaS service and is designed to; scale by utilising the inherent scaling of the underlying; cloud provider.

Analytics

• Service usage metrics: Yes
• Metrics types: VRealize Operations collects data from objects in your environment.; Each piece of data collected is called a metric observation or value.; vRealize Operations uses the VMware vCenter adapter to collect; raw metrics. vRealize Operations uses the vRealize Operations; adapter to collect self-monitoring metrics. In addition to the metrics; it collects, vRealize Operations calculates capacity metrics, badge; metrics, and metrics to monitor the health of your system.; https://docs.vmware.com/en/vRealize-Operations/8.6/com.vmware.vcom.core.doc/GUID-C272EDE0-; 49E0-44D6-B47F-C32723AC9246.html#metric-definitions-in-vrealize-operations-0
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: AWS Key Management System for data at rest.; AES256
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Only Custom content created (Dashboards,; Views, Reports etc.) can be exported but not the; Historical Data
• Data export formats:
  • CSV
  • Other
• Other data export formats: Json
• Data import formats: Other
• Other data import formats: JSON

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: VMware vRealize Operations Cloud availability Commitment 99.90% Each “SLA Credit” is an; amount equal to 10% of the commit subscription amount prorated to one month, plus any; additional metered consumption for the billing month in which the SLA event occurred. If the; Availability of the Service Offering is less than the Availability Commitment in a given billing; month, you may request one (1) SLA Credit, and one (1) additional SLA Credit for each additional; 300 minutes the Service Offering was Unavailable, up to a maximum of three (3) SLA Credits in a; given billing month. Full details of how users are refunded if you don’t meet guaranteed levels of; availability can be found in the following document; https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/downloads/eula/vmw-vrealize-operations-cloud-service-level-agreement.pdf
• Approach to resilience: This is a cloud based SaaS service and is designed to be resilient by utilising the inherent; resiliency of the underlying cloud provider. Further information is available on request
• Outage reporting: Public dashboard https://status.vmware-services.io/ and email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Based on the principle of least privilege, VMware cloud solutions; use identity and access management controls (AD/LDAP,MFA),; ensuring the appropriate level of access for all personnel to keep; your data and systems safe and secure
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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 6 months and 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Schellman
• ISO/IEC 27001 accreditation date: October 14, 2021
• What the ISO/IEC 27001 doesn’t cover: https://www.vmware.com/content/dam/digitalmarketing/vmware/en/pdf/cloud/VMware%20ISO%20Certificate.pdf
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 03/25/2022
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: https://www.vmware.com/products/trust-center/certificate.html?family=CSA; https://cloudsecurityalliance.org/star/registry/vmware-inc/services/vmware-vrealize/
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • SOC2
  • SOC3

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: NIST SP 800-53 and ISO 27001 guidelines.
• Information security policies and processes: Our Information Security Program is modeled using industry; best practices and regulatory standards, including NIST SP; 800-53 and ISO 27001. We maintain our own Information; Security Program and Policies to protect customer data; hosted in our systems and perform annual reviews and audits; of our program to ensure the integrity of our hosted offering. --; The VMware Information Security team manages the; enforcement, development, and maintenance of information; security policies and standards to ensure VMware Information; Assets are preserved in a security environment, in accordance; with generally accepted best practices, focusing on VMware; business and risk objectives. The VMware Information; Security Team is responsible for updating policies as threats; and technologies change, initiating and managing periodic; reviews of the information security policies and standards, as; well as evaluating exceptions to information security policy; and standards. -- Our Information Security team oversees; organizational compliance while team leads in conjunction; with IT and HR teams help enforce department-level; compliance.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our Change Management process for updating the solution is executed; according to our standard internal change management policy. The; process involves completion and submission of change control forms,; review and analysis of the change by the appropriate operations teams; and scheduling of the update or change according to its severity level. All; changes undergo our standard testing and validation process. If for any; reason a change is unsuccessful or does not pass the required testing; phases, our teams execute a fallback plan as documented in the change; control form.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: VMware has a Vulnerability Management program backed by approved; and tested policies and procedures. Vulnerability scans are performed; regularly on internal and external systems.System and application; owners are required to address critical/high vulnerabilities with a plan of; corrective action within 5 days of discovery.Other vulnerabilities need to; be addressed with a plan of corrective action within a reasonable; timeline.Risk analysis/acceptance are performed on vulnerabilities to; confirm the vulnerability and determine the appropriate means of; addressing it. Senior management and IT and Information Security senior; management are required to approve the existence of risks associated; with vulnerabilities that are not patched.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our cloud support staff have configured the system to notify IT personnel; if the central processing unit (CPU) utilization is too high, disk space; limited, memory issues, key service failures, bandwidth utilization, power; consumption, or other performance items. - IT Operations has; subscriptions to pertinent vendor security and bug-tracking mailing lists.; - After analyzing the severity and impact, network, utility and security; equipment is patched or upgraded.
• Incident management type: Supplier-defined controls
• Incident management approach: -In the unlikely event of an incident, we follow a formal Incident; Management Plan that is maintained as part of our Information Security; Program. Incidents and breaches are reported to the appropriate Cloud; Operations team for categorization and resolution, and issues are; escalated to senior management according to a pre-defined protocol; (e.g., if the incident is categorized as "Urgent"). Alerts, responses and; resolutions are tracked through to completion, and a post mortem report; is prepared for review by internal stakeholders and our Information; Security Governance Committee.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  ● Sustainable growth for VMware’s business requires decoupling our company; growth from carbon emissions. To this end, we’ve accelerated our focus on; decarbonization and received third-party validation from the Science Based; Target Initiative (SBTi) on our science-based targets. Since 2018, we have; maintained our certified CarbonNeutral® company status, in accordance with; The CarbonNeutral Protocol. Since 2019, we have sourced 100 percent of our; power in our global facilities from renewable sources, in accordance with; RE100 Reporting Guidance. ● VMware’s net zero emissions goal builds on; approved science-based targets and expands the scope of our climate; commitments. For us, a net zero goal means reducing emissions for our entire; carbon footprint. We are focused on prioritizing energy efficiency within our; operations through our commitment to green buildings, working with our; suppliers to reduce their emissions, and supporting distributed workforces; through our Future of Work initiative. Through carbon financing, we support; low carbon sustainable development projects that enable carbon avoidance to; offset our remaining emissions. In line with the leading net zero guidance, we; are developing our strategy to include carbon removal projects to address; residual emissions. ● In FY22, we furthered climate transition planning at; VMware, guided by Taskforce on Climate-related Financial Disclosures(TCFD); recommendations. As VMware continues to learn more about climate risks, we; can build longer time horizon risks into our strategy to become even more; sustainable and resilient.
• Covid-19 recovery:

  Covid-19 recovery

  ● Decisive action by VMware during the early days of the COVID-19 pandemic; led to a company-wide remote workforce, which our customers were able to; implement as well through VMware’s Workspace solutions. ● Through; VMware’s unique Citizen Philanthropy approach to giving, we empower every; VMware employee—wherever they are—to be active, engaged citizens,; contributing to what matters most to them in their own communities.; Throughout the pandemic, VMware people delivered food to neighbors in; need, made masks and donated resources to frontline workers and relief; efforts, and helped nonprofit organizations strengthen their IT operations so; they can focus on supporting their communities. VMware also supported; GlobalGiving’s Coronavirus Relief Fund and TechSoup’s COVID-19 Response; Fund, and raised the limit on matching gifts available to all VMware people.
• Tackling economic inequality:

  Tackling economic inequality

  ● VMware IT Academy partners directly with more than 2,500 educational; institutions, governments and nonprofits globally to empower learners; through coursework, labs and experiences. To enrich learning and help jump-start careers, our partner academic institutions can also access the latest; suite of VMware software solutions and use them in a hands-on educational; environment. VMware IT Academy is key to our 2030 goal of upskilling 15; million people through our educational offerings and creates a pipeline of; diverse talent that is available to advance companies’ digital journeys and; deploy VMware solutions. ● VMware donates our technology to academic; institutions, enabling learners with access to technical training and labs across; technology solutions and companies through Academic Cloud. ● VMware IT; Academy partners with the Rochester Institute of Technology (RIT) for their; Cybersecurity Bootcamp, an immersive, 15-week hands-on training course to; reskill or upskill unemployed individuals, including minorities and veterans. ●; VMinclusion Taara offers free technical education on VMware products &; technology that enable digital business transformation, addressing the gender; gap in the Indian IT sector and empowering women with financial and social; independence. ● VMware Responsible Sourcing supports sustainability,; diversity and accessibility across our supply chain. VMware has committed to; working with 75% of our suppliers (by spend) to set their own science-based; targets by the end of 2024. We are also prioritizing the sourcing of goods and; services through diverse businesses and have committed to spending $1.5B; with diverse suppliers through 2030. Our definition of diverse supplier; includes: small-business enterprises, minority-owned enterprises, woman-owned enterprises, and businesses owned by other underrepresented groups; such as LGBTQ, veterans, and proprietors with disabilities.
• Equal opportunity:

  Equal opportunity

  ● VMware joined the Valuable 500, a global business collective that is igniting; systemic change and unlocking the business, social and economic value of; more than 1 billion people with disabilities around the world. From ensuring the; technology we develop is accessible for all to empowering our employees; through accessible, inclusive and innovative engagement and wellbeing; programs, our company remains committed to driving meaningful impact on; disability, wellness and neurodiversity inclusion. ● As a leading software; company, user accessibility is top of mind at VMware. One of our ESG goals by; 2030 is to ensure the technology that we develop, and source within our; supply chain, is accessible for all. We created internal Accessibility Guidelines; within VMware and committed to assess all new software and events suppliers; for accessibility standards aligned with our own guidelines. ● Employee; Resource Groups at VMware are called Power of Difference communities; (“PODs”), and they play a strategic role in building a culture of belonging. We; are focused on driving a culture that is inclusive of all forms of diversity,; including supporting employees with disabilities. In 2021, VMware was named; a Best Place to Work for Disability Inclusion by the Disability Equality Index; (DEI).
• Wellbeing:

  Wellbeing

  ● At VMware, we enrich lives at work, at home and in the community, because; we believe that empowering our people to bring their authentic selves to work; drives business excellence and enables us to achieve our business goals. We; prioritize employee wellbeing and work hard to foster a culture that is ethical; and respectful, kind and compassionate, which is defined by our EPIC2 values; —Execution, Passion, Integrity, Customers and Community. ● Employee; wellbeing at VMware is a top priority as we believe people are the key to our; success, and we are always striving to make it easier for employees to pursue; wellbeing on their own terms, which will also help them perform well at work.; We recognize that VMware has a responsibility to help support our employees; manage the added complexities of their work and family situations since the; start of the COVID-19 pandemic. Our wellbeing benefits include: four; supplemental days off (our “EPIC2” days), life coaching and emotional; support, work-life services for employees and their families, and a wellbeing; allowance.

Pricing

• Price: £93.12 a unit
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: We provide two options for customers to trail the software. Firstly; VMware Hands-On labs are the fastest and easiest way to test-drive; the full technical capabilities of VMware products. These; evaluations are free, and require no installation. Secondly a free trail; which runs over a period of time
• Link to free trial: https://www.vmware.com/products/vrealize-operations.html

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 psitq@softcat.com. Tell them what format you need. It will help if you say what assistive technology you use.