WM Promus

OpenText Service Manager (SM)

Service Manager is the first software solution for IT Service Management and Enterprise Service Management built on machine learning and analytics. It is proven service desk software with support for thousands of users, easy-to-use self-service, and powerful extensibility, which makes it
the perfect fit for large-scale enterprises.

Features

• ITIL best practice support
• Built-in AI and automation
• Self-service portal
• Code-less configuration
• Asset management
• Powerful analytics
• Generative AI chatbot

Benefits

• Improved Efficiency and Productivity
• Enhanced User Experience
• Reduced Costs
• Increased Agility
• Improved Risk Management
• Better Decision Making

£4,219.25 to £10,001.16 a unit 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 ewong@wmpromus.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

441984951992252

Contact

Emma Wong
44 (0) 203 946 6226
ewong@wmpromus.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No
• System requirements: Dependent on the clients requirements of the solutions features

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The software is supported by the SaaS product vendor in addition to add on support from WM Promus. WM Promus support services have embedded Service Level Agreements (SLAs) that stipulate the required response times. Our standard support offering is Mon-Fri, 9 to 5. On request, we provide weekend support. Response times vary depending on incident and request priority but all fall within 1 working day.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: The software is supported by the SaaS product vendor in addition to add on support from WM Promus. We provide comprehensive support for cloud-based and on premise services. This includes helping you choose the right cloud platform, migrating your applications, and ongoing maintenance. We also offer expert guidance on security, scalability, and performance optimization. Our goal is to ensure your cloud environment runs smoothly so you can focus on your core business. We offer a service where we act as a conduit between clients and vendors or hosting providers in addition to being the first point of contact should an incident occur. We operate a world-class servicedesk and follow ITIL best practice to deliver the service support. Our support services have embedded Service Level Agreements (SLAs) that stipulate the required response times. Our standard support offering is Mon-Fri, 9 to 5. On request, we provide weekend support. Response times vary depending on incident and request priority but all fall within 1 working day. Pricing is dependent on the level of support required. All clients are assigned a technical account manager.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onsite or online training is available for the solution and a full set of documentation is provided with an online Help Center.; Online training is provided by the Microfocus ART product, available also on G-cloud.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Facilities are provided to allow export of data from the application.; The exact requirements for data extraction at the end of the service contract will be negotiated between the customer and the chosen hosting partner.
• End-of-contract process: This will be negotiated between the customer and hosting partner as part of the service scoping exercise.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: No disparity of service although sizing of screen items may be affected
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service portal is a centralized location for all employee requests related to IT or their line of business. Its easy-to-use interface enables; users to request support, search for an answer or solution, or browse the service catalog
• Accessibility standards: None or don’t know
• Description of accessibility: Easy to use portal accessed via a bowser which will accommodate any browser accessibility features
• Accessibility testing: This can be provided upon request from Opentext
• API: Yes
• What users can and can't do using the API: The solution has a REpresentational State Transfer (REST) API which enables users with the proper role to perform Create/Read/Update operations on records and manage records or consume REST services.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: There are several ways users with varying permission levels can customize their experience with OpenText Service Manager :; ; For Regular Users:; ; > Self-Service Portal Preferences: Many service desks offer user profiles or dashboards where users can personalize their view of the self-service portal. ; ; > Ticket Field Selection: When submitting tickets, users might have some options to choose which fields are displayed or filled out depending on the type of issue they're reporting.; ; For Power Users and IT Staff:; ; > Customizable Dashboards: The service desk might offer pre-built dashboards for different roles (e.g., incident management, change management). Users with appropriate permissions may be able to customize these dashboards by adding or removing specific widgets that display relevant data and metrics.; ; > Report and Data Visualization Customization: Some systems allow users to customize reports or data visualizations based on their specific needs. This might involve filtering data, selecting different chart types, or saving custom reports for future reference.; ; >Workflow Automation Rules: For advanced users or IT staff with proper permissions, there might be options to create or modify workflow automation rules. These rules can automate specific actions or notifications based on pre-defined criteria, streamlining processes.

Scaling

• Independence of resources: The solution is scale-able. A scoping exercise between the customer and chosen hosting partner will identify the different workloads over time and required resources required to support those workloads.

Analytics

• Service usage metrics: Yes
• Metrics types: Standard 'Help desk' metrics are provided e.g.; ; No of tickets closed within SLA.; Tickets open by agent etc.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: OpenText

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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • 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: Data can be exported from the solution in a number of ways including the GUI in .csv or .xls formats. Via the REST API or via a Business Intelligence (BI) integration module.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XLS
  • XLM
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: Data Protection between networks will be discussed and provided by the customer's chosen hosting partner.
• Data protection within supplier network: Other
• Other protection within supplier network: This will be negotiated between the customer and hosting partner as part of the service scoping exercise.

Availability and resilience

• Guaranteed availability: This guarantee will be negotiated between the customer and chosen hosting service delivery partner.
• Approach to resilience: Service resilience will be negotiated between the customer and chosen hosting service delivery partner.
• Outage reporting: Outage reporting will be provided by the chosen hosting partner.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Role based access control and username/pwd required. Full description between the customer and hosting partner as part of the service scoping exercise.
• Access restriction testing frequency: At least once a year
• Management access authentication: 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Security Governance will be a topic to be covered by the chosen hosting supplier.
• Information security policies and processes: Security policies and processes will be a topic for discussion with the chosen hosting partner.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: ITIL best practice is followed
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Vulnerability management details will be supplied on request and discussed between the customer and hosting partner as part of the service scoping exercise.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: This will be discussed between the customer and hosting partner as part of the service scoping exercise.
• Incident management type: Supplier-defined controls
• Incident management approach: Follows ITIL best practice

Secure development

• Approach to secure software development best practice: Supplier-defined process

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

  Service Manager is part of a Digital transformation mindset, which will improve business processes and offerings through leveraging new technologies and forms a vital part of the way we cut emissions and reduce waste. In terms of climate change, many of our Service Manager solutions and services are delivered in conjunction with a move to cloud technology with a cloud-based model being a more energy efficient approach than traditional on premise. All Service Manager services include a discovery phase. As part of this, we assess client data requirements. We encourage clients to actively consider minimising storage; redundant, obsolete or trivial data incurs energy costs and is counter-productive in terms of delivering on a commitment to climate change. Not only does the discovery phase focus on planning what to automate, it looks at making configuration management, development and the collaboration between employees more efficient – including energy efficient; reducing carbon footprints though unnecessary print jobs, underutilised resources and poor configuration.

  Covid-19 recovery

  Our Service Manager solutions and services were instrumental in supporting clients since the impact of Covid-19 hit UK businesses in early 2020. Through our Service Manager solutions and services, we continue to enable new ways of working and strengthened service resilience by automating processes that proved challenging due to a reduced workforce because of COVID-19. For some clients, our Service Manager solutions are critical where the increased demand on personnel cannot be met by the current workforce.

  Tackling economic inequality

  Our commercial approach creates opportunities for entrepreneurship, public sector and SMEs. We do not believe in a one tool fits all model and work with both licensed and open source tools. This we help level the playing field for organisations with leaner budgets compared to bigger organisations who have more capital to invest in expensive automation tools. In addition, our services are delivered in a myriad of ways that supports organisations of all sizes and budgets. As an SME, WM Promus firmly believes tackling economic inequality in this way delivers social value.

  Equal opportunity

  WM Promus are an equal opportunity employer. On all client engagements, we promote fairness and respect; showing zero tolerance for discrimination of any kind. We are keen to discuss with you how your specific project addresses the social value criteria you may have and how we can help you deliver on your social responsibilities and commitments.

  Wellbeing

  A major benefit to our Service Manager solutions and services, is employee wellbeing. By freeing up employees’ time and liberating employees from the stress of poor collaboration, repetitive manual configuration tasks, inconsistent environments and complex change releases, there is a positive outcome for employee satisfaction and happiness. The support provided to over-burdened employees though automating some of their workload drives clear improvements to employee wellbeing.

Pricing

• Price: £4,219.25 to £10,001.16 a unit a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Time limited trials are available. Assistance with use of the service during the trial is 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 ewong@wmpromus.com. Tell them what format you need. It will help if you say what assistive technology you use.