Computacenter (UK) Ltd

Computacenter - IBM Turbonomic

IBM Turbonomic ARM helps organisations automatically and proactively optimise the performance and cost of IT infrastructure across public, private and hybrid cloud environments. The service significantly reduces financial and environmental impact of IT by using only what is required.

Features

• Full-stack, demand-driven approach for application performance, compliance and cost reduction
• Automate resourcing decisions to optimise application performance, within business constraints
• Provides common data model, bringing together the entire IT stack
• Exploits your APM solutions, ensuring resourcing actions adhere to SLOs
• Delivers an easily installable, lightweight, and agentless solution
• Delivers recommendations for placement, sizing and capacity of resources
• Provides expert management of on premises and cloud environments
• Optimises complex Kubernetes environments

Benefits

• Reduces outages and slowdowns by taking automated proactive measures
• Reduces IT incidents and associated service/reputational costs
• Uses APIs to rapidly discover applications, platforms, and infrastructure
• Reduce licensing costs for some application types
• Ensures optimised service performance whilst avoiding wasted IT spend
• Reduces environmental impact, extensive CO2e reporting and reduction capabilities

£59.76 a virtual machine a month

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

Framework

G-Cloud 14

Service ID

240151180057125

Contact

Karen Baldock
+44 (0) 1707 631000
government@computacenter.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: With the exception of Kubernetes environments, where we would deploy a lightweight pod, IBM Turbonomic exploits agentless API data collection.
• System requirements:
  • IBM Turbonomic is accessed via a standard web browser
  • Credentials are required to connect to IT environments
  • Kubernetes environments require a pod to be deployed

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support response times; 24 x 7 access to the IBM technical support team through cases (online), telephone, and instant messaging chat. Response times (on all days) is based on the issue Severity that you assign; see "Support Levels" later for details.
• 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: 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: Web chat accessibility testing; IBM Cloud includes the following major accessibility features: - Keyboard-only operation. - Operations that use a screen reader. IBM Cloud uses the latest W3C Standard, WAI-ARIA 1.0 to ensure compliance to US Section 508 and Web Content Accessibility Guidelines (WCAG) 2.0. To take advantage of accessibility features, use the latest release of your screen reader in combination with the latest Internet Explorer web browser that is supported by this product. The IBM Cloud online product documentation and the IBM Cloud user interface framework is enabled for accessibility.
• Onsite support: Yes, at extra cost
• Support levels: Standard IBM product support is included in the subscription. See the IBM Cloud Service overview site for full details - https://www.ibm.com/support/pages/ibm-cloud-service-overview . This includes - 24/7 web and phone support - Response time SLAs for Severity 1-4 tickets - Escalation process "IBM Enterprise/Preferred Care" Support offerings (at additional cost) are documented here : https://www.ibm.com/support/pages/ibm-support-offerings . The IBM support site also includes an Watson based support chatbot, searchable knowledge base and an active community site.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Our primary starting point is the documentation which you can review here: https://www.ibm.com/docs/en/tarm There are formal education classes available.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Using the Turbonomic APIs users can extract their data.
• End-of-contract process: As part of the service, at the end of a contract, a customers instance of Turbonomic is destroyed. Backups will remain for 30 days and be deleted automatically as they expire. There is no possible recovery beyond 30 days.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: User GUI console for management of environment.
• Accessibility standards: None or don’t know
• Description of accessibility: See the attached report for details: https://www.ibm.com/able/product_accessibility/request/?requestId=34dbc7a2c2f5f14d4a487f786dcda3d0
• Accessibility testing: See the attached report for details: https://www.ibm.com/able/product_accessibility/request/?requestId=34dbc7a2c2f5f14d4a487f786dcda3d0
• API: Yes
• What users can and can't do using the API: The Turbonomic user interface is a client to this API, and every feature exposed in the user interface is the product of API calls. To understand the API, you should have a working knowledge of the Turbonomic user interface, the features it exposes, the data it uses, and the use cases that it supports. In most cases, if you want to script some Turbonomic behavior, you should be able to execute most of that behavior via the user interface. Stepping through these use cases in that context will help you plan and implement your scripts. To get the most out of the REST API, you should understand how Turbonomic organises its underlying data, and how the various REST resources map to that organisation. Review the API Guide at the following link: https://docs.turbonomic.com/
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: The Turbonomic service is run against your IT and cloud environments thus your service will be tailored to your environment. Using APIs and credentials you create connections to those environments such that you are able to see and have them optimally managed by Turbonomic.

Scaling

• Independence of resources: Our SaaS service scales to meet the required needs of your environment.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: IBM

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: Other locations
• User control over data storage and processing locations: No
• 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
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users may use the GUI or API to export their data.
• Data export formats: Other
• Other data export formats:
  • JSON API requests
  • PDF reports
• Data import formats: Other
• Other data import formats: Via the API or manually using the GUI

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: 99.50%
• Approach to resilience: Turbonomic SaaS is deployed in a multi-node Google Cloud GKE cluster as individual Kubernetes services. GKE handles service resiliency and scheduling on available nodes. The service is deployed across multiple availability zones.
• Outage reporting: Outages are reported via; a public dashboard or email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: Access to the Turbonomic control plan is restricted to only operations staff and controlled by RBAC according the operators required privileges to do their job. Access to the control plane is not through a public interface. A VPN restricted to specific source IP addresses is required for SRE staff. MFA is required. Access is logged and monitored.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)

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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 28/04/2022
• What the ISO/IEC 27001 doesn’t cover: Our ISO/IEC 27001 certification relates to the information security management system and not the products or services of the certified organisation.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Gemserv Ltd
• PCI DSS accreditation date: 22/09/2021
• What the PCI DSS doesn’t cover: As per section 2a of the PCI-DSS certificate, there are no areas that were marked as ‘Not Included’. We therefore confirm we are compliant across all relevant requirements for our services as a Hosting Provider, Managed Services and Payment Processing.
• 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: IBM has a formal ITSS process and security organisation.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All changes must have an approved change request, documented method-of-procedure, and rollback procedure prior to being executed. On completion the CR is closed.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability management is part of the CI/CD process. Turbonomic follows a 2 week release cadence. Release candidates must be clear of CRITICAL and HIGH vulnerabilities. CRITICAL vulnerabilities discovered in production are treated as incidents and must be remediated immediately.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Turbonomic SaaS is continuously monitored. Crowdstrike EDR agents are installed and monitored continuously for anomalies. Application logs are continuously monitored. In the event of an incident customers are notified after triage within 24 hours.
• 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: Turbonomic has a formal incident response procedure, as defined in the Information Security Management Procedures. Customer designated individuals are notified directly through an appropriate channel, web, email, phone. Incidents are classified according to severity with an associated resolution time.

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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Computacenter ensures that our business practices deliver effective stewardship of the environment in line with the Social Value Model. Computacenter's science-based emissions reductions targets are approved with the SBTi. Our Net Zero Journey Group Emissions is now just 16% of 2015 levels as outlined in our carbon reduction plan to achieve ‘Net Zero’ carbon emissions by 2040.; ; Business travel is necessary, both for our customer requirements and for our staff. We have materially reduced business travel, ensuring all business trips are necessary, helping reduce carbon emissions. We are investing in technology to allow greater use of existing communication platforms as part of our ‘hybrid working’ strategy. One of the key benefits we believe this will help us realise is reducing emissions from business travel by 35 per cent by 2025 (compared to 2019). For G-Cloud services this means that we will drive the use of virtual, technology-enabled meetings as much as possible for all internal and external sessions, including those with our wider supply chain.; ; Further to this we can provide customer advisory services which include guidance and recommendations on how to improve their sustainability performance to help inform customer decision making whilst achieving the desired commercial and technical outcomes through the services being provided.; ; Computacenter has introduced incentives to encourage the replacement of the existing Fleet with Ultra Low Emission Vehicles. We have 44 electric charging points across 2 of our locations to encourage the adoption of electric and hybrid vehicles, either through our company car scheme or privately. For this framework specifically, this means that our consultants, project managers and engineering resource will have access to a ULEV vehicle via our company car scheme and the ability to charge a vehicle at Computacenter office locations.

  Covid-19 recovery

  Throughout the pandemic we have closely followed and implemented government guidance relating to the workplace and COVID-19. We created a COVID-19 risk assessment to enable us to understand the improvements that need to be made to our workplace conditions in line with the Government COVID-19 secure workplace guidelines and the business advice that is now current. It looks at the risks of COVID-19 in the workplace, such as hygiene, & cleaning and then states what we must put in place to mitigate these risks.; ; As we enter the recovery phase of the pandemic, we have introduced hybrid working for our employees. This will allow most employees including those delivering G-Cloud services increased flexibility in how and where they work ensuring that we still deliver the best service to our customers whilst looking after our people.; ; Our COVID-19 steering committee is there to identify activities that will improve workplace conditions then plan, build and regularly monitor various programmes focused on supporting the COVID-19 recovery effort. At these meetings, chaired by our Chief People Officer (‘CPO’) Sarah Long, our CIO John Gibbs and Services operations, the steering committee discuss changes that need to be implemented, identify areas of improvement, and review our roadmap of new activities.; Throughout the life of the contract, we will use our existing activities (as well as those that are in development in due course) to continue to improve workplace conditions in support of the COVID-19 recovery effort.; ; Questions relating to travel were included in the COVID-19 surveys that were issued through the pandemic. The assessment highlighted concerns people had about public transport. To help all employees; managers were coached and given guidance about being flexible with start/finish times. We continue to adapt our approach based on feedback received through the steering committee and employee surveys.

  Tackling economic inequality

  As a diverse and inclusive organisation with a strong focus on equality and driving in-work progression, our approach to recruitment and employment is aligned to recognised industry best practices such as the 5 principles of quality work as set out in the Good Work Plan.; ; Our Employee Impact Groups for disadvantaged or minority groups provide representation, support, and community engagement, feeding into our People Panel ensuring all voices are heard, underpinning our wider ambition of building a sustainable business for the long term.; ; We put specific measures in place to provide opportunities to under-represented groups or those who face barriers to employment, including comprehensive outreach programmes for schools and universities, as well as partnerships with non-profit organisations within our communities. We continue focus on reaching harder to reach groups and people who are underrepresented in our sector by working with charities and schools in the local community to offer career talks and work experience opportunities. Our school outreach programme has over 130 volunteers dedicating over 2,600 hours running activities for employability and life skills in schools, colleges, and universities.; ; Computacenter is one of the 9 founding members of ‘Technology Community for Racial Equality’ (‘TC4RE’), a group set up to drive racial equality throughout the technology industry, with which we are delivering a half-day virtual event on ‘Enabling Ethnic Diversity’ featuring a series of expert keynotes, live panel discussions and interactive workshops with representation from across the UK technology community.; ; Furthermore, Computacenter are a silver level partner in the Armed Forces Covenant and has introduced a programme that provides the opportunity to attain a degree and ServiceNow certification whilst receiving full salary for armed forces leavers. This programme is the first of many programmes we intend on running to help ex-forces personal transition back into the workplace and the IT industry.

  Equal opportunity

  Computacenter is committed to providing equal opportunities to all through fair recruitment practices and employment conditions across our organisation.; We are a Disability Confident ‘Committed’ employer, committed to making lasting changes to our business creating a diverse talent pool. We work with partners through our community outreach, who are specialists in disability. An example is our work with Knightsfield School in Welwyn Garden City, a specialist school for deaf children. We run at least 3 ‘get work ready’ events with them, as well as offer up to 4 work experience opportunities and onsite visits every year.; ; For this contract, we will use existing initiatives (as well as others that are in development) to provide career opportunities for individuals from under-represented groups to address requirements for specific skills or roles with a focus on increasing skillsets through the life of the contract. This will include apprenticeships aligned to security and cloud/infrastructure departments, as well as industrial placements and graduate schemes for our ServiceNow Centre of Excellence, with specific focus on delivering cloud-based services to our customers.; ; Our workforce for services delivered under this framework will have access to existing initiatives aimed at supporting in-work progression and development for those from disadvantaged/minority groups. For example, our gender diversity initiatives include our Growing Together programme, which over 150 women have been through so far, of which over one-third have been promoted or taken a new role within a year following the mentoring and coaching provided.; ; We are also committed to driving racial equality across our business and the wider technology industry. We are a founding member of ‘Technology Community for Racial Equality’ which recently delivered a half-day virtual event on ‘Enabling Ethnic Diversity’ featuring a series of expert keynotes, live panel discussions and interactive workshops with representation from across the UK technology community.

  Wellbeing

  We understand how important employee Wellbeing is for a sustainable business model, therefore we are committed to creating a sustainable supply chain. Ensuring the wellbeing of our employees are looked after will positively affect productivity, recruitment, and retention rates.; ; In November 2021, a designated UK wellbeing manager was appointed and has since launched our wellbeing strategy, which aligns with the Social Value Model and the 6 standards of the Mental Health at Work Commitment, signed in July 2021. We are actively implementing the enhanced mental health standards as recommended through the ‘Thriving at Work’ review, and NICE mental health at work guidelines, as part of our Wellbeing strategy. The strategy encompasses four pillars of wellbeing, mental, physical, financial, and social. We are a Menopause friendly organisation and have created a support network for those in need.; ; We have 109 Mental Health First Aid (MHFA) accredited staff in the UK, trained by Mind, who act as Wellbeing Champions providing mental health first aid support and promoting our wellbeing services which those delivering G-Cloud service provisions will have access to. These champions are from every business area and from different seniority. We hold events throughout the year organised by our UK wellbeing manager and Champions, which have included celebrating World Mental Health days, Menopause awareness, financial wellbeing webinars and sponsored events to raise money for our mental health charity partners.; ; 2021 also saw the launch of our new groupwide app-based programme ‘Be Well’ which gives our people access to over 3,000 fitness, nutrition, health and wellbeing courses through Humanoo. Through this app we have launched an extremely popular groupwide step challenge and has encouraged our people to be more active, with over 35% of our workforce now using the app and covering over 1.8bn steps so far.

Pricing

• Price: £59.76 a virtual machine a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Please contact for more details. See also our offer to try the product in a pre configured cloud sandpit environment. https://www.turbonomic.com/try/
• Link to free trial: https://www.turbonomic.com/try/

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