ITM Communications Limited

Cloud Assured Network Connectivity Service

ITM provides Customers with a comprehensive Networking Service to ensure that successful Cloud Project outcomes are achieved. The Service comprises; Plan, Setup & Migrate and Support elements for wired and wireless (Wi-Fi / WiFi) network infrastructure, available as singular or combined services.

Features

• Vendor agnostic, High Performance Physical Connectivity Service.
• Service suite comprises; Planning, Set-up & Migration and Support.
• Accessible via secure portal with set-up and training provided.
• Resilient Whole Lifecycle Service for Cloud Assured Physical Connectivity.
• Supports transition of legacy network infrastructure to digital Cloud ready.
• Provides scalable and high-performance Physical Connectivity for Cloud networks.
• Suitable for; Data Centres, Equipment Rooms, Campuses and Offices.
• Multi Skilled Engineering Teams drives efficiency and flexibility.
• Security Cleared Personnel located throughout the UK.
• SME offering; expertise, agility, best practice and value for money.

Benefits

• Offers an easy method of buying Cloud Assured Physical Connectivity.
• Provides best in class digital infrastructure.
• Self-service access to Planning, Setup & Migration and Support services.
• Integrates with Government IT support processes, e.g. ServiceNow.
• Achieves value for money through efficient use of resources.
• Ability to scale services up or down, as required.
• Reduces operating costs and downtime following industry best practice.
• Supports Government Wi-Fi (WiFi) and Mobile first digital strategy.
• Internally managed security clearances of Service personnel.
• Significant relevant experience gained through working with several Government Departments.

£250 to £640 a unit a day

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 mark.barber@itm.uk.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

223360203010585

Contact

Mark Barber
01908 318844
mark.barber@itm.uk.com

Service scope

• Service constraints: No.; Potential capacity problems during periods of multiple service take on are mitigated or avoided through effective scheduling and planning. Services are accessed by a Cloud portal, our deliverable is resource driven comprising various technical and support service roles, none of these positions are dependant on individual named personnel and thus our service offers inherent resilience.
• System requirements: System agnostic.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: ITM offers the following response times: ; • Monday to Friday 08.00 - 18.00 within 4 hours. ; • Client specific as agreed. ; ; Methods of contact: ; • Customers may email directly to ITM's Service Desk or allocated Service Delivery personnel. ; • ITM is granted direct access to the Customer ticketing/support system e.g. ServiceNow.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: ITM provides a range of individual and team resources at the following day rates and hours of service:; ; • Technician £375.00; • Senior Technician £425.00; • Project Manager £550.00; • Technical Design Architect £550.00; • PMO / Service Administrator £280.00; • Smart Hands £425.00; ; (Note all rates shown are in normal working hours, uplifts shall apply for out of hours and weekends).
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: ITM’s on-boarding process is straight forward and a request for a new service is turned around quickly. ITM operates its Service Desk Monday - Friday (08.00-18.00) which would be the first point of contact for any request. Typically for a new Customer the on-boarding process is completed within 1 day in parallel with servicing the requirement.; ; The service desk shall take requests via:; ; • Dedicated Catalogue/Customer Portal.; • ITM Service Desk.; • Dedicated Account and Service Delivery Teams.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Subject to any minimum term or other contractual commitments either party may terminate the agreement by giving a minimum 1 month notice. Customer data is packaged and securely transmitted to the Customer by FTP or other bulk data exchange method as appropriate or required. Our portal can export customer data in a .csv file format.
• End-of-contract process: Should it not be possible to extend or renew the contract then any relevant data, information or personnel are made available to either the incoming service provider or the Customer. There are no additional costs for service transition to an incoming service provider. At all times throughout the contract, the Customer shall only pay for what they are using, once the service stops there is nothing further to pay.

Using the service

• Web browser interface: Yes
• Using the web interface: ITM’s secure portal gives the Customer the ability to perform the following tasks:; ; • Securely log in and manage multiple users.; • Request and quickly add new products or services.; • Generate quotations for ordering, scenario or budget planning.; • Ordering of products and services against open purchase orders.; • Access service dashboards and real-time reporting for spend and SLA management, on a per site and per item basis.; • Products are easily searchable by type and manufacturer.; ; The service is set up to individual Customer requirements with support from ITM. Interaction is required between Customer and ITM personnel to define and agree service parameters. ; ; Once the service parameters are agreed and set up, Customers have secure access through the portal to a range of pre-agreed goods and services. Regular service reviews allow for ongoing service development and change requests.
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: The Service is accessed using ITM’s easy to use and secure portal. The portal gives the Customer complete transparency, flexibility and control over their requirements on 24/7x365 basis. Customers can elect to use the portal on a self-service basis or in conjunction with ITM’s Service Desk.
• Web interface accessibility testing: N/A.
• API: Yes
• What users can and can't do using the API: Our portal is based on standard technologies (SQL) and can be integrated with Customer applications such as ServiceNow and other ITSM tools. Requests for integration would require that detailed scoping is carried out in order to design and subsequently deliver an integrated solution.
• API automation tools: Other
• API documentation: No
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type: Manual
• Independence of resources: Potential capacity problems during periods of multiple service take on are mitigated or avoided through effective scheduling and planning. Services are accessed by a Cloud portal, our deliverable is resource driven comprising various technical and support service roles, none of these positions are dependant on individual named personnel and thus our service offers inherent resilience.
• Usage notifications: Yes
• Usage reporting:
  • Email
  • Other
• Other usage reporting: Users will recieve a phone call to notify them if usage nears service limits.

Analytics

• Infrastructure or application metrics: Yes
• Metrics types: Network
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

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

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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Hardware containing data is completely destroyed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

• Backup and recovery: No

Data-in-transit protection

• Data protection between buyer and supplier networks: IPsec or TLS VPN gateway
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: ITM can offer contract specific score carding with service credits applied for reduced performance levels. Service credits would take the form of a credit note that would be issued on a quarterly basis.; ; Our standard SLA's for responding to new service requests are:; ; • Within 2 hours 08.00-18.00 Mon - Fri.; • Within 3 hours 24/7 by arrangement and cost uplift. ; • Break-Fix next business day.
• Approach to resilience: Services are accessed by a Cloud portal, our deliverable is resource driven comprising various technical and support service roles, none of these positions are dependant on individual named personnel and thus our service offers inherent resilience.
• Outage reporting: Service issues are reported by telephone, email or dashboard.

Identity and authentication

• User authentication: Username or password
• Access restrictions in management interfaces and support channels: All systems requiring user access are protected by username and password, on a needs basis and where applicable using two factor authentication. Usernames and passwords are centrally managed by our Service Desk and internal secure IT in accordance with our Password Policy.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Devices users manage the service through: Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: 18/09/2023
• What the ISO/IEC 27001 doesn’t cover: N/A. Our certification is company wide.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Worldpay (UK) Limited
• PCI DSS accreditation date: 08/09/2021
• What the PCI DSS doesn’t cover: ITM is certified to the requirements of the PCI DSS.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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: ITM is committed to maintaining an Information Security Management System (ISMS) that meets the criteria of ISO 27001:2022 and Cyber Essentials Plus. Our ISMS Manual is fully detailed and subject to regular external audit. ; ; The internal ISMS team comprising; Director, IT Manager and Compliance Manager, regularly hold management reviews of the ISMS to monitor and measure its effectiveness. ; ; • By setting realistic and measurable security objectives as detailed within the Statement of Applicability.; • By providing appropriate resources for the achievement of information security management.; • By maintaining and testing a Disaster Recovery/Business Continuity plan.; ; A full copy of our ISMS Manual is available on request.

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: ITM conforms to a standard Change Management Process as described in our ISO 27001 documentation. Change Control forms are available for completion when required.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: ITM is committed to maintaining an Information Security Management System that meets the criteria of ISO 27001. In addition to this, ITM has obtained Cyber Essentials certification. ITM pro-actively manages vulnerability with frequent penetration testing as part of Cyber Essentials.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: ITM’s Service Delivery Manager and Service Desk will monitor the service in accordance with the terms of the contract. ITM shall monitor and report against the following key criteria; Service Availability, Incident Resolution, Quality and Provisioning. Services shall be monitored by ITM’s Service Desk using our own and Customer ITSM tools.; ; ITM shall publish to the Customer the agreed service support procedures which shall include diagrammatic processes that show what to do, how and who to notify in the event of a service issue. ITM shall report incidents to the Customer within one hour of the incident's occurrence.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: ITM shall publish to the Customer the incident reporting procedures which shall include diagrammatic processes that show what to do, how and who to notify in the event of a service issue. ; ; The Customer can contact ITM by telephone, portal or email advising details of the incidents which shall then be triaged and managed to resolution in the quickest time possible.Notifications can be made to the ITM; Service Delivery Manager, Directors, Project Manager(s), Service Desk or Out of Hours Duty Team.; ; ITM’s incident owner shall keep the Customer updated with progress to resolve the incident using an agreed reporting format.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: No

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: ITM is a long standing Endorser of the EU Code of Conduct for Energy Efficient Datacentres and only partners with third party data centre operators who also follow this code.; ; ITM is certified to ISO 14001:2015.

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  ITM strive to be responsible stewards of the environment, throughout the performance of the contract we will aim to sustainably deliver our services to ensure the future of our ecosystem and preserve resources for years to come. ; ITM have a published Carbon Reduction Plan and considers the social, economic, and environmental impact of our business in everything we do. We are committed to achieving Net Zero emissions by 2050. To achieve this, we have engaged with Science Based Targets Initiative to set ambitious, science-based emissions reduction targets in line with the 1.5°C Net Zero Pathway and the Paris Agreement goals.; ITM hold and maintain an ISO 14001 certification which demonstrates our commitment to maintaining environmental policies, standards, guidance, and processes which identify and reduce our environmental impacts, including carbon emissions. ; ITM will continue to encourage staff, suppliers, customers and communities to support environmental protection and improvement through the delivery of the contract by engaging them in our ongoing and future carbon reduction projects, including but not limited to the following:; • Record carbon emissions and conduct annual reporting - Our CO2e emissions are offset annually via Carbon Neutral Britain.; • Recycle/ Waste Segregation - ITM recycle waste wherever possible, and actively promote waste segregation.; • Re-Use – Equipment - We re-use equipment where possible, and where equipment must be disposed of, this is in an environmentally friendly manner through reputable companies, with documentation maintained.; • Smart Project Delivery - Reduce logistics, supplier aggregation and reduced site visits. ; • Supplier Engagement - Reduced packaging, local manufacturing, single source, ethically aligned to ITM reduction goals.; ITM will continue to engage with its workers around sustainability through regular communications and training. We have put together an Environmental, Social and Governance (ESG) committee to ensure continued focus and dedication to our ESG goals.

  Tackling economic inequality

  In the delivery of this contract, ITM will seek to actively promote employment opportunities in an inclusive way and assist with supporting economic growth. ; ITM run an apprenticeship programme that will create employment opportunities and support educational attainment relevant to the contract. We work with industry leaders CNet Training to provide a Government funded apprenticeship programme for Network Cable Installation (NCI). A structured 12 – 15-month (determined by existing skills and knowledge) course, the NCI apprentice programme is designed to assist new entrants to the cabling industry as well as to those already working within the cable installation environment wishing to improve their skills and knowledge base. ; The programme is open to people from all backgrounds including those who face barriers to employment and/or are in deprived areas. On completion the individual will have gained a recognised qualification and the skills and knowledge to complete all contract requirements, leading to further employment opportunities. ; ITM know that a diverse supply chain to deliver the contract will improve efficiencies, reduce environmental impacts and encourage local economic growth. Throughout the contract ITM will regularly review the below commitments to increase our supply chain resilience and capacity:; • Buying British manufactured or assembled goods. (We work with a wide range of suppliers, some of whom manufacture in the UK. Where possible we shall source from these suppliers including local sourcing of consumables, PPE and work apparel). ; • Equipment hire. (we use a large hire company with UK wide branches, enabling us to source specialist equipment e.g. MEWPs, locally).; • Engineer travel (we maintain a distributed workforce throughout the UK and where possible use local to the customer engineering resource).; ITM are ISO:27001 accredited and hold the Cyber Essentials certification ensuring we guard against the most common cyber threats and remain committed to cyber security.

  Equal opportunity

  ITM is an equal opportunities employer and is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. ; ITM will take all reasonable steps to employ and promote employees based on their abilities and qualifications without regard for race, colour, ethnic origin, nationality, national origin, religion or belief, sex, sexual orientation, gender reassignment, age, marital or civil partnership status and / or disability. ; ITM will appoint, train, develop and promote people in the contract workforce based on merit and ability alone.; ITM will regularly monitor the effects of selection decisions, personnel practices and procedures to confirm that equal opportunity is being achieved. This will also consider any possible indirectly discriminatory effects of its standard working practices. ITM will implement any necessary changes and make reasonable adjustments to its standard working practices to overcome barriers caused by disability.; We are committed to equal pay in employment and endeavour to maintain a pay system that is transparent, free from bias and based on objective criteria. As part of the ongoing measurement of ITM’s ESG performance, we have engaged with Reporting 21 to monitor and report back on any gender pay gaps. The data from the reports will be reviewed by the Directors to action any inequalities found.; ITM proactively support in-work progression through the training and development of all our employees. This enables them to be suitably competent and proficient to carry out their role and to develop their own knowledge and skills.; ITM strictly prohibits the use of modern slavery and human trafficking in our operations and supply chain. We’re committed to implementing systems and controls aimed at ensuring that modern slavery is not taking place anywhere within our organisation or supply chains. We expect that our suppliers will hold their own suppliers to the same high standards.

  Wellbeing

  ITM are committed to the health & safety of all its workers, our aim is to implement a strong H&S culture so that everyone goes home safe. We have developed a robust Health & Safety Management System, compliant with ISO 9001. This includes strong safe working practices and procedures that every worker must follow to reduce risk and ensure a safe working environment.; Looking after each other is one of ITM’s core values. That includes mental as well as physical health and safety. We do our best to ensure everyone is well and mentally fit to carry out their work. ; ITM have trained and implemented several staff members as Mental Health First Aiders (MHFAider®). A MHFAider® has the skills to spot colleagues experiencing poor mental health and can start a conversation and/ or show them where to get appropriate support if needed.; ITM is a supporter of, and fundraiser for various charities. We make donations to specific causes that are important to our stakeholders. We also organise regular charity events to raise funds or provide time to causes in the local community.

Pricing

• Price: £250 to £640 a unit a day
• Discount for educational organisations: No
• Free trial available: No

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 mark.barber@itm.uk.com. Tell them what format you need. It will help if you say what assistive technology you use.