Illuminet Solutions

JobR - Automated Data Protection Monitoring and Reporting

JobR mitigates risk by continually monitoring, remediating and reporting on backup processes across multiple platforms and vendor environments. A single pane of glass, JobR standardizes diverse backup-related data, driving consistency, enhanced compliance, and automated remediation. The net result is simplified backup management, focused backup engineers and lower IT operational costs.

Features

• Centralised, Infrastructure-wide Backup Monitoring, reporting and automation
• Increased productivity of finite backup-related resources
• Data normalisation standardises diverse backup data
• Consolidated view of diverse backup data
• Broader view of underlaying issue(s) of backup failures
• Automated Remediation eliminates potential data loss situations
• Automated data protection monitoring and reporting
• Intelligent insights enabling cross-platform abnormality detection
• Ticket deflection through automated remediations
• Smarter use of backup engineering resources via abstracted UX

Benefits

• Improved Backup Service Assurance
• Reduced backup-related servicedesk tickets as failures are auto-remediated
• Single pane of glass reduces daily manual health-check activities
• Trend analysis simplifies identification of patterns for improved SLAs
• Auto-remediation mitigates SLA failures with rules-based workflows
• Automate delivery of customer reports for audit compliance
• Auto-remediation of basic diagnostics tasks proactively deflects servicedesk tickets
• Trigger automation without leaving the UX, saving time and repetition

£2,900 a server a year

• Free trial available

Service documents

• Pricing document

  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 bizops@illuminetsolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

416606644532381

Contact

Stephen Farmer
01202 770162
bizops@illuminetsolutions.com

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: JobR is available as a certified ServiceNow App that can be deployed to an existing ServiceNow instance. However, JobR can also be used as a standalone SaaS for customers who don't have ServiceNow and can be integrated with your chosen systems.
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: No
• System requirements:
  • Public cloud SaaS has no system requirements
  • Certified ServiceNow App available from ServiceNow Store

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: JobR’s core hours for the purpose of providing JobR Support is Monday to Friday from 09:00 until 17:30 UK time (excluding UK bank holidays), each a business day.; Where a support request is submitted to we will prioritise requests by discussing the business impact with the customer and using the following guidelines to prioritise its resources. The allocation of an issue to a particular priority class shall be at our sole discretion.; P1: initial response within 2 hours; P2: initial response within 4 hours; P3: initial response within 1 business day
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Technical support is included within the SaaS licencing fees. ; Hypercare support options are available upon request and at additional cost.; Customers will be assigned a technical account manager to help maximise Tenjin's impact on their chosen use case(s).
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: JobR documentation covers all aspects required for implementation at a customer. Training can be provided onsite or offsite. Typically a customer will engage a JobR consultant for 3-5 days during implementation. This will cover training and familiarisation of JobR.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Should your contract not renew to a new term, the entire tenant within our SaaS platform will be deleted. This includes all data associated with the tenant.
• End-of-contract process: At the end of the initial term, if you decide not to renew your service, we will cease your service and evoke the deletion process of your tenant within our SaaS. This process will delete all data relating to your service.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: JobR is built on the ServiceNow platform and can be accessed through the ServiceNow Rest API. This API provides the ability to insert and update data in JobR's database as well as define the setup data required to set up JobR. Additionally, third-party Apps can extract data from JobR, e.g. PowerBI.
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The Dashboard, Lists, Reports and shipped Flows can all be customised. Additionally, new Flows can be built to implement automation activities. Customisation can be carried out by users with the appropriate account rights.

Scaling

• Independence of resources: The Platform (ServiceNow) ensures consistent user experience by employing scalable infrastructure, load balancing, and resource prioritization. Robust monitoring detects issues in real-time for proactive resolution. Redundant systems and failover mechanisms maintain high availability. Continuous optimization improves performance efficiency, while capacity planning anticipates future demand.

Analytics

• Service usage metrics: Yes
• Metrics types: JobR provides user experience analytics which includes the following metrics, 'Active Users', 'Total Sessions', 'Average Session Duration' and 'Page Views'. These can be filtered by 'Active', 'New', 'Daily', 'Weekly' and 'Monthly'.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

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
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• 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: Via admin pages, users can export data on demand from from most areas of the system.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

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: The Platform (ServiceNow) aims to provide high availability to its users, typically targeting a service level agreement (SLA) of 99.9% uptime or higher. This means that the platform is expected to be accessible and operational for at least 99.9% of the time, usually measured on a monthly basis. However, actual availability may vary depending on factors such as maintenance, unexpected outages, or system upgrades. The Platform (ServiceNow) strives to meet and exceed these availability targets through robust infrastructure, redundancy, failover mechanisms, and proactive monitoring and maintenance.
• Approach to resilience: The Platform (ServiceNow) prioritises resilience through redundant systems, failover mechanisms, and load balancing to ensure continuous operation. Data replication across geographically distributed locations enhances availability and data integrity. Proactive monitoring detects issues in real-time, enabling swift responses to potential problems. Scheduled maintenance minimizes downtime, following best practices for updates and patches. Comprehensive disaster recovery plans address worst-case scenarios, including data recovery and system restoration procedures. By incorporating these resilience features, the Platform (ServiceNow) aims to provide a highly available and reliable platform for users, mitigating disruptions and maintaining service continuity.
• Outage reporting: Any current or planned outages would be notified to a customer via email.

Identity and authentication

• User authentication needed: Yes
• User authentication: Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: All users are assigned roles which dictate authorized use of the management areas. ; Only designated users have access to management and support pages.
• Access restriction testing frequency: Never
• Management access authentication: Identity federation with existing provider (for example Google Apps)

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: Between 1 month and 6 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Peers Quality Assurance Limited
• ISO/IEC 27001 accreditation date: 11/09/2022
• What the ISO/IEC 27001 doesn’t cover: N/A
• 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: Information Security Management System contains all policies & procedures to meet ISO27001.; ; CTO - Info security sponsor; > IT Director - Security Officer; > Internal Auditor - audits ISO27001 processes every 12 months; > External Auditor - ISO27001 surveillance audits every 12 months

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes are deployed monthly following software version development and testing. Testing incorporates automated unit tests, vulnerability/PEN tests, automated UI regression tests, and manual testing of new features.; Changes are firstly deployed to a UAT staging area and then to customer instances.; All changes are version controlled and system upgrades are fully audited.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The Platform (ServiceNow) employs a comprehensive vulnerability management approach, starting with automated scans to detect weaknesses. Identified vulnerabilities undergo rigorous assessment to prioritise remediation efforts, with critical patches promptly applied. Regular security advisories keep users informed of potential risks and recommended actions. Manual security testing supplements automated tools, ensuring thorough coverage. Integration with third-party security platforms enhances capabilities, while continuous monitoring detects and responds to security incidents swiftly. The Platform (ServiceNow) adheres to industry standards and compliance regulations, maintaining a secure environment for its users. Through these measures, the Platform (ServiceNow) aims to proactively address vulnerabilities and minimize security risks.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Potential comprises can be detected during a monthly vulnerability scan and PEN test. These are assessed and dealt with immediately or in a future version depending on risk profile.; The support desk service manages incidents, classifying them based on severity & urgency. Engineering resource can be assigned quickly to troubleshoot.
• Incident management type: Supplier-defined controls
• Incident management approach: A Service Desk application is used for all incident management.; Incidents can be reported via phone, email, or web form.; Automated rule ensure rapid routing to the most appropriate service desk operative.; A customer support process is communicated to all customers and includes SLA's and reporting details.

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
  • Equal opportunity

  Fighting climate change

  Our efforts to be greener began in 2019 with the announcement of our flagship initiative, Treevolution. In 2022, we took the next step and initiated work to be Net Zero by 2035. Now, embedded in our work culture is a drive to do more for the environment, with a dedicated Eco-Ambassador team. We challenge ourselves to improve our operations and use sustainability as a catalyst for innovative thinking that results in a great, and green, service to our clients. This is our Green Guarantee. One key part of our mission is to have a positive impact on the environment. Treevolution, was the first of many environmental initiatives to have been implemented. We pride ourselves on having a strong relationship with both The Yorkshire Dales Millennium Trust and The National Forest Foundation, in which we plant 1 tree per consultant per week, 5 trees per permanent position filled and 10 trees per product delivery. We have planted nearly 17,000 trees in the UK and are well on our way to 18,000 trees globally.

  Equal opportunity

  Illuminet’s values and behaviours are at the heart of everything we do, ensuring our approach and delivery is in harmony with the testimony ‘All human beings are born free and equal in dignity and rights’. We are immensely proud that all our business practices are conducted in an honest, transparent, inclusive and ethical manner. This includes, but is not limited to, our commitment to recruiting, developing and retaining the most talented people regardless of background.

Pricing

• Price: £2,900 a server a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: You will be assigned a dedicated point of contact who will help scope your free trial and agree upon success criteria. We will deliver the agreed scope jointly and leave you to evaluate the solution for up to 45 days.

Service documents

• Pricing document

  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 bizops@illuminetsolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.