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Inciper Limited

Microsoft Dynamics 365 Implementation and Support Services

Inciper offer implementation and support services for D365. From strategy definition, roadmap planning, fit gap analysis, solution and technical architecture services, functional and technical implementation, programme and project management and business change services. Inciper also provides managed services and continuous service improvement for D365 as well as direct CSP responsibilities.

Features

  • Strategy, planning and assurance for D365 implementation including project management
  • Solution and technical design of D365 solutions
  • Implementation of D365 including using iterative implementation methods
  • Data migration services including strategy, planning and execution
  • Business change - assessment, planning, training, communication and business readiness
  • Integration services to other business applications
  • Data management and reporting including strategy, design and implementation
  • Test management including strategy, planning, reporting and execution
  • Resell and management of Microsoft Cloud Licenses (Direct CSP)
  • On-going D365 support and continuous improvement

Benefits

  • Business benefits driven approach to delivery
  • Quality assurance framework to ensure high quality delivery and outcome
  • Implementation of best practice processes
  • Iterative approach to implementation to ensure efficient benefits realisation
  • Early business engagement and partnership approach driving user adoption
  • Blended resource models (Client and Inciper) increasing knowledge transfer
  • Cost effective implementation approach driven by a templated process
  • Expert Microsoft Dynamics 365, PowerBI and Azure resources
  • Long term partnership approach through CSP and Managed Services
  • Proven track record of successful implementations

Pricing

£600 to £1,700 a unit a day

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 mark.roberts@inciper.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 7 9 3 9 5 4 1 9 6 9 4 3 6 1

Contact

Inciper Limited Mark Roberts
Telephone: 07957352827
Email: mark.roberts@inciper.com

Planning

Planning service
Yes
How the planning service works
Inciper undertake a Discovery Phase which:
- Validates and prioritises the business requirements
- Understands current system landscape, current issues and challenges and the strategy and growth aspirations of the business, ensuring Inciper deliver a solution for the future and not a short term resolution to current issues;
- Performs a Fit/Gap analysis to the standard solution and further develops the benefits realisation plan;
- Provides a complete overview of the Dynamics365 product suite to the client project team.
- Clarifies the technical landscape including feasibility to integrate into legacy applications which can improve the efficiency of the implementation and gain early business benefits;
- Agrees a delivery roadmap for the project including a detailed plan for the first Release built on delivering business benefits at an acceptable level of risk and availability of client resources;
- Develop a people plan. The people plan helps the Project Team (Client, Inciper and any other dependant party) assess the availability and skills of the resources, understand the future state operating model to ensure we maximise the use of the resources, while ensuring BAU can continue, and validate the resources that are required from all parties
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • Microsoft Dynamics 365 for Finance and Supply Chain (ERP)
  • Microsoft Dynamics 365 for Sales, Service and Marketing (CRM)
  • Microsoft Dynamics 365 HR
  • Microsoft Data and Analytics Services including PowerBI
  • Microsoft Azure Services
  • Microsoft Enterprise Mobility + Security
  • Microsoft Commerce

Training

Training service provided
Yes
How the training service works
Inciper provide full training services from Train-The-Trainer approach through to full accountability for training. Services include Training Needs Analysis, development of a training plan, execution of the training and development of necessary training material. This material includes written training material as well as online material / e-learning guides. Inciper also provide class room based training as well as e-learning to support the solution,
Training is tied to specific services
Yes
Services the training service works with
  • Microsoft Dynamics 365 for Finance and Supply Chain (ERP)
  • Microsoft Dynamics 365 for Sales, Service and Marketing (CRM)
  • Microsoft Dynamics 365 HR
  • Microsoft Data and Analytics Services including PowerBI
  • Microsoft Dynamics Commerce

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Based on the services that require migrating to the cloud, Inciper will provide a set of resources with the appropriate skills to work with the client. Through the Inciper Iterative Implementation Methodology we will work in partnership with our clients to undertake all tasks required to migrate to the Cloud. Following the Discovery phase, where the feasibility, solution scope, planning and business change plan are agreed, Inciper will undertake the functional and technical setup of the service, support the data migration required, provide and development services needed and work with the client on testing the solution as well as the business change activities required (training, communication etc) to ensure a successful migration.

The project team will then work with the client to transition the services to the ongoing support team which can either be the client, Inciper or another 3rd party.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • Microsoft Dynamics 365 for Finance and Supply Chain (ERP)
  • Microsoft Dynamics 365 for Sales, Service and Marketing (CRM)
  • Microsoft Dynamics 365 HR
  • Microsoft Data and Analytics Services including PowerBI
  • Microsoft Azure Services
  • Microsoft Enterprise Mobility + Security
  • Microsoft Dynamics Commerce

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Inciper have a defined Quality and Governance model with a set of tools and approach to assure the success of the service implementation for our clients. It is also recognised that many organisations either have a delivery framework or an established programme of work that Inciper need to fit within. As part of the Discovery Phase, a Project Initiation Document will be produced by Inciper which will define the working principles, practices and framework by which the project will be governed.

Inciper will provide one of their Directors as the Executive Sponsor for the duration of their partnership. The Executive Sponsor will be accountable for the overall delivery of the project and is the primary contact for the Business Sponsor.

One of the key deliverables produced within the Discovery phase is the Test Strategy document which will provide details of all testing phases which will be applied to the services implementation. This includes but not limited to Functional and User Acceptance Testing, Performance Testing, Non Functional Requirements Testing and Load Testing.

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Security testing
  • Security incident management
  • Security audit services
Certified security testers
No

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
As a Direct CSP for Microsoft, Inciper provide full resell and management of Microsoft Cloud subscriptions for our clients. In addition, Inciper provide a Managed Service for our clients, offering a customised support solution to suit their current and changing demands. Based on ITIL standards, the client can choose from a base support model which includes Response SLAs or Resolution SLAs. Inciper would work with the client during the Discovery Phase to understand the future state operating model and would select the most appropriate services from the Inciper Service Catalogue to offer a bespoke a support service.
In addition to managing Incidents, Problems, Releases and Change Inciper also provide the following services:
- Outsourced Services including System Administration and User Management services
- Version assurance which includes the release management process, testing and business support for the regular releases provided by Microsoft
- 3rd Party Management to ensure any 3rd party solutions that are implemented with Dyamics365 are supported
- System audits and health checks
- Staff on boarding which includes the training of client staff as part of their joiner process

Service scope

Service constraints
License agreements are aligned to the Microsoft Cloud Agreement

User support

Email or online ticketing support
Email or online ticketing
Support response times
We have a published SLA on the response time & resolution time.
In general the response time will be within 30 minutes of the query.
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
9 to 5 (UK time), 7 days a week
Web chat support
No
Support levels
Inciper provide a bespoke support service for our clients. All clients would receive a dedicated Service Delivery Manager who would be accountable for all services delivered under the support contract. The client would then selected the SLA's required for their service, typically based on how critical the services / solution is to the business, either response or resolution. They would also select from the service catalogue the additional services required either under a fixed price or a time and materials price.

This approach means that the client only receives the services they require.

As a Direct CSP for Microsoft Inciper are able to provide a technical account manager and support engineers to work directly with Microsoft to resolve any issues encountered and also manage all license subscriptions for the client to ensure they maximise the user of all licenses.

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Microsoft

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
Up to Security Clearance (SC)

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
No
Cyber essentials plus
Yes
Other security certifications
No

Social Value

Social Value

Social Value

Tackling economic inequality

Tackling economic inequality

Through the services we provide utilising ERP, CRM solutions and with Data & Analytics we are enabling organisations to increase their resilience, improve business process that drives efficiency to enable a more productive workforce, be more cost effective and therefore improve the services they are able to provide within the available budget envelope.

Pricing

Price
£600 to £1,700 a unit a day
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 mark.roberts@inciper.com. Tell them what format you need. It will help if you say what assistive technology you use.