Xcession Ltd
Freshservice Application Management Services
Xcession are specialist in IT Service Management Software and have delivered application management services for Freshservice IT Service Management solutions with organisations in the Public and Commercial sectors. Our service offer is designed with your requirements in mind and not just a one-size fits all approach.
Features
- Standard ITIL services to deliver the service you need
- Scalable depending on your business requirements
- Service Levels that reflect the needs of your business
- Automated service request fulfilment
- Experienced and certified personnel who are customer focussed
- Proactive service to deliver greater customer experience
- Effective Licence Management
- Pre-paid hours which allow you to deliver business improvements
- Security cleared resource to required level (BPSS and SC)
- Monthly service reports detailing overall service performance against key KPIs
Benefits
- Reduce business risk and cost
- Not aligned to the vendor so a trusted advisor
- Specialist UK SME
- On-shore and off-shore resources
- Access to a pool of high experienced staff
- Deliver real business change in a flexible and rapid manner
- Skills across all Freshworks products
Pricing
£129.00 to £1,200.00 a unit a day
Service documents
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 sunil.duggal@xcession.co.uk.
Tell them what format you need. It will help if you say what assistive technology you use.
Framework
G-Cloud 14
Service ID
2 8 8 0 6 8 3 5 6 7 8 7 5 2 8
Contact
Xcession Ltd
Sunil Duggal
Telephone: 07973 432187
Email: sunil.duggal@xcession.co.uk
Planning
- Planning service
- Yes
- How the planning service works
- Xcession will work with you to plan the transition to Xcession Application Management services. This plan depends on the scope of service with the guarantee of a seamless transition no matter what Freshworks modules you need to be supported. Xcession will perform analysis of your Freshservice solution including how the solution is configured, uses cases which are executed and all integrations which you have in place which need to be supported. Xcession will also plan the service take on and ensure that all activities which are required are executed. This will include staff on-boarding, application on-boarding such as configuration of any required service levels, service requests to allow staff to interact with the service, reports and dashboards. Areas when we will execute automation are also included in the planning phase.
- Planning service works with specific services
- Yes
- Hosting or software services the planning service works with
- Freshservice ITSM
Training
- Training service provided
- Yes
- How the training service works
- Xcession provides multiple training options for customers as part of our Freshservice Implementations. These can range from Train the Trainer, Instructor-led training (ILT), Virtual instructor-led training (VILT) or Video on Demand (VoD). We are also able to provide content where a customer has their own Learning Management System (LMS).
- Training is tied to specific services
- Yes
- Services the training service works with
- Freshservice ITSM
Setup and migration
- Setup or migration service available
- Yes
- How the setup or migration service works
-
Xcession have extensive experience in Enterprise and IT Service Management across multiple industry sectors including government. Through our experience and the fact that we are vendor agnostic we will make sure you get the best advice needed when moving any service to the cloud to between cloud providers. We will work with you to understand the key business outcomes you wish to achieve from your move to the cloud to between cloud services. We work with you on the key uses cases to be achieved and then map the technology onto these use cases using the tools you have purchased.
Our methodology follows our unique methodology which allows us to define the work packages to be defined at each phase of the setup and migration. This ensures that all parties are clear about time and cost. The focus is on delivering value and not just ticking a box to say something is done. The outcome is a transformed service which utilises the features of the cloud services to enable you to deliver better and more valued services to your customers. - Setup or migration service is for specific cloud services
- Yes
- List of supported services
- Freshservice ITSM
Quality assurance and performance testing
- Quality assurance and performance testing service
- Yes
- How the quality assurance and performance testing works
- As part of our support service we are constantly applying quality assurance and strict change control procedures to the applications we manage. Performance is constantly monitored and any issues managed with the cloud provider
Security testing
- Security services
- Yes
- Security services type
- Security incident management
Ongoing support
- Ongoing support service
- Yes
- Types of service supported
- Hosting or software provided by a third-party organisation
- How the support service works
-
Xcession will provide the Applications Management services (AMS) for Freshservice including;
• Incident management
• Operational Change management
• Problem management
• Knowledge management
• Configuration management
• Service Delivery Management
• Service Request Management (Automated and Manual)
• Integrations management
• Licence management
o Management of incidents, service requests and changes
o Forecasting of changes in service consumption
o Service request fulfilment.
Xcession will also deliver monthly service reviews which will cover performance of the service against agreed Key Performance Indicators, Service Level performance and continual service improvement.
Service scope
- Service constraints
- There are no constraints to the service but Xcession will discuss all requirements and should any constraints exist, these will be factored into the service.
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Priority: P1 Target Response Times: 30 minutes Target Level of Effort: Continuously, 24 hours per day, 7 days per week Priority: P2 Target Response Times: 2 hours Target Level of Effort: Continuously, but not necessarily 24 hours per day, 7 days per week Priority: P3 Target Response Times: 1 business day Target Level of Effort: As appropriate during normal business hours Priority: P4 Target Response Times: N/A Target Level of Effort: Varies
- 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
- Support levels
-
As part of Xcession's Application Management Services with customers we do not commit to formal SLAs, instead, we use reasonable efforts to meet the target response times and level of effort as stated in the table below. As part of the onboarding of new customers to our support offering, we work closely to define the required level of response required to meet the objectives of each customer.
Priority: P1
Target Response Times: 30 minutes
Target Level of Effort: Continuously, 24 hours per day, 7 days per week
Priority: P2
Target Response Times: 2 hours
Target Level of Effort: Continuously, but not necessarily 24 hours per day, 7 days per week
Priority: P3
Target Response Times: 1 business day
Target Level of Effort: As appropriate during normal business hours
Priority: P4
Target Response Times: N/A
Target Level of Effort: Varies
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Conforms to BS7858:2019
- Government security clearance
- Up to Security Clearance (SC)
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- NQA
- ISO/IEC 27001 accreditation date
- 20/05/2020
- What the ISO/IEC 27001 doesn’t cover
- All is covered
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Cyber essentials plus
- No
- Other security certifications
- No
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Covid-19 recovery
- Tackling economic inequality
- Equal opportunity
- Wellbeing
Fighting climate change
Management of IT, Data Centre and Cloud Assets to maximise consumption and efficiency, and reduce emissions.Covid-19 recovery
Improving employee flexibility with remote working and supporting digital transformation to improve access to technology for all.Tackling economic inequality
Improving employee flexibility with remote working and supporting digital transformation to improve access to technology for all.Equal opportunity
Improving employee flexibility with remote working and supporting digital transformation to improve access to technology for all.Wellbeing
Improving employee flexibility with remote working and supporting digital transformation to improve access to technology for all.
Pricing
- Price
- £129.00 to £1,200.00 a unit a day
- Discount for educational organisations
- No
Service documents
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 sunil.duggal@xcession.co.uk.
Tell them what format you need. It will help if you say what assistive technology you use.