Softcat Limited

Alemba Service Manager ITSM - IT Service Management Software

Alemba Service Manager is an advanced ITSM tool that supports incident management, problem management, change management, request management, knowledge management, asset management, configuration management, release management, availability management, capacity management, event management and project management. ASM provides a customer-centric service catalogue, advanced ITSM self-service portal and zero-code workflow engine.

Features

• Drag and drop workflow engine no code business process engine

Benefits

• Mature, advanced, ITIL-aligned, out-of-the-box Enterprise ITSM solution

£37.50 a unit

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 14

Service ID

199356250191744

Contact

Charles Harrison
01628 403403
psitq@softcat.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: Planned maintenance arrangements: Software on the Alemba Service Manager cloud platform is kept up to date at convenient times agreed between the customer and Alemba. Updates are applied transparently and with no disruption to customers at a time requested by the customer.
• System requirements:
  • A modern, HTML 5 web browser
  • SAML 2.0 integration is required to enable user SSO (optional)
  • Mail server supporting MS Graph API, SMTP, POP3, IMAP4
  • AD, Microsoft SCCM and SCOM connectors are provided free

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: P1 - 20 minute (24/7/365); P2 - 1 hour (business hours, 8am-5pm, Mon-Fri); P3 - 2 hours (business hours, 8am-5pm, Mon-Fri); P4 - 1 working day (business hours, 8am-5pm, Mon-Fri)
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Alemba does not provide different support levels. All customers get 24/7/365 P1 support, and business hours P2,3 and 4 support from a cloud engineer and a dedicated technical account manager
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Dedicated deployment programme, consisting of training and workshops, backed up by online video training. Alemba provides each customer with free design and discovery services for the purpose of agreeing a scope of works, which will define the project success criteria. Alemba's Rapid Start database is a pre-configured, best practice ITSM system that gives customers a jump start in ASM deployment.; ; The next step in the onboarding process is a meeting of the members of the Project team from Alemba and the customer organisation. This meeting will introduce and define the roles within the forthcoming project and start to define the high-level business objectives.; During the project the Project Manager and Project Sponsor will be responsible for the successful delivery of the project.; ; Post- go live Alemba assigns a dedicated technical Account Manager to help develop the use and grow the adoption of the product and customer organisations. ; ; The training requirement, effort and cost, will be defined in the SOW associated with each implementation project. Alemba delivers training in three ways : ; ; 1.Hands-on Training - training implemented into implementation process; 2.Training Video Creation - Alemba’s consultants and customer product champions will together build a training video ; 3.Self-paced training - video library
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: MS Word
• End-of-contract data extraction: Alemba provides a database backup or a set of CSV data files, containing Incident records, CI records, Request Form records (excluding workflow details) and Knowledge Base records as Word files.
• End-of-contract process: Alemba provides a database backup or a set of CSV data files, containing Incident records, CI records, Request Form records (excluding workflow details) and Knowledge Base records as Word files at no charge.

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: Alemba provides a responsive design and there are no functional differences between mobile and desktop.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AAA
• Description of service interface: The Alemba self-service portal allows customers to log, update and track calls and requests, access the service catalogue, review their assigned equipment and complete workflow approvals. Users can see real-time dashboards. The portal is 100% licence-free and can be branded to your unique requirements.
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: Alemba equips testers with various assistive technologies, such as screen readers (e.g., JAWS, NVDA), voice recognition software (e.g., Dragon NaturallySpeaking), and keyboard-only navigation tools. This has been lab-tested by our GUI experts.
• API: Yes
• What users can and can't do using the API: The Alemba API is comprehensive and allows access to all data entities, including user permissions and system configuration. There are no known limits.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customers can customise the service by using Azure logic apps, which allow customers to build additional functionality.

Scaling

• Independence of resources: Alemba uses a cloud model where each customer has a separate Azure tenancy and is not in contention with other customers for resources.

Analytics

• Service usage metrics: Yes
• Metrics types: Alemba records the amount of time each agent uses the system.
• Reporting types: Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Alemba

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to 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 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: IP Whitelisting
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • 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: Data is extracted using the built-in search screens which produce CSV files or using the reporting engine which can extract data in CSV, Word, PDF or HTML formats
• Data export formats:
  • CSV
  • Other
• Other data export formats: MS Word, HTML, PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: MS Word, PDF, .xls, SQL

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: 99.95% availability. Service credits by agreement.
• Approach to resilience: Alemba provides all services on the Microsoft Azure Cloud which is inherently resilient. Further details available on request.
• Outage reporting: Email, dashboard and account management team will inform users.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Alemba Service Manager supports a variety of authentication options:; • Username and password; • Windows Authentication; • Authentication against other LDAP sources using username and password; • SAML based single sign-on; • SAML identity providers typically support multi-factor authentication beyond that provided by Alemba Service Manager
• Access restrictions in management interfaces and support channels: Alemba Service Manager includes role-based access control (RBAC) that controls access to features, functions and data in accordance with compliance guidelines.; Roles are defined in the Alemba Service Manager administration application and can be defined at a high-level function access privilege e.g. Incident Management, Problem Management access etc. down to a granular-level field level security detail (Read/Write/Edit/Delete). Roles and users can be associated with workflows that they are allowed to access.; Typically, Alemba Service Manager credentials will be synchronized with existing identity management systems, e.g. Active Directory, allowing single sign on
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: Alemba Service Manager supports a variety of authentication options:; • Username and password; • Windows Authentication; • Authentication against other LDAP sources using username and password; • SAML based single sign-on; • SAML identity providers typically support multi-factor authentication beyond that provided by Alemba Service Manager

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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR Limited
• ISO/IEC 27001 accreditation date: 15/10/2023
• What the ISO/IEC 27001 doesn’t cover: Alemba non-cloud operations.
• ISO 28000:2007 certification: Yes
• Who accredited the ISO 28000:2007: Alcumus ISOQAR Limited
• ISO 28000:2007 accreditation date: 15/10/2023
• What the ISO 28000:2007 doesn’t cover: Alemba non-cloud operations.
• CSA STAR certification: Yes
• CSA STAR accreditation date: 15/10/2023
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Alemba non-cloud operations.
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • SOC 2 Type 2
  • ISO 27018
  • SOC 1

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Alemba publishes a comprehensive set of security policies and procedures. These form part of all staff induction and refresher courses are conducted on an annual basis. Each departmental manager has an annual goal of ensuring policy compliance in their team and reports to the VP of Cloud Services.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Alemba records all configuration changes in its master CMDB, which records the configuration of each customer. Each change process includes a test phase where all configuration changes are trialed before production implementations. All changes will be subject to a CAB approval which will determine if there is a security implication and that further security testing such as pen tests will be required.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability Scanning and Penetration Testing of the Cloud Service Platform will be performed against exposed endpoints. This covers six phases of security testing covering:; Vulnerability analysis of the internet-facing applications, where all areas detailed in the OWASP Top 10 (Injection, Broken Authentication, Sensitive Data Exposure, Broken Access Control, Security Misconfiguration and more) are covered.; Vulnerability analysis of the supporting infrastructure, where analysis of the server build, network filtering policy and general setup took place.; Manual testing of common security configurations.; Assessment of logical errors that impact security.; Vulnerability scanning is conducted at least annually for each customer
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Alemba use several perimeter monitoring tools including Microsoft Sentinel to identify potential or actual compromises. Any security event triggers the security incident process, which involves the categorisation (red, amber, green) of each incident and its assignement to the appropriate escalation point. Alemba commits to response time for all Security Incidents of 15 minutes (Red, Amber and Green) and the resolve time is 4 hours.
• Incident management type: Supplier-defined controls
• Incident management approach: When an incident affects a computer system, a computer security incident response team (CSIRT) is activated to handle the threat. Examples of computer security incidents include attacks such as denial of service attacks and malicious code, which includes worms and viruses. Additionally, an incident can result in the misuse of confidential information on a computer system. This could include information such as Social Security numbers, health records, or anything that could include sensitive, personally identifiable information.; Alemba has detailed security procedures to deal with such events including using our own software to record specially categorised incidents.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Softcat are dedicated to reducing our environmental impact and actively promoting sustainability. Our commitment to sustainability is a core aspect of our business strategy, driving us to innovate and lead in the creation of a more sustainable future for our company and the communities we serve. This commitment is embedded in our policies, operating procedures, and training programs.; ; We are proud to be the first FTSE 250 company to be awarded 5-star status in relation to the United Nations Sustainable Development Goals. ; ; We aim to achieve a Carbon Net-Zero Value Circle by 2040 by prioritising renewable energy, reducing natural resource use, minimising waste, and safeguarding biodiversity in compliance with environmental legislation.; ; At Softcat, we have taken significant steps towards securing renewable energy across our organisation, reducing our scope 1 & 2 emissions. We had the target of using 100% Renewable Energy across all our locations by 2024. We successfully delivered against this target ~2 years early.; ; In May 2023 we took delivery of 15 electric vehicles, replacing all existing fossil-fuelled company cars used by employees for business means. The implementation of the EV pool fleet will see a saving of over 80 tons of CO2e per year. A huge impact on our Net Zero targets.

  Tackling economic inequality

  As a value-add reseller, Softcat outsources the products, services, and solutions through our extensive network of partners, to best suit the needs of our broad client base. We always consider and promote SMEs and local providers where appropriate, particularly for the products and services we offer via the G Cloud framework.; ; We remain dedicated to improving employability and educational awareness across schools, colleges, and universities to help break down the barriers to joining technology organisations.; ; We work collaboratively with many schools that are close in proximity to our offices, to ensure we are actively supporting the community as well as schools from lower socio-economic backgrounds. ; ; We visit the schools to talk about the IT sector and the roles in our organisation, as well as promoting work-experience opportunities during the summer. In particular, we actively encourage students from diverse backgrounds to engage in work experience to appreciate the roles available in our sector.; ; For ambitious school and college leavers, a Softcat Apprenticeship is a great first step into the world of work, with 94% of our apprentices offered a permanent position at Softcat post apprenticeships, which goes to show the amazing opportunity available with us.; ; We were ranked 1st in IT & Consultancy, and 10th overall in by RateMyApprenticeship.com - Best 100 Apprenticeship Employers 2023-2024 list.; ; Softcat now also offer 12 month paid internships to University students looking to complete a year in industry as part of their undergraduate studies.

  Equal opportunity

  Our approach to diversity and inclusion is introduced first during our induction training, as part of our Softcat values, outlining responsibility to uphold our principles. This message is reinforced by our process and policies, networks, Allyship Training and Inclusion Awareness campaigns.; ; Softcat supports diversity and inclusion through various networks including:; - Supporting Women in Business (SWIB); - The Ethnic and Cultural Network; - The Pride Network; - The Family Network; - The Empowering Disability and Neurodiversity Network (EDN); - The Faith at Work Network; - Armed Forces & Veterans Network; These networks aim to create a supportive and inclusive work environment for all employees, regardless of gender, ethnicity, sexual orientation, disability, or family commitments.; ; Our allyship programme, Stronger Together, is a mixture of event and workshop-based training available to all staff. Programme topics include, bias, power, privilege, and being a greater ally. ; ; Inclusion Awareness campaigns include race, disability, sexual orientation, gender, faith, and caring responsibilities. These sessions highlight and celebrate minority groups, through panel sessions, Q&A sessions and training, providing an opportunity to discuss and understand ways to be more inclusive. ; ; Our efforts to improve diversity and inclusion have been incredibly successful. Since 2020, the number of female employees below management level has increased to 35%, and the number of ethnic minority employees rose to 17%.

  Wellbeing

  At Softcat, all employees are provided with access to our multidimensional wellbeing programme which includes flexible work arrangements, free nutritious breakfast, mental health support, employee benefits scheme, health and wellbeing week activities, and online workshops.; ; Giving back to the community is an innate part of who we are as a company. All Softcat employees are therefore given two volunteer days per year to support a charitable or community cause. ; ; Each of our 10 regional offices also support local charities through fundraising, donations and events. For example, our Manchester office has raised over £30,000 for the WeLoveMCR charity. This funding has supported young, disadvantaged Manchester citizens in gaining qualifications to broaden their work opportunities and supporting local groups in delivering indispensable services that enable community cohesion.

Pricing

• Price: £37.50 a unit
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Trialling Alemba offers an insight to its cloud-based platform, enabling users to explore features, from IT Incident Management to HR Case Management. Trials last 2-4 weeks, but can flex to suit customer needs. Trial periods are agreed with the Business Development Manager and the customer to meet each customer's requirements.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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.