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CGI

IT Service Management and Enterprise Service Management Advisory Services

CGI's ITSM/ESM Advisory Services exploit world-class delivery experience from our Service Desk Institute (SDI) accredited five-star (5*) service centre and IT Service Management Forum (itSMF) Professional Service Management Framework (PSMF).
We help organisations exploit DevOps/Agile practices alongside traditional approaches, orchestrating and integrating services for today's disaggregated ecosystems delivering high-velocity IT.

Features

  • ITIL process or practice assessment, review, definition and implementation
  • ITSM service architecture and strategy design, on-boarding, transition and validation
  • ITIL process maturity assessments evaluating service value chains
  • Next generation ITSM or ESM tooling for high velocity IT
  • Service integration (SIAM) orchestration, design, build, operate, transfer services
  • Procurement support to disaggregate supplier ecosystems to deliver better performance
  • Target operating model (TOM) design, staffing models and implementation
  • Optimising channels to improve the customer experience (CX)
  • IT and non-IT customer contact management strategy and improvement
  • Software asset management strategy and compliance, CMDB design and implementation

Benefits

  • Mature, robust and consistent service management practices increasing efficiency
  • Integrated, holistic, coherent service architecture and strategy supporting business priorities
  • Service management capability better aligned with your business needs
  • Integrated ITSM tooling solutions delivering business productivity, data-driven decision making
  • Improved control, efficiency and effectiveness of disaggregated services and suppliers
  • Better-informed data-driven investment decisions and prioritised service and UX improvements
  • Clear and agreed transition states to enable controlled service transformation
  • Improved customer experience (CX) and customer satisfaction
  • Enhanced collaborative customer-focused working relationships with managed service providers (MSPs)
  • Software compliance, reduced risk and defence against vendor audits

Pricing

£510 to £1,680 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 uk.gen.ccsframeworks@cgi.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

4 3 3 8 9 9 8 8 5 0 6 1 7 1 5

Contact

CGI CCS Frameworks Team
Telephone: 08450707765
Email: uk.gen.ccsframeworks@cgi.com

Planning

Planning service
Yes
How the planning service works
CGI helps clients to design the organisation needed to implement and manage cloud hosting and software services, to define the ITSM and ESM tooling needed to manage cloud services and design the service model to enable effective management of cloud services.
Additionally we help clients to define the steps and Transition States needed to migrate from legacy to cloud based services and, through other CGI service offerings available via G-Cloud, we can support clients to plan and implement the technical cloud solutions.
Planning service works with specific services
No

Training

Training service provided
Yes
How the training service works
CGI is authorised to provide ITIL training and examination for client staff involved in the implementation and management of cloud software and hosting services.
Additionally we can offer bespoke on-the-job coaching and mentoring for client IT Service Management staff who need further development to adapt to the implementation and management of cloud software and hosting services, including how to adapt working practices when managing cloud suppliers rather than traditional Managed Service Providers (MSPs).
Training is tied to specific services
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
CGI helps clients to design the organisation needed to implement and manage cloud hosting and software services, to define the ITSM or ESM tooling needed to manage cloud services and design the service model to enable effective management of cloud services.
Additionally we help clients to define the steps and Transition States needed to migrate from legacy to cloud based services or between cloud service providers and, through other CGI service offerings available via G-Cloud, we can support clients to plan and implement the technical cloud solutions.
Setup or migration service is for specific cloud services
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
CGI helps clients to design the organisation needed to deliver effective service quality assurance and performance testing, to define the ITSM or ESM tooling needed to manage quality assurance and performance testing and design the service model to enable effective quality assurance and performance testing of cloud services.
Additionally we help clients to define the steps and Transition States needed to implement quality assurance and performance testing services and, through other CGI service offerings available via G-Cloud, we can support clients to plan and implement the technical quality assurance and performance testing solutions.

Security testing

Security services
Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
Certified security testers
Yes
Security testing certifications
  • CHECK
  • CREST
  • Tigerscheme
  • Cyber Scheme

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
CGI has a broad portfolio of services available through the Digital Marketplace that support cloud services for clients. These include user management, service management, design, migration, provisioning, orchestration, helpdesk support from our unique 5* (five-star) service centre accredited by the Service Desk institute (SDI). We can provide these services as a fully managed service or as an addition to your in-house capability. We can manage the services on your behalf or augment your retained team with skilled and experienced professionals to give you the additional strength you need to address your business challenges.

Service scope

Service constraints
No constraints. CGI can support clients on-site or remotely, and across a range of security classifications including Above Secret with suitably cleared professionals.

User support

Email or online ticketing support
No
Phone support
No
Web chat support
No
Support levels
This service does not provide technical support. Please see other CGI services such as Service Desk as a Service for this.

Resellers

Supplier type
Not a reseller

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
Intertek Certification Limited
ISO/IEC 27001 accreditation date
28/03/2024
What the ISO/IEC 27001 doesn’t cover
Nothing. Our certification covers the provision of outsourcing, project and consultancy services including development and delivery activities plus the management of people, technologies and physical security.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
No

Social Value

Social Value

Social Value

Fighting climate change

Fighting climate change

As a member of the Government Digital Sustainability Alliance, CGI leads others to protect and improve the health of our planet.
CGI in the UK has committed to achieve net zero by 2026, based on Science Based Targets (SBTs), achieving an 84% reduction in emissions across our operations from our 2019 baseline. We will use our Carbon Impact Tool to identify and track contracting body contract associated emissions, building these into our net zero plans to reduce any negative environmental impacts of contracts.
We have extended our climate change commitment into our supply chain such that 50% of our suppliers, by spend, will have set their own SBTs to reduce their climate impact by 2026. This will apply to suppliers we engage to support the delivery of call-off contracts. We are supporting suppliers through quarterly net zero knowledge sharing webinars. So far 23% of our suppliers, by spend, have set SBTs.
Our environmental engagement programme 'No Planet B' influences CGI members, clients, suppliers and communities to support environmental protection and improvement. We achieve this through activities such as litter picking and our tree and hedge planting programme where, together with clients and suppliers we have planted 19,500+ UK native trees. Our members partner with clients and suppliers on tree-planting days. We will invite contracting bodies and their ecosystem partners to participate in such activities, connecting them with the environment and increasing protection and enhancement awareness.
CGI's UN-supported research programme, Sustainability Exploration Environmental Data Science (SEEDS), brings organisations, academics and experts together to collaboratively devise/deliver environmental solutions. SEEDS is accelerating efforts to address climate change by researching climate mitigation solutions and waste reduction.
We will continue our partnerships with charities and Social Enterprises, including Canal and River Trust to mobilise action on environmental protection objectives through collaborating with local communities.

Pricing

Price
£510 to £1,680 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 uk.gen.ccsframeworks@cgi.com. Tell them what format you need. It will help if you say what assistive technology you use.