SoftwareONE

VMware Software

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.

£124.36 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 technology-products.uk@softwareone.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

218805697362641

Contact

Tom Hook
+44 203 005 0238
technology-products.uk@softwareone.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 datacentre. 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 athttps://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 deleted30 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 deleted30 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: Service interface for vRealize 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.pdfWeb 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.html
• 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: Reseller (no extras)
• Organisation whose services are being resold: VMware

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 additional300 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 documenthttps://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=CSAhttps://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 SP800-53 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

  SoftwareONE work in environment-viable ways and always take initiatives to reduce our (already minimal) impact on environment; to support this, several guidelines have been introduced: • Our reports and processes are built along the requirements set in ISO and ITIL standards. • A focus on air travel reduction through using teleconference and web-based conferencing. • New buildings under lease are required to fulfil requirements to reduce emissions during heating and cooling times. • Purchasing of computers must comply with environmental and energy savings standards. • Employees are trained to follow our principles in sustaining the environment. • SoftwareONE has recommended reduction of physical software distribution to software publishers • As a solution provider, our environmental impact is limited to the following points: o Employees traveling to and from their workplace o Employees traveling to and from customers, partners or events o Energy consumption in our offices o Air business travel o Paper consumption and waste. SoftwareONE has taken the following steps to minimise these impacts: • All employees are advised to use public transport to come to work, traveling to customers, partners, or events • A paperless office policy and actively participate in recycling programs • Modern and optimised energy consumption office buildings allowing for nightly shutdown of computers and individual lighting in offices • Reducing hardware and IT infrastructure through virtualisation / server consolidation practices • Actively manage the disposal or recycling of IT related equipment (WEEE) • Emission critical car polices. SoftwareONE’s largest region aims to become carbon neutral by the end of 2022. The team has taken steps towards this goal by using software from Planetly to track and reduce the CO2 footprint both at home and in the workplace.

Pricing

• Price: £124.36 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. FirstlyVMware Hands-On labs are the fastest and easiest way to test-drivethe full technical capabilities of VMware products. Theseevaluations are free, and require no installation. Secondly a free trailwhich 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 technology-products.uk@softwareone.com. Tell them what format you need. It will help if you say what assistive technology you use.