KTSL Limited

Servicely

AI-Powered Service Management platform with low-code/no-code capabilities, which enables IT teams to enhance their ITIL processes and provide Business workflow applications to the rest of the organisation on the same platform. Servicely delivers on-demand intelligent service management automation and orchestration to digitise service-based workflows and tasks.

Features

• IT Service Management (ITSM / ITIL-compliant)
• Enterprise Service Management (HR, Finance, Facilities, Contract Management, etc.)
• Business worklow applications (low-code/no-code development)
• Project Portfolio Management (PPM)
• Workflow automation (ticket and document automation and lifecycle)
• Embedded AI (built-in AI Co-pilot and ticket augmentation)
• Integrated AI (integrating with industry leading Large Language Models)
• Orchestration & Shift-left (provision changes into IT and business aplications)
• Multi-channel (Self-Service Portals, MS Teams, WhatsApp, and others)
• Integrations (modern integration capabilities)

Benefits

• Efficiency: Streamline processes, reducing time and effort for tasks.
• Budget-effectiveness: Feature-rich platform, affordable licenses and operations.
• Collaboration: Foster teamwork and communication across departments for smoother workflows.
• Citizen-centricity: Improve services for constituents, enhancing satisfaction and trust.
• Orchestration & Automation: Automate repetitive tasks, saving time and resources.
• Compliance: Ensure adherence to regulations and standards, minimizing risk.
• Scalability: Grow and adapt easily to changing needs and demands.
• Analytics: Gain insights from data to make informed decisions.
• Security: Enhance data protection and mitigate cybersecurity threats.
• Innovation: Drive continuous improvement and modernization of services and processes.

£38.00 to £65.00 a user 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 mark.wiseman@ktsl.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

310630535717131

Contact

Mark Wiseman
07825 621155
mark.wiseman@ktsl.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Servicely is a modern cloud-first enterprise platform prioritizing availability, security, and efficacy. Consequently, there are no service constraints warranting disclosure.
• System requirements:
  • A personal computer or mobile device with a supported browser.
  • An internet connection with a minimum bandwidth of 128 kbps/user.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Severity 1 = 1 Clock Hour; Severity 2 = 4 Business Hours ; Severity 3 = 8 Business Hours ; Severity 4 = 12 Business Hours
• 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: No
• Support levels: Severity 1 - Critical Service Impact; Issue critically affects the primary business service, major application, or mission critical system. Customer resources must be available and willing to work on a 24x7 basis with BMC to resolve the issue. Characteristics of a Severity 1 issue include:; - Business service is not operational; - Production system crashes; - Data integrity at risk; - Production backup and recovery operations fail; ; Severity 2; Significant Service or Implementation Impact; The business service, major application, or system is seriously affected or implementation stopped. No acceptable workaround is available.; ; Severity 3 - Moderate Service Impact; The business service, major application, or system is moderately impacted, no data has been lost, and the business service, application, or system is still functioning. The issue may be temporarily circumvented using an available workaround.; ; Severity 4 - No Service Impact; Non-critical issues, general questions, enhancement requests, or documentation issues; ; Ongoing support is costed as a percentage of their total license cost.; ; Technical Account Manager or Cloud Support Engineer is available as required as part of the purchased service.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Servicely offers a comprehensive suite of onboarding services, starting with a predefined set of JumpStart implementation services covering IT Service Management (ITSM), HR Case Management, and Facilities Management. Tailored implementation services are then crafted to align with the specific requirements of each customer. Our training portfolio includes instructional sessions for platform Administrators and End-users across various roles, including but not limited to Service Managers and CMDB Administrators. Additionally, Train the Trainer sessions are integrated into the implementation project, ensuring knowledge transfer and expertise sustainability within your organization.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Throughout the entire contract term, the customer maintains access to all data and has the capability to extract it as needed for business intelligence or archival purposes at any time. Furthermore, customers are reminded to extract data before the service agreement concludes.
• End-of-contract process: The service is provided until the end of the agreed-upon term period as stipulated in the contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The user interface on the laptop/PC closely resembles the mobile experience in functionality and user experience. Servicely platform supports any compatible mobile device (iOS, Android) due to its the 'responsive' capability of its web user interface, which naturally adapts to screen size. Even complex forms will display correctly on mobile screens, though they can be simplified for an optimal mobile experience.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Servicely's web-based user interface prioritises user experience, offering intuitive navigation, configuration, and consistency. Users can personalise their experience and access data seamlessly across devices. The interface prioritises accessibility, with features like keyboard navigation and screen reader support. Its responsiveness ensures a consistent experience on desktop and mobile devices alike. Servicely's interface integrates seamlessly with other tools and systems, enhancing workflow efficiency. Overall, Servicely's user interface optimises usability, productivity, and accessibility, making it a preferred choice for businesses seeking a streamlined and intuitive service management platform.
• Accessibility standards: None or don’t know
• Description of accessibility: While Servicely's user interface is not currently accredited to comply with WCAG standard in full, it is actively utilized by public sector organisations. We acknowledge the importance of accessibility and are diligently addressing accessibility needs to ensure a quality user experience for all users, including those with disabilities who require it. Our commitment to improving accessibility aligns with our values of inclusivity and user-centric design, as we strive to make our platform accessible to everyone, regardless of their abilities.
• Accessibility testing: Servicely's R&D team actively utilises the WCAG testing framework to identify and understand any existing limitations within our platform's accessibility features. By integrating WCAG testing into our development cycles, we are able to pinpoint areas that may pose challenges for users with disabilities and proactively address them.
• API: Yes
• What users can and can't do using the API: Servicely provides a comprehensive JSON REST API to facilitate integration and automation with external systems. > Access to the all standard database tables. > Access to newly custom tables.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Servicely is fundamentally a low-code/no-code development platform, empowering customers to extensively configure and enhance the platform with minimal effort compared to other solutions. This includes, but is not limited to, tasks such as adding custom fields to existing forms, redesigning or creating new forms, and developing entirely new workflow applications. With Servicely's intuitive interface and flexible architecture, customers can swiftly adapt and innovate, ensuring their business processes evolve seamlessly to meet changing needs.

Scaling

• Independence of resources: Servicely employs a single-tenant architecture, ensuring optimal cloud benefits while safeguarding performance, configurability, and data privacy for each customer. This approach guarantees uninterrupted service despite varying demands, as each user operates within their dedicated environment, shielded from the impact of others' activities on the platform.

Analytics

• Service usage metrics: Yes
• Metrics types: Servicely platform is available 99.98% of the time during each month except for: (a) planned maintenance downtime (for which Servicely will give Customer 2 weeks advanced notice and carry out during non-core business hours of Customer as much as practicable); and (b) downtime caused by circumstances beyond their reasonable control.
• Reporting types: Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Servicely

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
  • European Economic Area (EEA)
  • Other locations
• 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 every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: End-users have the capability to export data from any lists of records in its entirety, affording them the flexibility to select the necessary fields for export, thus ensuring their comfort and convenience. // Administrators possess access to a robust feature set for data import and transformation, enabling them to import data from spreadsheets, LDAP, or other integrated sources.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF format
  • Microsoft Excel format
• Data import formats:
  • CSV
  • Other
• Other data import formats: Microsoft Excel format

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: Servicely platform is available 99.98% of the time during each month except for: (a) planned maintenance downtime (for which Servicely will give Customer 2 weeks advanced notice and carry out during non-core business hours of Customer as much as practicable); and (b) downtime caused by circumstances beyond their reasonable control.
• Approach to resilience: Servicely prioritizes resilience through a multi-faceted approach, including robust data redundancy, real-time monitoring, automated failover systems, and continuous testing to ensure rapid recovery and minimal disruption in the event of unforeseen incidents or failures.
• Outage reporting: Customers are promptly notified of platform outages via email to ensure transparency and keep them informed of any disruptions.

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)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Servicely users utilise role-based access control, user groups, and access policies to restrict access in management interfaces and support channels. Administrators define roles with specific permissions, assign users to groups with varying access levels, and configure policies based on factors like time and location. Additionally, authentication methods such as multi-factor authentication enhance security, while audit trails allow tracking of user activity. These measures collectively ensure that only authorised individuals can access certain features or data within the platform, maintaining the security and integrity of Servicely environments.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)

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: User-defined
• Access to supplier activity audit information: Users have access to real-time 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• 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: Other
• Other security governance standards: SOC 2 Type 2
• Information security policies and processes: Servicely leverages many of the compliance and governance protocols that AWS provides. Servicely is compliant to SOC 2 because the auditing procedure ensures, that as a service provider, customer's data is securely managed in order to protect the interests of the organisation, its employees and the privacy of citizens (as appropriate). Servicely has a dedicated DPO, and personnel with specific roles in the event that a process, such as the Data Breach Procedure, is actioned.

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: Servicely possesses a formally documented change management process utilising an internal Servicely instance to monitor change requests and approvals. All alterations to production environments are required to undergo the change management process. Change requests are obliged to incorporate the change procedure, risk assessment, and back-out plans. The Change Advisory Board (CAB) undertakes the review and approval of change requests. All assets are documented and monitored through Configuration Management Database (CMDB).
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Servicely employs continuous monitoring and prioritization of vulnerabilities, swiftly deploying patches through a rigorous patch management process. Automated remediation aids in efficient deployment, while collaboration with customers ensures understanding and adherence to best practices. This comprehensive approach aims to proactively identify and address vulnerabilities, minimizing the risk of security breaches and safeguarding customer instances and assets.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Servicely strategically selected to host its service on AWS due to its adherence to the highest industry standards for proactive and protective monitoring across all instances and deployed data centres. Furthermore, any availability issues will be promptly detected, notified through the Servicely platform, and resolved within the specified SLA.
• 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: Servicely proactively monitors customer instances, employing automated systems to swiftly identify and categorise incidents based on severity. Efficient escalation procedures ensure prompt resolution, while transparent communication keeps customers informed throughout the process. Continuous evaluation of Incident Management processes drives ongoing improvement, aiming to minimise downtime and optimise service delivery for enhanced customer satisfaction.

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

  Fighting climate change

  We work with our customers to identify opportunities to deliver environmental benefits such as a reduction in power consumption and reducing the repurchase of IT equipment. We do this by replacing traditional IT servers and equipment with Software and Cloud based equivalent therefore increasing power efficiency and lowering the need to manufacture and purchase equipment.; ; In addition, we work together with customers to develop remote working solutions using cloud software meaning less people travelling to an office and less pollution from transport.

Pricing

• Price: £38.00 to £65.00 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A fully functional environment for Proof-of-Concept purposes is provided to prospects for a pre-agreed time for the purposes of evaluation and platform selection. Servicely provides assistance with configuring advanced use cases; otherwise, the environment is ready for testing straight after provisioning.

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 mark.wiseman@ktsl.com. Tell them what format you need. It will help if you say what assistive technology you use.