CIH Solutions Ltd

CIHS Ivanti Neurons (Service Management ITSM with AI, ITAM & Experience Management DEX)

CIHS, an ITSM-agnostic solution partner, offers Ivanti Neurons integrated IT/Enterprise Service and Asset Management solutions. The Ivanti suite increases staff productivity, data quality, and service delivery for IT and beyond.

AI, integration platform as a service(iPaaS), and low-code architecture simplify consolidating vendors and tools as your organisation's maturity requirements evolve.

Features

• ITIL Service Management Solution - PinkVerify for 11 ITILv4 Practices
• Service Catalogue and Self Service for IT and ESM
• Over 80 prebuilt service templates for IT, Facilities and HR
• iPaaS orchestration connectivity with over 1000 low code connectors
• Artificial Intelligence for End User and Analyst and Chat
• ESM Platform includes Facilities, HR, SecOps, Project Mgt+
• Full Asset and Configuration (CMDB) Lifecycle Management
• Asset Request, Procurement, Identification, Contracts, Vendor and Bar Code Tracking
• Intuitive Dashboards, Xtraction Reporting and Notifications for business insights
• Request, Incident, Problem and Change Management processes and more!

Benefits

• High availability integrated SaaS Based Service and Asset management solution
• Remote access for End User Service Catalogue, Analysts and Administrators
• Provides end-user portal for self service request management
• Enterprise Service Management solution beyond IT for HR, Facilities, etc.
• Robust automation and integration with business applications over 1000 connectors
• Artificial Intelligence to optimise End User Experience and Analyst productivity
• Know your Assets, where they are and their full costs
• Ability to proactively forecast and plan for future needs
• Integral reporting to improve efficiency and decision making
• Codeless design facilitates fast time to value

£72.67 to £30,790.00 a licence 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 Chris.Hodder@itsmconsultancy.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

314545245415051

Contact

Chris Hodder
0208 050 3165
Chris.Hodder@itsmconsultancy.co.uk

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Ivanti Security Controls (Patching) Ivanti Environment Manager (profile management) Ivanti Unified Endpoint Management Ivanti MDM Ivanti Application Control (application whitelisting & privilege management) Ivanti Neurons Platform (Self Heal, realtime analysis,Remote Control, Discovery) Ivanti Risk Based Vulnerability Management Ivanti External Attack Surface Management AI/Chatbot functionality. https://www.ivanti.co.uk/resources/free-trials
• Cloud deployment model: Public cloud
• Service constraints: Upgrades are performed automatically by Ivanti Software where you will have access to upgraded functionality. Upgrades as part of the new version will not affect any configuration changes done within your environment and you will have the option of turning on or keeping the product enhancement features off as part of the new release. Versions are in-line with Year with quarterly upgrades. Notifications are issued well in advance by email and issued on user login to the Ivanti platform of any major release as part of the standard agreement.
• System requirements:
  • Ivanti Neurons for ITSM is delivered over the internet
  • Ivanti Neurons for ITSM and Asset Manager are browser based
  • Native Mobile Apps require iOS /Android, others use browser app
  • All modern browsers supported(IE, Edge, Chrome, FireFox, Safari)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support is offered a different tiers depending on the solution between 8am - 5:30pm Mon-Fri by default. Enhanced hours are available based on managed service tiers. Default response times vary between 15 min and 30 mins depending on the priority of the ticket in line with our documented priority matrix and the tier of support required.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: We have actively engaged in testing web chat systems with assistive technology users to ensure accessibility and usability for all. This testing involves participants who use various assistive technologies like screen readers, speech recognition software, and keyboard-only navigation. We focus on identifying and resolving barriers that might impede user interaction, ensuring that our web chat interfaces are compliant with accessibility standards such as WCAG and ADA. Feedback from these sessions is integral to our development process, leading to enhancements in our chat interface designs to better accommodate the needs of users with disabilities. Our commitment to inclusive design drives us to refine our products through feedback loops and iterative testing continuously. By collaborating closely with users dependent on assistive technologies, we gain invaluable insights that help us improve usability. This process not only enhances the user experience for individuals with disabilities but also benefits all users by creating more intuitive and easy-to-navigate interfaces.
• Onsite support: Yes, at extra cost
• Support levels: CIHS offers 4 levels of support Bronze, Silver, Gold and Platinum providing a clear distinction between the units of work available, which vary depending on the supported platform and the additional benefits including: - Included Consultancy Time - Discounts on CIHS services - Discounts of CIHS products All tiers are supported by technical and Client Services dedicated resources.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: CIHS supports new users in starting with our service through a multifaceted onboarding process that includes assessment, professional services, online training, onsite training, and comprehensive user documentation.; ; Assessment Services: Before implementation, we thoroughly assess the user's current IT infrastructure and business needs. This helps customise the setup and ensures that our service integrates seamlessly with existing systems and processes. The assessment identifies key areas where our service can provide the most impact, facilitating targeted and effective deployment.; ; Professional Services: Our professional services team is involved from the outset, providing expertise in system integration, configuration, and optimisation. This team ensures the service is configured to meet the user's specific requirements, providing successful usage and realising ROI.; ; Online and Onsite Training: We offer self-paced modules covering basic functionality and advanced features. For a more tailored training experience, we provide onsite training sessions. These sessions are customised to address the organisation's specific needs and provide hands-on experience for effective learning.; ; By combining these elements, CIHS ensures that each user is well-prepared to integrate and leverage our service effectively, contributing to smoother transitions and optimal service use within their organisational context. This holistic approach to onboarding facilitates immediate productivity and long-term success.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Confluence pages
• End-of-contract data extraction: At the end of a contract, CIHS ensures a smooth and secure process for extracting your data, facilitating a seamless transition.; ; Notification and Planning: As the contract nears completion, we discuss the timeline and extraction requirements. This phase involves planning the extraction process to align with the needs and schedule.; ; Extraction Tools and Assistance: Tools and support to extract data are available. These tools handle large volumes of data, ensuring that all data can be retrieved in a usable format (such as CSV, JSON, or XML). Our technical support team can assist with any queries during this process.; ; Data Integrity and Security: Throughout the extraction process, we maintain the highest data integrity and security standards.; ; Final Data Review: Once the data is extracted, users are encouraged to review it for completeness and accuracy. ; ; Data Transfer and Deletion: Following confirmation that the user has transferred the data to their IT environment or another service provider. CIHS will proceed with securely deleting it from our systems in compliance with data protection regulations.; ; Support: CIHS provides continuous support throughout the end-of-contract process to ensure every step is clear and smoothly executed. We aim to make the transition as straightforward and secure as possible.
• End-of-contract process: At the end of a contract with CIHS, several procedural steps are undertaken to ensure a smooth and orderly closure. This includes data extraction, where users are supported in securely transferring their data out of our systems, followed by a systematic decommissioning of services and secure data deletion, adhering to compliance and privacy standards.; ; Regarding contract pricing, the core services included are access to the CIHS Kelverion automation service, regular updates, maintenance, and essential customer support. ; ; Additional end-of-contract costs may arise from any professional services needed to facilitate migration to a new service, including but not limited to enhanced support levels (e.g., 24/7 support) and advanced configuration or integration services tailored to new requirements.; ; Optional extended services and features not covered in the standard package can incur extra charges. These distinctions are clearly outlined at the contract's start to ensure transparency and help clients plan their budgets effectively.; ; This structure ensures that clients can align their investment with their actual service usage and needs, avoiding unexpected expenses while maximising the value derived from our services.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: All modern browsers supported(IE, Edge, Chrome, FireFox, Safari)
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: End User Self Service is available upon desktop and mobile interfaces. Mobile Self Service is available over dedicated apps for iOS and Android and browser based apps for all other devices. Desktop Service access is available for analysts and managers through browser only platforms. Mobile apps are also available for analysts.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: We have actively engaged in testing web chat systems with assistive technology users to ensure accessibility and usability for all. This testing involves participants who use various assistive technologies like screen readers, speech recognition software, and keyboard-only navigation. We focus on identifying and resolving barriers that might impede user interaction, ensuring that our web chat interfaces are compliant with accessibility standards such as WCAG and ADA. Feedback from these sessions is integral to our development process, leading to enhancements in our chat interface designs to better accommodate the needs of users with disabilities. Our commitment to inclusive design drives us to refine our products through feedback loops and iterative testing continuously. By collaborating closely with users dependent on assistive technologies, we gain invaluable insights that help us improve usability. This process not only enhances the user experience for individuals with disabilities but also benefits all users by creating more intuitive and easy-to-navigate interfaces.
• API: Yes
• What users can and can't do using the API: End User Self Service is available upon desktop and mobile interfaces. Mobile Self Service is available over dedicated apps for iOS and Android and browser based apps for all other devices. Desktop Service access is available for analysts and managers through browser only platforms. Mobile apps are also available for analysts.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Ivanti Neurons for ITSM(IN4ITSM) and Asset Manager provide a codeless development platform. New Business Objects(Tables), Forms, Fields, Reports and automated actions can be configured. All configurations are supported. Configurations can be recorded onto packages and exported/Imported from Development/Test to Production environments to mitigate risk of manual development steps. IN4ITSM utilises a Role based access model. Templates, Quick actions(automations) and dashboard development can be carried out by "Super users" whilst Administrators are able to reconfigure business objects and/or create new objects.

Scaling

• Independence of resources: We guarantee this by implementing scalable cloud infrastructure and advanced load-balancing techniques. This architecture allows us to allocate resources as demand fluctuates dynamically, maintaining consistent user service levels. Additionally, we utilise monitoring and predictive analytics to foresee demand spikes and adjust resources proactively, ensuring a seamless and uninterrupted user experience across our platform.

Analytics

• Service usage metrics: Yes
• Metrics types: Availability Statistics, i.e. % availability per month. Provision of planned maintenance downtime. Provision of software upgrade and update schedules.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

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: Another external penetration testing organisation
• 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
• 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: At CIHS, Ivanti users can export their data efficiently and securely through these steps:; ; Access: Users log into their account and navigate to the export section.; Select Data: Options allow filtering by date, type, or other criteria.; Choose Format: Users select from CSV, JSON, or XML formats.; Initiate Export: The system prepares the data file.; Download: Once ready, the file is available for secure download.; Support: If issues arise, CIHS support team assists users.; This process ensures easy data portability and management, aligning with CIHS commitment to user autonomy and data security.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Word
  • Excel
  • TXT
  • HTM
  • PNG
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Excel
  • XML

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Please refer to section 4.1 of the Ivanti Software as a Service terms and conditions found here; https://www.ivanti.com/company/legal/saas
• Approach to resilience: Ivanti resides on the highly resilient cloud platform Microsoft Azure. The Ivanti services architecture adopts a production and failover system resident within the UK but can also offer a wider platform in the EEC or globally. Azure proactively mitigates potential failures—reducing the impact of failures on availability by 50 percent. Using deep fleet telemetry, Microsoft enables failure predictions with machine learning (ML) and ties them to automatic live migration for several types of hardware failure cases, including disk failures, input/output (I/O) latency, and CPU frequency anomalies. As a result, VMs are live migrated off of “at-risk” machines before they ever show signs of failing. This means VMs running on Azure are more reliable than the underlying hardware. Further details can be found here: https://azure.microsoft.com/mediahandler/files/resourcefiles/resilience-in-azure-whitepaper/Resilience%20in%20Azure.pdf Ivanti also complies with many safety frameworks upon its platform including SOC2 and ISO27001.; CIHS ensures the security and resilience of assets by employing multiple layers of physical and digital security measures. These include, but are not limited to, encrypted data storage, regular security audits, and continuous monitoring systems. Our approach aligns with the government's guidelines to protect data against a wide range of threats and to ensure its availability and integrity even in adverse conditions.
• Outage reporting: Ivanti ITSM and Asset Manager solutions do not require systems to be brought offline to perform regular maintenance and system patching. MS Azure's own maintenance and system patching generally do not impact customers.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: Access is restricted by Roles and Groups within the solution to ensure only those authorised can access the system via management interfaces and support channels
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: You control when users can access 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: Yes
• Who accredited the ISO/IEC 27001: QMS International Ltd.
• ISO/IEC 27001 accreditation date: 02/09/2023
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 11/11/2016
• CSA STAR certification level: Level 2: CSA STAR Attestation
• What the CSA STAR doesn’t cover: N/A
• PCI certification: Yes
• Who accredited the PCI DSS certification: CoalFire Systems, Inc.
• PCI DSS accreditation date: 2010 and July 2016
• What the PCI DSS doesn’t cover: CoalFire Systems, Inc.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • AWS PCI DSS 3.2 Attestation of Compliance (AOC)
  • AWS PCI DSS 3.2 Attestation of Compliance (AOC)
  • SOC 2 Type 2
  • SOC 2 Type 2
  • ISO 27001, ISO 27018
  • SOC 1, SOC 2, SOC3
  • FedRAMP

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: Control Objectives for Information and related Technology (COBIT) framework and have effectively integrated the ISO 27001 certifiable framework based on ISO 27002 controls, American Institute of Certified Public Accountants (AICPA) Trust Services Principles, the PCI DSS v2.0, and the National Institute of Standards and Technology (NIST) Publication 800-53 Rev 3 (Recommended Security Controls for Federal Information Systems).

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: In alignment with ISO 27001 standards, MS Azure Hardware assets are assigned an owner, tracked and monitored by the MS Azure personnel with Azure proprietary inventory management tools. MS Azure procurement and supply chain team maintain relationships with all MS Azure suppliers. Refer to ISO 27001 standards; Annex A, domain 7.1 for additional details. MS Azure has been validated and certified by an independent auditor to confirm alignment with ISO 27001 certification standard.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Ms Azure patches systems supporting service delivery to customers, such as the hypervisor and networking services. This is done as required per MS Azure policy and in accordance with ISO 27001, NIST, and PCI requirements. MS Azure Security regularly scans all Internet facing service endpoint IP addresses for vulnerabilities (these scans do not include customer instances). MS Azure Security notifies the appropriate parties to remediate any identified vulnerabilities. In addition, independent security firms perform external vulnerability threat assessments regularly. Findings and recommendations resulting from these assessments are categorized and delivered to MS Azure leadership.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: MS Azure's program, processes and procedures to managing antivirus / malicious software is in alignment with ISO 27001 standards. Refer to MS Azure's SOC 2 Type II report provides further details. In addition, refer to ISO 27001 standard, Annex A, domain 10.4 for additional details. MS Azure has been validated and certified by an independent auditor to confirm alignment with ISO 27001 and SOC2 Type 2 certification standards and others.
• 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: MS Azure's and Ivanti's incident response program, plans and procedures have been developed in alignment with ISO 27001 standard. The MS Azure's SOC 2 Type II report details the specific control activities executed by Microsoft. Please also refer to Ivanti security and incident management policies here: https://www.ivanti.com/resources/security-compliance

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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  IH Solutions Ltd. recognises the urgent need for environmental stewardship and is committed to addressing climate change. Our Carbon Reduction Plan outlines our commitment to achieving Net Zero emissions by 2040. Our carbon reduction efforts' baseline year is from January 2023 to December 2023. CIHS has set ambitious carbon reduction targets to align with the commitment to achieving Net Zero by 2040. Targets are categorised into short-term, medium-term, and long-term objectives. Short-term Targets (2023-2025): • Implement energy-efficient measures to achieve a 10% reduction in Scope 1 emissions. • Invest in renewable energy sources to cover at least 20% of the company's total energy consumption, reducing emissions. • Collaborate with the top 30 suppliers to establish emission reduction goals within the supply chain. Medium-term Targets (2026-2030): • Achieve a 25% reduction in emissions through the adoption of low-carbon technologies and practices. • Increase the share of renewable energy in total energy consumption to 40%. • Expand the scope of supply chain engagement to include the top 50 suppliers. Long-term Targets (2031-2040): • Achieve Net Zero emissions by 2040 through emission reduction measures, investments in carbon offset projects, and technological innovation. • Advocate for industry-wide adoption of sustainable practices and contribute to systemic change.

  Covid-19 recovery

  CIHS is committed to aiding recovery from COVID-19 by enhancing safety, supporting remote work, enabling contactless interactions, promoting health awareness, and boosting community resilience. Our comprehensive service provision ensures rigorous safety protocols are in place, reducing the risk of virus transmission and safeguarding our clients and their customers. By facilitating efficient remote work configurations, we enable businesses to continue operations seamlessly, ensuring high productivity while minimising physical contact. Our technology solutions also support the implementation of contactless transactions, crucial in maintaining business continuity and customer interactions without health risks.

  Tackling economic inequality

  At CIHS, our commitment to reducing economic inequality is realised through various strategic initiatives. We offer affordable access to our technological solutions, ensuring that all segments of society can benefit from digital advancements. This approach democratises technology access and helps mitigate the widening economic gap caused by technological disparities. In addition to access, we emphasise financial literacy as a fundamental component of our service. Educating individuals and communities about financial management empowers them to improve their economic well-being.

  Equal opportunity

  The success of CIH Solutions Ltd as an organisation depends upon the effective use of the abilities of each of our employees. With this in mind, the company is committed to providing equality and fairness for all recruitment applicants and employees and not discriminating against anyone because of their gender (including sex, marital status and gender reassignment), race (including ethnic origin, colour, nationality and national origin), disability, religion, belief or age. In addition, CIH Solutions Ltd will not discriminate against anyone associated with another individual protected under equality legislation. We oppose all forms of unlawful and unfair discrimination. All employees will be treated fairly and with respect. Selection for employment, promotion, training, or any other benefit will be based on aptitude and ability. The company is also committed to preventing discrimination of any type against its employees by third parties like suppliers, clients, and the general public. The responsibility for upholding this commitment is shared by every employee and intended to benefit them.

  Wellbeing

  At CIHS, enhancing well-being is a core objective achieved through a holistic health and lifestyle support approach. We provide mental health resources and initiatives, understanding mental well-being's critical role in overall health. Our services also promote work-life balance by offering technologies that support remote and flexible work arrangements, helping individuals manage their time more effectively.

Pricing

• Price: £72.67 to £30,790.00 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: We welcome organisations to try our 30-day free trial of Ivanti Neurons for ITSM. Please go to: https://www.ivanti.com/en-gb/lp/itsm/trials/ivanti-neurons-for-itsm
• Link to free trial: https://www.ivanti.com/en-gb/lp/itsm/trials/ivanti-neurons-for-itsm

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 Chris.Hodder@itsmconsultancy.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.