Innovate IT Ltd

Service Strategy Architecture and Design (IAM)

The service is for any organisation who needs guidance to ensure that their users have the necessary support wrap to provide a consistent end user experience when using the Okta service.

Guided by the ITIL framework, this package covers the service design for an Okta implementation and ongoing support.

Features

• Application onboarding process
• User onboarding including application requests and approvals
• Service request fulfilment (password and MFA management issues)
• 1st to 3rd line support model and delegated administration
• Incident and management processes
• Changes required to ITSM tooling to support the new service
• Training and Support materials
• Governance and reporting and service reviews
• Customised service wrap for 1st and 2nd line

Benefits

• A complete wrap for your new Okta service
• Easy new service transition
• shift left & FTF
• Improved user experience
• Reduced time on operational support
• Quicker incident and service request fulfilment with
• Improved training & knowledge articles
• Reporting on key metrics to stakeholders
• Automation for many processes

£385 to £1,425 a unit a day

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 Hello@Innovate.Cloud. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

338711818352275

Contact

Paul Rawlinson
+44(0)1233 800 102
Hello@Innovate.Cloud

Planning

• Planning service: Yes
• How the planning service works: When assisting buyers with planning the implementation of cloud hosting or software services, we start by understanding their goals, infrastructure, and scalability needs. We collaborate closely to design customised solutions, selecting the right providers and software that align with their requirements. Security, compliance, and scalability are prioritised throughout the process. Our implementation plans include clear timelines and milestones to ensure smooth execution. We provide ongoing support to overcome challenges and optimise performance, ensuring minimal disruption to operations. By partnering with us, buyers benefit from our expertise and commitment to delivering tailored solutions that drive business value and innovation.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Our training is focussed around your Service Desk. Your new service will require support and we want your team to be able to be confident in providing that support. We run workshop sessions to first and second tier operatives so they can fix-first-time. Training is typically a group session held online and is usually half a day per unit.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Okta Workforce Identity Cloud
  • Okta CIC (CIAM) also known as Auth0

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We can provide cloud migration services for this cloud support package for additional cost at our published SFIA rates.
• Setup or migration service is for specific cloud services: Yes
• List of supported services: Okta

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Our support team is focussed on third-tier support, through our managed service provision (MSP). The MSP includes proactive monitoring and problem and incident resolution. We are also best placed to escalate to the vendor, as we know your system and we are experts in the products. All support is UK based and our team is certified in the product set we support. If the service element was taken as part of our professional services, we will already have been part of the acceptance into service (AIS) process, so can seamlessly offer support. Bespoke SLAs can be agreed with the Buyer, making the service flexible to meet varying budgets or requirements. Regular service reviews will be held with the Buyer to discuss service, issues, continuous improvements, product enhancements and process updates.

Service scope

• Service constraints: Any service constraints will be identified through discussions with the Buyer. Support for this services is in good faith and is limited to up to 2 weeks beyond the delivery. Any questions on the outcomes should be directed to the key contact. It is incumbent on the Buyer to fact check the documentation during the reviews, as any details we have been provided with that are incorrect will affect the outcome.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We have a 1 hour response time for tickets raised under the service contract.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Support levels: We provide the following support levels: Enhanced Support Package - 3rd line support, 9am-5pm, 5 days a week (not available on UK bank holidays). This has a flat cost from £39,892 Flexible Managed Service Package This can range from 9am-5pm weekdays, all the way through to 24h, 7 days including UK Bank Holidays and weekends. There is a varying price scale.

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Cardan Compliance Services
• ISO/IEC 27001 accreditation date: 03/05/2024
• What the ISO/IEC 27001 doesn’t cover: Most controls relating to a physical place of work and software development are out of scope of our ISO 27001 accreditation. Controls relating to physical security (place of work) Physical security perimeters Physical entry Securing offices, rooms and facilities Physical security monitoring (NEW) Protecting against physical and environmental threats Working in secure areas Supporting utilities Cabling security Controls relating to software development Secure development life cycle Secure system architecture and engineering principles Secure coding (NEW) Security testing in development and acceptance Outsourced development Test information
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We measure our CO2 as part of our carbon reduction plan. In collaboration with Carbon Footprints, we send trees to schools and communities, creating areas that are richer in plants and wildlife, whilst benefitting and educating local communities through school interaction. Every year, we ensure we offset more tCO2e that we use. For each tree we donate, our tCO2e is also offset as part of a Verified Carbon Standard (VCS) scheme. Our commitment supports the government’s plan for: • creating or restoring 500,000 hectares of wildlife-rich habitat outside the protected site network, focusing on priority habitats as part of a wider set of land management changes providing extensive benefits • increasing woodland in England in line with our aspiration of 12% cover by 2060: this would involve planting 180,000 hectares by end of 2042 • making sure that there are high quality, accessible, natural spaces close to where people live and work, particularly in urban areas, and encouraging more people to spend time in them to benefit their health and wellbeing

  Tackling economic inequality

  From PPN06/20 Social value - Theme 2 Tackling Economic Equality - MAC 3.1 - we are a small (SME) business that uses a network of associates (often business sizes of 1-3 people) by choosing us, you are helping small organisations grow. We have a clear development path to take staff from apprenticeships to identity architects and beyond. Cybersecurity is an industry that is lacking in skills and resources. MAC 3.3 - we provide scalable and future-proofed solutions, we deliver solutions that modernise the workforce. MAC 3.5 - as cyber security specialists, we identify and manage cyber security risk, both our own and for the projects or support services we provide to the Buyer. We are Cyber Essentials certified and ISO 27001 certified.

  Equal opportunity

  We have a strong ethical remit, which is to offer the products and services that give the best value to the Buyer. This sense of ethics is the underpinning principle that links our network of suppliers and partners, regardless of their social and ethnic backgrounds and of different genders, sexual orientations, neurodiversity etc. We have a clear development path to take staff from apprenticeships to identity architects and beyond. We are registered with the Apprenticeships Service. Although we don't have to implement a modern slavery policy due to our size, we have nevertheless done so.

  Wellbeing

  All staff have access to our combined Employee Assistance Programme and private healthcare package. Here they have access to physical and mental health support, as well as programmes to support them to increase their activity levels and stay healthy. As our staff are remote workers, we run regular check-ins to build team work and ensure morale is maintained. When we are on a project, the team working on it will work closely with the Buyer's team, building lasting relationships that ultimately benefit one another.

Pricing

• Price: £385 to £1,425 a unit a day
• Discount for educational organisations: No

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 Hello@Innovate.Cloud. Tell them what format you need. It will help if you say what assistive technology you use.