IBM United Kingdom Ltd

IBM Cloud for Dizzion (VMware Horizon Enterprise)

Dizzion cloud desktops and application streaming create high-performance, secure and compliant digital workspaces that are delivered from 40+ IBM Cloud availability zones to any user on any connected device - anywhere in the world. The solution features VMware Horizon Enterprise and Dizzion’s proprietary C3 orchestration platform providing a DaaS (Desktop-as-a-service).

Features

• Proprietary C3 platform makes complex IT solution easy and automated
• Composable Digital Workspaces: build a DWS in easily, templates available
• Workspace management options include DIY to a fully-turnkey solution
• Workspace Add-ons to include vGPU, SD-WAN, BCDR, MFA, BYOD, etc.
• GDPR-compliant solution available
• UK-local data centre delivery available
• 99.99% SLA
• Choice of terms: up-front, monthly, 1 YR or 3 YR
• Support Windows or Linux OS
• Convenient, online IBM Cloud Catalog ordering

Benefits

• IBM Cloud/multi-cloud integration, BYO or provider-owned software-defined data centre
• Dizzion’s proprietary C3 platform automates complex IT solutions
• Unify IT asset with integrated IBM Cloud & in-house environments
• Avoid interruptions with the market’s top-performing digital workspace
• 99.99% availability, backup & DR, rapid on/off-boarding
• Keep everyone, even contractors and media-intense users on one platform
• Stay compliant (GDPR) with change, remote work & personal devices
• Better management with user-level visibility and usage reporting, (even remote)
• Keep IP safe, solve difficult information governance & sovereignty challenges

£31.50 a device a month

• Education pricing available

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 ukcat@uk.ibm.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

311562638759579

Contact

Anne-Marie Wheeler
0207 202 3000
ukcat@uk.ibm.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Comprehensive menu of workspace add-ons to address unique user or workload requirements.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: • Minimum new order size: 200 GB Total Desktop RAM (Example: Fifty 2 vCPU, 4 GB RAM Desktops equals 200 GB total desktop RAM).; • OS: supports Windows 7 & 10, LINUX only; • Minimum desktop / workspace size: 1 vCPU x 2 GM vRAM x 80 GB Storage; • Desktop virtualization: VMware Horizon Enterprise
• System requirements:
  • Customer choice of Windows licensing: theirs or Dizzion’s
  • Customer choice of anti-virus licensing: theirs or Dizzion’s
  • If using their own, customer must provide license keys
  • Customers may bring additional end-user software

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support is provided 24/7 (includes weekends).; Target response times are: Severity 1, 1 hour, Severity 2, 2 hours, Severity 3, 4 hours, Severity 4, 8 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: Dizzion provides 24/7 production level support as part of the service at no additional cost.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: The initial customer build process is comprehensive, and as a result, takes two to three weeks on average to complete depending on complexity. Dizzion CSMs and design/build teams are assigned to every customer to ensure on-time, accurate delivery. Training is provided to the customer core team, which then is responsible for data transfer to downstream users and stakeholders. Documentation available.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: IBM will return the Client Data within a reasonable period in a reasonable and common format upon receiving written instructions from the Client prior to termination or expiration.
• End-of-contract process: Full termination of the Horizon Cloud service due to contract expiration, termination, cancellation, or any other cause will result in permanent loss of access to the environments, discontinuation of account services, and a deletion of such environments, configurations and data according to VMware’s internal data retention policy. Data from a terminated Service will not be retained by VMware beyond termination date. Prior to terminating the Horizon Cloud service we would recommend that all data be removed by the customer from the desktops and platform. VMware take no responsibility for backing up or retaining customer data.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Dizzion supports mobile access with the use of the Dizzion Client or HTML 5 from a supported browser. Features specific for Mobile Devices such as easy navigation and access to program and user's files called unity touch, external keyboards, native gestures, onscreen keyboard and external monitor support.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Dizzion’s purpose-built, proprietary C3 platform makes a complex IT solution like end-user computing efficient and effective.; • Automate / Orchestrate for reduced administrative time, time-to-market; • Powerful reporting/analytics engine for granular/user-level drill-downs on data trends, utilization, and other key metrics; • Unlimited licensing – onboard the team and then control using role-based access controls (RBAC); • Rapid on/off-boarding for reduced risk, new-user time-to-productivity; • Effective ticketing / support with tracking and escalation; • Clean, intuitive user interface reduces learning curve, user-generated errors; • Works in any geo / multiple geos for multi-national deployments
• Accessibility standards: None or don’t know
• Description of accessibility: Number of tasks that can be done via the console including:; Monitoring,; Assigning,; Inventoring &; Configuring
• Accessibility testing: This is part of the production solution
• API: No
• Customisation available: Yes
• Description of customisation: Dizzion Composable Digital Workspaces are highly customizable, offering performance-tuning and custom resource pools used to address unique requirements that do not fit well into a template-based environment.

Scaling

• Independence of resources: The architecture of IBM cloud services maintains logical separation of client data. Internal rules and measures separate data processing, such as inserting, modifying, deleting, and transferring data, according to the contracted purposes.; ; Each Horizon Cloud tenant is provided dedicated computer and storage with true multitenancy.

Analytics

• Service usage metrics: Yes
• Metrics types: Yes, through a Customer Dashboard, Activity Reports and through REST API.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

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:
  • 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 once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• 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
  • Scale, obfuscating techniques, or data storage sharding
• 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: While USB export is technically possible, it discouraged / not preferred in most cases due to the security risks it presents.
• Data export formats: Other
• Other data export formats: .XLSX
• Data import formats: Other
• Other data import formats: N/A

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: Data is protected between the buyer's network and the Horizon Cloud service through the use of a private network and or IPsec VPN Gateway, between buyer and the Horizon Cloud Service. The protocol used for end user connections to their VDI Desktops or Applications is encrypted using 128 or 256-bit AES, along with TLS 1.2.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Data is protected between the buyer’s network and the Horizon service through the use of a private network or IPsec VPN gateway between the buyer and the Horizon service. The protocol used for end-user connections to their cloud desktops and applications is encrypted using 128 or 256-bit AES along with TLS 1.2. The network inside the Horizon tenant is considered an extension of the customer’s network.

Availability and resilience

• Guaranteed availability: 99.9% SLA
• Approach to resilience: Available at request.
• Outage reporting: Outages are reported via email and a public dashboard.

Identity and authentication

• User authentication needed: Yes
• User authentication: Other
• Other user authentication: The Horizon Cloud service is integrated and tied to a customers Active Directory environment. End Users authenticate with their credentials.
• Access restrictions in management interfaces and support channels: IBM maintains individual role-based authorization of privileged accounts that is subject to regular validation. A privileged account is a duly authorized IBM user identity with administrative access to a Cloud Service, including associated infrastructure, networks, systems, applications, databases and file systems.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password

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: Between 1 month and 6 months
• Access to supplier activity audit information: No audit information available
• 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: Bureau Veritas
• ISO/IEC 27001 accreditation date: 19/12/2018
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 16/10/2017
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• PCI certification: Yes
• Who accredited the PCI DSS certification: Coalfire
• PCI DSS accreditation date: 01/02/2022
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • ISO
  • IEC
  • SSAE-16
  • ISAE 3402

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 an Information Technology (IT) Security policy that establishes the requirements for the protection of IBM's worldwide IT systems and the information assets they contain, including networks and computing devices such as servers, workstations, host computers, application programs, web services, and telephone systems within the IBM infrastructure. IBM’s IT Security policy is supplemented by standards and guidelines, such as the Security Standards for IBM's Infrastructure, the Security and Use Standards for IBM Employees and the Security Guidelines for Outsourced Business Services. Such are reviewed by a cross-company team led by the IT Risk organization every six months.; ; IBM has a dedicated Vice President of IT Security who leads a team responsible for IBM's own enterprise data security standards and practices. Responsibility and accountability for executing internal security programs is established through formal documented policies. IBM Services teams also have dedicated executives and teams who are responsible for information and physical security in the delivery of our client services.

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: IBM maintains policies and procedures to manage risks associated with the application of changes to its Cloud Services. Prior to implementation, all changes to a Cloud Service, including its systems, networks and underlying components, will be documented in a registered change request that includes a description and reason for the change, implementation details and schedule, a risk statement addressing impact to the Cloud Service and its clients, expected outcome, rollback plan, and documented approval by IBM management or its authorized delegate.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: With each Cloud Service, as applicable and commercially reasonable, IBM will a) perform penetration testing and vulnerability assessments before production release and routinely thereafter, b) enlist a qualified and reputable independent third-party to perform penetration testing and ethical hacking at least annually, c) perform automated management and routine verification of underlying components’ compliance with security configuration requirements, and d) remediate any identified vulnerability or noncompliance with its security configuration requirements based on associated risk, exploitability, and impact. IBM takes reasonable care to avoid Cloud Service disruption when performing its tests, assessments, scans, and execution of remediation activities.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: IBM maintains and follows policies requiring administrative access and activity in its Cloud Services’ computing environments to be logged and monitored, and the logs to be archived and retained in compliance with IBM’s worldwide records management plan. IBM monitors privileged account use and maintain security information and event management policies and measures designed to a) identify unauthorized administrative access and activity, b) facilitate a timely and appropriate response, and c) enable internal and independent third party audits of compliance with such policies. IBM systematically monitors the health and availability of production Cloud Service systems and infrastructure at all times.
• 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: IBM:; -maintains and follows incident response policies aligned with NIST guidelines for computer security incident handling, and will comply with data breach notification requirements under applicable law.; -investigates security incidents, including unauthorised access or use of content or the Cloud Service, of which IBM becomes aware, and, if warranted, define and execute an appropriate response plan.; -promptly notifies Client upon determining that a security incident known or reasonably suspected by IBM to affect Client has occurred. ; -provides Client with reasonably requested information about such security incident and status of applicable remediation and restoration activities performed or directed by IBM.

Secure development

• Approach to secure software development best practice: Supplier-defined process

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

  IBM are committed to achieving net zero greenhouse gas emissions globally by 2030. On this path, IBM are on track to have reduced greenhouse gas emissions by 65% (against 2010 base) in 2025, and 75% of our global electricity consumption will be from renewables by 2025. The IBM UK Carbon Reduction Plan (CRP) is published annually in which we report progress in achieving Net Zero; most recent in September 2023.; In fulfilling our responsibilities under our contracts, our staff operate in line with our IBM Environmental Policy and implemented through our worldwide Environmental Management System (EMS), which covers objectives including achieving our net zero greenhouse gas commitment, reduction in water use, reduction in waste going to landfill, creating green space, enhancing the natural environment and improving air quality. Local initiatives are in place around IBM and client’s locations, promoting e.g. shared or zero-carbon travel, various cycle-to-work and car-share initiatives/incentives as well as environmentally focused volunteering.; To influence staff, suppliers, customers and communities through the delivery of the contract to support environmental protection/improvement, we include Social Responsibility and Environmental Management requirements in subcontracts and encourage staff to work with the wider teams on improvements. In some locations, an ‘Environmental Business Resource Group’ promotes Green sustainability, also through community-based activities.; In 2020 IBM launched the ‘responsible.computing’ initiative, which addresses modern computing challenges and integrates aspects of sustainability, climate, ethics, openness, privacy, and security. We assess proposed technical solutions against efficient energy usage.; IBM began detailed tracking and monitoring of our environmental footprint in 1990 - being forthright and transparent in our impact long before it was fashionable or required. We have made significant improvements over the last 30 years and will continue to report transparently on impacts and progress, using ‘Sustainable by Design’ framework and tools such as CO2 Emissions-Estimator and/or Envizi.

  Covid-19 recovery

  We have continued promoting initiatives created to support COVID-19 recovery aimed at both communities and our/partners’ workforce. To help local communities manage and recover from the impacts of COVID-19 IBM have created employment and re-training opportunities. IBM provided a free, fully online offering called SkillsBuild Reignite, tailored for job seekers, and those needing to grow their digital skills. Once an initial 30-hours of online learning was completed, Reignite offered free one-on-one coaching, seminars and facilitated discussions from IBM volunteers.; IBM encourage our staff, suppliers, and customers to support our local communities through IBM Community Engagement Portal. The IBM.org Volunteer’s Portal manages over 1.3 million hours of volunteering by IBM employees. IBMers are allowed to make a charitable contribution of £7 for every hour of volunteering to their chosen charity.; We support our extensive ecosystem of external SME's managing/recovering from the impacts of COVID-19. IBM has invested to help reduce barriers to entry that may preclude participation in delivery by SMEs. This could relate to financial standing, ability to accept risk, invest in bids, or ability to supply sufficient volumes of resources.; We have had several initiatives to support staff with the impact of the COVID-19 and extended those initiatives to clients/partners. Mental health support has been available at all times to all of our staff and their families, and we have trained volunteering staff as mental health first aiders, with programmes in place to tailor a gradual return to work e.g. following illness. ; IBM reimagined many of our workplaces and policies to support COVID-19 recovery. We have implemented our Work from Home Pledge & Hybrid Working Pledge for all staff, which ensures we establish and respect new boundaries and support each other in this new way of working and living. IBM continue promoting an ongoing Hybrid working approach.

  Tackling economic inequality

  IBM invest to understand of the causes and effects of inequality. We run multiple initiatives to attempt to level opportunity, focused on our stated social-responsibility goal to support education and skills development in Science and Technology, with a specific focus on those who may not otherwise be attracted, or have the opportunity, to develop those skills.; The ‘IBM Ignite’ scheme, a national Movement to Work programme, offers vocational traineeships and work experience to disadvantaged youth unemployed. Together with City Gateway, our London charity partner, IBM offer 2-week, onsite, workplace programmes to break the cycle of ‘no work experience, no job’.; IBM are proud to have created skillsbuild.org. This is a global programme, and for the UK offering IBM have partnered with ACH.org.uk, a social enterprise working to resettle refugees through labour market and social integration, City Gateway, a London charity working with disadvantaged young people, women and families in deprived areas to build skills and ambition, and SaluteMyJob, a charity creating opportunities for ex-Servicemen and women under the armed forces covenant. The SkillsBuild programmes offer training, in-person support, credentials and opportunities to put the learning into practice. In addition to the direct training through charity partners, SkillsBuild is now also available free to all online. The SkillsBuild training gives recognised qualifications to those searching for employment in a digital economy. In addition, the programme gives job-search skills, teaches agile methods and design thinking, and has specific training in growing IT fields, such as cybersecurity, big data, artificial intelligence.; IBM UK employ around 100 school-leaver apprentices every year. Our award-winning programme offers apprenticeships ranging from Level 3 to Level 6, with all apprentices employed as permanent employees from Day 1. We also launched Early Professional Affiliates Hiring programme enabling us to further acquire talent from underrepresented groups.

  Equal opportunity

  In 1942, IBM hired blind psychologist Michael Supa to create a programme for hiring and training people with disabilities. Supa then worked in IBM institutionalising disability representation and equality for 37 years, and 80 years after he was hired IBM continue to lead in Accessibility, Inclusive hiring, and Representation to reduce the disability employment gap. The Accessible Workplace Connection portal makes it easy for managers to accommodate IBMers who consider themselves to have disabilities, and all recruitment activities are accessible and open. IBM support all employees in training and developing new skills relevant to them, with at least 40 hours of structured training required every year; called THINK40. The training can link to recognised, external qualifications, building skills relevant to the contract. IBM is accommodating of those with additional needs, ensuring all training is inclusive.; IBM believes that a diverse and inclusive work environment drives higher quality delivery. We have created employment/training opportunities for those with protected characteristics in the UK since 1912. Our 300+ employee-led communities support ethnic minorities, neurodiversity, LGBTQ+, females, veterans and more through regular events within their communities. Every IBMer completes regular mandatory Diversity & Inclusion training, including on unconscious bias. Based on 2022 survey nearly 9 in 10 IBMers felt comfortable being themselves at work with ~5,000 more recommending IBM as a great place to work. IBM run a “BeEqual” campaign and programmes, with tens of thousands of employees making a BeEqual pledge of allyship to colleagues from minority groups and 6000 IBMers globally are certified as LGBT+ Allies, with 90+ events across UK and Ireland in 2023 focusing on inclusion, with approximately 3.5K attendees. IBM have a culture of promotion and recruitment aiming to addresses workforce inequality for all to have the opportunity to fulfil their potential.

  Wellbeing

  IBM has an advanced Health and Wellbeing Programme, recognising the criticality and benefits of a healthy and supported workforce. A wide-ranging Employee Assistance Program is provided confidentially to all employees 24/7, at no cost to them, backed up by medical insurance with annual health assessments available. IBM operate a Mental Health First Aid Programme, with over 200 qualified mental health first-aiders volunteering in the UK. These colleagues make themselves approachable as a first step. IBM UK have Disability Confident Level 2 status, winning in 2023 UK-IT-Industry Award – DEI and in 2021 the Best Employer for Diversity and Inclusion award from WM UK, due to the broad focus on D&I throughout the pandemic, including hidden disabilities and neurodiversity. IBM has a global neurodiversity hiring program (ND@IBM). ; In the new model of home/hybrid working, various initiatives have been created to maintain and improve both mental and physical health when working remotely. The IBM Working from Home Pledge includes commitments to take time out for yourself, and to check-in regularly on colleagues. It was recognised that working alone can be challenging for some, and regular sessions, support programmes and training in place to keep people connected. Managers have undertaken training to recognise those struggling and have tools of early support. A “2020 health challenge” was taken up by 20% of the permanent employee population, with 69% of participants reported being less stressed, 74% exceeded 10,000 steps a day. We continue organising ‘Exercise challenges’ on miles walked/weight loss linked to e.g. World Heart Day. Ergonomic equipment to create a better working-from-home environment is available to all.; Within projects/programmes, and as part of contract delivery, IBM seek to make these various initiatives available to joint team of staff/suppliers/customers and communities. Project and colleague-based support and health initiatives are expanded where possible to all.

Pricing

• Price: £31.50 a device a month
• Discount for educational organisations: Yes
• 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 ukcat@uk.ibm.com. Tell them what format you need. It will help if you say what assistive technology you use.