CDW Limited

CDW ServiceWorks Compute Infrastructure-as-a-Service

ServiceWorks Compute is a multi-tenant Infrastructure as a Service (IaaS) Cloud solution. Delivered from CDW’s UK-based data centres our managed platform is scalable and built to cater for the demands of business critical IT. The infrastructure is proactively monitored 24/7 by our dedicated UK-based Service Operations Centre.

Features

• Built on enterprise-class technology
• Delivered from state-of-the-art UK-based data centres

Benefits

• Predictable & accurate costs
• Share in world-class technology
• Accelerate time-to-value
• Protection as standard

£56 a unit a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  ODS

• 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 tenders@uk.cdw.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

243530305457536

Contact

Andy Wood
0161 837 7744
tenders@uk.cdw.com

Service scope

• Service constraints: UK based only
• System requirements: None, all common browsers supported

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Dependent on contract SLA
• 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: Basic, Essential, Premium
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Bespoke migration and adoption services will be provided according to customer requirements
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: A bespoke T&M project according to customer requirements
• End-of-contract process: Offboarding process bespoke to customer requirements

Using the service

• Web browser interface: Yes
• Using the web interface: ServiceWorks portal provided for service visibility and management
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: N/A
• Web interface accessibility testing: N/A
• API: No
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type: Manual
• Independence of resources: Technical separation in data centre
• Usage notifications: Yes
• Usage reporting: Email

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • CPU
  • Disk
  • HTTP request and response status
  • Memory
  • Network
  • Number of active instances
• Reporting types: Real-time dashboards

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: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: No
• 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: Yes
• What’s backed up: Files, VMs and data
• Backup controls: Managed service
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Supplier controls the whole backup schedule
• Backup recovery: Users contact the support team

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: 99.9 to 99.99 dependent on SLA
• Approach to resilience: Available on request
• Outage reporting: Public dashboard, email alerts

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Separate environment
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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 receive audit information on a regular basis
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• 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: Lloyd's Register Quality Assurance Limited
• ISO/IEC 27001 accreditation date: 4 April 2016
• What the ISO/IEC 27001 doesn’t cover: All services are covered.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Security Metrics
• PCI DSS accreditation date: 14 Jul 2016
• What the PCI DSS doesn’t cover: N/A
• 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: ISO 27001

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: ITIL processes used
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Third party threat analytic software
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Third party analytic software
• Incident management type: Supplier-defined controls
• Incident management approach: 24x7 ITIL Servicedesk

Secure development

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

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: ISO 50001 Energy management systems

Social Value

• Fighting climate change:

  Fighting climate change

  CDW is committed to fighting climate change and protecting the environment. CDW has made a commitment to achieve Net Zero emissions by 2040, 10 years earlier than mandated by the UK government. To achieve this, CDW has implemented (and continues to implement) initiatives to reduce our emissions and carbon footprint, all of which are underpinned by CDW’s ISO14001 certified Environmental Management System (EMS) and our beGreen program.; ; CDW’s distribution centre and our flagship offices hold ISO 14001 environmental management certifications, with our UK distribution centre also holding REGO energy certifications. In parallel with our EMS and beGreen program, CDW has invested in and implemented a range of initiatives to help tackle our contribution towards climate change across our operational activities. These initiatives include (but are not limited to):; ; -Solar panel usage. As a result, in 2021, we were able to achieve 100% renewable energy sourcing for CDW-owned buildings.; -Energy-efficient lighting solutions, including indoor and outdoor LED lighting.; -Motion sensor lighting and conveyor systems that turn off in response to inactivity.; -Water consumption solutions, including rainwater harvesting efforts.; -“Smart” HVAC systems that adjust according to business hours and seasonal temperatures.; -A ‘Pin to Print’ program enabling enhanced print queue management to reduce wasted print jobs; -A goal to achieve 100% renewable energy sourcing for electricity by 2027. In 2021, 98% of electricity consumed in the UK was from renewable sources.; ; Additionally, at our distribution centres, we have recycled:; ; -2,966 tons of packaging material; -9,794 tons of cardboard; -636 tons of paper; -Thousands of wood and plastic pallets; ; Furthermore, at a coworker level, CDW has established a ‘WE GET Our Environment’ Business Resource Group and an Environment Committee with the purpose of increasing awareness of the environmental and social strategy, and to empower coworkers to get involved in environmental initiatives.
• Equal opportunity:

  Equal opportunity

  CDW is committed to creating a working environment for coworkers dedicated to inclusion, diversity and equal opportunities, as detailed in our CDW Way Code, which teaches all CDW coworkers to:; ; -Always do their best to make everyone at CDW feel welcome; -Treat other coworkers with respect and dignity; -Maintain an inclusive workplace in which all coworkers can demonstrate their full potential; -Respect the unique attributes and perspectives of every coworker; ; CDW provides equal treatment and opportunity without regard to:; ; -Race; -Skin colour; -Religion; -National origin; -Gender; -Sexual orientation; -Gender identity; -Disability; -Age; ; Our commitment to equality is underpinned by six Business Resource Groups (BRGs). BRGs ensure all coworkers have a voice, build awareness, and provide support to similar groups in their communities. The BRGs include:; ; -Armed Forces Network; -Black Coworker Network; -Disability Support Network; -PRIDE+; -United Support Network; -Women’s International Network; ; CDW coworkers are empowered to reach their highest potential, and we are focused on providing them with a wide variety of tools and development opportunities to help them achieve their career aspirations at CDW, regardless of origin, background or situation. Within our learning culture, all coworkers are surrounded by comprehensive resources and support, ongoing education and skills training, and robust advancement opportunities. We offer a variety of programs to help current and future leaders build diverse teams and to help diverse coworkers develop their leadership skills so they can continue to advance in the organisation.; ; Our commitment to equal opportunities and diversity is demonstrable across our organisation. As an example, CDW’s CEO and President, Chris Leahy, is female and CDW’s Executive Committee consists of 50% female and 50% male coworkers, with 42% coming from multi ethnic backgrounds.; ; CDW is also committed to reducing the gender pay gap and produces an annual gender pay gap report - https://www.uk.cdw.com/site-tools/pay-gap-report/.
• Wellbeing:

  Wellbeing

  CDW is committed to providing coworkers and their families with the knowledge necessary to make the best health and wellness choices for themselves and their families. ; ; Our approach to wellness is designed to help coworkers be safe, healthy and successful. We understand that managing work and personal life is a balancing act of shifting priorities and so we offer a variety of benefits that supports a coworker’s physical, financial, emotional and social ; wellbeing, including access to telemedicine, a suite of family benefits and a variety of wellness incentives and programs.; ; CDW provides coworkers with an Employee Assistance Program, which offers confidential, individualised coaching to help coworkers achieve personal or professional goals. It also features enhancements for crisis care, 24/7 phone support and an emergency referral system.; ; Ongoing coworker engagement is fostered through regular communications events, including: ; ; -Monthly wellness e-newsletters promoting benefits available to coworkers; -Workshops and activities focused on timely topics; -Various campaigns to raise awareness for meaningful topics throughout the year, including mental health, emotional wellbeing and heart-mind gratitude; ; As a further example of our commitment, in response to the COVID-19 pandemic, our Coworker Services team implemented “coworker calls” - informal, but regular check-ins to ensure all coworkers are caring for their mental health and receiving the support they need.; ; CDW also established ‘The CDW Community’, an initiative set up to provide coworkers with activities that they could participate in to keep them physically and mentally active, and to give them a platform for social engagement with other coworkers during a time where many were feeling isolated.; ; Following its success during COVID, the CDW Community initiative has remained operational as we exit the pandemic, continuing to provide CDW coworkers with activities and resources centric to physical and mental wellbeing, as well as sessions to support a healthy family life.

Pricing

• Price: £56 a unit a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Limited time period

Service documents

• Pricing document

  ODS

• 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 tenders@uk.cdw.com. Tell them what format you need. It will help if you say what assistive technology you use.