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XMA Limited

XMA Service Desk

XMA’s Service Desk offering comprises a wide range of ITIL aligned services delivered from our UK based service centres. Handling more than 175,000 tickets annually, our accredited Service Desk facilities provide support to users across all sectors and verticals including a wide range of UK Central and Local Government departments

Features

  • 24x7 Operational Support.
  • Dedicated UK based contact centres.
  • Security checked staff vetted to appropriate levels.
  • Continuous Service Improvement driven by customer experience.
  • Comprehensive ITIL aligned service management focusing on customer experience.
  • Access Channels including Self-Service Portal, Email, Voice, Chat etc.
  • Dedicated Service Excellence Manager.

Benefits

  • Extensive experience working with Central and Local Government departments.
  • Service capability that drives efficiencies through automation and shift-left methodology.
  • Continuous Service Improvement driven by customer experience.
  • Security checked staff, vetted to appropriate levels (including SC).
  • Industry wide accreditations including ISO20000, ISO27001 and ISO9001
  • Outcome focused philosophy ensures services are aligned to your needs.
  • One-Team Partnership encourages collaboration between customer and all suppliers.
  • Advancing Smarter Working environments through Cloud Innovation, Security and Scalability
  • Experienced in producing Cloud transformation from inception through to delivery

Pricing

£8.26 a user a month

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 bidteam@xma.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

3 1 4 5 3 9 2 5 4 6 1 8 8 9 1

Contact

XMA Limited Nancy Clayton-Schofield
Telephone: 0115 846 4000
Email: bidteam@xma.co.uk

Planning

Planning service
No

Training

Training service provided
No

Setup and migration

Setup or migration service available
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Our quality management system and processes accredited to ISO9001 continually monitor the quality of the services we provide. XMA services are delivered against define Service Level agreements and performance is reported to the customer as part of the monthly Service Report.
Service reporting is collaboratively delivered alongside a wider Service Management engagement, typically involving monthly/quarterly service reviews.

Security testing

Security services
Yes
Security services type
  • Security risk management
  • Security incident management

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
XMA's Service Desk offering provides a single point of contact for cloud support services and comprises a customisable suite of service options underpinned by an industry leading service level agreement (SLA) performance.

Service scope

Service constraints
XMA's Service Desk services are typically delivered on a remote basis.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Based on the service tier subscription and the priority of the ticket, XMA can respond within 60 minutes on a 24x7x365 basis.
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
None or don’t know
How the web chat support is accessible
Please contact XMA directly for information relating to web chat accessibility
Web chat accessibility testing
Please contact XMA directly for information relating to web chat testing
Support levels
XMA’s Service Desk services are typically delivered in line with the Service Levels defined in the attached Service Description document.
When you choose XMA to provide Service Desk services to your users, you will be aligned with a Service Excellence Manager (SEM). A role unique to us, the SEM will act as your primary point of contact holding all the responsibilities traditionally associated with a Service Delivery Manager, alongside overseeing and delivering against our ever-improving User Experience aspirations and targets.
Furthermore, the SEM will drive our One Team Partnership ethos which is fundamental to our contract management and governance approach and ensures we work collaboratively with all parties (you, your stakeholders any other suppliers) to agreed targets and objectives in an atmosphere of friendly openness and trust.

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
LRQA
ISO/IEC 27001 accreditation date
08/01/2024
What the ISO/IEC 27001 doesn’t cover
Not applicable
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
IASME Cyber Assurance Level One accreditation

Social Value

Social Value

Social Value

Fighting climate change

Fighting climate change

XMA’s primary driver to promote and deliver cloud solutions within our customers is to support business efficiencies, both from an operations and environmental perspectives.
On-premise data centres are often inefficient due to their relatively small scale and are often unable to be modified due to the constraints of their environment and the relative financial implications of wholesale technical upgrades offered by leading-edge solutions.
XMA’s cloud solutions enable customers to transform and digitise their infrastructure, lowering costs and reducing the environmental impact of their IT infrastructure.
As part of our consultative approach, we will seek to identify where energy savings can be achieved, without compromising operational efficiency and the security of their data.
All of XMA’s cloud solutions are driven to offer Smarter Working practices to our customers. The ongoing development of hybrid-working will facilitate a customers’ ongoing need to reduce unnecessary travel to office locations, further reducing the workforce’s carbon impact. Office working will continue to return and our services also highlight how organisations can rationalise and prolong the life and value of technology assets, maximising efficiencies within office environments through controlling HVAC and lighting applications through tracking workspace utilisation and footfall.
Working hand-in-hand with our customers to provide a full cloud-focussed solution, we also provide ITAD services which facilitates customers to not only maximise any residual value of their current on-premise estate, but also proactively ensure all applicable hardware is repurposed or recycled, again further minimising carbon footprint and unnecessary use of raw materials

Pricing

Price
£8.26 a user a month
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 bidteam@xma.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.