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Agile Business Process UK, LIMITED

IBM Watsonx Generative AI licenses, support and associated solutions

Watsonx is a set of AI solutions, whether customer AI or off-the-shelf AI, designed to help you scale and accelerate the impact of AI. Watson X is an AI and data platform with Gen AI and a set of AI assistants, helping with the proliferation of AI.

Features

  • Watson X: Leveraging GenAI solutions, Governance, Scaleability, deploy AI models
  • Assistant: Gen AI powered assistance, no code solution, visual builder
  • Governance: Monitoring, management and security governance for Gen AI, GDPR
  • AI models training, validation, Deployment of AI models
  • Data store solution including querying, governance and open data formats.
  • Code assistant: Accelerate Development, application modernisation, IT Operations assistant
  • Orchestrate: Delegate time consuming work to concentrate on complex tasks.
  • Human language comprehension, processing vast amounts of text data
  • Acclerate time to retrieve key documents, leveraging ai-powered search
  • Ability to Summarise and categorise unstructure text

Benefits

  • Integrating Gen AI, organisational workflows, Gen AI management
  • Pre built application, building and deploying AI customer care assistants
  • End-to-end toolkit for governance, across model lifecycle. Comprehensive AI governance
  • Enables building AI applications quicker and with less data
  • Scale AI workloads for all your data anywhere
  • Generative AI empowering developer teams by accelerating code generation
  • Seamless AI automation and management, Combining AI, user and automation
  • AI systems capable of understanding and generating human language
  • Large language models, intelligent search

Pricing

£168 a unit a month

  • Education pricing available
  • Free trial available

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 steve.barson@abpconsultancy.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

3 2 5 8 0 6 0 9 9 3 5 5 8 6 9

Contact

Agile Business Process UK, LIMITED Steve Barson
Telephone: 07485045447
Email: steve.barson@abpconsultancy.com

Service scope

Software add-on or extension
Yes
What software services is the service an extension to
WatsonX integrates into other software services to orchestrate and implement AI to improve workforce efficiency and customer service
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints
None, although during any discovery limitations or constraints will be identified which might alter the desired solution
System requirements
  • The robots will require connectivity between system and management tool
  • Some systems require extra authentication such as smart cards

User support

Email or online ticketing support
Yes, at extra cost
Support response times
ABP discusses and agrees on appropriate support levels, including performance metrics, availability, support hours, and severity definitions, before finalising an order. These agreed-upon service levels are then documented in the Order Form as part of the contract between both parties, ensuring clarity and alignment on the expectations and obligations for service delivery.
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
Yes, at extra cost
Support levels
Our support and maintenance offering to clients is flexible depending on client requirements but comprises of:
• An EU-based service desk is available 24/7/365;
• An ITIL-aligned Service Desk incorporating:
 Incident management;
 Problem management;
 Change management;
 Alert management;
 Event management;
 Capacity management;
 Availability management;
 Application management;
 Daily health checks and reporting; and
 Central notifications and Communications.
• Proactive monitoring of all processes with alerts logged to a dedicated service board;
• Access to our enterprise-class Service Portal for complete service management in a single
unified platform –change requests, incident management, reporting, etc.;
• An experienced Account and Service Management Team manages the contract's day-to-day
operation, including administration, reviews, reporting, invoicing and billing, etc.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
For onboarding, the process typically involves a kick-off meeting with key team members and assigning a dedicated point of contact such as a Customer Success Manager to guide the client. Account management will be provided at all stages during the engagement. This support could include documentation, training, setup help, and possibly an on-site visit for a comprehensive understanding of the service.
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
Watsonx services are stateless in nature on IBM Cloud, which means that even though the data is processed, it is not stored by the services. The data is used only until the transaction is completed. Once the transaction is over, the data is not retained by watsonx services.
End-of-contract process
The software would cease to work and any automated processes would revert to manual again. This is customer-specific and discussed and agreed upon with the client at take on of the contract.

The termination process typically outlines clauses, rights, obligations, and responsibilities for both parties. ABP expects this will include provisions for early termination, which may incur costs. Customers recognise their commitment to the services for the specified Minimum Period and any Renewal Term(s), as detailed in their contract. It's crucial for both parties to understand and agree to these terms to ensure a smooth termination process, if necessary.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The experience is the same although screen size and resolution may provider a lower user acceptance. The mobile option has the ability to enable faster responses. You can use the same SIP account and phone number that you configured for use with Voice Agent with Watson in the phone integration. The phone integration provides a more seamless integration with your assistant.
Service interface
Yes
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
Through a web browser interface generally utilising Watson Orchestrator as the management tool although this is not always necessary. You can use IBM Cloud connectivity options for accessing cloud services securely by using service endpoints. When you provision a Watson Machine Learning service instance, you can choose if you want to access your service through the public internet, which is the default setting, or over the IBM Cloud private network.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
N/A
API
Yes
What users can and can't do using the API
REST API access is available to create new services, interact with existing services, look up service catalogs, retrieve information about running apps & services, automate the creation/deletion of apps, etc. Each service also provides its own unique API. See https://cloud.ibm.com/apidocs
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
New users can be added, service can be split into organisations & spaces to separate projects. Quotas and spending limits can be applied. You can customise the software configuration of some environment templates. All environment templates have a standard software configuration of pre-selected libraries and packages that are available when the environment runtime is started.

Scaling

Independence of resources
This is dependent on the solution designed for and can take scaling into consideration if required. Using the IBM Watson X solutions allows for auto-scaling. 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.

Analytics

Service usage metrics
Yes
Metrics types
This can be monitored using the Orchestrate software. Billing & Usage metrics, Application logs & performance metrics, User login & API events.
Reporting types
Real-time dashboards

Resellers

Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
IBM

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
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
Encryption of all physical media
Data sanitisation process
No
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
Data is only processed on the IBM solution not stored
Data export formats
  • CSV
  • Other
Other data export formats
PDF
Data import formats
  • CSV
  • Other
Other data import formats
Paraquet

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
High Availability is offered as part of the solution for an extra cost. Hosting is in AWS 99.95% for applications/services configured for high availability across 2 or more IBM Cloud geographic regions. 99.5% for applications/services deployed in a single geographic region.
Approach to resilience
High Availability is offered as part of the solution for an extra cost. Hosting is in AWS 99.95% for applications/services configured for high availability across 2 or more IBM Cloud geographic regions. 99.5% for applications/services deployed in a single geographic region.
Outage reporting
This will be seen through the dashboard email alerts and on the web page

Identity and authentication

User authentication needed
Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Other
Other user authentication
To use the watsonx.ai API, you need an IAM token. You can use your IBM Cloud API key to generate an IAM token. You are responsible for refreshing the token when it expires. To use the watsonx.ai Python library, you can use either an IBM Cloud API key or an IBM Cloud Identity and Access Management (IAM) token.
Access restrictions in management interfaces and support channels
To perform tasks from the API, you need to both authenticate and prove that you are allowed to perform the task. To show that you are authorised to perform tasks, you need an IAM token.

If you create the IAM token yourself and pass the token to the library, then you must manage refreshing the token before it expires. Alternatively, you can pass your API key to the API client in the library and allow the client to generate the IAM token for you. When the client generates the token, it also manages refreshing the token as needed.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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
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
Yes
Who accredited the ISO/IEC 27001
Bureau veritas
ISO/IEC 27001 accreditation date
14/06/2023
What the ISO/IEC 27001 doesn’t cover
THE DESIGN, DEVELOPMENT AND SUPPORT OF INFRASTRUCTURE MANAGEMENT SYSTEM (IMS) AND IAAS CLOUD OFFERINGS, USING LOCAL AND GLOBAL CAPABILITIES Customer managed options delivered from within IMS include: IBM Cloud Bare Metal - IBM Cloud Virtual Servers SAP-Certified Cloud Infrastructure - IBM Cloud Hardware Security Module (HSM) IBM Cloud Load Balancer - IBM Cloud Direct Link "1.0" (Connect, Dedicated Hosting, Exchange) Hardware Firewall - Gateway Appliance IPSec VPN - Fortigate Security Appliance IBM Cloud Block Storage - IBM Cloud File Storage IBM Cloud Backup - IBM Cloud Object Storage (IaaS) Consolidated Statement of Applicability V1.26 dated 5/8/2023
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
No

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
We have a head of quality and improvement who is responsible for Policies and reports to the director of Service Delivery. This ensures ABP follows best practice and ISO27001

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
ABP follows a change management procedure that is signed off by the quality manager. A copy of this policy is available on request following ISO9001 and ITIL best practices. Changes to the automation would go through internal testing and validation along with customer testing prior to commencing in a live environment. This is agreed with the customer prior to service take on.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
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.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Incident management type
Supplier-defined controls
Incident management approach
ABP follows ISO27001 and has a pre-defined process for comment events and reports tickets to the ABP support desk via email or the ticket system. Once logged an email confirms the ticket number and escalation path if required. The customer will be informed regularly on the next steps about the specific incident. Post incident depending on the severity a formal review will take place. A copy of the ABP incident management process is available on request

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

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

ABP are ISO 14001-2015(Environmental Management Systems) certified. In addition to this, we have also partnered with Greenr, who have helped us measure and capture emissions at source and offset unavoidable emissions through supporting nature-based projects

Covid-19 recovery

ABP supports Covid-19 recovery in a number of ways, including remote working. In conjunction with ABP School of Automation we can provide employees with training to up-skill as automation is introduced to the workplace. The School of Automation also provides training for people who wish to enter into a growing sector allowing them to gain employment. This training can also be completed through remote learning.

Tackling economic inequality

ABP believes diversity is essential to enhance innovation, creativity, and overall organisational success. As part of our commitment to commitment to empowering underprivileged individuals and promoting a more inclusive environment, ABP School of Automation actively recruits students from diverse backgrounds, including women, minorities, and individuals with disabilities.

Equal opportunity

ABP has a comprehensive strategy to enhance diversity and inclusion within our contracted workforce, aligning with our commitment to empowering underprivileged individuals and promoting a more inclusive environment.

ABP and School of Automation have been actively working to remove barriers to technology careers and playing advancing gender, cultural, and neurodiversity, and empowering women in the tech industry.

ABP exceeds the women in tech diversity levels, increasing year on year, currently 29% vs an industry average of 26% (Target of 40% by 2025). Our commitment to inclusion and diversity will ensure that the talent we provide for the contract is representative of different backgrounds and perspectives.

ABP conducts regular audits and assessments to track diversity metrics within ABP and the School of Automation. We use this data to identify areas for improvement and set diversity goals. We believe that promoting diversity and inclusion is essential not only for ethical reasons but also to enhance innovation, creativity, and overall organisational success.

ABP and the School of Automation actively recruit students from diverse backgrounds, including women, minorities, and individuals with disabilities.

ABP’s goal is to deliver exceptional automation services and set a standard for diversity and inclusion within our contracted workforce. By intentionally nurturing an environment that celebrates differences and empowers ALL individuals, we believe we can create a more innovative, resilient, and ultimately successful work environment for the contract, promoting a culture of diversity and inclusion that benefits all stakeholders involved.

We also believe our inclusive approach means that we offer the NHS accessible learning resources, flexible training options, and a supportive community. We are dedicated to bridging the knowledge gap and equipping individuals with the skills and knowledge they need to thrive in the world of automation.

Wellbeing

ABP actively encourages being and inclusion within the company. As part of this the company pays for Vitality Health Care. This not only provides health insurance coverage to private healthcare but also support for mental health, staying healthy, and also to keep employees engaged and motivated.

Pricing

Price
£168 a unit a month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
There are various options depending on client requirements, but is usually time-limited which varies by product.
Link to free trial
Provided on request

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 steve.barson@abpconsultancy.com. Tell them what format you need. It will help if you say what assistive technology you use.