Ultima Business Solutions Ltd

Ultima Intelligent Service Desk

Having delivered UK-based 24x7 service desks since 1998, we know what it takes to provide a consistent, high quality service desk experience, acting as an extension of your IT team. Powered by ServiceNow, Cortex provide access to shared and dedicated options, staffed by certified technical and service delivery specialists.

Features

• Delivered from our UK-based ISO27001 certified 24x7 Technical Service Centre
• Access to three different service tiers; Essentials, Advanced and Ultimate
• Resourced 24x7x365 by accredited 1st to 3rd line specialists
• Powered by ServiceNow, leader in Gartner's Magic Quadrant for ITSM
• Access to knowledge base, self-service portal and built-in collaboration tools
• Omni-channel approach for logging IT queries, incidents and service requests
• Includes triage, route cause analysis, endpoint support and request fulfillment
• Per-ticket, per-user pricing, through to FTE on our dedicated desks
• Experienced in TUPE agreements with transparent, concise and fair agreements
• Simple 10 step transition process, to get you on-boarded

Benefits

• A SPOC for your IT queries, service requests and incidents
• CSIP programme, improving efficiency and effectiveness, through incremental service development
• We cover resource risks; holiday, training, sickness, maternity and paternity
• ITIL aligned, reducing risk and guaranteeing consistent business outcomes
• Integrated automation and orchestration technologies, help to reduce MTTR
• Cortex understands what devices and applications you use
• We retain a history of previous engagements, helping streamline support
• Service, technical and organisation-specific information is accessible from our knowledgebase,
• Undertake common self-service tasks without engaging a service desk agent
• Reactive support, so long as you have an internet connection

£4.29 to £164.29 a unit a month

• Education pricing available

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

Framework

G-Cloud 14

Service ID

459040067491130

Contact

Ultima Bid Office
+44333 0158000
publicsectorbids@ultima.com

Planning

• Planning service: No

Training

• Training service provided: Yes
• How the training service works: As part of our Ultimate tier service desk, customers are entitled to remote training for the top 5 users, each month to support their on-going IT needs.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: For qualifying services, a Service Delivery Manager is assigned to ensure our service is performing in line with expectations. There role is part of wider metric-driven Continual Service Improvement plan, ensuring that we are always honing the service, following a “Plan-Do-Check- Act” approach to deliver operational and service efficiencies.

Security testing

• Security services: 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: Via our 24x7, UK-based Technical Service Centre, leveraging ServiceNow

Service scope

• Service constraints: Where monthly ticket volumes exceed agreed levels by more than 5%, additional call packs will be purchased in blocks priced at 110% of the prevailing ticket rate and invoiced in the following month. A ticket is considered to be a logged incident or service request, irrespective of the method (e.g. phone, email). In the event the total ticket volume is below the agreed call volume, no credit or rollover is permitted. Ticket volumes are reviewed quarterly and charges are aligned every six months to reflect current volumes. Calls received outside contracted hours and outside contracted volume will incur additional charges.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Phone pickup average of 30 seconds. Ticket logged response within 30 minutes
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 A
• Web chat accessibility testing: N/a
• Support levels: Essentials, Advanced and Ultimate tiers of support, across both Dedicated and Shared service desk options. See service definition and costs documentation for more information.

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Various, including Microsoft, VMware, Check Point, Citrix

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Lloyd's Register
• ISO/IEC 27001 accreditation date: 23/08/2021
• What the ISO/IEC 27001 doesn’t cover: The certificate covers all areas relevant to this service.
• 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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity

  Fighting climate change

  Fighting climate change; ; Specific targets will be agreed with each customer at contract commencement, such as dedicated hours to a cause, green consultancy, or activities in the local area. However, at a broader level Ultima will deliver wider benefits. Our services are carried out remotely, wherever possible, reducing carbon emissions. Public transport will be encouraged for any mandatory travel. This ensures that customers working with us will have low supply chain carbon emissions. The services provided will also enable our customers to reduce their carbon emissions. For example, reduction of hardware and datacentre reliance through hosting and management. Resources used will be maximised through replicated use, reducing overall impact on the environment. Additionally, for every new member of staff hired, Ultima will plant one tree to offset their carbon footprint. Therefore, through working with Ultima, customers are reducing carbon emissions through a greener supply chain, and through reduction of their own infrastructure

  Covid-19 recovery

  Covid-19 recovery; ; Specific targets will be agreed with each customer at contract commencement, such as dedicated hours to CV/interview training, work placement targets, or retraining. However, at a broader level Ultima will deliver wider benefits. Working with Ultima will enable cloud services, and therefore, flexibility to effective and reliable remote working for customers. Therefore, those most vulnerable will have better access to IT services and allow efficient social distancing. Furthermore, Ultima is committed to the mental health of those working with us. Support will be offered to anyone working on each customer contract.

  Tackling economic inequality

  Tackling economic inequality; ; Specific targets will be agreed with each customer at contract commencement, such as percentage of SME supply chain, work placement targets, or apprenticeships. However, at a broader level Ultima will deliver wider benefits. By working with Ultima, customers will be spending with an organisation with the flexibility to work directly with SMEs, and can offer this as a choice. Ultima work with SMEs as part of the supply chain. Therefore, customers are supporting SMEs through working with Ultima.

  Equal opportunity

  Equal opportunity; ; Specific targets will be agreed with each customer at contract commencement, such as targeted training, work placement targets, or apprenticeships. However, at a broader level Ultima will deliver wider benefits. Ultima are committed to ending modern slavery. This is demonstrated through the actions outlined in the modern slavery statement. Therefore, by working with Ultima, customers are actively reducing risks associated to modern slavery via their supply chain.

Pricing

• Price: £4.29 to £164.29 a unit a month
• Discount for educational organisations: Yes

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